| 07/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My name is XXXX XXXX XXXX. I attended University XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. During that time I obtained a XXXX XXXX XXXX in XXXX XXXX ( XXXX ) and a XXXX XXXX in XXXX XXXX ( XXXX ) from the University XXXX XXXX. For the record, my maiden name is XXXX XXXX XXXX, I got married in XX/XX/XXXX my name changed to XXXX XXXX XXXX. [ I say this because my degree and student loan history prior to XX/XX/XXXX would be found as XXXX XXXX XXXX. ] My student loan history begins in XXXX with University XXXX XXXX XXXX XXXX, my loans automatically transferred to several different servicers such as XXXX XXXX, XXXX, Direct Loan, XXXX, XXXX and XXXX XXXX. On the Department of Education site it shows those loans as being recorded only with XXXX XXXX from the dates of XX/XX/XXXX to XX/XX/XXXX the total of XXXX disbursements during this time to total amount was {$55000.00} all at 2.87 % Fixed Rate.
XXXX XXXX contacted me XX/XX/XXXX to convince me that I needed to consolidate my loans to make things easier for me to track, so I did, which turned out to be a total of {$57000.00}. [ {$55000.00} - {$57000.00} = {$2900.00} ( we are not sure why we were charged {$2900.00} increase in loan for consolidation. ] On the Department of Education site it shows this loan is XXXX XXXX Entered Repayment XX/XX/XXXX, XX/XX/XXXX In Repayment, XX/XX/XXXX Deferment DA. The XX/XX/XXXX Deferment DA is incorrect of which I will explain.
From XXXX to XXXX I lived and worked in XXXX XXXX California. I worked full time for the XXXX of XXXX XX/XX/XXXX to XX/XX/XXXX and XXXX of XXXX XX/XX/XXXX to XX/XX/XXXX, XXXX of XXXX XX/XX/XXXX to XX/XX/XXXX. My husband was also a University XXXX XXXX student with his own student loans. In XXXX and XXXX XXXX XXXX was hit with extreme economic hardship and recession. Many people across the district lost jobs and homes. My employment had mass layoffs and I received an extreme cut in pay but still worked full time. My husband, who was also a XXXX XXXX XXXX student, was laid off from his full time job as his company had mass layoffs across several departments. During that time he had applied for over XXXX jobs of which were all documented. He was unemployed for XXXX full years. During this time we ended up losing our house to foreclosure and filed for bankruptcy. XXXX of XXXX called me at my work on XX/XX/XXXX and told me I should sign up for the Doctoral program. I explained I was not able to afford my student loan payments at the time due to economic hardship, they encouraged me to sign up and I would not have to make payments on my student loans which would help me financially because after I obtained my XXXX XXXX I would be making much more money and could easily pay back the student loans. They said in order to get past the recession companys would only hire people with multiple or higher degrees. Therefore if I did that then I would be on the upper hand for surviving this recession. I agreed to enroll but then a few days later decided to cancel as this decision would put us even under more extreme financial hardship. Univ of XXXX was very upset that I canceled, quickly began the paperwork for my student loan with at that time was XXXX XXXX on XX/XX/XXXX, they charged me {$1200.00}, you will see this student loan listed as CANCELED XX/XX/XXXX, the cancellation is reflected on the student loan with a Entered Repayment date of XX/XX/XXXX. They told me this loan had to be paid out of pocket since I canceled, this loan was then transferred to XXXX XXXX and Collections, I had to pay this out of pocket directly. Please note, my LAST day of school at this point was XX/XX/XXXX NOT XX/XX/XXXX!
What Univ of XXXX did NOT do is let my current service provider know on my existing student loan that I canceled and to change my loan status from In School Status to In Repayment. On the XXXX XXXX Department website it shows the loan for XXXX XXXX is correctly stated as canceled and in repayment as of XX/XX/XXXX. However the XXXX XXXX loans show the loan status as In Deferment, which is incorrect.
Continuing on, my husband could not get another job because his degree with XXXX of XXXX equaled nothing. The only job offer that came up was XXXX in another state. We had to relocate our entire family and start over on the XXXX XXXX. I had to go to another college to obtain a second XXXX XXXX to replace my XXXX degrees from XXXX. XXXX is a scam, the curriculum they provided me was group projects with other students. They never once offered me any type of assistance in finding a job. They lied about having a team or department of recruiters. They lied about me needing to retake coursework that I had already completed. After we moved to Georgia, I was unemployed XXXX - XXXX and on unemployment for over XXXX years because no one would hire me with a XXXX XXXX and a XXXX XXXX from the University XXXX XXXX. I had no choice but to go back to school to XXXX XXXX to obtain a second XXXX XXXX in XXXX in XXXX in order to qualify for a teaching position at XXXX XXXX. During XXXX and XXXX I worked XXXX part time jobs XXXX at XXXX XXXX teaching as an online adjunct instructor part time teaching accounting classes. I also worked part time as a substitute teacher at XXXX XXXX XXXX XXXX. In order to be a full time teacher I needed to go back to school to obtain a second XXXX XXXX because the XXXX of XXXX XXXX XXXX was worth nothing to employers. I therefore signed up to attend XXXX University XXXX XXXX program from XX/XX/XXXX to XXXX, during this time I completed by Masters of Arts in Teaching and was hired as a full time at XXXX XXXX XXXX XXXX from XX/XX/XXXX to current date. The loan for this was with XXXX Department XXXX XXXX. This loan eventually was transferred to XXXX XXXX, FedLoans and then Mohela. You will see this loan has been consolidated with the XXXX XXXX XXXX Mohela loan. Which originally was Fed XXXX, transferred to XXXX XXXX, to XXXX {$81000.00}.
Beginning in XXXX, I submitted my PSLF and TEPSLF and Limited Waiver many times. I even submitted it XXXX more time before the XX/XX/XXXX deadline just because there was such a long gap between not receiving an answer from my servicers. Here is a brief summary of the communication over the past several years : XX/XX/XXXX Completed PSLF Form online and mailed the original.
XX/XX/XXXX Completed PSLF Form online and mailed the original, still waiting for a response.
XX/XX/XXXX Completed XXXX form online and mailed the original, still waiting for a response.
XX/XX/XXXX I received a letter from XXXX XXXX confirming they received my XXXX XXXX but they need more time to determine if I meet the requirements. Still waiting for a response.
XX/XX/XXXX I received a letter from XXXX XXXX they have determined that I have eligible loans and my employment qualifies for XXXX however they do not yet know whether I have made the required XXXX qualifying payments to be eligible for forgiveness. The letter states before we can determine if you are eligible for forgiveness we must transfer all of your XXXX Department of Education owned loans from your current servier to us. After we receive your loans then we will determine how many qualifying payments I have for XXXX and XXXX. Still waiting for a response.
XX/XX/XXXX I received a letter from XXXX XXXX stating they received my XXXX XXXX, they determined I do have eligible loan types however I am not eligible due the the fact my certified employment dates listed on my application were prior to the date I received my loans which therefore are not eligible. But this was wrong, my first loan was taken out in XXXX and I am still paying on that loan. However XXXX was ONLY looking at my XXXX University XXXX and Consolidation which was XXXX! They did not go back far enough or take the time to see that this loan goes back to XXXX. Therefore I disputed and contacted them. Still waiting for a response.
XX/XX/XXXX I received a letter from XXXX stating I do not qualify because I have NOT been in repayment for more than XXXX years. Again this IS WRONG! My loans started in XXXX! Filed complaint need resolution. Still waiting for a response.
XX/XX/XXXX I received a letter from XXXX staging. They received my PSFL TEPSLF and have determined that I have been employed full time by a public service organization and to watch for my payment count to be updated. Still waiting for a response.
XX/XX/XXXX Contacted XXXX they said they are very busy but that my payment count would be updated. Still waiting for a response.
XX/XX/XXXX Completed the XXXX form online again just to make sure they had everything and mailed the original, still waiting for a response. Still waiting for a response.
XX/XX/XXXX Completed XXXX form online and mailed the original. Still waiting for a response.
XX/XX/XXXX I received a letter from XXXX stating the Depart of XXXX changed the PSLF program for a limited time and I XXXX be allowed to get credit for payments Ive made on loans that don't normally qualify. This waiver period is temporary and will end on XX/XX/XXXX. They stated they have received my PSLF and TEPSLF and it is determined I meet the employment eligibility and to wait to hear back from them about the payment task. Still waiting for a response.
XX/XX/XXXX I contacted XXXX to ask for a completed loan payment and transaction details. They replied to me on XX/XX/XXXX by showing details of ONLY the consolidated loan transaction details starting XX/XX/XXXX they are NOT looking at the entire loan only the one that was consolidated. Still waiting for a response.
XX/XX/XXXX Received another letter from XXXX again only referencing the XXXX date meaning the loan was taken out after I worked for government employment. Again they are looking at the wrong loans. Still waiting for a response.
XX/XX/XXXX I contacted XXXX to ask for the status of my payment count, they replied XX/XX/XXXX stating they needed a better signature on the pdf by the employer. I resubmitted the information with ink signatures in the pdf. Still waiting for a response.
XX/XX/XXXX I received communication stating they received the information and the payment counts would be updated. Still waiting for a response.
XX/XX/XXXX XXXX automatically transferred my loans to Mohela. I wrote to them and stated : My loan qualified for XXXX with and without the XXXX XXXX. I had completed all of this with XXXX before it had transferred to you. Therefore I need my account updated with the loan payments right away. I have XXXX qualified payments. This loan is from XXXX! Please document this and show me the qualified payments for forgiveness. XXXX. Mohela replied XX/XX/XXXX and said sorry its been so long if your issue has not been resolved then please let us know. NO resolution or acknowledgement to the problem. Still waiting for a response.
XX/XX/XXXX Called Mohela, they said my loan information has not transferred over yet so I have to wait another 30 days.
XX/XX/XXXX Called Mohela they said the data from XXXX was not transferred over into their system therefore I was required to submit ALL my paperwork that I had already submitted to FedLoans over the past XXXX years. ALL communication was erased on my student loan account with XXXX, XXXX XXXX and XXXX. This is fraudulent activity by student loan servicers.
XX/XX/XXXX Mohela stated the loan was taken out after my work history ( again wrong information ). Still waiting for a response. We are starting all over again with the problems of now working with a new service provider and again they are ONLY looking at the recent XXXX loan and NOT the actual loan of XXXX.
XX/XX/XXXX I emailed Mohela and stated they were wrong and supplied correct information. Still waiting for a response.
XX/XX/XXXX I emailed Mohela again and received no response.
XX/XX/XXXX Mohela said they needed more information and more time I responded by asking what information in specific no details were provided, the response was auto generated, I supplied ALL information. Still waiting for a response.
XX/XX/XXXX Mohela said they did not have my employment history. That is WRONG they have all the information it was submitted XXXX times over the past XXXX years. It is even in the document page. Still waiting for a response.
XX/XX/XXXX Called Moheal spoke to XXXX on phone for over XXXX hours. This was on my XXXX XXXX. When teaching I can not answer the cell phone. I told them to call me back and if no answer to please contact my husband and gave them full permission to talk to him. XXXX said they had to look into it more. Still waiting for a response.
XX/XX/XXXX they said I did not file a XXXX XXXX and that it does not apply, this is INCORRECT! I did file under the limited waiver. They are wrong. Still waiting for a response.
XX/XX/XXXX Called more times and never got to a supervisor. Sent a message stating this and no response. Still waiting for a response.
XX/XX/XXXX Mohela says I was in school status therefore it does not apply. This is wrong, no one answers the question. Still waiting for a response.
XX/XX/XXXX Called a supervisor who was on the phone for over XXXX hours mostly on hold. They have no records of my in school status, they said they have to contact the Department of Education to confirm. We told them the status is incorrect and explained everything that is listed above in my letter, she actually hung up on us and never called us back. Still waiting for a response.
XX/XX/XXXX I called Mohela, a XXXX hour conversation ( XXXX hours on hold ) to talk to XXXX # XXXX, was told the dates show In School Status for XX/XX/XXXX to XX/XX/XXXX, I was in economic hardship during that time. I also was not in school during that time either. As mentioned above, my dates of school for XXXX of XXXX ended in XX/XX/XXXX ( attached is a transcript which shows my enrollment. XXXX said I needed to contact XXXX of XXXX to ask them to provide me with a XXXX XXXX to show I was not in school for that time period. I have already emailed XXXX of XXXX and they have no records going back that far. They said I needed to contact XXXX. I have a screenshot of my online account with XXXX XXXX XXXX which shows I have no history with them whatsoever. There is no detail to my account. I can not believe I am still paying on this loan and the school does not have any records that I existed. See attached screenshot. XXXX also said I needed to contact XXXX to show that Deferment status was actually a Economic Hardship status by looking into my XXXX account and seeing the payments being billed. As mentioned above, I did log in and it shows no history till XXXX as the information was not carried over by a prior servicer. Therefore XXXX does NOT have this information.
XX/XX/XXXX I logged into my XXXX account to see the payment history and loan status history for this account. This information is attached. The detail on XXXX shows they were not my servicer during that time. It shows that my consolidation transferred to XXXX in XXXX which is clearly AFTER XXXX, all payment history from XXXX to XXXX was ERASED and NOT transferred over to them from my original provider. So who was the original provider?? It is not my fault that the data that I had paid on with XXXX servicer was NOT transferred over to another server. That is a problem with data between the XXXX service providers. If I go to the XXXX XXXX or any prior service provider then it shows my accounts DO NOT EXIST. Therefore there is not paperwork to properly show that my XXXX XXXX XXXX was removed. Second, even though the status is incorrect, I was actually under Deferment due to economic hardship during that time because we were not able to afford to make any payments. Therefore the Deferment status that you do see is actually economic hardship placed deferment.
Then that loan was taken over by XXXX. I filed a complaint with the Better Business Bureau XXXX XXXX because they called me several times each day. When I answered the phone it was a robot that asked me to enter my social security number with no identification that it was a XXXX calling. They made my first UoP student id number my complete social security number, which they gave out to everyone that worked for them without my approval. I even had to use that number to log into my account and give it when I called to speak with a rep from the school.
I have worked for municipal government for over 14 years follows : City of XXXX XX/XX/XXXX to XX/XX/XXXX City of XXXX XX/XX/XXXX to XX/XX/XXXX City of XXXX XX/XX/XXXX to XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX to the current date.
I have student loans from XXXX to XXXX ( XXXX of XXXX XXXX and XXXX ). Then XXXX XXXX to XXXX.
On XXXX records, they have XXXX missing XXXX counts from XX/XX/XXXX to XX/XX/XXXX. This needs to be fixed. I have had over 23 years of ongoing problems with XXXX of XXXX and my student loan history. I have lost my house, and everything we owned because of both my husband and I attending XXXX of XXXX. We had to relocate my entire family and start over with a life in Georgia. I had to go back to school to get a SECOND XXXX XXXX to replace the one I already had with Univ of XXXX. I have worked for over 14 years in government. I should be allowed to have this student loan forgiven for all the problems that it has caused me. You can see I have contacted XXXX back in XXXX to start my first PSLF program, you can see how many attempts in communication to get to this point XXXX years later for missing payment counts to my account. I write to you today, to please update my account so that the XXXX missing payments are accounted for. I also ask that you allow me to have all 14 years accounted for dealing with this fraudulent student loan problem which goes before XX/XX/XXXX.
The student loan servicers shows NO current documentation of my deferment due to economic hardship. They have no documents with servers to show my loan history. The loans have transferred automatically over the years without my consent. None of their records such as payments, loan status, messages, communications have not transferred over to the new service providers. This is fraudulent activity. What is listed on the Department of Education site for my loan history is only a snapshot of what actually happened. So many other servicers were involved over the years, money was added for no reason, account history and communication from servicers have totally disappeared from my accounts over the years. I have complete documentation to show how many years I have worked for a government agency but my loan providers have not been able to verify or show my loan history.
University XXXX XXXX XXXX to show they do not have information on my enrollment certification.
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| 09/23/2019 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Keep getting calls about your loan
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Web |
Servicemember |
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I have copied and pasted this information from my email conversation that MOHELA already has in their database : Account number is XXXX Thank you, XXXX.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing docume [ EXTERNAL ] : XXXX The credit card portion I. Will get back to you within the week because I switch banks during that period ...
Thank you Sent from XXXX XXXX on XXXX On Tue, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : In addition, were you able to obtain any credit card/ bank statements showing your payments made to XXXX? I am working on getting these payments reimbursed to you, however, management is requesting statements directly from the credit card company. The payments from the ledger you provided are listed here : Registration Fee {$25.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Thank you.
Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents Thank you for sending these, XXXX.
As for your GI Bill, our agency will send a reimbursement check for the amount that was used for your tuition at XXXX. From the ledger you provided, the amount came out to around {$14000.00}. We have no control over any reinstatement of your GI benefit. The best place to find out is to ask the VA representative if they will reinstate the benefit if the previous benefit was reimbursed.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Fw : XXXX university student/URGENT MESSAGE missing documents Inline image Hello and good morning.
I have done my homework with the student loan department, and uploaded the following documents including the written and signed off letter " request in writing a payoff amount for XX/XX/XXXX '' into their web site.
I also included a screen shot of the confirmation.
I also included your point of contact and some emails regarding the payment plan of this loan.
To my dismay, the student loan web site block any email contact to reach them, and only allow them selves to be reached by phone, or fax.
Look forward to your email reply to move on with the payment process.
Further more, will I expect the G.I. Bill reinstatement?
V/R, XXXX XXXX XXXX XXXX -- -- - Forwarded Message -- -- - From : XXXX, XXXX @ XXXX XXXX To : XXXX XXXX Sent : Monday, XX/XX/XXXX, XXXX XXXX PDT Subject : RE : XXXX university student/URGENT MESSAGE missing documents Thank you, XXXX.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Thank you ... will have this amount in the letter by this week Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Thank you for contacting them. All that I need is the total amount that will be due so that the check we send would be sufficient enough to close the account. If there are any other outstanding loan servicers that you obtained loans from, I would need the same documents from them as well.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Hello.
Thank you for the follow up ...
I called the student loan department mohela.
They can send me a letter or can be downloaded from their web site. However the loan will be in default by that time per their statement.
For clarification on the letter, is there any other information I should include in the document.
V/R, XXXX XXXX XXXX XXXX Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, I am currently calculating your loan amount to be paid off. Will you please contact Mohela and request in writing a payoff amount for XX/XX/XXXX. We want to confirm that the amount of the check will cover all principal and interest by the time it is sent to them. Once you receive the statement, please forward it to me. Thank you!
Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing docume [ EXTERNAL ] : XXXX The amount is correct.
I have not been able to meet their demands.
All per verbal statements on the phone they explain that making partial payments would still reflect negatively on my record and to my credit.
Very unwilling to lower the price despite the financial hardship.
Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, I am currently calculating and sorting all the payments that were made from your loans, grants, and VA benefits. According to the student statement you provided, here is the breakdown : CC - {$1500.00} VA Benefit - {$14000.00} Loans - {$30000.00} Pell Grant - {$5700.00} Please confirm these amounts as well. We also request the you provide any receipts of payment towards the loans or the institution as well as provide back up documentation such as bank/ credit card statements verifying these payments.
We always encourage all students to keep up with their loan payments if they are able. Restoring your credit may take a long time.
Thank you.
Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Hello and Good day ; Just following up on case number XXXX ...
The student loan department has been going through their process of payment not fully received and hurting my credit score which will reflect on my security clearance for the job I hold in the XXXX XXXX ... and become undeployable thus be discharged or discipline for the incident ...
I'm seeking to resolve this before end of this year.
Please reply back to update status.
Thank you and V/R, XXXX XXXX XXXX Sent from XXXX XXXX on XXXX On Thu, XX/XX/XXXX at XXXX XXXX, XXXX XXXX XXXX wrote XXXX Hello and good day.
I spoke to Mrs XXXX XXXX just to follow up with status of the case number XXXX.
I have included a screen shot of my mohela student loan amount and other details so to include it in the document files.
I look forward to your reply.
cid : XXXX Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, Management has requested for me to provide with an update on your claim. At the moment, the military leave documents you provided are in the verification process. We aim to have this process completed by the end of this week. I will reach out to you with an update at that time. Thank you again for your patience.
Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX @ XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX , XXXX @ XXXX XXXX Subject : RE : XXXX university student ... missing documents XXXX, Our management team is currently seeking a method to approve your claim. Please allow us time to do so.
As of now, your last date of attendance was XX/XX/XXXX the school closed XX/XX/XXXX you were not in attendance at the time of school closure which makes you ineligible for STRF reimbursement. Our office is aware you were on military leave therefore ; we attempting to find a way to approve your claim.
STRF regulations state the student must be an active student at the time of school closure or enroll within 120 days of school closure to receive STRF reimbursement.
Once again, we are reviewing your claim please allow us additional time to seek an approval method.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Fw : XXXX university student ... missing documents [ EXTERNAL ] : XXXX Hello ...
I have not received a reply from you about the claim number = XXXX ... I have submitted documents to update the process ...
I'm very skeptical it takes 1-2 years to review documentation ...
As explained before ...
Student loans still want their money from ripped off students as you are well aware of these events ...
Please reply back of this approval process ... and dont let students like myself hanging -- -- - Forwarded Message -- -- - From : XXXX, XXXX @ XXXX XXXX To : XXXX XXXX XXXX XXXX : Tuesday, XX/XX/XXXX, XXXX XXXX PDT Subject : RE : XXXX university student ... missing documents Will you please send me the information.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX Subject : Re : XXXX university student ... missing documents [ EXTERNAL ] : XXXX Its included in the email sent to mrs XXXX, mr XXXX XXXX, and mrs XXXX ...
On Tuesday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : XXXX XXXX Your last email stated your last date of attendance was XX/XX/XXXX due to military leave. Can you provide proof of military leave?
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX Subject : Re : XXXX university student ... missing documents [ EXTERNAL ] : XXXX XXXX mrs XXXX XXXX XXXX
Following up on the STFR application status for approval.
XXXX XXXX Case number : XXXX XXXX On Wednesday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : XXXX , I received a voice message from you in regards to your STRF claim. Your claim is in the review process. Our office will contact you if further information is needed.
XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Re : XXXX university student ... missing documents Good afternoon , This is XXXX XXXX.
case number=XXXX Recalling the conversation during this morning around XXXX ... ish.
1. ) I have attached the missing documents that will assist in the application process for your department.
I included 11 documents total which explains the time sequence I attended school and events that took place.
2. ) The first four are named " image 1-4 ''. This time frame covers the school attendance for last quarter of XXXX.
It's an email print out conversation I had with the school counselors that used to work there regarding the last course I needed to graduate. I dropped the course because of paternity leave ( new born on XX/XX/XXXX XXXX during military duty, and it explains that I would be on " SAP '' student academic probation program for dropping the course " W '' or failing grade " F ''.
3. ) The 5th document " Reinstatement '' application for the " SAP '' was completed, but not attached on this email ( still looking for it ), but this is what it looked like empty.
4. ) On the " Loan discharge document '' the transcripts are included starting on page ( XXXX ).
5. ) the last 5 pages are all military leave orders for XXXX highlighted in yellow on the second page of each attachment : 1st set I was gone on XXXX XXXX set I in processed back on XXXX XXXX set returned to duty on XXXX 4th set I left the states and came back XXXX 5th set I reinstated on XXXX.
Hence, please note that during my military leave I was never informed that the school was shutting down. It was only until I saw the news a week before at home on my daily morning routine that I found out about the school closure.
I look forward to your reply, and thank you too much for reaching out to me this morning.
V/R & SINCERELY, XXXX XXXX XXXX XXXX XXXX On Friday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : Hi XXXX, I hope you received the voicemail I left for you.
I do have a few follow-up questions regarding your below email. When you reached out to the U.S. Department of Education ( USDOE ), did you specifically request a loan discharge due to the schools impending closure? With a discharge, your loan is cancelled so Im confused as to why they referenced affordable payments. If you arent eligible to have your loans discharged, we will need written confirmation from the USDOE to process your STRF application if you request to be reimbursed for your federal student loans taken out for XXXX.
Also, depending on your overall eligibility for the Student Tuition Recovery Fund ( STRF ), we may be able to help you receive educational credits ( to help fund your education at another school ) for your GI Bill benefits if you used them while at XXXX. Please have the Department of Veterans Affairs send you a letter, confirming whether you are eligible to have your GI Bill benefits reinstated/reset.
Again, if you indeed arent eligible to have your G.I. Bill benefits reset or your federal loans discharged, we will need that proof in writing if you apply for STRF reimbursement.
Feel free to give me a call if you have any further questions or would like my staff to conference call with the USDOE or Department of Veterans Affairs. Unfortunately, we can not reach out to either department on your behalf without formal, written authorization.
Thank you.
_______________________________________________________________________________ XXXX XXXX XXXX Manager Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : XXXX university student Hello, I'm XXXX XXXX XXXX student at XXXX university in XXXX XXXX, ca XXXX .
My student ID was XXXX.
C:XXXX I was in your meeting this Monday XX/XX/XXXX at noon regarding school closing.
I was the only Male with XXXX kids with me in the room.
I spoke by phone with my federal student lender mohela to apply for student loan discharge.
They said I would not qualify for it because of payments I could not afford.
Furthermore, the loss of credits when transferring will be the same or worse investment because less than 60 % will be accented ; thus sinking me more in debt.
In addition, I was on military duty every time I tried to return to finish my last class as an XXXX XXXX XXXX. ( Prior XXXX ) I need your help to get this approved.
Their phone number is XXXX.
Account number = XXXX.
Hence, my VA GIBIL was depleted in that school.
I can attach any documents in the next email for your review.
Sent from XXXX XXXX on XXXX Show less
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| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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I consolidated myXX/XX/XXXXloans in XXXX in order to submit my application for PSLF under the waiver. I applied for PSLF and my application was processed on XX/XX/XXXX according to the Mohela website. In XXXX of XXXX I received a document from Mohela that stated I had 3 qualifying payments. At this time I knew, from research I conducted, that the PSLF qualifying payment counts took time to process and that updated counts would be added at a future date. Mohela 's website states that the process generally takes 90 days but could take longer. Keeping all this in mind I waited until XX/XX/XXXX to contact Mohela to inquire why I did not have any additional qualifying updates to my count. At that time a customer service representative stated to me that there did seem to be a discrepancy and that he would initiate an investigation and that I could call back in a week to inquire about the status of the investigation. The representative I spoke with a week later stated that there was nothing wrong with my account and that I would just have to wait to see what would happen. When I asked to speak with his supervisor he stated that, " You don't need to ''. I had to request 3 times to speak to a supervisor and then ultimately stated that this call could be traced and that I would file a complaint against him. He did put me through to a supervisor and she stated that she could see that a case number had been issued, but for an incorrect reason. She stated that she would fix this and gave me a new case number and would follow up with me. From this point it has been nearly impossible to get clear and concise information pertaining to my application. I have received information, but it is not clearly stated in layman 's terms and is at times conflicting. I am including communications I have received from Mohela. I also filed a complaint on the studentaid.gov website. Their response was that the waiver had not been applied to my account. I am now going on the XXXX month without a fully processed application, and conflicting information. A fair resolution : I would like my account placed into forbearance without penalty to me. I stopped communicating with Mohela via telephone because of the continuous conflicting information I was receiving. One representative told me that it was the Department of Education that counted qualifying payments while another agent told me Mohela was responsible for qualifying payment counts.
XX/XX/XXXX I received the following documents this morning. I do not understand why I have two separate payments if I have consolidated my loans.
The schedule to repay one or more of your loans has changed. Please review the enclosed Repayment Schedule which includes your minimum monthly payment amount, total number of payments to be made, and your due date.
Changes such as interest rate, balance, payment amount, number of allowable months to repay, due date, repayment plan, and/or status ( i.e. deferment/forbearance ) may result in future Repayment Schedule changes.
Important Information About Your Repayment Schedule Do you have multiple loans? If so, you may receive separate Repayment Schedules.
If you have a past and/or a current amount due under your prior Repayment Schedule, those payments remain due unless they have been paid or deferred.
Are you signed up for Auto Debit? If not, consider signing up! Youll never forget a payment, and you could receive a 0.25 % interest rate reduction. To enroll, log in to your account at mohela.com to get started. If youre signed up for Auto Debit, payment currently due under the prior repayment schedule is expected to be withdrawn via Auto Debit, including any additional amount you have requested.
Have you requested an additional amount to be withdrawn via Auto Debit? If so, any additional amount you requested to be withdrawn will continue to be withdrawn, in addition to the new payment amount for the due date listed on this Repayment Schedule.
Want to pay your loan off faster? You have the option to make more frequent or additional payments at any time.
This is an estimate of repayment and may be recalculated in the future to pay off wit
hin the number of months allowed for your loan program.
Important Information to Manage Your Loan ( s ) Log into mohela.com to manage your loan ( s ) and contact information online.
Monthly billing statements will be sent to you at least 20 days prior to your due date.
You can request to change your due date.
You can request to change your repayment plan at any time - Review the enclosed Overview of Repayment Plans for more information.
Options to postpone payment through deferment or forbearance, discharges, cancellations, forgiveness and consolidation may be available.
Payment Amount : XXXX and Your eligible loans have been placed on the Saving on a Valuable Education ( SAVE ) IDR Repayment Plan. If you were previously on the Revised Pay As You Earn ( REPAYE ) Income-Driven Re
payment ( IDR ) Plan, it has been replaced by the SAVE Plan. This letter includes more information about the SAVE plan. New Monthly Payment Amount : {$83.00} If your income or family size has changed, you can ask for a plan recalculation to lower your monthly payment amount. Visit StudentAid.gov/idr to electronically sign and submit a new application. Alternatively, you can self certify your income and family size through mohela.com until XX/XX/XXXX, to recalculate your payment.
IDR Repayment Plan : SAVE # of Monthly Payments Scheduled for the Plan : XXXX Scheduled Begin Date for this Plan : XX/XX/XXXX Documentation of Communication : XX/XX/XXXX XXXXXX/XX/XXXXBody : Your Question : According to Mohela representatives a review of my account was initiated to address the number of qualifying payments that count toward PSLF. Although I have not been given a recent update from Mohela I have just logged into studentaid and received a new message that states that I do not have any additional qualifying payments. This is inaccurate information. I have been paying on my XX/XX/XXXXloans and have been working for the same qualifying employer since XXXX and most certainly have more than XXXX qualifying payments. I would like to know what are the next steps I can take to ensure that my concerns are being addressed. I have already filed and updated a complaint on the student aid website, but do not feel that my concerns are being addressed. According to studentaid I would need to file a complaint with the Ombudsman. I would like to know if this is correct, and would like advice regarding filing a complaint. Also, I do not want to be directed to a Mohela customer service rep. to address my concern unless it is a supervisor. I have already spoken to two representatives that have given me conflicting information. Thank you MOHELA 's Response : XX/XX/XXXX Dear XXXX XXXX XXXX, Thank you for contacting MOHELA regarding your Public Service Loan Forgiveness Payment Count. The reason your account shows only 3 qualifying payments is because the count under the Waiver has not been done yet. Once the count under the Waiver begins you will get all the payments you had prior to consolidation back and then some. Since it has been a while an escalated request will be submitted on your behalf to update your payment count. We apolgize for the time it takes for the count. The Department of Education will also be doing the one time IDR Account Adjustment alongside the Public Service Loan Forgiveness count. Your escalated case number is XXXX # XXXX and a response is usually received within 7-14 business days. Once a response is received will update you via secure email.
XX/XX/XXXXXX/XX/XXXX Body : Your Question : Hello, I am writing to inquire about the status of my case number XXXX # XXXX. The last correspondence I received stated that a response is generally received within XXXX business days. It has been XXXX business days since that correspondence and I would like an update on my case. Thank you MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA. Please accept our sincere apologies. We regret that you had a less than satisfactory experience during your interaction with us. We value your feedback, as we understand how important it is to offer exceptional service. After reviewing your account, it was determined that an underlying loan of your consolidation was not updated to a Paid in Full Through Consolidation status and instead was still showing as In Repayment on the XXXX XXXX XXXX XXXX XXXX. We have since submitted a request to have your status updated to correctly reflect your Paid in Full Through Consolidation status, as well as a request to add the qualifying payments to your Public Service Loan Forgiveness payment count affected by the incorrect status.
XX/XX/XXXX XXXXXX/XX/XXXXBody : Your Question : Hello, I am once again contacting Mohela to inquire about the status of my case number XXXX # XXXX pertaining to PSLF. The last correspondence I received stated that a response is generally received within 14 business days. I have yet to receive a response to my initial inquiry and my follow up inquiry sent on XXXX the XXXX. Also, I just received a message stating that my account has been placed on an administrative forbearance, however the letter did not state why. I would like to know why my account was placed on forbearance.
MOHELA 's Response : Dear XXXX XXXX XXXX, Thank you for contacting MOHELA regarding your case and we apologize for the delay in our response. After reviewing your case it states that one of the loans that was supposed to be paid in full was not and is in repayment and should have been marked in full. So it has been sent to the Department of Education ( ED ) for review and to correct and to add payments to your Public Service Loan Forgiveness ( PSLF ). Unfortunately ED can't be rushed or expedited we have to wait on them. So that is what is taking so long to update your payment count. We appreciate your patience in this matter.
The administrative forbearance was placed to correct your payment amount under the Saving A Valuable Education ( SAVE ) repayment plan as there was a system error for calculations of payments making them too high. This will not hurt your PSLF.
XX/XX/XXXX XX/XX/XXXX Body : Your Question : Hello, Thank you for your response, however this does not clearly answer my question. From the information in your response, it is my understanding that one of my loans was not updated. I consolidated more than XXXX loan. Why are the payments I made toward my other loans not showing up under my qualifying payments count? My payment tracker count still reflects a count of 3 total payments that qualify. Also, under the waiver, the Covid payment pause time period should count toward my PSLF qualifying payments. Although I have my employment certified through most of the payment pause I do not see all qualifying payments reflected for this time period. Can you please adequately explain the full process to me in writing. I would also like a time frame of when this issue might be resolved. I also requested an explanation of why my loan was placed in a one month forbearance, to which I have not received a response. At this point it has been exactly one year and a day since I submitted my documents for consideration for PSLF. To state that my experience with Mohela has been ~~less than satisfactory~~ is an understatement. I have filed a complaint with the Department of Education through studentaid.gov.
I have not received a response from Mohela XX/XX/XXXX XXXXXX/XX/XXXX Body : Your Question : Hello, re : Second Request I am contacting Mohela to receive an update regarding case number TMS # XXXX. I would like to know the current status of my application since it has now been over 1 year since my initial application for PSLF under the waiver initiative. I have not received a response to my previous email dated XX/XX/XXXX. I requested that I receive in writing an explanation of the process regarding my loans and why it is that only 3 payments have qualified under PSLF. In Mohela~~s response to a previous inquiry it was stated that, ~~After reviewing your account, it was determined that an underlying loan of your consolidation was not updated to a Paid in Full Through Consolidation status and instead was still showing as In Repayment on the National Student Loan Data System XXXX We have since submitted a request to have your status updated to correctly reflect your Paid in Full Through Consolidation status, as well as a request to add the qualifying payments to your Public Service Loan Forgiveness payment count affected by the incorrect status.~~ It did not state that the PSLF waiver has not even been applied to any of my loans, which is information I received from studentaid.gov not Mohela. I would like, in layman 's terms and in writing, why this process has been delayed. Mohela~~s explanation of the consolidation process and status of my loans does not adequately explain ( in a clear and concise way ) why this process has been delayed and continues to not be resolved. I also requested an explanation as to why my account was placed in forbearance. I have yet to receive an explanation. It is very distressing waiting in limbo for a situation that should have already been processed to its fullest extent.
I have not received a response from Mohela Sent XX/XX/XXXX *** Addition to the above inquiry ( XX/XX/XXXX ) : It is my understanding that while my account is in review for PSLF under the waiver my account should be in forbearance. I have just received a notification of payments restarting in XXXX. I would like an explanation of this process as well.
XX/XX/XXXX XXXXXX/XX/XXXX Body : Your Question : XX/XX/XXXX XXXX, I appreciate the response, however Mohela has still failed to answer my question with an adequate response. I understand that one of the loans was marked incorrectly, but what I do not understand is why did that affect my payment count? I am still in repayment. As I begin to make payments these payments will count towards my PSLF because I am still employed by a qualifying employer. Why I only have 3 qualifying payments has not been adequately explained. Was the loan marked incorrectly by Mohela or the Department of Education? In addition, why is my payment count towards PSLF at 3. Did none of my other payments made on the loan ( s ) that were marked correctly count? Has the waiver even been applied to this/these loans? Due to an error made by either Mohela or The Department of Education I still have no idea where my qualifying payment counts stand and I am waiting in limbo. This is unacceptable. This was a process that I initiated over XX/XX/XXXXyear ago. I had good faith that Mohela was processing my application, and gave leniency in the time frame because I knew that many people were also submitting applications. However, it has been one excuse after another as to why this delay has occurred. I stopped calling Mohela to inquire about the status of my application because service representatives were giving me conflicting information. At this point I decided that I needed to protect myself by submitting my inquiries in writing. I feel I have no other choice but to file a complaint with the Ombudsman XXXX XXXX XXXX XXXX Department of Education. I understand that mistakes regarding how my loans were marked were made. However, Mohela has failed to adequately explain how and why this directly affects my PSLF status. I have requested in writing that a clear explanation be provided to me in writing yet I have not received this. I received a reiteration of what Mohela had already stated. I also asked why my account was placed in a one month forbearance but have not been provided with an answer. It is my understanding that this was possibly initiated by the government. If this is the case Mohela should have stated that.
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| 10/20/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Report provided to employer without your written authorization
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Web |
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I have Witnessed of inaccuracy and violation of Family Educaton Rights and Privacy Act of 1974 a closed and open accounts on my credit report, regarding on Account/Reference No. : XXXX. are in trespass of XXXX XXXX XXXX and his private information. Under the Family Education Rights and Privacy Act of 1974 there was a violation on MOHELA/DEPT OF EDUCATION closed/Open account which discloses reported Transactions History to XXXX, XXXX, and XXXX XXXX which I did not consent too. It is Illegal to report Transaction History According to the Privacy Act of 1974. Which is a violation with the Consumer Financial Protection Bureau. I am requesting MOHELA/DEPT OF EDUCATION -to remove/ Delete any and all Transaction History According to the Family Education Rights and Privacy Act of 1974, and inaccuracy Circle on credit report on Account XXXX XXXX.with XXXX, XXXX, and XXXX or I will be forced to report you to Consumer Financial Protection Bureau. " " send me 1099 for this item for my tax purposes because my accounting is Requesting it because they saw it on my credit report as a closed. I would greatly appreciate all your help.
20 USC 1232g ( 1 ) ( A ) No funds shall be made available under any applicable program to any educational agency or institution which has a policy of denying, or which effectively prevents, the parents of students who are or have been in attendance at a school of such agency or at such institution, as the case may be, the right to inspect and review the education records of their children. If any material or document in the education record of astudent includes information on more than one student, the parents of one of suchstudents shall have the right to inspect and review only such part of such material or document as relates to suchstudent or to be informed of the specific information contained in such part of such material. Each educational agency or institution shall establish appropriate procedures for the granting of a request by parents for access to the education records of their children within a reasonable period of time, but in no case more than forty-five days after the request has been made.
( B ) No funds under any applicable program shall be made available to any State educational agency ( whether or not that agency is an educational agency or institution under this section ) that has a policy of denying, or effectively prevents, the parents of students the right to inspect and review theeducation records maintained by the State educational agency on their children who are or have been in attendance at any school of an educational agency or institution that is subject to the provisions of this section.
( C ) The first sentence of subparagraph ( A ) shall not operate to make available to students in institutions of postsecondary education the following materials : ( i ) financial records of the parents of the student or any information contained therein ; ( ii ) confidential letters and statements of recommendation, which were placed in the education records prior to January 1, 1975, if such letters or statements are not used for purposes other than those for which they were specifically intended ; ( iii ) if the student has signed a waiver of the students right of access under this subsection in accordance with subparagraph ( D ), confidential recommendations ( I ) respecting admission to any educational agency or institution, ( II ) respecting an application for employment, and ( III ) respecting the receipt of an honor or honorary recognition.
( D ) A student or a person applying for admission may waive his right of access to confidential statements described in clause ( iii ) of subparagraph ( C ), except that such waiver shall apply to recommendations only if ( i ) the student is, upon request, notified of the names of all persons making confidential recommendations and ( ii ) such recommendations are used solely for the purpose for which they were specifically intended. Such waivers may not be required as a condition for admission to, receipt of financial aid from, or receipt of any other services or benefits from such agency or institution.
( 2 ) No funds shall be made available under any applicable program to any educational agency or institution unless the parents of students who are or have been in attendance at a school of such agency or at such institution are provided an opportunity for a hearing by such agency or institution, in accordance with regulations of the Secretary, to challenge the content of such studentseducation records, in order to insure that the records are not inaccurate, misleading, or otherwise in violation of the privacy rights of students, and to provide an opportunity for the correction or deletion of any such inaccurate, misleading or otherwise inappropriate data contained therein and to insert into such records a written explanation of the parents respecting the content of such records.
( 3 ) For the purposes of this section the term educational agency or institution means any public or private agency or institution which is the recipient of funds under any applicable program.
( 4 ) ( A ) For the purposes of this section, the term education records means, except as may be provided otherwise in subparagraph ( B ), those records, files, documents, and other materials which ( i ) contain information directly related to a student; and ( ii ) are maintained by an educational agency or institution or by a person acting for such agency or institution.
( B ) The term education records does not include ( i ) records of instructional, supervisory, and administrative personnel and educational personnel ancillary thereto which are in the sole possession of the maker thereof and which are not accessible or revealed to any other person except a substitute ; ( ii ) records maintained by a law enforcement unit of the educational agency or institution that were created by that law enforcement unit for the purpose of law enforcement ; ( iii ) in the case of persons who are employed by an educational agency or institution but who are not in attendance at such agency or institution, records made and maintained in the normal course of business which relate exclusively to such person in that persons capacity as an employee and are not available for use for any other purpose; or ( iv ) records on a studentwho is eighteen years of age or older, or is attending an institution of postsecondary education, which are made or maintained by a physician, psychiatrist, psychologist, or other recognized professional or paraprofessional acting in his professional or paraprofessional capacity, or assisting in that capacity, and which are made, maintained, or used only in connection with the provision of treatment to the student, and are not available to anyone other than persons providing such treatment, except that such records can be personally reviewed by a physician or other appropriate professional of the students choice.
The contract purchase by MOHELA/DEPT OF EDUCATION negotiable promissory note issued by Lender as evidence of a floating indebtedness considered a Certificate of indebtedness which is income and can not be reported on credit report as transaction history, MOHELA/DEPT OF EDUCATION purchased the account/ contract referenced above from XXXX XXXX or another third party .certificate of indebtedness that specifies obligations of the borrower to the holder of the bond. When the contract was purchased by the Buyer MOHELA/DEPT OF EDUCATION from ( Original Creditor ) the seller which is XXXX XXXX XXXX the contract was securitize by the seller/creditor XXXX XXXX without written consent and disclosure, which is Security Fraud for selling my contract to another lender XXXX XXXX, which was purchased by MOHELA/DEPT OF EDUCATION which voids out the contract with Original Creditor for the breach of contract of the Electronic Funds Transfer Act of 1978 by not getting consent or disclosure of multiple Electronic transfers from Authorized Agent within contract XXXX, XXXX XXXX doing business as XXXX XXXX XXXX and was not given notice of Electronic Transfer of the bond/contract/Certificate of indebtedness to another Organization with out my consent and disclosure of electronic transfers activities between the two organizations/companys seller Original creditor ( seller ) XXXX XXXX and buyer MOHELA/DEPT OF EDUCATION. An error under Electronic Fund Transfer Act ( EFTA ) of 1978 Due To Security Fraud and Regulation E includes any of the following : An unauthorized ( EFT ) Electronic Fund Transfer. An incorrect EFT to or from the consumer 's account. The omission from a periodic statement of an EFT to or from the consumer 's account that should have been included, their was a violation due to the Electronic transfer Act ( EFTA ) ( 15 U.S.C. 1693 et seq. ) of 1978, violation of disclosure of contract.
15 USC 1681 ( i ) ( a ) ( 1A ) In general. Subject to subsection ( f ), and except as provided in subsection ( g ) if the completeness or accuracy of any item of information contained in a consumers file at a consumer reporting agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, the agency shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. Remove MOHELA/DEPT OF EDUCATION due to, violation of Electronic Transfer Act of 1978, violation of Securities Exchange Act of 1934 and inaccuracy of information on my credit report on XXXX reporting account type as Collection and XXXX reported as open Account on credit report.
15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. I am requesting MOHELA/DEPT OF EDUCATION to Delete any and all Transaction History due to Privacy Act of 1974 and inaccuracy information on XXXX XXXX XXXX Credit report According to the Privacy Act of 1974 on Account # XXXX. with, XXXX, XXXX and XXXX or I will be forced to report you to Consumer Financial Protection Bureau and make a complaint to XXXX XXXX XXXX " 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. The financial institution and the Consumer reporting agencies XXXX, XXXX, and XXXX do not have my consent to furnish Private Transactions of history of any information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, and XXXX whether it be verbal, non-verbal, written, implied or otherwise is revoked.
15 USC 6809 ( 4 ) ( a ) Non Public Personal information- A ) The term nonpublic personal information means personally identifiable financial information ( i ) provided by a consumer to a financial institution ; ( ii ) resulting from any transaction with the consumer or any service performed for the consumer; or ( iii ) otherwise obtained by the financial institution. ( B ) Such term does not include publicly available information, as such term is defined by the regulations prescribed under section 6804 of USC title 15. ) 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX, and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out any and all authorization I XXXX XXXX XXXX the consumer may have given you written and unwritten verbal and non verbal per 15 USC 6802. I am requesting MOHELA/DEPT OF EDUCATION to delete any and all Transaction History due to the privacy act of 1934 and inaccuracy circle on credit report on Account # XXXX. with XXXX, XXXX, and XXXX or I will be forced to report you to Consumer Financial Protection Bureau with a civil money penalty {$1000.00} per violations, I wish for your company not to be in dishonor, but if so I have no choice but to sue and file a complaint with the XXXX XXXX XXXX
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| 01/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My story is long but I've been trying to get PSLF approval from Mohela since XXXX of XXXX. Their customer service is HORRIBLE. They put you on hold for hours... yes, hours... then disconnect. When you do reach a rep, they are clueless. If I ask for corporates number, no one can find it. When I faxed important documentation to them ... THREE TIMES ... they claim they never got it. They said my PSLF was denied because they don't have my employer proven start date for employment, but I faxed it and got a verification of sent document back on XXXX XXXX XXXX. I've sent dozens of emails but their secure messaging site is a mess. It won't allow me to upload documents, most importantly being this document they say they haven't received by text.
I could go on forever but here is the most recent diatribe from me to them. As you can see, their response to my complaint is ridiculous considering my entire issue dealt with their lack of customer service and I noted ( as you'll see ) that the reps know little and can't even get me the info from a supervisor. They said to file a complaint, send a secure message, which I did. In fact, I sent several. This happened today XX/XX/XXXX. So I send the following emails to them ( I've only included two of them here ) but then they turn me around in circles and tell me to call when the rep when I DID call told me to email my complaint. Thank you ... XXXX XXXX XXXX correspondence sent XXXX XXXX First one : XX/XX/XXXX XXXX XXXX Body : Your Question : Listen, per your message I called the number and the rep claims you never received my employer 's fax to you confirming my start date and my employer even received a " fax received '' message so I know it at least got to Mohela. Then I sent the email in this string to confirm you received it and all you guys stated was that I should call in. So, that's what I did only to learn no one got it and bc of that, my pslf was denied. I faxed the employer document, tried to email you guys, and did this well within the 60 day limit ( it still hasn't been 60 days since the notice ). So, I ask, " Who receives these faxes? '' Your rep didn't know... nor did your rep even have access to or knowledge of the phone number/contact info to the corporate office in MO. She's looking right now and I've been on hold forever. I am deeply frustrated with Mohela 's lack of follow through and organizational skills. I've done everything you asked... I even checked up on the fax to ensure you received it which I shouldn't have needed to do! The rep said to fax it again, but what good will that do when you clearly don't do your part after I've sent it? I now have a photo of the letter, too, that confirms my start date of XX/XX/XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX WHERE EXACTLY do I send the photo to prove my start date??! This message system doesn't allow me to attach anything, and when I go to UPLOAD DOCUMENTS your XXXX system won't allow it ... it says " Back button or bookmark actions may not be used to access this page. Please return to the Account Summary page and restart your activity. '' So, I went back and did this several times and it keeps giving me this message! Listen, I have been actively pursuing this initiative since XX/XX/XXXX of last year! How do I ENSURE that you all receive proof of my start date? This is absolute nonsense. Tell me an exact email address with an exact name and the ability to upload photos so I can prove my employer start date with you all. I am NOT losing out on thousands of dollars of loan forgiveness because your system and organizational skills are embarrassing.
Next email today ( same day ) : To follow up on the missive I just sent you about the lack of organization regarding you not receiving my fax in XXXX verifying my start date from my employer, your site here is impossible to navigate. You literally go in circles half the time. Consider the following statement : If you have already contacted MOHELA Customer Service and are not satisfied, please file your complaint via secure message or one of the other available contact us methods. There are NO OTHER CONTACT METHODS in which to file a complaint. Believe me, I tried to file one with one of your reps by phone. They direct me back to the " message us '' option on the website. So, there is ONE place and only ONE place where you can actually " file '' a complaint in writing. Your site has lousy instructions. How can a site not even give contact info for the CORPORATE location of the company?! I guess you all may get a lot of complaints so corporate employees are in hiding or something? Who knows... not I NOR any Mohela reps. In fact, I sent you a secure message after my employer faxed my proof of start date to make sure you all received it to add to my file. Instead of answering that direct question, someone emailed back that I should call in. WHAT??! Is there a reason you can not answer the simple question, " Did your or did you NOT receive the fax my employer sent you? '' Reps are not " well-informed '' as you claim on your site, nor are you providing " quality service. '' Your website kicks me off every XXXX minutes where I have to log back on constantly. Your site won't allow me to upload documents giving me the message I mentioned to you in my email right before this one. In fact, you've processed my loan and are now my servicer ( I dread the thought ) yet I can't even see ANY of my loan info on your site. Mind you, I've been pursuing the PSLF since XXXX of last year! I've done my part, now you do yours. Find my fax, please. XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting Mohela. Please give us a call for further assistant at XXXX.
Sincerely, XXXX XXXX XXXX Next email today : Mohela is a JOKE. CLEARLY YOU DIDNT READ ANY OF MY MESSAGE! BLANKET ANSWERS TO BORROWERs legitimate concerns dont some problems, Mohela XXXX What a waste of my logging on to my secure message. No one can even file a complaint per your reps instructions. Oh, instead, Ive filed a complaint with the XXXX my senators, representatives, and other entities. If you are just going to reply with call us then dont bother. I did. Over and over and over againproving you run people in circles to evade responsibility. Sincerely, XXXX XXXX P.S. I bet you get XXXX when someone constantly gives you the runaround too.
Next email today : XX/XX/XXXX XXXXXXXX XXXX Body : Your Question : Oh, and finally, your last email reply to me where you didn't even answer my question said a loan counselor would be calling me to discuss. NO ONE EVER CALLED ME. Great system you have going on there. Ugh. Soooo frustrating.
Next email today : Sent Date : XX/XX/XXXX XXXX XXXX Body : Your Question : Then again, I guess maybe you forgave my loan since no balance shows in my account. I guess Ill ignore any future money you demand just like youve ignored thousands of your borrowers.
++++++++++++++++ I might as well send you other emails I sent to them. This one is from XXXX XXXX on their secure messaging site ( no counselor ever called me... that was the second time they said someone would call me ) : This one was sent on XXXX XXXX, XXXX after my employer had faxed them proof of my employment start date. I wanted to make sure they received it but they wouldn't give me a yes or no answer. And, yes, I tried multiple times to call them after this. I've called dozens of times since XXXX of XXXX.
Sent Date : XX/XX/XXXX XXXXXXXX XXXX XXXXody : Your Question : Hi, You requested that my employer send my exact start date. My business office faxed it Friday but it doesn't show on my submitted documents. Can I confirm that you received it? Please call me at your convenience if you are able. Thank you, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, A request has been submitted on your behalf to have a Student Loan Counselor reach out to you shortly. In the event that we do not reach you, please contact us toll free at XXXX and we would be happy to assist you.
If you have any additional questions, please contact us toll free at XXXX MondaXXXX XXXX XXXX XXXX XXXX XXXX, Tuesday through Friday XXXX XXXX XXXX XXXX XXXX., and Saturday XXXX XXXX XXXX XXXX XXXX CT.
Thank you, MOHELA Phone XXXX Fax XXXX TDD Dial XXXX XXXX XXXX XXXX T-F, & XXXX Sat. CT. XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX. or after XXXX XXXX. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX.
This one was sent on : XX/XX/XXXX XXXX XXXX Body : Your Question : I've been calling and emailing about when my approval for my XXXX will go into effect. The last phone conversation I had said to wait to hear from Mohela by the end of XXXX. Mohela still hasn't contacted me about whether or not I'm approved and when my loans will be forgiven and you received my transfer this past XXXX. First it said to wait 10 days after the transfer for more info and now it says it can be up to 30 days before hearing back. I'm now going on 120 days waiting for information from you all. What gives? Please advise on the status of my application ( and yes, I know you've received it and it's been on file since XXXX... I even sent another one thinking you misplaced the first one since I wasn't hearing back from anyone... I've literally checked in with you guys more than a dozen times ). Thank you, XXXX XXXX XXXX MOHELA 's Response : In order to provide exemplary service, we want to make sure that we are addressing your questions and concerns accurately. Due to the complex nature of your Public Service Loan Forgiveness ( PSLF ) inquiry, we need you to speak with a Public Service Loan Forgiveness ( PSLF ) Specialist. Please call us toll free at XXXX. Monday XXXX XXXX XXXX XXXX XXXX., Tuesday through Friday XXXX XXXX XXXX XXXX XXXX., and Saturday XXXX XXXX XXXX XXXX XXXX. CT.
Phone XXXX Fax XXXX TDD Dial XXXX XXXXXXXX XXXX, XXXX T-F, & XXXX Sat. CT. XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov.
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| 06/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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This letter is intended as a formal complaint against Missouri Higher Education Loan Authority ( MOHELA ) and their current practice of misrepresenting eligible payment and employment counts towards this participant of the XXXX XXXX XXXX XXXX. This has continued to occur, despite repeated attempts by this client of MOHELA to seek clarification and correction of their XXXX status to accurately reflect their eligible employment history.
Specifically for the dates of current/ongoing employment from XX/XX/XXXX thru XX/XX/XXXX ( approximately XXXX years of made and eligible payments ) which have for the first time not been accurately noted on clients progress towards XXXX completion, despite being accounted for correctly by every other official servicer of XXXX XXXX XXXX previously assigned to manage client loans, prior to MOHELA assuming oversight.
This clients frustrating experience seeking resolution combined with clear evidence of this issue not being an outlier for MOHELA XXXX participants creates perception this may not be a data entry error, but rather a purposeful omission/misreporting of XXXX eligibility data on the part of MOHELA, with intent to block this clients eligibility for XXXX loan discharge for MOHELAs financial gain.
In XX/XX/XXXX, at time of MOHELA taking over as loan servicer this client was XXXX ) Eligible for XXXX Discharge of approximately 55 % of clients outstanding loan balance ( DL XXXX, approximately $ XXXX ) a. This balance can not be XXXX until MOHELA provides correct and accurate employment certification, which MOHELA has failed to do.
XXXX ) Remaining 45 % balance ( DL XXXX, approximately {$23000.00} ) due for XXXX XXXX in XX/XX/XXXX.
a. This balance will not be eligible for discharge IF MOHELA does not correct and provide accurate employment eligibility certification, which to this date MOHELA has failed to do.
History with MOHELA : XX/XX/XXXX : MOHELA becomes student loan servicer for XXXX. Prior to MOHELA assuming service of these loans this client experienced XXXX issues with accounting of employment certification and applicable eligible payment counts.
XX/XX/XXXX : Client submits annual employment certification to MOHELA with correct employment history as noted ( and previously approved ) on all prior XXXX annual employment certifications.
XXXX Eligible Employment Dates Submitted : a. XX/XX/XXXX CURRENT ( NOT ENTERED INTO ACCOUNT ).
a. dated XX/XX/XXXX to current employer ( XX/XX/XXXX ) on XXXX XXXX XXXX XXXX submitted to MOHELA.
b. XX/XX/XXXX XX/XX/XXXX ( Documented accurately ) c. XX/XX/XXXX XX/XX/XXXX ( Documented accurately ) XX/XX/XXXX : Received notification from MOHELA indicating no employment history is acknowledged between XX/XX/XXXX and XX/XX/XXXX.
Client waited for correction to be applied to account but no correction made within following 3 months.
XX/XX/XXXX : Client made telephone contact with MOHELA representative XXXX who reviewed and confirmed error made on part of MOHELA data entry. XXXX placed a note in client file and initiated a request for information to be reviewed and corrected. XXXX informed client this would take approximately 90 days to be corrected, with notification via email to be received upon completion. XXXX days would have been XX/XX/XXXX.
XX/XX/XXXX : No corrections/changes made to account, no email or follow-up communication received by XXXX mark as previously indicated would occur.
XX/XX/XXXX : XXXXXXXX XXXX XXXX days after XX/XX/XXXX prior communication and promise of resolution within XXXX days. Client again made telephone contact with MOHELA representative XXXX, who again reviewed and confirmed error on part of MOHELA data entry, and again stated all she could do was request someone review dates of client employment which would take a further XXXX days to complete.
Client requested elevation to supervisor, as this was deemed unacceptable to wait a further XXXX days.
XX/XX/XXXX : XXXXXXXX XXXX Client placed on hold for supervisor for XXXX minutes. No supervisor or anyone else ever came online to address or assist. No confirmation ever offered client was till in queue for assistance, nor when that assistance may be provided. Client hung-up after XXXX on hold, with XXXX communication or contact from supervisor or otherwise. Client immediately called MOHELA again.
XX/XX/XXXX : XXXXXXXX XXXX Client again made telephone contact with MOHELA representative XXXX, who reviewed and confirmed again the error being on part of MOHELA data entry. Client declined being placed on hold again for a supervisor due to XXXX wait with no communication on prior call. XXXX had a supervisor identified as XXXX XXXX come online to listen in as she elevated plan of correctio. Client was advised at close of call the case would be resolved with corrections reflected on account within XXXX business days of XX/XX/XXXX.
XX/XX/XXXX : XXXX XXXX XXXX total business days after XX/XX/XXXX promise of resolution within XXXX business days. No resolution provided, nor any follow-up communication initiated on behalf of MOHELA after XXXX waited XXXX total business days ( XXXX as indicated, plus XXXX more ) after XX/XX/XXXX conversation.
Client again made telephone contact with MOHELA representative XXXX (? ), who again reviewed and confirmed error on part of MOHELA data entry. Client explained the attempts previously made to resolve this and MOHELA staff placed client on hold for communication with supervisor. Supervisor again never made actual contact with client, but at XXXXXXXX XXXX client was told a supervisor was discussing situation and avenue for resolution.
XX/XX/XXXX : XXXX XXXX Client informed issue was to be escalated and management was emailed to look at dates and initiate correction. Placed on hold for discussion between rep and supervisor.
XX/XX/XXXX : XXXX XXXX Client told dates being corrected through XX/XX/XXXX, with certification needed for most recent and current employment history from XX/XX/XXXX thru current date. Client informed MOHELA rep that this annual recertification was in process with employer and would be uploaded in coming days.
Client advised at close of call that review, correction and resolution would be completed no later than XXXX business days from this call. XX/XX/XXXX at close of business would be XXXX full business days post call.
XX/XX/XXXX : XXXX Annual Employment Re-certification uploaded to MOHELA, reflecting all prior XXXX eligible employment prior to and including XXXX ( current employer, uninterrupted and ongoing since XX/XX/XXXX ) continuous employment with XXXX XXXX XXXX XXXX XXXX XXXX
XX/XX/XXXX : XXXX business day after promised XXXX business day waiting period for resolution. No resolution or correction, nor communication received This is XXXX promise of resolution unmet within time frame provided ( XX/XX/XXXX : XXXX Days-Unmet, XX/XX/XXXX : XXXX business days-Unmet, XX/XX/XXXX : XXXX business days-Unmet ) XX/XX/XXXX : XXXX AM Client again makes contact with MOHELA representative XXXX who facilitated transfer XXXX Supervisor XXXX. XXXX again confirmed dates submitted by client were not noted accurately in account. Provided multiple different reasons for error XXXX ) the information sent by Dept of Ed was incorrect. Information we received indicate a start date of XX/XX/XXXX in most recent employment.
a. Client reminded her the dates should have been corrected upon review of my XX/XX/XXXX XXXX employment certification submission to reflect XXXX. XXXX acknowledged it should have been corrected at time of submission and review by MOHELA, but it was not.
2 ) You might have submitted another application at that time with incorrect dates a. Client stated again their employment history has been continuous and ongoing since XX/XX/XXXX and there would have been no different information submitted even if this had occurred. XXXX acknowledged this did not occur and is not a legitimate explanation When asked why no correction or even review has occurred in the XXXX business days since last call as promised : XXXX replied I see your last request for correction was placed on hold which is why it was not completed yet, but I dont know why. This is another example of MOHELA willfully neglecting to correct identified employment history errors with no rational explanation for failure to do so at any point.
Call ended with Client provided case # XXXX and phone number for XXXX XXXX XXXX XXXX, and instructed the corrections would occur within XXXX business days no later than XXXX XX/XX/XXXX.
At this time, it has become evident MOHELA has repeatedly and consistently neglected to correct an error which was : a ) Created by MOHELA ( despite attempts by supervisor in XX/XX/XXXX call to blame Dept of Education and the Client themselves for providing incorrect error. ) b ) Acknowledged by MOHELA in every communication as a data entry error on part of MOHELA, not the client.
c ) Resolvable by MOHELA only Client has attempted redress and resolution through all available avenues.
MOHELA has only provided : 1 ) Misinformation : Shifting responsibility for error, multiple promises of review and correction, elevation to management, follow-up communication.
2 ) waiting periods of XXXX days, XXXX business day, XXXX business days, and now advised again to wait XXXX more business days.
3 ) no resolution after any requested reviews for correction and any associated waiting period.
4 ) no communication unless initiated by Client.
Client is aware that since MOHELA has taken over as student loan servicer for XXXX XXXX XX/XX/XXXX : 1 ) There have been thousands of complaints regarding MOHELA and the inaccurate accounting of eligible payments for XXXX participants 2 ) The XXXX XXXX XXXX XXXX XXXX XXXX rating for MOHELA has been downgraded from XX/XX/XXXX A+ to the current XX/XX/XXXX rating of B due to the number of complaints regarding XXXX administration of XXXX program 3 ) XXXX also issued an ALERT regarding MOHELA, noting the XXXX has received an increase in MOHELA complaints due to the XXXX Program.
As of XX/XX/XXXX, absolutely XXXX resolution nor correction to account has been provided to client by MOHELA.
1 ) almost XXXX months ( XX/XX/XXXX ) since client submission of correct information to MOHELA for employment certification.
2 ) Almost XXXX months ( XX/XX/XXXX ) since client was informed of erroneous employment history being entered, and 3 ) almost 5 months ( ongoing since XX/XX/XXXX ) since dedicated attempts to correct MOHELAs acknowledged data entry error began on part of client.
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| 09/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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To whom it may concern ( CEO/Person of highest authoritiesXXXX XXXX XXXX ) , I , XXXX XXXX, The consumer and obligor has noticed a billing error. The creditor has failed to give me proper notice of this billing error several times. I have noticed every account statement is in invoice of indebtedness, also having a coupon/check attached to it. On this invoice the creditor is attempting to collect a debt that has already been paid. They claim that this is a debt that I owe. How is that possible if the amount that theyre asking for isnt a negative balance? And how is it possible that this debt is still owed when my signature on my application is payment of the debt? I, XXXX XXXX ( the obligor and consumer ) I am giving proper notice of this billing error. This is my final attempt to clear and dismiss of any debt that the creditor claims that I owe.
According to 15 USC 1666b timing of payments states A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date.
The creditor has failed several times to provide me ( the consumer/obligor ) with each periodic statement and information required by section 1637 ( b ) of title 15 USC 1666b . The creditor has not gave me proper notice within 21 days of the payment due date as required by 15 USC 1666b. What is a late payment? And how can that payment be late or past due if it is not a negative balance? How can a due payment, late, missed, or past due balance exist if my signature on my application for credit is payment of the debt?
According to 15 USC 1666d Treatment of credit balances States Whenever a credit balance in excess of {$1.00} is created in connection with a consumer credit transaction through ( 1 ) transmittal of funds to a creditorin excess of the total balance due on an account, ( 2 ) rebates of unearned finance charges or insurance premiums, or ( 3 ) amounts otherwise owed to or held for the benefit of an obligor, the creditor shall ( A ) credit the amount of the credit balance to the consumers account ; ( B ) refund any part of the amount of the remaining credit balance, upon request of the consumer ; and ( C ) make a good faith effort to refund to the consumer by cash, check, or money order any part of the amount of the credit balance remaining in the account for more than six months, except that no further action is required in any case in which the consumers current location is not known by the creditor and can not be traced through the consumers last known address or telephone number.
Every account statement has failed to demonstrate indebtedness. For example if I borrow {$20000.00} shouldnt my account statement show a negative $ XXXX? And every time I make a payment it would reduce that amount bringing the negative balance closer to {$0.00}? None of the account statements show a negative balance, only a positive balance. According to the law a positive balance means that there is a surplus. This debt that the creditor claims I owe does not belong to me. And Though they say this debt isnt yet due, they are expecting me to pay this debt AGAIN in the near future. I can assure this debt WILL NOT BE PAID AGAIN. I DO NOT CHOOSE TO PAY THIS DEBT TWICE!! This debt has already been paid for with my signature and no longer belongs to me!
According to 18 USC section 8 Obligation or other security of the United States defined States The term obligation or other security of the United States includes all bonds, certificates of indebtedness, XXXX bank currency , Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States, stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceledUnited States stamps. All debts public and private are the obligation of the United States. The creditor claims that I owe/owed this debt but what exactly am I paying for if the debt has already been paid for with my signature? The obligation has already been paid for. So why are they claiming that I owe/owed this debt? This billing error notice is also a notice of request for refund by I, XXXX XXXX ( the consumer/obligor ).
According to 15 USC 1666d section A, section B, section C, States A ) credit the amount of the credit balance to the consumers account ; ( B ) refund any part of the amount of the remaining credit balance, upon request of the consumer ; and ( C ) make a good faith effort to refund to the consumer by cash, check, or money order any part of the amount of the credit balance remaining in the account for more than six months, except that no further action is required in any case in which the consumers current location is not known by the creditor and can not be traced through the consumers last known address or telephone number.
I am now requesting a refund of ALL payment AND dismissal and discharge of this debt. I XXXX XXXX ( the consumer/obligor ) I am also requesting that the accounts be ceased and desist IMMEDIATELY. The creditor is trying to fraudulently and illegally double dip on payment of this debt. I will NOT pay this debt twice!! The creditor has furnished I, XXXX XXXX ( the consumer/obligor ) with deceptive forms several times ( See attachment A ) creating a false belief that I owe this debt.
According to 15 USC 1692J Furnishing certain deceptive forms States It is unlawful to design, compile, and furnish any form knowing that such form would be used to create the false belief in a consumer that a person other than the creditor of such consumer is participating in the collection of or in an attempt to collect a debt such consumer allegedly owes such creditor, when in fact such person is not so participating. ( b ) Any person who violates this section shall be liable to the same extent and in the same manner as a debt collector is liable under section 1692k of this title for failure to comply with a provision of this subchapter. The creditor has been racketeering and extorting money out of XXXX, XXXX XXXX ( the consumer/obligor ) several times. This is totally illegal and they could go to jail for this.
According to 18 USC 1961 Definitions States 1 ) racketeering activity means ( A ) any act or threat involving murder, kidnapping, gambling, arson, robbery, bribery, extortion, dealing in obscene matter, or dealing in a controlled substance or listed chemical ( as defined in section 102 of the Controlled Substances Act ), which is chargeable under State law and punishable by imprisonment for more than one year ; ( B ) any act which is indictable under any of the following provisions of title 18, United States Code : Section 201 ( relating to bribery ), section 224 ( relating to sports bribery ), sections 471, 472, and 473 ( relating to counterfeiting ), section 659 ( relating to theft from interstate shipment ) if the act indictable under section 659 is felonious, section 664 ( relating to embezzlement from pension and welfare funds ), sections 891894 ( relating to extortionate credit transactions ), section 932 ( relating to straw purchasing ), section 933 ( relating to trafficking in firearms ), section 1028 ( relating to fraud and related activity in connection with identification documents ), section 1029 ( relating to fraud and related activity in connection with access devices ), section 1084 ( relating to the transmission of gambling information ), section 1341 ( relating to mail fraud ), section 1343 ( relating to wire fraud ), section 1344 ( relating to financial institution fraud ), section 1351 ( relating to fraud in foreign labor contracting ) However, I am willing to overlook this matter AS LONG AS ALL of my request are resolved AND completed within 5 days of receiving this notice.
According to 15 USC 1666a regulations of credit reports States, ( a ) Reports by creditor on obligors failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligors credit rating or credit standing because of the obligors failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency. If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title. If my request is not resolved AND completed within the given time frame above, I will take this to higher authorities. The creditor now has 5 days within receiving this notice to refund me, clear/dismiss the debt, and cease and desist of the account. The creditor ( Mohela ) has furnished this debt on my credit report WITHOUT MY CONSENT. I, XXXX XXXX, consumer and natural person, am aware of all rights that I have, and which are protected by The Congres under the Fair Credit Reporting Act ( FCRA ).
Ignoring this Cease and Desist will be evidence that the infringements were wiling, deceptive, and in violation of the FCRA.
I have been more than kind & patient. Now is not the time to investigate!
Kind Regards, XXXX XXXX XXXX XXXX XXXX [ XXXX ] UCC 1-308.4 without prejudice/recourse
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| 03/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I've made several attempts to contact MOHELA, the lender overseeing the PSLF program ( Note : I don't have an account with them because my loans were forgiven with XXXX but all reconsideration cases for PSLF are assigned to them, so someone there is looking at my cases ). My contact involved the previous lender XXXX as well. When the PSLF waiver came to be, they processed my qualifying employment but discharged my loan BEFORE my old employer was added to my qualifying count. I had consolidated my loans in XX/XX/XXXX, before the waiver came to be. Per my documentation, my loans were discharged on XX/XX/XXXX when they should have been discharged on XX/XX/XXXX. Look at the estimated eligibility dates on the letters from XXXX from XXXX and XXXX of last year. Because I was in the correct loan type and had qualifying employment, I am owed a refund for overpayments from XXXX. I've put in several reconsideration requests, and after a significantly long wait, they all gave me generic responses of 'congrats, your loan is forgiven. ' They didn't look into my case, account, or any documentation I sent them. Here is a timeline : XXXX - XX/XX/XXXX I consolidated my loans to the correct, qualifying IDR payment and direct loan type and transferred loans from XXXX to be serviced by XXXX to be able to start qualifying for PSLF several years before the waiver came to be. I recertified my employment and IDR annually from this point. I never missed a payment throughout my student loan, ever.
XX/XX/XXXX This is the date that I KNOW my loan should have been discharged because of my employment records with the updated waiver and the PSLF Notification letter dated XX/XX/XXXX.
o Based on my records and in consult with two separate loan provider customer support and several ombudsmen, I am owed a refund of 30 payments from XXXX XXXX XX/XX/XXXX, totaling approximately {$7.00}, XXXX XX/XX/XXXX This is the date that is listed as my account being closed on the Federal Student Loan website I *believe* this is because of a letter dated XX/XX/XXXX, from XXXX updating my payment count to XXXX and the estimated eligibility date as XX/XX/XXXX.
XX/XX/XXXX I submitted employment certification information to XXXX the day after the announcement. A qualifying employer has gainfully employed me since the inception of the PSLF program ( XXXX XXXX ). One didnt count before the waiver, so I re-filed a PSLF application on this date with the updated employer information.
XX/XX/XXXX, XXXX I spoke with XXXX to follow up on my account ; they resubmitted my former employer for review they saw at the time that my current employer had only been counted. Advised to do a PSLF Reconsideration Request.
XX/XX/XXXX - Filed PSLF Reconsideration Request XX/XX/XXXX Received PSLF Notification Update counts and Estimated Eligibility Date for PSLF is listed as XX/XX/XXXX XX/XX/XXXX Received PSLF Notification Update counts and Estimated Eligibility Date for PSLF is listed as XX/XX/XXXX XX/XX/XXXX Student Loans are forgiven due to PSLF waiver under XXXX XXXX XX/XX/XXXX Spoke with XXXX and was advised to do a reconsideration request on studentaid.gov if I didnt see something in a couple of weeks XX/XX/XXXX Filed PSLF Reconsideration Request XX/XX/XXXX Filed a complaint with the Federal Student Aid office.
XX/XX/XXXX XXXX office closed my complaint and responded with a generic response about the PSLF program.
o I responded to the email as it said I could. I never got a response.
XX/XX/XXXX Spoke with an ombudsman at Federal Student Aid. Agreed with me that I should get a refund and advised me to do a reconsideration request. Told the loan servicer to determine the reconsideration request ), and that XXXX was transitioning all PSLF accounts to MOHELA. Sees that the reconsideration request is under review with MOHELA. Advised to contact them if they dont finalize and to reach out under the current reconsideration request.
XX/XX/XXXX Spoke with XXXX contact. Stated it was complicated now because of the MOHELA transfer of PSLF program. My account history is with XXXX. I should add information to my reconsideration request ( i.e. the correct discharge date and # of qualifying payments XXXX and that Federal Student Aid used the XX/XX/XXXX discharge date incorrectly.
XX/XX/XXXX - Filed PSLF Reconsideration Request, with updated information from the phone call documented above.
XX/XX/XXXX Spoke with XXXX at MOHELA, then XXXX with a customer advocacy team transfer. I was told that XXXX XXXX should be responsible to do the refund because they had my account at the time and advised that the Department of Education has to tell the lender. That I should call and speak with a supervisor at XXXX XXXX and it takes 30-60 days typical processing time.
XX/XX/XXXX I spoke with an agent at XXXX and was disconnected from them after a 2 hour wait time, they never called back.
XX/XX/XXXX Emailed the FSA ombudsman account never got a response.
XX/XX/XXXX Called FedLoan back and spoke with XXXX ( a supervisor ). She agreed with me and my case with the number of qualifying payments. She looked at my account on the National Student Loan Data Center and stated that I had pristine account payments since XXXX and SHOULD BE ELIGIBLE FOR A REFUND based on the 169 eligible payments and employment certification. And that the Federal Student Aid office should be reviewed sometime in the next month and asked that I be patient.
XX/XX/XXXX - Received a notification in concerns to PSLF Reconsideration Request ( filed on XX/XX/XXXX ) that At this time, we do not have an estimated completion time for your request. Many factors impact our response time, including the complexity of your request, the location of your historical records, and the number of requests we receive.
XX/XX/XXXX Received a notification in concerns to PSLF Reconsideration Request, ( filed on XX/XX/XXXX ) that At this time, we do not have an estimated completion time for your request. Many factors impact our response time, including the complexity of your request, the location of your historical records, and the number of requests we receive.
XX/XX/XXXX Responded to my email to the FSA ombudsman account dated XX/XX/XXXX never got a response.
XX/XX/XXXX - Received a notification in concerns to PSLF Reconsideration Request ( filed on XX/XX/XXXX ) that At this time, we do not have an estimated completion time for your request. Many factors impact our response time, including the complexity of your request, the location of your historical records, and the number of requests we receive.
XX/XX/XXXX Called FSA Ombudsman advised again that the case is with MOHELA now and in their queue and I should call them. Also told that my account was apparently transferred/assigned to XXXX on XX/XX/XXXX with no notification whatsoever.
o I called MOHELA and couldnt get through their phone line because it requires an account with them ( It wasnt recognizing my SSN or DoB ). I searched the website for another way to contact them. I tried signing up for an account. I tried calling their direct loan XXXX XXXX I couldnt get through in any way to talk to a real, live person.
o I tried setting up an account on XXXX and couldnt I tried with my DoB and SSN, but am guessing since I have a XXXX balance with them. I submitted a form email to them this day.
o I called back and spoke to another FSA ombudsman who transferred me to the Loan Discharge Forgiveness department. The gentlemen there advised me to upload documentation ( I cant do that because I dont have an account ), that I should e-mail ( I cant theres nothing listed on the MOHELA website ). And I should fax or write a letter because its XXXX.
o I tried calling back to MOHELA and did all the normal tricks of an automated system nothing worked. I visited their social media outlets and there is no way to direct message them or leave a comment or feedback.
XX/XX/XXXX received a response from XXXX email : Thank you for contacting XXXX.
The Social Security Number, Name, and Date of Birth referenced in your e-mail does not match any accounts XXXX currently has on file.
Please follow the instructions below to access your federal student loan information on the Federal Students website. You will need your FSA ID. You will have access to more information about all your loans held by the Department of Education here including access to your Master Promissory Note.
XX/XX/XXXX submitted Reconsideration Request with all documentation.
XX/XX/XXXX received an update to PSLF reconsideration request ( from XX/XX/XXXX ). They didnt review anything from it : Thank you for submitting a Public Service Loan Forgiveness ( PSLF ) and Temporary Expanded PSLF ( TEPSLF ) Reconsideration request.
We have reviewed your account. Congratulations! You have received Public Service Loan Forgiveness.
Check your online portal at https : //www.mohela.com for information on your student loans. If you are signing into your MOHELA online portal for the first time, you will need to create an online account with MOHELA. Your online portal displays your discharge information, including your qualifying payments and months eligible to become a qualifying payment with qualifying employment. For any additional information on PSLF or TEPSLF contact MOHELA at XXXX.
This reconsideration review is closed.
Sincerely, Federal Student Aid - I faxed MOHELA a letter on XX/XX/XXXX ( attached ) I haven't heard back from them.
- I filed another reconsideration request on XX/XX/XXXX with literally every piece of documentation I have. Haven't heard back yet.
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| 09/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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Here is the original message I sent to Mohela : Dear XXXX XXXX, I hope this letter finds you well. I am writing to address some significant concerns I have regarding the handling of my student loans by the XXXX organization. I believe it is crucial to bring these matters to your attention, even though I understand that XXXX XXXX is no longer my servicer. My aim is to request that the federal government and/or Mohela, my current servicer, thoroughly investigate this matter regarding the removal of my loans due to what I believe to be illegal practices by student loan companies. First and foremost, I wish to highlight several instances where your organization 's actions appeared to be inconsistent and, in some cases, legally questionable. These actions have not only affected my financial stability but have also had severe emotional repercussions. XXXX and Denial of Application : I experienced a perplexing situation wherein my application for loan assistance was initially accepted, only to be subsequently denied without a clear explanation. This uncertainty caused significant anxiety and stress, impacting my overall well-being. Loan Transfer and Redirection : My loans were transferred to XXXX XXXX and then redirected back to XXXX. These abrupt changes in loan servicing created administrative chaos and made it challenging to manage my financial obligations effectively. The constant uncertainty surrounding the status of my loans has led to persistent anxiety. Misinformation About Eligibility : I was informed that I needed to make ten years of payments when, in reality, the program 's requirements were different. This misinformation led to unnecessary financial burdens, mounting stress, and sleepless nights as I struggled to comprehend the situation. Failure to Process Submitted Forms : On several occasions, I resubmitted required forms, only to receive continued denials without any follow-up or clarification on the specific issues that led to these denials. This lack of communication further exacerbated my anxiety. Increased Interest Rates : The fluctuation in loan servicing caused delays in processing, resulting in heightened interest rates. These additional costs have further strained my already fragile financial situation, intensifying my anxiety. Forbearance Without Consent : My student loans were placed into forbearance for a year without my consent or request. This adversely affected my credit score and, consequently, my ability to secure housing. At one point, I lost home ownership due to the negative impact on my debt-to-income ratio, causing immense stress and emotional distress. In addition to the significant financial hardships caused by these issues, the mental stress and anxiety have taken a considerable toll on my overall well-being. The constant turmoil and uncertainty surrounding my student loans have affected my ability to focus, maintain healthy relationships, and enjoy life without persistent worry. While I understand that XXXX XXXX is no longer my servicer, I believe it is imperative that the federal government and/or Mohela thoroughly investigate the matters I have raised regarding the removal of my loans due to what I believe to be illegal practices by student loan companies. I implore you to thoroughly investigate this matter and take corrective action as necessary. Ensuring fair and consistent loan servicing practices is essential for individuals like me who rely on these programs to pursue higher education and achieve financial stability. I appreciate your prompt attention to this matter and look forward to any assistance and support you can provide in addressing these concerns.
MOHELA 's XXXX : Dear XXXX XXXX, Thank you for contacting MOHELA. Our records indicate, a response was provided to many of your concerns with a document dated for XX/XX/XXXX. A digital copy has been sent to your web account in a separate correspondence. If you would like to report concerns with a prior servicer, you will need to contact studentaid.gov and file a complaint with them. The Revised Pay as You Earn ( REPAYE ) plan has changed to the Saving on A Valuable Education ( SAVE ) plan which may significantly decrease monthly payment amounts compared to all other IDR plans. If you are already enrolled in the REPAYE Plan you will automatically be put on the SAVE Plan. More information on these upcoming changes is available at : https : //studentaid.gov/SAVE. Congress recently passed a law preventing further extensions of the payment pause. Student loan interest resumed on XX/XX/XXXX, and payments will be due starting in XXXX. We will notify borrowers well before payments restart. The earliest first payment due date after the payment pause ends will be no sooner than XX/XX/XXXX. On XX/XX/XXXX, the XXXX Department of Education ( XXXX ) announced several changes and updates that will bring borrowers closer to forgiveness under income-driven repayment ( IDR ) plans. These adjustments to accounts include conducting a one-time revision of IDR payment counters to address past inaccuracies and permanently fix IDR payment counting by reforming EDs IDR tracking procedures going forward. Based on the newly eligible months from the one-time account adjustment, borrowers who have reached 240 or 300 months ( as applicable ) worth of payments for IDR forgiveness or 120 months of PSLF will begin to see their loans forgiven in XXXX. The Department will continue to discharge loans as borrowers reach the months needed for forgiveness. All other borrowers will see their accounts update in XXXX. More information on these upcoming changes is available at : https : //studentaid.gov/announcements-events/idr-account-adjustment. If you have any other questions or concerns, please contact us at the number listed below. Sincerely, Customer Advocacy Team Phone XXXX, Fax XXXX, TDD Dial XXXX, XXXX M, XXXX XXXX XXXX XXXX XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX mohela.com fb.com/MOHELA.usa @ MOHELA This message, from a debt collector, is an attempt to collect a debt. Any information obtained will be used for that purpose. California residents : The state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before 8 a.m. or after 9 p.m. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at 877.FTC.HELP or www.ftc.gov. ATTENTION MASSACHUSETTS BORROWERS : If you are struggling with your student loans, please fill out the form located at : https : //www.mass.gov/forms/submit-a-student-loan-help-request to get help from the Ombudsman 's Student Loan Assistance Unit . State of XXXX 's Student Loan Assistance Unit XXXX My follow-up response XX/XX/XXXX : Dear Mohela, I would like to thank you for your recent response to my complaint. While I appreciate your prompt attention, I would like to address a few points in your reply.
First and foremost, I want to emphasize that when you acquired someone else 's debt, you also assumed the associated responsibilities, including rectifying any issues tied to those loans. My initial complaint was a direct result of concerns related to the handling of my student loans, which I believe have been mishandled.
It is essential to recognize that the loans in question were previously managed by XXXX, an entity that has since been closed. This has raised significant challenges in addressing and resolving the issues I have encountered. I understand that XXXX ' closure is not under your control, but it does not absolve you of the responsibility to address these concerns.
I would also like to inform you that a formal complaint has already been filed against Fedloans due to their actions in managing my student loans. In light of the transfer of these loans to Mohela, the issues persist and continue to affect my financial situation. Therefore, I intend to file a similar complaint against Mohela, as the issues remain unresolved.
My primary goal in raising these concerns is to ensure that the loans currently under your administration are accurately managed and that the challenges I've faced are properly addressed. I believe it is crucial to recognize the legitimacy of the issues at hand and take proactive steps to resolve them.
I appreciate your understanding of the situation and look forward to a response that acknowledges the specific concerns I have outlined. It is my hope that we can work together to reach a satisfactory resolution.
Sincerely, XXXX XXXX
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| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing to make a complaint on the various issues I have had with my student loans since XXXX. I am sure you are receiving numerous complaints and I am sorry to add one more but after all these years, I still am continually given the wrong information and led down the wrong path to resolve my student loan debts. I am going to start with a basic time line and issues around what I have faced since XXXX.
Timeline : XXXX XXXX XXXX and student loans moved to payment options. My husband ( Ex-husband now ) also had a student loan debt from XXXX. Interest rates were really high and started having children so working parttime. Got into the consolidation trap and took my exs student loan and my student loan and consolidated into one loan under my SSN.
XXXX consolidated loan was transferred from one private company to another. No clear guidance or options provided on how to deal with monthly payments and was always just told to put into deferment.
XXXX XXXX husband lost job and was without a job for 3 years and only living off one income. Again, multiple companies and same issue of putting loans into deferment vs other options to pay.
XXXX Fighting to get PSFL program for student loan to no avail. Things are falling apart at this point with courts and working toward divorce with ex-husband.
XXXX XXXX finally going through. I called fed loans to try again to get help with student loans since I was now responsible for the full amount of the debt in the divorce because it was under my SSN. Thank goodness due to my divorce, they were able to do a consolidation to put me in the correct direct loan to be a part of the PSFL.
XXXX XXXX Finally started making payments toward qualifying payments on PSFL.
Kids are finally starting to go to college and my PSFL was mine and then I was also taking out parent plus loans toward their education. Fed loan was great. My PSFL was treated as a separate entity and my IDR paperwork was for the PSFL to ensure I still met all the requirements. I had two payment plans, one for the PSFL that was XXXX and credited my account with the qualifying payments, while my parent plus loans were standard and applied specifically to those obligations.
Of course, I had those weird months that were not qualified payments due to XXXX paperwork being processed and having to pay the {$5.00} so of course I figured 10 years would actually be XXXX due to XXXX month a year not being given qualifying payments.
XXXX XXXX Everything goes to XXXX again and I am spending months on the phone due to XXXX mess up after another, documents getting lost because contracts have changed and my fed loan is now moving to Mohela. My payment counts go from XXXX to XXXX to XXXX to XXXX to XXXX. Mohela says it is student XXXX responsibility and student aid cant give me any answers. Everyone around me who just got in during the consolidation in XXXX have their debt forgiven with the one-time adjustment and I am still fighting over just the payments and counts from when I was in the program since XXXX.
XXXX XX/XX/XXXX send email to Mohela to address payment counts. They respond with student aid needs to tell them the count and maybe by spring XXXX they XXXX get to me. I can understand but when I am showing that my payments are much higher than theirs and I should only have XXXX payments left just based on XXXX being in program when they are telling me I still have XXXX payments left to pay it can be a little frustrating.
XXXX XX/XX/XXXX I send a complaint to the student aid site about the payment count issues and discrepancy and they respond on XX/XX/XXXX with the same canned comments that Mohela did about being patient and they may get to me by XXXX XXXX.
XXXX XX/XX/XXXX call Mohela to discuss payment plans. Currently they have me on standard repayment at XXXX a month and have parent plus loans and PSFL as one payment plan. They told me to go to student aid and do IDR. Student aid says XXXX would be XXXX a month and then tell me to consolidate my parent plus loans. Seriously I am this close to the finish line and they want me to consolidate and start back at XXXX counts. Mohela wont treat them as separate plans so I know my qualifying payments are going to the XXXX while my parent plus is getting payments so the interest does not cap at the end of the year. ( That is why I am in this current situation for a student loan that started at XXXX and is now XXXX ) I have to start making payments in XXXX and play catch up on interest for XXXX and still have no clear end in sight on how I am going to pay and make sure my qualifying payments dont get messed up like they currently still are.
Based on the new one-time payment adjustment, prior to entering into PSFL in XXXX, by pure luck, I met the rules of 32 months of deferment ( divorce and court issues ) for any reason and yet they cant seem to give me those credits. There are also at least XXXX payments that are not credited that qualify just for the XXXX time period. With all of these simple to validate payments, I would be way past the XXXX and the PSFL should be forgiven just like the rest of those who have already had their forgiven.
If I could get the PSFL resolved, there would be no issue or confusion paying on my parent plus loans. I am sure there are quite a few folks in the same situation with me that have parent plus and PSLF and they should not be treated as the same loan and payments in XXXX chunk that Mohela determines where the money will be applied. They do say you can go in and put specific payments to specific loans but there is nothing on whether those payments that you as a borrower break up would still count as qualifying payments on the XXXX. Student aid is taking no stance or has no understanding on this as well and is leaving it up to Moehla.
I dont think I am asking for much but I have been battling this since XXXX and have been battling it even more since they moved over to Mohela as well as the one-time payment adjustment and COVID qualifying payments. It is just very frustrating to still keep fighting this especially since I have worked for the same government qualifying employer since XXXX.
I cant afford the IDR payments and will barely make the XXXX standard. I just want the PSFL to finally be forgiven based on the payment counts and new rules on what qualifies as a payment count. I am so close to the end and cant seem to get either agency to come to an agreement on how my counts should be handled or even how I should be making monthly payments. I know that if I make standard payments, I will probably not get qualifying payments put to my PSFL. My other fear is that they will take the one lump sum and put it all toward my oldest debt which is the PSFL and my parent plus loans will have the interest continue to accrue and be capped on the principle at the end of the year which will put me in the same situation I am in from my personal student loans back in XXXX. I also feel there should be clear guidelines for those borrowers who have personal student debt and parent plus to have the ability to treat them as different payment streams so payments are applied correctly, especially if you have some in PSFL and some in parent plus loans. Borrowers should have the right to have clear guidelines and understandings in place when it comes to multiple type loans and how those payments could be applied without causing issues with PSFL or other types of forgiveness options.
I have included the various emails I discussed in this letter as well as the PSFL employee verification that I have uploaded to Mohela and documents showing what payments are missing from my qualifying and which ones they list as non-qualifying.
I have been very patient throughout this whole process but with payments now coming due and no clear guidance and still having issues just getting qualifying payment counts addressed, and having no clear avenues to make complaints, I just want fair treatment for borrowers and not a pick and choose and how do they even pick and choose who they will look at compared to who they will keep putting off. I am so close to the end, I did not pursue any of the other forgiveness options that were available to me and I figured why when with the one-time adjustment, I was way past the XXXX. I did send a similar complaint to my state representative as the website suggested and their response : It would be fiscally irresponsible for the government to pay off your student loan debt. Didnt even address the issue of policy and procedure needs to be in place to address these issues in the first place around student loans and moving to a better path forward. I also called the Ombudsmen group and they also told me they could not help me with this issue and to be patient.
Thank you for your time and hope this helps in building a better repayment option for borrowers in my circumstances for monthly payment plans.
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| 11/02/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My experience with MOHELA since I was forced to move my student loans from my previous service provider to them due to the XXXX Waiver program has been an extremely poor and a profoundly stressful experience. I'll try to keep this as short but also as descriptive as possible. My previous loan service provider had approved me for my XXXX XXXX XXXX in XXXX of XXXX which would allow me to participate in the XXXX program. I have documentation to validate this. Then I was forced to move my loans to MOHELA due to them being designated through the Biden Administration as the providers who will be servicing those who applied for the XXXX program. At first, things were OK, after a month or so I received my payment tracking which showed how many payments I had credited through the waiver program to my loan and which ones needed to have employment verification yet, which I sent to them. All my employment from XXXX to present date was approved, and I had XXXX consecutive months of forbearance, in which I was not in school, that I was told would be applied towards my account after the XXXX Waiver ended on XX/XX/XXXX. However, when the loan was transferred, they did not carry over my approval for the XXXX payment plan which I need to be able to make qualifying payments to the XXXX program. I called them, please understand that during this time, around XXXX or so, the wait times were maybe about XXXX minutes, irritating, but manageable. That staff person said that they could do the application for the XXXX payment plan over the phone and thats what I did. She read off the plans and since shes the representative I assumed that she was the expert in this area so I trusted her feedback and we continued with the application. She said it would show up on my online account within XXXX business days, meaning my $ XXXX payment would now show the estimated {$220.00} payment/month. This didnt happen. I called back. Wait time was about XXXX minutes. The gentleman on the line stated that there was nothing to worry about. I then looked at my documents section in my account and it showed denied for the XXXX application. I NEVER received an email stating this, I only ran across this when I looked at my documents tab. He stated pretty much that they are just behind and that it just got pushed back but that it would be processed soon. I waited for about 2-3 weeks and nothing. So I called back, this wait time was about 1 hour 20 minutes. The woman was pleasant and really seemed like she wanted to help and understood my frustration at this point. She stated that the original staff person that filled out my verbal application over the phone stated that I refused to give them my spouses financial info. My spouse and filed separately, and I do not have access to her information. I told them this when I did the application but they did not enter it correctly. So they re-entered the re-application for the XXXX program. This was on XX/XX/XXXX. On XX/XX/XXXX I received a message on my MOHELA account stating that I was denied. At this point I put in my application for the XXXX plan, a plan which I understand that Ill pay a lot more per month, but at least the application would be in the processing stage before the XX/XX/XXXX deadline hit. Understand that I was told by their customer service rep that as long as it was submitted before the XX/XX/XXXX deadline it would be OK, which it was. Now the date of me writing this narrative is XX/XX/XXXX, so about 2-3 weeks ago, my account no longer showed the payment tracker. I have photocopies from when the tracker was up that I had 66 payments applied so far with an additional 10 that were eligible but just needed the employment verification filled out, which I did, and submitted this on XX/XX/XXXX. Over the last XXXX weeks, Ive placed NUMEROUS calls to MOHELA. I was able to make contact with 5 staff members over a one-month period. Please understand I was on hold for well over two hours on every attempt, and I made SEVERAL attempts over this period of time, way more than just the 5 times I was actually able to connect to somebody. The first one did my verbal application incorrectly. The second one stated that it would all be good, it was just taking a while to process my XXXX application. The third one, resubmitted my application and was pleasant to work with. The fourth one told me immediately she was in training, I was on hold for 2 hours and 37 minutes to get herthen after about 20 minutes she said her supervisor was contacted and would contact XXXX contacted me. The fourth one, also in training, with screaming babies in the background during our conversation, could not give me any answers that I could not find on the MOHELA website, she also said she was going to transfer me to another Deptthen I was on hold for about 43 minutes, and then cut off. Now Ive filed complaints with The XXXX XXXX XXXX, my local congressman, my State Senator and the XXXX XXXX XXXX. MOHELA responded to my complaint from the XXXX and their fix was that they said their customer advocacy center was going to contact me within the next several business days. OK, understand that Ive made several attempts to already contact their customer advocacy center and encountered the same thing, ridiculous hold times and I get cut off. Along with their apologetic language in their response, they said Im welcome to reach out to their customer advocacy center or go into my online account to get more informationhhhhmmmmm.I file a complaint with one of my major complaints being that I CAN NOT make contact with anyone at MOHELA because of the ridiculous wait times, or I get cut off with no call backbut they invite me to contact them or go into my account to get more information. So their fix is to try to make contact with their customer advocacy center, where I did try three times over two days, first estimated wait XXXX minutes.second, 113 minutes.and then by some divine intervention I call at XXXX XXXX XXXX timeits one minute estimated wait time, this was this morning, XXXX minutes later, nothing, still on hold.i had to hang up and go into work. Now Ive made SEVERAL attempts to try to call.before work, after work, on Saturdays.NOTHING. I sent XXXX messages through their MOHELA website on XX/XX/XXXX, XXXX on XX/XX/XXXX, one on XX/XX/XXXX, one on XX/XX/XXXX, and two on XX/XX/XXXX. After I sent the message their auto response stated that it takes up to three ( 3 ) business days to get a response. XX/XX/XXXX and XX/XX/XXXX were more than XXXX business days ago. Ive asked them to just PLEASE give me information on why my tracking has disappeared, why their automated phone system stated that I have XXXX, NO, payments credited to my loan, and I NEED answers to my questions regarding the XXXX application process. Now.the XXXX application is very confusion. I was denied in XXXX of this year.found out I was denied just by chance, was never notified via message. Then I reapplied on XX/XX/XXXX, was notified on XX/XX/XXXX that it was denied through a message in my inbox in my account.however, in my uploaded documents section, it still says processing.so one place on the site says denied, one place says processing.so now this raises more questions.if my SECOND application for the REPAYE is still processing, then whats going to happen because I also now have an application for the XXXX thats active and processing as well? ... ... this should be able to be cleared up with a simple phone call to MOHELA.IF I COULD EVER GET THROUGH TO TALK TO SOMEBODY! This is the issue. Its this constant round and round. MOHELA does not respond, does not call back, and has done almost nothing but cause me and my family extreme stress over these last few months, and to me its ABSOLUTE LUNACY how this can continue? Who is here to protect people like me? There have been letters sent to MOHELA from XXXX XXXX XXXX on XX/XX/XXXX and other letters sent on XX/XX/XXXX to MOHELA from the XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX that support what Im struggling with when it comes to dealing with MOHELA. These are easily accessible through a simple online search. Im grateful to the Administration in their attempts to rectify the XXXX program and fix the issues that have plagued this program for years, however, if the service provider that we were all FORCED to move our loans to is allowed to continue with this carelessness when those who they are supposed to SERVE are left wondering what their financial future is going to be.it is absolutely asinine and I would expect more in todays day and age.
P.S. I have printed/downloaded documentation that supports every claim that Ive made in this letter.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Summary : My student loans are serviced by MOHELA. I have made several inquiries about two difference forbearances that I was notified about in XXXX ; neither was applied and my student loan account is now 2 months past due as a result. I am told by phone reps that I have a forbearance application " pending '' which should bring me current if approved, but I have not received anything in writing and am concerned that I won't even have a decision in hand until after I have yet another payment or two past due that was suppose to be held back by forbearance ....
Details : On XX/XX/XXXX, I received notice of an administrative forbearance to be placed on my account covering XXXX. I did not apply for this forbearance, but I did rely on it in my financial planning and made plans to resume payments in XXXX. On XX/XX/XXXX, I received notice of another forbearance, for which I had applied by checking a box during my SAVE Plan application. This notice stated : " We have approved your request to make a payment ( s ) in the amount of {$5.00} during your forbearance period ( listed in the enclosed Loan Declaration ) '' ( XXXX ). The same day, I also received notice that my IDR plan had been approved ....
I kept a close eye on my account, and when my first payment for XXXX showed up as due in full, I was a bit concerned, but I had the notices in hand, so I just kept checking my account. I was aware that MOHELA has been having a lot of trouble keeping up with the advent of repayment and that there were extremely long processing lags. For example, I just got a response today to a message I sent on XX/XX/XXXX, which said : " Your recent secure message received on XX/XX/XXXX is expected to be reviewed and responded to within the next 15 business days. '' So I figured that my account would be updated eventually to reflect the forbearances ....
On XXXX, I made the {$5.00} payment, but my account still showed that the remainder of my full payment was due. On XX/XX/XXXX, seeing no change, I sent a message asking about whether either of the forbearances I had received would be honored. That message was sent 4 days before my due date. I received a response on XX/XX/XXXX that ignored my questions about the forbearances I'd received, and just said that my account was past due and that a list of available options for lowering or suspending my payment would be sent separately. On XX/XX/XXXX I wrote back again, and received no reply ( until today, XXXX ) ....
On XXXX I called and spoke with a couple of different reps, neither of whom could explain to me why I had not rceeived either of the forbearances I'd been notified about. I explained that I had relied on the forbearance notices and as a result would not be able to start making my monthly payment until XXXX. One of the reps even insisted to me that I, myself, had " deleted '' the forbearance on XX/XX/XXXX, even though I reminded her that I could not have done that because a ) I had no notice of the forbearance or awareness of its existence until XX/XX/XXXX, and b ) loan consumers are not actually able to decline a forbearance without talking to a rep or communicating that desire in some way, which I had not done. Still, she told me, " it clearly says here, 'user deleted ' on XX/XX/XXXX '' ; I asked her whether it could be possible that I was not the user in question, and reminded her that I only received notice of the forbearance on XX/XX/XXXX - in MOHELA 's own messaging system ....
Ultimately I spoke with a forbearance specialist who said that the best option was probably to put in a new application for a forbearance to cover XX/XX/XXXX, and that, if approved, it would bring my account current and let me resume timely payments that will count towoard my Public Service Loan Forgiveness ( for which I'll be eligible after just 9 more qualifying payments ). She said I would receive notice of the application and decision within some reasonable number of business days, and that if it was denied I could appeal. I took this option and in the meantime, a second payment, for XXXX, went past due and was added to my outstanding amount ....
On XX/XX/XXXX, having not heard about the forbearance application anything yet, I called back again. I once again spoke with a main line customer service rep and then a forbearance specialist. I had to explain the situation from the beginning both times, and expressed that I was only calling to ask about the application from the XXXX call, which neither rep could verify had actually had been submitted or existed at all. After several holds, the forbearance specialist was eventually able to verify that there was an application for forbearance " pending '' on my account, and that this pending status was why I hadn't yet received any notice, of even the application itself. She placed me on another hold, and eventually the phone started ringing, and a third customer service rep answered. Again, I had to explain the situation from the beginning, listen to the creditor declaration, verify my contact information ....
Unfortunately, this third rep was absolutely *obsessed* with trying to explain to me why MOHELA was not required to honor the forbearances they had themselves placed on my account; according to her, both forbearances were simply voided without notice at the time that my IDR plan was approved. She stated and restated this so matter-of-factly. Didn't matter that I received the notice of the {$5.00} forbearance at the exact same time as the IDR approval ; didn't matter that neither forbearance notice described this particular condition anywhere on its face; didn't matter that I had only received notice of the forbearances existing and had never received notice of them desisting. She didn't care about the dates that I received notice of anything, even though they were clear in my MOHELA inbox ; instead, she insisted that I should only ever go by the dates that things happen in their system, as if I should magically know when those might be. It was actually extremely difficult to remain civil and patient with this woman, and I have a lot of extra patience in these situations since I've worked as a phone service rep myself- including a stint at a student loan servicer, ironically ....
On every call I have tried to be clear, kind, expressly sympathetic with the admin backlog they are facing, and to the point with my questions. As I write this, I still have no evidence of the pending forbearance application. I am not heartened by the fully 44-day lag time between my XX/XX/XXXX message and the reply I received today ( which was of course just letting me know that I should receive an actual reply within about 3 more weeks ). I do not know whether my XXXX payment will be covered by a forbearance or not. I have been planning since XXXX to make this month 's payment and all going forward until my Public Service Loan Forgiveness is processed and official, however long that may take after I can apply. However, I could not get good information on the phone about whether the payment will apply to XXXX or rather to my outstanding past due amount ( which I'm told is going to be cleared and brought current if I receive a forbearance ), nor about whether such a payment will count toward my PSLF qualifying payments if the forbearance does ( or does not ) end up being applied ....
I am not the kind of person to not pay my bills, and watching my account go deeper and deeper past due while not being able to access any kind of immediate ( or even reasonably imminent ) or reliable resolution is so stressful. No actual accountability whatsoever on the part of MOHELA, though I have to credit the reps who have tried to be helpful. I am a lawyer and really do not understand how this kind of behavior by a servicer could possibly be legal. There's no context I know of where someone can be provided notice of a legally binding action that gives rise to rights and obligations, and it can just be voided without any notice whatsoever ( and the dates of actual notice received apparently don't matter ). It's wrong, and I'm far from the only one this is happening to. If a middle-aged lawyer who has been around the block a few times ( and once worked for a loan servicer themself! ) can not get any good information or relief here, I can only imagine what's happening to people half my age.
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| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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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.
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| 05/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Summary of Events Overview The crux of this matter is that MOHELA errantly sent two checks totaling {$49000.00} to a now defunct organization without my approval or consent. In so doing, they sent checks into the void that got cashed and they now claim that I owe them that money, despite this being their mistake. To make this right, I demand that the balance of my account be reset to the rightful amount, being {$13000.00}. A reduction of {$54000.00} from the current amount of {$68000.00}. The full summary of events is as follows.
Original Loan Amounts My original balance with MOHELA was {$100000.00} at original principal. This amount went up as some of these loans accrued interest over the years they were held by MOHELA.
XX/XX/XXXX - I refinanced my federally held student loans with XXXX. After paying off what I could of the MOHELA loans, I had a balance of {$58000.00} remaining. While interest rates were good, I chose to refinance with a non-federal institution - XXXX. This process went smooth and nothing went wrong.
XX/XX/XXXX - After the Student Loan Forgiveness plan was announced, I had friends telling me that, since I had paid down my federal loans in the period of the pandemic, I could call into my federal loan servicer ( MOHELA ) and request a refund of {$10000.00} ( the maximum that I could be forgiven under the loan forgiveness plan ) and then that {$10000.00} would be forgiven if the Student Loan Forgiveness plan were to be enacted. I called in to MOHELA on XX/XX/XXXX to request the refund of {$10000.00} so that amount would be forgiven when the Student Loan Forgiveness plan went into effect.
While on the phone with the MOHELA representative, I explained that I was seeking a refund to a voluntary payment made during the pandemic of {$10000.00}. I did not want more than {$10000.00}, as {$10000.00} was the maximum that could be forgiven. When I explained this, the representative was happy to oblige and told me that others had been doing the same. She told me I would see the {$10000.00} in my bank account in the next 30 days or so.
XX/XX/XXXX - Around 30 days after this, I was surprised to start receiving several small payments from the Department of the Treasury into my bank account. These deposits totaled {$3800.00}. I was a little confused why they didnt go all the way up to the {$10000.00} I requested. But I decided to wait to give it a few more days since I had initially been told it would be 30.
A few days later ( not sure of exact date ) I got a check in the mail from the Department of the Treasury for {$65000.00}. This came as quite a surprise, as I had only requested {$10000.00} to be refunded. I can not remember if I called in to ask about the amount at this point and what I should do with it, but I believe I did. At this point, I logged into my MOHELA account and noticed that the total balance it said I owed was now up to the total amount I had received, plus an additional {$49000.00}. I was super confused because I didnt know where that money had gone and I was attempting to pay it back to MOHELA XXXX minus the {$10000.00} I had requested.
After calling in to MOHELA multiple times and waiting on several hours ( approx 6 ) of holds, I finally got through to someone who explained to me where the other money was. Since I had refinanced, that money had been paid back to XXXX. I was directed by MOHELA that it was now my responsibility to reach out to XXXX and get them to pay back the {$49000.00} that MOHELA had errantly paid them. I asked if MOHELA could do this, since I was just the borrower and didnt have relationships with these other financial institutions, but they told me it was my responsibility. I was upset at this, since I had only requested {$10000.00} and now was being tasked with hunting down the money that I did not request and was errantly paid to XXXX.
When I called XXXX, I learned that XXXX no longer existed. They had been replaced by a different company, XXXX XXXX, who now held my loans. I explained the situation to them and they said that there was little they could do, but they would do a full audit and see if they could track down the checks. They ended up not being able to hunt down and the checks and said that they were not showing in their systems as having been cashed so they were unwilling to write the check back to MOHELA.
I reached back out to MOHELA to explain the situation to them. After many more hours of waiting on hold, I was told that they would have to do some digging to see if the checks were cashed and that they would get back to me. I finally received a response on XX/XX/XXXX that the checks had in fact been cashed. But I couldnt see any details. I was told that I would need to take this proof back to XXXX and ask them to recut the checks to MOHELA to make up for the amount that MOHELA had errantly paid them. I protested and asked that they do this themselves, since I was not well-suited to be the one driving this matter forward. But they told me I was responsible to do so, so I did.
I took the checks to XXXX and explained what I had been told by MOHELA. XXXX then directed that they would do further research into the matter and see what they could learn. About a month later, they called me back and told me that they didnt have a record of the checks but could clearly see they were cashed. They suggested I call XXXX XXXX, the bank that was listed on the check as having cashed it, and see who had cashed it. I was extremely frustrated at this point as there was no way anyone at XXXX was going to tell me who had cashed the checks since I was listed nowhere on the checks. But even so I did it. When I called, I was told that I could not be furnished that information since I was not on the check or an account holder and I would need to contact the account holder.
XX/XX/XXXX - Then I reached back out to MOHELA to try and get the whole matter resolved. They told me that again, they would do research. Instead of wait, I decided to try and get both MOHELA and XXXX on the phone at the same time. In the course of so doing, I was continually told that I had requested the full refund, which was flatly false. I had requested only {$10000.00} to be refunded. I was never informed that I could only receive all payments made or no payments made as a refund at any point during my initial call with MOHELA. And, even if I had been, they still errantly paid {$49000.00} to a company that no longer exists and are holding me accountable for their error. After hours, I was finally able to do so and asked them to work this out so I could get on with my life. XXXX claimed they couldnt find the money because MOHELA had sent the check incorrectly to a now-defunct organization. MOHELA claims that none of that matters and that I owe them the money. After all of this, I asked what the next step was after being escalated to their corrections department at MOHELA. The representative told me that the time had come for litigation, because they would not expunge the debt until forced to do so and XXXX remained unwilling to pay. I can not believe that a student loan servicer told me that I would have to sue them in order to right my balance and make up for their multiple misdeeds in this entire process.
As a result of all of this, my credit score has taken a hit for having an extra {$49000.00} of debt that I do not have. In addition, I have wasted countless hours, had to take time off from work, and more to deal with this. Not to mention the stress and anxiety this has all caused me so far. On top of it all, MOHELA still will not expunge the {$49000.00} that they show I owe until I sue them to do so.
My MOHELA balance now shows that I owe {$68000.00} to them. Which is not the case. Im not sure where this interest is coming from, but the maximum I would possibly owe to them would be {$18000.00}, but even that does not make sense. I paid them back all but {$10000.00} of the check they wrote me and kept the additional {$3800.00} that was paid to me in direct deposits. As such, I should only owe them {$13000.00}.
Attached to this complaint is a summary of events with images and a copy of the checks that MOHELA sent to XXXX showing they have been cashed.
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| 11/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Good day MOHELA, This is in response to your response to the complaint # XXXX originally submitted on XX/XX/XXXX. Your response was noted on XX/XX/XXXX and it was found to be unsatisfactory. Please see additional information below, as this was submitted as feedback to the original complaint response, but that complaint is now closed. I am resubmitting this issue and my additional views on the matter. Thank you Thank you for your response, however I find the ruling on my employment verification from XXXX XXXX XXXX XXXX to be unacceptable at this time. First, when my employment verification form was rejected by XXXX XXXX XXXX the first time, all that was requested was a XXXX from the employer to prove my employment. I supplied the XXXX, but it was never processed by them. It was not until my loans were transferred to your company that a paystub was requested. I would be happy to forward the letter I received from XXXX XXXX XXXX to you, so you can see that all that was asked for was a XXXX. Also, several customer service representatives noted that all that was required was a XXXX as well, as this was verbal Confirmation that this was all that was needed. However, when I spoke to a MOHELA representative on XXXX, I, again, was assured that all that was needed was a XXXX and that required pay stubs were generic wording sent to clients. Based on your response to my complaint, this is not the case. How do you plan to educate your representatives to give accurate information to clients and clear up these discrepancies?
Now, attached to my verification form is a copy of my employment offer letter that was issued to me by XXXX XXXX XXXX XXXX, stating that the position is a full - time position ( first line of letter ), XXXX XXXX shifts ( XXXX ), and indicating my start date. I take this to mean that the job that was offered to me met the minimum federally required hours to be considered a full time position.l, otherwise it would be illegal for them to state this fact. The letter is written on company letter head, and signed with hand written signature by the XXXX XXXX XXXX XXXX XXXX.
After researching how long pay stubs should be kept but both business and individuals, The XXXX XXXX XXXX XXXXXXXX only requires companies/businesses to hold on to pay information/employment records for approx. XXXX XXXX. Their guidelines are as follows : How Long Should Records Be Retained : Each employer shall preserve for at least XXXX XXXX payroll records, collective bargaining agreements, sales and purchase records. Records on which wage computations are based should be retained for XXXXXXXX XXXX i.e., time cards and piece work tickets, wage rate tables, work and time schedules, and records of additions to or deductions from wages. These records must be open for inspection by the XXXX 's representatives, who may ask the employer to make extensions, computations, or transcriptions. The records may be kept at the place of employment or in a central records office.
I would be happy to forward you their guidelines.
The XXXX requires individuals to keep documents related to tax filings submitted without issue for XXXX XXXX, and employment records to be kept for XXXX. Their recommendations are as follows : Period of Limitations that apply to income tax returns XXXX. Keep records for XXXX XXXX if situations ( XXXX ), ( XXXX ), and ( XXXX ) below do not apply to you.
XXXX. Keep records for XXXX XXXX from the date you filed your original return or XXXX XXXX from the date you paid the tax, whichever is later, if you file a claim for credit or refund after you file your return.
XXXX. Keep records for XXXX XXXX if you file a claim for a loss from worthless securities or bad debt deduction.
XXXX. Keep records for XXXX XXXX if you do not report income that you should report, and it is more than XXXX XXXX of the gross income shown on your return.
XXXX. Keep records indefinitely if you do not file a return.
XXXX. Keep records indefinitely if you file a fraudulent return.
XXXX. Keep employment tax records for at least XXXX XXXX after the date that the tax becomes due or is paid, whichever is later.
This job is XXXX XXXX XXXX! A general Recommendation made by financial professionals is to Keep paystubs for XXXX XXXX, not XXXX XXXX. I happened to keep my original XXXX, though it is not recommended by the government to do so. XXXX time listed on the XXXX website is XXXX XXXX. My XXXX transcript that was also attached was not sufficient for XXXX XXXX XXXX the first time, even though it was taken directly off the XXXX website. Luckily, I kept my original XXXX and was able to submit them. My offer letter submitted to my verification form states I was a full time employee, my XXXX are there showing I did work at XXXX XXXX XXXX XXXX and was paid. Does anyone in your office hold their paystubs for XXXX XXXX? Does MOHELA have employment records from XXXX XXXX XXXX still available for review for their employees? I would be surprised if they did. Asking me to procure an XXXX XXXX XXXX pay stub is far reaching.
What I also dont understand, is that if XXXX XXXXXXXX XXXX represented XXXX XXXX XXXX XXXX when they were managing direct loans for clients, why should their criteria of proof of employment be different from Mohelas ? if you both represent the same entity, why did they not request pay stubs and you do? Should the burden of proof requirements have been the same for both servicers since you both represent the XXXXXXXX XXXX XXXX? Is this another barrier to prevent people from getting their payments recognized, and therefore closer to forgiveness, by asking them to procure information neither an employer or individual is required to keep after a lengthy period of time? Again, I would be happy to send you the letters I have from XXXX stating its a full time position ( though you already have it and have not acknowledged it. ) The XXXX FAQ on XXXX XXXX mentions XXXX as proof of employment. Paystubs are not noted on there at all. I have submitted a copy of the link for your review. XXXX XXXX XXXX
Please also See this FAQ sheet from XXXX XXXX regarding the definition of full time employment, where is states Most often, it is your employers definition of full time that counts. The link is below for your review. Paystubs on this form is an option, but not a requirement. Form states [ you may be ] asked to provide additional information or documentation to help establish your employment with a qualifying public service organization. This documentation may include an XXXX XXXX XXXX XXXX XXXX XXXX, [ OR ] other documents from your employer that substantiate your employment at the organization or documentation supporting your employers eligibility as a public service organization.
XXXX XXXX XXXX My offer letter from the employer clearly states Full time position on it, which, again, was supplied to you.
As far as the payment count, thank you for acknowledging that the tracker is missing this time period of XXXX. I also submitted to my employment verification form, as well as to this complaint, a transcript of the transactions I made to XXXX XXXX XXXX XXXX during the time in question that I procured from XXXX, my previous servicer. It shows that I made payments during an active repayment period shortly after my first direct loan consolidation in XXXX. My XXXX XXXX XXXX verification form form covers part of those dates ( XXXX ). You note in your response that you are working on updating the tracker and my file has not yet been looked at. Do you have a time period as to when this may occur? I can see my resubmitted form from XXXX XXXX has been processed, but no tracker updates have been made. Is there an estimated time that you will be addressing this issue so that I may look for progress? Will you look at the transaction transcript that I have supplied? Or is this something else that will be overlooked, as I was told by XXXX XXXXXXXX XXXX, no one there would look at it. I have been trying to rectify this since XX/XX/XXXX and it has now been XXXX XXXX XXXX XXXX since I was transferred to MOHELA. I would like a resolution to this issue, XXXX where my missing payments are restored.
Thank you
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| 08/08/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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To : FED STUDENT AID, MOHELA and Consumer Financial Protection Bureau From : XXXX XXXX - XXXX or XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX XXXX RE : Additional Feedback for OPEN FED STUDENT AID CASE # Feedback Case # XXXX RE : Follow up to Consumer Financial Protection Bureau Case # XXXX I have submitted 7 complaints to FED Stu Aid and MOHELA. ( 5 were closed without explanation and two are pending. This is a follow-up to Open FED STU AID XXXX # XXXX and CFPBS Case # XXXX ). I would like this case accelerated to the Ombudsman Program at FED STU AID and for a follow up at CFPBS.
I was employed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( from XXXX to XXXX ). I was employed during the PSLF approved period of XXXX to XXXXXXXX XXXX My PSLF form was initially submitted in XXXX and was denied with no reason stated. I then submitted an updated PSLF form in XX/XX/XXXX based on significant outreach by student loan advocacy groups and assurances that PSLFs would be processed differently under the new administration. It was received by MOHELA in XX/XX/XXXX and processed by MOHELA in XXXX XXXX.
I also worked with my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to ensure that I could participate in the PSLF. I met with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, which assists XXXX in obtaining PSLF and regularly contacted Student Loan advocate XXXX XXXX at XXXX. I explained that I was a XXXX XXXX and had in fact made over {$270000.00} in student loan payments in my lifetime. I felt entitled to a PSLF loan forgiveness after XXXX XXXX XXXX XXXX XXXX. I also needed to ensure that the original provisions of the PSLF expanded qualifications were honored as related to prior loan payments to private servicers, and the ability to retroactively count on-time payments for 10 years. During the COVID Pandemic, I retired in XXXX, so can not count payments going forward. I can not work until I am XXXX XXXX XXXX to satisfy PSLF!
I had loans serviced by XXXX XXXX, XXXX and later XXXX during the approved time period of XXXX. During this XXXX -year period I made XXXX on-time payments for student loans. I have actually paid over {$260000.00} in student loans in my lifetime and all payments since XXXX were all on time, never in default and never under forbearance. I still owe {$29000.00} in student loans and believe that after significant payment and on-time history, as well as pXXXX XXXX XXXX XXXX I should be able to obtain the forgiveness due. I was informed that I needed to consolidate the existing XXXX loan into a Direct Student Loan ( ICR ). I downloaded the form from the MOHELA website and followed the completion and submission instructions on the MOHELA website. I then met with XXXX staff to check the forms and they then faxed my Loan Consolidation form to MOHELA with a second PSLF form in XX/XX/XXXX. I have proof of fax of the IDR form from XXXX to MOHELA on XX/XX/XXXX and the PSLF form on XX/XX/XXXX. My employer mailed additional PSLF form copies as well.
As I was not a current MOHELA customer, MOHELA was unable to provide any information about the status of either document and after calling weekly from XXXX to XXXX, XXXX, I was unable to receive status updates or information. MOHELA staff were not able to provide information related to my loan consolidation form and I was told to wait 30, then 60, then 90 days for processing. I also contacted STUAID.gov repeatedly and was told that PSLF loans were contracted to MOHELA and I would have to wait for them to process the forms. I was also told by MOHELA that due to the federal loan forgiveness legislation and pending ruling, these issues would not be addressed until after XX/XX/XXXX. I also called XXXX repeatedly and was told no consolidation had occurred and no further information could be provided. It is disappointing that contracted private servicer processes are not visible to FED STU AID and assistance is not available when caught in a loop of misinformation or delays.
Finally. my PSLF forms appeared on the MOHELA site as being processed. There was no sign of the loan consolidation form being processed. I then was advised that a new organization, XXXX, had been contracted by STUDENTAID.gov to address loan consolidation in XXXX. I was also told after contacting XXXX that only XXXX ( not MOHELA, despite paper loan consolidation forms being available to download on the MOHELA website ) could process Direct Loan consolidations ( this type of loan is required for PSLF ) and it needed to be done online.
I then immediately completed a second loan consolidation form online and submitted it through XXXX. It was processed within 30 days. I also double checked with local legislators, my union, and other student loan organizations to ensure that I would be eligible for loan forgiveness as the loan consolidation resulted in high monthly payments and a longer term at a higher interest rate. Since my PSLF form had been received and I work for a public agency as a teacher, I moved forward.
During this time period, I had been contacted by XXXX who was doing a series of articles on student financial aid issues as related to PSLF. XXXX featured my story actually, and reporter XXXX XXXX continues to be interested in this saga.
In XX/XX/XXXX, I called MOHELA again, and was told that I had to wait until XXXX to receive PSLF loan forgiveness since past loan counts serviced by private servicers like XXXX had to be " HANDCOUNTED '' and then total payments tallied and then sent to MOHELA, from the National Student Loan Data System records. As I had XXXX qualifying payments with XXXX this was a key step to PSLF approval. In XX/XX/XXXX, I then filed a complaint with the Consumer Financial Protection Bureau as well as with MOHELA and another complaint which is still open with you at FED STUDENT AID. I received a letter from MOHELA within 15 days of filing the complaint, indicating that I had made only XXXX qualifying payments to my current DIRECT STUDENT Loan and I had presumably XXXX remaining. No mention of prior payments to XXXX was made, no mention of " hand-counting '' prior payments through the National Student Loan Data System and no mention of PSLF approval XXXX The letters sent from MOHELA do not describe status or actions, but rather a series of informational items that imply actions but are not clear.
I am well-informed on the student loan process and my rights, however, the cast of characters and the misinformation related to PSLF forgiveness has been hard to imagine or even believe. In addition to the lack of coordination between entities and the lack of transparency and the reliance of a forgiveness program on an entity that actually profits from NOT approving loan forgiveness, there is much wrong here. The rules are too complicated and difficult to understand, even for a community college teacher like myself. The changing rules, requirements and misinformation has been staggering. Additionally, call wait times often exceeded 1 hour on hold at MOHELA, and 30 minutes at FED STUDENT FIN Aid and XXXX, with complicated automated instructions, reduced call center hours and a host of new staff in training without the ability to accelerate complicated cases or address questions that deviated from general topics. The MOHELA website provides the same general instructions but no real place for complaints and sources to have problems resolved once a customer is past the general information phase. There is no way to accelerate requests, receive clarification or complain.
I need help here, but more importantly the PSLF system needs help. I understand that my case is more complicated, but on behalf of every teacher caught in a PSLF loop, these barriers have to be reduced.
I believe I am entitled and should be granted PSLF for my remaining NDSL balanc
e. I am requesting that FED STU FIN Aid, MOHELA and the Consumer Financial Protection Bureau as well as elected legislators look at the promise of the PSLF and the reality of individual case requirements and complications and step up. Thank you.
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| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My servicer is MOHELA. I have provided the details below, but in summary, I have evidence demonstrating that an agent of MOHELA obtained my debit card information under false pretenses, and ultimately charged a total of {$750.00}. MOHELA is aware of this and is working with me to identify the employee, and has granted me a forbearance through XX/XX/2023. However, interest will still accrue during this time unless I again provide MOHELA sensitive financial information something which they have already proven they can not reliably safeguard. On or about XX/XX/2023, I added my XXXX XXXX XXXX checking account information to my MOHELA account so that I could make automatic monthly payments. My balance due on XX/XX/2023 was {$1300.00}. On or about XX/XX/2023, my IDR application was approved, reducing my monthly payment from {$1300.00} to {$430.00}. On or about XX/XX/2023, I received a notification from MOHELA informing me that that XXXX XXXX XXXX could not locate a bank account associated with the information that I provided, and that I still owed the {$1300.00} that was due on XX/XX/2023. Admittedly, I did not see this notification until XX/XX/2023, when I checked my MOHELA account to ensure that my payment scheduled for XX/XX/2023, had been adjusted to reflect my new IDR payment. Upon realizing that I had apparently made a mistake, I immediately added my bank account information again, and scheduled a {$1300.00} payment for that day ( in addition to the {$430.00} payment already scheduled for XX/XX/2023 ). These XXXX payments, totaling {$1800.00}, would have satisfied my entire outstanding balance owed to MOHELA for XXXX and XX/XX/2023. On the morning of XX/XX/2023, I became concerned that I corrected my auto debit information too late for the payment scheduled on XX/XX/2023, to successfully process. I was especially concerned given that my XXXX payment was already overdue, and the notification I received from MOHELA on XX/XX/2023, advised that I could face late penalties. On XX/XX/2023, at approximately XXXX EST, I called MOHELA 's customer service number at ( XXXX ) XXXX XXXX with the goal of speaking to a MOHELA Agent about whether my updated auto debit information had processed, and if not, to see whether there was another way I could ensure that I satisfied my {$1800.00} obligation. An automatic recording advised me that the wait time was XXXX minutes and invited me to add myself to a call back list. At approximately XXXX XXXX, I added myself to that list and hung up. At approximately XXXX EST I received a call back from MOHELA 's number, ( XXXX ) XXXX XXXX. The woman on the other end of the phone advised that she was calling me back from MOHELA. She asked me to verify my full social security number and DOB ( which I provided like an XXXX ). The woman further advised that, because she was a " trainee '', her " mentor '' would be assisting her with the call ( these may not have been her exact words, but she said something to the effect of these words, which led me to believe that her " mentor '' was listening in, or at least monitoring this phone call in some way ). ** Note : I unfortunately do not remember this woman 's name, however MOHELA has already pulled the recording from this call and are working to identify her. *** I explained my situation to this woman, and she advised me that she could cancel my two pending payments, and that I could instead make the {$1800.00} payment on my debit card. This caught me off guard, because my MOHELA user account does not include the option to add a debit account. I asked her about this, and she said something to the effect of " we are in the process of adding this feature for users, but you can give me the information and I can add it on my end. '' I recall specifically confirming whether she could cancel the separate {$430.00} payment, since it had long been scheduled to withdraw from my account on XX/XX/2023, and she confirmed that she could. Admittedly I thought this was all a little odd, but at that point I had no reason to believe that this woman was anything other than a MOHELA employee. Additionally, because of her earlier statements about being a trainee, I thought her mentor was on the call, and figured that whomever it was would correct her if she was not providing accurate information. She even sent me confirmation at XXXX XXXX, via a general MOHELA email account, that my scheduled {$1300.00} payment had been canceled. Again, having no reason to believe that this woman was anything other than a MOHELA employee being monitored by a supervisor, and acutely aware of the {$1800.00} XXXX owed to MOHELA to satisfy my XXXX and XX/XX/2023 balances, I provided her my debit card information. All of it. Like a XXXX. At XXXX EST, I received another email from a general MOHELA account confirming my payment of {$1800.00} and providing a confirmation number of XXXX ( please note that MOHELA 's system is set to XXXX XXXX XXXX XXXX. When wrapping up the call, the woman asked if I would like additional information on IDR or public service loan forgiveness plan and I said yes. She emailed me this information from a general MOHELA email account at XXXX XXXX. XXXX then proceeded to provide all the boilerplate disclosures that one would expect after a phone call with a student loan servicer. At approximately XXXX EST, I received a text alert from my bank informing me that someone had attempted to purchase a gift card for {$510.00} from XXXX, a website that sells reloadable Visa/MasterCard gift cards XXXX and a variety of other gift cards to popular stores. I was not the person who attempted this purchase, nor have I ever purchased an online gift card from XXXX. Upon a review of my transactions, I saw that before the XXXX transaction, someone other than me had charged {$87.00} to insta cart. Both of these transactions occurred on XX/XX/2023, within approximately 40 minutes of the MOHELA representative obtaining my debit card information. Later on, my account reflected an additional Instacart charge for {$160.00}. After XXXX XXXX XXXX alerted me to the fraudulent charges on my debit card, I immediately froze the card. I had a pretty strong suspicion that the fraud had to be related to my phone call with MOHELA because of the proximity between the call and the fraudulent charges, and because I generally don't use that debit card for day to day purchases. I called MOHELA 's general number again, and was placed on hold for nearly XXXX hours. This time I did not feel comfortable reserving a call back, so I waited on the line the entire time. The next MOHELA representative I spoke with is named XXXX. After I explained all the circumstances, XXXX was extremely concerned. She immediately flagged that MOHELA agents are not allowed to take payment information over the phone, and certainly can not take debit card information over the phone. XXXX escalated the issue and I was transferred to someone named XXXX XXXX ( employee # XXXX ). XXXX and his supervisor ( first name XXXX XXXX combed through my account records and determined that the woman who stole my debit card information took steps to cover her tracks. For example, XXXX informed me that she was somehow able to change the time entries for the " note entries '' on my account to disguise her XXXX EST call to me. I have attached all the documentation that I have in support of my claim. It is my understanding that representatives from MOHELA are in possession of other information, including the identity of the responsible employee and a recording of the call where my information was stolen. Borrowers like me should not have to worry that actual employees of the institutions that the government entrusts to service student loans are stealing from them. I am thankful that the other employees of MOHELA have been genuinely helpful in helping me resolve this, but it is clear that it does not have appropriate safeguards in place to protect borrowers like me who are trying to be responsible and pay what they owe.
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| 12/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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MOHELA Attn : Customer Relations XXXX XXXX XXXX XXXX, MO XXXX Subject : Notice of Violations and Request for Remediation Dear MOHELA Legal, I have sent Mohela a dispute via their online portal in XXXXXXXX XXXX XXXX. Mohela has failed to investigate the information. Mohela information does not match up with Department of Education or Federal Student Aid. Mohela is in violation of the FCRA, FDCPA, and the FERPA Act. I continuously to reach out to this company about 19 inaccurate accounts on my credit report, and they have failed multiple times to fix this issue or permanently delete this information. I want to make sure that I'm exercising my rights with good faith and clean hands, but I believe at this point I need to file a lawsuit because nothing is being done. I also spoke to Mohela today on XX/XX/XXXX and the agent XXXX and she stated her ID number was XXXX. XXXX told me that this Company has no dispute process so they will continue to negligently report with no disclosures. This is a serious problem, and I will not tolerate it no more.
I am writing to express my deep concern and disappointment regarding multiple violations of federal laws by MOHELA, the loan servicer handling my educational loan account. It has come to my attention that there have been significant breaches of the Privacy Act of 1974, the Fair Credit Reporting Act ( FCRA ), the Truth in Lending Act ( TILA ), and the Family Educational Rights and Privacy Act ( FERPA ).
Details of the Violations : Privacy Act of 1974 : MOHELA has failed to uphold the provisions of the Privacy Act of 1974 by improperly handling and disclosing my personal information. This violation compromises the security and confidentiality of my sensitive data.
Fair Credit Reporting Act ( FCRA ) : I have discovered inaccuracies on my credit report due to MOHELA 's reporting practices. These inaccuracies have led to adverse effects on my credit standing, violating the FCRA 's provisions related to accurate reporting and dispute resolution.
Truth in Lending Act ( TILA ) : MOHELA 's actions have raised concerns about compliance with the TILA, particularly in providing accurate and transparent information about my loan terms, interest rates, and other pertinent details.
Family Educational Rights and Privacy Act ( XXXXRPA ) : MOHELA has failed to safeguard the confidentiality of my educational records, violating the FERPA 's provisions that protect the privacy of student education records.
Requested Action : I am requesting immediate remediation for the aforementioned violations. Specifically, I am seeking compensation in the amount of {$20000.00} for the emotional distress, financial hardship, and mental anguish caused by MOHELA 's actions throughout the year XXXX. This amount is reflective of the cumulative impact on my credit report and overall well-being.
Additionally, I expect MOHELA to take the following corrective actions : Address Credit Report Inaccuracies : Review and rectify any inaccuracies on my credit report resulting from MOHELA 's reporting practices.
Enhance Privacy and Security Measures : Implement enhanced measures to safeguard the privacy and security of customer information, in adherence to the Privacy Act and XXXX.
Provide Transparent Loan Information : Ensure compliance with TILA by providing clear and accurate information about loan terms, interest rates, and other relevant details.
Documented Assurance of Compliance : Provide a written assurance that MOHELA will take immediate steps to rectify these violations and establish protocols to prevent future breaches of federal laws.
Failure to address these concerns within [ reasonable timeframe, e.g., 30 days ] will leave me with no choice but to pursue legal remedies available under the applicable federal laws. I trust that MOHELA will treat this matter with the urgency and seriousness it deserves.
Please direct any correspondence related to this matter to [ Your Phone Number ] or [ Your Email Address ].
Sincerely, [ Your Full Name ] I have sent Mohela a dispute via their online portal in XXXX of XXXX. Mohela has failed to investigate the information. Mohela information does not match up with Department of Education or Federal Student Aid. Mohela is in violation of the FCRA, FDCPA, and the FERPA Act. I continuously to reach out to this company about 19 inaccurate accounts on my credit report, and they have failed multiple times to fix this issue or permanently delete this information. I want to make sure that I'm exercising my rights with good faith and clean hands, but I believe at this point I need to file a lawsuit because nothing is being done. I also spoke to Mohela today on XX/XX/XXXX and the agent XXXX and she stated her ID number was XXXX. XXXX told me that this XXXX has no dispute process so they will continue to negligently report with no disclosures. This is a serious problem, and I will not tolerate it no more.
MOHELA Attn : Customer Relations XXXX XXXX XXXX XXXX, MO XXXX Subject : Notice of Violations and Request for Remediation Dear MOHELA Customer Relations, I am writing to express my deep concern and disappointment regarding multiple violations of federal laws by MOHELA, XXXX loan servicer handling my educational loan account. It has come to my attention that there have been significant breaches of the Privacy Act of 1974, the Fair Credit Reporting Act ( FCRA ), the Truth in Lending Act ( TILA ), and the Family Educational Rights and Privacy Act ( FERPA ).
Details of the Violations : Privacy Act of 1974 : MOHELA has failed to uphold the provisions of the Privacy Act of 1974 by improperly handling and disclosing my personal information. This violation compromises the security and confidentiality of my sensitive data.
Fair Credit Reporting Act ( FCRA ) : I have discovered inaccuracies on my credit report due to MOHELA 's reporting practices. These inaccuracies have led to adverse effects on my credit standing, violating the FCRA 's provisions related to accurate reporting and dispute resolution.
Truth in Lending Act ( TILA ) : MOHELA 's actions have raised concerns about compliance with the TILA, particularly in providing accurate and transparent information about my loan terms, interest rates, and other pertinent details.
Family Educational Rights and Privacy Act ( FERPA ) : MOHELA has failed to safeguard the confidentiality of my educational records, violating the FERPA 's provisions that protect the privacy of student education records.
Requested Action : I am requesting immediate remediation for the aforementioned violations. Specifically, I am seeking compensation in the amount of {$20000.00} for the emotional distress, financial hardship, and mental anguish caused by MOHELA 's actions throughout the year XXXX. This amount is reflective of the cumulative impact on my credit report and overall well-being.
Additionally, I expect MOHELA to take the following corrective actions : Address Credit Report Inaccuracies : Review and rectify any inaccuracies on my credit report resulting from MOHELA 's reporting practices.
Enhance Privacy and Security Measures : Implement enhanced measures to safeguard the privacy and security of customer information, in adherence to the Privacy Act and XXXX.
Provide Transparent Loan Information : Ensure compliance with TILA by providing clear and accurate information about loan terms, interest rates, and other relevant details.
Documented Assurance of Compliance : Provide a written assurance that MOHELA will take immediate steps to rectify these violations and establish protocols to prevent future breaches of federal laws.
Failure to address these concerns within [ reasonable timeframe, e.g., 30 days ] will leave me with no choice but to pursue legal remedies available under the applicable federal laws. I trust that MOHELA will treat this matter with the urgency and seriousness it deserves.
Please direct any correspondence related to this matter to - ( XXXX ) Sincerely, XXXX XXXX XXXX
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| 10/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XX/XX/XXXX To whom it may concern : This is a formal complaint about the educational loan provider Mohela. In my journey of education, I have had my school loans housed by many different providers. Mohlea in past, was very helpful. Now.not so much. I have been trying to apply for an income-based repayment program. I was on a income based repayment program prior to XXXX and I am now required to reapply for the program. This is what I have been trying to accomplish since XX/XX/XXXX. After the process of applying for the program through studentaid.gov electronically, I was to have my husband create an account and co-sign for me. As Im sure Im not the only one, this is not always an easy option for me. I went back to Mohelas website and found a paper copy to download in order for me to hand write and just obtain my husbands signature. I uploaded this along with a copy of my XXXX federal tax return on XX/XX/XXXX. I then received notification that the application would be processed in XXXX business days. I then receive electronic correspondence on XX/XX/XXXX informing me of a processing delay. On XX/XX/XXXX, I access my documents uploaded on my account profile online and see that the application was cancelled with no communication to me for the reason and I was never contacted for any needed of additional information. Not via electronically, phone or mail.
I tried to call several times in XXXX but was only met with a recorded response about the programs that didnt apply to my situation. After listening to about XXXX minutes of recording, the recording stated to call back during business hours. This puzzled me because it as in the middle of the day during my work break. Only after several attempts I decided to listen for a little bit longer after this request to call back during business hours only to see that the recording then moves on to the next menu where I am now able to select what Im calling about. This was frustrating and I felt very deceived.
So I reapply and reuploaded the same documents. The application form printed from Mohelas website and a copy of the XXXX federal tax return. I also composed a formal complaint letter and attached it to my uploaded application. This was on XX/XX/XXXX. XXXX. I received an electronic message and a phone call on XX/XX/XXXX from XXXX, a supervisor with customer advocate department. If course she called when I was unable to answer my cell phone due to being at my full time job. The voicemail consisted of a generic message of please call us back about a very important message and then listed the phone number ( the main line ) and the hours and of course, ends it with this is a call from a debt collection company in an attempt to collect a debt. So I call back later in the evening with about a 10 minute wait time. The customer service representative was very eager to try to help but had no idea why XXXX called me. She said that she saw I had an application pending. ( from XX/XX/XXXX ). She said it looked like it wasnt looked at yet and would put an expedite onto it since the XX/XX/XXXX repayment deadline was coming up. ( Later it was then changed to XX/XX/XXXX ). I did thank her for this. I asked if she could tell me why the original application from XX/XX/XXXX was cancelled. I mentioned that I received no information about it. She looked it up and said it was canceled due to duplicate information. This puzzled me because I sent in ONE application and ONE copy of my tax return. How was this duplicated information?
Next I receive electronic communication from Mohela on XX/XX/XXXX about a application processing delay. No big surprise there. The same steps that happened in XXXX and now happening again. About 2 or 3 weeks later, I check online and my status was still pending. I received notification of an electronic message on XX/XX/XXXX and the letter is dated XX/XX/XXXX. I was denied due to not providing income documentation and proof of family size for the period of time since I was last on the program. I did not receive ANY communication requesting said documentation. Not to mention the application asked for now many children are in my household and if Im married. The application states how many people are in my household and the XXXX tax return shows the social security number of my spouse and each of my children. Does this not provide proof of family size? Also does a tax return not show proof of income?
Next I get correspondence on XX/XX/XXXX stating a request for more information ( in the email header ) and in the email is asking to provide income documentation and family size from since I was on the income based plan. So I upload my last 2 pay check stubs and the last three years of my tax returns. I dont know what else they are looking for as everything was so vague. Today, XX/XX/XXXX, I now get another phone call from XXXX, the supervisor as the customer advocate, asking to call back at the main line. Now again, Im waiting to get through the XXXX minutes of pre-recorded messages only to have the system repeat three times to me I didnt get that before putting me in a que with a wait time of XXXX minutes. Well over 2 hours later.I gave up. I work XXXX jobs to make ends meet and have XXXX kids. My husband works too. My main job is customer service and reputation management and this treatment is horrible. Im also required to answer the phone at my job. I can not wait on hold for over 2 hours to talk to someone. Mohela DOES NOT offer call back options. Other reputable businesses and services at least offer that. Mohela DOES NOT offer email communication options. Heck even doctors offices know how to have secure email message as an option to streamline customers needs. Their website has a send email button in your user account. Only to be re-directed to their contact us page where you can only call or upload documents.
This is such poor service and if you just go to the XXXX or their XXXX page you can see so many angry and frustrated people. Many records of having to wait for over XXXX hours just to have someone not have an answer or get hung up on. Their response? .ask for a supervisor. Ok apparently thats another XXXX minute wait. In this day, NO ONE has the time to spend their entire day on the phone just tying to get a reasonable payment that isnt another mortgage payment after attempting to apply the proper way 2 times prior. And providing anticipated documentation only to be cancelled without explanation.
Im trying to be a responsible adult and repay the loan I took out. How am I supposed to go this if the only way to communicate is through their phone number and wait for a extensive period of time. This is ridiculous. I am seriously concerned that I will be unable to get this resolved before payments start back up on XX/XX/XXXX. I worked so hard to get my credit score to a good place after having to struggle with daycare payments for XXXX children. I am concerned that I will not get this resolved, which in turn will be a required payment of $ 1500 year month, which is more than a single paycheck for me. I fear I wont be able to pay and that this situation will destroy my credit. Ive been trying to get this finalized for THREE MONTHS now. At this point Im not interested in waiting on hold for over 3 hours to speak to someone who cant help me. What I need is a direct number to a supervisor or a direct number to someone who can help me. Even if I have to let a message and wait for a call back. Or better yet, process my application or tell me clearly what you need from me. Or may be a responsible company and set up chat features, customer call back features or set up a darn secure messaging system or hire more workers. Anything!
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Servicemember |
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*********Sent to the XXXX : I emailed Mohela and received this. I emailed them XXXX times & was told my loans were transferring. However, every other call told me they were previously transferred and the counts were updated. We received your PSLF application & are working them in the order they are received. Please allow up to 90 business days for processing. You will be sent notification after the processing is complete. I submitted my final XXXX documents in XX/XX/XXXX, prior to the XXXX deadline. Mohela told me via phone that they'd already had my other PSLF document come over from XXXX in XX/XX/XXXX. PSLF Application- XXXX Processing XXXX PSLF Application- XX/XX/XXXX Processing XXXX XXXX DL Consolidation Subsidized, XXXX, PSLF, TEPSLF, Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Subsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Subsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. Previous payments showed XXXX payments. Again, I was told to that my other periods would take care of the last XXXX payments. I have been a government employee well 10+ years. I submitted each PSLF document for the covered periods from each federal agency. I called mohela in XXXX XXXX XXXX XXXX XXXX and was told that it would take 60 to 90 days.
Desired Outcome/Settlement Desired Settlement : Contact by the business I would like my PSLF/TEPSLF counts to be adjusted so the loans are discharged/forgiven ; 1of the agents literally told me they were in the process of forgiveness and now they are saying they are tranferring. ; I want the truth of where my loans are and why the explanations keep changing.
Wednesday, XX/XX/XXXX MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Wednesday, XX/XX/XXXX Complaint : XXXX I am rejecting this response because : No contact has been made by mohela with me, nor any attempts by email or phone. I want direct answers to each of my concerns.
XXXX XXXX : Dear XXXX XXXX This message is in regard to your complaint submitted on XX/XX/XXXX concerning MOHELA. Your complaint ID is XXXX.
Below you will find the company 's position to your complaint.
What happens next?
Please review the company 's response to your complaint and advise the XXXX if you accept or reject its position.
If you reject the response, please indicate why and provide any documentation to support your continued dissatisfaction with the business.
Access to this complaint will close after seven ( 7 ) calendar days. If you respond after that time, please contact our office directly at XXXX XXXX XXXX
If you have any questions, please do not hesitate to contact our office.
Sincerely, Dispute Resolution Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX MESSAGE FROM BUSINESS : MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
**********MOHELA RESPONSE : Dear XXXX XXXX This message is regarding Complaint ID # XXXX MOHELA Thank you for following up with XXXX regarding your position in the above-mentioned dispute.
The business has provided XXXX with its position, which indicates a good faith effort. This matter is now closed in XXXX files, and will appear in the companys XXXX Business Profile as : Answered- the business addressed the issues within the complaint, but the consumer remains dissatisfied. While we regret we were unable to reach your desired resolution, you may provide new information or documentation with your position for review.
Please let XXXX know if you do not receive the letter from MOHELA within 10 days Thank you for using our services, and we sincerely hope you will contact us for pre-purchase information.
Regards, Dispute Resolution Department XXXX XXXX XXXX XXXXMohela response to my non-acceptance of their explanation.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear XXXX, This letter is in response to the Complaint filed with the XXXX XXXX XXXX regarding your student loan account with the Department of Education, which is currently being serviced by MOHELA.
Your concern, as we understand it, is regarding the transfer of your loans, as well as your payment count for the Public Service Loan Forgiveness ( PSLF ) Program.
Please know that we sincerely apologize for the frustration and inconvenience that this concern has caused you.
Issue # 1 : The transfer of your loans.
Your Direct Consolidation Loan disbursed XXXX XXXX XXXX is currently serviced by MOHELA, and has been since its disbursement. As the servicer for the PSLF Program, your loan will remain with MOHELA.
Our records indicate that you have no additional student loan debt that requires transferred to MOHELA.
Issue # XXXX : Your payment count.
Our records indicate that your PSLF applications, received through XXXX XXXX XXXX have been processed by MOHELA, yielding approved employment as follows : EMPLOYER BEGIN DATE END DATE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This, compared to the history of your loan, currently yields a qualifying payment count of XXXX towards the required 120 for PSLF. As your loan was recently consolidated XX/XX/XXXX, your qualifying payment count has been temporarily reset while XXXX prepares and provides information to MOHELA regarding recently announced flexibilities surrounding the PSLF limited waiver and Income-Driven Repayment plan account adjustment.
Later this XXXX, FSA will be providing the necessary additional information to MOHELA regarding qualifying periods of repayment, deferment, and forbearance prior to your consolidation. Upon applying the additional credits regarding qualifying periods, if you are determined to have made 120 or more qualifying payments toward PSLF, MOHELA will submit your information to FSA for a final review and determination. If approved, we will then begin the process of applying the forgiveness to your account, including refund requests for payments made after the date for which you qualify for forgiveness.
For additional assistance, please contact a member of our XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Sincerely, MOHELA XXXX***MY LAST RESPONSE TO MOHELA : XXXX XXXXXXXX XXXX Body : Your Question : Hi, Thanks for the info. MOHELA told me to consolidate and now I'm being penalized? You can't tell a customer to do something that is potentially damaging to them as you have here. This is unacceptable. In addition where is my current PSLF firm that was uploaded XXXX XXXX XXXX
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| 12/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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-- Issue Summary -- 1. Issue with Statement Billing : Loan servicer statements provided to borrowers on XXXX plans do not clearly indicate that the portion of their XXXX payment that is applied to their principal is reduced daily from the statement date, and that waiting until their due date may negatively impact them financially as their payment towards the loan principal is reduced. A due date implies that there will be no negative impacts if paid prior to that date. As a result, borrowers are negatively impacted when an XXXX payment made on the due date may no longer covered unpaid interest, and no portion of their payment is applied to their loan principal as anticipated per their billing statement, and as it would have been applied if paid on the statement date.
2. Issue with Autopay : According to the Federal Student Aid website, " If you sign up for auto pay, youll pay 0.25 % less in interest each month. '' This auto pay discount is also heavily advertised on loan servicer websites, including reminders that you will save XXXX amount if you sign up for autopay. However, loan servicers schedule autopay for the payment due date, and do not provide options for payment on the statement date or other sooner dates, resulting in interest accrual on loans prior to the due date. This negatively impacts borrowers on the XXXX income driven repayment plan. According to the Federal Student Aid website, " The XXXX XXXX eliminates 100 % of remaining monthly interest for both subsidized and unsubsidized loans after you make a scheduled payment. '' Because this full pay off of all accrued interest only occurs " after payment, '' loan servicers that limit autopay to the statement due date and apply the borrower 's payment to interest accrued as of that date negatively impact borrower 's ability to apply their payment to their principal balance.
-- My situation -- The issues described above have impacted me since I began repayment after the federal student loan pause. Prior to repayment resuming, I was approved for the XXXX XXXX for income driven repayment, and I had no unpaid interest outstanding on any of my federal student loans. Due to the issues outlined above and described in detail below, my loans have been negatively impacted, and I am concerned about the implications for all student loan borrowers.
XXXX. Issue with Statement Billing : With my prior servicer, XXXX XXXX, I received my first billing statement showing that my XXXX payment would fully cover unpaid interest on my loans, with the remaining payment amount applied to the loan principal. However, when I made my full payment prior to the due date, my payment did NOT cover all the interest accrued on my account ( as shown in the statement ) because interest had accrued between the statement date and the due date. I thought this was an error, so I contacted both XXXX and Federal Student Aid requesting my payment be applied per my statement. I received responses from both entities explaining interest had accrued between my statement and due date, which I was already aware of. However, I had assumed my payment would be applied as shown in my statement because I am on an XXXX Plan. The responses from both parties fail to recognize a fundamental issue with statement billing and repayment because it is not reasonable for a consumer to assume they will be impacted negatively by paying on or before the due date. A due date implies that there will be no negative impacts if paid prior to that date. However, I was negatively impacted because my payment no longer covered my unpaid interest, and therefore no portion of my payment was applied to my loan principal as it would have been if paid on the statement date. This is an issue that affects all borrowers, and particularly borrowers on XXXX plans.
XXXX. Issue with Autopay : After my first payment through XXXX, I received a notice that I wasn't signed up for XXXX, and that I would receive a monthly discount for doing so. I signed up for auto pay for future payments to receive the advertised discount. After signing up for autopay, I was again debited on my due date, and my payment, which should have covered all unpaid interest as of the statement date and then applied to my principal, only went to accrued interest. After this happened, I investigated my autopay options through the servicer, and confirmed they did not offer an option through the online portal to schedule autopay for the statement date. The following month, my servicer was changed to MOHELA because I certified employment qualifying for XXXX. Again, the servicer advertised discounts available to sign up for autopay, and again, I investigated autopay options, and MOHELA only offered autopay on the due date with no early options. MOHELA advertised that I would save $ XXXX if I enrolled in XXXX, which would be LESS than the interest I would accrue, and therefore reduce my principal payment by, if I enrolled in autopay that was debited on the due date. I am not currently enrolled in autopay because it would be financially disadvantageous, and I would like my payments debited on the statement date to receive the most benefit of my XXXX payment.
-- Why CFPB should take action -- XXXX ) It is a deceptive practice for consumers to receive a billing statement showing how their payment will be applied to their loans and interest without a clear disclaimer next to both the " due date '' and " unpaid interest '' calculation that these calculations only reflect unpaid interest as of the statement date and payments applied after the statement date will be applied to interest accrued as of that date, not per the statement. While there is a blanket statement about interest near the bottom of the statement, it is especially not clear to borrowers on the XXXX XXXX that when they make their payment on or before the due date, their payment XXXX not cover the interest as displayed in their statement because more interest has accrued since they received the statement, and none of their payment XXXX end up going to their principal balance. This is deceptive because reasonable consumers will rely on their statement to be an accurate reflection of how their payment will actually be applied on the due date, not how the payment would theoretically be applied if they paid on the statement date. It is also deceptive because a due date implies there are no negative consequences as long as you pay by that date.
XXXX ) It is a deceptive practice to advertise a discount for autopay that results in an increased cost to the borrower due to accrued interest when autopay is debited on the due date. For many borrowers, the autopay " discount '' is less than the interest that will accrue as a result of loan servicer practices that autodebit on the payment due date, instead of offering options for debit on the statement date. Therefore there is no autopay " discount '' for many borrowers, but in fact, an autopay penalty.
XXXX ) Loan servicer practice of autodebiting on the due date negatively affects consumer use of a government benefit through an auto pay discount. By not providing an option to schedule auto pay for the statement date, loan servicers are benefiting from denying a government benefit by collecting more in interest payments from XXXX borrowers. Further, the consequences of this issue should merit not only requiring loan servicers to offer autopay on the statement date, but defaulting and/or prioritizing that option.
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| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I am writing to file a complaint concerning the Department of Education and Mohelas failure to provide me with proper notification of the requirements to consolidate loans or the deadline to consolidate before XX/XX/XXXX.
I originally applied for Public Service Loan Forgiveness ( PSLF ) on XX/XX/XXXX. I did not receive notification about my loans until XX/XX/XXXX, nearly XXXX years later. The letter stated that only about half my loans were forgiven due to all of them not being consolidated. It then mentioned that I should consolidate my loans by the deadline of XX/XX/XXXX.
I was never given any notification of the deadline to consolidate loans or the requirements to qualify for PSLF. I only received a welcome letter dated XX/XX/XXXX, with no mention of the deadline or requirements. When I spoke to XXXX XXXX ( employee # XXXX ), she stated that the earliest I could have received the letter was XX/XX/XXXX, due to mailing delays and distance. She did state that this was not normal business practices. It is inconceivable that I would not consolidate my loans and have them all forgiven if given proper notification to do so.
The process of notification, getting help, talking to a representative, or getting up to date information has been a nightmare. I spoke with Mohela on XX/XX/XXXX. I was on the phone for one hour and eleven minutes. Trying to reach a person involved going through numerous menus that only encouraged me to hang up or go to the website for about twenty minutes. Then I was given the same deadline that I was not informed of. I asked to speak to a supervisor. After being on hold for another 25 minutes, I spoke with XXXX. She had no answers about why proper notification was not given. Numerous other attempts failed to even allow me to get to talk to a representative. Mohela just leaves you on hold and then the phone disconnects. The Washington Post reported that there have been complaints to the Consumer Financial Protection Bureau of wait times of 5-6 hours to talk to a representative ( XXXX XXXX XXXXXXXX ). The article listed XXXX active complaints of borrowers not being able to talk to representatives about such things as basic as loan amounts and payment counts. This article was written on XX/XX/XXXX, and I can testify that things havent been remedied. I know that I am not the only one who has been affected by the willful and predatory practices of the Department of Education and Mohela.
I believe that the Department of Education violated the Higher Education Act of 1965 by not giving yearly notice or explaining what was necessary to qualify for forgiveness for the public service loan forgiveness programs. The Higher Education Act of 1965 requires the Department of Education and service providers to provide yearly notice to borrowers about the terms and conditions of loan forgiveness programs. The Department of Education also has a duty to explain what is necessary to qualify for forgiveness.
These are the sections of the HEA of 65 that I believe were violated : 1. Loan services have a responsibility to provide proper notification to borrowers before disbursement of loans, as mandated by Section 433 ( a ) ( 1 ) ( A ) of the HEA. If borrowers did not receive adequate notification about their loan terms and conditions, including interest rates and repayment options, then they may have taken on more debt than they could afford or may not have fully understood the long-term financial consequences of their borrowing. This lack of notification may have contributed to the need for loan forgiveness in the first place.
2. The HEA requires loan services to inform borrowers of their eligibility for loan forgiveness programs, such as the Public Service Loan Forgiveness ( PSLF ) program, as outlined in Section 455 ( a ) ( 1 ) and Section 455 ( m ) ( 1 ). If loan services failed to provide this information, borrowers may not have been aware of their eligibility for loan forgiveness and may have missed out on an opportunity to reduce their debt burden.
3. The HEA also requires loan services to inform borrowers of their eligibility for income-driven repayment plans, as specified in Section 455 ( d ) ( 1 ). If loan services did not provide this information, borrowers may not have been aware of their options for managing their loan payments and reducing their debt burden, which could have contributed to their need for loan forgiveness.
It seems the whole goal of Mohela is to use a campaign of delay, misinformation, and bureaucratic red tape to exhaust borrowers into giving up their rights and protections given by federal law. I thought the Department of Education was there to protect borrowers from unscrupulous business practices. In my case, the DOE just rubber stamped Moehela 's predatory, unlawful, and unfair business practices. It appears that no one even gave my claims a cursory glance. I was only ( at best ) given three days to consolidate before the deadline in a letter that never mentions the requirement for consolidation or the deadline. My PSLF application was done in XXXX of XXXX. I didnt receive notification until XXXX year later. That letter instructed me to consolidate my loans by a deadline that was XXXX months past. That seems predatory especially considering Mohela has a financial incentive to keep borrowers on their books.
I found out some very disturbing facts about the PSLF program while researching for my complaint. From XXXX until XXXX, the total number of applicants granted PSLF forgiveness totaled XXXX. Thats everybody for XXXX years. XXXX!!!!! Thats seems hard to even understand. Currently, there are about 41 million borrowers, and, even with the new temporary forgiveness guidelines, only about 650,000 have received forgiveness. That works out to about 1.6 %. It seems the goal for this forgiveness program is actually to prevent forgiveness.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX this program sought to help for XXXX years. I am not XXXX currently due to a XXXX XXXX XXXX. I am no longer eligible for this PSLF program until I return XXXX XXXX. I was the perfect candidate for the temporary provisions in the PSLF program and I would have had all my loans forgiven. As it stands now, I owe at least {$39000.00} and my payments start on XX/XX/XXXX. The rollout of the requirements for this program appear to change arbitrarily and without notice.
Please contact me if you need any more information or evidence. I would sincerely appreciate someone trying to find any communication with me regarding the issues discussed. I have challenged Mohela, XXXX XXXX, and DOE to find any communication that would serve as proper notification. I dont believe anyone is even reading my complaints. I will be faxing this complaint as well.
Since I originally wrote this, things are worse. I wrote the above in May. I sent this to Moehela and DOE. No response except an automatic reply that I requested be escalated to the ombudsman. That was before XX/XX/XXXX. In XXXX of XXXX, I physically mailed, emailed, and faxed all this and my documentation that clearly proves my case. No response at all. Moehela doesn't even try to communicate with you anymore. The XXXX office has not contacted me in 7 months. I am not exaggerating that there is no communication about these issue at all. You can't get someone at Moehela even if you wait 5-6 hours on hold. They literally just disconnect you. Please, please help. Hold Moehela and DOE responsible.
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| 03/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hi My wife ( XXXX XXXX XXXX XXXX XXXX ) and myself ( XXXX XXXX XXXX XXXX ) have had a direct consolidated loan since XXXX and have been in individual repayment since the XXXX. Until last week all of the loans were in my name ( with federalaid, XXXX and Mohela ). Now, I have the balance in my name through federalaid as XXXX and my wifes portion was moved to her own account. We both have XXXX plus months of qualified and verified employment for PSLF. We originally applied for PSLF in XX/XX/XXXX ( with XXXX ) and in XX/XX/XXXX were at the point of forgiveness. Our loans were then transferred to Mohela with the statement that " Mohela will finish processing the forgiveness and refund. By XX/XX/XXXX Mohela had not acknowledged our loans. When speaking with a representative they suggested maybe they were not sent and we resubmitted our full application XX/XX/XXXX to Mohela with both my wife and my employment forms. By late XXXX, nothing was showing and when I called I continued to hear " we do not see loans '' keep waiting. Finally when speaking with a representative and supervisor they discovered the application was placed in the XXXX databased ( a place where they put things that do not fit with the Mohela process/PSLF process and because I had no loans in my name, they did not process the application ). The supervisor and representative on the day uploaded the information and we finally saw a " count page '' appear and could wait for our employment verification to be completed again. It had already been completed at XXXX but Mohela said they needed to do it themselves. In a couple weeks our count went to XXXX and stayed there, despite having several more years of employment to count. We called and spoke with a supervisor and she, within a week updated the count to XXXX qualifying payments ( XX/XX/XXXX ), at least- for both of us. I may have more. We then were told to wait. We did wait and in that process, were told that my wife would get a seperate account in her name to move her portion of loans to for the completion of the process. By the start of XXXX, nothing had changed. i called again and was informed that there was a glitch and they would send it to a loan department. By XX/XX/XXXX, XXXX of the loans disappeared from XXXX to XXXX ( we assume what they believe to be my husbands portion ). we have never received a letter, email or any acknowledgment of his forgiveness. When we called, a woman told us, " XXXX 's are forgiven and we will now separate the loans and XXXX will get an account in her name and the balance will be forgiven and a refund provided. It would likely take XXXX calendar days ( which would be XX/XX/XXXX ). we waited. In XXXX, I called to speak to a supervisor ( her name was XXXX and she was very helpful ). She looked at the account and said oh this should have happened a long time ago ( XXXX she said ) but my social security number was " not in the right place ''. She then looked and said, I do see a forgiveness letter and she uploaded it to our account. The letter was in my name and it said that he/we/me ( not certain ) had ZERO forgiven and the balance remained XXXX. We requested it be reviewed to determine whose se letter that was and why it said XXXX forgiven. She put in for an expedited review case # XXXX ( on XX/XX/XXXX ) and said we would hear within 30 days. she stated that on XX/XX/XXXX a portion of XXXX was forgiven and on XX/XX/XXXX the remaining XXXX was forgiven. I called back on XX/XX/XXXX because we then saw the letter stating zero was forgiven. The man ( supervisor ) we spoke to let me know he further expedited the review and we would hear back in 15 to 30 days. he said we would see it forgiven with federal aid by that time and calculated a refund amount of XXXX for us that he said would be sent about 45 days after forgivness is processed. I called back in the 15 days, on XX/XX/XXXX and spoke with XXXX ( his number XXXX ) and he told me again XXXX portion was forgiven on XX/XX/XXXX and that XXXX 's would be forgiven by XX/XX/XXXX. He said they were working on separating loans. I asked if there was anything I could do and was told " no '' _ never once did anyone tell us about the process of reconsideration that we now know Mohela had training on in XXXX for processing the direct consolidated student loans. I was also told they can't confirm a refund but maybe it could be XXXX. I was then asked " : Is that what the other person told you ''. I said " No '' because of the large difference in refund amount noted. It has then a couple times a month since that time. It was not uncommon for me to be on hold for 7.5 hours to speak to someone. Each time I spoke with someone I was told different things with the same theme being- we have an investigation, it takes a long time, we found a glitch and don't know how to fix the glitch, it could take longer than 90 business days, we are looking for a solution. I was told : '' many people in many departments are working on this. For example on XX/XX/XXXX I was told by XXXX that they were reaching out to Dept of Ed and XXXX would be on the XXXX direct to discharge and that previously there was an error in how ours was processed. I was also told that XXXX would reach out ton me to keep me informed of progress ( she never did and I was told she could not speak with me at a later date ) and then at a later date ( XX/XX/XXXX ) I spoke with XXXX who said she would update me weekly. I have heard nothing. She said they are in process of investigating. I asked for what and was told it had to do with separating loans and it was complicated. I again asked if there was anything I could do and she said " no '' - again we were not informed about the reconsideration process. by the end of XXXX I and XXXX both filed with ombudsman and I was told to do a reconsideration. A few days later I called Mohela to check on the process and XXXX told him to file a reconsideration. This was finally done approximately 4 months AFTER they had received training on the process. we filed reconsideration at the end of XXXX and in 1 week the balance of the loans XXXX was transferred to XXXX 's name on the fedaid site and my balance is XXXX. I called Mohela ( still having heard nothing of the " investigation and expedited review '' and spoke with a representative who stated he saw this and he put my name on the Direct to Discharge list. He dated he has no idea the time frame - maybe 90 days. We are writing because we have had glitches at each step and now are again nervous because Mohela has not given me an account ( as I was told they would several times ). Alternately we have not been told that I don't need an account. we just are hearing again " wait ' and we have never heard back from the review. 90 business days from the original discharge has passed and we have heard nothing. we do not trust them, they are clearly trying to draw this out with the hopes that we will give up and continue as usual.
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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The following ( see copied letter below ) is my response to MOHELA which I submitted to them today ( XX/XX/XXXX ) in response to their very inadequate letter of XX/XX/XXXX responding to the initial complaint I filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX. They still have not proceeded with total forgiveness of my federal student loans even though I have provided them with substantially more information than they should ever have needed under the rules of the XXXX XXXX XXXX XXXX XXXX and now I have provided them with even more backup information about my eligible public sector employers to deal with their XX/XX/XXXX response. CFPB, please, please, please help me to get them moving and finally process my student loans for total forgiveness as they are supposed to do!!!!!
XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX To Whom it May Concern, I received and reviewed the letter provided from MOHELA in response to my complaint submitted through the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX over the continued hurdles and possibly illegal delays from MOHELA in processing my student loan forgiveness application in full. As outlined in my prior letter from XX/XX/XXXX I have already been approved for XXXX XXXX Qualifying Payments out of a total of XXXX Eligible Payments under the XXXX XXXX XXXX XXXX program. You ( MOHELA ) have stated that my time working for the XXXX XXXX XXXX from XXXX to XXXX was currently not counted and provisionally denied because the XXXX of the XXXX XXXX XXXX signed the original employer verification form with an electronic signature instead of a hand-written signature. You, ( MOHELA ) stated in your XX/XX/XXXX letter response to my CFPB complaint that : In order for your time with this employer to be considered for XXXX, MOHELA requests that you submit a corrected PSLF application with your authorized officials hand signature provided in section XXXX, so that the employers eligibility may be reviewed further through the XXXX Employer Adjudication process.
In response, I reached out to the Executive Director of the XXXX XXXX XXXX, XXXX XXXX, and asked him to hand sign section XXXX of the form as you requested. The hand-written re-signed form is being attached with this letter of correspondence and uploaded into the MOHELA website via my online account to meet your request. Additionally, Executive Director XXXX XXXX signed a letter summarizing and attesting to and confirming my employment at the XXXX XXXX XXXX from XXXX to XXXX and that the XXXX is a public sector agency per XXXX XXXX XXXX ( see attached and hand signed letter from XXXX XXXX XXXX dated XX/XX/XXXX ). I will remind you that the XXXX XXXX XXXX is legally established as a political subdivision of the State of XXXX and provides county planning services to the XXXX municipalities in XXXX XXXX, XXXX as described in XXXX XXXX XXXX. Regional planning commissions ( XXXX ) are political subdivisions of the State of XXXX created by their member municipalities ( XXXX XXXX XXXX ). XXXX provide technical assistance to municipalities, and since the state of XXXX does not have county governments, XXXX act as a link between municipal affairs and state government.
I will also remind you that I have already provided copies of my XXXX from XXXX, XXXX, and XXXX showing that I was employed by the XXXX XXXX XXXX during the time I was making student loan payments. I have re-uploaded copies of those XXXX once again with this submission.
All these attachments completely and unambiguously prove that the XXXX XXXX XXXX is an eligible public sector employer under the rules of the XXXX XXXX XXXX XXXX XXXX ( XXXX ) and that the United States Department of Education should approve all of my time and qualifying student loan payments from XXXX to XXXX when I worked for the XXXX XXXX XXXX and do so without any further delay.
Additionally, for reasons not yet explained by you ( MOHELA ), my time with the State of XXXX XXXX ( my current employer ) is currently pending review and confirmation of eligibility from XXXX through the Employer Adjudication process. This is absolutely crazy. There should be NO delay on approving this time whatsoever. I have been continuously employed full time by the State of XXXX XXXX for the last XXXX years as already explained in my prior letter from XX/XX/XXXX. My current boss, XXXX XXXX, hand signed my original employer verification form back in XXXX of XXXX. Being a state employee is quite obviously eligible time under the terms of the XXXX XXXX XXXX XXXX program.
To make sure that you ( MOHELA ) do not come up with any more ridiculous and possibly illegals delays in the processing my student loan forgiveness, I have attached with this correspondence and uploaded to the MOHELA website via my online account, all of my State of RI paystubs from XX/XX/XXXX to the present time of XX/XX/XXXX ( XXXX pages in a pdf file ) proving my continued full time employment as a state employee with the State of XXXX XXXX for the last XXXX years. I continue to remain employed as a state government employee of the State of XXXX XXXX as of the date of this letter as you can tell from this letterhead as well as the full XXXX years of paystubs ( XXXX pages ) provided to you with this correspondence. You should approve my time and update my Qualifying Payment count to the full XXXX payments immediately.
As a reminder, my total student loan balance now with MOHELA is {$48000.00}. This is the amount that should now be forgiven in total without delay. In addition to the total loan forgiveness, I am also eligible for reimbursement by the federal government of my overpayments beyond the required XXXX monthly payments. By my count, I overpaid by a total of {$4900.00} in payments after I had made the required XXXX monthly payments. So, I should receive at least a refund check in the amount of {$4900.00} in addition to the total student loan forgiveness, if not more.
Now that you are in receipt of all of this additional information required to fulfill my student loan forgiveness and in response to your letter of XX/XX/XXXX, I demand that the United States Department of Education forgive the remaining {$48000.00} balance of my student loans immediately as required by the College Cost Reduction and Access Act of XXXX ( CCRAA ) and subsequent related congressional legislation and presidential executive orders and reimburse me in the amount of {$4900.00} ( or more ) for my overpayments made above the required XXXX payments.
I expect my student loan forgiveness request to FINALLY be completely approved and processed with all due haste and without any more ridiculous and unnecessary bureaucratic hurdles.
Thank you XXXX XXXX, XXXX Supervising Planner XXXX Department of Administration Division of Statewide Planning XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX ) XXXX
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| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela placed an Exceptional Discretionary Forbearance on my student loans without disclosing exactly why they did that, and it was done without my approval. Mohela can not answer whether this forbearance will count towards my PSLF credits and won't allow me to opt out of the forbearance.
Account number XXXX On XX/XX/XXXX, I applied for the new XXXX program through the XXXX. of XXXX 's website. For the application, I connected to my XXXX tax information and received a tentative approval of payment and a date to start making payments. My servicer is Mohela, and I am actively pursuing the Public Service Loan Program ( PSLF ) discharge. I have 25 months left on this program. I have two Direct consolidated loans of {$12000.00} and {$61000.00}. The interest rate is 6 %, On XXXX Mohela sent a message through their portable notifying me that they placed an Exceptional Discretionary Forbearance on my account beginning on XXXX and ending on XXXX The letter was vague and canned. Mohela did not provide any reasons as to why they did this. The letter states that a forbearance can hurt my credit, and interest will accrue daily.
On XX/XX/XXXX, I received another letter from Mohela informing me that " my request is in process '' and that this process can take up to 90 business days. Mohela states they will review my request but does tell me precisely what it was, but I assume it's for the SAVE program process. Mohela will let me know if this will be approved or not. I was instructed that I required no action at any time, and Mohela doesn't explain if this forbearance will count towards PSLF.
On XX/XX/XXXX, I received a letter from Mohela dated XX/XX/XXXX telling me I was approved for the SAVE program. I have a new payment amount of {$130.00} for the next 12 months and my first payment is due on XX/XX/XXXX. The letter provides additional canned information and that a bill will be sent to me within 21 days before my due date. I sent Mohela a message through their online portal asking about the previous letters and whether the forbearance would still count toward my PSLF if they said it would take 90 days. Mohela ignored the letter and never answered.
By XX/XX/XXXX, the forbearance has yet to be removed from my account. With payments starting on XXXX I thought Moehla would remove the forbearance since I was already approved and could begin making payments when Mohela would release the forbearance. This did not happen, so I decided to call Moheal, dreading the long wait times. I was quoted 75 minutes on hold, but at 115 minutes, I was finally transferred to a Mohela representative. I believe her name was XXXX. After verifying my information, I provided her with details of my timeline and explained my questions. I was upfront and direct, stating that I applied for the SAVE program ; I was placed in Exceptional Discretionary Forbearance on XXXX and then I received a letter saying I was approved with a payment amount and date. I asked what the Exceptional Discretionary Forbearance was for, why it hadn't removed yet since I was approved, and if Mohela didn't remove it, would it be counted towards my PSLF credits since Mohela won't allow me to opt out, and didn't respond to my in-house messages.
The representative then told me she was training and had to place me on hold to ask her trainer. After 5-10 minutes, she returns. She states that her trainer told her the SAVE program is not qualified for the PSLF and that being on this program won't count. She seemed confused in her answers, stumbling on her words and talking in circles. She redirected me to the Dept of Education website. I told her that is not what the Dept of Education 's website says and told her to look it up and that it does count for PSLF. She saw the information firsthand, saying the SAVE program does count as a PSLF program and this confused her.
I expressed that I wanted to know if this Exceptional Discretionary Forbearance would count for my PSLF, that I can not find an answer anywhere, and that this is a common question floating around the Student Loan message boards. She says she sent several messages to her trainer to ask my question and was waiting for a response. We talked about how the administrative forbearance hasn't counted until the recent PSLF waiver but that there was no information on the Exceptional Discretionary Forbearance. She said I would be in forbearance until XX/XX/XXXX, and I wasn't required to make payments. I reiterated that I understood that, but I wanted to know if Mohela would count it to my PSLF since I can not choose to opt-out. She said she thought so but needed clarification because she couldn't find anything on the Student Aid website. I told her that there was no clear answer anywhere, and that is why I was calling. After close to 45 minutes, her trainer never responded to her follow-up questions and that they must be at " lunch ''. We talked more about the info on the Student Aid website on the forbearance details, but nothing was able to answer my questions. I asked if she could email me or message me through the portable about what we discussed so I have something to refer back to. She said she couldn't do that. She didn't do anything wrong except not being upfront that she was being trained and was new. She appeared to want to help me find the answer but wasn't given the tools, training or resources to do that.
Mohela employees are there to represent the company. They are supposed to be the experts helping me with my student loans, yet I still need to answer a fundamental question about their actions on my account. I spent three hours on the phone only to get off the call without answering my question. Mohela had had ample time to get its act together to hire, properly train, and provide information to students well before we were forced to get back into student loans. They have failed to do this, and we, as the " consumers, '' must deal with their employees who can not even answer common questions. Our system is broken, and Mohela makes billions of dollars off my debt, and yet, I am scrounging for scraps, making sure that Mohela doesn't rip me off because they refuse to train their employees. I have 25 months left of this predatory system under PSLF before I can be free. Now, Mohela will likely claim it doesn't count, pushing me further back on my timeline while charging me interest on my account daily, resulting in my balance going up. At the same time, I pay on interest on top of interest. My interest from XXXX XXXX XXXX was at XXXX XXXX XXXX XXXX XXXX for one month of interest. Thats criminal. Mohela must be held accountable for their failure to do their job. If I was hired to do a job and proven time and time again that I can not handle it, I would have been fired within the first month, yet we allow Mohela and all the other loan service providers to get away with the worst behavior.
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| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received a letter from MOHELA via the internal messaging system on XX/XX/2023 XXXXXXXX XXXX CST, Subject : Administrative Forbearance. I received notification of this letter via email on XXXX XXXX, 2023 at XXXXXXXX XXXX CST. The attached letter stated : MOHELA has placed an Administrative Forbearance on your account.
Carefully read the back of this page and the enclosed Loan Details regarding the forbearance period for your approved loans.
If your monthly payment is {$0.00} or more on an income-driven repayment ( IDR ) plan prior to being approved for this forbearance, you may not be using the full benefits you are entitled to under the IDR plan. If you are applying for an IDR plan or another option, please provide the necessary documentation to complete your request. You may decline or request to end the forbearance by calling us at XXXX.
If the forbearance was not approved for some of your loans and you would like more details, please contact us. If you are unable to make payments, login to mohela.com to determine what other repayment options may be available to you.
I did not request the administrative forbearance and as interest had resumed due to the end of the governmental loan pause as of XXXX, 2023, I wanted to resume payments.
The letter above stated that I could decline the administrative forbearance. As such, I contacted MOHELA via telephone on XXXX XXXX, 2023 via the number provided above. I waited to be connected with a representative for several hours and then spent additional time with a representative requesting to decline the forbearance and begin payments. There were two calls total time was 2 hours and 41 minutes. During this call, I was informed that the administrative forbearance had been decline, that my account would be updated to payment status and that my first payment would be due XXXX XXXX, 2023. I was also told that this payment would be considered a qualifying payment for programs such as Public Service Student Loan Forgiveness ( PSLF ), which I am in the process of applying.
I also submitted an internal message on XXXX XXXX, 2023 requesting the following : Subject : Deferment and Forbearance Attachments ( click to open ) : Sent Date : XX/XX/2023 XXXXXXXX XXXX Body : Your Question : Hello, I received a letter stating that an administrative forbearance was placed on my account starting XXXX XXXX, 2023 and ending XXXX XXXX, 2023. The status of my loan is " repayment '', however, there is no payment due date and the minimum reflects {$0.00}. I have several questions about the administrative forbearance. 1. Will I continue to accrue interest while in administrative forbearance? 2. Will the month of administrative forbearance count as a qualifying payment for programs such as PSLF? 3. Can I still make a payment during administrative forbearance? If so, will that payment count as a qualifying payment toward programs such as PSLF? 4. Can I apply for PSLF during administrative forbearance? 5. If I desire, can I decline the administrative forbearance and begin to make payments toward my student loans? Thank you for your timely response to these questions, XXXX This message was never responded to.
I sent a follow-up internal message on XXXX, XXXX, 2023 requesting the following : Subject : Deferment and Forbearance Attachments ( click to open ) : Sent Date : XX/XX/2023 XXXXXXXX XXXX Body : Your Question : Good morning, I have not received a response to my inquires below. I did, however, reach a representative on the phone XX/XX/2023. The representative work with me to decline the administrative forbearance and set payments to begin this month. This is not reflected on my account, though. Please advise, had the administrative forbearance been decline and will my payment be due in XXXX, XXXX?
This message was never responded to.
I continued to monitor my account for the next several weeks waiting for the request above to be processed and my payment to be reflected as due. I contacted MOHELA again on XXXX XXXX, 2023 as my account was still reflecting administrative forbearance and my payments were not due. Again, I waited on the phone for several hours to speak with a representative and several more discussing the issue. The call in total was 4 hours and 29 minutes. During this second call, I was told that my request to decline the administrative forbearance had not been processed. There was a ticket for my account but the request had not been processed or closed on MOHELAs part. Again, I requested to decline the administrative forbearance and begin payments. I was told that the request would be processed and closed but that it would take 5-7 business days to be reflected on my account. However, that if I wanted to make the payment for XXXX, it would be due on XXXX XXXX, 2023 prior to the processing of my request. Also, I was told that MOHELA could not guarantee that this payment would count as a qualifying payment for programs such as PSLF because payments made to an account in forbearance do not count as qualifying payments. I was told to make the payment anyway, despite the fact that my account still reflected administrative forbearance and that my payment was not considered due and that they could not guarantee it would be considered a qualifying payment as Federal Student Aid ( FSA ) provides the final determination regarding qualifying payments.
I asked MOHELA to provide documentation of my original request to decline administrative forbearance on XXXX XXXX, 2023 and was denied any form of documentation that I made this request or that MOHELA was negligent on their part to process the request in a timely manner for the XXXX payment. I was denied an email regarding the statement of my account and request. I was denied an internal message regarding the statement of my account and I was denied copies of the internal communications and tickets regarding this request and MOHELAs failure to process it.
On XXXX, XXXX, 2023, I made a payment in good faith via MOHELA payment system despite the fact that my account still did not reflect payment status and was in administrative forbearance. Because my account was in administrative forbearance, I was unable to submit the monthly payment based on certain loan criteria ( e.g., highest interest rate, proportion of debt to interest, highest loan ). Rather, I was prompted to split the total payment between XXXX loans, making XXXX individual installments totaling at least the minimum that should have been due. Additionally, it is unclear if this payment was applied to my account for the month of XXXX, per MOHELA policy, Payments received during an in-school ( more than 120 days after a disbursement ), grace, deferment, and/or forbearance period are applied to future installments only if your new monthly payment has been disclosed, as my account was still in forbearance status at the time of the payment.
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| 04/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XXXX I applied for the Public Service Loan Forgiveness ( PSLF ) Program after working for 3 years as a XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I did not know very much about the program as it was relatively new and nobody had been forgiven yet at that time. XXXX was the first year anybody qualified for forgiveness because the program began in XXXX and still had many aspects of the process and program that were unclear to both consumers and employees of XXXX XXXX XXXX Department of Education and Federal Student Aid. On XX/XX/XXXX I received a letter from XXXX stating : " We received the Public Service Loan Forgiveness ( PSLF ) Employment Certification form ( s ) you submitted and determined that the employer ( s ) listed below ( XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX ) is a qualifying public service organization ( XXXX ) for the purpose of PSLF. Begin date certified : XX/XX/XXXX, end date certified : XX/XX/XXXX. '' Based on receiving this letter, I allowed XXXX to move my loans from their current servicer at that time to XXXX. I then started on an income based repayment plan. I was nervous about doing this because PSLF requires this type of payment plan, but the amount I would be paying each month would not cover the interest I accrue each month at 7.5 %. I spoke to numerous people on the phone at XXXX who assured me that I would be forgiven after 120 payments in 10 years. Now, over 12 years after beginning work as a XXXX, I am still XXXX payments away from XXXX qualifying payments. In total, I have made XXXX payments, but only XXXX have been determined to qualify and XXXX are not deemed as qualifying. XXXX is not counting my employment from XX/XX/XXXX to XX/XX/XXXX because it is a for profit hospital. This is true, it is a for profit business. However, I was told verbally and in writing that it did in fact qualify me to participate in XXXX. I work with the same types of patients and do the same type of job at my current employer as I did at XXXX. I had no reason to question the letter I received from the XXXX or the validity of their claims that my employer qualified.
I have made multiple appeals to the Ombudsman Group over the past 8 years, all denying my requests to count payments made while at XXXX from XXXX. On XX/XX/XXXX I filed a complaint with the Dept of Ed ( FSA feedback case # XXXX ). They were supposed to respond within 21 days. It took over 9 months and they denied my request for loan forgiveness and for Dept of Ed to count my payments from XX/XX/XXXX to XX/XX/XXXX. They responded as follows on XX/XX/XXXX : Dear XXXX XXXX XXXX, Thank you for contacting the Federal Student Aid Ombudsman XXXX. You expressed concerns regarding your Public Service Loan Forgiveness ( PSLF ) payment count. I was able to research your concerns. My summary follows.
You stated that where you were working was a qualified PSLF employer and that your payments while employed there should be counted towards your PSLF count. You assert that you have 134 qualifying payments towards loan forgiveness.
Role of Ombudsman The Ombudsman Group is an independent office within the U.S. Department of Education ( ED ) and serves to assist borrowers in resolving issues pertaining to their federal student loans. We take into consideration the concerns, positions, and interests of all affected parties. We do not testify at formal judicial or administrative hearings. We review the facts of the situation and explore possible resolutions that are in accordance with applicable law.
Research Results We were able to locate your loan records in the National Student Loan Data System ( NSLDS ). According to the NSLDS, you hold a Direct Consolidation loan in Subsidized and Unsubsidized parts that has been in forbearance as of XX/XX/XXXX. You currently have XXXX qualifying payments towards PSLF and you are on a 10 % Revised Pay As You Earn ( REPAYE ) plan. This loan is serviced by ED/XXXX
We reviewed all documents relevant to your case, including the details of your correspondences with XXXX. It was found that XXXX received an Employer Certification Form ( ECF ) which XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX as a private not-for-profit organization. Their review concluded that XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX is a for-profit organization, even though your employer certified that it was a not-for-profit organization. For-profit organizations are never qualifying organizations for the purposes of the PSLF program.
I also wrote a letter to XXXX on XX/XX/XXXX for which I was given the same denial of my payments counting towards forgiveness. I contacted XXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Ultimately, his office provided me with the contact info for XXXX and the same correspondence XXXX had provided me previously denying my payments from XXXX. Ultimately, all of my appeals and attempts to resolve this with FSA, XXXX, my Senators, or the Ombudsman Group have been unsuccessful.
I called XXXX XX/XX/XXXX since my loans have been transferred to them and was on the phone for over 2 hours, transferred to 3 different people with countless time on hold. They were unable to help with anything. They told me I had to speak with a supervisor at Dept of Ed. I have called Dept of Ed/FSA many times and supervisors are not available. They say they will call back within 24-72 hours. They either never call, or call at a time I am treating patients or otherwise unavailable. It is extremely difficult to get in touch with anybody that has the power or authority to be of real assistance, and even then, they have not been able to assist me with counting the referenced payments towards loan forgiveness.
I have made far more than 120 payments over 12.5 years and would very much like this resolved prior to making any additional payments when COVID forbearance comes to an end. I feel I was grossly misled regarding the management of my loans and the PSLF program, and I was consistently given incorrect and inaccurate information and representation of how PSLF and loan forgiveness works. I made a huge financial decision in XX/XX/XXXX based on false information provided to me by my loan servicer. This in turn has had long lasting effects and currently leaves me with the undue hardship of continuing to be responsible for student loan payments that should have been forgiven over 2 years ago.
I have made many, many attempts to resolve this issue and receive forgiveness for my student loans. Unfortunately, none of these actions have been successful.
I am confident that the Consumer Financial Protection Bureau can finally help me with this issue. Please intervene on my behalf to so that I may continue with my public service and acquire forgiveness of my student loans through the PSLF program.
Thank you.
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| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Difficulty contacting Mohela : Each time I call Mohela it takes at least an XXXX XXXX XXXX XXXX to XXXX hours before I can speak with someone on the phone.
Messages sent through the online portal are not responded to in a timely manner. I sent a message on XX/XX/XXXX and as of today ( XXXX ) I have not received a response. XXXX subsequent messages on the portal have not been responded to.
Incorrect payment calculations : In XXXX the monthly payment due on my online Mohela account was displaying as {$400.00}. On XX/XX/XXXX I received notice that my new payment amount on the XXXX plan would be {$500.00} per month beginning XX/XX/XXXX. I did not request to be transferred to this plan and I was not aware that I would be moved to a different plan. I also did not recertify my income so the payment amount should not have increased from the previous monthly payment amount due to the parameters of the XXXX program. The new amount, {$500.00}, was 25 % higher, and is incorrect based on my family size and tax information. My payment amount should have been based on my XXXX taxes, married filing jointly, household size of XXXX. The Mohela rep I spoke with on XX/XX/XXXX confirmed that the calculation which resulted in the {$500.00} monthly payment was done incorrectly. It was based on a family size of XXXX, and not XXXX, which was incorrect. The rep also asked for my individual income on my XXXX ; this is not something that appears on a XXXX when a couple is married filing jointly. The XXXX is all that we are required to provide, we are not required to provide XXXX or other financial statements when certifying income.
I spoke with a phone representative on XX/XX/XXXX and I was told that a new income driven request would be processed and the correct monthly payment amount would be confirmed before my next payment is due. It is XX/XX/XXXX, the payment was supposed to be due XX/XX/XXXX, and I have not received confirmation of what my new monthly payment will be or when it will be due.
On XX/XX/XXXX I received a notice in the mail that a payment of {$15.00} was due for XXXX of my loans. This contradicts my previous interaction with Mohela where I was told that I did not have a payment until my XXXX request was finalized. I logged into the Mohela website and saw that XXXX of my XXXX loans were placed on an administrative forbearance and that a payment was due on XX/XX/XXXX for XXXX of the loans.This XXXX loan is in repayment while the others are deferred. This amount due is also incorrect, as the phone rep on XX/XX/XXXX confirmed that the {$15.00} amount for this loan was based on the incorrectly-calculated monthly payment. I spoke with someone on the phone today ( XXXX ) who said that there was an error in processing the forbearance and that it would be corrected within XXXX days and apply to all of the loans on my account. He also said that I do not have to make the payment of {$15.00} due on XX/XX/XXXX. I asked for confirmation of this in writing and he was unable to provide it and said that I should check my online account towards the end of next week. I dont trust this and feel like I should make a payment to be safe.
Timely notices of payments due Mohela says that we are given XXXX days notice of payments due. I received a notice in the mail on XXXX of a payment due XX/XX/XXXX, a span of only XXXX days.
On XX/XX/XXXX I was told that all of my student loans would be part of this XXXX process and that all of my loans would be placed in an administrative forbearance. I have not received any official confirmation of this and it is unclear how much is actually owed on XX/XX/XXXX.
Incorrect procedures When I called on XX/XX/XXXX to discuss my payment amount due I was told that I have to re-certify my income in order to figure out my payment amount. This is incorrect. Federal guidelines say that nobody has to recertify before XXXX and that the data from the most recent recertification should be used. I did not consent to having my most recent tax information being shared with Mohela and did not feel comfortable sharing that information over the phone. Moreover, I was not required to do so but was pressured to by the phone rep who said that she would not help me if I did not provide my most recent tax and income information. I felt coerced into giving this information after waiting on hold for over XXXX hours to speak with someone.
Losing XXXX to XXXX months of XXXX eligibility due to administrative forbearance Some of the loans on my account are currently in administrative forbearance because of XXXX inability to correctly calculate my payment. I am missing at least XXXX, if not XXXX, months of XXXX eligibility. I did not have a payment due in XXXX because of this issue and I was told I will not have XXXX due in XXXX. The phone rep today said that administrative forbearance is not eligible for XXXX even though this error is due to Mohela. I expected that XXXX and XX/XX/XXXX would count as XXXX-eligible months. I did not request this forbearance and should not lose XXXX months of XXXX eligibility because of XXXX errors.
Inadequate records retention My student loans have had multiple servicers. Mohela is my current server and, according to XXXX XXXX XXXX, they are supposed to retain all of the documents pertaining to my loans since they were initiated regardless of who was the servicer at the time. XXXX of my loans entered repayment in XX/XX/XXXX when the now-defunct XXXX was my servicer. I applied for and was granted an economic hardship deferment on this loan from XXXX, this deferment is confirmed on the XXXX website. According to the XXXX guidelines these deferred payments should be counted as qualifying towards XXXX under the special waiver. ( My loan payments from XXXX all qualify for XXXX either through the Covid payment pause or the special waiver. ) These XXXX payment periods from XXXX are currently listed as ineligible for XXXX even though I was engaged in qualified employment and on an approved deferral during that period. The phone rep today ( XXXX ) said that even though the loans are listed as deferred ( code XXXX ) by XXXX, Mohela is unable to verify that the deferral was due to an economic hardship. Mohela said that I need to contact XXXX to get a copy of the economic hardship deferment confirmation. I spoke with a phone rep from XXXX who said that XXXX does not have that information and that those documents are kept by the loan servicers. Mohela says that they do not have this information. The loan servicer at the time, XXXX, is now defunct and there is no way to contact them. Mohela is supposed to have all of the documents related to my loans and they should be able to produce them. They can not, and as a result, I am missing nearly XXXX years of XXXX payments.
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| 05/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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To Whom it may Concern.
I have a complaint I would like to file against the Department of Education and MOHELA for the Public Service Forgiveness program.
I have been working in XXXX XXXX for 17 years, since XX/XX/XXXX. I graduate college and consolidated my education loans in XXXX and began the 10 year pay off with the public service forbearance program at that time believing I would be paid off after satisfying my 10 years of payments. All along I would receive updates telling me when my debt would be paid off. The employers I worked for that qualified in the program included : - TXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX When I first changed employers to XXXX in XXXX of XXXX, I submitted a PSF and in XXXX of XXXX received an email stating the employer indeed was eligible for the purpose of the program. The updated chart sent stated my payoff would take place in XXXX. Then XXXX hit. I continued to submit my yearly PSFs for XXXX, XXXX and XXXX and like usual waited for updates but they never came. As you know, during COVID we recd notifications stating we were deferred until further notice and deferred months WOULD count toward the payoff months. Three years went by and I waited for updates as well as instructions on how to proceed. Nothing came and in the meantime MOHELA over the loans.
Now for the complaint.
In XXXX of XXXX, about 6 weeks ago, I recd the responses from my previously submitted PSFs. XXXX YEARS AFTER BEING SUBMITTED. The letter stated, my current employer is NOT an eligible employer. This came from MOHELA, 3 YEARS after the DOE emailed me ( see attached ) stating they were. In addition, MOHELA backed out the last XXXX XXXX or so YEARS of payments that were until now applied toward my 10 year payoff. This has DUMPED a {$250000.00} hardship that is unjust, unprecedented, indecent, and unprofessional and XXXX as a tax paying XXXX Citizen. This was supposed to be paid off in XXXX and by now. As an upstanding and responsible XXXX, I count on those that implement loan offerings and payoff programs to know better and those in place to monitor those entities to protect CONSUMERs. Below are the following reasons that this was unjust.
- The DOE wrote and told me my employer is an eligible employer for the purpose of this program. I was told this in an email ( attached ) THREE YEARS ago which secured my decision to remain employed by them. The defining reason I chose to remain working at this employer was because of information I received in XXXX of XXXX in an email from the DOE. Had I been told differently I would have left ; and option I can not reverse or undo. If this decision is not reversed in my favor I will have lost 3 years of payments and the completion of the 10 year program.
- Had I known they were not an eligible employer ( AS IN 3 YEARS SOONER ), I would have been left with options I was not afforded to have not knowing until now they were NOT an eligible employer. This stripped me of my Right to Know so I could have implemented a plan that worked for me not against me.
- Had I BEEN TOLD BY THE ORIGINATOR OF THE PROGRAM they were NOT eligible, I may have elected to become employed by an employer known to pay higher than non-profits or even one that pays less but would have been eligible toward the 10 year pay off. Since this program led me to believe my employer was an approved employer, I was misled into believing I didnt have to look elsewhere to be in compliance with program guidelines.
- An entity cant LEAD a consumer to believe one thing and then 3 years later change their mind leaving a mislead consumer then leave the CONSUMER in a {$250000.00} debt they believed was to be paid off shortly if remaining employed ( in this case ) with the current employer that supposedly was an eligible employer.
- The Fair Credit Billing Act protects consumers from unfair billing practices and I have been unfairly treated here by entities that should know better. There are laws that require entities notify CONSUMERS they have a debt within a reasonable timeframe ( usually 30 days ) THE DOE, now MOHELA waited 3 YEARS after the XXXX and - XXXX PSFs were sent in timely and yearly before notifying me my employer was no longer eligible resulting in not only no longer counting but reversing 3 years of qualifying payments counting leaving me in a hardship and career quandary.
- The last sneaky practice demonstrated by MOHELA AND THE DOE is that without notice, they took down the XXXX website that held a folder of all back and forth correspondence that transpired over the years that included that previous charts showing my loan was going to be paid off in XXXX. THEY DID THIS WITHOUT NOTICE, WARNING OR NOTIFATIONS SENT TO THE CONSUMER.
- And one final note I would like documented is that during the 10 years of payments, deferments were initiated by the DOE that were supposed to count toward the 10 year pay off that were not. For instance, there were times, I would call to dispute an apparent error in the monthly calculations.
On more than one occasion with more than one agent, I was told I would have to go on deferment while they were looking into the solution that turned out to be the DOEs error. While having to be deferred I asked if the deferred months would NOT count against me since most of the inquiries were not my error resulting in monthly payment changes. I was told I would not be penalized only to find later when the payoff charts were sent to me, I was in fact penalized the months the DOE needed to defer me.
Please help me and respond that this is an unforeseen error on MOHELAs part and agree that MOHELA can not reverse the DOEs decision of XX/XX/XXXX discounting my current employer to be an eligible employer for the purpose of the PSF program. This error will leave me with a {$250000.00} debt after my proving that I satisfied my end of the agreement working 10 years in public serve oriented positions and submitting yearly proof all along. For many years, I dedicated my career to helping many XXXX ( that included our Veterans, Homeless, those impacted by Super Storm Sandy and COVID ) find affordable housing, avoid evictions, avoid foreclosures and save their homes using the hardship funding and grant programs. Please dont let my career end by throwing me in to a {$250000.00} debt ( after completing my obligation ) for reasons perpetuated by an error by the powers that be that would ironically send me into my retirement with hardship that will destroy me financially after a dedicated career of helping so many others out of theirs.
I look forward to your response.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 07/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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On Mohelas homepage near the bottom they have separate sections for links related to : Federal Direct Loans Repayment Options : https : //www.mohela.com/DL/resourceCenter/RepaymentPlans.aspx Deferment & Forbearance : https : //www.mohela.com/DL/resourceCenter/RepaymentOptions.aspx XXXX XXXXXXXX XXXX XXXX ( FFELP ) Repayment Options : https : //www.mohela.com/DL/resourceCenter/RepaymentPlans.aspx Deferment & Forbearance : https : //www.mohela.com/DL/resourceCenter/RepaymentOptions.aspx XXXX ( Owned by MOHELA ) Loan Modification : https : //www.mohela.com/DL/resourceCenter/CashLoans/CashLoanModification.aspx Deferment & Forbearance : https : //www.mohela.com/DL/resourceCenter/CashLoans/OptionsToPostponeRepayment.aspx Notice : XXXX have their own resource links, but the links for XXXX and Direct Loans route you to the same page ( as if there is no difference ). However, this is VERY misleading to end users who have XXXX XXXX XXXX XXXX where the federal government set the terms of these federal loans, yet they are completely owned and managed by the private lender ( in this case MOHELA ). Direct loans had a pandemic payment and interest pause that was never offered to MOHELAs XXXX borrowers, though MOHELA has notices all over their site while Im logged in informing me of the pause as an option, because again their website doesnt acknowledge the difference until you try to get the advertised relief. MOHELAs own employees didnt fully understand the differences in my loan product when I contacted them for help in the spring of XXXX. Their website failing to distinguish between these loan products over all these years is a key reason why neither employees nor customers understand.
Now back to the forbearance options for both loan types ( Direct and XXXX ) that take you to https : //www.mohela.com/DL/resourceCenter/RepaymentOptions.aspx I happen to have a joint spousal consolidation XXXX loan XXXX XXXX passed the Joint Consolidation Separation Act last year, and President Biden signed it into public law 117-200 on XX/XX/XXXX. To date the Department of Education ( and the Federal Student Aid office ) have failed to implement this law. There is no process available to separate my loan and enter the XXXX XXXX program and I have not been offered parity with the XXXX XXXX borrowers ( who are still enjoying their pandemic payment and interest pause to this day ).
Federal Student Aid did add updates on the studentaid.gov website XX/XX/XXXX ( https : //studentaid.gov/announcements-events/joint-consolidation-loans # notification-of-intent-to-apply-for-separation-of-a-joint-consolidation-loan ) explaining that they wont implement this law until late XXXX at the earliest however that borrowers should be placed in administrative forbearance while waiting for the implementation. I followed studentaid.govs instructions opening complaints as directed ( XXXX/XXXX/XXXX & again XX/XX/XXXX ) requesting they intercede with MOHELA to request administrative forbearance on my behalf. The first XXXX complaints were closed without any resolution. In XXXX, XXXX updated their announcement/instructions for joint consolidation loans clarifying that there were differences in forbearance offered to XXXX vs XXXX joint XXXX loans while we wait for them to implement this law. XXXX borrowers should contact their lender to request discretionary forbearance and the Federal Student Aid office encourages the private lenders to XXXX such forbearance. I opened another complaint with FSAid on XX/XX/XXXX, and this complaint too has been closed, but at least this time there was an email reply stating the following : -- -- -- -- -- -- -- -- -- -- We have received your request to separate your joint consolidation ( spousal ) loans into individual Direct Loans. The Department of Education is still developing the separation and consolidation process authorized by the Joint Consolidation Loan Separation Act. We will hold your request until the new process is available, and then notify you once you are able to apply.
Forbearance You may be eligible to temporarily pause payments due on your joint consolidation loan until we can separate the loan by opting into forbearance. To opt into forbearance, please contact your servicer and request to be enrolled in forbearance. XXXX servicers are encouraged to XXXX forbearances until the new process is ready. In general, interest will still be added to your loans during forbearance. However, if your joint consolidation loan is owned by the Department of Education, interest wont accrue until the COVID-19 payment pause ends.
-- -- -- -- -- -- -- -- -- -- Here the FSA office communicates directly with me explaining that they wont implement the law yet, and Im still stuck in a private loan for as long as they want to keep me there ( regardless of the law ) and while we wait, since the loan is private, Im still going to owe interest because of the private nature of my federal loan. Please contact my servicer to request forbearance. Translation : FSA wont help because its a privatized federal loan, and its up to me to deal with my private lender : MOHELA.
As shown in my attached PDFs printed from MOHELAs website, the do not provide any acknowledgement that these loans exist or qualify for forbearance. No results are found when you search the MOHELA website for joint consolidation or spousal consolidation. The MOHELA forbearance webpage has no mention of our law being passed or offering forbearance while we wait for implementation. Instructions from the federal student aid office ( on the studentaid.gov website ) have been in place since XX/XX/XXXX recommending forbearance for joint consolidation loans, and the law has been in place for 9 months.
There is no escape from these joint XXXX ( privatized federal ) loans that were removed from legal definition in XXXX by striking subparagraph ( C ) '' from subsection ( a ) ( 3 ) of Section 428C ( 20 U.S.C. 1078-3 ) as part of the Deficit Reduction Act of 2005 ( public law 109-171 ). Congress passed a law in XXXX to fix their previous mistake and allow us to finally exit and rejoin the rights and protections offered by truly XXXX XXXX XXXX, but the student aid office refuses to implement the law for at LEAST 2 years, maybe more. Meanwhile private lenders like MOHELA continue do as they please. They have not trained their employees, and their website shows they refuse to acknowledge us, the new law ( Joint Consolidation Separation Act : now public law 117-200 ), or recommendations from the federal student aid website.
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| 11/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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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.
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| 08/25/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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According to the Fair Credit Reporting Act 15 USC 1681 section 602a section ( 4 ) states There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. XXXX is a consumer reporting agency, and I am the consumer.
Part I 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate; and ( ii ) the information is, in fact, inaccurate.
1 ) It was shared that the below addresses are non-mailable and need to be removed immediately.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX, FL XXXX XXXX XXXX, FL XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX XXXX, FL XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX FL XXXX XXXX, FL XXXX XXXX ) It was shared that the below name is not accurate.
XXXX XXXX XXXX Once XXXX, XXXX, and Mohela, have been notified of the inaccurate information, they must immediately stop reporting that information until proof that it is valid. Please provide the same proof required of the consumer ( Bank statement, contract, identification etc. ) confirming the above addresses/name are valid.
Part II 15 U.S. Code 1681a - Definitions ; rules of construction ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; XXXX, XXXX XXXX, has violated the exclusions by reporting the below transactions.
XXXX XXXX Account number ending in XXXX Showing XXXX transactions reported ( page 7 ) Mohela Account ending in XXXX Showing XXXX transacti9ns reported ( page 17 ) Part III 20 U.S. Code 1232g - Family educational and privacy rights The Family Educational Rights and Privacy Act ( FERPA ) is a federal law enacted in 1974, that protects the privacy of students education records. FERPA applies to any public or private elementary, secondary, or post-secondary school.
XXXX and Mohela/Dept of ED are showing in the credit report ( pages 15-18 ) Part IV 15 U.S. Code 1681c - Requirements relating to information contained in consumer reports ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.
XXXX and XXXX XXXX XXXX and XXXX XXXX have violated this agreement by providing derogatory marks.
XXXX XXXX XXXX ( page 24-26 ) XXXX XXXX ( page 4-8 ) Part V XXXX XXXX XXXX XXXX , Internal Revenue Services Publication 4681 Cat . No. 5108F Canceled Debts, Foreclosure, Repossessions, and Abandonments. Certificate of Indebtedness, and income can not be documented on the credit report.
XXXX and XXXX XXXX violated by posting a charge-off ( Page 4 ) Part VI 15 U.S. Code 1681b - Permissible purposes of consumer reports ( 2 ) In accordance with the written instructions of the consumer to whom it relates.
15 U.S. Code 1681e - Compliance procedures ( a ) Identity and purposes of credit users Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. These procedures shall require that prospective users of the information identify themselves, certify the purposes for which the information is sought, and certify that the information will be used for no other purpose. Every consumer reporting agency shall make a reasonable effort to verify the identity of a new prospective user and the uses certified by such prospective user prior to furnishing such user a consumer report. No consumer reporting agency may furnish a consumer report to any person if it has reasonable grounds for believing that the consumer report will not be used for a purpose listed in section 1681b of this title.
( b ) Accuracy of report Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates.
XXXX, XXXX XXXX, Mohela and XXXX XXXX XXXX by violating section 1681b for permissible purpose and 1681c for information contained in consumer reports they are also violating compliance procedures under this title.
Part VII 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ; or ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; 15 U.S. Code 1681o - Civil liability for negligent noncompliance ( a ) In general Any person who is negligent in failing to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) any actual damages sustained by the consumer as a result of the failure There are 91 individual violations that were violated after written notification was mailed. Failure to comply with the requirements imposed under The Fair Credit Reporting Act, is a total of {$91000.00} of the {$1000.00} per violation for actual damages sustained.
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| 02/27/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
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Good afternoon, I have been requesting that this erroneous information to be removed for almost 3 years. MOEHLA has NOT responded, and XXXX says its up to MOEHLA to remove the information. I need assistance to be heard in the midst of an ongoing financial hardship for me. Please see attached dispute requests to all 3 bureaus and MOEHLA.
4 ) XX/XX/XXXX Request to DELETE inaccurate information Update credit report XXXX XXXX XXXX XXXX XXXX XXXX, PA. XXXX XXXX XXXX XXXX XXXX, TX. XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX, GA. XXXX RE : ss # - XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX Request to Delete and correct information that is being reported inaccurately on my credit report that includes my being declined by the SBA / XXXX XXXX XXXX because of various security breaches, and possible tampering with the information that has negatively impacted my credit scores, history, and overall rating. Please review the information, and please re-send information to the 2 creditors that ( may have ) received information that is inaccurate and or erroneous if not just wrong in reference to my fair credit reporting bill of rights.
Thank You Respectfully, XXXX XXXX XXXX aka XXXX XXXX https : XXXX Description of Loss or Money Spent and Supporting Documents I have attached the DECLINE letter from SBA. Due to the ( shared ), and inaccurate reporting of your agency ( s ), I was turned down for my SBA Disaster Relief Loan request # XXXX in the amount of : ( XXXX ). I have experienced major financial devastation because of this INACCURATE information being reported. My credit rating is continuing to suffer because the inaccurate information has not been DELETED from my credit history, to allow for a review by the SBA XXXX. Thank You. Respectfully, XXXX.
XXXX ) XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX RE : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX SS # XXXX / XXXX XXXX Please be advised. I have attached 4 pages that are TRUE copies of my current credit report, that includes the summary of the student loans that were DELETED from my credit report on XXXX, XXXX, XXXX.
As to date your agency is still reporting INACCURATE information to the credit bureaus including XXXX ( see attached page ( 4/orange ) and XXXX ( see attached 3 pages/pink ).
I have been requesting that this INACCURATE information be corrected as it is continuing to cause financial hardships for me in terms of ERRONEOUS information being provided publically, that is MISREPRESENTATIVE of my otherwise pristine payment history.
Please refer to the attached pages : NOTE : It is impossible to have a total debt of : XXXX AFTER 11 accounts have been XXXX out as XXXX BALANCE / XXXX PAYMENT I am AGAIN asking the source of this erroneous, misleading, and inaccurate information to correct AND remove the XXXX, balance owed and correct to information to reflect XXXX BALANCE OWED/ XXXX PAYMENTS DUE from ALL THREE reporting agencies.
These NEGATIVE listings must be removed within 30 days according to : Section 611, ( 15U.S.C. 1681i ) of the FAIR CREDIT REPORTING ACT, paragraph 2 Section ( A ).
If this matter has not been resolved in this time frame, I will have no option but to take the necessary steps to act in my own best interests.
Thank You Respectfully, XXXX XXXX XXXX XXXX ).
XXXX MOHELA again Credit Limit Decrease : Student Loan MOHELA/DEPT OF ED lowered your credit limit.
Financial Yesterday MOHELA/DEPT OF ED lowered your Credit Limit to {$45000.00}.
Source : XXXX XXXX : MOHELA/DEPT OF ED Address : XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX : ( XXXX ) XXXX Activity : Education Previous Limit : {$45000.00} New Limit : {$45000.00} XXXX ) RE : ss # - XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX Request to Delete and correct information that is being reported inaccurately on my credit report that includes my being declined by the SBA / XXXX XXXX XXXX because of various security breaches, and possible tampering with the information that has negatively impacted my credit scores, history, and overall rating. Please review the information, and please re-send information to the 2 creditors that ( may have ) received information that is inaccurate and or erroneous if not just wrong in reference to my fair credit reporting bill of rights.
Thank You XXXX XXXX / XX/XX/XXXX XXXX XXXX XXXX XXXX TX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dated XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX Please be advised, I am hereby making a formal complaint about the inaccuracies that your agency, recently reported to XXXX XXXX XXXXXXXX XXXX
The inaccuracies begin with : 1. The collection accounts : are in fact NOT collections and are covered under the Covid:19 PAUSE from the US Government XXXX
2. The collection accounts that your agency is inaccurately reporting were consolidated in XXXXXX/XX/XXXX.
Utilization of credit ( percentage ) The inaccuracy here is that your agency falsely Reported that I was utilizing 95 % of my credit line which is NOT true. On XX/XX/XXXX, my credit usage was below 55 % of my available credit.
On XX/XX/XXXX your agency inaccurately reported my credit score to XXXX XXXX XXXX to be : XXXX when your agency on the same day rated my score as : XXXX on XXXX which is your company affiliate.
Nothing in your reporting of my credit history is accurate, as well the denial from XXXX XXXX XXXX has caused a drop in my credit scores, I have an inquiry that did NOT result in a NEW line of credit, based on the inaccuracies and obsolete information that your agency is reporting on my Credit report/history.
Because of this DENIAL OF CREDIT I would like to receive a FREE copy of my full credit report.
I have attached a copy of the original letter of denial AND a copy of a utility to verify my residential address.
Please DO NOT make excuses for delaying the process of correcting and DELETING the negative and inaccurate information that your agency is currently reporting that is causing financial harm and undue damage to the establishment of a solid financial base.
Thank you for your time and attention dedicated to the resolution and updates to my credit report. I look forward to receiving my FREE credit report.
Respectfully, XXXX XXXX XXXX XXXX : XXXX XXXX
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| 07/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have a student loan that has a balance. I have never been late and student loans were paused. I noticed that my XXXX XXXX dropped quite a few points after the student loan was put back onto my credit report. It has been said more than one time on the news that it was not supposed to affect your XXXX XXXX but once it was put back onto mine my score dropped from a 719 to a 710. I have watched it to see if once the government decided whether or not to forgive some loans if put back onto my credit report how it would affect it. My score dropped. Everything else is the same so there is no reason it should have dropped. I've even already made a payment early because I just want to get mine paid off. The old servicer was XXXX. The new servicer is Mohela. There was an article printed by XXXX that addressed this same problem. Here it is : XXXX XXXX Lawsuit : Student Loans Are Paused, So Why Did Your XXXX XXXX Drop?
XXXX XXXX XXXX XXXX XXXX, XXXX ( XXXX ). Bestselling Author, The XXXX XXXX.
XX/XX/XXXX, XXXX XXXX A new lawsuit claims that student loan servicers and credit bureaus allegedly ruined your credit score.
Heres what you need to know.
Student Loans Today, individuals representing a class of millions of student loan borrowers filed a federal lawsuit in XXXX California against five of the nation 's largest financial companies for allegedly illegally ruining borrowers ' credit and mishandling student loan debt relief under the CARES Act in the wake of the XXXX pandemic. The lawsuit named the student loan servicer XXXX XXXX ( a subsidiary of XXXX ) as well as consumer reporting agencies XXXX, XXXX, XXXX and XXXX Score. XXXX XXXX is among the largest servicers of federal student loans and services student loans for approximately 8 million customers.
During a national pandemic, these companies illegally damaged the credit of millions of people, '' said XXXX XXXX, the Executive Director of the XXXX XXXX XXXX XXXX, which is supporting plaintiffs in the lawsuit. For too long, the student loan system has crushed borrowers when they slip up, while industry has received a free pass when it harms millions. Borrowers deserve justice.
The Allegations : XXXX XXXX Damaged The plaintiffs make several allegations, including that their XXXX XXXX were improperly damaged when their federal student loans were paused due to the CARES Act - the {$2.00} trillion financial stimulus package. Under the CARES Act, all federal student loan payments are paused as of XX/XX/2020 until XX/XX/2020. As a result, borrowers are not required to make federal student loan payments. Further, borrowers who do not make payments should have no impact to their XXXX XXXX. Despite this law, plaintiffs allege that their XXXX XXXX was damaged anyway. This mistake- which may have been due to a coding error may have impacted as many as 5 million student loan borrowers.
For example, plaintiff XXXX XXXX, program director at the nonprofit XXXX XXXX XXXX, learned that his XXXX XXXX declined after his federal student loans were paused. According to his lawsuit, XXXX XXXX inaccurately reported that his federal student loans had been deferred ( rather than lawfully paused under the CARES Act ). As a result, his XXXX XXXX plummeted and he says he was unable to buy a home, which resulted in a measurable, immediate financial loss. Following complaints from borrowers, XXXX XXXX has publicly admitted the mistake in a tweet on XXXX and says it will correct the error retroactively.
MORE FROMFORBES ADVISOR Student Loans And Your XXXX XXXX : Qualifications And Impact ByLindsay XXXX XXXX XXXX Interest Rates : Costs, Options And Ways To Save XXXX XXXX XXXX XXXX student loans XXXX XXXX on XXXX Investing Digest : Know what's moving the financial markets and what smart money is buying with XXXX XXXX XXXX.
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Similarly, XXXX noted on its website that the Department of Education will report suspended payments to the national credit bureaus as though they were on-time payments.
What should you do if your credit score has been damaged after you paused student loans?
If your credit score has been impacted, or you want to know if your credit score has been impacted, you should check your credit report. Go to XXXX for a free copy of your credit report from all three major credit bureaus. You can also contact the XXXX XXXX XXXX XXXX if your credit score changed on or after XX/XX/2020 and you believe it was reported from XXXX XXXX. Finally, you can also contact your lender to inform them of the error so they can correct it for you. Remember, your federal student loans are paused and your credit should not be negatively impacted through XX/XX/XXXX.
Student Loan RepaymenXXXX Options Whats the best way to pay off student loans faster? Start with these four options, all of which have no fees : Student loan refinancing Student loan consolidation Income-driven repayment plans Student loan forgiveness Resources : Student Loans Dont expect student loan forgiveness or a {$2000.00} a month stimulus check Student loan forgiveness reduced in new stimulus bill Heres when Social Security recipients get their stimulus check XXXX settles lawsuit what it means for your student loans Should you pay off student loans during COVID-19?
How COVID-19 affects student loan forgiveness Heres everything thats happened to your student loans in XXXX weeks XXXX most popular questions about student loans and Coronavirus How long do your unemployment benefits last?
How to pay your student loans during Coronavirus Student loan forgiveness benefits these members of XXXX How to get financial relief for your student loans during Coronavirus XXXX ways to lower your student loan payments during Coronavirus Student loan refinancing rates are incredibly cheap Follow me on XXXX or XXXX. Check out my website or some of my other work here.
XXXX XXXX XXXX XXXX XXXX XXXX is the Founder & CEO of Mentor ( XXXX ), a leading online financial marketplace where you can shop for loans and credit cards. XXXX is... Read More Editorial Standards Print Reprints & Permissions
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| 03/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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XX/XX/XXXX, I spoke with Mohela regarding PSLF. I was in the process of consolidating my loans to Direct Loans, so that I could apply for PSLF. I was told I could send in my PSLF application as my loans were being processed for consolidation and did so.
On XX/XX/XXXX, I used the PSLF tool to find out if my employers were qualifying employers and they were. I obtained the signatures required from all three employers and submitted my PSLF application.
-- -- -- -- -- -- - On XX/XX/XXXX, Mohela indicates in my account that my application was received.
-- -- -- -- -- -- On XX/XX/XXXX, Mohela indicated that my loans consolidated. I was told in XXXX to give them 30 days to process my PSLF application.
In a letter dated XX/XX/XXXX, received a formal letter from Mohela that my PSLF application was received, but my Mohela account says XX/XX/XXXX and I communicated this to Mohela.
-- -- -- -- -- - In a letter dated XX/XX/XXXX, I received a letter stating that I did not have enough payment counts to qualify for PSLF with only my current employer listed. They did not have my other 2 employers that I submitted in my application for XX/XX/XXXX included. I called them XX/XX/XXXX when I received this incorrect letter. The Mohela rep pulled my application and verified that I did indeed have all three employers on my application. I was then told to give them 90 days from XX/XX/XXXX to finish processing my form and approve my other 2 employers, which I did not understand as I had the appropriate forms and signatures, and they were considered approved employers on the help tool. I was told that I could have provided false documentation, which is why they need to be approved. I followed up again in early XXXX, but was told the Department of Education had my application and everything was out of their hands and to wait the 90 days. As 90 days from XX/XX/XXXX was XXXX time, I decided I would wait until the new year to call again.
-- -- -- -- -- -- I contacted Mohela on XX/XX/XXXX. The rep put me on hold several times to locate my application. The rep came back and told me that the Department of Ed approved my employers in late XXXX, and he was now sending my file to be reprocessed to obtain my payment counts. I asked him how this worked, and he said don't worry, they have the ability to obtain all of my student loan payments made from the Department of Education. He told me to give them another 90 days to get the payment counts, then it might be another 90 days to get the loan officially forgiven after the counts. I told him that as they did not update my employer approval in XXXX without him having to now search for it in XXXX, I would call sooner than 90 days.
-- -- -- -- -- -- - Now it is XX/XX/XXXX, I called Mohela and spoke to XXXX, and he tells me that my application was sent back to the Dept of Education to be reprocessed to approve my employers, not to get my payment counts. I told him that on XX/XX/XXXX, I was informed that my employers were approved, and my application was being reprocessed to get my payment counts. He said " no, my employers weren't approved employers at the time of my application ''. I told him this is incorrect, as I used the PSLF tool on studentaid.gov in XXXX prior to submitting my application, and the tool verified my employers as approved.
-- -- -- -- -- -- - I asked XXXX for a supervisor and was forwarded to XXXX. I talked to XXXX the supervisor at Mohela, XX/XX/XXXX. She found that as of XX/XX/XXXX, Advantage supposedly submitted my consolidation paperwork wrong, and Mohela had to recreate my Mohela account with the correct information and loan amount. XXXX stated that as a result of this, my PSLF had to be put on hold until my account was corrected. I have now been told to give it 60-90 days from XX/XX/XXXX to have my payment counts updated. XXXX assured me that my PSLF is not being reprocessed all over again, my employers are approved, and they are waiting on Studentaid.gov to update the payment counts. I let XXXX know that what happened is unacceptable, as I did not receive any correspondence that there was an issue with my account or that it was being updated. I instead found out there was a change in my account from an XXXX credit update. At this point, it had been almost 7 months since I submitted my PSLF application XX/XX/XXXX. Also, I am very concerned that it would take Mohela 5 months to detect a problem with my loan consolidated on XX/XX/XXXX in order to receive my PSLF.
-- -- -- -- -- -- - On XX/XX/XXXX, I submitted this very complaint to Federal Student Aid and given case # XXXX. I never received any answers from Federal Student Aid. I logged in today, XX/XX/XXXX to find they simply closed this complaint. They did not try to contact me or give any explanation of where my application is. I completed a survey stating I was very dissatisfied with closing my case and not even contacting me, as it has been 7+ months with no resolution. I have done everything appropriately on my end and have even been told that I have done everything appropriately.
-- -- -- -- -- -- XXXX XXXX Mohela told me that I have done everything correctly and nothing is my fault. She confirmed that my PSLF is not on hold due to the XXXX lawsuit, as that is a different forgiveness program. She even apologized for previous reps who stated that my employers had to be verified because they had to prove I did not provide false documentation. She assured me that my employers are approved, my payment counts are being worked on, and gave me the following number to contact her : ( XXXX ) XXXX ext XXXX. I tried to call today, XX/XX/XXXX, and I am not given an option for this extension. I keep getting the run around from the automated system.
-- -- -- -- -- -- - At this point, XXXX will be 8 months of submitting everything correctly! I should have a dedicated contact with Mohela with direct contact information. I should also have a resolution, as it seems I have been given the run around for almost 8 months now.
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| 12/20/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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XXXX, XXXX XXXX XXXX, the undersigned affiant, a living man declare that I am of majority and competent to state the matters set forth herein with first-hand knowledge of the facts and that they are true, correct, not misleading, and certain, admissible as evidence XXXX XXXX XXXX. XXXX, XXXX XXXX " The ownership of all property is in the State. Individual, so-called ownership is only by the virtue of the government, i.e. law, amounting to mere user, and use must be in accordance with law, and sub- ordinate to the necessities of the state.
XXXX XXXX, XX/XX/XXXX on XXXX, XXXX " Under the new law, the money is issued to the banks in return for government obligations, bills-of- exchange, drafts, notes, trade acceptances, and bankers ' acceptances. The money will be worth XXXX cents on the dollar, because it is backed by the credit of the nation. It will represent a mortgage on all the homes, and other property of the people of the nation.
Title XXXX XXXX. - Obligation or other security of the United States defined The term " obligation or other security of the United States includes all bonds, certificates of indebtedness, XXXX bank XXXX XXXX Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of United States, stamps and other representatives of value, of whatever denomination, issued under any Act of XXXX, and canceled United States stamps.
XXXX 's are obligations of UNITED STATES : HR XXXX : " The term " obligation '' XXXX Federal Reserve notes and circulating notes of Federal Reserve banks and national banking associations. Title XXXX XXXX makes a statutory pledge of the United States government to payment of obligations and interest on the public debt XXXX XXXX {$3100.00}. Payment of obligations and interest on the public debt ( A ) The faith of the United States Government is pledged to pay, in legal tender, principal and interest on the obligations of the Government issued under this chapter. ( B ) The Secretary of the Treasury shall pay interest due or accrued on the public debt. As the XXXX considers expedient, the XXXX XXXX pay in advance interest on the public debt by a period of not more than XXXX year, with or without a rebate of interest on the coupons. Therefore, the government pledges to pay government obligations which Federal Reserve XXXX are, and pay them with FRNs, which is legal tender. Taxes and all bills associated with corporations are all government obligations which they must pay when we accept them for value and return them to the government that has an obligation to settle the debt, dollar for dollar.
The XXXX does not give we, the people " rights. '' It forbids the government to ignore the " XXXX given Rights of the people, '' as seen in the XXXX Amendment : " The enumeration in the XXXX, of certain rights, shall not be construed to deny or disparage others retained by the people ''. In addition, the XXXX Amendment : " The powers not delegated to the United States by the Constitution, nor prohibited by it to the XXXX, are reserved to the XXXX respectively, or to the people '' It is a fact : Title XXXX XXXX further delineates in its definitions a portion of the total public debt, which is held by the public as the " Net public debt, '' XXXX.
XXXX XXXX XXXX Report ( a ) XXXX XXXX. On or before XX/XX/XXXX of each calendar year after XXXX, the Secretary of the Treasury shall submit a report to the XXXX XXXX XXXX and XXXX XXXX XXXX House XXXX XXXX and the XXXX XXXX XXXX XXXX XXXX XXXX on- ( XXXX ) the Treasury XXXX public debt activities, and ( XXXX ) the operations of the Federal XXXX Bank XXXX For whatever reason we can associate with their actions and reasons they did so we XXXX benefit. We are beneficiaries, the government are trustees ; Trustees pay debts, beneficiaries do not. Thus, government obligations are not taxable. In fact, by the XXXX Amendment, XXXX, we need people to create credit instruments. We must also Accept For XXXX, the debt instruments/legal tender of the United States XXXX As long as the debt exists, the XXXX exists. The Republican Form of Government, The United States of America, can only come back when the debt is gone. Since Federal Reserve XXXX ( XXXX 's ) as legal tender are debt notes, an insufficient number exists, for their repayment in kind, will not cover the interest " owed. '' Using FRNs to " pay '' debts only increases the government obligations on debt by their creation.
As it is a fact that all property in the United States as a result of the XX/XX/XXXX act is under the ownership of the United States, and/or its designee, that the currency is underwritten by XXXX Treasury XXXX XXXX bills and/or obligations, it is impossible for me to be held liable for government obligations. The unconstitutionality of said act is expressed in XXXX ' own words : " a. Since XX/XX/XXXX, the United States has been in a state of declared national emergency. These proclamations give force to XXXX provisions of federal law. These hundreds of statutes delegate to the XXXX extraordinary power exercised by XXXX, which affect the lives of American citizens in a host of all-encompassing manners. This vast range of powers, taken together, confer enough authority to rule this country without reference to normal constitutional processes. '' XXXX report XXXX XX/XX/XXXX. XXXX. Therefore, and per the above, let the XXXX XXXX XXXX XXXX XXXX settle the claims and close this account as paid in full for and which I do hereby give my permission. I do declare my willingness to offset public debt by accepting and returning for value, my private debts that created new currency into circulation and indebted the government thereby.
Sent a coupon to said company for full amount of the debt. XXXX FS kept the payment and brought my credit score down.
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| 03/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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I write to alert you of MOHELAs mishandling of my IDR application, and I ask for your help in resolving this problem. Specifically, MOHELA improperlyclaimed it is unable to grant my request for IDR relief because it could not verify my husbands income. As described below, my husband properly completed the Federal Student Aid co-signing requirement, which linked his IRS account to Federal Student Aid and should have provided MOHELA access to his tax returns, and we were provided written confirmation that my application was complete and we would affirmatively receive any additional information needed.
I believe that MOHELA can resolve this matter by ( 1 ) approving my IDR application, thereby providing me with affordable monthly payments in the amount of approximately $ XXXXmonth, as verbally offered to me by a MOHELA representative XXXX and ( 2 ) compensating {$3500.00} me for my time and effort.
My federal student loans were transferred from XXXX to MOHELA on or about XX/XX/XXXXXXXX. Pursuant to the PSLF Temporary Waiver, I submitted a joint application to consolidate my loans and for an income-driven repayment plan via Federal Student Aid.gov on or about XXXX XXXX XXXX ( see Exhibit A email confirmation attached ). On XX/XX/XXXXXXXX XXXX, my husband co-signed the consolidation/IDR application ( see Exhibit B email confirmation ). I have attached my completed consolidation/IDR application as Exhibit C. Please note that as part of each confirmation the instructions clearly say to wait for correspondence from your servicer regarding any further documentation needed. I never received any additional requests for documentation regarding either my consolidation or IDR request.
My loans were appropriately consolidated in XX/XX/XXXXXXXX XXXX. By XX/XX/XXXXXXXX XXXX, however, I still had not heard anything about my IDR request. I called MOHELA on XXXX XXXX XXXX and was advised that there was an issue with my IDR application. MOHELA did not specify what the issue was or what, if anything, I needed todo torectify it. I was instructed to call back the next week forfurther information.
I called MOHELA again on XX/XX/XXXX XXXX XXXX. I was told that the problem with my IDR application was that I had not been counseled as to the various plan options available. MOHELA provided me with a description of the plans available and confirmed that my IDR application was complete and would be assessed shortly. I received email confirmation that I received this counseling, which is annexed hereto as Exhibit D.
By XX/XX/XXXX, I still had not received any communication about my IDR application. I called MOHELA on XX/XX/XXXX. I was first told that I needed to submit an entirely new IDR application, but then the representative was able to speak with a supervisor and confirmed that my application was complete and there was just a delay in processing. After explaining to MOHELA the critical need for an IDR approval due to my pending LRAP application, I was promised that MOHELA would provide a letter on its letterhead and explaining this delay as well as provide an estimate of what myreduced payments would be under an eligibleIDR plan.The representative promised me that I would receive this letter within 30 days.
I had not received any letter by XX/XX/XXXX. I called MOHELA and was told that, rather than providing a letter, they would simply expedite my IDR application and I would receive a decision within 1-2 days.
By the next week, I still had received no correspondence regarding my IDR application. I called MOHELA on XX/XX/XXXX, and was told for the second time that my application was delayed because I had not been counseled as to the various plan options. MOHELA counseled me again, and I have email confirmation thereof ( Exhibit E ). I was told that my application would be expedited and I would have a decision on my application within 1-2 days.
On XX/XX/XXXX, I received a letter on my MOHELA stating that they could not grant my IDR request on the grounds that MOHELA lacked documentation of my spouse 's income. The letter is attached hereto as Exhibit F.
I believe this determination is unfair and incorrect and MOHELA should reverse it immediately. My written instructions were that my application was complete, and that I should receive notice of any further documentation if necessary ( Exhibit B ). At no point did MOHELA ask me for additional documentation of my spouse 's income. My husband provided access to his IRS account and therefore MOHELA certainly had access to his most recent tax information. For MOHELA to claim it can not grant my application based on documentation that it either already had, or was under explicit direction to affirmatively request and which was not affirmatively requested, is unfair and deceptive.
Finally, I spent over 4 hours on the phone with MOHELA trying to get clarification of how to expedite and obtain approval on this IDR request. At no point did MOHELA advise me that it needed further documentation of my husband 's income. If it had asked, I would have provided it promptly.
While MOHELA should not need any further documentation, out of an abundance of caution I am providing all of my husbands most recent income documentation to MOHELA via portal upload ; fax, and regular mail. I am including my cover letter for this documentation as Exhibit G ; MOHELA has no excuse for claiming it lacks my husbands information ( or any information, for that matter ). MOHELA should immediately approve IDR application and provide me with an affordable payment plan.
MOHELA owes me at least {$3500.00} for : the time I spent on the phone with them, time I spent drafting this complaint, time I spent gathering documents and documenting my attempts at communication with MOHELA, consulting with attorneys ( and the attorneys ' time consulting with me ), lost sleep, emotional distress, and my husband 's time trying to help me resolve this issue, among other things.
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| 08/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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PSLF ( public service loan forgiveness ) : There was a Special Waiver in XX/XX/XXXX. I applied for Public Service Loan Forgiveness when I had made XXXX payments in XXXX XXXX I then waited for a delayed period of time and my application was accepted, but the new servicer needed to count the payments. My application was being transferred to MOHELA. After another 6 months, MOHELA finally had some information, but it didn't take into consideration the Special Waiver. I then initiated reconsideration for my PSLF application.
1. MOHELA is not counting all the Qualified - Special Waiver payments because of deferments. Im showing 95 payments instead of XXXX. All the payments should be counted because I should have been given the option to be on other payment plans.
2. If indeed these Qualified - Special Waiver payments ( or if I did not make a payment ) are not qualifying, I would like to escalate the issue because when I called FSA, my loan servicer ( there have been several over the years ), and my employer, no one had information about PSLF. They couldnt tell me if I was eligible or not, and if I was eligible, could not give me information about what I should do to remain in good standing. I called in XXXX when PSLF was rolled out. I called again in XXXX XXXX XXXX XXXXeach time I had to make a major decision. Without the information, I still had to move forward. The information about PSLF was first published to the XXXX site in XXXX exactly the year after my 10 yr tenure with a qualifying PSLF employer completed. These issues are not isolated to MOHELA. All student loan servicers I have had contributed to this, but MOHELA is my current student loan servicer.
In one of my calls, the rep at MOHELA told me that PSLF is on hold pending the XXXX case decision. I informed him that the XXXX case is regarding the one time Student Debt Relief. He said he thinks PSLF is on hold pending the Student Debt Relief decision. He is either misinformed, or MOHELA should not be holding the PSLF program up for the debt relief, which is somewhat unrelated. Student Loan servicers benefit from holding loans and discharging any for PSLF or debt relief is a financial blow to them. If this is happening, it is unethical. If it is not happening, then the misinformation that is being given to borrowers is at an unparalleled level, adding to borrower confusion.
3. MOHELA refers me to XXXX XXXXDept of Education . XXXX XXXXDept of Education refers me to MOHELA. I keep going through this loop endlessly.
IDR application ( Income-Driven Repayment alternate plans ) : At this point, I have been on so many calls, going through automated systems, not getting the information I need from MOHELA or from XXXX XXXX that I am at my wits end.
1. I lost my job in XXXX XXXX. I selected the option for having a significant change to my income. I was told that I would not be asked for tax information, but I was. When I did have to enter my XXXX, the instructions were not clear about estimating the current year XXXX, or instead, including the very last tax year XXXX, or as suggested by FSA, the year before that XXXX. But what I put in for my income matters. At no point was I asked for income and debt breakdowns.
2. It was also not clear whether I should include Unemployment Insurance ( UI ) payments as income ( I also qualify for XXXX and for state-sponsored healthcare, XXXX XXXX XXXX What I put in for the current years AGI matters because it changes my IDR payment plan and payment amount. It does not make sense to me to pay XXXX XXXX XXXX XXXX for an IDR payment when I am unemployed. If I were to report UI at $ XXXX ( $ XXXX ), it doesnt take into consideration my mortgage, HOA dues, or energy bills. Selecting having a significant change in income didnt have an impact my payment whatsoever.
3. Being on an IDR plan should increase my PSLF payment count, but I can not complete the application.
Ombudsman for Student Loans : XXXX XXXX XXXX ( Thursday ) I tried calling and got an Ombudsman call center. After 40 minutes on hold, the person there was argumentative and would not listen. He gave me a number for the Dept of Education and insisted I needed to call that number. He also insisted that XXXX XXXX is not a part of the Dept of Eduction , and it is. When I called that number it was for loans in default. My loans are not in default.
XXXX XXXX XXXX ( Friday ) I tried calling the Ombudsman call center again. I waited 20 minutes on hold. When that person realized I need to speak to the ombudsman, she tried transferring me to the ombudsman. However, I got a message that the Ombudsman is not accepting calls at this time ( or similar ). I called back again and waited another 20 minutes and while I was discussing things with the person, the call disconnected. It was a Friday, so I thought I'd try again on Monday.
XX/XX/XXXX ( Monday ) I tried calling the Ombudsman call center again. I waited another 20 minutes on hold. This time I'm being told that I can not be transferred to an Ombudsman, but need to be placed on a list to be called. I asked what the turnaround time is and they told me it could be days, a couple of weeks, or several months. Repayment is starting soon and this is not helpful.
The person then told me that I should call MOHELA and get on an IDR plan. I explained to her that another reason I need the Ombudsman is the IDR application that is broken because MOHELA sends me to XXXX XXXX/Dept of Ed , and XXXX XXXXDept of Ed sends me to MOHELA. I informed her that in this complaint about MOHELA, I now have to add the Ombudsman 's office to the complaint because I have been going through this since XXXX, repayments are restarting, and I can not get resolution. The Ombudsman who should be able to help untangle this is also unavailable in a timely manner. I have been going in circles.
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| 12/30/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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*** Attached is a PDF version of this complaint should formatting be an issue *** Concerned Parties : Missouri Higher Educ Loan Auth ( MOHELA/XXXX ) Re : Request for Correction Account # : XXXX Complaint Details : I, XXXX XXXX XXXX XXXX XXXX, am contacting you regarding the below items on the above account. The reporting of these items evidence violations of federal law. I have enumerated these violations in further detail in sections ( A ) through ( C ) below. Each item is numbered in the attached marked copy of my recent credit report for reference.
Payment History/Rating : ** ( see attachment 1 ) ** ( XXXX ) XX/XX/XXXX : XXXX ( XXXX ) XX/XX/XXXX : XXXX ( XXXX ) XX/XX/XXXX : XXXX Background : In XX/XX/XXXX, facing the culmination of a prolonged two-year period of unemployment exacerbated by the COVID-19 pandemic, and having exhausted my unemployment benefits, I engaged in a conversation with Mohela in efforts to explore viable options under the prevailing circumstances. This dialogue resulted in my enrollment in Mohela 's Unemployment Reduced Repayment Option, a program tailored to provide temporary relief through reduced monthly payments.
The accommodation, a direct response to my financial hardship enabled me to adhere to a modified payment schedule during this challenging phase. By XX/XX/XXXX, I had successfully navigated back to my regular payment schedule.
However, in XX/XX/XXXX, upon meticulous review of my credit report, I encountered an unexpected revelation - the report reflected delinquencies for the months of XXXX through XX/XX/XXXX. This discovery was particularly disconcerting as it contradicted my understanding of the provisions under the XXXXARES Act, which, to my knowledge, should have precluded the reporting of such adverse information. Compounding this issue was the absence of any form of written notice from Mohela regarding the reporting of this negative information, a lapse that raises significant concerns about compliance with mandatory disclosure requirements and the overall integrity of the credit reporting process.
( A ) : Violation of FCRA Provisions During COVID-19 Pandemic Accommodation Under 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ), the law is unequivocal : if a furnisher, like Mohela in my case, extends an accommodation to a consumer, and the consumer adheres to the terms of this accommodation, the obligations or account must be reported as current. The failure of Mohela to adhere to this mandate, in my situation, is not only a glaring oversight but a direct contravention of the FCRA.
The agreement between Mohela and I enacting their Unemployment Reduced Repayment Option ( **See Attachment 2** ) constituted an accommodation*** given that, per the CARES Act definition, the coverage period extended through XX/XX/XXXX, XXXX. Despite adhering to the new payment terms, Mohela 's subsequent reporting of my monthly credit obligation failed to reflect the mandated " current '' or PAANL status. This misreporting occurred despite my account being brought to a current status during the accommodation period*****, which should have triggered a reporting adjustment reported as stipulated under 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ) ( ii ) ( bb ).
In light of these violations, I demand that you take immediate corrective action by 1. Modifying items ( 1-3 ) to PAANL or Paid on Time ( B ) : Failure to Provide Required Notice of Negative Information Contrary to the obligations outlined in 15 USC 1681s-2 ( a ) ( 7 ) ( A ) ( i ), Mohela neglected its duty to provide written notice to me prior to, or within 30 days after, reporting negative information to credit bureaus. Upon discovering adverse entries on my credit report, I conducted a meticulous review of all my billing statements, separate correspondences, and electronic records. This thorough examination revealed a complete absence of the legally required notification from Mohela concerning the reporting of this negative information.
This omission not only represents a significant lapse in compliance with the FCRA but also deprived me of the opportunity to address or rectify the issues preemptively. Such an oversight is particularly consequential, given the substantial impact of negative credit reporting on a consumer 's financial health. This breach necessitates immediate attention and corrective action to rectify the resulting inaccuracies in my credit report and to ensure compliance with the FCRAs stringent consumer protection standards.
NOTE : Distinctiveness and Independence of Legal Arguments and Requests It is important to note that arguments and codes presented in both section ( A ) and section ( B ) are distinct and separate from each other. While each section advocates for the removal of certain items from my credit report, the reasons and legal bases provided in each section are independent and should be considered on their own merits.
Therefore, the requests for the removal of items and their supporting codes within each section should in no way be construed as diminishing or negating the validity of the requests made from other codes in other sections. Each code within each section provides separate and equally compelling legal grounds for the removal of different items from my credit report. I trust that these requests will be evaluated individually.
***15 USC 1681s2 ( a ) ( 1 ) ( F ) ( i ) ( I ) ****15 USC 1681s2 ( a ) ( 1 ) ( F ) ( i ) ( II ) defines the end of the covered period as 120 days after the termination of the National Emergencies Act declared on XX/XX/XXXX. The act was terminated on XX/XX/XXXX ( see Termination of National Emergency Concerning COVID19, Pub. L. 1183, Apr. 10, 2023, 137 Stat. 6 ), thus the coverage period extends to XX/XX/XXXX *****See Attachment XXXX ( Billing statement for XX/XX/XXXX ) - The accommodation period ended XX/XX/XXXX XXXX
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| 04/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I took out my first student loan as a freshman in XXXX. According to Mohela, I borrowed {$64000.00} in total. Even though I've been paying on these loans for almost 40 years, I still have almost XXXX payments to go, totaling nearly {$45000.00} more. If all the payments I've made were added up since XXXX and that amount was compared to the amount I borrowed, I've surely paid off what I borrowed ( and then some ) and certainly shouldn't have to continue paying until XXXX, which is when my loans are scheduled to be paid off. In addition, my understanding is that student loans should be discharged once someone has made payments for 20 years, which Ive also done. From XXXX until XXXX, my loans were serviced by Direct Loans. I was making payments when I could during this time, in between deferments due to going back to school or financial hardship. My payment was {$310.00} a month, which is all I could afford back then. I've been unable to track down how many payments I made during this period of two decades and for how much, but I know it's in the thousands. In XXXX, my loans were transferred to Mohela ( with the same payment ), who serviced them until XXXX, at which time I did a refinance with XXXX. I would estimate that I made somewhere between {$30000.00} and {$40000.00} in payments during the decade that Mohela serviced my loans. While talking with a Mohela representative recently, I was told that I made over {$12000.00} in payments between XXXX and XXXX alone, but this all went to interest, so my debt actually increased during those years. I was basically throwing my money down a well ( and a lot of it ). During a XXXX phone conversation with another Mohela representative, I was told very directly, " You'll never pay off your loans at this rate. '' This conversation is what led to me doing the refinance with XXXX. I had no choice. The refinance dropped my interest rate from 8.5 % to a fixed rate of 5.47 %, with a monthly payment of {$570.00}. By XXXX, I was in a better financial situation due to advancing in my career, so I could afford a higher payment. The refinance was done at the beginning of XXXX and my payments began that XXXX. The total amount refinanced was {$70000.00}. Remember, I only borrowed {$64000.00}, so the 30 years of payments I had made up to that point did nothing to reduce the amount I owed. Instead, my debt increased by several XXXX dollars. In the last XXXX years alone, I've made over {$48000.00} in payments, yet still owe nearly {$45000.00}. There's no way this is right and I have no idea how its even legal. One of the things that makes this so frustrating and difficult is the fact that my loans have gone from one company to another. Since they're not in a straight line, it's very hard for someone to resolve this kind of a mess on their own. I've spoken with several different people over the years from the Federal Student Aid Department, Mohela, and XXXX. I was told many different things and the explanations I was given are often contradictory. One of the companies will tell you to call another, and that company will tell you to call the first. I feel like I've been running in circles for decades about this. I can't help but become overwhelmed with the feeling that this is incredibly unfair and wrong. Unfortunately, Im not the only person who is drowning in student loan debt due to this type of predatory lending. Someone shouldn't have student loans they took out when they were XXXX still hanging over their heads for over 40 years and continue paying on them well into their XXXX, despite making tens of thousands of dollars in payments, far exceeding the original amount borrowed. If I'm required to make the remaining XXXX scheduled payments over the next eight-plus years, that's exactly what I'll do. I will have paid somewhere between {$120000.00} and {$150000.00} when I only borrowed {$64000.00}. In addition, my loans won't be paid off until XXXX when I'm XXXX XXXX XXXX. Meanwhile, Ill pay off my XXXX, {$120000.00} mortgage in one-third the amount of time itll take me to pay off {$64000.00} in student loans. That's insane. While trying to resolve this, I first reached out to the White House. Ive attached the response I got, which includes references to President Bidens student loan relief plan ( I was a Pell Grant recipient, so Im eligible for the full {$20000.00} in relief ). The response also directed me to the Federal Student Aid website ( studentaid.gov ). In one of my conversations with XXXX, I was also advised to go to that site and file a complaint about my case. I did that on XX/XX/XXXX and received a response on XX/XX/XXXX, which Ive also attached. If my understanding of their response is correct, my loans arent eligible for any kind of federal relief because they were refinanced with a private company ( this is one of the things which contradicts what I was told over the phone ). Of course, when companies like XXXX or XXXX encourage you to refinance your student loans with them in their TV commercials, they dont tell you that. As in my case, you dont find out until its too late. I took FSAs response as being the sorry about your luck explanation, which simply isnt acceptable. Ive also attached a current screenshot from my XXXX account, which shows the details of my loan, including the number of remaining payments and the exact amount I still owe. I first filed a complaint with XXXX on Monday, XX/XX/XXXX, since they are the current loan servicer. They responded later that day and denied my claim. I've also attached their response.
Please let me know if there's anything else you need from me. Thank you for your help. I really appreciate it!
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| 12/19/2017 |
Yes |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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Good evening,
Please see below responses to the Student aid foundation, they are not being cooperative. I do also have the bankruptcy I can attached, should you request it.
XXXX I understand that you believe the student loan was not forgiven because you are unable to find evidence of an Adversary Proceeding. I want to make it clear, the courts have allowed a student loan/education loan to be discharged without an Adversary Proceeding and the bankruptcy court does have the power to approve a discharge without an Adversary Proceeding.
Though the bankruptcy court does choose to use the process of an Adversary Proceeding to determine discharge on MOST of its cases, it doesn't ALWAYS use this process. It is up to the courts to determine discharge, how the determination is done still rest in the courts "Bankruptcy Judge" hands.
With my particular case, the bankruptcy judge did approve the discharge of all listed debts under my chapter 7 bankruptcy . The trustee specifically listed my debt total INCLUDING the student loans as approved to be discharged in bankruptcy and His Honor approved. I have offered up the information, both with the schedule of debt listed, the trustees comments, and the Judges order stating relief ordered.
I have also offered a court case showing, that in rare cases and advisory proceeding is not required, should the bankruptcy court make that determination, specifically siting that the lack of undue hardship (advisary proceeding) doe's NOT limit the bankruptcy court's jurisdiction over student loan debts.
XXXX XXXX XXXX XXXX, Inc. v. XXXX under the opinion of the court it was stated "We are not persuaded that a failure to find undue hardship in accordance with 523 (a)(8) is on par with the jurisdictional and notice failings that define void judgments that qualify for relief under Rule 60 (b)(4). As noted, 523 (a)(8) does not limit the bankruptcy court's jurisdiction over student loan debts. "
The student loan, for which you on behalf of Department of Education are refusing to adhere to court orders, was consolidated from a XXXX XXXX XXXX, from a school which was not accredited at the time of loan origination. Further more, you have been unable to provide me with original form of indebtedness from loan origination in XX/XX/XXXX - XX/XX/XXXX. This loan was clearly discharged in bankruptcy, and your refusal to listen to court orders can and will find you in contempt.
The fines for contempt of court do vary, however, my letters explaining to you exactly what and why my loans were approved to be discharged by the court will do nicely to help His Honor see I have exhausted all avenues before requesting further help from the courts.
At this point, I will await one more further response from your department.
My next step will be to reopen my bankruptcy case and file a motion requesting to find Federal Student Aid an Office of the Department of Education, and Mohela in contempt of court, for which the court will decide the level of severity and distress you, acting on behalf of Department of Education, and Mohela have caused since XX/XX/XXXX. I will also provide the credit report showing that my credit was affected by your refusal to respect His Honors original order for relief. Further more your misuse of power & authority for a loan that was consolidated from XXXX College a college that lost its accreditation from XX/XX/XXXX - XX/XX/XXXX has proven that Department of Education needs more checks and balances outside of themselves to provide an unbiased opinion and to follow courts orders. This particular loan started at $XXXX now with interest and refusal to follow the courts orders the Department of Educations has listed this loan over $11,000.00, damaging my ability for a fresh start, for witch the bankruptcy court have already approved.
I have hoped to resolve this without requesting the courts help, and I will wait 2 more weeks before filing the motion, with a series of documentation requesting the courts help with overseeing their order.
The date I will file will be XX/XX/XXXX allowing you enough time to follow the courts decision on your own accord.
Sincerely,
XX/XX/XXXX
From: Student Aid Feedback
To: "XX/XX/XXXX"
Sent: Tuesday, XX/XX/XXXX XXXX XXXX
Subject: Resolved, Complaint Case Number: XXXX [ ref:XXXX ]
XX/XX/XXXX
Dear XXXX XXXX:
Thank you for contacting the U.S. Department of Education's office of Federal Student Aid. We have reviewed your complaint XXXX regarding Federal Aid Repayment-Loan Discharge, Cancellation, or Forgiveness.
The following actions were taken on your behalf:
We researched your account again based on the documentation that you submitted for review on XX/XX/XXXX.
Proper documentation would show that you filed an Adversary Proceeding in the Bankruptcy Court and that the Court, as part of the Adversary Proceeding, entered an order discharging the student loans. We looked in PACER and you never filed an Adversary Proceeding. This is why your federal student loans were never discharged.
Thank you for providing feedback to the U.S. Department of Education's office of Federal Student Aid. However after taking these actions, we have closed your case.
Sincerely,
ref:XXXX
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.
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| 07/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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My Federal loans were transferred to Moehla recently. During the process, my Public Loan Forgiveness payments got lost in the shuffle so i went about rectifying them them. Once I d collected the certifications, I called Moehla because it looked like 2 of 3 loans were ripe for discharge just leaving about 60 payments left on a loan that was never consolidated- the amount of that loan was around $ XXXX. During that call, the representative told me consolidating the $ XXXX loan into the others would be a back door and an extra boost towards XXXX. Please note the consolidation advice was in the call logs when I called back at a later date. Excited, I immediately consolidated the third loan into the other two. Somewhere along the line, I read or heard that consolidation would set the counter to zero. I absolutely panicked, called Moehla who confirmed the notes reflected they told me to do consolidate and after some backpedaling the Mohela rep said it would only temporarily set the XXXX payment to zero qualifying payments and then Id be pushed over the qualifying payment minimum ( XXXX ) to forgiveness. Nonetheless, between XXXX and XX/XX/XXXX, I sent frantic emails asking studntaid.gov and to XXXX to cancel the consolidation as I was in mortal fear Id lose a $ XXXX discharge. I received one responsive email on XX/XX/XXXX at XXXX PM : Hello XXXX, Please accept our heartfelt gratitude for all you do to protect our freedoms and know that your time, commitment, and service are truly appreciated. I called on Friday and left a message on your voicemail. We were able to pull this information from XXXX. We believe this may be what Mohela is suggesting. How does this work if I consolidate loans with different amounts of time in repayment? Assuming your repayment history overlaps for each loan, the consolidation loan will be credited with the longest amount of time in repayment of the loans that were consolidated. For example, say you had 50 months of time in repayment on one XXXX XXXX XXXX and 100 months of time in repayment on another XXXX XXXX XXXX. If you consolidated those loans, you would receive credit for 100 months of payments on the new Direct Consolidation Loan. If your repayment history does not overlap for each loan, the consolidation loan may be credited with more time in repayment than the loan with the longest amount of time in repayment. Using the same example above, if the loan with 50 months of time in repayment included XX/XX/XXXX in repayment status but the loan with 100 months did not, the resulting consolidation loan might be credited with 101 months of payments. This can occur where borrowers relied on different repayment, forbearance, or deferment options on different loans for the same period. We will start processing loans that are eligible for forgiveness later this year. If you have loans with different counts and one of those loans qualifies for forgiveness, you may benefit from consolidating in order to get all of your loans forgiven at the same time. If you do, you would receive forgiveness because the consolidation loan will be credited with the longest amount of time in repayment. Why do I have to apply to consolidate by the end of XXXX? The adjustment will be applied to most borrowers~~ accounts in XXXX. It will be applied only to XXXX and XXXX XXXX loans held by XXXX. If you have commercially held XXXX or any XXXX or XXXX loans, you will need to consolidate them before the end of XXXX to benefit from the account adjustment. Keep in mind that you can locate a listing of military benefits at aidvantage.com/military-benefits. Visiting aidvantage.com will also help you to manage your education loans from anywhere, at any time. You are welcome to call our specialized XXXX XXXX team toll free at XXXX for your XXXX XXXX questions. Were here to help you Monday XXXX to XXXX, Tuesday & Wednesday XXXX to XXXX, Thursday & Friday XXXX to XXXX, XXXX. We truly thank you for your service to our country. Thank you, XXXX XXXXXXXX Military Benefits Phone : XXXX Email : XXXX I then logged in and saw a zero balance in studentaid.gov and Mohela. I emailed Mohela and they responded - that I am starting at zero and have to start all over again. I called this military benefits section again and was advised that they emailed me at XXXX pm on the day the cancellation of the consolidation was due ( XX/XX/XXXX ) at XXXX. The problem with that is twofold : the email i have a copy of says no such thing AND I submitted a complaint on this platform asking it be cancelled on XXXX. I emailed EVERYONE who would listen. Theres an official case stamp about it in here. This is not the intent of the administration- to saddle a borrower with $ XXXX that was paid off a week ago. When I originally called XXXX and they told me to consolidate CONSOLIDATION WASN'T EVER ON MY RADAR. I am distraught. Obviously, I did not put myself in a situation to pay 10 more years on almost XXXX. I did so at the instruction of the representative. Further, I continue to get contradictory information from XXXX, XXXX and Mohela about what is happening. I just spoke with Mohela again who told me that i will get all payments credited even though in writing from their email portal it says differently. I need this corrected, permanently. Moehla, aidvantge and studentaid should not be allowed to process any action that puts a borrower further from discharge than they were originally. Its predatory. Im asking that both my situation be personally remedied and that Mohela be on notice that this behavior will be sanctions. More screenshots and documents available on request.
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| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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09/27/23 : Income-Driven Repayment Application submitted with spouse 's financial information. The online form versus the PDF " copy '' included different questions and information.
XXXX : Mohela sent a billing statement for {$2400.00} on Standard Level Plan. My IDR application is still pending.
XXXX : Dear Mohela, My husband and I submitted an IDR application last week via your website. My payment currently states that it is due on XXXX for approximately $ XXXX. We are concerned about the time it will take to process the application because we can not pay that amount. We are trying to get a mortgage and have been denied due to the current monthly amount Mohela states I am required to pay. We are further worried that non-payment of the {$2500.00} will go on our credit report, causing further challenges in our ability to have a home and start a family. We are also concerned because the application that was filled out online vs. the PDF " copy '' had different questions. In fact, there were many questions that were on the PDF " copy '' that were not asked in the website version. This also concerns us in that it may lead to an unjust denial of other repayment options, at no fault of our own. My husband put in his information regarding the approximately {$160000.00} in loans he owes and his income, given that I am currently unemployed. XXXX. What is the estimated timeframe for application decisions? XXXX. If the application either isn't reviewed in time or there are complications with the application by XX/XX/XXXX, how will Mohela address this? We sincerely hope it won't just continue charging us while these very important things are held in limbo. Thank you for your time. XXXX XXXX XXXX : Received a generic and confusing correspondence from Mohela that stated, " WHY WE ARE CONTACTING YOU Your recent request has been received and is expected to be processed within the next XXXX business days.
ACTION BY MOHELA We will review your request and the details of your loan information to determine if the request will be approved, denied for reasons such as not meeting eligibility requirements or the information provided to us is incomplete, or if the request required further review by Federal Student Aid ( FSA ). Notification will be sent to you after your request has been processed.
ACTION BY YOU If your loan ( XXXX ) are suspended through another forbearance or deferment and you are not due for payment, no action is required at this time. However, if your loan ( XXXX ) are in repayment, payment ( XXXX ) remain due, and if you are participating in Auto Debit, this remains active.
Should your request be denied due to incompleteness, provide the necessary information to us by mail, fax, or upload on mohela.com. If the denial is due to ineligibility and you believe your eligibility has changed, you may reapply by completing and submitting a new request. Please be on the look-out for notification from us for the approval, denial or if the request has been forwarded to XXXX for review. '' My application is still pending and actively due.
XXXX XXXX Dear Mohela, I am writing to you today to request administrative forbearance for my loans due on XXXX XXXX XXXX days from today ). I am requesting this because on XXXX I submitted an IDR application, which included my husband 's loan and income information. Since then, the only correspondence I've received from Mohela was a message stating that it would take XXXX ( XXXX ) days to process. Despite this, my account still states that a whopping {$2500.00} is owed on XXXX This will not be paid because we can not afford it. Because of this, I request to be placed on administrative forbearance until the application is successfully processed and a feasible monthly payment is determined. Thanks. Sincerely, XXXX XXXX XXXX : I logged into my account where there was a generic/unaddressed window that said : Prepare for Student Loan Payments to Restart " You are currently on an income-driven repayment plan. If your payment is not affordable, you can have your payment recalculated or switch to a different IDR plan at any time. '' This was not an official message to me, so I checked my Mohela account and it still stated that I was on the Standard Level Plan with {$2400.00} due on XXXX XXXX Dear Mohela, I'm writing to you again because my IDR application is still pending and I have not been placed on administrative forbearance, despite payment being due on the Level Plan in XXXX ( XXXX ) days for {$2500.00} on XX/XX/XXXX. This is very concerning. I'm asking again, please place me on administrative forbearance. There was a message when I first logged in stating I was on IDR, yet none of my repayment information is consistent with that. I have received nothing. I understand Mohela is bogged down, but this is ruining lives. Please place me on administrative forbearance while the application is pending. Sincerely, XXXX XXXX XXXX : Dear Mohela, I submitted an IDR application in XXXX and it is pending, yet my account still states I must pay {$2500.00} on the Level Plan in XXXX DAYS. I have requested administrative forbearance multiple times, in addition to the Department of Education advising student loan lenders to place pending applications on administrative forbearance. I demand that action be taken on this matter. If it is not taken prior to being charged the current egregious amount on XX/XX/XXXX, I will seek legal counsel. This will arbitrarily ruin my credit and place even more financial stress on me and my family. Please place my account on ADMINISTRATIVE FORBEARANCE. Sincerely, XXXX XXXX
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| 03/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted an annual Employment Certification Form for pslf XX/XX/XXXX, at the time that some of my student loans were due for forgiveness. That same month, my loans were transferred from XXXX XXXXXXXX XXXX to MOHELA. When my loan information finally showed up on MOHELA 'S website, only one of the full year 's worth of payments showed up on my payment count and the rest were not counted. Initially I waited to see if the information would update to the correct count on the website, but eventually I emailed MOHELA on XX/XX/XXXX. One month later I received a response from MOHELA saying they hoped my issue had already resolved itself, and if it hadn't, I should call them to have the issue addressed. I called to have the issue addressed and also submitted an updated ECF XX/XX/XXXX, as more of my loans were approaching the forgiveness date, but I couldn't tell what my exact counts were because they were incorrect and hadn't been updated since the transfer to MOHELA. When I entered the Employment hire date for the updated XX/XX/XXXX ECF into the FSAID website, an old Employment hire date kept populating up on the Form. Since I could not get the correct date to print out on the ECF form, I submitted the Form as- is to my employer 's HR department, and they crossed out the incorrect date and typed in the correct date, then completed and signed the rest of their portion of the Form. When I called MOHELA XX/XX/XXXX, they said they would have the XX/XX/XXXX Form re-processed. I asked if that would take another 90 business days and was told, " I hope not. " in the meantime, I submitted another ECF XX/XX/XXXX, again because I didn't know where my counts stood, but I knew i was closer to the forgiveness date for most or all of my loans. I had the same glitch on the fsaid website with the Employment hire date in the XX/XX/XXXX ecf Form, and my employer 's HR representative did the same thing on that ecf Form, crossing out the incorrect date, typing the correct date, signing the Form. 90 business days later, XX/XX/XXXX, after receiving no further correspondence from MOHELA, I checked the MOHELA website and saw that my re- processing request for my XX/XX/XXXX Form went through. However, Rather than actually reviewing or processing any of my forms, my XX/XX/XXXX ecf reprocessing request showed as " canceled, " and both my XX/XX/XXXX and XX/XX/XXXX Forms were labeled as " duplicate forms '' and were not reviewed at all. I called MOHELA again and was told they would again submit a request to have the forms re- processed due to the errors, but this time it would be completed within 14 business days. 1-2 weeks later, I received a notice that my ecf Form ( s ) were denied because information was missing in multiple sections. I called MOHELA again XX/XX/XXXX and was told the XX/XX/XXXX Form was denied because my employer 's HR representative didn't initial the Employment hire date in addition to the HR representative 's signature. I was told that the other '' missing information '' on the ecf was an error and there was not missing information. I was told I needed to have HR initial the Employment hire date or that I could look at the HR representative 's signature and use that to copy and place the initial on the Form myself. ( This seems fraudulent ). He said to then call MOHELA again and request Supervisor so my request could be expedited when it was resubmitted. MOHELA 'S employee also said he could not find my XX/XX/XXXX ecf Form anywhere in their system. After 45 minutes of the MOHELA employee searching unsuccessfully for my XX/XX/XXXX Form, I ended the call. I had my employer 's HR representative initial the enjoyment hire date and I submitted the Form to MOHELA again on XX/XX/XXXX. I called MOHELA XX/XX/XXXX and spent 50 minutes on hold and before giving up on the phone call. I called MOHELA again today, XX/XX/XXXX, to inquire again about my missing XX/XX/XXXX ecf request and to request that my XX/XX/XXXX ecf be expedited, per MOHELA 'S employee 's recommendation. Today I was told that MOHELA can't find my XX/XX/XXXX form information, so they have requested it be resent to them from XXXX XXXX XXXX. They said this will take an additional 60 days. I was also told that my resubmitted XX/XX/XXXX form can't be expedited and that I need to wait an additional 90 business days for that to be processed again. After multiple requests to the MOHELA employee to consider this full situation, the repeated errors, and the fact that I've been waiting for any of my ecf 's to be processed correctly since XX/XX/XXXX, I was told there is nothing MOHELA can do and there is no way for my XX/XX/XXXX Form to be reviewed or processed sooner than the additional 90 business days. Upon review of the denial Form for the XX/XX/XXXX ecf, I see that it states that my employer can contact MOHELA within 60 days of the denial so the XX/XX/XXXX ecf can be processed, otherwise it needs to be resubmitted. I don't know how to proceed at this point, given that MOHELA 'S employee stated today that they will not re-process the XX/XX/XXXX ecf sooner than 90 business days under any circumstances, contrary to the statement on their denial Form, and given that my XX/XX/XXXX Form has been lost and will take another 60 days to get anther copy of. 90 business days from now will be 11 months from the date I initially submitted my XX/XX/XXXX ecf that has been lost, and given that every ecf Form I have submitted so far has been processed incorrectly or not at all, I don't have confidence that the ecf ( s ) will be processed correctly even if I do wait another 90 business days.
|
| 01/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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MOHELA- which is now in charge of all student loans held by public service employees- refuses to accept actual phone conversations from its loan holders. Leading up to the XX/XX/XXXX XXXX ( temporary expanded public service loan forgiveness ) deadline - when public servants called their new servicer MOHELA to get questions answered leading up to the deadline - MOHELA had an automated response telling borrowers that because so many public servants were applying that they were not accepting phone calls and that borrowers should just " check the website. '' I sent a direct electronic message to MOHELA through my online MOHELA account on XX/XX/XXXX asking for critical information I needed specific to my account which was not updated on their website before the XX/XX/XXXX deadline and I received an automated response from MOHELA on XX/XX/XXXX - over a month later- and passed the deadline. Their response did not answer any of my questions - but - again - referred me to their website 's FAQ page! I specifically asked MOHELA to call me and they sent me an automated message with no information regarding my account. I also have a TEACH Grant ( transferred to MOHELA this summer from XXXX XXXX XXXX as the Department of Education contracted MOHELA recently to handle all loans of teachers in PSLF and TEACH Grants ) and although my loans were transferred in the summer of XXXX as of today, XX/XX/XXXX, my MOHELA online account has no record of my TEACH Grant, still! This means that I can not submit my annual certification form because they have yet to accurately update my loans and grants to their own website - 5 months after transferring my loans. MOHELA sent me an automated message on XX/XX/XXXX reminding me of my TEACH Grant service obligation but it had no instructions for how to certify my qualifying employment ( proof that I am teaching and satisfying my TEACH grant obligation ). This is hugely unethical because if any TEACH grant recipient ( teacher ) does not certify their employment annually with their loan servicer - and by a hard deadline - the grant will be converted into an unsubsidized loan including accrued interest- with no possibility of appeal even if you can prove you were actually teaching. By not informing TEACH grant recipients of our deadline to submit our TEACH Grant employment certification form - and failing to accurately update the mere existence of my TEACH grant on my MOHELA account - and by not making the form accessible to me- they are going to cause premature irreversible conversion of my grant into a loan! Even though I am teaching and am desperately trying to certify my employment my grant will be turned into a loan if someone doesn't fix the false information on my MOHELA account so I can certify my employment soon. MOHELA has not responded to my electronic messages or picked up the multiple phone calls I made in XXXX of XXXX. They even notify lenders of the XX/XX/XXXX deadline for TEPLSF waiver in the letterhead of their automated messages sent past the deadline in XX/XX/XXXX! MOHELA refuses to give their lenders information and has inaccurate information on their borrower 's online accounts ( I have a screenshot of a message in XX/XX/XXXX and XX/XX/XXXX saying I have no TEACH grant which is untrue ) and on the messages, they send lenders to their inboxes ( XX/XX/XXXX letter reminding borrowers of an upcoming XX/XX/XXXX deadline that already passed ). I have documented every refusal of MOHELA to give me information regarding my loans and grants and have screenshots of the inaccurate information on my account. To rectify this the U.S. Department of Education needs to revoke its contract with MOHELA because the company is not hiring enough staff to accurately maintain records and keep up with basic communication with the new borrowers they acquired when they accepted the federal department 's contract. I will never be able to trust MOHELA based on their incompetent and negligent record-keeping and customer service over the last few months. It would be comical if it wasn't so frustrating and terrifying considering they are in charge of all of my student debt. I do not have the option of changing loan servicers or refinancing to move to a more competent company because I'm a teacher enrolled in PSLF and my loans must stay with whatever company the Dept. of Edu. contracts with. Please transfer public servants ' loans/ the PSLF contract to another loan servicer company. MOHELA is worse than XXXX XXXX and that's saying a lot considering the scandal surrounding how XXXX XXXX mishandled the PSLF program only a few years ago -when Congress had to step in! Maybe the Dept. of Education should handle the program themselves instead of contracting it out to these shady for-profit mega loan servicing companies who have a financial incentive to mislead teachers so we don't get our loans forgiven after 10 years of honest service.
I have attached four documents as evidence of MOHELA 's mishandling of my loans : - Screenshot of inaccurate and grossly outdated TEACH grant info on my MOHELA online account as of XXXX - Outdated notice telling borrowers of the past XXXX XXXX deadline on top of a XXXX XXXX automated letter to my MOHELA inbox - A XXXX electronic letter to my MOHELA inbox informing me of my teach grant but containing no instructions on how to certify, when my deadline is, or reminder to certify my employment at all to prevent it from becoming a loan - A grossly belated XX/XX/XXXX, automated response to my XX/XX/XXXX message that does not answer my questions but refers me to a FAQ page
|
| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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On XX/XX/XXXX, I submitted PSLF reconsideration case no. XXXX to Federal Student Aid FSA.
Below is the PSLF reconsideration issue I presented to FSA in case no. XXXX.
I submit this reconsideration request because XXXX did not include over two years of qualified government service in my TEPSLF/PSLF payment calculations. Because of this error I have been denied an overpayment refund. I have worked for qualified employers since XX/XX/XXXX including employment with XXXX XXXX, Maryland government from XX/XX/XXXX through XX/XX/XXXX.
On XX/XX/XXXX the TEPSLF waiver was announced, accordingly, I submitted my employment certification for several government employers, including XXXX XXXX, Maryland ( copy included ). As my qualifying payments changed, I never saw this service updated in the payment calculations, but I relied on the website information that my application was in process. What had been accepted was my first qualifying employment, the Maryland Judiciary, and my subsequent employment, XXXX XXXX Government, but not the years in between at XXXX XXXX, Md. That employment at XXXX XXXX adds twenty-nine qualifying payments. Because the website was periodically updating, and because I had submitted all the correct information, I simply remained patient and confident that XXXX would correct and update all the information I submitted timely. See XX/XX/XXXX XXXX email and response attached.
On XX/XX/XXXX, I was granted forgiveness of my student loans. However, I also lost major access to my account on the XXXX website and awaited an overpayment refund which I calculated I was entitled to receive. On XX/XX/XXXX, I contacted XXXX regarding this issue. That same day I resubmitted the XXXX XXXX, Md. certification for supervisor review and followed up with an email to XXXX which stated : On XX/XX/XXXX, I spoke with XXXX XXXX representative XXXX XXXX # XXXX regarding my recent student loan forgiveness under the PSLF waiver. The main reason for my call was 1 ) to confirm that all of my employment verifications were approved and, 2 ) whether or not I would be issued a refund for overpayments. After speaking with XXXX, I was informed that one of my employment verification forms was not included ( XXXX XXXX, Maryland from XX/XX/XXXX to XX/XX/XXXX ) in my loan forgiveness determination. This form was submitted with several others on XX/XX/XXXX after the waiver was announced. I believe this form should have been included in my payment counts and would have provided me with an additional XXXX years of qualifying payments. Thus, making my forgiveness date sometime in XXXX.
XXXX informed me that he would forward this issue to a supervisor for further review and after review the matter may need to be submitted to the Dept. of Education. Today ( XX/XX/XXXX ) I have uploaded another copy of the XXXX XXXX employment verification form to the website. Again, this employment verification form was originally provided on XX/XX/XXXX. Please let me know if you need anything further. Thank you.
I received no further contact from XXXX. On XX/XX/XXXX, I contacted XXXX to inquire about this issue and whether any decision has been made. I was told that the supervisor/reviewer denied the request and that I should get the employment certification form resigned because it was over 90 days old and resubmit the form to XXXX. I was also instructed that I should file this reconsideration request on studentaid.gov. Below are my notes from this phone call with XXXX : XX/XX/XXXX - per my phone call with XXXX ( id # XXXX ) regarding my XXXX XXXX TEPSLF form for XXXX government service, I have recertified and submitted this form for reconsideration of my total payment counts and refund of eligible payments in excess of the XXXX necessary for forgiveness.
I want to reiterate : 1 ) the XXXX XXXX, Maryland employment certification was submitted on XX/XX/XXXX. ( copy included ) I have recertified this employment and resent it to XXXX per their advice on XX/XX/XXXX ( copy included ) 2 ) I was never contacted by XXXX regarding an problem or issue with this employment verification form, and 3 ) when calculated accurately, I am entitled to an overpayment refund for any payments made after XX/XX/XXXX. XXXX During this time I called FSA, MOHELA multiple times, waited for hours to speak to someone, and was provided conflicting information or was told to speak with a supervisor or the " escalation group '' which lead to no action. Several times I was provided a supervisors name and contact number and told to call back in 10 days, only to find out the phone number was not in service or no operator knew of the person or department.
On XX/XX/XXXX, I received notice that the case was closed. Specifically the email stated : " Congratulations! You have received Public Service Loan Forgiveness. '' However, the major concern and reason for the reconsideration was not addressed at all. FSA, nor MOHELA, made no determination regarding 1 ) the qualifying employer and payment count issue or 2 ) the overpayment/refund issue. For PSLF reconsideration case # XXXX I contacted FSA and MOHELA several times and was provided confliction information about the status of this inquiry and my request for review and refund.
On XX/XX/XXXX, I opened another case with FSA case # XXXX which is currently pending for the same issue. I have had no further contact with FSA or MOHELA due to the confusing responses I have received, hours long wait times for no answers, or requests that I call back to certain phone # 's which are later found to be disconnected or inoperable.
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| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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Hi there! I'm hopeful that you can help me deal with the ridiculous incompetence of Mohela, which has caused me endless amounts of stress and turmoil for several months now.
I have XXXX payments certified for my PSLF, and have worked as a XXXX XXXX for nearly XXXX years. I have not yet certified XXXX or XXXX of XXXX, due to the uncertainty around my payments ( so counting XXXX, I should have three months left until I reach my XXXX payments ).
My income was {$62000.00} last year. I have no dependents. My husband and I file married, separate. He has no student loans. According to the calculator on studentaid.gov, my payment under the SAVE plan should be approximately {$150.00} per month. This would be hard to manage, but we could make it work for my remaining few months.
Mohela has been unable to give me a consistent answer regarding my SAVE payment amount for several months now. At this point, it feels as though their projected monthly payment amount is random, capricious, and arbitrary. I have also suffered from XXXX XXXX XXXXXXXX, and difficulty sleeping due to this issue.
I have called and spoken with Mohela reps multiple times, and they have given me multiple contradictory answers. Every time I call and they process another recertification, they put me into forbearance, which ( they say ) will push my PSLF discharge date back further. These delays are due to their incompetence, not my own, and that is inappropriate and unfair. I don't understand how them putting me into forbearance should make this time ineligible for PSLF counts, since this is their fault and their MANY errors.
Here is my timeline : XX/XX/XXXX : Got a letter stating they had calculated my SAVE payment at {$460.00} ( several XXXX dollars more than REPAYE was before the payment pause. ) I submitted another recertification request online.
XX/XX/XXXX : Got a letter stating the request is in process ( and may take 90 days to complete ).
XX/XX/XXXX : Got a letter stating they had calculated my SAVE payment at {$400.00}.
XX/XX/XXXX : Got a second letter the same day ( post-dated the day before ) stating that they had calculated my SAVE payment at {$250.00}.
XX/XX/XXXX : I actually got a third letter the same day as well, stating that they were having a delay due to processing times.
XX/XX/XXXX : I got a letter stating they'd placed the account in an administrative forbearance. I then called and spoke with a representative who agreed with me that the calculation done by them for my SAVE likely used my husband 's income as well, and didn't consider me married filing separately. The representative verbally confirmed that my payment under SAVE should be {$150.00}. On the phone, we did another recertification.
XX/XX/XXXX : I got a letter stating they'd calculated my SAVE payment at {$250.00}.
XX/XX/XXXX : I got a bill for the wrong amount again, so called. The first representative I spoke to said she found on my file that they payment WAS calculated at {$150.00}, and that she wasn't sure why they'd processed another recertification after that calculation. She said she'd transfer me to someone who could fix it. The second representative first told me that the {$150.00} amount I'd been told was " just an estimate '' and that it had been wrong. I asked why the {$150.00} is confirmed by the calculator on studentaid.gov, and he said that's " just an estimate too ''. I said that I could not afford to pay the {$250.00}, and that the extra XXXX dollars is a huge hardship for me. The representative tried for a long time to pressure me into just giving up and paying the inaccurate payment amount. He said that the extra {$100.00} per month is nothing compared to the huge loan balance that will be forgiven, and that I should weigh forgiveness against the fact that I was just having to pay a little more each month. He told me my interest would continue while I wait for Mohela to process the new recertification. He told me that it wouldn't change anyway. He also said the forbearance they'd put me on would not count for PSLF payment months. He ran the numbers after I insisted on him processing the recertification of income anyway, and said that he was right, and that I would owe {$250.00}. I told him to process it anyway. He was extremely manipulative, very high-pressure, and I felt extremely uncomfortable with the interaction.
XX/XX/XXXX : I got a letter stating that they'd calculated my new estimated SAVE payment at {$250.00}. I've never gotten an estimated SAVE payment letter before, and it feels like that representative generated it out of thin air to prove himself right.
XX/XX/XXXX : I got a second letter ( post-dated to XX/XX/XXXX ) stating they'd placed the account in an administrative forbearance.
I have seen many accounts in the media and online in PSLF forums of similar inaccuracies, manipulation, and random and arbitrary payment amounts provided to others by Mohela reps. Their " advice '' is contradictory, inaccurate, and they appear more concerned about getting money for their agency than helping borrowers. I took out my first student loans in XXXX, eventually made it through my XXXX 's and XXXX 's XXXX, got my XXXX XXXXXXXX XXXX and have served this country as a XXXX XXXX for well over a decade ( my XXXX year anniversary with this agency is a month and a half from now ). I would love to not have to deal with this company 's nonsense for a day more than I have to, and should not have to be repeatedly penalized for their errors.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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To Whom It May Concern : I am formally filing a complaint against MOHELA, my current student loan service provider.
I have been participating in the Public Service Loan Forgiveness ( PSLF ) since XXXX and have been diligent in recording and reporting my public service employment. In XX/XX/XXXX, I noticed a change in the number of Qualifying Payments ( QPs ) for which I was receiving credit. When I reviewed my QPs more closely, I saw that the Special Waiver had been applied to my account and I had received credit for several prior forbearances. However, I also noticed that there was a three-month discrepancy between Loan Sequences 1, 4, and 7 and Loan Sequences 2, 3, 5, 6, and 8. Upon deeper review, I discovered that the difference was attributable to the months of XXXX, XXXX, and XX/XX/XXXX for Loan Sequences 1, 4, and 7. Assuming there may have just been an error, I submitted a new PSLF form on XX/XX/XXXX, verifying my public service employment. Three weeks later, my account was updated for my newly-reported employment verification, yet the 3-month discrepancy remained. My updated QPs were XXXX payments on Loan Sequences XXXX, and XXXX and XXXX QPs on Loan Sequences XXXX, XXXX, XXXX, XXXX, and XXXX.
At this point I began calling MOHELA because I did not understand why there was a three-month discrepancy in XXXX. Indeed, there shouldnt be a difference : ( 1 ) I have always treated my loans as one unit, ( 2 ) I have never made extra payments on some loan sequences but not others, and ( 3 ) I have never requested a change in status on some loan sequences but not others.
MOHELA has been less than forthcoming with information. I have requested MOHELA provide me with proof, explanation, or a full record of documentation related to my loans and none has been provided to me. When I first called MOHELA about this discrepancy, I was told that Loan Sequences 1, 4, and 7 were in a part-time student deferment from XX/XX/XXXX until XX/XX/XXXX. I explained that was not possible because I graduated in XX/XX/XXXX and have not gone back to school since. As background, I first applied for an income-based repayment option in XX/XX/XXXX and made my first payment in XX/XX/XXXX. Separately, on this call, MOHELA also told me that I instead needed to call the Department of Education because they were responsible for my PSLF counts. I called the Department of Education, and was quickly told the oppositethat my student loan servicer was responsible, and I was directed to the Federal Student Aid website with that information.
I called MOHELA again on XX/XX/XXXX. I finally was able to speak with a supervisor, XXXX. She clarified that in fact Loan Sequences XXXX, XXXX, and XXXX were placed in a post-enrollment deferment. I explained that I never asked for that. I explained that I would never have asked for only some of my loans to be in that status. The call ended because it was almost XXXX XXXX XXXX and I had been on the phone ( either on hold or with a representative ) with MOHELA since before noon. She encouraged me to look through my documents and emails to see if I could find anything and she assured me that someone would call me back.
I did not receive a call back and so I filed written complaints through MOHELAs website on XX/XX/XXXX and sent a follow up on XX/XX/XXXX. Over a month has passed and I have never received a response.
I went through my documents and found the documents that I have attached. These documents show that XXXX, my first student loan provider, placed me in a grace period upon my graduation. I did not ask for that status, was not presented with other options, and was never given an explanation of why I was placed in a grace period. Additionally, I found a letter from XXXX XXXX XXXX dated XX/XX/XXXX, indicating they had made a change to my loan status for loan sequences XXXX, XXXX, and XXXX loans for which there is a discrepancy. I have attached that letter. Again, I did not ask for the change in status ( for context, I had my first child in XXXX XXXX loan status was the last thing on my mind ).
Since discovering this document I have called MOHELA three separate times, spent hours on hold and asked that they change the status back to a forbearance like Loan Sequences XXXX, XXXX, XXXX, XXXX, and XXXX. Each time, I have been told that my issue is being researched and I have been given three different case numbers. I have been told it would take XXXX business days but that time comes and goes and I do not hear from anyone. I have also filed a formal complaint with the Department of Education. I have not heard from MOHELA or the Department of Education about this complaint.
MOHELAs promises to research my issue and their claims that I will receive a call back or response ring hollow to the point of deceptiveness. It is unacceptable that one must spend 6+ hours on the phonenearly an entire workdaytrying to speak to someone about a loan issue. I question whether MOHELA purposefully tries to frustrate borrowers with long wait times and non-answers in order to force borrowers to continue making loan payments when their loans should actually already qualify for PSLF. MOHELAs handling of my issue is unfair because I can not consider other career opportunities until I get this issue resolved. Had MOHELA been able to address my issue in a timely manner, I would be able to move forward with a potential new job opportunity.
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| 07/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am submitting this complaint due to my student loan servicer and student aid.gov providing inaccurate details related to my PSLF eligibility and failed to update my qualifying payment information timely which prevented me from taking appropriate actions related to loan consolidation. I have worked in public service since XXXX. After the PSLF program was initially announced, I never thought I qualified because I had a FFLEP loans and did not want to loose my payment history due to a consolidation. I took prompt action when the PSLF program was expanded to include the TPSLF option, which allowed me to retain qualifying payments made on the FFLEP, even after consolidation. I immediately consolidated all my federal loans into a direct consolidation loan, with the exception of a newly funded parent plus direct loan I had taken out to help my son with his first year of college. At that time, the servicer advised the parent plus loans could not be consolidated for purposes of PSLF. After consolidation of my FFELP and direct loans, I submitted my employer certification forms and applied for PSLF forgiveness. I submitted employment certification forms and PSLF applications 10 times between XXXX and XXXX to ensure I was able to take advantage of the new program before the deadline. I followed all the steps outlined by student aid and followed up consistently to check the status. After the first 8 denials of my PSLF application and no progress with updating my PSLF status, I filed two complaints with student aid.gov in attempt to gain resolution and advocate for them to properly credit my payment history. I never received any correspondence, updates, or investigation results from my complaints. I waited over two years for my PSLF status to be accurately updated with no guidance from the loan servicers. My history and eligible PSLF payments were never updated in my online accounts with Mohela or studentaid.gov over those two years. When I started applying for forgiveness in XXXX, I estimated that I was close to the 120 required eligible payments to qualify for forgiveness but was consistently told I had no eligible payments. I even downloaded my payment history with XXXX, former servicer, and uploaded that with my studentaid.gov complaint to prove I had over 4 years of eligible payments that was not captured by student aid.gov account, payment history or eligible PSLF payment counts. In early XXXX, I came across an article that indicated a parent plus loan could now be consolidated with the other direct loans and included in the PSLF forgiveness. The concern was that by consolidating that parent plus loan, i would no longer qualify for the income based repayment plan that was affordable for my budget at that time. I made multiple calls to studentaid and Mohela trying to get my updated PSLF status to help guide my decision making, but Unfortunately I was not helped, which prevented me from pursuing the consolidation of that parent loan. My concern at that time was how I was mislead by my loan servicers regarding my pslf status. Due to the loan servicers advising I did not have the number of eligible payments required for PSLF, I decided not to consolidate the parent loan out of fear that I would not be able to afford the payments according to the repayment plan associated with the parent loan. I was mislead to think that I would still have several years of repayments before qualifying for PSLF and I feared how that would impact myself and my family financially.If I had been given accurate and updated qualifying payment information that supported I was within 1-2 years of forgiveness, I would have proceeded with the consolidation loan to ensure the parent plus loan was included in the PSLF forgiveness, once eligible. In late XXXX, I received an unexpected letter from Mohela indicating that I had met the 120 qualifying payments and my direct consolidation student loan had been forgiven through the PSLF program. I was never given any updates regarding my PSLF status until that letter. Even after receiving the letter, my PSLF eligible payment count on my studentaid and Mohela accounts online had not changes and continued to reflect that I did not have any qualifying PSLF payment counts. To date, the information on those online do not match the payment accounts reflected in the letter with the PSLF forgiveness. In fact, my studentaid account summery online continued to inaccurately reflected that my consolidation loan balances had been paid in full, with no reference that the loans had actually been forgiven via PSLF. Even to this day, I can not locate any documents on either website regarding my forgiveness or PSLF status. My complaint is that I was denied the opportunity to consolidate an eligible parent plus loan with the consolidation loan to have it included in the PSLF forgiveness. Since I can only receive PSLF forgiveness one time, I will never have the opportunity for student loan forgiveness of the parent plus loan despite it being eligible at the time the direct loan was forgiven and despite devoting my life to public service for the last 16 years. I am having to start completely over with making student loan payments on the parent plus loan that should have been forgiven. I have attempted to file a PSLF reconsideration request on the student aid website but the form/tool will not populate.
|
| 08/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Summary of complaint : I received incomplete and misleading information about the new SAVE repayment plan. This misinformation resulted in early recertification of my income, which will result in repayments 12 months sooner than would have been required on my previous plan ( totaling more than {$3000.00} in additional payments ). I requested a reversion of my repayment plan back to its previous state prior to payments resuming, which MOHELA has denied. I believe I am entitled to the benefit of delayed income recertification that has been extended to all other borrowers previously enrolled in the same plan as I am now.
Details : I initially signed up for Income Based Repayments with XXXX in XXXX just after graduating school. At this time, my income was {$0.00}, and therefore my monthly payments ( regardless of the COVID payment pause ) were {$0.00}. I continued on this plan until XXXX of XXXX, at which point I read about the benefits of the SAVE plan ( see screen shots below ). FSA and MOHELA advertised this plan as a way to save money on monthly repayments, so I submitted an application to change to the REPAYE plan, which would become the SAVE plan in XX/XX/XXXX. During this application process, I was asked for my adjusted gross income from my most recent tax return ( NOTE the application threatens fines or legal action if this is not provided - it does NOT mention that this will be used for early income recertification for borrowers already on Income Driven Repayment plans ). I entered this number as {$61000.00}. I was NOT informed that by entering this number, my income would be re-certified EARLIER than the FSA deadline ( please see screen shot below from FSA 's website detailing that recertification dates have been delayed by
one year ). What I had unknowingly done by applying for the SAVE repayment plan ( that was ironically promoted to reduce borrowers ' monthly repayments ) was prematurely recertify my income a year before it was officially due. This was not discussed anywhe
re in the application, nor on either MOHELA or FSA 's websites. My monthly payments went from being {$0.00} through at least XXXX of XXXX, to {$230.00} starting XX/XX/XXXX. As soon as I realized what had happened, I contacted MOHELA to either cancel my entire SAVE application, or at the very least cancel my income recertification. Screen shots of their response has been included below, but effectively they declined to do either. I replied stating that their SAVE application was misleading, and that I had spoken to both a financial advisor and legal counsel who both advised me that I should be eligible for a reversion back to my previous plan and income. They did not reply to this message for 3 weeks.
While awaiting their second reply, I called MOHELA to discuss that I had not been provided sufficient information to understand the effect changing from IBR to SAVE would have on my income recertification. I once again requested cancellation of my application and reversion back to my previous income certification of {$0.00}. I spoke to XXXX ( ID # XXXX ) who was unable to help me directly with this request, but attempted to get me in touch with a supervisor. After 3 attempts to get his supervisor on the line, he told me he had spoken to her ( her name was XXXX, he was unable to provide a last name ). She told him she would submit a request to revert my plan AND income back to its previous state. He confirmed this to me twice before the phone call ended.
On XX/XX/XXXX, I finally received an online reply to my message response discussed above. MOHELA once again refused to cancel or revert my income recertification stating " We are unable to revert your payment plan back to a prior plan once your application is approved ''.
I believe I am entitled to either a reversion back to my previous plan at my previous income certification of {$0.00} OR simply just a cancellation of my income recertification until it becomes due again in XX/XX/XXXX at the EARLIEST ( see FSA screen shot below ) for the following reasons : 1. Nowhere on the REPAYE/SAVE application is early income recertification discussed. Please see attached screen shot. You are required to provide your most recent AGI, but you are not told that supplying this will result in early income recertification.
2. Borrowers already enrolled in REPAYE are not being made to recertify early, despite their plans being automatically being transitioned to SAVE. There should be an option for borrowers to change plans WITHOUT forced income recertification before it is officially due. I believe this to be an intentionally deceitful practice with the aim of tricking borrowers into recertifying prematurely.
3. I have spoken to colleagues and classmates who have successfully had their income recertifications cancelled by MOHELA after they realized they recertified prematurely. I believe I should be afforded the same.
4. I was already enrolled in an income driven repayment plan prior to applying for REPAYE/SAVE. As such, it makes entirely no sense that I would voluntarily apply for {$230.00} monthly payments if I had already been aware that my payments would have continued at {$0.00} through XX/XX/XXXX. The only way in which this could happen is if the SAVE plan was misleading or lacking information to make an informed decision.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Good morning, I have worked for non profit healthcare consistently since XX/XX/XXXX. I was employed by XXXX XXXX XXXX XXXX from XXXX and then with XXXX XXXX XXXX XXXX XXXX. I have sent all requested information to XXXX XXXX XXXX. When loan was transferred to MOHELA in XXXX, they informed me that the information sent from XXXX XXXX was incomplete, so I sent MOHELA another app including the employer certification from both employers for XXXX and XXXX, yet I recieved another denial from MOHELA stating my employment has not been certified for XXXX XXXX XXXX XXXX for XXXX. I believe MOHELA and XXXX XXXX is purposely denying my application as a way to avoid loan forgiveness as I clearly qualify and have provided all the information they have requested multiple times. Please assist me with this matter so I can finally get the loan forgivness that I am entitled to. Thank you so much, XXXX XXXX XXXX faxed completed XXXX application to XXXX XXXX which included my last two employers XXXX XXXXXXXX XXXX XXXX and XXXX XXXX XXXX XXXX Both employers are not for profit healthcare companies and I have been consistently employed by them since XX/XX/XXXX.
XXXX received notification from XXXX XXXX that my application submitted on XX/XX/XXXX, was missing an actual signature on page 2 from my former employer XXXX XXXX XXXX Services authorized official XXXX
XXXX I faxed an updated application including an actual signature from my former employer XXXX XXXX XXXX XXXX on page 2.
XXXX I called XXXX XXXX and talked with a XXXX representative named XXXX who informed me that each time I submit new information it can take between 0-90 days to process.
XXXX I received letter from XXXX XXXX confirming that I have 1 qualifying payment while employed by XXXX XXXX XXXX XXXX XXXX. Letter does not mention anything regarding updated application that was faxed XX/XX/XXXX.
XXXX Received letter from XXXX XXXX XXXX I have XXXX XXXX eligible payments, and only XXXX XXXX XXXX payments total. Nowhere in the letter does it explain why my employment with XXXX XXXX XXXX XXXX from XXXX was not approved/certified.
XXXX I faxed new employer certification and letter to XXXX XXXX for XXXX XXXX XXXX XXXX.
XXXX I contacted XXXX XXXX and spoke with a PSLF representative named XXXX XXXX XXXX informed me that my employment with XXXX XXXX XXXX XXXX was not certified/approved due to my signature on the application that was faxed on XX/XX/XXXX, and that she would submit the application for a second review as she shows it is the same signature that I have always used. My employment with XXXX XXXX XXXX was certified/approved using this same signature, but for some reason, XXXX XXXX XXXX XXXX XXXX not.
XXXX I received a letter confirmation from XXXX XXXX that my XXXX employer certification forms were received and being processed. Letter explains to contact XXXX XXXX with any questions not MOHELA.
XXXX I contacted XXXX XXXX and talked to a XXXX representative named XXXX XXXX who stated that my application was reviewed a second time and approved on XX/XX/XXXX, however she then stated that it is still under review and I need to call MOHELA for more information as they are my new loan servicer and that any applications received after XX/XX/XXXX are processed through MOHELA. I was not advised of this during call with XXXX on XX/XX/XXXX, and my original applications were not sent in after XX/XX/XXXX, they were sent in on XX/XX/XXXX & XX/XX/XXXX.
XXXX I attempted to login to my MOHELA account, and since my loans are still in process of being transferred from XXXX XXXX and I am unable to view anything.
XXXX with XXXX at MOHELA, she explained that my application faxed to XXXX XXXX was transferred over,XXXX but document was cut off so not fully visible, It does not sound like any of my previous apps/employer certifications were transferred.
XXXX I uploaded my previous faxes/forms to MOHELA account for review.
XXXX XXXX, XXXX recieved denial from MOHELA Questions : Why is my employment eligibility/certification not being approved for XXXX XXXX XXXX XXXX XXXX XXXX XXXX I never received anything in writing explaining why it is not being approved.
Why am I now being shuffled to XXXX when XXXX XXXX has been processing my application since I submitted it on XX/XX/XXXX? Am I now having to start ALL over again?
Why is my signature on my employer certification not approved for XXXX XXXX XXXX XXXX but is approved for XXXX XXXX XXXX? This is the same signature I have used on all of my student loan paperwork.
Do I need to send in new paperwork with a different signature so that my employment can be approved/certified? I have worked for nonprofit healthcare organizations consistently since XX/XX/XXXX, I should qualify for XXXX.
I submitted original application on XX/XX/XXXX which is almost 9 months ago. I was told by XXXX representative XXXX on XX/XX/XXXX that each time I submit documentation it takes another 60-90 days to process, is this correct? Why is it taking so long to process my application so that I may have my loans forgiven since I am clearly eligible based on my employment and I have made at least ten years of qualifying payments.
Under the temporary program I believe all of my payments should be counted that took place prior to my loan consolidation in XXXX, but they are not currently counted
|
| 08/07/2022 |
No |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have been in Public Service my entire life. My student loans have been serviced by XXXX XXXX XXXX XXXX, XXXX, US ED. Recently I had looked into the PSLF waiver as being a potential option for obtaining loan forgiveness. I used the tool which led me to the consolidation application. I went through obtaining all the necessary signatures from XXXX different schools, cooperative services and public agency where I currently work. These are loans that I have been paying since XXXX. Granted I was in and out of forbearance, because my starting teaching salary was just under XXXX a year at a private school which bumped up to XXXX when I went public.
I went to the studentaid.gov website and started to investigate the potential... It is NOT clear what applies to the waiver and what doesn't. You are not sure if the information had been updated. The waiver callouts make it difficult to know what is applicable and what isn't. I did a lot of searching as the fragmented bullets of what makes you eligible does not sufficiently explain how those pieces work together.
The website tells you to consolidate your FFEL and direct student loans. It was not clear that they shouldn't be consolidated together. When using the application it lumped them both into the application. While it does say are you sure that these are the loans that need to be included, it doesn't provide an explanation that existing direct loans should not be included. I had two. The bulk of my loans were FFEL loans.
Additionally, The website says, " Time-limited changes to Public Service Loan Forgiveness ( PSLF ) Program rules allow borrowers to receive credit for past periods of repayment that would otherwise not qualify for PSLF. The changes end on XXXX XXXX, XXXX. '' What it does not say is... ON DIRECT LOANS ONLY. This led me to believe that any payment you had made prior on " any plan '' ( also NOT any plan under a direct loan '' ) that you had had could qualify you for loan forgiveness. but you have to consolidate into a direct loan to be eligible for the waiver.
Ultimately I applied for the consolidation and took a significant amount of time in gather the employment verification to complete the process. After a couple of weeks I called MOHELA the serving company to call because I was already listed as denied that was dated ( XX/XX/XXXX ) before even sending in all the verification. There was no link, So I couldn't click to see any application or what had actually been denied. Which confused me because I had gotten an email confirmation that stated they had just received my " request '' ( XX/XX/XXXX ). On XX/XX/XXXX. I received an email about a process delay.
Because of this confusion, I called MOHELA and got the automated voice... wound up then calling some other loan services, which had no record of my application. They suggested I call MOHELA back and talk to them, because these were different agencies. I then called MOHELA back and went through numerous automated messages that did not apply to me to get to a human being. She reviewed with me the emails that I had gotten and I felt satisfied to wait. However, still in being confused about previous payments that would not otherwise qualify, I had asked what people are denied for as specifically asked her about two remaining questions .... Did my previous payments need to be on a direct loan specifically? As well as the reimbursement on anything above 120 payments. Even though I did not get was a complete direct answer, to those questions. Nothing left me believing otherwise, I left that conversation positive and confident that I would qualify. Also left me back at the website trying to understand all the information and piece it together. I found an answer that FFEL was not eligible for reimbursement.
Yesterday XX/XX/XXXX I received 5 identical letters saying that I was denied PSLF as not having 120 qualifying payments. Also that all the loans had been consolidated and direct loans that I had been paying for payments started over at 0 qualifying payments.
Not only that, when I received the terms of my loan, they were consolidated into the highest interest rate, over the course of a new 180 payments. Also, not made clear anywhere " how '' how they would be consolidated. Which means that I will STILL be paying this into retirement, if I don't make additional payments to try and get it paid off early. I am an uncoupled individual, I pay all of my own expenses. I was paying nearly XXXX a month already on students loans prior to this consolidation.
Not knowing how all the information comes together can lead people to understand differently given background knowledge, life experience and matching that up with information presented. Even the application says, " I believe '' that I qualify now.
I didn't qualify for teacher forgiveness even though that has been my soul professional all my life and in a low income school. I don't qualify for public service loan forgiveness either. I had considered consolidating into XXXXXXXX XXXX in XXXX, but it would have been a 10 year plan so qualifying payments would not really mattered as compared to the life of the loan. I couldn't afford the payment switch to that consolidated loan with my salary at the time.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Understanding that Mohela 's technical infrastructure has been inundated with requests for borrowers to switch to the Save Plan since late XXXX, XXXX, I've run into several concerning instances of misinformation and apathetic attempts to resolve my situation that has resulted in my problem being pushed to sometime in the future when Mohela has said they can review my application : XXXX XX/XX/XXXX, having been on an IBR plan I was happy with, I decided to apply to the Save Plan. I am certain I was eligible based on my income at that time. During the initial application process, I synced my studentaid.gov account to the IRS for ease of processing my application, per the site 's prompting.
-In early XXXX, I logged in to find out that my application in XXXX had been denied. I received no email about the status of my application. It seems at this point I was also placed on a standard repayment plan as opposed to the plan with the lowest monthly cost or back on the IDR plan I have been on for years.
-I called Mohela and a representative told me that they were inundated with requests, and that I should reapply, so I did, this time removing that automatic check with the IRS given I was told I was denied based on my previous income as reported to the IRS and not my current income.
-In mid XXXX, I again learned I was denied without being notified, after logging in and checking under the " Documents Recieved '' tab. At that point I called Mohela and another representative mentioned I should submit a " Supplemental Alternative Documentation of Income '' form in lieu of providing tax information, so I did.
-It seems at this point, my supplemental alternative documentation of income form was attached to a previously denied application. When I called to check the status of my application a representative reiterated they were inundated and placed my application on an administrative forbearance, also mentioning that many others would as well to allow Mohela time to review all applications. I was assured my application would be reviewed within thirty days.
XXXX XX/XX/XXXX, I received a electronic letter on Mohela 's site dated XX/XX/XXXX, stating my application had again been denied, per the below : " We apologize but we are unable to grant your request for the following reason ( s ) : - To return to the SAVE Repayment Plan ( formally the REPAYE program ), you will first need to provide income documentation and family size for the period since you were last on the SAVE ( or REPAYE ) plan. '' So I called again, and was promptly told to ignore this message as it didn't apply to me given I have never been on a REPAYE plan and because I had already provided a " Supplemental Alternative Documentation of Income '' form.
-I called again in XXXX and was assured my application was still being processed due to delays.
-After calling several times in XXXX, I was told my forbearance would be pushed to late XXXX to allow Mohela XXXX to process my application.
-I called again today, XX/XX/XXXX and was told that my applications in XXXX and in XXXX had all been denied ( on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) and when my administrative forbearance was up XX/XX/XXXX I'd have to begin making payments on a standard repayment plan.
At several points I had to call and call again repeatedly to only get conflicting information, wait on hold for hours to get to what at the time seemed like more knowledgable second or third level representatives, only to find out later they had also been mistaken, culminating in today 's phone call in which I was : -Told I always needed to have submitted the past three years of tax documentation.
-Told that the " Supplemental Alternative Documentation of Income '' form I submitted in mid XXXX was never sufficient because people moving off of a REPAYE plan to another IDR plan always had to submit previous years of tax information ( I reiterated to the representative that I have never been on a REPAYE plan and she mentioned she didn't know why this was noted as the reason for my repeated denials ).
-Told that there was no easy way to direct me to a webpage on Mohela.com or Studentaid.gov that offered examples of sufficient proof income verification.
-Offered an apology for not being promptly notified of these denials, that they were in fact denials though I see my documents are still pending per the Mohela site, or what additional documentation would be required and why throughout the ordeal.
-Told I should reapply for the Save plan and that Mohela would " take care of '' next month 's payment if I submitted another application today. I asked what they meant and why I should have any confidence given how things have been bungled until now and was told those were my options and to not focus on the past.
Just a few moments ago I uploaded my past three years of tax information ( the first page of my XXXX, XXXX and XXXX tax transcript indicating my family size and AGI for those years ). The document upload section also indicated I should not upload another " Supplemental Alternative Documentation of Income '' form though this would be the only place where I can indicate my current income and why I qualify for an IDR plan and specifically the Save plan.
|
| 04/01/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On or about XX/XX/XXXX, I refinanced my student loan, previously held at XXXX XXXX XXXX ( hereinafter XXXX ), through XXXX XXXX XXXX ( hereinafter XXXX ). The remaining balance of the student loan held at XXXX on or about XX/XX/XXXX was {$23000.00}. XXXX issued a payoff to XXXX in the amount of {$23000.00}, resulting in an overpayment of {$150.00}.
On or about XX/XX/XXXX, XXXX issued a refund to XXXX in the amount of {$150.00}, the amount of the overpayment. On or about XX/XX/XXXX, I received an e-mail from XXXX stating an overpayment refund in the amount of {$150.00} has been applied to your XXXX loan. In the subsequent weeks, I noticed the overpayment refund had not been applied to my XXXX loan. On or about XX/XX/XXXX, I submitted an inquiry through the XXXXMohela online messaging portal regarding the discrepancy. On or about XX/XX/XXXX, I received a reply from Mohela through the online messaging portal stating, in relevant part, Our Accounting Department stated that your lender ( XXXX ) requested the payment of {$150.00} that was posted on your account effective XX/XX/XXXX be removed on XX/XX/XXXX. We are not certain as to why, so we have submitted a lender review request to XXXX to inquire. Approximately two weeks passed without a resolution or response ; therefore, I submitted another message through the online messaging portal inquiring about a status update. On or about XX/XX/XXXX, I received a reply from Mohela stating they would follow-up with XXXX. On or about XX/XX/XXXX, I received a message through the online messaging portal from Mohela stating, in relevant part, XXXX responded with the following : The refund check from XXXX in the amount of {$150.00} that was received on XX/XX/XXXX was returned on XX/XX/XXXX per their request. XXXX stated they are unaware of a specific reason for this request, but suggest that you reach out to XXXX for this detail.
After receiving the reply from Mohela on or about XX/XX/XXXX, I contacted XXXX and spoke with a representative. XXXX stated they never requested that the funds be returned. Additionally, they stated that their records showed the payment was negotiated by XXXX and cleared their bank. I then contacted XXXX and spoke with a representative. The XXXX representative stated the funds were sent back to Mohela on or about XX/XX/XXXX. Additionally, they stated it can take up to 10 days to appear on my account. Approximately two weeks passed without resolution and the funds were not applied to my account. On or about XX/XX/XXXX, I submitted another message through the online messaging portal inquiring about the status of the funds. On or about XX/XX/XXXX, I received a reply from Mohela stating, in relevant part, As previously stated the funds were requested to be returned to XXXX on XX/XX/XXXX and were returned on XX/XX/XXXX according to the message received from XXXX. We have forwarded your message today to XXXX and will respond to you once we have a response from XXXX.
On or about XX/XX/XXXX, I received a message from Mohela through the online messaging portal stating, in relevant part, Per XXXX : The payment was removed because XXXX placed a stop payment on the check. We had to process a reversal of the payment since the funds didnt settle. I subsequently contacted XXXX to inquire about the stop payment on the check and spoke with a representative. XXXX stated they did not stop payment on the check and confirmed that the check was negotiated by XXXX. Additionally, XXXX provided me the image of the check negotiated by XXXX. I then contacted XXXX again with this information and spoke with a representative. The representative provided no resolutions and said they would follow-up with me at a later date. To date, I have received no resolution to this issue and the {$150.00} owed to me has not been applied to my XXXX loan.
On or about XX/XX/XXXX, I mailed a letter to XXXX including the exact details laid out above. I also provided them a copy of the negotiated check that I obtained from XXXX. In the letter, I requested resolution of the issue by XX/XX/XXXX and notified them of my intent to file a complaint with CFPB if no resolution was received by that date. To date, I have received no acknowledgement or reply to my letter.
On XX/XX/XXXX, I submitted another message through the Mohela messaging platform again requesting resolution of the issue and notifying them that I am filing a formal complaint with CFPB regarding this matter.
Based on the documentation provided by XXXX showing that the funds were paid to XXXX and the check was negotiated by XXXX and based on the lack of documentation offered by XXXX and Mohela to contradict this information, I am left to surmise that either XXXX or Mohela misappropriated these funds. While the amount of funds in my particular situation are not substantial in an isolated context, I'm left wondering how many other borrowers have experienced the same thing and have either not noticed or have been exhausted with the process of trying to get it resolved. If this is a standard occurrence, with the number of borrowers I can only imagine that XXXX and Mohela service, the amount of misappropriated funds would no doubt be substantial to the benefit of XXXX and/or Mohela.
|
| 11/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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The fraud being executed is the XXXX program. I was told explicitly this was a scam when I attempted to get the wet signature from my employer. They reported that despite hundreds of submissions no more than two or three total people had actually had successful discharge of their loans. They stated the reasons were varied and always fraudulent. Examples include " missing sections '' of scanned documents, " missing signatures '' or our private university " not being a qualifying employer. '' I figured, I had to try, and did just that. In earnest, I filled out and submitted each section of my application thoughtfully and thoroughly. I reread instructions several times and made sure I was completing everything and doing so correctly. Once I submitted it, I made the mistake of waiting. I then got the most ridiculous correspondence which basically implied I submitted a blank document. It stated several pieces of information were missing, ( which were objectively NOT missing. ) it stated my employment verification was missing. It was NOT missing. I called Mohela several times and waited on hold. I was finally able to reach someone and she told me that she had " no idea '' why they sent me that document when she could clearly see the application in it's entirety. She said there was a spot on the scan that looked like it had shadow. She theorized that perhaps that was the part the initial person looking at the documents said was too unclear to read - so she suggested I resubmit the employment verification. I specifically asked her several times if she was SURE that was all I needed to do to initiate the my application would move on to the next stage of processing. She said yes, and I did that immediately. Shortly after, I called and spoke with another representative who confirmed receipt of the new employment verification and then told me the 90 business day window would start right then. This upset me greatly as I had initially submitted my application months prior, and now we were going to be passing the XXXX deadline by the end of the 90 days. She also then stated it could be sooner, but even if not, I woud n't need to worry about it because everything was *submitted* and *received* much before the deadline.
Then I made another mistake and waited.
On XX/XX/XXXX, I found myself with a few spare moments between jobs, and I decided to look to see if perhaps I had missed any messages from Mohela about my loan forgiveness. You can imagine my surprise when the computer screen is showing me ZERO documents on file or having been submitted. I requested digitally to view my application and the response was there was no application.
I called Mohela immediately. Somewhat reassuringly she let 's me know I do in fact have an account but that they can't do anything with it because there is a page one missing. She said she could see where I resubmitted the employment verification but that they really need all the pages to be resubmitted at the same time.
My issues are the following : That not only sounds like a lie that was made up on the spot, like everything else I've been told, but if in fact that was the case, why have I not heard anything from anyone about this? The representative was also unable to answer whether or not the 90 day clock starts now, when I first applied, when I resent in the employment verification or some future, yet unknown date when I might resubmit the entire application AGAIN so that it's all together. Give me a break.
So, I asked her to walk me through the steps I need to take to ensure ( again ) that I'm doing everything needing done on my end. This was when we log in to mohela -- she directs me to sign in and select " upload documents '' -- at which point the error message comes back that they have incomplete demographic information for me.
Again, glaring red flags of fraud. Not only had I signed in to an account I've been repaying for close to 20 years, ( they certainly had no trouble identifying any demographic information when money was being paid ) but the first few minutes of my phone call were spent going over every possible bit of demographic information to include my SS #, address, phone number, email, birthdate, etc.
I realize no one is entitled to loan forgiveness. But I think it's disgusting to LIE and say that a certain population of citizens are in fact, entitled to loan forgiveness, and absolutely perpetuate scam after scam and lie after lie in order to avoid actually following through on those loan discharges. And I'm pretty sure the person ( if there is one ) reading this couldn't care less about my grievance, but there are so many people for whom this opportunity represented much more than just loan forgiveness. It meant hope, and the possibility of getting out of debt some time before we're old or dead. It's the meanest thing to do to a person, to offer them false hope, so shame on you. You've succeeded in that I will give up. I will throw my hands up and not attempt again what is a futile endeavor. And I'm not alone -- and I know the more of me there are the more successful the fraud has become. Again, shame on you- and I hope the victims of this are able to come together and make clear just how damaging this process is.
|
| 12/22/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been paying on my student loans since XXXX. I have worked for the same PSLF eligible employer since XX/XX/XXXX, and have sent pslf certifications every year to fedloan and now mohela. From XXXX to XXXX, I was in the 20 year repayment plan and did not realize I had to be in the XXXX program for XXXX, so I consolidated into a direct loan on XX/XX/XXXX.
XXXX then serviced my loan until XX/XX/XXXX when mohela got them. I then went and got a XXXX XXXX, where the final class ended XX/XX/XXXX. Therefore there were loans taken for grad school after the XXXX was consolidated.
In XXXX, I noticed my payments were not being counted towards XXXX during the covid forbearance so I called XXXX and they said I was in in school deferment but I could fill out a form to waive it back to XX/XX/XXXX, so those payments wound count. I did this and they approved it. My counts on the loans XXXX and XXXX ( direct consolidated loans ) increased to XXXX through XX/XX/XXXX. I had XXXX other loans in XX/XX/XXXX with lower counts ( XXXX and XXXX with XXXX ). I called XXXX and asked why they had different counts, and they explained that they were taken at different times. I asked if I had to consolidate them and they said no under the pslf waiver they were ok because they are all direct loans.
In XXXX mohela got my file and since it has been a mess. In XXXX, I sent them my XX/XX/XXXX pslf certification which they denied because it was a duplicate. On XX/XX/XXXX, I sent them a message asking if I needed to do anything about the varying payment counts so they would be forgiven when they reached XXXX payments. They responded with a message to give them 90 days to process. Sometime around XX/XX/XXXX, I called and spoke to a rep and asked her why my payment counts were pending and not increasing and she said because the last time they were reviewed was the XX/XX/XXXX certification. I asked if there was ANYTHING I needed to do to get ALL of the loans forgiven when I reached XXXX payments and she said " no but I suggest sending an updated XXXX XXXX ''. So I did right away, and this is STILL pending for mohela to review.
On XX/XX/XXXX I sent mohela another message and specifically asked if I needed to consolidate before the waiver ends so the loans would be forgiven after XXXX payments. Again they responded to give 90 days to process but added the counts would be increasing and " no further action in needed by me at this time ''. I also called on XX/XX/XXXX and spoke for XXXX minutes to a rep who said no action was needed because I had all direct loans.
Then on XX/XX/XXXX, I got a letter from mohela that they received notice i am in school status and they put ALL of my loans into in school deferment BACK to XX/XX/XXXX ( when this was already waived and completed by fed loan ). This means no covid counts would count again. I called them on XX/XX/XXXX and spoke to a rep who said I could waive them, after she confirmed that mohela had the documents from fed loan and she was looking at them. Then, i asked her once I do that, and they put me back into forbearance will all of the loans be forgiven when the highest reaches XXXX payments and she said loans XXXX and XXXX would be first because they are at XXXX counts through XX/XX/XXXX ( pending mohela getting around to ever reviewing my pslf it will increase to XXXX counts through XX/XX/XXXX ). Then she said all of the other loans will have to reach XXXX payments!!! I am at XXXX payments on XXXX loans right now. This is what I have been trying to fix since then and having a very hard time getting straight answers from anyone.
I have complained to XXXX, mohela many times and also to senators, oags, XXXX and on XXXX and the bbb. I have an extensive case file with numerous documents as proof and the last few requests I sent to mohela are still processing.
I have been asking them if I consolidate my loans now, ( since I did not due to their erroneous information said I did not need to ) would all of my counts be reset or not under the XXXX waiver. Then on XX/XX/XXXX I went onto mohela and saw that loan XXXX was gone and my balance decreased to $ XXXX from $ XXXX. There was loan XXXX left ( at XXXX pymts through XX/XX/XXXX ). I called mohela and could not wait over XXXX hours to talk to the cat rep because i had a meeting. So, XXXX assured me that they confirmed with the XXXX XXXX XXXX that I am able to consolidate my loans and get credit for months prior to consolidation. Because I was worried that loan XXXX would be written off like loan XXXX was and then only the lower count loans would be left, and I would lose over XXXX payments and more, I filed a consolidation application today XX/XX/XXXX.
If my payments now reset to zero and I do not get credit and all of them automatically XXXX because of mohelas error, I will consider filing a lawsuit based on principle, mental anguish and suffering in dealing with this pslf mess.
This system is not fixed, and is probably worse with XXXX servicer getting all of the loans now.
I have filed a feedback case with studentaid.gov that is also still pending.
Please help me resolve this. I should not be harmed due to mohelas misinformation and lack of responding timely. Thank you
|
| 12/12/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
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I called Mohela, my student loan company, on XX/XX/22 to request a refund for payments made during the pandemic. They said that my application is submitted and it should take XXXX days for me to receive my refund ( a little over {$10000.00} USD ). I told them not to send it to my XXXX account because that account is closed and I would like that noted. Mohela agreed and said that I would receive a check.
I called again on XX/XX/22 to ensure my application was submitted properly and followed up via email. I was told that my application was submitted and I would receive my refund in XXXX days. On XX/XX/22, I still heard nothing and had not received a check. However, when I logged into my Mohela account, I noticed they put the over {$10000.00} USD back onto my account balance for payment due, as well as interest that was not there prior. During my call on XX/XX/22, the man on the phone said I would receive my check in XXXX days, which is different from what I was originally told. He also said the interest was accrued prior to the pandemic and was added back on. This did not make sense to me because I paid everything on time, and I also have XXXX XXXX XXXX Summary from Mohela documenting all payments. I told him this, but he said I still owed it. I offered to send Mohela documentation, and he did not follow up.
I received notification that all credit bureaus ( XXXX, XXXX, and XXXX ) were notified of my new debt of over {$10000.00} USD. My credit score dropped immediately. Please keep in mind that I now have additional interest that I do not believe I owe on my account, as well as over {$10000.00} USD on my student loan account, despite the fact that I do not have that money back to me.
As of XX/XX/22, 90 business days have now passed with Mohela. I still have not received a check or any notification. I still have a lowered credit score, over {$10000.00} USD on my student loan account, and interest that I do not believe I owe.
I called Mohela again on XX/XX/22. The first woman who picked up transferred me. The second woman said something completely different than the man on XX/XX/22. She said that the interest was a charge that Mohela was placing on my account. She said that because I requested a refund of my money, Mohela is charging me interest for requesting this money. Please note that I have this recorded and saved. I then asked the woman when I would be receiving my money, and she said I would have to wait anotheXXXX XXXX business days. She changed her tone later, and said that I may have to wait another XXXX business days. I asked her where my check is because I keep being told that my check is in process, but I don't know what that means, aside from the fact that it was submitted. She says she has no idea where my check is and that Mohela is unable to access that information. I asked to speak to a manager.
After my third phone call transfer, I spoke with a manager. I told the manager that I have now heard two different stories about what the interest is about and I would like clarification on this since I still don't believe I owe this money, I still haven't received my check, and I would like the over {$10000.00} USD removed from my Mohela account. When I asked for clarification on the interest, she said she didn't know what it was. When I asked about where my check was, she said she didn't know. When I asked again, she said it looks like they tried to send my check to my closed XXXX account. I told her that I have now checked two times ( on XX/XX/22 and XX/XX/22 ) to ensure that didn't happen, and she then said that she's not sure if that's what actually happened. She said she would need to check with the payments department. She also said she can't remove the {$10000.00} USD from my account balance. I asked for clarification on why that was appearing on my account balance, despite the fact that I didn't receive any money back. She said that she will talk to the payments department and there is nothing she can do right now.
It is now way past the original XXXX days, and past the second due date of XXXX business days. Also, I have worse credit because of the money owed back, which I still haven't received. I also still dont know what this extra interest/charge is, as Ive heard three different stories from three different people.
Additionally, when I log in to Mohela and view Payment History, a complete history is not listed anymore. I have attached the XXXX XXXX Summary to this request to showcase this. I believe more money has been added to my account without my consent or knowledge. I also know that I have not received a cent from Mohela yet. I would like to know why I dont see a complete payment history when I log into Mohela.I believe that Mohela added more money owed to my account than necessary. I made payments pre-pandemic that did not qualify for a refund, so I did not ask for a refund. I believe these payments are not being refunded, but these pre-pandemic payments are still being added back to my account.
Please note that I am willing to provide any more documentation of this matter, such as recorded phone calls or emails, as necessary.
|
| 03/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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Like so many, I recently became a Mohela customer when XXXX XXXX did not renew their contract.
After I received notice I had an online account and I logged in, I reviewed my PSLF payments and saw they were all messed up. I attributed this to the new intake, but I was worried particularly about payments I made while in school ( working under 6 credit hours ). I was concerned some paperwork might have been lost, so I sent a message about this on XX/XX/XXXX : " Hello, I noticed several of my payments under PSLF are considered ineligible because I was not under the " repayment period ''. However, I did not meet the amount of credits ( I was part time, under 12 hours ) my last semester in college and was told I had to start repayments before I graduated. How do I get these counted towards my repayment amount? Thank you XXXX '' On XX/XX/XXXX, I hadn't received a response yet, but no change had occurred in my loan info, so I sent this : " Hello! My PSLF payments haven't been added to my account yet- is there anything I have to do or are they pending upload? Additionally, I just got married and changed my last name- is there a form I need to fill out to change it here? Thank you, XXXX '' I received a copy and paste response to my XXXX message ( on XX/XX/XXXX, 2 full months later ) about waiting due to the insane volume of new accounts getting sorted, which was fine. I already waited two months for a response, why not longer?
Then on XX/XX/XXXX, a month after my ( second ) message, they responded with a copy and paste response AGAIN : " Thank you for contacting MOHELA, We apologize for the length of time that has passed since we initially acknowledged your email inquiry. If your inquiry has already been resolved, we hope that it was resolved to your satisfaction. '' They also copied a FAQ underneath, which was easily found on the site and completely unhelpful to anything I had asked at all. I basically gave up.
So today ( since payments will be restarting this year ) I began to look into it again. I realized about three years of my payments were now not counted as eligible because my employment was not verified. This was a shock since I'm relatively timely about doing the verification. I logged into studentaid.gov and saw that I did complete one form in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I can virtually guarantee I would not have completed the form and not continued to get it signed and sent. But somehow, my payments from XX/XX/XXXX to currently are not considered verified. I distinctly remember uploading the newest one in XXXX because I started a new job and had to use the new Mohela site. However, there is no way to track if it is received or processed. On the site, when you look up it just says : " At this time your PSLF form could not be found. Keep in mind we may have received it, but have not yet loaded your form into our search tool due to unprecedented interest in the PSLF and PSLF limited waiver. If you recently submitted a form, please allow up to 30 days for your form to be loaded to our system and then allow up to 90 business days for your form to be processed. We thank you for your patience. '' There's no way to know if they are just overloaded and working on it, or if it's completely lost. It is well past the 30/90 days, and someone SHOULD be able to give some sort of update for it.
I SHOULD be only three years away from PSLF, and now I'm going to have to track down previous HR contacts for my jobs to get them to reverify what was already entered and accepted by XXXX ... then hope they actually get it. I can't imagine how long they will take to get one form done, let alone three. I'm worried by the time I've made all the payments, they still won't have it done. Ridiculous.
I understand stuff gets lost by the wayside during big transitions. HOWEVER, the customer service and support provided are abysmal. When I messaged them about it, and about this is the response I got : " We would like to apologize for any inconvenience this may have caused you. In order to provide exemplary service, we want to make sure that we are addressing your questions and concerns accurately. We need additional information as it pertains to responding to your question.
If you have any additional questions, please contact us toll free at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Thank you, MOHELA '' ( Side note, I also asked about what the process for a name change is since I was just married, and they didn't even address it ).
What's the point of a messaging system if you won't ever use it for anything?
I don't understand why you would prefer to overload the phones instead of a message- likely so they don't keep a paper trail! It's hard not to be cynical since so many companies have been in trouble for misleading student loan sufferers. If these weren't public loans, I would have refinanced due to the ineptitude of the customer service and lack of information, but I'm held hostage by the PSLF. Thank you for making the student loan process even more confusing and frustrating.
|
| 06/26/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
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Web |
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I was originally offered a deferment forbearance to be effective XX/XX/XXXX through XX/XX/XXXX. I was initially advised that there wouldn't be any negative remarks on my credit report from this. After checking my report I noticed I have 7 late payments in a row on both my accts with MOHELA from XX/XX/XXXX through XX/XX/XXXX. I figured out that this was NOT an error on my behalf but this was indeed an error by MOHELA. The reason I know that this was not an error by me is because my other student loans processed and approved the forbearance deferments and my credit report reflects accordingly. In an attempt to solve the problem I wrote mohela a " goodwill '' letter which it was immediately denied. At which point I spoke with a supervisor and the supervisor looked into the situation and advised me that the matter would be addressed and corrected immediately and my credit report would remove those 7 payments on both of my mohela accounts. Well there has since been no changes to my report. I have al also sent mohela another letter, and I have yet to receive a response back from yet. I was misled twice now by mohela in regards to this minor issue that is very simple to rectify. This is the letter I wrote mohela.
This correspondence is in response to the letter I received regarding my goodwill request to have late payments removed from my credit score report. In the letter I was told that such reports could not be removed due to regulations promulgated by the DOE and the FCRA. Contrary to these assertions, by failing to update previously reported information, MOHELA is in violation of Section 623 ( a ) ( 2 ) of the FCRA.
I have attached an FTC advisory opinion which interprets Section 623 ( a ) ( 2 ) of the FCRA. The issue posed in the advisory opinion is how a lender is to handle a situation when subsequent information updates a report that was allegedly accurate when it was made but no longer is accurate in the present time ( i.e., the identical situation I am currently in ).
The advisory opinion states that the Section 623 ( a ) ( 2 ) of the FCRA addresses the duty to correct and update information by furnishers, or persons who furnish information to consumer reporting agencies ( CRA ) such as credit bureaus. In particular, this section requires a person that has furnished to a consumer reporting agency information that the person determines is not complete or accurate to promptly notify the consumer reporting agency of that determination and provide any information needed to make it complete and accurate. Thus, on its face, this provision requires a furnisher to provide corrected or updated information to the consumer reporting agency that it had reported to originally. This duty extends to all student loan accounts reported to CRAs, regardless of whether they were accurate at one point, because the section requires the furnisher both to update accounts as well as to correct.
MOHELA representatives told me that because the delinquent payments were accurately reported in XXXX through XXXX of XXXX that any subsequently initiated deferments would not allow for MOHELA to update reports to CRAs to show that the payments were not late and actually in deferment. However, Section 623 ( a ) ( 2 ) clearly shows that the reports must be updated/corrected regardless of whether they were accurate at one point. * All of my MOHELA accounts that were part of the late payments show deferment status. Therefore, my credit reports do not currently accurately reflect previous payment statuses with MOHELA, both as they actually existed and as MOHELA has recorded them. I am thus requesting that in compliance with Section 623 ( a ) ( 2 ) of the FCRA that the TWO accounts showing late payments from XX/XX/XXXX THROUGH XX/XX/XXXX be updated and/or corrected and removed.
In the event that these reports are not immediately updated to accurately reflect my payment status, as I was in a forbearance deferment I intend on filing disputes with each credit bureau in addition to official complaints with the FTC, CFPB, BBB, and pursue other legal routes if necessary.
Please respond within 15 days of the date of this letter with an update to this matter.
Thank you That's the latest letter that I sent to MOHELA I even quoted statues that they are currently not obiding by for my situation. Also I was even advised by a supervisor at mohela that this would be corrected immediately.
As of now my credit report still reflects the 7 late payments per account. I have 2 Mohela accts. Grand total of 14 late payments. This is a very easy resolution. And I would be even willing to settle for neutral remarks during that time frame, which would still eliminate the negative remarks. I hope and pray this matter gets resolved In a timely fashion. As I'm trying to raise a XXXX year old girl by myself which is the reason I initially had to get a forbearance because her mother passed away in a tragic accident just prior to my forbearance request.
Thank you very much for hearing me and thank you for your time and helping me with this matter.
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| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Essentially I am running into an issue with Mohela intentionally using misleading and incorrect information to force me to pay them at a higher and non-contractual rate. I would also complaint that their issues which while it is extremely frustrating to me, is at least somewhat navigable to me while I have time, not everyone works at a desk and can wait hours to speak with the company. This should NOT be the process, and these should not be with private servicers.
Background -- -- I have a student loan with Mohela totaling approx XXXX, previously XXXX that transferred to Mohela. During the transition my loans were on their pay program, and during the transition from REPAYE to SAVE, Mohela inputted data incorrectly and did not include my spouse 's loans, resulting in incorrect amounts being due each month. When I spoke to Mohela multiple times, they indicated they would recalculate with the correct information from the loans, and that the only change would be the amount of total loans included ( i.e. adding my spouses loan amounts ). When the loans were reviewed, my loans went from XXXX/month under repay ( correct ) to XXXX during the covid forbearance, to XXXX/month, to XXXXmonth, to XXXXmonth under the SAVE plan, ( based on total amounts, still high but at least agreeable ), and then to XXXX undera 11 leveland 1 save plan split. I will be paying the XXXX in XXXX, and while it affects XXXX, and what I can get my son, wife, and family for XXXX, its what I agreed to and I will happily pay that amount and amounts as applicable until paid off. I previously spoke to Mohela during the transition to reflect the transfer and was told they would be able to handle the change. This was incorrect, they set the monthly payment amount to XXXX, I called and indicated my spouse had loans, and Mohela indicated they would review and reprocess, this revised my monthly to an amount totaling XXXX on XX/XX/XXXX. I called and spoke to a supervisor on XX/XX/XXXX indicating that i previously had my monthly amounts under repay at XXXX and to ensure that the applications should be IDR and reflect the full amounts of loans at issue, the supervisor indicated that she entered the data from the information she had based on my XXXX data, and that everything would be OK when it was processed. And then on XX/XX/XXXX, I thought we were at least in agreement and my monthly amount was set at XXXX. This is the amount I accepted to pay until I would recertify as Married Filing Separate next year ( around XX/XX/XXXX when recertification was due ). _________ Current status After multiple discussions, multiple hour long calls and requests, on XX/XX/XXXXXXXX my loans which previously have always been income based XXXXmonth and XXXXmonth, were switched to have 1 loan be a SAVE plan loan, while each and every other one were changed to a LEVEL plan payment, totaling a monthly payment of XXXX and 11 level plans totaling which ( inclusive of XXXX ) total XXXX. This amount would mean I could not buy food, pay for my son 's school or contribute to my household in any way.
After waiting for nearly an hour to speak with my servicer today on XX/XX/XXXX, I was told that there was an issue with my account as a previous request to include information that existed in my file, was interpreted as " to put borrower back at regular payment '' based upon my XX/XX/XXXX call to update information and review all loans based upon my complete history, XXXX, no id #, somehow processed that request and jumped to the idea that I was to be converted to a monthly payment plan without IDR included, increasing my loans from XXXX to XXXX, and removing my previous history of on time payments 1/3 of the way to loan forgiveness.
I was subsequently told that : I could not speak to a supervisor.
That the only solution that I had was to put in a new application.
that " XXXX '' she has been advised we would have to go over repayment options if I disagree with the payment plan that I have been on.
She has requested the approval to transfer to a supervisor and was advised to handle the account and procedure.
And the agent is requiring that I submit a new application and a new rate. Further that my only option was to speak Student Aid if I wanted help, That the only possible thing that Mohela could do was to process a new application. She further indicated that she could not send a copy of the request, or the communication, or the data that went into the application because it was an internal communication.
I need help, and I will not get it from Mohela. Please get me off of the level plan and put on the same plan that I should be on. Further, have Mohela review the XX/XX/XXXX communication from their own supervisor and the existing messages requesting help with the intent it was given, and update my application based upon the existing information currently in file with Mohela from XXXX, as indicated in my multiple calls and written communication. In the alternative, please review my monthly payment amount to the amounts set on the approval letter for XX/XX/XXXX.
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| 09/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XX/XX/XXXX - Received email from Dept of Ed stating that I was eligible to have my loan/loan forgiven XX/XX/XXXX - Called Mohela and requested to 'opt out ' of loan sequence XXXX XXXX and ONLY loan sequence XXXX XXXX. Requested documentation that I opted out of ONLY loan XXXX XXXX. Submitted consolidation application for this loan with my XXXX parent plus loans. Also submitted request for ICR payment plan for this new consolidation loan.
XXXX? XXXX - Called Mohela to verify that I had only opted out of Loan XXXX XXXX.. was assured yes, only that loan. Also, again requested documentation stating that I opted out of Loan XXXX XXXX and ONLY loan XXXX XXXX
XX/XX/XXXX - Called Mohela - still no documentation. ( I had also called Dept of Ed and they told me I had 'opted out ' ) ... XXXX Mohela rep told me I had opted out so I wouldn't be getting any forgiveness. I said, but only for loan XXXX XXXX - correct? The rep put me on hold and waited to speak with a supervisor ( I requested to speak with a supervisor and was told I could NOT ). The supervisor then told the rep that yes, only loan XXXX XXXX. So then I ask why I was told I 'opted out ' she was ignore that, I was wrong. Ok - but still no forgiveness for my other loans. I then ask about the IDR account adjustment for my other loans. On hold again. Then I am told, you should get it, based on looking at your account. WHAT? I told you numerous times that I have already received the email. Why would I request to OPT out of one loan if I hadn't received the email. Again ask for a supervisor and am told NO. Then after she speaks with a supervisor again, I am told that Dept of Ed is still processing my IDR and I should see it in XXXX. Again WHAT? The email states that I should see forgiveness before my loan/loans go into repayment. The rep then says that they have submitted an 'escalation ' and that I should have the result of that in 3-5 business days. ( spent over 3 hours on the phone with Mohela ) XX/XX/XXXX - Called Mohela. Rep says how can I help you - I say where do I start. I give her brief synopsis and she puts me on hold. ( waited over 1.5 hours for rep ). After another 45 minutes, I get XXXX who says she is a 'customer advocate ' ( didn't even know they had these ). Anyway I explain all of what is going on - she sends me a document via secure message stating that I opted out of Loan XXXX XXXX, but it doesn't say 'ONLY ' loan XXXX XXXX. She looks into my account and tells me they did completely OPT ME OUT of all my loans. Now I am really, really XXXX ( was so, so, so afraid this would happen ). Ok, now what? She says no worries, I can 'fix ' it. Ok. She then tells me she submitted the 'correct ' request to put me back in ( again - didn't know this was possible ). She said it should be processed in 3 - 5 days but might take 30-60 to fully complete.
XX/XX/XXXX - received email from Dept of Ed regarding payments that will be due starting in XXXX. Email is NOT like my husbands that says he has NO payment due.
XX/XX/XXXX - submitted 'complaint ' to Mohela regarding all of this and also asked why my loans are now in repayment, as per the letter, only the loan I opted out of should be in repayment ... no response at all. Also still have the ICR request just sitting in their inbox that was submitted on XX/XX/XXXX. I need the new consolidation loan to be on the ICR so that I will get credit for my payments toward IDR account forgiveness.
XX/XX/XXXX - Called the Dept of Ed Ombudsman group ... after hours on hold he couldn't tell me anything regarding my loans- couldn't say if they were 'opted in ' or 'opted out ' - couldn't tell me anything other than to wait and to submit a complaint on Dept of Ed 's site. ( been there done that - case has been open since XX/XX/XXXX - I received an email regarding the case on XX/XX/XXXX just containing cut and paste information regarding the IDR account adjustment from the website. And it says my case is closed. I responded to the email... the case on the studentaid.gov website just says pending with no new update. The Ombudsman rep told me that the case has been 'escalated '. Great - still no answers. I did submit a new case as he told me tell the Dept of Ed to put my loans into the 'administrative forbearance '. Still waiting for something on that case.
I now have payments that will be due in XXXX. I wasn't planning on this as I have received the email on XX/XX/XXXX stating that my loan/loans should be forgiven. I need my new consolidation loan to be put into ICR and I need my other loans to be put into the correct status as why should I make more payments when I will already be due a refund? I have been in repayment/forbearance since XXXX!
I have no idea what to do from here. I am sick of Dept of Ed saying to talk to your servicer and Mohela tell me to talk to Dept of Ed. The need to get on the same page and fix this! Please help. Mohela screwed this all up for me and now I am having to suffer the consequences all because someone doesn't know how to do their job! Absolutely unacceptable!!!
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| 10/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I am filing a complaint against Mohela because I have submitted my PSLF Loan Forgiveness paperwork and PSLF limited waiver on XX/XX/XXXX via fax to XXXX. My servicer was then, and still is now, XXXX. However, when I contact XXXX now and I ask them about the status of my PSLF application they confirm they have recieved it but say can give me no other information. I am told by XXXX to contact Mohela. Yet when I call Mohela I am directed back to XXXX by both their phone agents and their phone greeting. I am told they can give me no information. So there is this back and forth that makes no sense and I have complained to both companies that I have been sent in circles and neither company has cared to address why this is happening.
There is also utter confusion about the student loan pslf form and who to submit it to. Back in XXXX the PSLF and Limited Waiver Form stated on the form to send the completed form to the U.S. Department of Education at fax number XXXX which Is where I sent the completed form.
Now I am being advised on the XXXX website and by XXXX agents to contact Mohela and Mohela says they do not have my PSLF form. It's been 9 months since the form was faxed to student aid and there should be no reason mohela is saying they do not have it when XXXX has confirmed they have recieved it.
And why am I having to deal with three different entities on this issue with each referring me back to the other.
XXXX has also been horrible. They have yet to give me any information about anything. All their agents give me is phone numbers to other places. They can't answer anything about the PSLF waiver or status or processing or anything.
Today I went to Mohela 's website to try and upload the completed pslf form to them although the other agencies, XXXX and XXXX have the form, and I get an error that the back button or bookmarks can not be used to upload any document and it refuses my XXXX upload. I even tried to upload XXXX images which the site says it accepts and it rejected them too. I recieved the same error message from both my phone and my laptop computer.
Mohela is not letting me upload any documents.
Is this by design? Is this company playing games with students by making it impossible to submit our documents online and by refusing to acknowledge documents which were sent off and recieved 9 months ago? I am aware that a federal civil suit has been filed by the AG of XXXX on behalf of this agency to stop student loan relief saying they will lose money.
Is this an action taken by the company to confound the loan forgiveness process?
I started calling student aid, XXXX, and later mohela months ago to get answers. Months have passed and I still have no answers other than XXXX pointing out that they have the PSLF form yet directing me, again, to Mohela who directs me right back to XXXX.
I need confirmation from Mohela that they have my form. It's in the XXXX.XXXX website too because Mohela links students to this website. I need them to pull the form and process it.
The U.S. claims to be the most powerful and this entire student loan forgiveness process has been a royal sh.. show. We have submarines roaming the depths of the oceans and state of the art XXXX yet the Federal Government and Mohela can't figure out a way to share documents with each other. Although they can link to each other 's websites.
I need some information on my PSLF. It's a shame I have to file this complaint to get it.
And just for information. I have {$120000.00} in outstanding student loans. Over a decade ago I consolidated about {$50000.00} of my loans with the Federal Government.
I eventually went to XXXX school ( I completed my XXXX in XX/XX/XXXX ) and these loans are not consolidated.
So I have many loans I know qualify for loan forgiveness. It is possible I have some that do not.
When in XXXX college I recieved the pell grants although for some reasons on the student aid website they only show one pellgrant. This is not correct. I recieved several. Although one is still good enough to qualify me for the {$20000.00} loan forgiveness. I was the XXXX child of XXXX children from XXXX XXXX XXXXXXXX ( the XXXX region on America ) and my mother made around {$8.00} an hr or so working for the XXXXXXXX XXXX XXXX XXXX XXXX Although she had been out there since I was born I do not believe they recieved raises. They also never recieved XXXX being paid with Time Off hours. We were so poor. So yes I qualified for every grant there was and I know I should have recieved far more than one grant.
Please answer all of my questions about the PSLF form I submitted. Please Confirm reciept of my PSLF and Limited Waiver paperwork. If Mohela does not have it I want them to pull it from XXXX which is where they linked me. Please confirm processing and provide status updates. Please assign me with an indidvial who will be my main point of contact as well. Please get er done. I've attached my PSLF document as well to this complaint so Mohela should have no excuse. None whatsoever.
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| 12/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received documentation from MOHELA on XX/XX/XXXXXXXX that I was being placed on an " Administrative Forbearance ''. My 120th qualifying payment month for XXXX was XX/XX/XXXX, so on XX/XX/XXXXXXXX I called MOHELA to request the forbearance be lifted so that I could make my final qualifying paymemt. Call duration was 1hr22m42s, with approximately 10 minutes spent actually speaking to a representative. I inquired if the month in forbearance would qualify for forgiveness and was told it wouldn't ( incorrect ). I requested it be lifted and was informed it would be in 3-5 business days. The forebearance was not lifted until the end of XXXX, at which point no bill for XXXX was generated.
As information online and direction from the Dept of Ed indicated these processing forbearances would count, I submitted a manual Employer Certification Form ( ECF ) on XX/XX/XXXX. I waited for the form to process as the website states it will take 30 days to process. I received a letter from MOHELA approximately 30 days after id submitted my ECF stating that they had just them received my form and to expect processing to take an additional 30 days from the date of the letter.
On XX/XX/XXXXXXXX I logged in to my FSA account to determine if there was any status update on that website. There was an ACTION NEEDED flag on my ECF form submitted on XX/XX/XXXXXXXX indicating that an electronic signature from my employer was required. I switched my signature method from manual to electronic via FSA on XX/XX/XXXX, the request was sent to my employer XX/XX/XXXX, and was completed on XX/XX/XXXX. The form was signed by the same HR employee from my organization for the initial physical form, and when the request was changed to an electronic signature. I never received communication from MOHELA or FSA that additional action was needed, and I sent a message to MOHELA on XX/XX/XXXXXXXX expressing my dissatisfaction with how this submitted form has been handled. I received no response from MOHELA.
I contacted MOHELA via telephone on XX/XX/XXXXXXXX ; call duration was 47m3s with approximately 7 minutes spent speaking with a representative. She confirmed my personal information, including name, primary and secondary phone numbers, email address and physical address. I requested clarity on the status of my ECF and current payment counts. She did not share anything of value on the call beyond telling me that the XXXX forbearance would qualify for forgiveness under PSLF, however that she could not give me a timeline on when that would reflect on my payment tracker. I inquired about the ECF I'd submitted and she said it was visible to her and processing. Beyond that she offered no clarity on when I could anticipate an updated payment count. I also inquired as to why my XXXX payment hasn't posted yet as it was reflecting as processed and money has been removed from my account. I have confirmed auto-debit set up, however the website had told me I had a past due amount notification on the website and I wanted to confirm that the payment processed on time so it would count as a qualifying payment. She told me that payments wouldn't show up on the tracker until it updated in their system and it felt extremely dismissive. If my money has been debited and it shows as a past-due amount on the website despite documented confirmation of auto-debit status, that's concerning as a borrower.
I logged in to MOHELA on XX/XX/XXXX as I had a message alert. I was met with a pop up that I needed to confirm my primary phone number as it was not on file, which makes absolutely no sense as it was verified less than XXXX hours previously. Upon completing that I checked my message from MOHELA that stated their records indicated I'd spoken with a representative and so they " will assume this inquiry has been handled ''. Additionally upon review of my documents section my ECF that was electronically signed and received on XX/XX/XXXX was noted to be CANCELLED, and my manual form received on XX/XX/XXXX was noted to be a DUPLICATE FORM.
It appears from my end that the representative I spoke with took actions to delete information from my file ( primary phone number ) and also did not inform me of what action would be taken regarding my XXXX status. I am left to wonder how best to resubmit to avoid this same issue, all while I continue to make unnecessary payments for an undetermined amount of months while MOHELA " processes '' forms.
There is poor to no communication from MOHELA, and their reps do not seem to have even the most basic understanding of XXXX or how to help borrowers. I previously had submitted multiple ECFs while with XXXX without ANY problems, and this has been an absolute nightmare dealing with MOHELA. It truly feels as though their representatives are acting maliciously or purposely trying to cause undue harm and unnecessary stress to borrowers. Borrowers are spending ridiculous amounts of time waiting on hold only to be given incorrect, incomplete, or unhelpful information.
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| 01/30/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Issue # XXXX : Inaccurate payment Amount posted - Return to School Deferment Approval As a full-time graduate student, MOEHLA 's representatives confirmed the 'gray " transformative timeline between semester dates and published XXXXXXXX XXXX XXXX XXXX proof of enrollment ( XXXX weeks ) status. MOEHLA 's response ( a year ago ) included submitting an electronic Deferment Form confirmed by an official from a University Official post communicating my University 's learner records standards of " verify enrollment until after the second week of each semester. '' During these transitional periods, my amount due would reflect a " missed monthly payment of {$550.00} ( varying > {$20.00} variation due to yearly principle sum increases/accrued interests ) UNTIL MOEHLA approved my semester 's deferment form and reset monthly " amount due : {$0.00}. '' Below are the exact dates of enrollment XXXX Summer & Spring Semesters : Spring Enrollment Dates : XX/XX/XXXX - XX/XX/XXXX Fall Enrollment Dates : XX/XX/XXXX XX/XX/XXXX After approval of my semester 's deferment, monthly payments ( including monthly accrual interest ) electronically posted {$0.00} including each semester 's transitional enrollment verification timeframes, an accrual monthly interest rate due monthly appeared as {$0.00} until XX/XX/XXXX ( lasted date of Fall 's academic semester ). Suddenly, in 16 days amount due {$0.00} ( XX/XX/XXXX ) jumped to $ XXXX. I contact MOEHLA. On XX/XX/XXXX, MOHELA 'S representative couldn't contextualize the purpose for the imminent escalatory of the amount due $ XXXX transfers me to a supervisor ( XXXX ). The supervisor confirms that the amount is disproportionally high due to an accounting cycle-type mechanical issue, manifesting as past wrongful payment dues. MOHELA Supervisor settled the dispute, stating these will be removed and/or substantially lowered and will be viewable online in 3-5 business days. The supervisor also sent an E-Form, rescheduling XXXX 's semester payment date to the end of the month ( mitigating these recurring nuances for my prospective semester 's Deferment payment approval application ) contingently on MOEHLA 's technical account update ( again between XXXX business days ).
Issue # XXXX : Inaccurate payment Amount Confirmed by MOEHLA is Redirected : Late Monthly Payments post Deferment approval now as 'Accrual Interest ' ( XX/XX/XXXX XX/XX/XXXX ) MOEHLA 's presenting 46 DAYS LATE for XXXX, XXXX XXXX XXXX represents malapportioned provider payment, confirming monthly XXXX obligation for XX/XX/XXXX ( subsuming {$1400.00} accrual interest to principle balance in XXXX billing statement ).
Per Section XXXX, accrual interest is optionally paid in monthly payments ( document attached ) XXXX members utilizing the following repayment options will not have interest capitalize at the end of the deferred period : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for the following products : o Refinance loans disbursed on or after XX/XX/XXXX o In-School loans disbursed between XXXX o In-School loans disbursed after XX/XX/XXXX that elected interest Only or Fixed o Payment repayment option Previously approved Return-To-School deferments ( XX/XX/XXXX, XX/XX/XXXX ) resulted in {$0.00} monthly dues with monthly interest notices that were optional to pay. My delayed deferment approval of the Fall semester ( XXXX ) resulted in accruing a monthly principal billing payment of {$550.00}. From XX/XX/XXXX ( approval date ), my amount due was re-adjusted to {$0.00} until XX/XX/XXXX, when a {$1400.00} monthly installment amount appeared. As mentioned earlier, MOHELA 's XXXX, XXXX, confirmed the wrongful amount, which would bring my account up to date. XX/XX/XXXX, I noticed the account still reflected the amount due I spoke to various representatives and XXXX XXXX. XXXX confirms the sudden monthly amount of {$1400.00} as chargeback accrued interest that should have been posted to my account. Supervisor claims MOHELA 's limited responsibility in resolving due to interagency roles between XXXX and lender. The resolution ends with a " XXXX lender review involving XXXX '' and for me to contact XXXX to XXXX my loan status as " refinance loans. '' I contacted XXXX shortly afterward, and they confirmed that MOHELA is the only agency managing my account once my loan application is approved. Attached is MOHELA 's billing statement listing the amount due for the dates in question. Why is my loan program suddenly requiring monthly interest payments? Also, how did this residual interest ( {$1400.00} ) suddenly appear between enrollment dates, causing it to be 46 days past due?
XXXX to work with MOHELA and bring my account to current, their self-governance and no explanation for hefty hurried charges raise significant concerns for borrowers. Although customer service wait time seemed tactful, that wasn't my concern : customer Service Supervisors and Representatives offering false information without being held accountable resulted in my XXXX complaint.
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| 09/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been trying to pay off my loans before the repayment pause ends. Starting on XX/XX/2023, I made multiple lump sum payments to my account. During each of the initial payments, a specific amount of money was directed to certain loans of my choosing. After each payment, Mohela directed the lump sum to the loan balances of their choosing. This then created a - {$30000.00} loan balance on loan XXXX. I called Mohela on XX/XX/2023 and spoke to XXXX. I inquired about why this is happening, and she didnt know the answer. It was also during this phone call that Mohela could not tell me the total balance of my loan. XXXX had to create a manual note in my account to make sure that during future phone calls the entire balance was known. XXXX then stated that she instructed overpayment of {$30.00}, XXXX on loan XXXX to loan XXXX and confirmed that I could continue making payments on all other loans but loan XXXX as this will have the {$30000.00} applied to it. She assured me that this was a mistake that would be fixed, and I was the only person that this has happened to. She placed me on a callback list to let me know that the {$30000.00} transfer from loan XXXX to loan XXXX was completed. I never received that call. I then made another lump sum payment directed to specific loans XXXX and XXXX on XX/XX/2023. I received the payoff confirmation letter for loans XXXX and XXXX. Upon logging in over the next few days, it was noticed that there was a negative balance of {$5000.00}, {$900.00}, and {$3000.00} on loans XXXX, XXXX, XXXX, respectively. Also, the redistribution from loan XXXX to loan XXXX never happened. I called Mohela again and spoke with XXXX. XXXX could not explain to me why these loans have a negative balance despite seeing the notes in XXXX system about my previous phones calls. XXXX stated that it just takes time for the money to be transferred between accounts. I pressed him on how I paid off loans XXXX and XXXX and that the only way for these loans to have a negative balance, considering loan XXXX balance not changing, was that the {$30000.00} from loan XXXX was not distributed to loan XXXX, but to other loans. He then admitted that this does look like a mistake, and I need to let it work itself out. He then started lecturing me on how I need to let certain things go and let them just happen and trust that it will work. I was in shock that this was his response. I emphasized to him multiple times that I am trying to pay off my loan before the interest starts. He stated that it will work out and just wait. I could not accept this as an answer since interest starts on XX/XX/2023. I tried exploring how to pay off my loan in whole with him. The payoff amount was {$69000.00} but due to the negative balances on loans XXXX, and XXXX, XXXX and the website stated that my payoff balance was {$79000.00}. This inhibited me from paying off my loan because I needed to wait for the negative balances to be distributed. His next suggestion was bold. He stated that I could either overpay by {$10000.00} and wait for the Treasury Department to refund me {$10000.00} or let the interest accrue and call Mohela on XX/XX/2023 and they will work with me. These were my options and I had to accept it, according to him. I requested him to escalate this to a supervisor and get the loans XXXX, XXXX, and XXXX negative balances redistributed. After working with a supervisor XXXX said that they requested an urgent reallocation and that I would get an email stating when it happened. I questioned him on this because I have been told multiple times how it should go, but it doesnt seem to go as XXXX XXXX state. I asked for proof of how I know an email will be sent. XXXX then said that he promises it will be sent to me and that I need to trust him. I had to argue back against this idea of trusting him and Mohela as I am the XXXX getting punished with accruing interest or overpaying my {$10000.00} because I trusted that Mohela was going to do as they say. XXXX reported that the negative balances will be transferred to loan XXXX and should be fixed in varying time frames : XXXX days, XXXX days, 10 days, or 30 days. Hopefully with his XXXX request, the timeframe will be XXXX days. During this uncertain time, interest will accrue. I asked about keeping my loans in forbearance as I am paying them off, but due to XXXX actions I cant pay them off before XX/XX/2023. XXXX stated that he cant do anything with my loan until they become active again and he will note that if the negative loans are not fixed, I can call Mohela and will be transferred directed to a supervisor. When the phone call ended, I received a message from Mohela to my account stating that the process could take 14 days. As of XX/XX/2023 at XXXX. The loans XXXX, and XXXX are still showing a negative balance and interest start tomorrow. All other loans besides loan XXXX are paid off as I am awaiting the reallocation of the negative balances to loan XXXX before I pay off the difference.
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| 06/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XX/XX/XXXX To Whom It May Concern : Ever since XX/XX/XXXX, I have been having some issues with the loan servicer that my students loans were transferred to, Mohela.
The reason being is regarding the accuracy of my qualifying payments every year I submit a PSLF form for being employed by government agency, as well as the correct documentation needed when transferring employers within the federal government agency. For some reason, the PSLF form I did with my previous loan servicer XXXX didn't didn't add to my qualifying payment counts. Therefore, I reuploaded the same PSLF form and according to Mohela, a yearly certification form only counts up to certain number of months. The form is dated signed and dated by my previous government employer the U.S.P.S on XX/XX/XXXX. According to Mohela, the count for last year 2022 starts at XXXX and ends in XXXX of the same year. Therefore, in 2022, XXXX to XXXX of 2023 weren't added. For the employer, I no longer work for the U.S.P.S., Mohela said for me to contact them and have them sign and date another PSLF form certifying my employment from XXXX XXXX to XXXX of XXXX. I spoke with Mohela and told them that it's impossible to have an employer that I am no longer employed by to certify for the missing months. Instead I was told to attach a copy of my W-2, my last paystub from the U.S.P.S and a filled out PSLF form checking the box saying that I am unable to obtain certification from them. Additionally, attaching a letter written by myself discussing when my employment started and ended with the U.S.P.S and that I transferred to the VA and the day I started my new employment. As per an e-mail notification from Mohela these uploaded documents weren't sufficient for my certification for the U.S.P.S. Here is a copy of the correspondence between Mohela and I regarding these issues below. Is there anything that can be done on your end about this matter?
Sincerely, XXXX XXXX P.S : Complaint XX/XX/XXXX XXXX XXXX Body : Your Question : To Whom It May Concern : The summer of last year, in the month of XX/XX/XXXX, when XXXX was still my servicer, I uploaded my PSLF application. I called XXXX and asked them, if when the transfer was complete would my PSLF application submitted in XX/XX/XXXX go over as well, and according to them it was yes. Unfortunately, I don't see it in the employment verification section on the PSLF and my employment end date for my current employer the Department of Veteran Affairs is wrong also. The begin date of XX/XX/XXXX is correct, but the end date of XX/XX/XXXX is wrong. The end date is supposed to be XX/XX/XXXX. What happened? I reuploaded my PSLF for XX/XX/XXXX. Please amend these issues ASAP. Sincerely, XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA.
Due to the complexity of your request, please contact us at the number below.
Sincerely, Customer Advocacy Team Phone XXXX Fax XXXX TDD Dial XXXX XXXXXXXX XXXX, T-W XXXX Thurs-F XXXXXXXX XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX XXXX XXXX MOHELA This message, from a debt collector, is an attempt to collect a debt. Any information obtained will be used for that purpose.
Suspicious Activity XX/XX/XXXX XXXX XXXX Body : Your Question : To Whom It May Concern : The summer of last year, in the month of XX/XX/XXXX, when XXXX was still my loan servicer, I uploaded my PSLF application. I called XXXX and asked them, if when the transfer was complete would my PSLF application submitted in XX/XX/XXXX go over as well, and according to them it would. Unfortunately, I don't see it in the employment verification section on the PSLF certification. What happened? Also, what is going in with my account. This type of situation has never happened before, why is it happening now. This is my second complain. I have called XXXX times about this matter. Because of this matter, I reuploaded my PSLF for XX/XX/XXXX. Somehow each time I call asking about this situation, the customer service representative always gets confused about employer certification time period. Please amend these issues ASAP. Sincerely, XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA. After reviewing your account it looks like the application received on XX/XX/XXXX was missing your signature and social security number on top of page 2. Also reviewed the pending applications and it looks like the ones received on XX/XX/XXXX is missing employers certification. We received the documents you sent in but we would need W2 's for each year and paystubs.
If you have any other questions or concerns please dont hesitate to contact us at the number listed below.
Sincerely, XXXX XXXX XXXX XXXX XXXX Fax XXXX TDD Dial XXXX XXXX M, XXXX T-W, XXXX TH-F XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXXXXXX XXXX XXXX XXXX XXXX
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| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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To whom it may concern, Please be advised that I have attached a copy of Feedback Case # XXXX which was originally sent to the US Department of Education regarding problems I am having with regard to having qualifying payments not being credited to my PSLF account. On Monday, XX/XX/XXXX, I spoke with a representative of the federal student aids ombudsmans office who advised me that there is nothing he can do. This is ridiculous. Someone needs to be accountable for the mistake that is being made on my account. Prior to submitting this complaint, I went back and forth with MOHELA representatives and supervisors for 8 months for them to tell me that there was nothing they could do. I have submitted my evidence and have been fighting with MOHELA from XXXX of this year until XXXX of this year with no relief in sight. MOHELA has blamed the department of federal student aid, and the department of student aid has blamed MOHELA. Prior to MOHELA becoming my student loan servicer, there was never an accusation or note on my account of my student loans ever being placed in bankruptcy. I cant even understand where this information came from and MOHELA could not explain it either. Please understand that I will not be letting this matter go. I will continue to send letters and escalate it to the president of the United States ' office and broadcast this on the news if I need to. These missing qualifying payments are inhibiting my ability to have my student loan debt forgiven which is hindering my livelihood and I want this problem solved! Fast!
Feedback Case # XXXX Pending Case Information Date Submitted XX/XX/XXXX Category Repaying My Aid Subcategory Discharging, Cancelling, or Forgiving My Loans Case Description To whom this may concern. I am submitting this formal complaint against the United States Department of education, as well as with the loan servicer, MOHELA due to a major discrepancy in which I am not properly being awarded qualifying months towards my PSLF. I am finding it extremely difficult to have this situation rectified using regular protocols of telephone calls and submitting evidence to the servicer via email. I have spent countless hours going back and forth with them only to be told that the way things currently stand are the way that they will be and that I would need to have my bankruptcy status changed with the court system, which is on necessary. I have been told that several years of qualifying payments do not qualify because I have filed a bankruptcy in the year of XXXX. None of my student loans have ever been placed on a bankruptcy discharge petition. None of them. The period that I am discussing is from XX/XX/XXXX up until XXXX of XXXX. This bankruptcy was a XXXX XXXX and I have submitted all of the documents from the court, which indicated all of the creditors, which were actually listed on the discharge petition, and my student loans is not on that list. Throughout this entire period, I have submitted documentation, and applications as I was utilizing an income contingent repayment plan, and the payment amount was {$0.00} throughout this entire time. I never requested any forbearances or anything that would place me out of repayment status during this period. I am and have been a United States employee since XXXX of XXXX. I do not understand why this is difficult to undo. I am pretty sure that the department of education was notified of my bankruptcy status only because it is a creditor on my credit report, but not because it was placed on my bankruptcy. This is hindering my ability to enjoy my quality of life, and all of the hours that I have to spend on the telephone, to no avail, is extremely aggravating and frustrating. There would have been absolutely no reason for me to place a student loan on a bankruptcy petition, knowing that it was next to impossible to discharge a student loan in a bankruptcy. So, I really need for someone to look into the situation, thoroughly and clear it as soon as possible. MOHELA advised me that the US Department of education is to blame for this situation being the way that it is and that they could do nothing more about it. So I am asking you to do and handle this problem the way that it should be handled.
Your Messages XXXX XXXX XXXX added a message XX/XX/XXXX XXXXXXXX XXXX Please accept this message as a formal request to escalate my case to the ombudsman group for further review. Thanks.
XXXX XXXX XXXX added a message XX/XX/XXXXXXXX XXXX XXXX Good day. It has now been more than 45 days since I submitted my complaint and to date, I have not received any response. The student loan payment pause is now over and according to my records, should my case be fixed the way it's supposed to be, I should be very close to, if not, eligible for my student loans to be forgiven. Please send a response at your earliest convenience to provide an update as to where this case currently stands. Thanks
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| 05/04/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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On XX/XX/XXXX, I disputed student loans with XXXX citing that they were too old to be on my credit report. Mohela has reported to the credit bureaus that the last payment they received from me was XX/XX/XXXX. I stated that no payments were made in XXXX and I even had a copy of my XXXX tax return showing {$0.00} paid in student loan interest.
The information came back verified as correct.
I contacted Mohela myself through their website on XX/XX/XXXX asking for my payment history. After filling out the form it said I should receive payment history in 5-10 days ( not business days ) by U.S. Postal Service.
Almost 3 weeks pass and I still don't have anything. No mail and no e-mail.
So I called Mohela on XX/XX/XXXX and the phone system said my social security number wasn't in the system. I waited and was transferred to a representative who told me that my student loan had defaulted and that I was to contact the collection agency.
I told him that I was waiting for my payment history and he repeated that I needed to ask the collection agency.
So I specifically asked him if all of the paperwork gets transferred when they close the loan and send it to collections. He said, " Yes, everything gets shipped out. '' But apparently my information is still in their system otherwise how does he know the status of my loan?
According to my credit reports, Mohela closed the loans and transferred them back to the Department of Education, and then 3 years later, the Department of Education marked them as closed and sent to collections.
How would Mohela know what the Department of Education has done with my loans?
Also, Mohela 's website states that if you want a detailed transaction history that covers the life of your loan while serviced at Mohela, you may request that a complete Payment History be sent to you from the Payment History page.
After clicking on the Payment History link, it takes you to a page that states : For detailed history that includes financial transactions that occurred during the time your loan ( s ) were serviced by Mohela, you can request a Financial Transaction Summary be sent to you. To request a history of financial transactions that occurred prior to the time your loan ( s ) were serviced by Mohela, call us at XXXX.
No where does it state that once a loan has defaulted that I am no longer allowed access to this information or that they Mohela will no longer have it. It also says when your loans WERE serviced by Mohela. Past tense. I believe they do have this information but aren't giving it to me.
I did contact the collections department on XX/XX/XXXX as well. This was the collections website the NSLDS gave and they never answered me either. They updated the collection agency information but they too just let me figure it out for myself that they just weren't going to answer me. A simple e-mail stating who to contact would have been simple and courteous.
Yes, I contacted the collection agency that is supposed to be the current servicer through their website and no acknowledgement yet.
But why should I have to jump through a bunch of hoops to get information that I am legally entitled to? The information that Mohela has furnished to the credit bureaus is what they are basing the default date on as well as the date of first delinquency. I also believe that my loans were transferred to Mohela in XXXX of XXXX. My XXXX credit report stated that my XXXX XXXX owned by the Department of Education were closed XXXX XXXX, XXXX. Under remarks it said, " Transfer ''. Then the Department of Education was listed as having them until XXXX after which it showed Mohela owned them until XX/XX/XXXX. Why would the Department of Education need to transfer loans to themselves? After I disputed these accounts, someone went back and changed my remarks from XXXX and removed the " Transfer '' comment and moved " Transfer '' over to all my accounts that were closed in XXXX of XXXX.
Since this information came back as verified as correct, I would like to know what method of verification was used as is my consumer right under FCRA Section 611 ( a ) ( 7 ). XXXX verification is insufficient. How could Mohela have verified this information was accurate when the representative told me that all paperwork shipped out? All he could tell me was it was in default status. Also, who authorized someone to go back and make changes to my XXXX credit report from XXXX and XXXX?
The only way I would be able to clear up when Mohela actually serviced my loans and payment history is if they send me the information I asked for. If I am no longer in their system, then how is it I was able to login to my account and ask for the payment history to begin with?
Each agency sends me on a wild-goose chase to get it from someone else. The Department of Education won't give me a payment history either. I've asked everyone and no one will comply with my requests.
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| 10/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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On XX/XX/2023, my previous employment ended in order to transition into a new job with the XXXX XXXX. On XX/XX/2023, I began my new job with the XXXX XXXX and on that same day I applied for the XXXX plan on the U.S. Department of Education 's ( USDOE ) XXXX XXXX website and provided documentation of the salary associated with my new position. When applying for the XXXX XXXX, the USDOE stated that my student loans would be put on an administrative forbearance until my student loan servicer, MOHELA, could process the application and determine my new monthly payment amount.
Several days passed after submitting my application and I grew concerned because my online MOHELA account stated that I still owed a full standard payment ( nearly {$2000.00} ) on XX/XX/2023, rather than my estimated XXXX plan amount ( {$300.00} ). Therefore, on XX/XX/2023, I called MOHELA to inquire about this issue. The representative advised me that, despite my online account not stating such, my student loans had been put in forbearance and instructed me not to make the XX/XX/XXXX payment.
On XX/XX/2023 ( a Saturday ), MOHELA sent me via my online account a PDF copy of a letter dated XX/XX/2023, which stated that XXXX of my XXXX student loans had been put on an administrative forbearance. On XX/XX/2023, I sent MOHELA a message via my MOHELA online account describing the issue and requesting that my remaining XXXX loans be put on an administrative forbearance because my online account displayed a {$1900.00} payment due on XX/XX/2023, which I explained was not feasible for me to pay on my new government salary. Then, on XX/XX/2023, I called MOHELA and explained my situation to a representative. The representative almost immediately recognized that this was a mistake and stated that they would submit a request for a forbearance and advised me not to make the XX/XX/XXXX payment of {$1900.00} since it was clearly an error. I asked her again to clearly make that statement since the payment date was coming up and I did not want to be delinquent. The MOHELA representative told me to take her word that I should not make the payment and that forbearance would come- it never did.
XX/XX/2023 came and my MOHELA account still displayed a {$1900.00} payment due for the XXXX loans not on forbearance. I messaged MOHELA via my online account to restate the issue, that the payment was shown as past due, and that I could not afford the payment. I called MOHELA on XX/XX/2023 to raise these issues. They understood the problem and said the administrative forbearance request was submitted but that it would take time to process. On XX/XX/2023, I called MOHELA again. This time I was escalated to a representative who recognized the issue, stated that they submitted a forbearance request and an account adjustment request after speaking with their supervisor. The MOHELA representative stated that this should have never happened and apologized. In addition, the representative advised me that my XXXX plan application had been approved and that my payment would be around {$300.00} going forward. On XX/XX/2023, I received written notice of the XXXX plan approval via my online account. In addition, my online account reflected that the {$300.00} payment would be due on XX/XX/XXXX along with the {$1900.00} " past due '' amount from the XXXX loans not put in forbearance during XXXX.
After over a week of hearing no updates and receiving repeated notices regarding my " past due '' account, I called MOHELA on XX/XX/2023. The representative spent XXXX minutes reviewing my account and stated that they saw the notes from previous calls and the forbearance request. After asking if there was anything that could be done, the representative advised me that there was nothing they could do while the request is pending and that the request might be moot since the forbearance would end on XX/XX/XXXX. I told the representative that all I really wanted was an account adjustment, which reflected that the " past due '' amount was in error as the XXXX loans should have been put on forbearance and reflected the XXXX plan amount. The MOHELA representative seemed unsure as to whether an account adjustment of that nature was possible and did not have any solutions to offer.
On XX/XX/2023, I was notified that my employment was approved to qualify under the XXXX program after submitting an application for such a few days prior.
To date, no adjustment has been applied to my MOHELA account, my online MOHELA account still reflects an erroneous past due amount of {$1900.00}, and I have a regular XXXX plan payment of {$300.00} due on XX/XX/XXXX. I plan to pay the XX/XX/XXXX payment of {$300.00} on XX/XX/XXXX, but remain unable to pay the erroneously calculated {$1900.00} payment and do not want this erroneous status to be part of my record anywhere in MOHELA or the federal government.
|
| 06/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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MoHELA reported inaccuracies throughout all credit bureaus XXXX, XXXX and XXXX XXXX.
In accordance with the Fair Credit Reporting Act. The List of Accounts below has violated my federally protected consumer rights to privacy and confidentiality under USC 1681.
Account name # XXXX Department of Education Account XXXX XXXX {$52000.00}.
Account name # XXXX Department of Education Account XXXX XXXX {$17000.00}.
Account name # XXXX Department of Education Account XXXX XXXX {$17000.00} Account name # Mohela/ Department of Education Account XXXX XXXX {$17000.00} 15 U.S.C 1681 Sec. 602 A. States I have the right to privacy.
15 U.S.C 1681 Sec. 604. Sec.2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681 c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information any other adverse item of information, other than records of conviction of crimes, which antedates the report by more than seven years.
15 U.S.C. 1681-s ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is in accurate.
WHAT YOU NEED TO KNOW : 1. Your financial institutions is obligated to produce per consumer request the original instrument of indebtedness in its original form upon full settlement of the debt.
2. I want to settle the account ( s ), however you are dishonoring my will. Your company has overlooked or ignored my previous request to confirm that you would accept full payment of the alleged obligation from me in consideration of your delivery to me of the original instrument of indebtedness in the original form.
XXXX. I believe your financial institution violated the Equal Credit Opportunity Act ( 15 U.S.C. Sec. 1691 et.al ) Regulations B ( 12 CFR Part 1002, et.al ) and 12 CFR Sec. 701.31 ( NCUA ) 4. I believe your financial institution violated The Fair Credit Reporting Act ( 15 U.S.C Sec.1681 ( a ), et al ) ( 15 U.S.C. Sec.1692 et al. ).
5. I believe your financial institution violated the Truth in Lending Act ( 15 U.S.C Sec 1601 ). Regulations Z ( 12 CFR Part 1026. et al. ) and the Fair Credit Billing Act ( 15 USC Sec.1666 ).
6. I believe your financial institution violated NCUA regulations, sec 701.21, 701.31 and 723.
7. I believe your financial institution violated the Fair Debt Collection Practices Act ( 15 U.S.C. Sec. 1692, et al ).
a. Please provide me with copies of all correspondence between your agency and MOHELA/ US DEPATMENT OF EDUCATION , including all loan documents and, any documents you have in your procession, bearing my legitimate signature between you and the alleged creditor you claim to be representing in your initial communication to me.
b. Please provide me with the complete name and address of the original lender and/or creditor and all correspondence you have in possession related to these alleged loans.
c. Please provide me with the exact location of my purported loan documents, signed by me including a direct phone number and, If your office can provide the original instrument of indebtedness in its original form, I will require at least 30 days to investigate the information, and during such time all collection activity must cease and desist. Also, during this violation period, if any action is taken which could be considered detrimental to any of my credit reports,, I will consult with my legal counsel for the suit. This includes listing any information with when in fact there is no provided proof that it is accurate and/or I will be forced to seek monetary damages for each violation that your financial institution violated.
Be advised, unless I receive your written confirmation of this formal request for validation sent in an attempt to correct your records any information obtained shall be used for that purpose. I demand that these items be investigated and removed from my credit report. It is my understanding that you will recheck items with the creditor who has posted them. Please remove any information that the creditor can not verify. I understand that under 15 U.S.C Sec. 1881i ( a ), you must complete the investigation within 30 days of receipt of this letter.
Please send an updated copy of my credit report to the above address. According to the act, there should be no charge to update my credit report. I also request that you please send notices of corrections to anyone who received my credit report in the past six months.
None of this states student loans so in that case please immediately remove from credit file because what you are reporting is against the law.
Failure to completely respond will also result in an FDCPA action being filed against your company in the appropriate forum.
|
| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loans were recently transitioned to Mohela at the end of XXXX. I had tried to pay my student loan earlier in XXXX like I normally do and was told I could not pay until Mohela sent me an email with all my account Information so I could make an account as my loans were currently transitioning to a new servicer.
Mohela did not send me information until XXXX XXXX by email. When I made my account it told me I was past due. I was upset because I have never been past due before and alway pay my student loans and bills on time. I called Mohela on XXXX XXXX and spoke to a representative who told me that because my loan was given to them at the end of the month my account was wrong and I was not past due. She told me that Mohela would fix my account before my next payment was due on XX/XX/XXXX and that I also did not have to pay the late fee as I was in fact not late.
I logged in XX/XX/XXXX to see if Mohela had fixed my account as my loan is due the following week. Not only does my account still say I am past due but has also added another payment and now it says I have to pay {$340.00} by XX/XX/24 instead of {$170.00}. When I call it says I have been sent to a debit collector until my account is up to date. I had also sent them a complaint on the XXXX before I called by message on their account. No one ever responded. I again called XX/XX/XXXX I have was on the phone with a representative for more than XXXX hr and my problem still has not been fixed.
The representative said that Mohela did not receive my account until after the student loan due date and she was attempting to verify how much my monthly payment was and if I owed any late fees or anything from XXXX. She also confirmed the system showed Mohela did not send me notifications until after XXXX Also XX/XX/XXXX or the XXXX I have received letters both those days from Mohela in the mail that states my account has been transferred to Mohela . Mohela wants me to pay in XXXX but does not send me email notifications until XX/XX/XXXX and letter notifications until XX/XX/XXXX the earliest. I have informed delivery with USPS and can see when a letter arrives with a picture. While the letter is dated XX/XX/XXXX ; I did not get it until XXXX. I have been very communicative with Mohela. I understand they are getting a lot of loans from many students but the amount of disorganization and handling of student accounts is not acceptable. This problem directly affects my credit report and is not fair to someone who always pays on time and has been in contact with Mohela multiple times.
After XXXX hr and XXXX mins on the phone I was told to either day the {$170.00} from XXXX or do Forbearance for XXXX. I asked why would I do Forbearance as that penalizes me by adding interest and the whole reason my student loans were transitioned from XXXX to Mohela is because I was accepted into the public loan forgiveness program. Doing forbearance affects the program. She told me basically that interest would be added anyway to my loan whether I did forbearance or not. This is not the type of advice I want and I do not wish to do Forbearance. For the month of XXXX I will now be forced to make XXXX payments instead of XXXX. Mohela blamed my previous servicer and stated they should have let me pay despite the account saying I could not pay because my loans were being transferred to Mohela and I had to wait to get my first email from Mohela before I could make a payment.
When my loans were first transferred to XXXX something similar happened but I was not forced to pay twice in 1 month or do forbearance as Mohela told me to do. XXXX treated me very well while Mohela never answers.
I also was not notified my loans would be transferred to Mohela until I attempted to pay in XXXX with my past service loan provider. I would also like a new service loan provider as I find Mohela to be irresponsible. Paying almost {$400.00} in 1 month was not planned in my monthly budget. I do not want a company who also tells me forbearance does not add extra interest or penalizes me when I know for a fact it does and it adds more to my overall balance. This erroneous information is what a more innocent or inexperienced borrowers fall for and then pay the price. The fact that Mohela does not even know how forbearance works is a great concern to me.
On XX/XX/XXXX I officially filed a complaint on studentaid.gov. Mohela had XXXX days to answer ; it is now the XXXX day and Mohela has yet to answer my complaint. Their unresponsiveness to any message and complaint is of great concern. I also do not wish to have a service provider who refuses to communicate at all with me and wish my loans to be transferred to a new servicer who will actually work with me and answer. I decided to officially write a complaint here as Mohela refuses to communicate to anything I have sent them.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loan payments are not being calculated appropriately based on my last filed income certification which was filed in XXXX - family size XXXX, XXXX {$44000.00}. Taxes have always been filed XXXX and income certifications have always been with a family size of XXXX, except for XXXX when it increased to XXXX for a child. My spouse does not have federal student loans.
XXXX - I was switched from REPAYE to SAVE in around XX/XX/XXXX and my repayment amount was initially not adjusted and remained at $ XXXX XX/XX/XXXX - I contacted MOHELA for further guidance for my repayment amount remaining the same and was told that they might update the payment amount, or I can recertify now. I did not wish to recertify my income at this time.
XX/XX/XXXX - My listed monthly payment increased from {$94.00} to {$95.00} XX/XX/XXXX - I contacted MOHELA for clarification on this increase and was told by a representative that all adjustments were final and to expect no further changes. Told that I could recertify with new income information, but declined given guidance by Federal Student Aid that borrowers will not have to recertify their income to be eligible for new SAVE repayment plan and calculations. I was then advised that my payment amount increased to account for interest that had accrued on my account since I last recertified during COVID forbearance. I disagreed with this statement and asked for manager/supervisor review of my account. Told I would receive a call back in ~5 days.
XX/XX/XXXX - I contacted MOHELA after identifying the likely issue with SAVE repayment plan. Using the last certified income of {$44000.00}, family size of XXXX, the repayment amount is {$95.00}, which is exactly the amount listed as my payment amount. The representative confirmed that my account was recalculated on XX/XX/XXXX and the family size was reset to XXXX.
XX/XX/XXXX - I contacted MOHELA and as I had not received a call back from manager/supervisor review of my account, nor a statement. Representative advised they could not see if a manager/supervisor was reviewing account but advised to call back later next week. Also advised that I should receive a statement over the weekend.
XX/XX/XXXX - I contacted MOHELA and requested a manager/supervisor. Outstanding issues : 1 ) Monthly payment amount remains incorrect according to last certified income and family size 2 ) No return call from manager/supervisor for account review 3 ) No receipt of monthly statement - due date of XX/XX/XXXX.
I was told that all payment amounts are final and refused to review my account further to confirm miscalculation of my family size and assist with getting this addressed. MOHELA rep declined to assist with further investigation/discussion about my incorrect payment amount listed and told me I must certify with new income information. MOHELA rep stated that they do not know why I haven't received a call back from manager/supervisor regarding my request for account review and phone call and declined to help with this issue. MOHELA rep identified that I had not received a statement because in submitting documents in accordance with a prior representative on XX/XX/XXXX, their system put me into an automatic forbearance. I requested that this be removed, and they advised this has been requested.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The above has been most of my communication with MOHELA to this point in time. I have attempted to request a review of my account, including justification for the increase of my monthly payment amount for the student loans. I have been able to get confirmation with a representative that my family size was reset from XXXX to XXXX, which is likely the main issue, and appears to be consistent with the new monthly payment.
According to the Department of Education Final Rules and Regulation ( 34 CFR Parts 682 and 685 ) Published XX/XX/XXXX and guidance from the Federal Student Aid, posted date XX/XX/XXXX Electronic announcement ID : XXXX, subject : Loan Servicing Information Availability of Saving on a Valuable Education ( SAVE ) Plan and Updates to the Income-Driven Repayment Plans, borrowers will not have to recertify their income and the new formula for repayment under the SAVE plan will be applied.
I have attempted several times to get my concerns/issues regarding my payment amount not being appropriately calculated to be addressed through MOHELA without having to update my income. Many of the responses I've received from MOHELA seem to contradict the guidance from the Department of Education. I believe I've allowed ample time and enough attempts to get this resolved myself prior to reaching out to third parties such as CFPB and the Federal Student Aid Ombudsman to get this issue addressed.
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| 02/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XXXX - XXXX XXXX of XXXX, my student loans were still held by XXXX XXXX XXXX. At that time, I submitted an employer certification verification form. XXXX XXXX XXXX counted their PSLF estimate based on assuming the qualified dates that would be eligible once the employment certification is counted ( i.e. : if you have 100 qualified, employment verified months, and 5 qualifying, but not employment verified, the tracker would indicate 105/120 payments. ) That form was not processed until my loans transferred to MOHELA, approximately XX/XX/XXXX. When I checked my account in XXXX and XXXX of XXXX, it indicated I had approximately 6 months left until I reached 120 payments, putting me around XX/XX/XXXX being eligible for forgiveness. That number was a change from when XXXX XXXX XXXX held my loans. I did not submit any additional forms between XX/XX/XXXX and XX/XX/XXXX.
When I checked my account on approximately XX/XX/XXXX, MOHELA indicated I had reached XXXX payments. I immediately submitted my form to verify my employment, because on the MOHELA website it indicated that part of the time consideration in determining how long the PSLF process would take would be how recently an employment certification was submitted. I called MOHELA twice on XX/XX/XXXX. I originally called to figure out when the last month would be counted- XXXX or XXXX of XXXX, since the loan disbursement date listed was XX/XX/XXXX. On the first phone call, I was told that I have been eligible since XXXX of XXXX for XXXX forgiveness and that once my form is processed, I will have over 120 payments. I was also told that the XX/XX/XXXX, form that I submitted is counted as the application. On the MOHELA website, it says that process time can take up to 90 *business* days. After doing additional research, I saw that the PSLF process has been taking 4+ months, and that after the application is " processed, '' there is additional wait time until the forgiveness actually goes through. This was never once explained to me. On XX/XX/XXXX, I called MOHELA back. I spent about an hour on the phone. I was asking for additional information about the processing times. I was told that it should take 90 days - never once told business days. I asked about what were the next steps after the form gets processed, and I was told that there is a second process for forgiveness, and despite asking, was never once told how long this entire process should take. I did confirm that nothing was holding back my form other than their processing times. I requested that my paperwork be expedited, as I was never informed that I was actually eligible in XX/XX/XXXX, or that MOHELA tracks the numbers differently than XXXX XXXX XXXX. I was told it could only be expedited if MOHELA made an error. I told the representative that this MOHELA 's error, as it was not accurately updated in XXXX. Moreover, had the number been accurately updated when my last employment verification was completed, and when the loans transferred to MOHELA in XXXX of XXXX, I would have immediately submitted the request for PSLF, and this nightmare would hopefully already be over.
It is shocking and disheartening that I was provided misinformation in XXXX / XXXX of XXXX, delaying my PSLF process. The lack of transparency is causing extreme stress. The constantly changing, lengthy and unclear timelines provided by MOHELA are, at best, insufficient, but also wholly negligent. I understand MOHELA is experiencing a high volume, but without a date certain when my PSLF application will be completed, I am losing out on valuable career opportunities. I am unable to seek better paying employment while I am awaiting the completion of my loan forgiveness. The employment that I am currently seeking would, in no uncertain terms, be a completely life-changing, and ensure financial security for myself and my family.
I have put my ten years in, and then some. Now it is time for MOHELA to do its part. I have completed all of the requirements of PSLF, I have continued to work far past that, and to now not have the certainty when this will be completed is crippling. Every time I think about how MOHELA has treated my loans, I get a pit in my stomach. For them to now 1 ) not have a clear guide on how the process works, 2 ) not have clear, reasonable timelines for how long the process takes, and 3 ) have a huge delay in processing, is simply unreasonable. There is no reason why processing one form should take 1/3 of the available business days of the year.
I have attached two contemporaneous notes. One from XX/XX/XXXX, that indicated I checked my MOHELA account and I had approximately 6 months left before I hit XXXX payments, and the notes from my conversation on XX/XX/XXXX.
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| 11/21/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Keep getting calls about your loan
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Web |
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I had my student loans on auto payment from XXXX until XXXX. I took it off because I could not pay my medical bills and living expenses because of the amount I expected to pay monthly. The amount that would be taken out was {$1100.00} a month. I make {$1200.00} twice a month. I called XXXX and Mohela ( both are in charge of my loan ), to talk to them about my options. When I spoke to representatives from both companies, I was given conflicting answers. I first spoke to Mohela, the representative said that I had to get a forbearance and/or have my amount changed monthly from XXXX. I then called XXXX, and their representative said that I could only get a forbearance from Mohela and that the only way I could get my monthly amount changed was through refinancing, but that they don't recommend that because the interest rates were higher and then my monthly amount would increase. I told both representatives that I could not pay {$1100.00} monthly and that I hadn't been paying my medical bills for months because of this high amount.
They both said that everything would be fine as long as I was putting money towards my balance. However, they had already taken out my amount automatically for XXXX, so I canceled my auto-pay so that I could pay off my medical bills in XXXX. I did not have money to put into my balance at all in XXXX as I was putting that money into medical bills, prescriptions, and necessities. I paid {$100.00} in XXXX as I had missed work quite a few days because I was sick for most of XXXX. This month I put {$1000.00} to my balance because a man claiming to work for XXXX had called my father threatening a lawsuit if I did not pay {$33000.00} that I owe in back pay. This was a lie. I owed {$3300.00} the day that this man threatened my father, XX/XX/2023. I paid {$1000.00} to calm down my father. I now have a medical bill that I am unable to pay until my next paycheck.
At the same time, between XXXX and XXXX, I was trying to get forbearance, so that I could keep the back pay from increasing. However, I would wait a long time on hold and when I finally got through, the representative on the line would say that they were unable to help me with this, even though I had picked the option for a forbearance representative. I would ask if they could transfer me to someone who could. As this occurred multiple times, I would get these excuses : the person to speak to has already left for the day and I will have to wait for them to call me back tomorrow, or they were told that I would be called back by the correct authority. I never received any callback. When I refused to hang up and wait for a callback, the representatives would hang up on me. I was eventually able to get a representative to help me at the beginning of XXXX to apply for forbearance. I did so and was denied.
Just last week my father was once again threatened by the man saying that he worked for XXXX. After a while, I finally was able to get a representative to give me contact information to someone supposedly in charge of my account. They only had her email. I emailed her XXXX days ago and went over everything that I have already written here. All she sent back was " Looking at your account you have a past due amount of XXXX. Your next payment XXXX is XXXX. Feel free to reach out to me if you have any questions. '' She did not answer whether this man actually worked for the company or if she would be willing to tell this man to quit threatening my father.
On XX/XX/XXXX, I was sent a demand letter from a law firm claiming to be representing the man who worked for XXXX, demanding that I pay {$3300.00} by XX/XX/XXXX and that I had to get in contact with this man. As stated previously, I paid {$1000.00} on XX/XX/XXXX to quell my parents ' fears. I do not owe {$3300.00}. According to my online statement, I owe {$2300.00}. I was also told by the woman who I was told was in charge of my account at XXXX that I only owe {$65.00} in back pay. Also, no one has confirmed with me that this man actually works for XXXX. I have asked both the woman supposedly in charge of my account and multiple representatives and no one will answer the question.
I don't know what else to do at this point. I have been trying for months to get this sorted and instead, I have a man calling my father to threaten him, giving the wrong amount that I owe he doesn't even know my name, has no help from any representatives, and this man now having a law firm getting involved. I don't trust this man like I said, he doesn't know my name, doesn't know my actual amount, and keeps calling my father instead of me. Also, no one will tell me if he even works for the company.
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| 05/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I have been attempting to apply for the PSLF program since XX/XX/XXXX. First with XXXX XXXX who kept kicking my application back for various reasons. When they closed, my loans were transferred to XXXX XXXX. They referred me to MOHELA for all of my PSLF needs. I am an employee of the state of Texas. I flat out qualify for their program.
The issues are as follows : XX/XX/XXXX - application received, processed. Indicated that a notice had been sent, but this was not true. I was required to reapply for PSLF as MOHELA stated that I had an outstanding loan consolidation application and instructed me to contact XXXX. XXXX XXXX had incorrectly told me to reapply for loan consolidation. XXXX indicated that I did not have any outstanding applications and let me know that they had closed the application and canceled it as my loans have been consolidated since XXXX. I had to reapply to the PSLF program and they said that it would be assigned for review. Never got an update.
XX/XX/XXXX, application received, processed. Indicated that a notice had been sent, but this was not true. My application was again kicked back due to this unprocessed consolidation application that does not exist. I had to apply for another review/appeal and resubmit my application. At that time, the support staff told me that my application looked perfect and that there should be no reason that it was denied again.
XX/XX/XXXX - I contacted MOHELA as I had not heard anything regarding my previous appeal. I spoke with two representatives that day. My application was once again on hold due to the nonexistent loan consolidation application. At this point, I had not received a single letter or email from MOHELA regarding ANY of my applications. Per the support staff, there were no notes on my account related to the previous review or application and there was no documentation in my activity section. I was told that there is no formal notice indicating anything until your loans are fully transferred to MOHELA. When you apply for PSLF, your loans are automatically transferred to MOHELA. ( This is not true ) She stated that I would get notification of approval or denial when that happens. Once they look at your loans, they process the application. My application was submitted for supervisor review. But it was indicated that they could not provide me with any sort of reference number or proof that my case was being reviewed and she would not provide me with a name or ID of the person reportedly conducting the review. It was stated that a supervisor had to manually request my loan transfer. She indicated that I would be contacted by someone, in some capacity in 7-14 days. This never happened. I was also told to resubmit a portion of my application because there could be potential issues. This was immediately closed as a duplicate application.
XX/XX/XXXX - I signed in to look at the status. It shows that the loan consolidation application is STILL pending. I contacted XXXX and it literally does not exist in their system. They do not understand why MOHELA has this in their system. StudentAid.gov has no open or pending applications or cases for me. My loans have been and are still consolidated. Currently, my PSLF application is on hold due to the consolidation application. They keep saying that I applied for loan consolidation and that my loans were not financed within 60 days. I have no idea what this means. They are also saying that they are in the middle of trying to verify my employment. My application was signed TWICE by an HR manager in my agency. I do not know what else they want. My calls disconnected three times and not a single person called me back even though they ask if they can and verify your phone number. I am on hold for the second time today. I have been on THIS call for an hour. I am unable to speak to a supervisor or anyone that can explain anything to me.
I have been attempting to apply for PSLF for over a year now. XXXX XXXX gave up on everything once they decided not to renew their contracts and now all of the work is being piled on MOHELA. Every single time I call, I get a different answer to my questions, no one knows what is going on and they literally have misinformation posted on their website. I applied before the XX/XX/XXXX deadline to have ALL payments reviewed and counted, including some periods of forbearance counted. None of this has happened. MOHELA will not communicate with consumers or process applications or update their website, but they want us to pay them for our loans. This entire experience has been unacceptable. I am concerned about future dealings with this company.
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| 06/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Older American |
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My name is XXXX XXXX, I am a soon-to-be ( XX/XX/XXXX ) XXXX old single, XXXX citizen. Due to XXXX XXXX conditions ( XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX ), I plan to retire effective XX/XX/XXXX, after serving the State government for over 18 years. At that time, my income will be decreased by more than 60 %. Therefore, it is really important to me to know exactly how much loan forgiveness I am eligible to receive.
At the urging of my employer, I applied for the Public Service Loan Forgiveness waiver. I completed the application and on XX/XX/XXXX, my employer verified by employment and faxed my application to the US Department of Education, XXXX XXXX. Following is a timeline of events, correspondence and conversations I have had with XXXX and Mohela : XX/XX/XXXX PSLF application faxed by employer to XXXX XXXX XX/XX/XXXX Received a letter from XXXX acknowledging receipt of my PSLF waiver application. The letter also stated that XXXX would reach out to my loan servicer XXXX XXXX XXXXXXXX XXXX to request a transfer of my owed loans XX/XX/XXXX Received a letter from XXXX advising that over the next couple of months, action will be taken on my account XX/XX/XXXX I reached out to XXXX for a status of my account and was informed by XXXX that Mohela would be the processor for my PSLF waiver application. I contact Mohela on that same day and was told that Mohela does not have my PSLF waiver application XX/XX/XXXX - I uploaded my PSLF waiver application to Mohelas XXXX XXXXXX/XX/XXXX XX/XX/XXXX During this period I called Mohela to ask about the progress of my PSLF waiver application. I would get an array of responses, ie. there is no record of my account, they received the upload of my completed application, however, it takes 30 60 days to process. I did not push too much because I was aware of the lawsuit filed by XXXXi on behalf of Mohela, to the Supreme Court, so I figured the organization was in disarray and I that I would contact them again when things settled down XX/XX/XXXX I contacted Mohela and spoke with XXXX. XXXX advised me of the following : o Mohela processed my faxed documents in XX/XX/XXXX o Mohela approved by employer as of XX/XX/XXXX o Mohela should have received the transfer from XXXX XXXX 60 90 days from XX/XX/XXXX o XX/XX/XXXX, XXXX at Mohela would request a manual transfer of my loans from XXXX XXXX o I informed XXXX that I received an email from XXXX XXXX on XX/XX/XXXX, stating that XXXX would be my new loan servicer as of XX/XX/XXXX o XXXX informed me that they have just requested the transfer from XXXX XXXX today! It will take 30-60 days for Mohela to receive the XXXX and that I should call back then.
XX/XX/XXXX I called Mohela and spoke to XXXX. XXXX told me that the transfer from XXXX XXXX was still in progress ; it takes 30-60 days to receive and that I should check back in XXXX XX/XX/XXXX I called Mohela ( did not get the name of the person I spoke with ). However, I was told that the loans had been transferred from XXXX XXXX but the loan information has not yet been added to my account ; that it takes up to 20 days for the information to appear in my account and that I should call back after 20 days.
XX/XX/XXXX I called Mohela and spoke with XXXX XXXX XXXX XXXX. She told me that Mohela has not received the transfer from XXXX XXXX and that they may have to do a manual transfer. I told her that Mohela told me that the transfer was completed in XXXX by XXXX of Mohela. After approximately XXXX minutes on the phone with XXXX, she told me that she spoke with her supervisor and that they would expedite my situation to upper management.
At that point, I was so frustrated that I asked to speak with a supervisor. She transferred my call to XXXXXXXX XXXX XXXX XXXX, a Customer Service Supervisor. XXXX told me that they had received the transfer and was checking as to why it was taking so long to show in my account. After approximately XXXX minutes on the phone with XXXX, she told me that they never requested the transfer from XXXX XXXX and that they would now have to request a transfer from XXXX. The transfer from XXXX would take 30-60 days.
It is my plea that someone can assist me immediately. I do not want to spend my XXXX XXXX XXXX XXXX XXXXXXXX and worried that my social security and/or pension may be garnished because I may have to make the choice between feeding and providing shelter for myself or paying this debt!
This system is supposed to work ; why not for me!
Thank you for your consideration, XXXX XXXX XXXX
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| 12/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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Complaint written to Mohela XXXX XXXX : " I just came from the store getting groceries and the household goods with a full cart. My account balance was XXXX so of course, my payment did not go through for my goods. This is because the several times that I attempted to take myself off of auto payment apparently did not go through. And it isn't an option to message regarding this matter. And the last 2 or 3 phone calls that I had with an agent I brought it up, as I was panicked. I was reassured that it was only " pending status '', and it would not go through ... that things were still being sorted out. So knowing that my payment is coming due and that I was very broke this time of year, I had to make sure to divide the payment that I could afford- the save pmt amount I was quoted- ( or at least try to ) In half for this month to make sure that it was paid by XX/XX/XXXX in full .... So since i've already made a payment this month, I for dang sure did not expect to have you Guys still pulling a payment out!!! I do not authorize you guys to take any payments out of my account. You're unavailable by phone anytime I call, You don't know what you're doing enough to even give me correct information when I do reach someone, Can you left my family completely strapped with a XXXX balance for XXXX month. Thank god it wasn't the mortgage that bounced.
Fix this and put the money back in My account. I am perfectly capable of maintaining payments on my own. Although now I wish I hadn't. And fix my payment amount to match what it was supposed to be doing the save plan... I can't afford these payments.
XXXX '' ( Then I start my long three day shift the XXXX working nights... Have to handle this when I am able ) XX/XX/XXXX : after nearly 1 hour and being disconnected once, I was assured the payments were being refunded that were taken without permission and the autodebit is removed for sure this time, I heard the same Disclosure Read to me for probably the fourth time That I am not going to get the teeny little 0.25 % Reduction from the interest rate I'm already being charged if I choose to remove the Auto payments that they were forcing on me. I was supposed to have been placed on a Forbearance due to their processing delay. Not only should I never have been debited in the first place, I also never should have been charged or even Due before XX/XX/XXXX by their own record, and I was charged an inflated amount rather than the amount that I owed!!!
I am told I can now expect my XXXX pmt not due XX/XX/XXXX for the corrected amount of {$170.00}... Which is how much it was supposed to have been anyway. I confirmed with the " advanced agent '' I was transferred to who was helping me, that the payment I had already sent them ( days before I knew about this ) Would just leave the second payment that I would send of {$86.00} to bring me current for XXXX payment. He confirmed that my refund Was submitted and will be processed, And I would be getting documentation That might have incorrect dates on it, But in the system he will have fixed it to reflect what it needed to to fix my forbearance So that it would show current that you're my refund can process.
I will reset my payments I deleted from my bank to continue.
XX/XX/XXXX : I received emails from Mohela at XXXX, and Rather than the documentation stating that that auto pays had been deleted and my money had been refunded, They were Confirmations that 3 more auto debits had been scheduled- entered XXXX!!!
Which doesn't make sense because it's after They're ours of operation, So of course nobody is there to answer for it or fix it ( Not that they ever have or plan to!! ) And then I called my bank XXXX So I could file It dispute Against the Charges and block them from sure charges. Of course, they were also closed for Customer service, When the government treats you this poorly and violates you're rights .... and takes money that they are Given permission to and breaks promises To make it right, And instead Blatantly proceeds to do it again...
Who protects us?! Where's the XXXX XXXX XXXX That will take on good crooked federal agencies?? How's this allowed to continue?
They did not have permission to debit my account, I made every attempt to correct it and to allow them time to correct it. Even after apologies and promises to fix it. I never saw that happen, and the only documentation I received since was plans to debit the account that they are not authorized access .... yet again!!
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| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for consolidation through student aid.gov, as well as the IDR Save payment plan. I specifically applied for this plan as I am pursuing public service loan forgiveness. I applied for both consolidation and the Save plan XX/XX/XXXX. I received my XXXX bill, I was set up for auto pay only to receive a late payment notice. Auto pay did not work. I then paid my XXXX bill manually, and I turned off autopay. Five days later, my account was drafted for another XXXX payment through the autopay that I had disabled. I called three times, waited on hold for up to ninety minutes each time to get through to a human. The first two times, after waiting 90 minutes, mohelas agent placed me on hold only to disconnect my call. The third time I did get through to an agent and they were able to make my secondary XXXX payment credit to XXXX.
My loans officially consolidated XX/XX/XXXX, and I was placed in a consolidation forbearance prior to my payment due date of XX/XX/XXXX, so my XXXX payment was superfluous.
I was placed on the Level/standard plan XX/XX/XXXX. This plan is not eligible for pslf, so I called and asked why I was placed on this plan. They told me that my IDR plan was still processing and to wait 5 business days and call back. When I called back, they told me there was a glitch in their system and that they were escalating my application and to call back in 5 business days. When I called back, they said the application was on the desk of the manual reviewer and that it should be done within the week. I called back XX/XX/XXXX only to be told that there was still a glitch in their system, that it was an error on their end. They placed me on an administrative forbearance XX/XX/XXXX through XX/XX/XXXX to figure it out. I asked if I needed to resubmit a new application, and they said no, but they would escalate my application again. I asked if that would reset the processing time and she said no.
I called again XX/XX/XXXX and asked for an update, they said to wait 15 days and call back XX/XX/XXXX, as that is the only day they can extend the forbearance.
I called today, XX/XX/XXXX, and received a case number for the first time. They stated they would extend my administrative forbearance until XX/XX/XXXX.
I asked the agent today, XXXX, to update me about my application. She told me that my consolidation never finished processing, and that that was the reason my IDR application was not processing. This is not true. My loans are consolidated and I had a Bill due XX/XX/XXXX, and I told her this. She put me on hold several times and was unable/unwilling to escalate me per my request to a specialist or supervisor. She told me there is a paper trail of all the times my application has been reviewed and all the times Ive called, but she only was able to list XX/XX/XXXX ( reviewed and noted as having an error with no further information ) and XX/XX/XXXX ( assigned to a new agent, marked as in review ). There is no record of my other calls or the other times the agents told me they would escalate my application as previously noted in this complaint.
Today I was told that there is a note ( did not disclose the date ) saying the error had been fixed and that I needed to wait 15 days from XX/XX/XXXX. The note attached to my request to escalate my XXXX application from XX/XX/XXXX is only noted as a review of my PSLF forms.
I am so fed up and frustrated with this company. The info and dates they have on their end does not even match with what is listed on the website in my account. They give wrong information, mess up what you have asked them to do ( review IDR vs PSLF ) and constantly tell you to just keep waiting while screwing up at every turn.
I have 9.5 years of PSLF eligible and qualifying employment and I am being made to work for low income employers for longer than necessary due to being placed on an ineligible plan by an incompetent loan servicer. I was on PAYE ( an eligible IDR plan ) prior to this consultation and save application, and I am furious that mohelas incompetence is making it so that my months of hard work do not count towards the forgiveness guaranteed to me by law when I took out these loans. I am doing everything in my power to meet the requirements for Pslf, earning half the wages I could earn if I worked in the private sector. I have paid advice and beyond the total of my original loans over the last 9.5 years and with interest my loans are larger now than they were when I started.
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| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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Prior to the pandemic, my federal student loans were serviced by XXXX XXXX. When the forbearance and 0 % interest period began, I paid off two of my federal student loans. Then, once XXXX XXXX contract with the federal government ended, I was moved to MOHELA as my federal student loan servicer. After that transition, I requested a refund of monies paid toward my student loans per the CARES Act and received {$10000.00} back through the Department of Education. That refund was received in XX/XX/2023, when the 0 % interest period was still active.
This amount equaled the principal balances of all monies paid toward those two federal loans in addition to payments made to two other federal student loan balances. In a financial activity summary I received from MOHELA, the amounts returned to the principal balances of each loan sequence directly equal the amount of my refund.
However, with the two sequences that were paid off, additional interest balances were added to the account. I repaid each of the principal balances of those loan sequences in XX/XX/2023, again during the 0 % interest period, but still have interest balances owed.
I called MOHELA on XX/XX/XXXX and was told that I must have owed interest prior to the pandemic ; I disputed this claim ( as I had paid extra toward my student loans every month since graduation ) and asked for evidence that this interest was owed. I was told that this issue would be investigated and that I would receive a response from MOHELA within 3-5 business days.
I did not receive a response within 3-5 business days and followed up via the messaging feature twice to no response ( the messages were later " answered '' only to say that MOHELA saw I called and " assumed my issue was resolved '' ).
I then called again nearly a month later on XX/XX/2023. The associate let me know that the inquiry had been marked as resolved with no follow-up. However, this associate was more committed to working through the issue and finally came back with the response that the interest was supposedly interest I had paid that was refunded back to me from the Department of Education.
It was then that I laid out the math previously stated : that the principal balances returned to each of my loan sequences exactly equaled my refund through the Department of Education. Therefore, if I had paid toward any interest, I certainly was not refunded it, nor could I owe it. I was told once again that it would require further investigation and I would receive a response within 2-3 business days. I then received a case number for my request for documentation of the interest balance.
I called back on XX/XX/2023 to inquire about my case ( total hold time : over three hours ) and was told that cases can take up to 30 days from when they are initiated ; in asking for a decision date, I was told no later than XX/XX/2023. About a week later, ALL of my loan sequences were placed on forbearance with an end date of XX/XX/2023. I did not request this, nor was it communicated to me until it happened. I did, however, pay a monthly payment on all of my loan sequences ( per the guidance of the associate from my XXXX XXXX phone call, when I asked what I should do, since those loan balances were now accruing interest. That associate also said I would be refunded if the case was found in my favor. ).
It is XX/XX/2023 ; I was on hold for two hours and the associate said the case was still open and she would have to transfer me to a higher agent who would " call me back '' ( since I had to work ). I have not received that follow-up call.
In general, MOHELA does a poor job of documenting issues in a way that the consumer can access. I am only so certain of these conversations because I have recorded every phone call. I received multiple, conflicting answers to my question and sheer lies about the timelines of my requests. My first inquiry was opened and closed without documentation. My case number and status is not visible to me on MOHELA 's online platform ; it was not emailed or otherwise documented ; I only received the number verbally when the case was opened. My loans were placed on forbearance without my consent or acknowledgement.
I am thoroughly annoyed by MOHELA 's practices and firmly believe that I do not owe the balances on two of my loan sequences. I can not find any documented evidence that I do owe these balances, and apparently, neither can they. I ask that these loan sequences are discharged.
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| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been transferred to a new student loan servicer called MOHELA ( this is the fourth servicer I have been transferred to, many of the past services found guilty of malfeasance ). My last servicer had an option to make principal-only payments beyond the regular monthly payment by checking a box in one 's account. I have found that MOHELA has for some unexplained reason decided not to offer this option. Last week and spoke with a representative about making such payments, and they said I could either mail a check with instructions (? ) or make a payment online and tell a customer representative that the recent payment is to be made towards the principal only. After my regular monthly auto-debit payment went through on XX/XX/XXXX, I made payments to MOHELA totaling the principal amount, {$100000.00} on Friday XX/XX/XXXX.
I called MOHELA on Monday XX/XX/XXXX and spoke with a trainee, who said I could not apply payments to the principal, which is wrong, but as this was a trainee I explained these were payments made after the original monthly payment. The trainee said it was above his ability and so transferred me to an advanced representative who was apparently able to process the request for MOHELA on that same day. I asked for confirmation of this request to be sent to me, but he said that this was not possible, however, I should wait 2-3 business days for the request to be processed and check my account for this confirmation.
I checked my account today, Friday XX/XX/XXXX, and the request had not been applied, and there wasn't any evidence that it had even been made. What's more, I could see that this huge ( for me ) payment was made to the interest and the principal, not as I instructed.
I called this morning, and received another trainee, who transferred me to another advanced representative, who said that, again, I was not allowed to make payments towards principal. I said this was wrong, and asked to speak to a supervisor. After putting me on hold multiple times, the representative told me I could not speak to her supervisor and that I was given " wrong information '' by the other representatives, and that she could not help me out. She saw the record of my conversation from Monday, but nevertheless said that the request made last Monday could not be made, which, again, is just untrue.
After I insisted this could in fact be done, she lost her temper at me. I said I nevertheless needed to speak to someone else who could help me out. After waiting another hour plus on hold, I finally spoke to someone else at MOHELA on the supervisor level, who supposedly made some other additional adjustment on my account ( adjusting the payment to next month, rather than XXXX, which is not something I requested at all, but was apparently the reason the request was not going through ) and said my request should be completed within 5-7 business days. I asked once again if I could have record of this request given the previous conversation, and the supervisor level representative said this wasn't possible, but, again, to look out for confirmation in my account as before. This supervisor level representative said they weren't sure where the previous advanced representative got their information. I have still have no record or extra assurances that I will not have to call back again, for the third time, next week and make sure MOHELA is doing their job.
I've had issues with student loans servicers in the past, and have raised flags before about what seems to be deliberate opaqueness built into the system. This is my first month with MOHELA, and this is was by far more frustrating than my past experiences. My previous loan services simply lost paperwork and weren't able to give me basic information on my loan payments, which was bad enough -- Unlike MOHELA however, they did not start arguments with me about what can and can't be done with payments, and did not tell me that I was not able to receive confirmation of steps taken along the process. Further, you would expect that after being transferred from one servicer to another an improvement in service will be part of the package -- How does MOHELA justify not including an option to make payments towards the principal through your own account? This is not negligence or incompetence, it is the design of a system that takes a very cynical view towards students ' actual ability to pay students loans off, and is tailor made to mislead and confuse.
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| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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I have been attempting since XX/XX/2023 to get my payment amount corrected with Mohela. According to multiple applications through the FSA website, Mohela website, and with phone applications, my payment should be {$0.00}. However, they continue to post it as {$0.00}. Every time a ticket has been submitted or I have been told that they are fixing the payment amount to the correct amount of {$0.00}, it never happens. Many of my applications are marked as duplicate or sent back with a continued payment of {$0.00} even though the calculators and Mohela themselves have stated the payment is supposed to be {$0.00}. This is in addition to multiple attempts to have my payment counts under PSLF updated as I have at least 4 payments that previously showed as qualified payments under Mohela 's tracking system and have since disappeared all together from my tracker. Mohela is not meeting its contractual requirements to respond to phone calls in a timely manner, secure messages within a timely manner, or to accurately calculate payment amounts, process applications within a timely manner, or to accurately report account information. As to date they have absolutely refused to accurately document all of my monthly payment statuses. I am still actively missing 23 payment months from my payment tracker. They have stated that this is FSA 's responsibility and not theirs. However, their contract states otherwise and some of these payment statuses were previously listed on their website.
With this being said, my most pressing concern is that for over 6 months and with multiple applications through Mohela and FSA, they continue to not correct my payment amount which is supposed to be at {$0.00} and is still listed at {$0.00}. Further, they are instructing customer service reps for PSLF to actively deny access to knowledgeable PSLF supervisors and to actively put customers on hold while they " contact '' a supervisor rather than simply connecting them with a supervisor. Then after extensive hold time, these reps will come back and say they have instructed by a supervisor to do a, b, c and submit requests that never actually get submitted. When you demand to speak directly to said supervisor they actively refuse or connect you back to the original wait line for a normal customer service rep. Alternatively, if they have deferred the time long enough and then finally connect you to the supervisor line, it is past hours and they refuse to answer. They give you an option for a supervisor to call you back and if you leave your number, they never call back. I have had reps tell me on more than one occasion that they are putting in requests to stop my current {$0.00} payment from processing or to change the payment to {$0.00} and none of these requests are recorded when I call the next rep and none of them have reflected on my online account.
In one instance, I had a rep lie to me and say he was a supervisor and when I caught him lying, he lied again and then started actively talking bad about me to his peers with me still connected on the line so I could hear everything. When I called him on this he then proceeded to connect me to the Spanish PSLF line to get rid of me after telling me he would connect me to a supervisor because the PSLF supervisors actively told him he was not allowed to transfer me to them.
At this point in time I am considering all legal options to resolve the inaccurate information on my account to include my payment amount, payment tracker, and the active role on the part of Mohela in denying customer service access to knowledgeable PSLF representatives and supervisors and multiple points at which they are failing to meet their contractual obligations.
My XXXX as used to calculate the SAVE payment is {$42000.00} which all calculators state should result in a {$0.00} payment and Mohela has acknowledged that this is supposed to be my payment amount but has yet refused to fix the error or said they are fixing it and there is no documented instance of it being fixed on my account.
I have 23 missing months on my payment tracker which do not show up as eligible or ineligible. They are simply missing. At least 4 of these payments previously showed as eligible prior to consolidations and have not been added back in post consolidation.
I have multiple IDR applications on my account marked as duplicates or cancelled rather than processed to accurately reflect the appropriate payment amount.
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| 10/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela has incorrectly denied my PSLF application, provided incorrect and conflicting information, and failed to give me credit for payments that are eligible and qualified based on the limited PSLF waiver. I consolidated my loans in XXXX of 2022 and was transferred from XXXX to Mohela. It is important to note that prior to consolidation, I had 104 qualifying payments that had been processed and approved by XXXX.
I consolidated under the terms of the waiver, which states " Periods of repayment on loans before consolidation count, even if paid late or for less than the amount due '' count towards PSLF. ( Quoted from studentaid.gov, XX/XX/2022. ) According to a letter from Mohela dated XX/XX/2022, I was denied PSLF " NOT ELIGIBLE : Based on our review, you do not have any eligible loan types. Under federal law, PSLF and TEPSLF are only available for loans made under the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Direct Loans ). However, loans made under other federal programs may qualify if you consolidate them into a Direct Consolidation Loan. '' This is incorrect. Both of my loans are direct loans and qualify for PSLF.
Mohela further stated in that letter : " Only payments you make on the Direct Consolidation Loan will count toward the required 120 qualifying payments for PSLF. '' This is also incorrect as I consolidated while the limited waiver was in effect. It directly contradicts the terms of the limited waiver and is obvious misinformation intended to mislead borrowers. I would not ordinarily ascribe nefarious intent to such misinformation, except that I then received multiple letters, all from Mohela referencing my account, that stated this same misinformation.
On XX/XX/2022, I received five separate letters from Mohela. In two separate letters, both dated XX/XX/2022, they said I still needed 119 payments to qualify for forgiveness. Again, by my count, I should have 115 qualifying payments. Two other letters, also dated XX/XX/XXXX, proclaim I am not eligible because I do not have any eligible loan types.
A final letter states I am not eligible because I am not employed full time. " NOT ELIGIBLE : According to the information you provided on your application, you do not meet the qualifications for full-time* employment. If we receive another certification of employment from another qualifying employer for all or a part of the time period listed on your application, we will determine if, together, your employment meets the qualification for full-time employment and determine if you have made the required 120 qualifying payments necessary for PSLF or TEPSLF. You must be working full-time for a qualifying employer at the time you apply for forgiveness and at the time the remaining balance on your loan ( s ) is forgiven.
*Full-time means working in qualifying employment in one or more jobs : An annual average of at least 30 hours per week or, for a contractual or employment period of at least 8 months, an average of 30 hours per week ; or Unless the qualifying employment is with two or more employers, the number of hours the employer considers full-time; whichever is greater. '' I have been employed full time, working 35-40 hours a week, by a public school system for the past twelve years and prior to that I was a long term substitute teacher working 35-40 hours a week for a public school system. This employment information is unchanged from my prior approval by XXXX and no information is provided as to why my employment, which previously qualified, no longer qualifies.
As you can imagine, this erroneous and conflicting information has caused me great distress. Receiving one letter with such information may be a mistake but multiple such letters can only be reasonably seen as an deliberate attempt to mislead borrowers.
I have attempted to call Mohela regarding these issues. On three separate calls, the number listed on their website resulted in a busy signal. The two times I was able to get through, I was told there was a wait time of an hour, and an hour and a half, to speak with a representative. There were no other options presented. Emails sent to their customer service center are unanswered. I am left with no recourse and no way to resolve issues.
I would like this matter addressed and for my account to be reviewed in a timely and transparent manner, ultimately restoring to me the correct number of qualifying payments and processing my loan forgiveness.
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| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have 126 eligible payments toward PSLF and have submitted qualifying ECFs for all of them since XX/XX/XXXX and due to MOHELA errors, am still awaiting my loan forgiveness that I should have been eligible for six months ago. Details as follows : I submitted my initial application for PSLF program to MOHELA on XX/XX/XXXX with four ECFs covering my qualifying employment from XX/XX/XXXX to XX/XX/XXXX. After a 90 day wait, only the top form for my most recent employer was approved from XX/XX/XXXX to XX/XX/XXXX. I called on XX/XX/XXXX and spoke with MOHELA rep, XXXX, and was told that the other three forms could be seen and everything looked correct and qualifying on them but that they had been unfortunately " missed '' and she was going to resubmit with notes that these forms were previously missed and unfortunately that meant another 90 day wait. In XXXX, my loans finally moved from XXXX to MOHELA for servicing and I went ahead and submitted another ECF for my current employer to get the months from XX/XX/XXXX to XX/XX/XXXX included since that should qualify me for forgiveness.
On XX/XX/XXXX, the forms that were resubmitted on XX/XX/XXXX and my form from XX/XX/XXXX were marked cancelled as " duplicates '' which is obviously inaccurate. I called and spoke with XXXX who said she would submit for re-processing, again " marking '' them as being missed, etc. I asked if this would mean another 90 day wait period, and she said hopefully not, so I asked for a supervisor to make sure. I was on hold for 45 minutes and then spoke with XXXX who told me that XXXX put in for a 3-5 day reprocessing which is the most expedited review they can do and assured me that the ECFs were marked as needing to be looked at for expedited re-processing due to their errors.
On XX/XX/XXXX, these most recent resubmissions showed in my account online as cancelled and as processed. I did an online chat with MOHELA rep, XXXX, who tells me that my updated form for my current employer has been approved and employment is now certified from XX/XX/XXXX to XX/XX/XXXX. When I ask about the former three employer forms, she tells me she can see they still have not been processed. She says she's going to resubmit them again, and AGAIN tells me she is " marking '' them as being reprocessed several times and asking for expedited reprocessing but it could take up to 14 days. She can not put me through to a supervisor via chat and says I'd need to call for that.
On XX/XX/XXXX, the most recent submission from XX/XX/XXXX says processed in my online account. I get on chat with MOHELA rep, XXXX, who tells me that she can see the three forms have STILL NOT BEEN PROCESSED and that there's no indication as to why and that the " notice '' that is pending is just an updated payment count. She suggests I call for a supervisor since she can see how many times I have tried to address this issue. I call and speak with MOHELA rep, XXXX, who attempts to tell me that the forms have been processed and approval will take 7-10 days to show up in the system. When I ask if she can see that they actually reviewed the forms and that they are in for approval, she tells me, " well, they weren't denied, '' which I tell her is not the same thing. She again tries to tell me that there would be no way to know if they've been processed for 7-10 days and I ask for a supervisor.
After an hour on hold, I speak with XXXX, who tells me that, in fact, my three ECFs that they have had on file since XX/XX/XXXX have still not been reviewed/processed. He offers to resubmit them again and " mark them '' as an ongoing issue. When I push back on this because it will be the FIFTH time these forms have been submitted, four of which are due to their errors, he tells me that he is resubmitting to the customer advocacy team and that this is different than the regular processing team that was reviewing them previously and it should be resolved in 3-5 business days. When I mention asking for another supervisor, he tells me that due to call volume he would not be able to put me through to another supervisor.
Every customer service representative has been as nice/polite as can be, but ultimately they have provided inaccurate and unhelpful information and the team at MOHELA has failed to review the same forms FIVE times now, holding up my loan forgiveness which I have earned via public service. This is shameful.
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| 09/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My federal direct student loans were consolidated and transferred to MOHELA in XX/XX/XXXX ( applied at the end of XXXX and received confirmation letter dated XX/XX/XXXX ), so that I could take advantage of the benefits of the limited PSLF waiver. I made a large number of payments under my last servicer postXXXX XXXX, XXXX ( over {$80000.00} ), but have not made any with MOHELA yet, as my job and financial situation have changed.
On XX/XX/XXXX, I called and requested a refund under the CARES Act of all payments I had made since XX/XX/XXXX ( again, I believe this is over {$80000.00} ). I spoke with a representative and explained the situation. I explained that I have consolidated and transferred my loans and that the payments were " pre-MOHELA ''. I was told this would " absolutely not '' be a problem. The representative was not able to see my previous payments, as they hadn't transferred over yet, but said that the Dept. of Treasury would provide that information when MOHELA sent them the request. I was told it would take about 5 days for MOHELA to process my request before sending it to Treasury and then 30-45 days for Treasury to process the request, perhaps longer for the actual refund to hit my account because it is a large amount. At this time I was told that the refund would be issued to me via the same method use to make the payment ( i.e. to my bank account ) On XX/XX/XXXX, I called MOHELA back to confirm that my refund had been received and was processing. The representative confirmed that my request had been received but was not processing yet. I was again given a 30-60 timeline to receive the refund and was again told that the refund would be sent back to my bank account.
On XX/XX/XXXX, I called MOHELA for an update. I was told that the refund would take up to 30 days ( from the date of initial request ) for the refund to process on MOHELA 's end, but that it hadn't started processing yet. The representative said that I should see my balance increase within a few weeks. I was again told that the refund would go to my bank account.
On XX/XX/XXXX, I called MOHELA for an update. I was told that the refund was processing and that it had been sent to the Dept. of Treasury. This representative then hung up on me.
I called MOHELA back on XX/XX/XXXX. After initially being told that the representative could not help me, I spoke with a manager who told me that my refund request had been sent to the Department of Treasury on XX/XX/XXXX. I was given an estimate of 60-90 days from XX/XX/XXXX. This manager also said that all checks would come via mail, that there was no direct deposit option. I was also told that my MOHELA account balance may not update until " the checks are cut. '' On XX/XX/XXXX, I called back for an update as it has now been over a month since my initial request. I was told that MOHELA actually had to make TWO refund requests for my account - one for my pre-MOHELA payments and one for any MOHELA payments. The MOHELA-payments request had been sent on XX/XX/XXXX. But, again, that's for {$0.00}, as I've made no payments through MOHELA. My actual refund request, for pre-MOHELA payments, had not been sent to Dept. of Treasury at all and was still " pending '' with MOHELA. Further, the representative would not give any timeline at all. She wouldn't even say whether I could expect a refund this calendar year or if it could take up to 12 months.
Every time I have called MOHELA, I have received different information. It has been over a month since my original request and MOHELA has not even processed my pre-MOHELA refund request ( the MOHELA-payments request is nothing, so it isn't helpful ). I have not seen my account balance update, nor have I received any refunds. I was originally told that it would take around 5 days for MOHELA to process my request and send it to Treasury. It's now been over a month and my refund request is still " pending '' with MOHELA. No one can give me a straight answer. No one will tell me what is taking so long or why other requests are moving so quickly while mine stagnates.
I ask MOHELA to finish processing my pre-MOHELA request, update my balance accordingly, and send the request to Treasury as soon as possible. If they can not process it and send the request out immediately, I ask MOHELA to tell me, in detail, why and what they are doing to remedy this delay.
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| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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At the end of XX/XX/XXXX I called MOHELA to update my employment status ( I was unemployed since XX/XX/XXXX and struggling to find a new job- now employed as of XX/XX/XXXX ) and to inquire about the XXXX plan before enrolling. Aligned with media, Department of Education, and Biden Administration messaging on the plan, the MOHELA agent confirmed there is 0 % interest under the XXXX plan, that I can pay more than my monthly payment without losing this benefit, and that my loans would be placed into the XXXX plan in XX/XX/XXXX. At that point, I decided to enroll/apply. The agent walked me through the online application. At XXXX point, there was an option to adjust a forbearance payment for the following month. I inquired about this and the representative said to keep it at $ XXXX and did not provide counsel regarding that it is placing my loans in a voluntary forbearance period which makes all outstanding and accrued interest in that period eligible for capitalization after 6 months even though I asked about what the forbearance amount meant. After a few weeks, I noticed my plan hadnt been switched yet and still showed my monthly payment amount pre-pandemic payment pause. I called MOHELA again to ask about this. That agent corrected me on the 0 % interest details. They stated that interest does accrue and that the government subsidy just pays the difference between my monthly payment and the monthly interest accrual amount to prevent additional interest from being applied to my balance. I acknowledge that this is an improvement to help stop runaway interest, BUT it means that anything I pay is applied to monthly accrued interest ( which is $ XXXX a month, then outstanding interest, then my principal balance ). So I am still struggling to make my payments to my student loans mean anything and as a result, Im discouraged from paying anymore than I need to pay. Furthermore, they indicated that my XXXX plan has yet to be approved and wouldnt go into effect until XXXX or XXXX ( now confirmed to go effective XXXX ). As a result, Id have an additional 2 months of interest accrued. When I mentioned what I had been told by the other agent, they could only apologize for the incorrect information I was provided.
I also asked about how to go about updating my income once I start a new job and was told I was not required to do so as it would automatically update based on tax information in 1 year. Despite this, I plan to start making payments as soon as I can now that I have started a new job. Even though they will make impact at all.
I sent an electronic message to MOHELA on their website asking for details on the forbearance and resulting interest capitalization I would not have agreed to had their agent communicated this to me in response to my question when I applied in XXXX. I have not heard back after a few weeks.
During the pandemic payment freeze, I knew making payments would be an opportunity to pay down outstanding interest, but it was also a chance to increase my saving ( for a house down payment and general saving ). That savings ended up paying for part-time courses in a different field that would help increase my salary and work opportunities as well as an out of state move for a better paying opportunity at the additional high cost of longstanding ( 8 year ) relationship. I had looked into refinancing through private methods in the past, but am declined due to my income to debt ratio, even with a co-signer.
At this point, I am forced to live with my mom as a XXXX with a XXXX XXXXXXXX with median pay for my field/position in order to make somewhat meaningful student loan payments. There is no hope of buying a home anytime in the next XXXX years ( because of savings and I refuse to pay an additional bump in my mortgage rate just because I have student loans ). No hope of marriage ( because I cant get someone else tied into my debt trap ) and no hope to ever have kids because I struggle to support myself due to the student loan debt. My student loan debt trap has literally derailed my life plans. As a student, all my mandatory debt counseling and reassurance from educated and financially savvy parents led me to believe that my student loan repayment options would be reasonable, my loans will be paid off, and I would be able to buy a house, get married, and have kids. This is far from the case.
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| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am writing about my experiences with the Public Service Loan Forgiveness program. I have worked full-time in higher education for over ten years. I submitted my first PSLF application in XX/XX/XXXX. I made my XXXX qualifying payment in XX/XX/XXXX. One year later, on XX/XX/XXXX, my qualifying payment counts were finally updated to indicate I was eligible for forgiveness. To get to this point, I had to call XXXX XXXX XXXX times, spending many hours on hold. I also had to submit written documentation of payments for XXXX months that were not counted appropriately. Earlier in XX/XX/XXXX, I also received notification that my loan servicer would change to MOHELA in XXXX, XXXX.
On the day the XXXX website indicated I was eligible for forgiveness, I called XXXX for an eighth time. After spending two and a half hours on hold, I was able to speak with a representative. I asked them if my loans would still be transferred since the website indicated I was now eligible for forgiveness, and I asked how long it typically took to process forgiveness. I was told that there was nothing I could do, that my loans would be transferred no matter what, and that processing forgiveness was now in the hands of the Department of Education. I was also told that the Department of Education had six months to approve forgiveness, but beyond that, there was no way to predict when my forgiveness would be processed. This response worried me greatly, as I was concerned that the transfer to MOHELA would mean a significant delay in forgiveness processing.
I write to you now six months after that phone call. My loans were transferred to MOHELA in XXXX XXXX. My correct payment counts showed up on their website relatively quickly, and I held out hope that my forgiveness would be processed soon and I could be rid of this albatross around my neck. Over the past six months, I have called MOHELA four times, spent over five hours on hold, and received almost no helpful information whatsoever. I called in XXXX to ask if any additional information was needed from me, and I was told they had everything they needed. At the end of XXXX, two months after the transfer and having heard nothing about my forgiveness application, I called again, asking if there was anything I could do to move the process along. I was told no. My most recent call was on XX/XX/XXXX. I asked if the information I was given before, about the Department of Education having six months to approve forgiveness, was correct. The MOHELA agent told me that while it takes at least 90 days, she could not provide a maximum amount of time it may take. She also told me that the transfer from XXXX to MOHELA caused a delay in processing. I asked if there was any way for me to contact the Department of Education directly, and she said no. The agent told me that applications for forgiveness were being processed on a first in, first out basis, based on when a person made their 120th payment. She also told me that they did not even submit my application to the Department of Education until XXXX, despite the fact that my loans were transferred to MOHELA in XXXX. After this phone call, I read on an internet forum where PSLF applicants discuss their experiences that this is not at all the case. There were many posters on this forum who made their final payments AFTER my own, and submitted their PSLF application long after I did, yet they received forgiveness before I have.
In summary : I made my 120th qualifying payment for Public Service Loan Forgiveness eighteen months ago. The fact that public servants have to wait this long for the government to fulfill a promise is nothing short of a national embarrassment. The administration of PSLF is shockingly bad. The process is completely opaque and there is no accountability. Since I made that last payment in XXXX of XXXX, I have spent hours of my life trying to get information about the status of my application from servicers who have repeatedly given me inaccurate information, if they provide any information at all. The student loan servicers dont seem to have any interest in actually helping people get their loans forgiven. I am writing to you for help in finally getting my own loans forgiven, but also to add another data point in the larger picture of the debacle that is the Public Service Loan Forgiveness program. My story is not unique.
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| 03/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello, I am writing to express concern about PSLF payment counts incongruences, Mohelas unresponsiveness to me, unwillingness to correct their mistake, and everchanging reasoning for a differing loan count upon inquiry. My loans have been on the same repayment schedule since my graduation in XXXX. As such, my qualifying PSLF payments have consistently reflected this. However, my loan payment count has changed with Mohlea without given reason. Specifically, loans 1-5 on my account are listed as having 112 qualifying payments ( 5 needing employment certification ) and loan 6 lists 110 qualifying payments ( 5 needing employment certification ). I have contacted Mohela 6 times about this incongruence ( 3 times by phone and 3 times by email ) and have been provided 3 different reasons as to why my payment count is differing between my loans.
I am writing to request the assistance of the Consumer Financial Protection Bureau to hold Mohela accountable for the inaccuracies in my payment count and to ensure that all 6 of the loans reflect the 112 payments I have made while working fulltime in public service.
On XXXX I called Mohela PSLF Support at XXXX. I initially spoke to XXXX. I explained the inconsistencies in loan count. Was then transferred to XXXX who stated I appeared to have an in-school deferment for loan 6 for XXXX and XXXX of XXXX. I shared that I did not have a deferment during this period and was working full time. Was then transferred to XXXX XXXX who was accompanied by a trainer on the phone ) She reviewed My Fed Loan information received from this previous server. Stated that 1/2 of the page sent from My Fed Loans was missing and did not show all completed payments. She stated she would submit a request for review of all payments. She asked for EIN for XXXX XXXX XXXX, which I provided. I shared with XXXX that I have documentation from My Fed Loan XXXX XXXX XXXX XXXX and XXXX company approval and PSLF counted payments for XXXX, and that I can provide this information. Was placed on hold for 30 minutes, then the call abruptly ended.
On XXXX I uploaded documentation from My Fed Loan which demonstrated I made payments on loan 6 in XXXX and XXXX of XXXX. I requested a recount of my qualifying payments be completed and that all of my eligible payments were reflected in said count.
I received a response on XX/XX/XXXX stating that a supervisor would call me to discuss the issue within 72 business hours. I was never called. On XX/XX/XXXX I wrote to Mohela stating that I had not been contacted by a supervisor. I received a response saying I would be contacted within 72 business hours.
On XX/XX/XXXX I called to request to speak with a supervisor. I initially spoke to XXXX who ignored my request to speak to a supervisor. She investigated my loan account and told me the reason my XXXX & XX/XX/XXXX payments do not count on PSLF is because the payment update request I submitted to My Fed Loan in XXXX listed my XXXX XXXX XXXX and XXXX employment end date on XX/XX/XXXX, but the document was signed on XX/XX/XXXX. Again, I referred to the documentation I submitted from MyFed Loan stating my loan payments from XXXX qualify for PSLF via my full-time employment with XXXX XXXX XXXX and XXXX XXXX She stated this document is not adequate and I need to submit documentation from XXXX XXXX XXXX and XXXX that is singed the last day of my employment with that company. I then asked to be transferred to a supervisor. I was then on hold for 40 minutes before calling back and asking to speak with a supervisor. I initially spoke to XXXX, who stated she was transferring me to a supervisor. I then spoke to XXXX, who shared she was not a supervisor. I asked to speak to a supervisor. I was then placed on hold for XXXX minutes at which point I had to hang-up to attend to my work at a childrens hospital.
In summary, I have been told loan 6 has a differing payment count because of an in-school deferment, because only the page of verification came from My Fed Loan was missing, and finally because the date a payment update request that I sent in XXXX was allegedly incongruent. This appears to be bureaucratic incompetence at best and volitional corruption at worst.
I need the assistance of the CFBP to communicate with Mohlea and have my PSLF payment counts reflect the time I have worked full time.
Thank you.
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| 12/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Loan sequence XXXX / XXXX.
Last scheduled payment was XX/XX/XXXX for {$220.00} taken from auto-debit ( XXXX : " Pending Payment ... '' ) A ) On XX/XX/XXXX, I made a payment that included all loans in the XXXX sequence for which I am liable ( XXXX : " Auto Debit Screen as of XXXX '' ). The total is {$220.00} and the payment was due XX/XX/XXXX. The XXXX XXXX ' section confirms that all loans ( loan sequence XXXX - XXXX ) are billed to bank account ending XXXX. The payment was queued to process at the time of the screenshot.
B ) On XX/XX/XXXX I received a message from MOHELA backdated to XX/XX/XXXX informing me that XXXX loans were now in LEVEL status. These loans ( generally listed as Loan Sequence XXXX and XXXX in MOHELA 's website documentation ) will hereafter be called the XXXX loans '.
- See ( XXXX : " Confirming Backdated Messsage '' ) - See ( PDF : " Informing of Change to LEVEL '' ) - See ( XXXX : " Loan Overview Screen as of XXXX '' ) C ) As per this message, these XXXX loans placed in LEVEL are : - Owner : DEPT OF EDUCATION ; Loan Program : DLUNST ; Disbursement Date : XX/XX/XXXX ; Original Balance : {$9800.00} ; Current Balance : {$11000.00} - Owner : DEPT OF EDUCAITON ; Loan Program : DLUNST ; Disbursement Date : XX/XX/XXXX ; Original Balance : {$7.00} ; Current Balance : {$8900.00} D ) Significantly, in the change to LEVEL, the payment amount for these XXXX loans rises to {$410.00} + {$310.00} = or {$730.00}, which is more than the payment dated XX/XX/XXXX ( see A ). This further confirms an increase in amount due.
XXXX ) I never asked for or authorized a change to LEVEL for XXXX -- and only XXXX -- of my loans. Over the course of XXXX, I was repeatedly informed via email and special bulletins on MOHELA 's front page that those fulfilling loan obligations through REPAYE would be automatically transferred to SAVE.
- XXXX ( XXXX : " Save Confirmation '' ), taken XXXX.
F ) My loans were all previously associated with REPAYE.
XXXX ) On XX/XX/XXXX I received a message from MOHELA backdated to XX/XX/XXXX informing me that XXXX of my loans were previously repaying by XXXX, and had been transferred to SAVE.
- See ( XXXX : " PDF Informing of Change to SAVE '' ) H ) It is clear that these XXXX loans were simply 'forgotten about " in the move from XXXX XXXX SAVE, and defaulted to LEVEL. I challenge MOHELA to provide evidence that I requested, or by policy was required, to revert to LEVEL on these XXXX loans.
I ) MOHELA should properly place these XXXX loans into the XXXX plan as they had stated they would do in ( H ).
J ) On XXXX using self-certification of income, I applied through the Federal Student Aid website to be placed on an income driven plan for all of my loans. The FSA system did not recognize that XXXX of my loans were placed on LEVEL. Rather, after putting all of my information in, it indicated that I was on the XXXX plan. I was given the choice to keep the same plan or move to a new one. As I wanted the plan indicated that the FSA website associated with me ( XXXX ), I selected the option to keep the same plan. The request was listed as " In Progress '' and Request Type " Recalculating Plan '' - and then indicating " Servicer will choose plan ; user provided documentation of income. '' Of course, the FSA generated application does not seem to include the supplemental verification of income in its .PDF, or my wife 's signature, so who knows what delays might take place.
- See ( XXXX : " FSA website XXXX '' ) - See ( PDF : " IncomeDrivenRepaymentApplication '' J ) I then recertified my income through MOHELA 's XXXX XXXX, which at that point linked to the fed XXXX website. The recertification was rejected because I allegedly did not include the necessary self certification. I did so. I received the rejection after weeks of processing and almost immediately prior to my payment due date under the LEVEL plan for these loans on XXXX. At that point I opted to file a comlplaint and seek external resolution..
XXXX ) Now, I attempted to re-apply for XXXX for all loans through MOHELA.com. MOHELA 's system took my information but would not accept my spouse 's information. I was unable to see this until the item was submitted. I put the information in correctly, but the website could not generate the form without creating a dead link and disconnecting me. So
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| 12/16/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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Company is Mohela. My name is XXXX XXXX, I had my federal student loans with Mohela ( that have since been paid off XXXX PSLF ).
XXXX XXXX XXXXI started receiving USPS mail addressed to a XXXX " XXXX XXXX from Mohela. I didn't open the mailing, returned to sender because that is not my name.
*Checked online, my account name with Mohela is still XXXX XXXX XXXX
XXXXI called Mohela , spoke with a rep to inform them I was being mailed something meant for someone else and to please fix the issue.
XXXX continues coming for XXXX XXXX XXXX '', I return each and every one.
XXXX XXXX *I call and speak with someone at Mohela who acknowledges she can see that my last name changed in the system in XXXX but there is no note, or usual action to explain why. She said she is making a note for it to be changed back and that I should not be concerned this will impact me because my student loans are tied to my social security number and not to my name. In the meantime, because I have applied for my actual loans held by Mohela to be discharged through the PSLF program, the representative puts my payments in " Administrative Forbearance '' so that I will not have to resume payment in XXXX.
XXXX XXXX *I am now receiving phone calls from Mohela to pay my loans. I check online and my account name is now XXXX " XXXX ''. I send messages through the website, as well as call. Every agent tells me to submit another message and ask for a supervisor to remedy this issue.
*I submit a " name change '' to get Mohela XXXX change my name back to my actual name, XXXX XXXX by submitting their own correspondence to me that addresses me as XXXX XXXX XXXX
*No supervisor ever gets back to me, but my name does change back to XXXX XXXX Mohela 's website.
XXXX XXXX *my loans are forgiven through PSLF and I get correspondence that my balance is now {$0.00}. I check the website and it also shows my account " in good standing '' and a {$0.00} balance.
*However, I continue to get near daily phone calls that I am past due on paying my loans to Mohela XXXX
*My name changes from XXXX XXXX " XXXX '' and back multiple times in XXXX, every time I send a message that my name is incorrect.
*I try to email the Mohela Ombudspeople using emails found online, received no response.
XXXX XXXX *I ask the Federal Student Aid Ombudsperson to intervene and have Mohela address why they keep changing my name and calling me about past due accounts that I have no idea about. So far the only result is that Mohela has changed my name again to " XXXX '' on the website but has not addressed what is going on.
*XXXX XXXX - I get a credit monitoring alert that my credit score has dropped XXXX points because of " derogatory marks '' from Mohela ..
*XXXX XXXX - I dispute these with each credit bureau XXXX The account number ( same number for all four accounts : XXXX ) does not match up with the account number ( XXXX ) that shows when I log into the Mohela website- which I send to each credit bureau XXXX
XXXX XXXX - Mohela website message says " my name change has been approved and it is now XXXX XXXX *XXXX tells me on XX/XX/XXXX that these are my accounts and to take it up with the CFPB, XXXX and XXXX are still investigating.
*I look on Mohela 's website and now it's asking for all of my demographic information and the name on my account is XXXX XXXX XXXX ''.
I know there are only two things to explain what has happened, a ) someone has stolen my social security number and is using it for student loans or b ) Mohela has mixed up accounts and names but is refusing to fix it. I know the actual answer is b ) because there is nothing else that shows up on my credit report other than the name XXXX that is attached to the Mohela accounts that are not mine : no new addresses, phone numbers, or any other information - but to be safe I did also put in an identity alert with each bureau.
This is actual insanity because a company has just added accounts to my social security number, and a new last name on their own and despite my MONTHS long attempt to have them correct it - is refusing to explain how it happened or to resolve it. In the meantime there are ramifications for my financial well-being, my emotional and mental health as I spend so much time and energy correcting a mistake that wasn't mine, that seems easy to fix and yet here I am.
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX, I received communication that my loan servicer was being switched from XXXX to MOHELA. Since payments are about to restart I noticed on XX/XX/XXXX that MOHELA changed the Income Driven Repayment ( IDR ) plan I had with XXXX without my consent. My monthly payment changed from {$750.00} per month at XXXX to {$3800.00} per month with MOHELA. I called MOHELA on XX/XX/XXXX to get placed on an IDR plan because I can not afford {$3800.00} per month on their standard plan. I applied for the SAVE IDR plan over the phone with a customer service representative which would cost me {$650.00} per month. I asked the customer service representative whether I would have to submit any additional documentation with the IDR application I completed with her over the phone. She stated that I didnt have to since I self-certified my income with her over the phone, and she said that MOHELA would reach out with additional information.
I called MOHELA on XX/XX/XXXX regarding an important account information email I received from them on XX/XX/XXXX stating that my XX/XX/XXXX was denied because I did not upload additional income verification documents. Please note that the document states my application was denied XX/XX/XXXX, but the electronic correspondence was sent XX/XX/XXXX. MOHELA did not attempt to contact me through email to ask for supplemental documentation at any point. I spoke to customer service representative XXXX about this, and she insisted it was a mistake and I applied for the SAVE IDR plan with her over the phone. She stated that I didnt have to submit any additional documentation unless MOHELA asked for it since I self-certified my income with her. I submitted my XXXX for XXXX on XX/XX/XXXX because I could see my application was still pending, and I didnt want MOHELA to deny my application without reaching out to me again. I called on XX/XX/XXXX because my application was still pending and the customer service representative ( named XXXX, a trainee XXXX said that there is a glitch with MOHELA that caused my XX/XX/XXXX application to get denied. He said it has been happening to a lot of people, and he advised me to call back on XX/XX/XXXX if my XX/XX/XXXX IDR application was still pending. He said I could ask for a supervisor to get my application looked at if it is still pending by then. I called XX/XX/XXXX because my XX/XX/XXXX application was still pending. Customer service representative XXXX stated there is no supervisor and nothing she could do about my pending application. She advised me to submit my W2s for XXXX, XXXX, and XXXX so MOHELA could have plenty of income documents to refer to and not decline my IDR plan request.
On XX/XX/XXXX MOHELA emailed me an Administrative Forbearance letter that was dated XX/XX/XXXX stating that my loans would be in forbearance for the month of XX/XX/XXXX. They also sent me a correspondence processing delay email on XX/XX/XXXX dated back to XX/XX/XXXX saying they were processing my XX/XX/XXXX application. Now on XX/XX/XXXX I decided to check the status of my XX/XX/XXXX application and it says declined. MOHELA has not sent me any email as to why it was declined. It is the same situation as the first IDR application that was denied.
Please note : MOHELA removed me from my IDR plan without my consent and is refusing to put me on a plan I can pay. They are putting me on forbearance which would harm my payment count for Public Service Loan Forgiveness ( PSLF ). Also, interest still accrues during forbearance and my monthly payment would increase.
All of the correspondence MOHELA is emailing me is delayed by weeks and months. This means that I can not provide any additional documentation because by the time they send the email, MOHELA has denied my application. This has happened twice already. The attached PDFs show when the email was sent to my inbox versus the date stated on the actual letter. Finally, the customer service representatives are only trained to type in data into an application. They are not given the ability to trouble shoot any errors made by MOHELA and are instead trained to tell us to call back in 7 -11 business days. Please help me get back on a reasonable IDR plan without delaying my Public Service Loan Forgiveness payment count any further.
|
| 12/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Good afternoon to those concerned.
In short, I am seeking assistance from the CFPB for : 1. Assistance in understanding what I owe Mohela in a timely manner.
2. Transparency from Mohela when changes are made to how money is allocated to pay loans.
3. Raising concern of how onerous it is to contact Mohela, as their online/email assistance is nearly nonexistent and their call center availability is unreliable.
The full context is below.
I would like to discuss my concerns about how my loan payments have been handled under Mohela. I was one of the fortunate few who was able to pay my loan payments throughout the pandemic, despite a significant hit to my budget. I was transferred from my old loan company to Mohela, and from the beginning had problems. Mohela sets up its systems ( from my experience, at least ) to intentionally confuse student loan borrowers to incorrectly pay off their loans to increase interest. When I was first transferred, I noticed that my autopay amount under the last company was the same, but they had taken the whole amount of the payment ( {$250.00} ) and placed it under one loan instead of paying each individual loan 's required amount, causing interest to build. I called in and had that corrected, and was told that I had to go to the online portal and dictate how much I wanted to pay on each and every loan. After doing that, payments were fine for XXXX. Autopay worked as intended and all of my loans had their minimum payment amounts compensated.
In XXXX of XXXX I heard that Mohela was having servicing issues, so I decided to check the mail statements I had been receiving by request from Mohela as physical proof of payment receipts. I found that without my knowledge or consent, Mohela had taken 2 months of payments ( XXXX and XXXX ) and placed them under XXXX loan again, and not distributing the funds as I had so carefully worked out 2 years ago. I called Mohela and was able to get the funds properly dispersed, and was assured that it would not happen again. This call took nearly an hour to complete ( XXXX minutes in total ), with much of the call time spent in automated messages and waiting for an available representative.
In early XXXX I filed for an IDR plan, and was informed by the FSA that my ongoing payments should be around $ XXXX {$16.00}. I checked that Mohela had received the notice, and assumed that it would take at least a month to process. On XX/XX/XXXX, I received the latest letter from Mohela regarding my previous loan payment that was processed via auto-withdrawal on XX/XX/XXXX. I saw that once again, the entire payment amount of {$250.00} was once again placed on only one loan. On XX/XX/XXXX I attempted to reach out to Mohela, only to find that they close their call centers early half of the week ( XXXX XXXX eastern ), and have a varying schedule for when their call center is open. I also only learned that their call center was closed after 5 minutes of pre-recorded, unskippable audio notifications. During this call I was told through an AI assistant ( I assume ) that I will have {$38.00} withdrawn for my student loan payment this month, not the usual {$250.00}. I assumed that would be the amount withdrawn and accepted that I would make time to call them on the XXXX, since I do not have the time on the XXXX to call them, since it tends to be a long, often unpredictable endeavor. I logged in to the Mohela website just to get an idea of what loans had not been paid and found that Mohela was trying to pull an auto-payment in the total of {$250.00} for XX/XX/XXXX. As I am now thoroughly confused and unsure of what exactly is going on, I went to cancel autopay until I got some answers as to what I actually owe. The website told me that I could not cancel autopay. I also tried to find where the mysterious {$38.00} that was quoted had come from and was unable to find answers. I attempted to use the online contact function, but was told it was not available.
As of now, I am contacting my bank to see if I can shut off auto-payments from Mohela since I can not do it from Mohela 's side, and can not contact them until the XXXX.
I thank you for your time and look forward to hearing further developments regarding these issues.
|
| 02/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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On XX/XX/XXXX, I faxed applied for the Public Service Loan Forgiveness Program ( PSLF ). XXXX processed the application. My application included 4 employers which Mohela approved as qualified employers.
On XX/XX/XXXX, they noted they consolidated part of my loans ( {$90000.00} ) and sent them to Mohela for servicing in relationship to the PSLF Program. I called XXXX to find out how I could get all of the loans included. A representative at XXXX advised me to apply for a loan add-on to include all of my student loans. Attached is correspondence from XXXX from XX/XX/XXXX stating that XXXX approved the add-on & would send the updated loan amount {$130000.00} to Mohela. I also also asked when I would receive an accurate payment count. I was told that to wait 30 business days.
On XX/XX/XXXX Mohela acknowledged they had the first loan consolidation, the work verification forms ( attached ), and noted my payment count was at 2 ( attached ). I called Mohela about the loan add-on and payment count. They requested that I wait 30 business days for an update. XXXX has insisted since XXXX that Mohela has the corrected loan consolidation amount of {$130000.00}. However Mohela states that XXXX never sent them the loan add-on and has never updated the loan amount from ( {$90000.00} ) or the payment count from two, despite acknowledging they received verified work statements from each of my employer, and re-verifying the work information w/me. I called Mohela w/a representative from XXXX on the phone, but we were left on hold for over an hour before the call was disconnected.
I have spoken to MOHELA over the phone several times since this call. Different managers from Mohela have verbally told me my loans only had 2 payments left, or that I have 0 payments left. I asked how the deferments or forbearances would impact the loan. I have been told that they would, and that they would not. I have ben told that the add-on had been forgiven without the original consolidation, etc... but none would not provide paperwork to verify anything that was stated. Each time I am told to call back after 30 business days.
On XX/XX/XXXX I filed a complaint with the XXXX XXXX XXXX
On XX/XX/XXXX They responded to the complaint, but did not address any of the questions I asked about my payment count or the what the total amount of my loan should be, On XX/XX/XXXX Mohela sent me correspondence stating that did not include the XXXX XXXX XXXX as an qualified employer, despite previously stating on the paperwork that I previously submitted that the XXXX XXXX XXXX XXXX was indeed a qualified employer. My application stated that I worked from XX/XX/XXXX to XX/XX/XXXX, and was signed by an HR Specialist named XXXX XXXX XXXX However, when processed, MOHELA wrote the dates in incorrectly. In one call they asked me to verify the dates over the phone, and I provided the same ones on the application I submitted. Now this employer is not listed as an eligible employer which would reduce my payment eligibility by at least 18 months. I would like to understand why this employer was removed as an eligible employer from my application.
On XX/XX/XXXX, Mohela acknowledged verbally that they received the loan add-on but that now it would talk 90 business days my application to be processed. They also stated that they would have to reverify the XXXX XXXX XXXX XXXX as an employer despite sending me a copy of my application that has the XXXX XXXX XXXX XXXX listed as an employer with the correct dates of employment. Once reverified, they said it would take 90 days from the date they reverified my employer to process the loan. While on the phone, I received two emails with attachments of correspondence MOHELA stated they sent to me. The first stated that the amount of qualifying payments I made was 2 ( I received that one in XXXX ). The second stated I made 7 qualifying payments ( Dated XX/XX/XXXX ). When I logged in to Mohela 's account, it states I have made 0 qualifying payments. When I asked for clarity on why my payments had been reset to 0, they noted that occured because of the update to the loan amount. When I asked why the time span had increased from 30 to 90 days, the call was disconnected.
|
| 08/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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As of XX/XX/XXXX, my student loan account repayment plan and payment amount have not been displayed accurately on my account and instead display the monthly payment for the 10-year standard repayment plan. Due to the CARES Act, and according to information provided by the U.S. Department of Education on the fsa.gov website, income recertification for income-based repayment is not required and can not be required by loan servicers any date before 6 months after the end of the student loan payment pause. The earliest recertification for any direct federal loans based on this information, and as it is posted on the StudentAid.Gov website, would be on or after XX/XX/XXXX. Since my initial IBR income recertification date was scheduled for XX/XX/XXXX, this date should have been pushed by 12 months automatically and then based on the current scheduled end of the student loan pause, by another 12 months to reflect a date of XX/XX/XXXX. This would entail the same monthly payment requirement as was determined by my IDR application in the amount of {$170.00} starting on XX/XX/XXXX. I called MOHELA 's customer service line at XXXX XXXX XXXX on XX/XX/XXXX to request the above change in my recertification date and correction of my monthly payment amount. Initially, the customer service represented misquoted information and incorrectly stated that I must recertify my income to get back on the PAYE repayment plan. I insisted that this was incorrect and that I would not be required to recertify my income until at the earliest 6 months after the end of the payment pause, and for me that date would be XX/XX/XXXX. The customer service representative continued to claim I was incorrect and I refused to accept the misinformation. I requested a supervisor to be involved and take care of the issue. She contacted a supervisor and relayed the exact same message back to me. I refused again, quoting the Federal Student Aid website information regarding the CARES Act requirements. The representative then requested assistance from another first line supervisor. After this consult, she did acknowledge that she previously quoted incorrect information to me and said they would initiate the request to adjust my recertification date and this should be processed in 3-5 business days. I checked my MOHELA student loan account on XX/XX/XXXX and saw that it still reflected the incorrect 10-year standard monthly payment amount. I called the MOHELA customer service line a second time on XX/XX/XXXX at XXXX XXXX XXXX I requested that the customer service representative acknowledge that I called initially on XX/XX/XXXX for this same issue. She reviewed to notes in my file and also acknowledged that she was in training and had a supervisor listening in on the call. I requested an update on the status of the account correction and the customer service representative reached out to a technical services technician. She relayed that the status of the change was in process and that the request was in my file. Initially she could not tell me the anticipated processing time for the change. I was placed on hold again after requesting that she provide that information to me. I then was told that the process should take 3-5 business days from the initial request ( XX/XX/XXXX ) but at this time they were only able to provide assurance that it would process before the first payment would be due ( XX/XX/XXXX ). I have returned to my online account multiple times, and the account has yet to be adjusted to the correct payment amount and the correct IDR recertification date. Due to the insufficient processing times and initial refusal of compliance with the CARES Act student loan regulations, MOHELA is not in compliance with the federal laws in place for student loan borrowers on income driven repayment plans. This issue must be rectified before the start of student loan interest accrual and restart of payments on XX/XX/XXXX because some borrowers may elect to make a payment in XX/XX/XXXX as it remains unclear whether an administrative forbearance will be applied during this month, which may not qualify for PSLF or 20-year forgiveness for applicable IDR plans.
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| 05/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am participating in Public Service the Loan Forgiveness ( PSLF ) student loan program and have been trying to get Mohela to update my payment count towards forgiveness for well over a year. I have submitted employment certifications for over 11 years of employment as a XXXX XXXX XXXX XXXX, yet my eligible payment count remains at 12 months on the Mohela website.
My periods of eligible employment with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as listed below have been fully and properly executed by the appropriate human resources contacts at each agency and should be counted toward my count of eligible payments without further delay.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Employed XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX : Employed XXXX XXXX XXXX ; XXXX XXXX XXXX : Employed XXXX XXXX XXXX
I have submitted these certifications multiple times and have spoken to Mohela agents by phone on multiple occasion, most recently on XX/XX/XXXX. The Mohela agents explained that the employment certifications are in order and my payment count should be updated in 2 to 3 weeks, yet my payment count is never updated.
It has been a month since my last call to Mohela on XXXX XXXX XXXX and my payment count still remains at 12 months of payments. I have tried messaging Mohela using their website messaging service and they respond with a form letter telling me the only way to get assistance with PSLF issues is to call them. They refuse to document any responses to my inquiries.
It seems Mohela has trained their PSLF Specialists to just say everything is fine with the forms you send in, but never actually make any account adjustments. They refuse to put anything in writing. When you submit a written response and request a written reply, they send you back a form letter that says you can only call them for information about your account.
Below is my most recent attempt to contact them and their form letter response : XXXX XXXX XXXX Body : Your Question : Good Morning, I have spoken with a Public Service Loan Forgiveness Specialist and they told me my employment certifications are valid and payment count would be updated. It never gets updated. I am approaching 13 years of service as an XXXX XXXX XXXX XXXX XXXX in XXXX and my payment count reflects only 1 year of service.
Your PSLF specialists have told me there is nothing wrong with the documentation I initially submitted over 2 years ago and have resubmitted periodically since then. In addition, the employment certification form asks for contact data for the certifying official, presumably to permit Mohela to confirm the validity of the employment certification. As an applicant, all I can do is submit the same valid form over and over again.
Your response tells me that Mohela is unwilling to correspond with PSLF applicants in a meaningful and documentable manner. You send out form letters that suggest there is some vague issue with submitted documentation. The applicant calls in to ask what the issue is. Mohela agents say there is no issue with the documentation and the count will be updated in 2 or 3 weeks. The count never gets updated and the only response from Mohela is to call back again.
I am formally requesting a written response that reflects what your PSLF specialists have told me by phone. That there are no issues with my employment certifications for my employment with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Please include the date by which I can expect my payment count to be updated.
Thank you, XXXX XXXX XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and or any frustration this may have cost. questions and concerns accurately. Due to the nature of the Public Service Loan Forgiveness ( PSLF ) inquiry, we need you to speak with a Public Service Loan Forgiveness ( PSLF ) Specialist. Please call toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX CT.
Thank you, MOHELA
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| 05/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I would like Mohela to review the XXXX years they skipped in reviewing my application for the student loan forgiveness limited waiver. It has been approximately 545 days ( XXXX years ) since I submitted my limited waiver application for loan forgiveness. I have been stuck in a continuous loop of being told 3-4 months or 90 days, since XX/XX/XXXX. The years from XX/XX/XXXX to XX/XX/XXXX ( approximately XXXX years ) still haven't been reviewed under the limited waiver. My qualifying employer certification on file is from XX/XX/XXXX to XX/XX/XXXX ( XXXX years ).
After several calls and online account messages to XXXX ( loans transferred to Mohela ) then to Mohela, Mohela stated on XX/XX/XXXX that it would take it would take 3-5 business days for reprocessing due to a servicer error, however months later the years still haven't been reviewed. I received a letter from Mohela on XX/XX/XXXX and student aid in XX/XX/XXXX, stating the review was done, however, the years XX/XX/XXXX to XX/XX/XXXX still show as not being reviewed. My account with Mohela shows review of my limited waiver application as completed and no longer shows a form status of processing.
Below is a summary of account activities and written communications ( there were phone calls made in between ) : XX/XX/XXXX - Consolidation application submitted to consolidate loans held with XXXX into a direct loan under XXXX. I had an existing direct loan with XXXX and an employer certification in my account covering 8 years, for the period XX/XX/XXXX - XX/XX/XXXX.
XX/XX/XXXX - Received a voice message from XXXX and a letter in my XXXX account stating that I will lose credit for qualifying payments already made to the required XXXX payments, for my existing direct loans, if I consolidate.
XX/XX/XXXX - Letter received from XXXX that my existing direct loans were separated from the loans XXXX trying to consolidate ( I made the decision after receiving a call, letter and speaking to a XXXX customer service rep. I was told that I would lose my years already credited, if I consolidated and that it would be better to not consolidate ).
XX/XX/XXXX - Letter from XXXX that the loan consolidation completed. I now have XXXX separate direct loans.
XX/XX/XXXX - Letter that existing direct loan forgiven. Consolidated loan not reviewed.
XX/XX/XXXX - Submitted written request to student aid to review account ( this is after several calls and consolidated loan review not being completed ). A letter was received with only 51 qualifying payments for PSLF/TEPSLF ( nothing for limited waiver ) and stated that the review was completed.
XX/XX/XXXX - Submitted letter to XXXX for reconsideration and XXXX to the ombudsman for help.
XX/XX/XXXX - Received letter from XXXX that my loans are transferring to Mohela.
XX/XX/XXXX - Reprocessing request submitted to review XXXX - XXXX since those years were never reviewed and Mohela still hasn't reviewed my account. A current employer certificate was submitted and received by Mohela, which goes to XX/XX/XXXX.
XX/XX/XXXX - Sent message to Mohela to confirm that my loan payments will include a review of the missing years XXXX - XXXX for the limited waiver. I previously spoke with a representative in XX/XX/XXXX who submitted a reprocessing request for the missing years.
XX/XX/XXXX- Mohela sends a message stating that they have submitted a new review today, because submitting a reprocessing request due to a servicer error now, has been updated and now only takes 3-5 business days for processing and that I will be notified once completed.
XX/XX/XXXX - Received a letter from Mohela that the review has been completed. I now have XXXX qualifying payments for the limited waiver and XXXX years of the XXXX years that werent previously requested to be reviewed, still havent been reviewed. I called a few days later and was told it will take another 90 days, or longer, most likely into XX/XX/XXXX to be reviewed. Student aid also sent a letter with the same count saying completed.
XX/XX/XXXX - Sent a message to Mohela once again, asking them to review the missing years once again.
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| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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This is a joint spousal consolidation loan. The loan is under a primary borrower 's name with the ex-spouse listed as a " co-signer. '' Both borrowers are eligible for PSLF and have been in a qualifying job since PSLF was first implemented XX/XX/XXXX. Timeline : XX/XX/XXXX : Primary borrower submitted PSLF waiver applications to XXXX XX/XX/XXXX : Receipt of forms acknowledged XX/XX/XXXX : Primary borrower called XXXX, XXXX stated XXXX payments toward TEPSLF XX/XX/XXXX : XXXX letter received stating XXXX eligible payments toward TEPSLF XX/XX/XXXX : Updated PSLF waiver forms submitted to add employment XXXX XX/XX/XXXX : XXXX XXXX received stating XXXX eligible payments toward TEPSLF XXXX, XXXX : Loan transferred to Mohela XX/XX/XXXX : Primary borrower sent updated employment PSLF waivers XX/XX/XXXX : Mohela states PSLF forms were rejected because they were duplicates.
They were NOT duplicates, both borrowers are required to submit for joint loan XX/XX/XXXX : Mohela states updated PSLF received XX/XX/XXXX and XXXX, were processed XX/XX/XXXX but had to be re-processed due to their processing error, would take up to 90 days.
XX/XX/XXXX : Secondary borrower calls Mohela and customer service rep agrees to expedite forms due to length of time it has taken XXXX XXXX XXXX : Discharge letter was sent out but there is still a XXXX balance XXXX XXXX : Secondary borrower calls, customer service rep states primary borrower 's portion of the loan is forgiven but secondary borrower must wait 90 days for studentaid.gov to process reimbursement on that portion before processing secondary borrower 's application. This does not make sense because spousal consolidations can not be split XX/XX/XXXX : Secondary borrower calls to inquire about reimbursement, customer service rep states reimbursement takes longer because it is a joint consolidation loan XX/XX/XXXX : Complaint filed with ombudsman on studentaid.gov. Case is closed with no response.
XX/XX/XXXX : Primary borrower sends Mohela a message inquiring about forbearance and reimbursement. Response states that primary borrower is still responsible for remaining balance on loan XX/XX/XXXX Primary borrower sends Mohela a message again requesting administrative forbearance on remaining loan balance until PSLF waiver is applied to that portion. Mohela states no forbearance can be applied because the loan had been forgiven via PSLF XX/XX/XXXX Letter received by primary borrower stating XXXX payments XX/XX/XXXX Primary borrower calls about loan forgiveness on remaining balance. Mohela states a rep mistakenly had secondary borrower 's form under primary borrower 's name so it was never processed. States form will be processed but may take 90 days.
XX/XX/XXXX Primary borrower requests forbearance on impending payment XX/XX/XXXX since request was made to remain in forbearance until PSLF is resolved. Mohela does not respond.
XX/XX/XXXX Attempted to call Mohela as payment letter was received with repayment amount for both loans even though it was stated one was forgiven XX/XX/XXXX Payment was made on total of both loans ( forgiven and not forgiven ) to preserve credit, but will not be reimbursed unless both borrowers update PSLF waiver forms which will restart the timeline XX/XX/XXXX Primary borrower calls. In the past, customer service reps refused to speak to secondary borrower. Rep states they can no longer speak to primary borrower since that portion of loan is forgiven and can only speak to secondary borrower. However, primary borrower is paying on stated " forgiven loan '' and is told he can't apply for a forbearance. Secondary borrower has access to no information on studentaid.gov ( no loans listed ) and can not see any information on Mohela login. Secondary borrower must use SSN and BD of primary borrower to get a call through to Mohela to speak to a rep XX/XX/XXXX Secondary borrower finally got through to a rep but had to provide above info, rep transferred secondary borrower to dispute resolution, secondary borrower waited but Mohela eventually closed which disconnected the call while waiting
|
| 08/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hanging Loans : XX/XX/XXXX I completed the PSLF form waiver process for loans that were consolidated in XXXX and loans I borrowed in XXXX. I started the consolidation process, then received a notice that the consolidation process between old loans with high payment counts would zero out/start over if they were consolidated with newer loans. I called in XXXX, XXXX to the FedLoans customer service who echoed that it's probably the case that the years of payments would go to zero if I moved forward with a consolidation.
I found a PSLF XXXX group that learned that the FAQ section for consolidating loans clearing/zero-out your previous payment count was actually incorrect. Instead if you consolidated loans with the full 120 payments w/ newer loans the consolidation loan would KEEP the 120 payments so that any loans you added to the consolidation loan would then be eligible for forgiveness. XX/XX/XXXX with this new info I put through a consolidation loan request on studentaid.gov that would include my XXXX consolidation loan w/ my XXXX new loans. By the next day the consolidation loan application had a cancelled status. I didn't cancel the application. I attempted another loan consolidation application on studentaid.gov and this time it showed a cancelled application status during the same day, so I put through another application to consolidate all my loans so that I could have the old and new loans up for forgiveness.
About a week later, I saw that the XXXX consolidated loans were forgiven. I realized I now had lost the option to have my newest loans forgiven even though I attempted to complete the loan consolidation application.
I was told to fill out the XX/XX/XXXX Reconsideration Form. I waited through the summer and in XX/XX/XXXX I submitted the Reconsideration Form. I followed up to learn if there was an update on the status but then was told by Federal Student Aid that they couldn't see the details of the update, so I was transferred to XXXX. XXXX said for some reason they could see there was a new report in regards to the REconsideration Form but their system didn't allow them access to see details. Instead the XXXX customer service advised waiting for the Biden Loan Forgiveness to go through since I owed less than {$10.00}, 000. I had already applied for the Biden Loan Forgiveness. So I didn't pursue anything further with XXXX regarding the " Hanging Loan '' I had remaining. I put through complaints with no action from Federal Student Aid as well.
XXXX, XXXX I received an email from Federal Student Aid stating the reconsideration process was done and to reach out to XXXX to learn about the adjustments that were made.
I waited over XXXX hours with XXXX 's customer service in XXXX, XXXX and was given a escalation number stating I had 14 days to wait before they would have an answer. I followed up after the 14 days at the beginning of XXXX, XXXX to learn whether they had a resolution to forgive my hanging loans. I was told after about XXXX hour of waiting that I was supposed to submit another Reconsideration Form because they didn't get any answers about the results from fEderal Student Aid about the REconsideration Form I submitted XXXX, XXXX!
I'm rightfully owed my XXXX loans be forgiven because I tried to take the right steps but the PSLF process cancelled my oldest loans before I could benefit from having all my loans included in the forgiveness. I was also misinformed by customer service which delayed the time I had to consolidate all the loans. Also, the reconsideration form process is broken. It's supposed to allow up to get an escalation and have our loan history reviewed, but it goes nowhere. XXXX says they can't do anything unless they hear it from Federal Student Aid. Federal Student Aid 's instructions in XX/XX/XXXX was that I needed to talk to XXXX to learn about the adjustments that were being made. There have been no changes.
I want the current XXXX loans to have the loan count of the XXXX consolidation loans that I had listed at the time of the PSLF waiver application in XXXX, XXXX
|
| 09/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
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XXXX Dear XXXX XXXX XXXX : Thank you for contacting the U.S. Department of Educations ( ED ) Office of Federal Student Aid.
We have received your inquiry regarding the Federal Direct Student Loan that is currently being serviced by MOHELA.
Your concern, as we understand it, is regarding your anticipated refund for your {$70000.00} made on XX/XX/XXXX is not yet received.
MOHELAs records indicate the refund was sent to your bank. Your bank returned the payment to the US Treasury. US Treasury refunds are processed within XXXX business days.
Student loan interest will resume starting on XX/XX/XXXX, and payments will be due starting in XXXX. MOHELA will notify you before payments restart.
On XX/XX/XXXX, ED announced several changes and updates that will bring borrowers closer to forgiveness under IDR plans. These adjustments to accounts include conducting a one-time revision of IDR payment counters to address past inaccuracies and permanently fix IDR payment counting by reforming EDs IDR tracking procedures going forward.
This adjustment process has now begun for every borrower account that has at least one Direct Loan or one ED-held FFEL Program Loan . All payments identified to be counted will be communicated to your servicer to make the one-time update to your account. We have already begun reviewing loans that have been in repayment long enough to qualify for IDR forgiveness ( borrowers who have been in repayment for XXXX or XXXX years ).
Please be assured we are continuing to identify and notify borrowers who reach the necessary forgiveness threshold of XXXX or XXXX months worth of qualifying payments, depending on the repayment plan and type of loan. Notifications will be sent out every two months until next year, at which point all borrowers who are not yet eligible for forgiveness will have their payment counts updated. If this review results in you being eligible for IDR forgiveness, you will be contacted and given the chance to opt out of receiving the forgiveness. As your servicer, MOHELA will notify you directly after your forgiveness is processed.
We have provided some information on the one-time adjustment below. More information is available at https : //studentaid.gov/announcements-events/idr-account-adjustment.
The account adjustment will count time towards IDR forgiveness, including : any months in a repayment status, regardless of the payments made, loan type, or repayment plan ; XXXX or more months of consecutive forbearance or XXXX or more months of cumulative forbearance ; any months spent in economic hardship or military deferments in XXXX or later ; any months spent in any deferment ( with the exception of in-school deferment ) prior to XXXX ; and any time in repayment ( or deferment or forbearance, if applicable ) on earlier underlying loans that are part of a consolidation loan.
Generally, repayment status includes any periods where the borrower was enrolled in a repayment plan. Repayment status does not include periods in forbearance, deferment, bankruptcy, or default. However, certain periods of forbearance, deferment, or default will count towards forgiveness in the circumstances described above.
Any borrowers with loans that have accumulated eligible time in repayment of at least XXXX or 25 years will see automatic forgiveness, even if they are not currently on an IDR plan.
Borrowers will continue to see the XXXX related forbearances counted towards IDR and PSLF forgiveness.
At this time, we can not confirm if you will receive immediate forgiveness, how much additional time may be included as qualifying repayment, or when approximately your loans may be forgiven.
All months your account has been in forbearance due to the COVID-19 emergency will count towards your eventual discharge.
Student loan interest will resume starting on XX/XX/XXXX, and payments will be due starting in XXXX. MOHELA will notify you before payments restart.
Thank you for your feedback.
Sincerely, Federal Student Aid -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- ---
|
| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am eligible for XXXX XXXX XXXX XXXX under the waiver program.
I have worked for the same government employer since XXXX. Sometime around XXXX, I consolidated my loans, unknowing that this would reset my tracker toward public service loan forgiveness. However, under the new waiver program announced in XXXX, I became eligible again, and would have reached XXXX payments around XXXX or XXXX of XXXX. I have continued to pay my student loan payments since, and so I believe I am also due refunds of these payments.
On XX/XX/XXXX, I submitted my XXXX XXXX to XXXX for processing via fax. I received no correspondence. Soon after, I received information that XXXX would no longer be the processor for federal student loans and XXXX applications, and there would be a migration to Mohela.
I waited until XXXX of XXXX, and still had no correspondence from either XXXX, Mohela, or my current loan servicer, XXXX. I was becoming nervous because the deadline in XXXX was approaching, and did not want something to fall through the cracks.
I contacted Mohela on XX/XX/XXXX, and was informed to resubmit the same, original XXXX application. I was told to call in XXXX XXXX XXXX to confirm receipt, and that it would take XXXXXXXX XXXX XXXX to process and complete.
I contacted Mohela again on XX/XX/XXXX to confirm receipt. I was told to resubmit page XXXX because I had an address change, and I did so.
On XX/XX/XXXX, I received a welcome letter from Mohela, which also noted my application had been reviewed and approved. I created an account and ensured my contact information was updated and correct.
On XX/XX/XXXX, I sent a secure message through the Mohela XXXX asking for a status update. I received an automated response to allow XXXX XXXX XXXX for a response.
I did not receive a response.
I checked my XXXX account, and it still shows XXXX as my servicer.
On XX/XX/XXXX, I still had not heard from Mohela. I sent another message through the Mohela portal for an update.
I again did not receive a response from Mohela.
On XX/XX/XXXX, I logged into my Mohela account and received a notification that my XXXX application was a " duplicate. '' I called Mohela. The representative informed me that they are unable to locate the original XXXX form, and that XXXX had not processed anything or sent anything. They stated they would send my XXXX application back again for reprocessing, and that this restarts the processing time back to XXXXXXXX XXXX XXXX again. The representative stated the account is in the process of being transferred from XXXX to Mohela.
Mohela account now shows XXXX XXXX applications under " Documents Received '' and XXXX says " Duplicate '' and the other says " XXXX '' with a received date of XX/XX/XXXX.
My complaint is that I was very timely in following all instructions to submit my XXXX XXXX to XXXX when the waiver program was announced and started in XXXX. XXXX appears to have done nothing, and as a result I had to resubmit much later to Mohela, putting me toward the end of the line. I did exactly as I was told, and waited XXXX XXXX XXXX I received correspondence it was accepted and approved, but then later found out there was some error and that it would be reprocessed, and the XXXX XXXX XXXX clock would restart. No one informed me there was a problem. No one contacted me. I happened to stumble on this information by being persistent and frequently contacting Mohela. Mohela never responded to portal correspondence, and phone hold times are over an XXXX I have now been waiting XXXX XXXX for my XXXX Application to be processed, and I am very likely XXXX of the easiest accounts to process, forgive, and issue refunds for because I have been with the same government job the entire time.
I request that CPFB assist me in ensuring that Mohela prioritizes my XXXX Application based on when it was originally submitted, and expedite the processing of my application and refunds.
Thank you in advance for your time and consideration of this complaint, and your assistance to protect consumers.
|
| 04/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am filing a complaint against MOHELA and the Department of Education for granting me partial PSLF loan forgiveness when I am entitled to full forgiveness under the waiver. I have worked very hard to benefit as much as I can from the PSLF program for more than a decade. I made sure all of my employers starting with my first job in XXXX qualified for non-profit status and that I was on a qualifying payment plan. I submitted employment certifications on a regular basis, and followed every program stipulation including not consolidating my loans in order to prevent my loan payment count from resetting to zero.
In a letter from MOHELA dated XX/XX/XXXX, I was surprised to learn that two of my older federal student loans with the highest payment counts were being forgiven during an account adjustment under the Public Service Loan Forgiveness ( PSLF ) waiver. On XX/XX/XXXX, I read a news article covering clarifications made that day by the Department of Education in the FAQ section of the IDR announcement webpage. It stated that borrowers like me with direct loans of differing payment counts are eligible under the PSLF waiver to consolidate their loans and receive the higher PSLF payment counts of the underlying loans. MOHELA and the Department of Education never announced or clarified this extremely relevant section of the waiver directly with borrowers in any form of communication. I have since discovered that this section of the waiver was circulating for some time amongst borrowers in student loan-focused social media groups, all the while MOHELA was advising borrowers like me not to consolidate. Tens of thousands of people have learned through these social media groups about consolidating their loans under the waiver and are receiving full loan forgiveness daily. Other eligible borrowers will be able to continue to have higher payment counts applied to consolidated loans throughout XXXX. However, for those of us that had forgiveness of only the higher count loans before we had the chance to consolidate, we are left with no direct recourse to have full forgiveness applied to our accounts.
I called Federal Student Aid ( FSA ) immediately after I learned about the new potential benefit for consolidation for individuals like myself. I was advised to contact MOHELA and submit a new consolidation request. I contacted MOHELA, and the first agent I spoke with again told me inaccurate advice regarding the possibility of payment counts resetting with consolidation. I submitted a complaint with MOHELA, and their response was to have me speak to a customer advocacy specialist. Once I spoke to the specialist, she stated there was nothing she could do to fix this problem but suggested I submit a reconsideration request with FSA. Since then I have received no response, therefore, I have also submitted a complaint with FSA that is under review but with no estimated date it will be completed by. If the complaint is not resolved, I am then advised to contact the FSA ombudsman directly. Furthermore, on XX/XX/XXXX I received a letter from XXXX regarding my student loan consolidation, which incorrectly states that any consolidations done after XX/XX/XXXX would reset my PSLF loan count. There continues to be inaccurate information and poor advice given to borrowers, which unfortunately has significant financial consequences for decades.
Some individuals with these hanging loans have been able to get their remaining loans forgiven after an extensive process of filing of complaints with various agencies and getting assistance from their congressional representatives. Others have spent countless hours unsuccessfully advocating for their cases with MOHELA and the Dept. of Education for over a year and a half with no end in sight. The Dept. of Education and MOHELA have failed to apply the benefits of the waiver equitably and consistently to all eligible borrowers. The stress and psychological burden on borrowers who have been left behind can not be understated.
|
| 02/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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Hello, I applied for PSLF in XX/XX/XXXX with my servicer XXXX XXXX. At the time my loan information was denied although all documentation was accurate and signed by previous employers. I eventually submitted 3rd party verification of employment in the form of W-2 for the years XXXX through XXXX to verify that I had met employment requirements for the PSLF. The information was accepted and received by XXXX and my payment count was updated once the payment tool was created. Once the payment count was complete months later into XXXX, I contacted XXXX as the payment counts were incorrect they showed 96 of 120. I was informed to wait longer as the payment count process is tedious and to be patient and wait for an update. I eventually spoke with a representative in XX/XX/XXXX that informed me that my payment count was not updated because all of my loan periods were not counted due to me being in school or requesting an " in-school deferment ''. I informed the representative that I had never requested any in-school deferments as I would have no reason to, as I receive XXXX XXXX and I had always been in an income-based repayment plan ( IBR ) with my payment amounts set at {$0.00} per month for the last 10 years. After some review, the representative reviewed their documentation and reported to me that the deferments were " automatic ''. I was unaware of any automatic referrals and I explained to the representative that those payment periods should be counted as I did not request them at any time. The representative reviewed the information and requested that I receive a call-back from a supervisor. When I did receive a call from the supervisor, I was advised to go online, print, and fax the " in-school deferment waiver request '' form. I subsequently submitted the form in XX/XX/XXXX and my payment counts were still not updated. When I contacted the agency I was informed that I would need to consolidate all of my loans for the periods in question to be counted. I applied for a consolidation and all of my loans were consolidated successfully. This process took several months to update. In XX/XX/XXXX, I was informed that I would need to resubmit the documentation to cover all dates in question. On the form input the dates XXXX to cover all dates in question as the representative informed me to do so and resubmitted as requested. In XX/XX/XXXX that information was still not updated, however I was notified via the XXXX website the information was received.
My loans were consolidated and transferred to MOHELA without applying the " in-school deferment waiver '' as requested 1 year prior. I have contacted MOHELA several times to request an update on payment periods. They have asked me to provide a copy of the form submitted to XXXX which has been provided, but have failed to update my payment counts. I am missing 41 payments because of this. When I spoke to XXXX a supervisor from MOHELA last week, she informed me that MOHELA can not modify payment counts because XXXX should have updated the count prior to consolidation and transfer to MOHELA. She states she can not apply the form because MOHELA does not accept these forms and they do not have a waiver policy as XXXX did. On XX/XX/XXXX she left me a voicemail saying that she was sorry and there was nothing else she could do for me to update my payment count correctly.
I have been distressed about this process for almost 2 years. I have been met with representatives that provide various policy guidelines based on their own interpretation and I have been at the mercy of who ever I speak to that day. I have done everything that I have been told and I have called multiple times in a day to cross-reference information, only to be met with terminated calls after waiting hours and/or no resolution to my issue. I have applied for any available application such as the XXXX as the representatives have instructed me to, even when it was not required because I had met all of the requirements for the basic PSLF.
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| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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.
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| 11/16/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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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.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My account is PSLF serviced by MOHELA. I consolidated my PSLF loans through XXXX to receive the benefits of the one-time payment adjustment.
I had two additional loans that met the 120-payment PSLF threshold for forgiveness. I applied for those loans to be consolidated at the same time as the others, again, to receive the one-time payment adjustment that would have moved the full set of loans to 120 payments ( thus making all of them all of them eligible for forgiveness ). In the 6 weeks it took for XXXX to process my consolidation, the 120-payment loans were forgiven, so the other loans did not receive this eligibility. XXXX issued a payment to MOHELA for the full amount ( including those 120-payment loans and MOHELA then kicked back a refund ). In my opinion, the earlier date of application and beginnng of processing of the consolidation should have taken precedence over the later date when these loans were forgiven.
My first complaint with my MOHELA was that I've never received email Notifications when correspondence was sent to me electronically. I have since taken myself of of paperless communications to make sure I see changes without having to log in and check my Messages every day, which is what I did to make sure I stayed on track of the following.
My other complaint is inadequate explanation of decisions made by MOHELA, either in writing or via phone. Here are the dates and activities of which I raised issue : XX/XX/XXXX, received notification that all loans service by MOHELA had been placed in the XXXX payment plan, with {$0.00} due for 12 months.
In late XXXX, I applied for a consolidation to be processed by XXXX.
On XX/XX/XXXX, XXXX told me the consolidation was finished and I would receive more information from MOHELA regarding payment amounts/dates.
XX/XX/XXXX MOHELA sent a welcome letter telling me my forbearance/deferments had ended on XX/XX/XXXX on repayment began then, leading to interest charged after the transfer ( 10/10 ) but before the welcome letter. I was billed for this interest before I knew of the transfer and I did not have time to place the loan into an XXXX before the first payment date ( the payment was calculated based on the Level Plan ) I had to put a forbearance in place soon after XX/XX/XXXX, so I wouldn't come due prior to the XXXX processing.
XX/XX/XXXX I sent a complaint message to MOHELA asking whey I did not receive the Welcome letter until XXXX weeks after the repayment period began, when interest began to accrue.
Today, XX/XX/XXXX, I checked the MOHELA website today ( XX/XX/XXXX ) and saw my loans were now on XXXX. I never received noticed form MOHELA of this change - either online or via mail.
Today, XX/XX/XXXX, I contacted MOHELA via phone to ask two questions : 1 ) Why were my loans put in the XXXX plan ( with XXXX $ payments ) prior to consolidation ( even a previous consolidation loan containing ParentPlus loans ), then not allowed the option of entering the XXXX plan after the consolidation. I was told over the phone that the new consolidation contained Parent Plus loans and could not participate in XXXX- which is directly opposed to what they had set up with my prior. ( In any case, part The response I received to this first question was " that's just the way it works. '' Today, XX/XX/XXXX, question 2 ) was why I didn't receive notice of a payment period resuming ( with interest ) until three weeks had passed - when those three weeks of interest had already accrued. In short, I didn't know MOHELA had my consolidation until after interest was charged and before I had time to get an IDR in place.
The response I received to this second question was " I don't know. '' Finally, the MOHELA representative was in training, so I asked her to transfer me to a supervisor who could provide more information. I have now been on hold with them for 2 hours waiting for the transfer to be picked up ( listening to wait music ).
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| 05/11/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I was having trouble paying my Income Based Repayment monthly payments and was behind on payments, and I spoke with a Mohela r epresentative on XXXX XXXX 2017 for 47 mi nutes to discuss my options. I was told that I had until the end o f XX/XX/XXXX to m ake at least one payment in order to not go into the default process. I indicated that I wanted to get current and comply with the requirements for my yearly IBR renewal, which was also due by the end of XX/XX/XXXX . Per this phone call, I made a payment on XXXX XXXX , 2017. Following this, I also sent in my paperwork ( I am XXXX ), which included the form titled " Income Based Repayment Plan, Alternative Documentation of Income, '' a document indicating how my Adjusted Gross Income was calculated, and a copy of my husband 's XXXX . I was notified by email on XXXX XXXX , 2017, t hat my paperwork was not accepted because the form I used to apply had changed, and I needed to use a more current form. I was also told that I needed to provide a copy of my husband 's original XXXX , not just a copy ( or, alternatively, that I could provid e 2 w eeks of paystubs ). I was offered an administrative forbearance which I denied because I did not want the outstanding interest ( over {$50000.00} ) to accrue, which Mohela confirmed would be the case. Several weeks later, I had two m ore conversations with Mohela on XXXX XXXX , 2017 ( 2 7 minutes ) and XXXX XXXX , 2017 ( 1 7 minutes ) regarding my past due account. It was during the phone call on XX/XX/XXXX , whe n I spoke to XXXX , that I came to understand that if I sent in the revised paperwork for t he IBR renewal that the outstanding balance of {$1800.00} would be immediately due ( in order to renew the IBR program, it wa s required that my account be brought current ), and that, otherwise ( if the outstanding amount were not paid ), I would automatically be given an administrative forbearance which would immediately capitalize my interest ( which, at this point, would amount to approximately {$57000.00} being added to my principal ). During this XX/XX/XXXX cal l, XXXX told me that if I could not make this outstanding payment, I should " hold off '' on sending in the revi sed IBR rene wal paperwork until I could pay the outstanding balance. I was also given confirmation that my most recent payment o f XX/XX/XXXX had been received. Thus, based on this conversation, I planned to work immediately toward gathering enough funds to pay off the {$1800.00} outstanding balance, while also making my agreed upon monthly payments. I next spok e with Mohela on XXXX XXXX , 2017, at which time I was prepared to pay the outstanding balance owed and submit the revised paperwork in order to move forward on my IBR renewal ( again, based on the information I received from XXXX during th e XX/XX/XXXX call, with the understanding that I should do both at the same time ). It was during this XX/XX/XXXX call that I was informed that my outstanding interest had already been capitalized AND that there was nothing I could do about it. I spoke to XXXX , a supervisor, during this call, and he confirmed that if I had sent the paperwork by XX/XX/XXXX , the capitalization would not have occurred, but it was too late no w to do it. This situation is appalling and wrong for several reasons : first, I was never told that I only had until XX/XX/XXXX to file the p aperwork and that, thereafter, {$57000.00} in capitalized interest, would be added to the principal ; and secondly, the information I was given was completely the opposite of what the previous agent, XXXX , had told me on XX/XX/XXXX . By the time I received the apparently correct information by XXXX on XX/XX/XXXX , I was told it was too late for me to reverse the situation and the horrendous burden imposed by the capitalization of interest.
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| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Problem : My account is showing I owe {$1600.00} due today ( XX/XX/XXXX ), however, MOHELA sent me a letter on XX/XX/XXXX stating my account is in administrative forbearance while they process my SAVE plan application. They have not applied the forbearance to my account, as required by federal policy.
Background : My loans were on the REPAYE plan prior to the start of the COVID-19 0 % interest period. ( See documentation provided ). When interest resumed, 3 of my loans were placed on the Level plan while the other 6 loans were transferred over to the SAVE plan. On XX/XX/XXXX, I recertified my loans via Studentaid.gov, with information downloaded directly from my most recent tax filing, to ensure all 9 loans were captured under the SAVE plan. I called MOHELA on XX/XX/XXXX to inquire about the status of my SAVE application. I was told they had no record of me applying for SAVE. The representative suggested I reapply, verbally, over the phone with her. Therefore, on XX/XX/XXXX I filed a second recertification for the SAVE plan per MOHELA 's recommendation. ( See documentation provided. ) On XX/XX/XXXX, I called MOHELA to follow up on the status of my application ( s ). The representative stated she could see both applications in the system and they were both processing. She indicated current wait times for processing of applications were about 15 days and I should expect an approval around XX/XX/XXXX.
On XX/XX/XXXX, I received a letter ( dated XX/XX/XXXX ), stating my account had been placed in administrative forbearance. ( See documentation provided ). However, my account dashboard still indicated a payment was due on XX/XX/XXXX. On XX/XX/XXXX, I called MOHELA to ask for clarification. After over 2 hour on the phone, and speaking with 2 representatives, neither of them were able to determine why the forbearance had not been applied to my account. The second representative I spoke with applied for another administrative forbearance on my account. As of XXXX/XXXX/XXXX, that forbearance has not updated my account either.
On XX/XX/XXXX, I received a letter ( dated XX/XX/XXXX ) stating my repayment terms had changed for only 6 of my 9 loans. ( See documentation provided ). The letter listed a new payment due date of XX/XX/XXXX for 6 of my loans, and converted those loans ( previously on SAVE ) to the Level plan. Additionally, my account dashboard is still stating I have a payment due today ( XX/XX/XXXX ). ( See documentation provided ). I also received an email on XX/XX/XXXX, reminding me I had a payment due. ( See documentation provided ).
MOHELA is providing mixed messages to borrowers regarding payment due dates and the status of their accounts. They are also incorrectly assigning accounts under the REPAY plan to the Level plan, instead of honoring the conversion of REPAYE to SAVE. Calls to discuss the issue with the company directly are not helpful as representatives lack the knowledge and access to be able to troubleshoot problems. I am now forced to make a payment of {$1600.00}, which is over XXXX the amount I should be paying on the SAVE plan ( {$520.00} ) to ensure my payment is not delinquent. My MOHELA dashboard is also reporting my monthly payment on the Level plan is {$2000.00} per month ( see documentation provided ), so next month my payment could increase to nearly 4x what it should be while MOHELA continues to sort through these preventable delays.
Attachments : 1 ) Documentation of loans on REPAYE prior to loan payments restarting.
2 ) Screenshot of SAVE recertification status.
3 ) Administrative forbearance letter.
4 ) Change in repayment terms letter.
5 ) Screenshot of borrower dashboard indicating payment is due XX/XX/XXXX.
XXXX ) Email reminder for payment due XX/XX/XXXX.
7 ) Screenshot of monthly payment with loans ( incorrectly ) assigned to the Level plan.
8 ) Screenshot of account approved for REPAYE as of XX/XX/XXXX.
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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PSLF FORM : I submitted my PSLF forms beginning in XXXX XXXX -- as soon as they announced the special waiver. I have been working in public service since before XXXX, but never on the correct payment plan.
Most of my public service has been adunct teaching and schools generally just listed me for 10-15 hours a week, even though I was teaching multiple classes each semester.
When the updated information on how to account for adjunct teaching ( 3.35 hours per credit hour taught ), I contacted XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX for an updated form. They processed my form with 29 hours a week, which -- combined with my XXXX hours -- would give me credit for 18 payments ( XXXX XXXX XXXX XXXX XXXX ).
I forwarded the updated form to Mohela on XX/XX/XXXX, with this cover letter : To Whom It May Concern : My original hours certification for my adjunct teaching at XXXX XXXX XXXX XXXX XXXXXXXX did not reflect the guidance regarding hours certification.
If you are a non-tenure or adjunct faculty member at an institution of higher education meaning you are paid solely for the credit hours you teach, you meet the definition of full-time if you are employed the equivalent of 30 hours per week as determined by multiplying each credit or contact hour taught per week by at least 3.35.
If you are employed part-time by more than one qualifying employer simultaneously, you may meet the full-time employment requirement if you work a combined average of at least 30 hours per week with your employers.
XXXXXXXX XXXX has updated my certification and it is attached.
Please feel free to contact me if you have any questions.
Mohela ignored this letter. They waited until XX/XX/XXXX -- more than 30 days -- to process the form, and then marked it as duplicate.
I tried calling before XXXXXXXX XXXX Eastern on XX/XX/XXXX to get this fixed. The recorded greeting said a 30 minutes wait. I was on hold for 38 minutes before I gave up.
PAYMENT COUNT : Today is XX/XX/XXXX and I still don't have my XXXX payment showing up on my payment count.
With the 18 payments from XXXX and my XXXX payment, I should be at XXXX payments. XXXX is the last payment I need.
PAYMENT DUE I called on XX/XX/XXXX to determine my payment amount. I thought I would avoid the XXXX rush. I was told my the customer service person that the Standard Plan would work for PSLF and my payment would be {$110.00} or {$110.00} a month. I was told I had to apply for this and it would take 4-5 business days.
On XX/XX/XXXX, I emailed to check on this with the following info : Hi, I contacted MOHELA in XXXX XXXX about what my new payment will be. I am trying to qualify for PSLF. I was told I had to apply for the standard repayment plan and get approved for it and it would take 3-5 days. Nothing on my account has been processed for weeks. Not repayment options, not a slew of PSLF forms. Traditional/Alternative Repayment Options Processing XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XX/XX/XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XX/XX/XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XXXX PSLF Manual Application- XXXX XXXX XXXX Processed XXXX Please look into this. I am still employed by the XXXX XXXX XXXX and will be for the rest of the year, at least. I am either at 120 payments or within a payment or two and I would like to be done. I cried when I took these loans out in XXXX and I will be cheering when they're done. Best, XXXX XXXX is XX/XX/XXXX and my email still hasn't been responded to. My payment is still showing as XXXX and I'm still on the Extended Payment Plan. Also, I don't believe Mohela gave me the right info. My loans were consolidated in XXXX and according to StudentAid.gov, the Standard Payment Plan for Consolidated Loans does not qualify for PSLF, I need to be on an income-linked plan.
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I was transferred to Mohela in XX/XX/XXXX when I applied for Temporary Extended Public Service Loan Forgiveness ( TEPSLF ). It took over a year for Mohela to accurately import my loan balances from XXXX, and dozens of calls and emails as I needed to repeatedly correct their information. During this process, Mohela stated they could not verify the total amount of my student loans, which required that I actually go back and contact my various university offices and upload the information for them, in order to have my student loans serviced using the correct loan balances.
In XXXX, I applied for the Saving on a Valuable Education ( SAVE ) plan via studentaid.gov. My application was submitted on XX/XX/XXXX.
On XX/XX/XXXX, my online account was noted to be " in forbearance '' on my online account, but I did not receive any digital or written communication as to why this happened. My forbearance was noted to expire on XX/XX/XXXX.
Since then, it has been near impossible to contact Mohela to process any of my requests for additional information or clarification. There is no way on my client portal to pay down accruing interest. Mohela did not respond to emails, messages, messages on their " contact portal '', or calls. Attempting to wait on the phone to speak to customer service often requires over 2+ hours to reach a customer service agent.
On XX/XX/XXXX, I was finally able to be connected to a customer service agent ( XXXX ). I had to wait for 2 hours on the phone. Then I was on the phone with an agent for an additional 45 minutes, who stated they did not know why my SAVE plan was not being processed, but stated Mohela " will continue to work on it ''.
The agent stated that my account was listed as " processing forbearance '', but could not state why I was listed as " processing forbearance ''. She stated it was likely due to my pending SAVE application. The cause of the delays in my SAVE application was important to me, as the interest on my account continues to accrue, there was no way to pay down interest, and there was no estimated date on when my application would be processed.
I asked about administrative forbearance, as it had been over 2 months with no information of any kind from their company. Additionally, the DOE directed that borrowers affected by the error-laden roll out of student loan payments or the SAVE plan should be placed into administrative forbearance.
I was informed that I had been placed in a " processing forbearance '', and that I did not qualify for an " administrative forbearance '', and so the interest on my student loans would continue to accrue. When I asked for details of what placed a borrower in " processing forbearance '' versus " administrative forbearance '' which SAVE applicants should qualify for and which pause interest and payments, the customer service agent was not able to answer my question. She also stated that she was unable to send out a letter explaining the difference.
I was told to call back on XX/XX/XXXX to see if there were any further updates on my account and to request continued " processing forbearance '' if my SAVE application was still pending. Despite the extended wait times to reach customer service, I was told could not make the request during our current call that my SAVE application be processed even if it took extending forbearance.
At this point, Mohela is not only not servicing my loan, but they are also not providing critical information on the status of my loan repayment, or on a pending application for a nationally available payment plan. They are not able to give an estimated completion date, and in the interim my balance increases.
Based on my forbearance status listed on my customer portal, unless this is resolved by XX/XX/XXXX, I will be listed as being a borrower who did not make required payments, despite all the difficulties above.
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| 08/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Hi this is a follow up complaint to a complaint resolved ( XXXX submitted XX/XX/XXXXXXXX ). the case was resolved via letter from Mohela on XX/XX/XXXXXXXX ( see attached ). While the resoution was successful in XXXX XXXX the balance of student loans with Mohela ( services ) and receiving the refund due, Mohela has not completed the last part of the process ( I neglected to include in the initial complaint ). As a final step in the process, Mohela informs the dept of education to XXXXXXXX XXXX the balance with Federal aid under my social security number ( XXXX ).
The balance that was forgiven XXXX ( see letter XX/XX/XXXX ) was my portion of a direct spousal loan. Originally all of the balance ond information was managed under my husbands name ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, under the recommendation of MOHELA and a federal aid ombudsman, we filed a reconsideration with dept of ed to have the loans separated. This was completed in XX/XX/XXXXXXXX and the balance remaining of XXXX ( after my husbands portion of XXXX was forgiven ( XX/XX/XXXX ) was transferred back to my social security number with federal aid. The balance remains.
When I spoke with Mohela about the letter XX/XX/XXXX forgiving my amount I was assured that they ( mohela ) would inform the dept of ed to XXXX XXXX the balance for my social security nunmber. this did not happen. i waiting the 60-90 days and the balance remains. I spoke with Mohela ( supervisor XXXX ) on XX/XX/XXXX and he stated it should be done and he sent a review request to have the Dep [ t of Ed informed of this in 5-7 business days. the reference number provided was XXXX. I was told I would receive a personal email when the request to DOE was sent. No email has been received.
At 7 business days, I call mohela and spent another 2 hours 10 minutes on the phone and finally after talking with ( supervisor XXXX XXXX I was informed that they sent the review request on XX/XX/XXXX and heard back that the loans had been forgiven under my husbands name and that they needed to figure out how to have DOE XXXX XXXX my loans ( the process is, as per DOE is the servicer - Mohela informs them to do it ).
XXXX stated she sent an email to a manager and it would be another approximately 7 days to hear back. She provided case number XXXX.
I have been informed several times that the information was sent and then told it was not and repeatedly told that my balance with them is XXXX. I have provided information regarding the reconsideration ( moving the balance back to my account ) and the request to XXXX XXXX my balance has yet to be completed. I have been in this process for 22 months and it should be done. Each time I call Mohela I get different people who can't access case numbers or reference numbers or who simply don't take the numbers to check anything.
The final step of the process needs to be completed so my loans are indeed forgiven ( and not coming due in XXXX with Mohela as the services ). Each time I call it is a rehashing of what has already been discussed and a statement that it is complicated. In XXXX I was told they would be done and in XXXX I was told they XXXX XXXX with fed-aid would happen by XXXX. In XXXX I was told it had not been done. In XXXX I was told it was complicated and needing to be looking into. this is the experience we had with Mohela from the start- they do not do anything unless we submit a complaint - and that is why we are submitting a second tome to have the final step completed a final resolution would be to have Mohela inform DOE to XXXX XXXX the balance on XXXXXXXX XXXX XXXX account and for DOE to recognize and do that.
I have submitted a complaint/resolution ton DOE and it has been several weeks. I was told last week I would get a call back as it had been over 20 calendar days- i have not received a call.
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| 11/21/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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2nd and final notice Notice to agent is notice to principal notice to principal is notice to agent.
You have failed to respond to my notice by law under the FCRA, Upon my review of my consumer reports it has come my attention that you ( Mohela Dept Of Education ) are reporting an account/ accounts to my Consumer reports that I did not give you any express permission or permissible purpose to report. 15 USC 1681b2 As a consumer I have the right to privacy pursuant 15 USC 1681, 15 USC 1692, 15 USC 6801.
My private information is my business, my student loans are my private information, you have reported my private information without my consent. Your actions amount to aggravated identity theft.
18 USC 1028A.
As a consumer you have an obligation to protect my personal non public information.
15 U.S. Code 6801 - Protection of nonpublic personal information It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information.
You reported my Confidential and private information to a nonaffiliated third party without my permission or without giving the proper disclosures.
Pursuant 15 USC 6802 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information ( b ) Opt out ( 1 ) In generalA financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
I am requesting all my disclosures pursuant 15 USC 6802 B that you should conspicuously disclose to me before reporting of my non-public personal information to nonaffiliated third parties ( XXXX, XXXX, XXXX, XXXX ) I am exercising my right to opt out of having my information reported pursuant 15 USC 6802B Your action has caused me and my family severe mental anguish, defamation of character.
You ( Mohela Dept Of Education ) have stolen my identity, violated my consumer rights, my right to privacy and the obligation you have to maintain the security and confidentiality of my private information.
18 U.S. Code 1028A - Aggravated identity theft ( a ) Offenses.
( 1 ) In general.
Whoever, during and in relation to any felony violation enumerated in subsection ( c ), knowingly transfers, possesses, or uses, without lawful authority, a means of identification of another person shall, in addition to the punishment provided for such felony, be sentenced to a term of imprisonment of 2 years.
Furthermore you have no lawful authority or permissible purpose to put any account my consumer reports 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In generalAny person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; You have 10 calendar days from the receipt of this notice to delete this account/s : List the accounts here that needs to be deleted.
XXXX XXXX XXXX
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| 07/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the temporary PSLF waiver and my loan was transferred to Mohela. I received a letter in XX/XX/XXXX that my loan was forgiven. I also received a refund in XX/XX/XXXX for one payment ; however, I was owed a refund for a total of 9 overpayments and not just one. I have contacted Mohela 8 times since XX/XX/XXXX to inquire about the additional refund. Please see below for dates contacted, agents I spoke with, times of phone calls, and notes from call. I have spent a minimum of 12 hours on the phone with an agent or on hold, with numerous calls being disconnected. Although agents inquire if they can call you back if the call is disconnected, I have never received a return phone call. In the twelve hours on the phone, I have lost almost two days of paid work. My case is still not resolved.
1 ) XX/XX/XXXX and spoke with XXXX at XXXX Central Time - XXXX confirmed the loan discharge date. Per XXXXXXXX XXXX instructions, I uploaded screenshots of my overpayments to my Mohela account. I was informed my case would take two weeks to resolve.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central TimXXXX XXXX XXXX confirmed my XX/XX/XXXX phone call and stated my case was currently being dealt with and that it would take another 5-7 business days to resolve.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX confirmed previous phone calls and could not locate any information on the status of the additional refund. He stated that Mohela was " backed up '' and my case had not been assigned to an agent.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central time - confirmed previous phone calls and got permission from Assist to transfer me to Escalation. After a 60-minute wait time, Escalation never answer the phone. The total length of this phone call was 85 minutes with no resolution.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time XXXX XXXX, who was in training, confirmed previous phone calls. She received permission from Assist to transfer me to Escalation. After a 51-minute wait time, my call was disconnected. The total length of this phone call was 95 minutes.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX offered to check on wait time for Escalation, and returned stating it was two hours. She recommended I call first thing in the morning when Mohela opened on XXXX XXXX to avoid a wait time.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX confirmed previous phone calls and got permission from Assist to transfer me to Escalation. An agent from Escalation picked up almost immediately.
XXXX ) XX/XX/XXXX, spoke with XXXX starting at XXXX Central Time.
- XXXX from Escalation took information about my case. After a lengthy process and much hold time, she confirmed my overpayments. XXXX was supposed to enter a request for a refund into the system, and our call was disconnected at XXXX Central Time. Although she had inquired if she could return my phone call in case of being disconnected, I received no return phone call. The total length of time for the conversation with XXXX was approximately 90 minutes.
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX was in training. She received permission from
Assist to transfer me to Escalation. At the time of writing this complaint, I have been on hold form 40 minutes and no one from Escalation is answering. The total time of the phone call has thus far been 60 minutes, and still with no resolution. After 3 months, 12 hours on the phone with various Mohela agents, and misinform
ation from different Mohela agents regarding whether my case was assigned to agent and time to resolution, my case is not resolved and it appears I am still owed a rather hefty refund. I can not help but think this is by design to discourage student loan borrowers from seeking full refunds.
|
| 02/16/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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My original servicer was Mohela. I am on IBR. I called In XXXX to find out if I was able to get my monthly payment of {$900.00} reduced because I changed to a lower-paying XXXX job. I specifically stated that I could continue making payments but I just wanted information. The rep told me that it was no problem and she could send me paperwork to recalculate the payment, and that she would also count that as my annual recertification. She said she would put my account on an administrative hold. I told her that I did n't want her to do anything that would cause my interest to capitalize. I told her many times NOT to do ANYTHING that would cause my interest to capitalize, and XXXX that I could still make my current payment. She said that the administrative hold would n't cause anything to capitalize, she was certain, and this is just what they did normally. I filled out the paperwork and mailed it back. About a month prior, I had also applied for the public service loan forgiveness program. When this paperwork was getting processed with Mohela, my PSLF paperwork finally got processed. I got a letter stating that my loan was being transferred from Mohela to XXXX XXXX because of PSLF. When I went on the Mohela website, it said that they no longer had my loans, and to wait for further information from my new servicer. My automatic debit was no longer being taken out, and my letter also said that the automatic debit information would get transferred to the new servicer. In XXXX, I got a letter from XXXX saying that my automatic debit would be resumed for my XXXX payment. I noticed that the list of loans had my interest CAPITALIZED as my new principal balance was {$300000.00}, where previously it was {$260000.00}. I have since been talking to both Mohela and XXXX XXXX, and both companies continue to tell me that they ca n't do anything. Mohela has continued to change their story. Numerous supervisors have told me that administrative holds are NOT supposed to capitalize, but then when I asked for a letter that I could give to XXXX stating this, they backtracked and refused to give me a letter, trying to say that some form I got in my INBOX ( when the site said they no longer had my loans ) said that the loans were going to capitalize. They said that they are n't responsible for incorrect information that their rep told me, or actions that they took with my loans that I specifically told them NOT to, because of this letter that I did n't even see, and honestly, would not have understood even if I did see it, because I believed the assurances of their representative that my loans would not capitalize. They said that if they still had my loans, they would have allowed me to make my payment of {$900.00} and taken my account off hold, and said the only solution they could offer was for me to ask XXXX if they would do this for me. XXXX refused this option. They continue to say that my problem is with Mohela and that they ca n't do anything about it, because according to regulations, my loans should have capitalized because I asked for my payment to be recalculated. I would NEVER have had my payment recalculated if I knew that it would cause {$40000.00} of interest to be added to my principal balance. I have also gotten multiple stories about which company even capitalized my loans. Mohela put my account on hold on XXXX XXXX and I got a letter on XXXX XXXX stating that my loans were in the process of being transferred to XXXX. My loans capitalized at the end of XXXX, when neither company takes responsibility for even HAVING my loans. I never even had a chance to realize that any of this was going on, or to try to fix it. And now both companies say that they ca n't do anything because it 's the other company 's fault. And I have another {$40000.00} at 7 % interest for 20 years.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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MOHELA has been displaying an incorrect payment amount for several weeks now. They are showing that I owe {$780.00} and the payment is due on XX/XX/XXXX, and they have assured me I wouldn't have to pay, but I have not been put in forbearance like I expected to be.
XX/XX/XXXX : Submitted XXXX plan request, specifically for the XXXX plan. The studentaid.gov website indicated that my monthly payment would be {$0.00}.
XX/XX/XXXX : I received a secure communication from MOHELA that is showing in my account as dated on XX/XX/XXXX but it was dated XX/XX/XXXX. This communication stated that my request could not be granted because I did not provide income and family size. I am confused for XXXX reasons : First, if this information was needed, it should have been required to be put on the application. And second, MOHELAs website says that through XX/XX/XXXX you can self-report your income. I have done this. MOHELA does indeed have the information they say they don't have. Not only did MOHELA reject my request for the XXXX plan, but they changed my plan -- before the pause, I was on an Income-Driven plan, but after the XX/XX/XXXX denial, I was placed on the " Level '' plan which typically causes higher payments. It showed me owing {$310.00} due on XX/XX/XXXX.
XX/XX/XXXX : I submitted another XXXX XXXX request. Again the application showed a {$0.00} payment would be due when approved.
XX/XX/XXXX : I spoke with a MOHELA agent on the phone who assured me that I would be placed on forbearance while the application was being reviewed. He told me that this was pretty commonplace and that the systems needed a little time to process things but it would get settled prior to any payments being due.
XX/XX/XXXX : I received a secure communication from MOHELA that is showing in my account as dated on XX/XX/XXXX but it was dated XX/XX/XXXX. It told me my loans were placed on the XXXX XXXX, but that my payments would be {$780.00} per month ( not {$0.00} like my application said ).
XX/XX/XXXX : I spoke with a MOHELA agent on the phone who informed me of a few things. First, he told me that he saw an application for the XXXX program that showed a {$0.00} payment, so he did not know why it said I owed {$780.00}. Second, he said that the forbearance that I was on was due to expire on XX/XX/XXXX but that another forbearance was set to turn on that would take me through the XXXX XXXX XXXXXXXX. Third, he said to wait until a little bit into the month of XXXX to see if it updated to a {$0.00} payment ( either due to the XXXX XXXX updating or a forbearance being put on ). That forbearance still has not shown up as of this writing.
I have read about MOHELA being penalized for numerous errors, and the Department of Education has stated publicly that " All borrowers affected by these errors will be placed in forbearance by their servicer until the issues are resolved and any months in forbearance will count as credit towards loan forgiveness through Public Service Loan Forgiveness or Income Driven Repayment '' The remedies I am seeking are : XXXX ) My account be placed on forbearance so I do not need to be responsible for payments while this is being sorted out.
XXXX ). If a forbearance is not placed on my account prior to the XX/XX/XXXX payment due date for the ( miscalculated ) {$780.00} payment, this payment NOT be held as " past due '' payment owed but instead should be corrected to {$0.00} as if a forbearance was on my account.
XXXX ) My XXXX plan applications, which have shown multiple times that I should owe {$0.00} per month, be re-evaluated XXXX ) If for any reason I am not eligible for the XXXX XXXX or the XXXX XXXX calculates a payment higher than {$0.00}, MOHELA should place me on the Income-Driven Repayment Plan that has the lowest monthly payment.
|
| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX, in anticipation of repayment restarting, I submitted an application for IDR to change my repayment plan from IBR to the new SAVE plan through the Studentaid.gov portal. I consented to having my information transmitted from the IRS to certify my income. On XX/XX/XXXX, I was advised that my account was placed on administrative forbearance to process the application. On XX/XX/XXXX, MOHELA advised that my application was denied because " To return to the SAVE Repayment Plan... [ I needed ] to provide income documentation and family size information for the period since [ I was ] last on the SAVE ( or REPAYE ) plan. ( Letter from MOHELA attached ).
On XX/XX/XXXX, I advised via the MOHELA website that my income documentation should have come from studentaid.com and the IRS, and that my IDR request should not have been denied.
On XX/XX/XXXX, MOHELA provided a repayment schedule change which reverted my previously IBR repayment plan loans to LEVEL repayment plan, which should have not occurred under any circumstances. ( Letter Attached ).
On XX/XX/XXXX, I uploaded my XXXX tax return as supporting documentation of my income through MOHELA 's portal.
On XX/XX/XXXX, having heard no response to my message to MOHELA, I again submitted an IDR request through Studentaid.gov.
On XX/XX/XXXX, MOHELA advised that there would be a correspondence processing delay.
On XX/XX/XXXX, MOHELA responded to my XX/XX/XXXX message, stating that a response would be provided within 15 business days.
On XX/XX/XXXX, MOHELA provided the following response : " Thank you for contacting MOHELA, We apologize for any confusion. If you leave the IBR plan, your payment amount will be the standard payment amount calculated based on the outstanding balance of your eligible loans at the time you leave the IBR plan and the repayment period remaining for your loans. If you wish to repay your loans under a different repayment plan, you must first make one payment under the standard repayment plan or make a reduced payment under a forbearance agreement while on the standard repayment plan with your loan holder ( s ).
If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX. to XXXX XXXX, Tuesday and Wednesday XXXX XXXX. to XXXX XXXX, Thursday and Friday XXXX XXXX. to XXXX XXXX. CT.
Thank you, '' This statement neither addressed the issue I raised, provided a clear resolution to the errors made by MOHELA in denying my application for IDR plan change and reverting the repayment plan to LEVEL, nor make any changes to my account, except to erroneously demand payment on the LEVEL repayment plan.
On XX/XX/XXXX, I made a payment in an attempt to satisfy the payment requirement indicated by the XX/XX/XXXX message from MOHELA. I looked at my account, and then noticed that my second IDR application had been canceled by MOHELA, without my authorization or request.
I was able to get into contact with a MOHELA representative/agent by telephone today, XX/XX/XXXX, who indicated that he could re-submit an IDR application and that MOHELA still had the prior tax information as received and processing, so that it could be appropriately calculated. However, MOHELA indicated that it would again put my account on an administrative forbearance to process the application.
Because of MOHELA 's errors, I have sought and been unable to obtain pre-qualification for a home loan, have been on administrative forbearance for longer than is necessary to process my application ( s ), increasing the amount of time I need to work in public service to earn PSLF ( by placing me on forbearance for which I will not be able to make PSLF eligible payments ), and I have been given no justifiable reason as to why my initial application was denied.
|
| 06/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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My federal student loans were recently transferred from XXXX to MOHELA. They are PSLF-eligible loans. I have 119 eligible payments made and 88 are listed as " qualifying. '' As of XX/XX/XXXX ( 2 phone calls ), MOHELA states that I am missing employment certification for XXXX. I'm not ; they have my previously-approved employers in their system. All of my information was certified with prior service providers before ending up at MOHELA. Under the special waiver, my XXXX payments now count toward PSLF, but when they became eligible in the system, the employer recertification changed to " employment not certified. '' MOHELA is now saying they can't find my service providers before XXXX, and the old servicers are the ones who certified my employment.
In addition, MOHELA has, in error, documented an economic hardship deferment from XXXX as an in-school deferment. The economic hardship would have counted toward my PSLF, but the in-school doesn't. I was not even in school from XXXX XXXX. All my economic hardship documents were uploaded to prior servicers. I don't know who they used to be, and I can not help that MOHELA " lost '' my information. I deserve my PSLF forgiveness, as I've done everything exactly right for the last 15 years with these loans. I feel this is an intentional error or an instance of incompetence, and I will not be punished for a paperwork error by the federal government.
Moreover, due to the " loss '' of my employer certifications from XXXX, I am losing the PSLF forgiveness I'd otherwise be eligible for after one more payment. The employer in question during XXXX was previously approved and certified, as it was a school providing outplacement special ed and social work services to children from public districts under FAPE laws. However, using the new employer certification form, that employer is no longer eligible, as somewhere along the way in the last 15 years, " school social worker operating under a state board of education professional educator license, providing services required under FAPE to public school children deemed inappropriate for public school placement '' lost eligibility because the employer is a private school. It was approved and certified and then the information was " lost. '' This employer was WAS certified, but when it transferred to MOHELA, that certification is gone and " nobody can locate it. Now I am not able to recertify them. I absolutely do not accept that this was accidental, as that lost cost me my federal loan discharge, which would have been available for application after the XXXX XXXX XXXX XXXX.
This internal documentation error is costing me *39 or more payments, * and preventing me from being eligible for discharge after XX/XX/XXXX. I have 119 eligible payments, which dropped to 88 qualifying when all my employment certifications dropped off when they were sent to MOHELA. This adds 39 months. I'm supposed to be finished in one month. I do not accept that nobody is " able '' to assist me.I 've been working as a social worker since XXXX, in education and nonprofit settings. This program was designed for people like me, and it's not helping people like me.
In addition to CFPB, I plan to contact an attorney and the XXXX XXXX XXXX ( regarding both MOHELA and FSA if possible ), as I do not expect MOHELA or FSA to assist me any further.
I am also concerned about retaliation moving forward to certify additional employment, and eventually to apply for the PSLF forgiveness itself. This is unacceptable practice and while it may not matter to FSA or MOHELA, I've been doing exactly as I should've been from day 1 of these loans. I refuse to accept responsibility for someone else 's errors and loss of internal documents, or their employees ' inability to access materials.
|
| 08/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
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My federal student loans were moved from XXXX XXXX ( apparently now known as XXXX ) to MOHELA in XXXX or XX/XX/XXXX.
When I received the month count on my public service loan forgiveness, I logged into MOHELA 's online portal and then made a call to their customer service on XX/XX/XXXX because I noticed interest sitting on my account in the amount of {$1200.00}. This did not make sense given that I had been making payments prior to the pandemic and interest was paused during the pandemic.
I spoke with XXXX at MOHELA on XX/XX/XXXX, and she spent a long amount of time researching. She told me that the interest was likely from my previous servicer but could not explain it. She said that the interest would compound as of XX/XX/XXXX when interest starts accruing again on student loans. I asked for my full payment history on both of the loans. ( There are two -- both federal and both consolidated with fixed interest rates. ) She said that she would have this mailed to me and that it would take up to four weeks.
On XX/XX/XXXX, I received a blank document of three pages from MOHELA. ( Document images included herein. ) This contained no information about payments, so I called MOHELA the next afternoon and spoke with XXXX on XX/XX/XXXX. This time, XXXX told me that everything appeared to be requested correctly on MOHELA 's end. After insisting to him that I only received blank correspondence, I was told that a mistake occurred but that a new request to mail me the payment history was submitted by a manager. I was assured that I would have the history within 7-14 days. XX/XX/XXXX came and went, so I gave it one more week.
When nothing has arrived by XX/XX/XXXX, I called MOHELA again and spoke to XXXX XXXX. She said the XX/XX/XXXX request had been cancelled because it was deemed a duplicate, but she still couldn't explain what was occurring and why I couldn't have my payment history. She spent 1 hour 15 mins on the phone with me waiting to go through two layers of managers whose names she could not give me. I was assured that the second ( higher level ) male manager could see my payment history and that I would have it by that Friday, XX/XX/XXXX. ( XXXX, XXXX XXXX said that it was policy that supervisors ' names not be released to customers. ) That sounded improbable to me given the time it takes to mail something. When I questioned her on this, she said that it would be " into next week. '' Then she changed her mind and said that it could take up to 30 days but should be much quicker now that she notated the account to tell people here to look to get my payment history. I expressed my concern about the interest capitalizing on XX/XX/XXXX, XXXX XXXX told me " that won't happen. '' When I told her that I appreciated all of her efforts but would like to speak with the complaints division before reaching out to the CFPB, I was told that MOHELA was closing in 20 minutes and that she wasn't allowed to transfer me. Instead, I would need to call back the following morning and go through the various layers of employees before being allowed to speak to the complaints desk.
XX/XX/XXXX has passed. I have no payment history. I requested this two months ago and have spent upwards of 4 hours on the phone with MOHELA trying to get it.
I need my full payment history on both of these loans so that I can see what happened. I do not believe there should be interest sitting on my account, and I do not want this to capitalize on XX/XX/XXXX.
Why isn't full payment history available to borrowers when we log in? And why can servicers take 2+ months and still not produce it? This seems incongruent with loan practices in other industries whether that's mortgage or credit card. Can you please assist me? Thank you.
|
| 07/11/2019 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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To Whom It May Concern, I am reaching out to you because Ive reached an impasse regarding a situation with my student loan servicer. I have always made my payments on time. I have never been delinquent. My husband and I are XXXX XXXX XXXX in XXXX, Texas so money has never been an issue. We take care of our responsibilities.
The Issue : My husband and I switched banks and I updated my banking information via the MOHELA website on XX/XX/XXXX. I processed automatic debits at that time. The system notifies you that it takes a few business days for payments to appear on the account. The payment, {$1700.00}, was deducted from my checking account on XX/XX/XXXX.
On XX/XX/XXXX - I checked my MOHELA account and noticed there was an additional payment processing that I had not approved in addition to the regular monthly payment I had already paid. I called customer service and the agent said it was a technical issue, and not to worry. He then removed the processing payment.
On XX/XX/XXXX - I received an email stating XXXX MOHELA had not yet received my monthly payment and my account was delinquent. I want to repeat, the money was deducted from my account on XX/XX/XXXX.
On XX/XX/XXXX - I spoke to a representative, XXXX, that stated the reason why my account was delinquent was because I called and cancelled the second processing payment. Remember, this was an unauthorized payment made in addition to my regular direct deposit. When I called previously to cancel the second unauthorized processing transaction the previous representative had canceled my initial payment in addition to the processing payment supposedly.
According to XXXX MOHELA had sent me a refund on XX/XX/XXXX in the mail for that payment in the amount of {$1700.00} and stated I would receive it in the mail on XX/XX/XXXX at the latest. He stated my account was still past due and because no payment had been given, my account was past due and he advised me to pay all accrued interest as well as a {$50.00} late payment fee as soon as possible. I made a payment of {$1700.00} which was deducted from my account on XX/XX/XXXX.
My account STILL shows as delinquent after that payment.
On XX/XX/XXXX No refund was received from the first payment. I have now paid a total of {$3400.00} and my account balance has not changed. This is without taking into account the added interest and fees.
I recorded the last conversation I had with XXXX, and that is available upon request.
The Resolution : The payment of XXXX was debited from my account on XX/XX/XXXX. I expect the second payment of {$1700.00} to be refunded to me, and all interest and fees that accumulated and compounded as a result of Mohelas error to be eliminated.
I dont see how a company can debit someone with a confirmed transaction record : XX/XX/XXXX : Withdrawal MOHELA / TYPE : 1-TIME PAY ID : XXXX DATA : XXXX CO : MOHELA % % ACH ECC WEB % % ACH Trace XXXX and claim I didnt pay my student loan payment on time. Then charge me a fee and delinquent interest due to a supposed cancellation of that payment which I did not request.
I called and cancelled a second processing payment which I did not authorize on the account after the initial debit was completed. When I decided to play their game and pay the increased payment : XX/XX/XXXX : Withdrawal MOHELA / TYPE : 1-TIME PAY ID : XXXX DATA : XXXX CO : MOHELA % % ACH ECC WEB % % ACH Trace XXXX They did not refund me the initial payment in the time frame I was told via phone ( which I recorded ) and my account is still delinquent.
I have effectively paid over double my normal loan payment and have not been credited for any of my payments on their system despite having the money withdrawn from my account.
Thanks, XXXX XXXX
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| 05/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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On XX/XX/XXXX, the student loan that is held by Mohela, a Direct Loan that is covered under the Pandemic Payment Pause, had {$6100.00} in interest added to the loan without any paperwork or notification.
This loan is showing only {$24.00} due on the studentaid.gov website, and in all statements. I have tried calling several times and have written several times.
The loan is covered by the 0 % interest during the payment pause. I was given conflicting information by the loan company when I asked why this was charged and have been told the following through their secure messaging on XX/XX/XXXX : " Dear___________, Thank you for contacting MOHELA . Our records indicate, Loan sequence XXXX is showing {$6100.00} in outstanding interest. This is after the refund of payments during the payment pause.
However, the previous servicer history shows that a payment was made on XX/XX/XXXX in the amount of {$120.00}, {$24.00} went to the interest and paid it in full and {$98.00} was applied to the principle. When the refunds of the payment pause were done, the loan took on the interest as if it was not $ 0 % during the payment pause.
If you have any additional questions or concerns, you may contact a supervisor on our Customer Advocacy Team at the number listed below and we will be happy to assist you. '' Mohela is clearly stating that they are somehow charging interest on the loan during the payment pause. I have called on several occasions since discovering this added to my loan. I have received no documentation and no paperwork to support this added interest. Nor has Mohela acknowledged that this is illegal and has taken any move to fix it.
Call dates : XXXX spoke to XXXX id # XXXX XXXX spoke to XXXX id # XXXX I also messaged through Mohela secure messaging several times on XXXX when noticed interest added, then on XXXX, and XXXX, and XXXX. Last message states that they consider it resolved, still with no paperwork, response to investigation, or acknowledgement that interest can not be charged for loans during the payment pause.
" Dear _______, Thank you for contacting MOHELA. Our records indicate, that you spoke with a supervisor on XX/XX/XXXX, regarding this matter. However, we want to make sure that all of your questions and concerns have been addressed. If you have any additional questions or concerns, you may contact a supervisor on our Customer Advocacy Team at the number listed below and we will be happy to assist you. '' Mohela refuses to address this issue and gives this standard response to all subsequent and previous inquiries.
No where does it state that refunded payments, legal under the payment pause for payments made during the pandemic, change the loan interest, or occur any negative loan interest. Mohela verified this on XX/XX/XXXX when I first inquired about loan refunds, and XXXX also verified this on XXXX XXXX when I requested loan refunds to be eligible for loan forgiveness under PSLF or the BidenXXXX possible loan forgiveness. XXXX of Mohela verified this as well on XXXX when I asked on a recorded call.
Moehla refuses to respond to this concern and still will not provide any paperwork.
I have all documents of loan activity saved and none show interest added before XXXX. I was also never sent a letter about the interest being added, I only noticed it from logging into my account.
Please see all loan documents that I have showing the loan being transferred with only {$24.00} interest in XX/XX/XXXX when I applied for PSLF and was transferred to XXXX. Then the transfer back to Mohela from XXXX, again only {$24.00} in interest. Then the loan balance once Mohela had received all the loans from XXXX and the loan refund requests. Again, only {$24.00} in interest.
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| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I was assigned to MOHELA loan services, and honestly I wish I wasn't. I applied for the SAVE plan in XX/XX/2023, which would bring my monthly student loan payment from {$550.00}, down to {$77.00}. I got a letter in the mail from MOHELA on XX/XX/XXXX ( a day after my first payment was due ) that my application was denied because I did not upload documentation of me or my spouse 's income. I do not have a spouse and indicated that on my application, and I did upload my employment letter showing my income, so I called MOHELA to clear up this misunderstanding on Tuesday, XX/XX/XXXX ( I couldn't call earlier due to the weekend and a holiday on Monday ). The first agent I spoke to was receptive and told me what the process was going to be like to solve the issue. She said the payment that I wasn't able to make ( due to my application being denied and not being able to afford it ) was going to be put into forbearance and then my application would be resubmitted as she did see that I uploaded my income documents, and clarified that I stated that I do not have a spouse. She told me she was going to transfer me to another agent so I could clarify some information and get the process going. Things started going downhill after that. The next agent I spoke to, XXXX, had a very don't care attitude. Her tone was lazy and dismissive and when I explained to her what was going on, she proceeded to tell me that my application for the SAVE plan could not be resubmitted and I would have to apply for a completely different plan, saying the total opposite of what I was told by the previous agent. The more I tried to clarify or reason, she just nonchalantly kept giving me the same generic answer, so I decided to hang up because it was clear that she did not care about helping me at all. I called again the following day and spoke to an agent who gave me different information from the first two. She said she did not see my document showing my income and that my loan payment would not be able to go into forbearance. She said that I needed to pay the amount owed even though I told her my application was denied due to error on the company 's end, and even though I told her an agent told me my payment could be put into forbearance because I can not afford it. Overall, she lacked empathy. So you can understand my confusion and frustration after speaking to XXXX different agents and getting XXXX different types of information/answers/solutions. The third agent proceeded to say that she would need to guide me through the process of uploading my document or she could she transfer me to another agent, and I chose the latter because I know I did my part and really wanted to speak to someone who would understand that and be more helpful. The fourth and final agent I spoke with was XXXX. And I just want to say THANK YOU XXXX!! She was receptive, understanding, respectful and lead me to a fair solution. She understood where I was coming from completely and submitted a request for forbearance of my payment as well as resubmitted my application for the SAVE plan, which XXXX said I couldn't. She also clarified my document was there, which the XXXX agent said it wasn't. I understand the long wait times though frustrating, but what I don't understand is the lack of care and empathy for clients as well as the misinformation confidently being relayed. I don't understand why it took XXXX agents to get me where I need to be. This was an extremely difficult and frustrating process when it didn't have to be. The burden of debt is overwhelming enough, and to get so much resistance from the people who are supposed to be helping you is so sad, frustrating, and disappointing. I hope going forward they treat their customers better.
|
| 12/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX, I checked my bank account and saw that it had a negative balance. After looking into the charges in my account, I saw that MOHELA, my student loan servicer, had withdrawn the entire balance of my student loans. XX/XX/XXXX was my payment date and I was enrolled in the auto-pay program. I enrolled before the payment pause ended, and my first auto-pay was XX/XX/XXXX. The payment amount should be {$260.00} and was taken out correctly on XX/XX/XXXX. On XX/XX/XXXX, the autopayment amount was somehow changed. Instead of withdrawing the normal {$260.00} payment, they withdrew {$14000.00}. This was the remaining amount owed on my student loan. I checked my messages in my account a saw they had sent a confirmation for that amount on XX/XX/XXXX ; however, I had not opened it because the XXXX payment had gone through correctly, I assumed the XXXX auto-pay would be correct as well. That, after all, is the purpose of auto-pay ; a simple way to ensure you have on-time payments without having to closely monitor the account.
I called on the XXXX and they agreed that this was an error on their part and a significant issue. I was told that it would take 7 business days to cancel the payment. I was advised that the issue would be resolved more quickly if I worked with my bank to dispute the payment. So, I called my bank and they agreed to work with me to dispute the payment once it went through, as it was currently pending. When I checked the next day, the payment had not gone through, I believe because the account did not have sufficient funds. On XX/XX/XXXX I called MOHELA again to ask what to do now. At that time, my account was still showing that {$14000.00} payment, and that I no longer owed any money. I asked them, how I was supposed to make an on-time payment when the system showed that error. They said to wait a week for the system to update and list the correct payment amount. When I asked about making sure this payment would count towards XXXX, they recommended that I make a payment of the correct amount. I informed them that I did not feel comfortable doing that with a system that stated I did not owe anything. My fear was that I would make that payment, and they would just count the payment towards principal only when the balance was corrected. I this point I have no faith in their system.
On XX/XX/XXXX I received an email informing me that my account has a past due payment. When I checked my account is now showed that the payment that is due is the entire balance of my student loan. So, on XX/XX/XXXX, I called again to ask what to do, since I can not pay the payment that the system is saying is due, and since that payment is incorrect as the agreed upon monthly payment is {$260.00}. The person I talked with said that they would likely put me in forbearance while the issue was being resolved, both they would pass me to the XXXX department to complete a help desk ticket. When I asked for some documentation stating that this was not my fault, they stated I would get a confirmation number of the help desk ticket. I was transferred to a XXXX representative named XXXX, who stated she was in training. After admitting the error, I was placed on numerous holds while they attempted to resolve the issue. I was then suddenly patched into a survey, and after completion the line disconnected. Despite providing a callback number and giving them permission to call me back if we get disconnected, I did not receive a call back.
My concern now is that I am in the XXXX program. I am 7 payments away from being forgiven. I do not want my forgiveness delayed through this process. Additionally, I am not at fault in this process and do not feel I should be punished for their issue.
|
| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I fully completed and filed my PSLF/TEPSLF forgiveness forms on time, and after more than a year of exceptionally frustrating correspondence, escalation, and resubmitting the same documents over and over with Federal Student Aid , they finally confirmed that my employers were fully eligible. It was never clear whether the refusal to recognize my employer was by the Department of Education or by my then-servicer XXXX XXXX XXXX
Since then, my loan servicing was transferred from XXXX to MOHELA. As my information was populated in my MOHELA account, I checked the account in XXXX to see my forgiveness information. My current progress/payment page shows 71 qualifying payments for both federal stuent loans, with " 49 of 120 to go. '' However, in looking at the details, a number of payments and/or periods of hardship forbearance are not being counted. There are 59 months total missing that should would count under the TEPSLF rules, which would qualify me for forgiveness. The progress bars show 28 " ineligible '' payments as follows : 17 months in hardship forbearance from XX/XX/XXXX through XX/XX/XXXX. 11 months showing " no bill due '' from XX/XX/XXXX through XX/XX/XXXX. The forbearance periods should be counted under TEPSLF, and I'm certain that I was making payments during the additional 11 months.
Also, 31 months completely missing from the record from XX/XX/XXXX through XX/XX/XXXX. I asked MOHELA to review my files along with FSA and my previous servicers, to ensure that my records are complete and I can receive the loan forgiveness promised by the department of education.
On XX/XX/XXXX I received a canned response from MOHELA as follows : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and inconvenience that may have been caused. MOHELA is still in the process of updating payment counts under the limited Public Service Loan Forgiveness ( PSLF ) waiver. MOHELA is actively working with ED to implement the waiver. Your payment counts and payment tracker will not show all accurate information until all updates are complete. Continue to monitor your account on the Mohela.com portal for any adjustments. We appreciate your patience during this time.
To receive benefits of the limited PSLF waiver, the employer 's signature and date on your PSLF form has to be on or before XX/XX/XXXX. Your payment counts may not reflect the actual count until all of the updates are complete. Federal Student Aid ( FSA ) is working with MOHELA to make updates to borrower accounts. Continue to monitor your account on the Mohela.com portal for any adjustments.
For more information on your loan history, you can log into studentaid.gov and navigate to your Loan Status History by selecting My Aid on the right-hand side of the page.
If you have any additional questions, please contact us toll free at XXXX Monday XXXX XXXX. to XXXX XXXX., Tuesday and Wednesday XXXX XXXX to XXXX XXXX, Thursday and Friday XXXX XXXX to XXXX XXXX, CT.
Thank you, MOHELA -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Now that interest has resumed on these loans and payments will begin in less than a month, I am being directly financially impacted by the total failures of the Department as well as the various student loan servicers I've dealt with over the years. All I ask is that my records be updated so that I can receive the public service loan forgiveness that we were all promised.
|
| 10/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Older American |
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I have some documents that I can upload now but have more significant documents but I can't take time off of work so it ' really complicated i'm sorry this is half a complaint but, the deal is XXXX has been adding capitalized interest to my student loan debt and then XXXX $ in XXXX and XXXX $ in XX/XX/XXXX. Also, I called XXXX in XX/XX/XXXX and spoke to an employee XXXX employee id # -well hopefully I can attach documents but, XXXX said I had to complete a idr/repay doc-i did-then XXXX replied, in letter, that i'd applied/recertified for my repaye/idr too early AND XXXX would or 'may ' apply a forbearance to my account... shortly after this letter XXXX, the capitalized balance of my debt increased XXXX XXXX Then XXXX transferred my loan/debt to mohela ( XXXX ). The ombudsman of the dept of ed assigned my PSFL account to a specialized finance unit -who did a fantastic audit of my qualifying time XXXX XXXX of XXXX. Then my loan was sent to a special unit that was supposed to complete my loan. ... this is when my student loan/psfl went into the ether, until I spoke with XXXX who said i. I could NOT get qualifying months for XXXX, XXXX, XXXX & XXXX or XXXX b/c I'd had a personal bankruptcy. Those YEARS I only obtained 2 months of qualifying months for my psfl even though I was working a pre-approved 'certified " employer. Although I am no longer working for that employer, they were kind enough to provide me with a recent 're-certification ' document FOR ALL THE YEARS I WORKED THERE. I worked for the XXXX of XXXX a qualified govt agency ... full time in XXXX, XXXX, XXXX, XXXX, and early XXXX. Those years should all have been XXXX m onths of qualifying time for each years, instead, I got odd 2 months of 'qualifying months ' at different times. ...
It has been hellish looking for the recertification forms required by all agencies i finally found some and have forwarded them to my employer for them to do their part but I can't get mohela to answer the phone and the fedloan tele # we used to call got sold to a marketing agency. Anyway, What I need is for Mohela or the dept of XXXX or somebody to correct my qualifying months.I 'm XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX normally. I work XXXX hours per week on my feet as a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX providerXXXX XXXXdept of ed/student aid.gov/ & soon mohela will tell you I have XXXX more months to complete. The other thing is, I work 12 months/year. Since XXXX XXXX I have worked for XXXX XXXX XXXX XXXX XXXX time-yet the certifiers of my qualifying months over at fed loan have never given me full credit i.e., XXXX I only got 7 months of qualifying time... In one form or another I've been in an icr/ibr/idr/repaye since XXXX. Somebody has to think about USCode XXXX XXXX on employment law in this country, THE book on federal, state & local employment law, the first line in the book says : The agent is the representative of the principal. I believe if we are working for a XXXX for a XXXX XXXX XXXX, those months should be qualifying months for the psfl, idr, icr, XXXX, repaye b/c if you look at the irs tax code to determine who is an employee and who is not an employee XXXX used classrooms, work pages, school provided computers, school provided learning software, educational XXXX, fidgets, rulers pencils etal to do all the primary duties of my job. ... any other kind of employment i'd be considered an employee ... people are XXXX, the growing number of senior citizens living as debt slaves under this student loan debt is ridiculous. Anyhow, I think my student loan debt has been exploited, mishandled and abused and I want all my qualifying months now. Please help.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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|
Mohela is struggling with providing accurate repayment plan and amount and an incorrect amount is due today, XX/XX/XXXX. Mohela put half of the loans on administrative forbearance but did not put the other half of the loans on administrative forbearance.
They stated they will be doing this, but when? A payment is already due and I can not pay it. Mohela needs to expedite putting all the loans on administrative forbearance until they can produce an accurate billing statement.
More details of the history below : XX/XX/XXXX : I submitted a recertification application in XX/XX/XXXX with XXXX XXXX. I was recertifying income ( {$0.00} income ) for loans that were on the XXXX program already ( Loans # XXXX ), and I was requesting my remaining loans ( Loans # XXXX ) to also be on the XXXX program. Upon submitting a PSLF form, the loans were moved to Mohela. Mohela ignored the recertification and did not add the remaining loans on XXXX.
I have messages from Mohela representatives in which they seem confused about the type of loans they are, and finally when I speak to someone they state they ignored the recertification and guessed my income, therefore stated I was not qualified for income based plans. I discussed this with The XXXX XXXX XXXX XXXX XXXX who reached out to Mohela to inform them that all my loans qualify for XXXX. Mohela agreed.
XX/XX/XXXX : A Mohela supervisor called my spouse ( 3rd party authorized person ) to confirm that all the loans qualify for XXXX and that the payment is {$0.00} based on the last recertification. They stated this will take time but that the changes will have to be made manually.
XX/XX/XXXX : In calling Mohela to check the status of the loan, every person can see this note - manual changes need to be made to the account. However, the changes have not been made. Per Mohela they have been processing the recertification form from XXXX XXXX since XX/XX/XXXX. I have a letter from them stating half of my loans are on Administrative Forbearance ( which I did not request ) and the other half of my loans ( the ones that deserve to be on XXXX ) are not on Administrative Forbearance and they have a payment of {$3500.00} due on XXXX.
This bill is based on loans # XXXX on " standard repayment '' and not XXXX and in addition not based on the income at my recertification.
The Mohela representative told my spouse they can put loans # XXXX on forbearance while they make the changes and to call back in XXXX business days if not completed.
XX/XX/XXXX - Loans # XXXX are still not on forbearance. Mohela representatives are stating that I need to just wait. Every phone call takes XXXX hours to complete due to hold times. After requesting a supervisor my spouse waited an extra hour and they hung up on me before being able to discuss the issues.
XX/XX/XXXX Loans # XXXX are still not on forbearance. In addition as of XXXX my XXXX application was CANCELLED. The representative was not sure why. Apparently they are still working on the manual changes and pending administrative forbearance. They claim I do not have to pay, BUT I believe that unless these loans are in administrative forbearance I am NOT PROTECTED from non payment.
I am unable to make this payment but if I do not make the payment it will be reported negatively on my credit score.
Action that needs to be taken : Mohela needs to process the recertification form prior to the XXXX bill due date. All loans # XXXX need to be on the XXXX plan XXXX The payment should be {$0.00} due to income at the time of recertification.
If they can not not complete this by the bill date, all the loans should be on administrative forbearance until they get it done.
|
| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
|
|
I need to file a complaint against my student loan servicer Mohela. I have both subsidized and unsubsidized loans currently in forbearance. I want to pay the interest, but they won't let me specify which loan to apply the payment to. As a result, one of my loans is continuing to compound interest.
The first time I called on XX/XX/XXXX, it took over two hours for a callback, and I spent almost three hours on the phone, including an hour waiting for a supervisor. The representative suggested online payment allocation, but their website clearly states that it's not possible to target subsidized or unsubsidized loans online. It says one must call or submit a standing payment, which I have done.
Once I got ahold of a supervisor she assured me they could submit a request to split payments evenly between both loans, covering the interest and then splitting the remaining amount to the principal of both loans. It took an hour for the supervisor to process this. However, after a couple of weeks, I made another payment which was only applied to a single loan. This payment was made on XX/XX/XXXX.
On my next call ( XX/XX/XXXX ), there was no callback option, and I waited for over two hours to get through. The representative didn't seem to have clear notes from the previous call ( XX/XX/XXXXXXXX XXXX ). When I asked if she saw the notes from the supervisor I spoke with the first time I called and the request for my payments to be split evenly, she said, " I'm sorry, there is no request for that, and no standing payment instructions on the account. '' She went on to say that I could use the website to allocate payments to the individual loans. I had to politely correct her and explain to her what the payment page states on their own website.
I expressed my frustration with the situation and she assured me that she would be able to apply my last two payments appropriately. However, she put me on hold, and I waited for over an hour. I thanked her for that but raised the concern of future payments. She insisted that I needed to submit an online form to ensure online payments were split evenly after she had no idea about not being able to target my loans directly, I explained I already did that and sought confirmation for future payments.
She put me on hold again to consult with a supervisor, and upon returning, she stated that the form for the standing payment instructions wouldn't work after she claimed this was what I needed to do. She claimed I needed to make a minimum payment, even though my loan was in forbearance. I explained there is no minimum payment, as my loan is still in forbearance, and my goal was to cover interest while in forbearance and make additional principal payments after covering the interest.
I then asked why the previous supervisor I spoke with didn't mention this and assured me that everything was in order. I requested to speak with another supervisor. However, she put me on hold, I waited for over an hour and never returned. I later found out that their offices closed while I was waiting on hold, and no one addressed my questions.
To make matters even more confusing, I later noticed that the representative did apply for one payment correctly that was made on XX/XX/XXXX, even though she initially claimed she couldn't because I didn't make the minimum payment. However, she processed this without returning to the call to address my questions or concerns. What's even more perplexing is that she only processed it for one payment, not the two payments mentioned previously. This has left me even more bewildered and frustrated, as I still haven't received answers to my questions or had my issues resolved.
|
| 08/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXX XXXX MOHELA XXXX XXXX XXXX XXXX, MO XXXX NOTICE : PRINCIPAL AND AGENT ARE MUTUALLY INFORMED To Whom It May Concern, Upon thorough examination of my consumer report, it has come to my attention that you are engaging in the unlawful practice of reporting my student loans to unrelated third parties. Additionally, I have not been provided with the necessary disclosures as mandated by 15 U.S. Code 6802, which pertains to obligations regarding the disclosure of personal information.
In case you are not familiar with the legal framework, let me clarify that as per 15 USC 6802, you are legally obliged to furnish me with three specific disclosures. After reviewing all documentation provided by your institution, I have confirmed that none of these documents include the required disclosures.
a ) NOTICE REQUIREMENTS Subject to the stipulations of this subchapter, a financial institution is prohibited from disclosing nonpublic personal information to nonaffiliated third parties, unless said institution has issued a notice to the consumer in compliance with section 6803 of this title.
Given that I have not received the aforementioned disclosures, I formally request the removal of these accounts from all consumer reporting agencies, including but not limited to XXXX, XXXX, and XXXX, in accordance with 15 USC 6802 ( b ).
( b ) OPT OUT ( 1 ) GENERAL A financial institution is prohibited from revealing nonpublic personal information to nonaffiliated third parties unless the following conditions are met : ( A ) The financial institution clearly and conspicuously informs the consumer, in writing, electronic form, or any other mode allowed by the regulations stipulated under section 6804 of this title, that such information may be disclosed to said third party. ( B ) The consumer is provided the opportunity, prior to the initial disclosure of such information, to instruct that the information not be disclosed to the third party. ( C ) The consumer is presented an explanation detailing how they can exercise the option of nondisclosure.
MOHELA did not fulfill their legal obligation to provide me with this information.
MOHELA knowingly and intentionally withheld crucial information regarding the disclosure of my personal information to both affiliated and non-affiliated third parties.
MOHELA knowingly and intentionally neglected to inform me about the procedure to exercise my right of nondisclosure.
As a consumer, I assert my right to privacy under 15 USC 1681, 15 USC 1692, and 15 USC 6801. My personal information is private, and my student loans fall under this category. Your actions of reporting my private information without my consent amount to a severe breach of identity protection.
I hereby formally request the provision of all required disclosures pursuant to 15 USC 6802 ( b ), which should have been transparently communicated to me before any reporting of my non-public personal information to nonaffiliated third parties ( XXXX, XXXX, XXXX, XXXX ).
I am actively opting out of having my information reported, as per 15 USC 6802 ( b ). You are granted a period of 10 calendar days from the date of this notice to expunge the following account/s from your records : XXXX I am following the laws made by Congress and not the rules you made up. If you send back a promissory note then you are still in violation of these laws included in this letter, I feel like my rights as a consumer is violated by you reporting my nonpersonal information without giving me the 3 disclosures which prohibit you to do so. I am demanding you remove this from all consumer reports.
Sincerely, XXXX XXXX
|
| 08/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
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RESPONSE DISPUTE!
PERSONAL NOTE!
THIS FRAUD ACCOUNT BEING ON MY CONSUMERS REPORT IS HOLDING ME BACK FROM EVOLVING AS A CITIZEN IAM NOT ABLE TO OBTAIN A HOME OR APARTMENT A GOOD PAYING JOB OR EVEN A LOAN OR CREDIT CARD! I DEMAND AS A FEDERALLY PROTECTED CONSUMER THAT THE CREDIT BUREAUS AND ALL COMPANIES INVOLVED REMOVE FRAUDULENT ACCOUNT OFF MY CREDIT REPORT AND CONSUMERS REPORT NOW PERMANENTLY!
I HAVE ALREADY DISPUTE THIS FRAUD ACCOUNT EVEN BEFORE THIS IN XXXX. I HAVE MADE AN IDENTITY THEFT CLAIM IN XXXX AS WELL THIS FRAUD ACCOUNT SHOULD HAVE BEEN REMOVED WITH IN 4 DAYS OF RECIEPT OF COMPLAINT!! ALL COMPANIES INVOLVED IS NOW IN VIOLATION OF THE LAW " FAIR CARES ACT '' AS OF XX/XX/XXXX I HAVE NOTICED FRAUDULENT ACCOUNT REPORTING TO MY CONSUMERS REPORT AND CREDIT PROFILE THE COMPANY AND CREDOT BUREAS HABE NOT REMOVED FRAUD ACCOUNT ITS BEEN MORE THAN 30 day they are in violation of the " FAIR CARES ACT XXXX XXXX XXXX XXXX Balance details 0 % paid off Balance {$21000.00} Balance updated XX/XX/XXXX Original balance {$21000.00} Account info Account number XXXX Open/closed Open Date opened XX/XX/XXXX Account type Education Payment summary XXXX XXXX XXXX XXXX XXXX - XXXX - XXXX XXXX XXXX XXXX - XXXX - XXXX - XXXX - XXXX - XXXX - XXXX - PAYMENT HISTORY LEGEND Status Open/Never late. Status updated XX/XX/XXXX Original balance {$21000.00} Monthly payment {$0.00} Last payment date XXXX XXXX, XXXX Additional info Responsibility Individual Terms - Company sold - Original creditor - Comments- Your statement - Contact info Address XXXX XXXX XXXX XXXX, MO XXXX Phone number ( XXXX ) XXXX Is everything correct? If inaccurate information appears on your report, you can contact the lender directly to have it corrected, or let us know online or by mail. Dispute this account THE DATE OPENED/DATE CLOSED/ LAST PAYMENT DATE IS INACCURATE ON THE CREDIT BUREAS.ALSO THE ACCOUNT NUMBER IS INCOMPLETE THIS IS GROUNDS FOR REMOVAL.DUE THAT FACT IS CLAIMED AS FRAUD FROM A FEDERALLY PROTECTED CONSUMER IT MUST BE REMOVED FROM CONSUMERS REPORT ACCORDING TO " FAIR CARES ACT '' ANYTHING A CONSUMER REPORTS AS FRAUD MUST BE REMOVED FROM THE CONSUMERS CONSUMERS REPORT WITH IN 4 BUSINESS DAYS OF FRAUD RECEIPT 15 U.S. C ode 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that results from an alleged identity theft Shall be removed from the consumers report not later than 4 business days after the date of receipt.
DISPUTE RESPONSE 15 U.S. Code 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity
theft Shall be removed from the consumers report not later than 4 business days after the date of receipt.
It has been 30 days and you are in VIOLATION of this law because I am a victim of identit theft!! Please delete these items as soon as possible!
These accounts should not be furnished on my consumer report as they are in VIOLATION!
Under, 15 U.S Code 1681b - Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer und the following circumstances and no other : ( 2 ) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT.
As a federally protected consumer I am demanding the deletion of the accounts listed IMMEDIATELY.
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| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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**Please disregard my previous complaint XXXX and replace it with this complaint. ** On XX/XX/23, I received a notification via email from Studentaid.gov that I missed a loan payment so on XX/XX/23, I spent 2 hours and 18 minutes on the phone with Mohela until my call was dropped ( 90 % of call was hold time and I never received a callback ). I had attempted to learn why my account had a delinquent status and the representative spent over an hour trying to figure out why before she stated it was an interest balance from a loan in the amount of {$18.00}. I indicated numerous times that I had autopay set up and it paid what I thought was the total balance due ( {$380.00} ). The representative 's response was the same, " it can take one to two months for autopay to become active. '' I originally filed for the SAVE IBR on XX/XX/23 and then sent an updated SAVE IBR on XX/XX/23, both have never left pending status and when it came time for the interest payment to be paid on XX/XX/23, it was paid fully in the amount of {$380.00}, or at least so I thought.
I was enrolled in autopay and so my understanding was that my entire payment was made and did not owe anything additional for XXXX. I could not get Mohela to explain why the {$18.00} amount was not included in my autopay pymt.
On XX/XX/23, I was on the phone for over 5 hours ( 97 % of time on hold - before they hung up on me without warning ). At one point during my call, the representative stated that I " was in administrative forbearance, '' but later relayed a message from their supervisor that " because my bill was sent on XX/XX/23, the required 21 days notice was provided and I did not meet eligibility for administrative forbearance. '' I did not receive any notification for this bill.
I made a request to the customer representative to speak with a supervisor four or more times before I was finally placed on a two hour hold which resulted in Mohela disconnecting the call without notice ( total of over 5 hours on the XXXX call and over XXXX hours in less than 24 hours ).
It appears that Mohela made a billing error on my account as they failed to provide a bill in the amount of {$18.00}. The rep I was speaking with on XXXX stated that it should have also been emailed on XX/XX/23 so I asked them to forward me the email but there was no email notification to send. Instead, they emailed me the billing statement with a billing date of XX/XX/23, but they were unable to provide me any verification that it was actually sent to me and I did not receive it. I checked my US Mail Informed Delivery and no mail from Mohela was received within a seven days of XX/XX/23.
They also stated that notification should have been sent via secure message but there was no record of it. Finally, they stated that the notice was sent as a secure message on XX/XX/23, which I said that was only one day before my payment was due ( not the obligatory 21 days ) and the representative did not respond.
I have been diligently making my student loan payments for many years and made an interest payment via autopay in the amount of {$380.00} on XX/XX/23. It makes zero sense that I would avoid paying {$18.00} which would put my account into delinquency.
Mohela has failed to adequately address my concerns and has consumed hours of my life with undue burdensome holdtimes and poor and ineffective communication. I'm afraid that my credit score will be impacted and have also lost faith that Mohela can competently perform any further duties as my loan servicer.
Please provide more oversight over this poorly run loan servicer or allow borrowers with Mohela to change loan servicers.
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| 07/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing as I have been having an ongoing issue with the status of my loans since returning to school. I took out student loans over 10 years ago while attending XXXX XXXX XXXX, and my loans have been in repayment status since XXXX. During the XXXX XXXX XXXX, my loans were placed in the XXXX Forbearance, and all was fine. I returned to school in XXXX, XXXX, and at that time, I did not take out any new loans, nor did I even file a FASFA as I decided not to use student loans to pay for school. When my school, the XXXX XXXX Nevada at XXXX, notified MOHELA that I was enrolled, my loans were automatically placed into an " in-school deferment, '' and I quickly requested that this status be removed and returned back to the XXXX Emergency Forbearance as I had no need nor desire to place my old loans into deferment. My plan is to remain in active status, retaining the XXXX Forbearance, and then resuming payments when the student loan pause ends. I have had to request that this happen multiple times, however, as each time I requested that my loans be taken out of automatic deferment, they would return to automatic deferment a few days later, and this took place on multiple occasions from XX/XX/XXXX to XX/XX/XXXX. Finally, I was advised that my loans would be marked as having a permanent denial of automatic in-school deferment status, which is exactly what I wanted, and this lasted through early XX/XX/XXXX. I could see that this was working as I would get notification that MOHELA was notified of my in-school status, however the letter would show that I declined automatic deferment. In XX/XX/XXXX, however, some of my loans were once again placed in automatic in-school deferment after MOHELA was alerted that I was in-school, despite being advised on XX/XX/XXXX that my loans were noted as having permanently declined automatic in-school deferment. I have been told multiple conflicting things from MOHELA since that time, stating that I need to fill out a form that I would be sent separately to permanently decline automatic in school deferment ( I have not yet received this form, nor can I find it online ), that my loans would be taken out of the automatic deferment ( this still has not happened ), and that I am ineligible to decline automatic deferment since I am in school ( this is incorrect according to FSA 's Web site... I am eligible since these are not new loans, and only people with new loans are not able to take them out of automatic deferment ). I am writing as, based on the payment tracker with PSLF, if I certify my employment in XX/XX/XXXX, I will have accumulated enough qualified payments to achieve PSLF on all of my loans, and since some of them keep being placed in automatic in-school deferment, it keeps jeopardizing my ability to do this. Also, after calling, I was advised that even with deferment waived, my loans were now in " in school '' status, something they said could not be waived, and none of my months would count toward PSLF. According to FSA 's Web site, I have a right to reject this, but MOHELA is refusing to do so. Again, I do not want any of my loans to be placed in automatic in school deferment, and I want them all to remain in the XXXX forbearance until the student loan pause ends, and then I plan to make my monthly payments until I apply for PSLF. This is incredibly frustrating, especially since I keep being told different things, and by reviewing my loans, it is obvious that the loans are not new, have been in repayment for many years, I have no new loans, and I have, on multiple occasions, requested that the automatic deferment for in-school status be permanently removed.
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| 01/22/2019 |
Yes |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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I started at University of XXXX in XX/XX/XXXX for a XXXX in XXXX XXXX and successfully put my loan into deferment for three months ( the maximum amount allowed ). Around the time that the three months were up, I submitted another deferment request, because I was still in school.
On XX/XX/XXXX the deferment request was denied because it was not within 30 days of the end date of the original deferment. I received the notification on XX/XX/XXXX.
I then submitted another request 1 day before the 30 days started because I figured processing with my school would take at least a day. It was denied on XX/XX/XXXX because there were missing dates of enrollment, however, the national student clearinghouse sent the correct forms with the application. I received this notification XX/XX/XXXX.
I submitted another deferment request again after the 30 days began and it was denied on XX/XX/XXXX because it was not within the 30 days of the end date of the other deferment. I had submitted it after the 30 days but since it was signed and dated for the day before the 30 days, they denied the request. I received this notice on XX/XX/XXXX.
I then submitted the deferment request for the FOURTH TIME. It was denied on XX/XX/XXXX again due to it not providing a program of study. I received this notification on XX/XX/XXXX. By this point it was so close to XXXX so I was unable to get anything done with my school since everyone was gone on break so I had to wait until after office personnel came back at University of XXXX. By this time it was XX/XX/XXXX.
At this point, I was in direct contact with one person from the registrars office and she sent the deferment request 4-5 times to XXXX/Mohela by fax and by e-mail. The only record that XXXX/Mohela has of this is XX/XX/XXXX which they took no action and XX/XX/XXXX which they also took no action. I finally got frustrated and asked the registrar lady to just send me the forms directly so I could up load them onto my account homepage. This was against their protocol but she agreed because, I assume, she understood how much trouble this had been for me.
I submitted the deferment request again for the FIFTH TIME on XX/XX/XXXX through the XXXX/Mohela website and I made sure to contact XXXX/Mohela when I submitted it to make sure everything was filled out correctly. They assured me that it would and that I would not be penalized for this since my account has been past due since I have been waiting for this deferment to go through.
On XX/XX/XXXX they contacted me because my account was past due and that was when they informed me that the dates were not filled out correctly AGAIN. I was forced to pay a month of my loan which I really cant afford right now and now I have to submit this deferment request again. Also, apparently I was given the incorrect information by the previous two XXXX/Mohela personnel who told me that if my deferment request was approved it would retroactively be applied through the month of XXXX. That was not true, thus the reason I had to pay for a month of student loans that I truly can not afford.
I am submitting this complaint because XXXX/Mohela have failed to acknowledge my in-school deferment requests. They have created such a burden on me and my school by denying my requests over and over again knowing full well that I am currently in school. I have been prompt with every one of my filings and deferment requests but because of their incompetence, my account is now 37 days past due. I have done everything in my power to get them to accept my deferment requests, but they have utterly failed to perform even the most basic of tasks.
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| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Since Mohela took over my student loans it has been a true nightmare which has affected my mental health. They have been so unresponsive down from the agents on the phone to the agents in chat, to the supervisor, and Ombudsman. I have contacted them over the phone, in writing and filed a complaint to the ombudsman and all I get as a response is that they are working on it. I have spent endless hours on the phone waiting for agents to take my call, and every time I am sent to speak to a supervisor, I have to wait over one hour to speak to someone. I have spoken to XXXX XXXX & XXXX over chat, not to mention all the other agents I have spoken to over the phone, as well as the various supervisors, XXXX ext. XXXX, XXXX ext. XXXX, XXXX ext. XXXX, XXXX ext. XXXX, and XXXX. I have spoken with 5 different supervisors which names I have mentioned, and they all agreed and were confused as to why my only XXXX loan was updated differently on the qualifying payments. Every supervisor has confirmed that I only have THE XXXX loan which is Subsidize/Unsubsidized should update the exact same way. I have been told that they reach out to Customer Advocacy team and they cant resolve their error. Then they tried to blame it on XXXX XXXX that they did not provide the correct information however that is completely a lie because when my loans transferred to Mohela from XXXX XXXX XXXX XXXX loan would update with the same payment count. Every year when I certified my employer XXXX form with XXXX XXXX they did it in a timely manner and they would update the same loan unsubsidized/subsidize with the same payment count. ( Mohela ) I logged in and had seen the XXXX Loan XXXX having the same payment credit count, however I logged in on XX/XX/2022 and noticed that my subsidized loan had updated to 116 qualifying payments, but my unsubsidized loan had stayed at 87 qualifying payments. I was assured by XXXX the supervisor that within the next 30 days I would see my payment count to reflect the same however I was then called by another supervisor that I needed to file a reconsideration form through studentaid.gov. While on the phone with supervisor XXXX, she asked me to file the reconsideration and wait to provide her with the case number. I provided her with case # XXXX and XXXX had me submit a copy of the email receipt with the case number to the XXXX department for further processing. A few days later I received a call from supervisor XXXX, and she advised me that the CAT team had advised her that it was in internal error that they could not correct. It is unacceptable that Mohela is the one who made the mistake and did not update my XXXX loan with the correct qualifying payments, and they keep blaming others for their wrongdoing. I also never heard from the Ombudsman which that person should be investigating claims filed and discrepancies done by Mohela. Also, Mohela continues to tell me that XXXX is the only one that can correct this however I have spoken to XXXX many times and they continue to advise me that Mohela is the only one that can correct it. I was encouraged by the Department of Education to file this complaint. I continue to reach roadblocks with many attempts for clarification and correction by Mohela. I have been working towards XXXX XXXX for the last 10 years. I am requesting that forgives is applied to my XXXX loan that has Subsidize/Unsubsidized balance as I would have taken all the steps necessary to have the entire sum of my loan forgiven. It is not appropriate that I have to work around any remaining obstacles created by Mohela to obtain forgiveness.
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| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Back at the end of XXXX I mailed my PSLF form to MOHELA. I never received any sort of communication from them informing me that my application was received or that my loan was being transferred to them or that my application was processed or anything else. I went ahead and created an account with their website anyway.
Since the payments are supposed to be starting back up, I logged on XX/XX/XXXX to see if I needed to get anything set up for making payments. When I looked at my applications, the ONLY application form that I ever sent, and therefore the ONLY application form they ever received, was marked as a duplicate on XX/XX/XXXX. How can the ONLY application form that has ever existed for my account be a duplicate? It's apparent that no one is actually looking at what they are working on and are just randomly marking applications as duplicates, probably so they don't have to bother with processing them to save time, which only creates more work for themselves when they have to figure out what went wrong.
I then used their website to send them an email on XXXX The website said I would receive an answer within 3 business days. Today, XXXX marks 6 business days, and I have yet to received even so much as an automated response telling me my message was received.
So, todayXXXX XXXX, I sent the same exact message again, and I also noted that I would be submitting a formal complaint, as their service has been unacceptable. I want ALL correspondence with them to be in writing, as I simply do NOT trust them to competently handle anything, since I learned from various online forums that this is FAR from a unique problem, and I have no way to record any phone calls with them. Even if I did, it is impossible to get anyone on the phone.
My PSLF form was put in the mail before the end of XX/XX/XXXX, so it was mailed into them in time. Now, it is nearly time for me to resubmit the annual PSLF form, and my first one was never even looked at. I will NOT be submitting that form before they process the one sent a year ago, because it would be a very real possibility that that form, too, would be marked as a duplicate.
As I mentioned above, I have also seen in various online forums that this is NOT a unique problem. MOHELA has done this to THOUSANDS of PSLF forms. They also seem to almost never give consistent answers to people 's questions, and they take NINETY BUSINESS DAYS, or longer!, to process EVERY FORM. This is entirely unacceptable ; there is no reason for it to take so long, no matter how much corresondence, applications, etc. they are currently receiving. I can't even get my loan to be transferred to them because of this ; I shudder to think what it will be like once they finally are the ones handling my loan.
To support my complaint, I have attached 5 screenshots from my MOHELA website account.
The first is a screenshot of all forms for me received by MOHELA, showing that only 1 form was ever received by them ( which is correct ), but it was marked as a " Duplicate Form '', despite the fact that there is only 1 form total EVER submitted for me.
The second screenshot is of my sent box in my messages area of my MOHELA account, showing the 2 sent message.
The third and 4th screenshots are of the messages themselves, XXXX XXXX the message I sent XX/XX/XXXX and XXXX XXXX the message I sent XXXX
The fifth screenshot is of my MOHELA messages inbox, showing an empty inbox, clearly attesting to the fact that, despite it being twice the 3 business days I was told to wait for a response, I have yet to receive any sort of response from them.
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| 10/06/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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To Whom It XXXX Concern : This letter is being sent to you in response to notices sent to me from your company and more importantly, due to your erroneous reporting to the Credit Bureaus, the highly negative impact on my personal credit report. Please be advised that this is not a refusal to pay, but a notice sent pursuant to the Fair Debt Collection Practices Act, 15 USC 1692g Sec. 809 ( b ) that your claim is disputed and validation is requested.
This is NOT a request for verification or proof of my mailing address, but a request for VALIDATION made pursuant to the above-named Title and Section. I respectfully request that your offices provide me with competent evidence that I have any legal obligation to pay you regarding the following account Mohela /Dept of Education Please provide me with : 1. What the money you say I owe is for.
2. A detailed explanation of how you calculated what you say I owe.
3. Copies of any and all papers that prove I agreed to pay what you say I owe.
4. A verification or copy of any judgment, if applicable.
5. The identity, name, and address of the original creditor.
6. Proof that the Statute of Limitations has not expired on this account.
7. Proof that you are licensed to collect in my state.
8. Your license numbers and Registered Agent or Agent of Service.
At this time, I will also inform you that if your offices have reported invalidated information to any of the XXXX major Credit Bureaus ( XXXX, XXXX or XXXX ) this action might constitute fraud under both Federal and State Laws. Due to this fact, if any negative mark is found on any of my credit reports by your company or the company that you represent, I will not hesitate to bring legal action against you for the following : 1. Violation of the Fair Credit Reporting Act 2. Violation of the Fair Debt Collection Practices Act 3. Defamation of Character If your offices can provide proper documentation as requested in the following Declaration, I will require at least 30 days to investigate this information and during such time all collection activity must cease and desist.
Also, during this validation period, if any action is taken which could be considered detrimental to any of my credit reports, I will consult with my legal counsel for suit. This includes listing any information with a credit reporting repository that could be inaccurate or invalidated or verifying an account as accurate, when in fact there is no provided proof that it is accurate.
If your company fails to respond to this validation request within 30 days from the date of your receipt, all references to this account must be deleted and completely removed from my credit report and a copy of such deletion ( to any/all of the XXXX major credit reporting bureaus : XXXX, XXXX and XXXX ) request shall be sent to me immediately.
I would also like to request, in writing, that no telephone contact be made by your company to my home or my place of employment. If your offices attempt telephone communication with me, including but not limited to computer generated calls and calls or correspondence sent to or with any third parties, it will be considered harassment and I will have no choice but to file suit. All future communications with me MUST be done in writing and sent to the address noted in this letter by USPS.
It would be advisable that you assure your records are in order before I am forced to take legal action against your company and your client. This is an attempt to correct your records, any information obtained shall be used for that purpose.
Best Regards, XXXX XXXX XXXX
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| 10/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I have an error on my credit report involving XXXX XXXX XXXX and both mortgage and student loans. Iam a single parent and a deceased veterans widow. In XXXX I moved to XXXX Ga and utilized my VA loan to purchase my first home for {$180000.00}.. On XX/XX/XXXX. I sold my house in a short sale for {$150.00}, XXXX. My mortgage account was paid in full leaving a balance of XXXX I attendee graduate school, from XX/XX/XXXX to XXXX. Earning dual subject masters .I received a small portion of my education loans from XXXX XXXX XXXX XXXX XXXX All of my loans collectively are about XXXX, XXXX, inclusive of my undergraduate and graduate loans. I am disputing amount of {$180000.00} that was added to my school loans in XXXX. I have no class or educational loans in the period of XXXX to XXXX that required me to obtain a loan for the disputed amount. In fact collectively my student loans for my graduate and under graduate programs were leas than the disputed amount of almost $ XXXX debt added to my loans whom where being serviced by XXXX XXXX XXXX XXXX I spent XXXX until XX/XX/XXXX XXXX XXXX credit report reflected the removal of the disputed amount 0f {$180.00}, XXXX A great XXXX present.
On XX/XX/XXXX, all federal student loans were assigned to MOHELA for loan servicing. I was told there was an error but no one will correct the account. I have disputed with the credit bureaus and the new agency Mohela. I also submitted communication from XXXX admitting that I had a mortgage with a very similar amount which was paid in full. Due to XXXX laws XXXX XXXX admitted that they can not change account data, all credit reporting was deemed accurate. I also filed more than XXXX disputes with XXXX credit report I am now claiming identity theft because this is not my debt. XXXX always agrees with a judgement favoring the creditor. Regardless of my supporting documents no one will attempt to correct this negative debt. Intially my credit plummeted due this notation I was unemployed and my credit report implied that I had ( at that time ) {$300000.00} in student loans.m the majority of that would have been the amount I am disputing. An amount close to my mortgage balance paid in full XX/XX/XXXX. XXXX.
XXXX customer service explained that they input all data on behalf of the creditors. Please see my communication with XXXX XXXX dated XX/XX/XXXX th XXXX XXXX agreed ( with my written permission ) to contact the credit agencies and request that they remove the trade lines and narratives associated with this disputed inaccuracy. In short, I believe that my having financial accounts ( mortgage and school loans ) in the same bank caused an administrative error. My mortgage data was placed under student loans both transactions ( loan and mortgage had an identical reference number. I have contacted all parties involved in this dispute. There have been no corrections by XXXX OR Mohedla have made no corrections to my credit report. I did not have a educational loan for $ XXXXdispersed in one semester between XXXX XXXX, ever. This is identity fraud. I believe a careless administrative error has depleted my credit score. Has affected my income and economic growth potential and my ability to apply for credit. I have read reviews and blogs about the negative impact, m inaccuracies and administrative errors affecting some student loan account holders. A large majority are a result of the XXXX loan service provider change. The transition. to Mohedla has been problematic Anything to clear this up would be appreciated.
Please see supporting documents XXXX XXXX XXXX
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| 02/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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I am writing because after a year of dealing with Mohela and their massive mistakes, I don't know where else to turn.
As background : I graduated from XXXX school in XX/XX/XXXX and entered repayment on my student loans in XX/XX/XXXX.
I have been a full-time XXXX XXXX since XX/XX/XXXX.
I have worked for only two organizations in the last XXXX years : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX is a nonprofit government-funded organization providing public defense services to indigent clients.
The XXXX is a statutorily- and constitutionally-mandated governmental organization, part of the judicial branch of the Minnesota government.
I have been on income-based repayment status since XX/XX/XXXX.
I have never had a forbearance ( besides the universal COVID forbearance ).
I have never missed a loan payment.
I have never had a late loan payment.
I completed 120 monthly payments as required in XX/XX/XXXX.
In XX/XX/XXXX, I sent in my first Employment Certification Form ( " ECF '' ).
In XXXX ( or thereabouts ) XXXX, the federal government said my employment qualified for PSLF.
Because my loans were improperly consolidated in XX/XX/XXXX, I qualified for relief under T-PSLF.
My loans were properly consolidated and transferred from XXXX to MOHELA in XX/XX/XXXX.
In XX/XX/XXXX, MOHELA representatives told me they had not received my ECF from the federal government, and advised me to send in another ECF.
In XX/XX/XXXX, I sent in another ECF.
In XX/XX/XXXX, MOHELA sent me a notice that my employment was not eligible for PSLF because the State of Minnesota is a for-profit organization.
I spent approximately five hours on the phone with MOHELA trying to convince them the State of Minnesota is, in fact, a state.
In XX/XX/XXXX, MOHELA said I had no account with their system. After waiting on hold for three hours, the automated phone said, " goodbye '' and disconnected me.
In XXXX or XX/XX/XXXX, I filed a complaint with the federal Ombudsman for student loan programs. I never received an answer.
On XX/XX/XXXX, I spent several hours on hold. When I reached a representative, she confirmed my account exists. I confirmed the State of Minnesota XXXX is a state organization. The representative confirmed my current ECF would expire on XX/XX/XXXX.
On XX/XX/XXXX, MOHELA sent me a loan summary indicating I had XXXX PSLF-eligible payments, 89 PSLF qualifying payments, and 31 payments remaining.
On XX/XX/XXXX, I sent an updated ECF to MOHELA and checked the box indicating I qualify for debt relief and requesting any further payments be paused.
On XX/XX/XXXX, MOHELA sent me a loan summary indicating I had 131 PSLF-eligible payments, 112 PSLF qualifying payments, and 8 payments remaining.
On XX/XX/XXXX, MOHELA sent me a letter acknowledging receipt of my XX/XX/XXXX ECF.
On XX/XX/XXXX, MOHELA sent me a loan summary indicating I had 132 PSLF-eligible payments, 9 PSLF qualifying payments, and 111 payments remaining.
I received this letter on XX/XX/XXXX. On XX/XX/XXXX, I spent an hour on hold with MOHELA. When I spoke to a representative, she said their systems could not find my account.
MOHELA is engaging in Olympics-level weaponized incompetence. This is ruining my life ; I have dedicated my blood, sweat, and tears to public service and have been counting on loan forgiveness to relieve the financial burden of being a XXXX XXXX
What can you do to help me?
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| 05/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I applied for Public Student Loan Forgiveness back in XX/XX/XXXXXXXX ( please note - this is the very first moth the PSLF forgiveness waiver was allowed ). I have been making loan payments without default or deferment since XXXX. I have had continuous employment in non-profit higher education for over 20 years. My employment had been verified to date. Currently MOHELA has me at 69 payments. For some reason any payments that I had from XXXX were not showing up. After some research from others seeking PSLF forgiveness, I was told that those who had loans serviced by XXXX XXXX, acquired by XXXX were also showing a gap in payments on their Federal Student Aid account. Looking at my FSA account, I am experiencing the same. I worked with XXXX to dig for proof of the missing payments from XXXX. They found them and send me a 30 page document of the missing payments via snail mail. I uploaded that document to both MOHELA and FSA in XX/XX/XXXX. I have had 3 cases open with FSA since I began the PSLF process with no resolution. I currently have 1 open case ( # Feedback Case # XXXX ) with the missing payment documentation uploaded on XX/XX/XXXX. I have received no communication with FSA since that with the exception of an email in XXXX telling me that they will update me if there is any additional information added to my case. Since XXXX and uploading the missing payment info, I have contacted MOHELA 3 times. They have confirmed that they can see the missing payment information but can not permit forgiveness because my FSA account does not reflect the same. MOHELA said and confirmed that they contacted FSA to elevate my case. However FSA has not contacted me with any updates from the MOHELA correspondence, as they promised in the XXXX email they sent me. I just spent XXXX hours on the phone with MOHELA today to follow up on my last call with them on XX/XX/XXXX. They said that they did elevate the case to FSA but it's just showing that my case is " in review '' and their hands are tied. I just called FSA Ombudsman today to fill them in on the conversation that I had with MOHELA today. They said that they can not see any communications from MOHELA and that I do have a caseworker assigned to my case and all they can do is make a note of my call.
I have been assigned a caseworker for about 8 months from Senator XXXX XXXX XXXX Office. They have also not been able to break through any of this, only sending me per-populated emails from MOHELA saying that they are working on it. FSA today told me that I should be receiving a call from them in 1-3 business days. I have been told this every single time I call and have never had a follow up call or email.
The limited PSLF waiver payments will be starting again soon. I have done more than my due diligence in consolidating my land for forgiveness right when this all started, updating my employee certifications ( All verified ), and I have made ALL student loan payments since XXXX without deference or default and I have put in more than my time in non-profit work. I have invested well over 100 hours in emails, phone calls, case requests, speaking with my Senator 's office over the course of a year and a half. And yes, no resolution. It seems to me tis is now sitting with FSA to fix my account. They have the payment proof. Once they do that the must communicate with MOHELA and expedite the forgiveness that is more than owed to me BEFORE payments begin again. I am desperate and at a loss on how to proceed at this point. I have tried every single avenue I have accessible to me at this point.
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| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.20 USC 1232g ( b ) ( 1 ) No funds shall be made available under any applicable program to any educational agency or institution which has a policy or practice of permitting the release of education records ( or personally identifiable information contained therein other than directory information, as defined in paragraph ( 5 ) of subsection ( a ) ) of students without the written consent of their parents to any individual, agency, or organization, other than to the following Therefore, Mohela is in direct violation of 20 USC 1232g ( b ) ( 1 ) by furnishing my information to the Credit bureaus.
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| 05/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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This complaint is related to CFPB Complaint XXXX already filed with MOHELA. This complaint is related to XXXX 's decision to keep this loan on my credit report without any proof that this loan is mine and while it is still in dispute and investigation with MOHELA, the loan servicer.
I have been in dispute of this loan since XXXX when my federal student loan was being managed by XXXX. This dispute pertains to loan # 4 taken out in XXXX on my federal student loan. The loan is currently being managed by MOHELA. The loan was taken out in XXXX of XXXX. I graduated in XXXX of XXXX so there was no reason for me to have taken this loan out - the entire bill for my school was paid with federal loan # XXXX which was for {$10000.00} and covered the cost of the entire program. When I was aware of the error, I contacted XXXX and was told this loan would be removed. I had a difficult XXXX and delivered a baby in XXXX and did not double check that XXXX removed the loan before transferring it to another student loan manager and then ANOTHER student loan manager before it arrived with MOHELA. I became aware that this loan was still on there when checking my loans due to the potential Biden-Harris loan forgiveness. Since then, I have spoken to my CSUDH ( school ) XXXX XXXX. Aid office and XXXX XXXX. Services. I have asked how the loan was paid out, for proof of payment, and any documents with my signature. I have asked for all documentation for how my federal loans were paid out and dates disbursed. I have asked for specific information about how funds were utilized. I have not received sufficient information but was told to dispute this directly with MOHELA the loan servicer. I have disputed this with MOHELA, the Ombudsman Office, and Borrower 's Defense. These entities have managed to CLOSE my complaints without ever talking to me, ignore me, negligently respond to my inquiry ( providing me with untimely responses and documents related to my XXXX loan which is not in dispute, and add improper notes and documentation to my complaint including the notes that this dispute is regarding loan forgiveness due to public service - these words were never said by me and that is not at all the reason for this dispute. I have sent MOHELA countless pieces of correspondence and even emailed the Inspector General in XXXX XXXX- I have not heard from that entity either. You case reference case # XXXX with the OMBUDSMAN and # XXXX with Borrower 's Defense. I have also contacted my Congressional representatives and their offices are also currently being ignored by MOHELA who is not responding. I was advised to dispute this loan directly with the credit bureaus- which I did. Within just a few days of disputing, I received the results that this loan is VERIFIED as mine - but not a single piece of info has been provided to show proof. I have requested that info, with no response. Further, a day after " confirming '' this loan is mine, MOHELA emailed me a fraud investigation form and supporting documents for me to fill out. They gave me 60 days to respond. If MOHELA is investigating this as fraud they SHOULD NOT be verifying that this loan is mine with the credit bureau. I absolutely demand that this loan be removed from my sequence. Something fishy is going on and something is definitely not right when a creditor says you owe a loan and then decides they aren't sure and need to investigate it. I request help and immediate action including the removal of this loan sequence # 4 from XXXX with MOHELA.
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| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I originally submitted my ECFs for all my payments from inception of loans. I submitted these in XXXX and XXXX of XXXX. These were not processed our updated to my account in full until XX/XX/XXXX. One entire employer submission was entirely overlooked. Thankfully I had all submissions XXXX copied to my personal inbox and had the original fax submission that was clearly dated and time stamped when my employer sent over my completed XXXX. Resubmitted and pointed out their error and my payment count was then finally updated to include all my submissions on XX/XX/XXXX. XXXX out of my XXXX loans had counts updated to XXXX and my other XXXX account were updated to XXXX/XXXX. I immediately Mohela for guidance in next steps regarding the XXXX ADJUSTMENT and this is where Mohela continued to XXXX up on their end. From XX/XX/XXXX thru XXXX XXXX I have called Mohela numerous times and each time was supplied different information. Finally got concrete information from Department of Education so I called Mohela back and advised them that I consolidated all my loans on XX/XX/XXXX and to take advantage of the XXXX time IDR adjustment and that I would like my XXXX loans that are at forgiveness level to NOT BE FORGIVEN at this time. That request was placed and verbally confirmed by XXXX Mohela reps. Unfortunately, there is no tracking of this request even though I asked Mohela both times for a receipt of this request. I was told no. Mind you- in these XXXX weeks I was told to not consolidate, I was told to consolidate, I was told to cancel my loan consolidation paperwork with Aidvantage which I did, but then Dept of Ed finally supplied the masses with a video outlining requirements that showed you must consolidate. So now I am in limbo with XXXX and my loan consolidation due to the misinformation from Mohela.
I should not penalized for the delays in processing time from Mohela or from their misinformation on this adjustment. My XXXX loans XXXX be forgiven before my loan consolation even processes and that is due to their lengthy processing times and misinformation.
XX/XX/XXXX was when my final counts updated to : Loans XXXX & XXXX : XXXX/XXXX Loans XXXX & XXXX : XXXX XX/XX/XXXX first call placed. Told to consolidate and call back to request loans XXXX to not be forgiven.
XXXX XXXX : called XXXX to place request in loans XXXX and that rep told me to CANCEL MY LOAN CONSOLIDATION with Aidvatge and XXXX them back to alert them.
XX/XX/XXXX : called XXXX to cancel and this rep placed request to cancel.
XX/XX/XXXX : called Mohela back to let them know this was cancelled. That rep alerted me to the misinformation I was given and instructed me to call XXXX back to have them NOT cancel my loan consolidation paperwork. This rep placed my request to NOT forgive my loans at this time.
XX/XX/XXXX : called XXXX to not have them cancel my loan consolidation paperwork and request was placed.
XX/XX/XXXX : called Mohela to confirm my request for loans XXXX to not be forgiven was sent. Confirmed with this rep that my request was sent to not process my forgiveness.
XX/XX/XXXX : FSA site shows loans XXXX in forgiveness state. Loan consolidation paperwork is still processing.
Mohela misinformation and delays should not have a negative on my loans. I did everything right. Their people are misadvising and causing massive errors.
Additionally, the dates they supply on their paperwork does NOT match to the date in which they were actually supplied. Many documents are retro dated.
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| 02/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
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I received the attached three notices from MOHELA stating I do not qualify for any PSLF payments or work credits.
You will also find attached the fax that was sent to MOHELA after XXXX XXXX transferred my account to MOHELA, causing additional issues, with XXXX XXXX directing me to call MOHELA and MOHELA directing me back to XXXX XXXX regarding my initial and follow up PSLF applications.
I have worked for non-profits since I graduated in XXXX. I have worked for my states XXXX XXXX, XXXX, for the past five years alone. I served as one of the first federal navigators under the Affordable Care Act. Every job I worked qualified on the PSLF Help Tool towards PSLF forgiveness. You will find in the attached fax all non-profit/government agency employers for which I worked completed and signed the proof of employment PSLF forms, which have been submitted to XXXX XXXX and MOHELA multiple times. Yet, MOHELA does not show any credits at all for me towards PSLF forgiveness?
I consolidated to a DLSCNS Loan at the advisement of XXXX XXXX in XXXX. However, if MOHELA is documenting that I do not have student loan payments to consider because of a XXXX DLSCNS, this is incorrect according to the U.S. Department of Educations website that outlines the limited waiver policy. Policy : Payments prior to a Direct Loan consolidation are also covered by this waiver, so it will benefit those who consolidated their Direct Loans and lost progress toward PSLF as a result. Go to US Dept. of Education PSLF Fact Sheet Even if MOHELA begins counting payments on the XX/XX/XXXX DLSCNS disbursement date, why do I not have any work payment credits from that date to XX/XX/XXXX, when suspended payments began counting towards PSLF credits? Since suspended payments count towards PSLF, that alone should reflect 31 payments. Is MOHELA stating that public service employees who have not accumulated the 120 payments do not qualify for the 31 payment credits during the suspended payment period? Other public service employees received these suspended payment credits to help them accumulate the required 120 payment credits needed for PSLF approval. This suspended payment credit alone would reduce me to roughly five remaining years of student loan payments, rather than seven ( if you count payments starting with XXXX DLSCNS alone ). Policy : Paused payments count toward PSLF and TEPSLF as long as you meet all other qualifications. You will get credit as though you made monthly payments. To see these qualifying payments, show up in your account, you must submit a PSLF form certifying your employment for the payment pause time period. Your count of qualifying payments toward PSLF updates only when you certify your employment. I submitted EMPLOY
EE SIGNED PSLF forms certifying employme nt THREE TIMES NOW. MOHELA is never available by phone ( after they write for me to call MOHELA ). Pl ease note on the attached fax the screensh
ot documenting my wait time on the phone of over 1.5 hours for just one of multiple call attempts. No one ever answers. XXXX this. Complaint after complaint and multiple news articles regarding MOHELA never having a representative available to speak with student loan borrowers as well as other customer service issues regarding the PSLF program. How is this possible when you have a government contract for student loan servicing? Are they meeting contract measures? Now, I can not get out of MOHELAs automated options to even attempt another wait time to have my questions answered.
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| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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Before the XXXX pause on student loan repayments in early XXXX, I was paying approx. $ XXXX on my loan consolidation to the US Dept of Education . Sometime during the pause, my loans were transferred to MOHELA for servicing. When payments were due to start back up in XX/XX/XXXX, I received a message from MOHELA that my monthly payments were $ XXXX. I sent a complaint to MOHELA almost immediately inquiring as to why my payments more than doubled after the pause when everything being reported via news outlets was that monthly payment amounts should not change when repayment starts back up due to no interest accumulating during the pause. ( I have detailed the entire timeline below. ) I was panicked trying to get an answer before I had to make my first payment, so I contacted the Ohio Attorney General for assistance after reading an article about several Attorneys General filing a request for administrative forbearance on repayments because so many people were dealing with similar issues to what I was seeing. The Office of the Ohio Attorney General referred me to this avenue for assistance. In a further attempt to get answers before my payment was due, I also then reached out to the US Dept of Education directly via their website begging them to assist me with getting my monthly payment amount corrected. Dept of Education closed my complaint almost instantly directing me to contact the servicer even after I stated I was getting no response from them. I then resigned myself to not make a payment until this was fixed, and luckily my loans were somehow sent to administrative forbearance with no explanation as to why. The loans are in forbearance until next month, XX/XX/XXXX. Last night, XXXX XXXX, I get a secured message from MOHELA, and I opened it with excitement that they have corrected my payment amount. Instead, they claim that " upon further review '' I do not owe $ XXXX ; they say I actually owe $ XXXX. I am in absolute awe as to what is happening here, and I am getting NO answers. I sent a rather rude email response to MOHELA because I was extremely upset. This truly feels like a joke. Now, I do have a daughter at Ohio State, and I have take out a few parent loans for her education. However, that should not be affecting my payments yet as those loans are in deferment through at least the end of XXXX ( XXXX ). I plan on calling MOHELA at some point today, but I am not willing to sit by and wait any longer for them to " fix '' this issue when their " fix '' is to double the payment amount that I was already contesting as incorrect. Please help me. It feels like they are purposely manipulating my payment amounts so that I will be forced to pay off the full amount and not be able to take advantage of XXXX. ( I work as a civilian for the XXXX, and I have XXXX years of service to them. ) Thank you.
XXXX XX/XX/XXXX - complaint to MOHELA via app as requested in their general statements about how best to contact them XXXX XX/XX/XXXX - complaint to Ohio Attorney General XXXX XX/XX/XXXX - complaint to US Dept of Education XXXX XX/XX/XXXX - response from US Dept of Education XXXX XX/XX/XXXX - response from Ohio Attorney General XXXX XX/XX/XXXX - complaint to MOHELA again via app about non-response to previous complaint XXXX XX/XX/XXXX - loans sent to administrative forbearance until Jan 2024 15 XX/XX/XXXX - message received from MOHELA that they are reviewing my message sent on XX/XX/XXXX XX/XX/XXXX - received response from MOHELA to my XX/XX/XXXX follow-up
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| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
Servicemember |
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I have submitted previously approved by XXXX XXXX PSLF forms for my time at Department of Commerce. The form was already part of my counts from XXXX. Mohela is requiring that I recertify all of them again FOR ALL employers, which is not in line with DOE policy. I complied and submitted the forms. They have denied my Commerce Form. I didnt realize that despite clicking the box that says this is a government agency, the manager completed the form in entirety. I have since reached out multiple times to get someone to rectify it and Im waiting for a review from their complaints board since nobody responded. The form does say this is a government agency. They state its for profit since she filled the whole form out. I had provided XXXX XXXX the documentation to show that I worked there, including XXXX and XXXX and they approved it prior to sending my file to MOHEALA. The form actually says this is a government agency, the form says Department of Commerce, I have provided XXXX and XXXX to Mohela as well, and the manager said she was going to fix the form so the rest of it isnt considered since she filled the whole form out. The denial is a blatant disregard for what management told me they would resolve.
I called back to Mohela and asked them to review. A manager took 1.5 hours to get on the phone and during both the 1st call to management and the follow up call the manager accepted my XXXX and my XXXX to prove that I worked there during that time, and has submitted it to be approved. Both calls the manager stated that this should have been approved. Both times the review process has denied it again despite allowance of alternative documentation.
On the StudentAid.GOV site it says : What kind of documentation do I need to keep to show that I worked for a qualifying Public Service Loan Forgiveness ( PSLF ) employer while making the required 120 payments on my XXXXXXXX XXXX ( s )? | XXXX XXXX XXXX In some cases, the PSLF servicer may require additional documentation about your qualifying employment. Therefore, you should keep records that identify your employer, show your dates of employment with that employer, confirm that you were a full-time employee, and demonstrate that your employer meets the definition of a qualifying employer. For example, documents that would support your employment are IRS XXXX forms and pay stubs. You should retain as many documents supporting your qualifying employment as possible. In addition, you can reach out to your employer to request any additional supporting documents. Mohela accepted and approved my XXXX and my XXXX but then denied the form?
I have spent countless hours during the work day to reach these managers who continue to provide false information and do not see through any follow up on these forms. The first manager told me it would be completed in 3-5 days, after 4 months i called back since it was not completed and thats how I got manager 2.
They also have said that they have already counted my periods of forbearance on my account and gave me XXXX, which is inaccurate. XXXX had already provided an estimate of counts to myself and to Mohela and they do not want to honor that. I have provided it multiple times and Mohela refuses to acknowledge.
This is not what I thought was going to be the process after properly doing this for years. I have certified my employment annually as required and now Im being expected to follow some new process to recertify work I have already spent YEARS doing.
|
| 09/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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I recently applied for the new SAVE income driven repayment plan. I completed the application on XX/XX/XXXX. The issue isXXXX XXXX XXXX Mohela used my tax information to recertify my income prior to the recertification due date in XXXX ( I can no longer find this date, but it was definitely in XXXX ). As per information provided by the Office of the Attorney General " If you are enrolled in an income-based repayment ( IDR ) plan, your servicer will reach out by email or mail to let you know when you will need to recertify. The earliest you will be required to recertify is six months after payments resume. '' As part of the application I checked the box allowing access to my tax information ( in retrospect I should not have done this ). I withdrew consent to access my tax information the following day ( XX/XX/XXXX ). On XX/XX/XXXX I also used the Live Chat feature on studentaid.gov to speak to a representative about the issue. I explained that I wanted to cancel my IDR application from the day prior ( XX/XX/XXXX ). They said this could not be done and I had to contact my servicer.
I then immedately logged in to Mohela and sent a message using their portal. I sent another message on XX/XX/XXXX. I also tried to call them several times but was unable to ever connect with a representative. See messages below.
Subject : Application or Form Attachments ( click to open ) : Sent Date : XX/XX/XXXX XXXX AM Body : Your Question : Hello, I submitted an application for SAVE on studentaid.gov XX/XX/XXXX. With this application my income information was updated ( pulled from tax information ). My understanding is that recertification of income is not REQUIRED until atleast 6 months after payments restart following COVID pause. Due to my financial situation, I would like to revert to my prior reported income ( pre COVID ) and not recertify my income until required. I appreciate your assistance with this. Thank you! XXXX XXXX Subject : Application or Form Attachments ( click to open ) : Sent Date : XX/XX/XXXX XXXX AM Body : Your Question : I want to withdraw my IDR application that is processing and instead remain with my current repayment plan. Please do not process this application. Thank you, XXXX XXXX XXXX XXXX I am requesting that XXXX XXXX Mohela revert back to my previous income driven repayment plan with payments based on the income information they had available to them prior to XX/XX/XXXX and that income recertification should not be done until the due date. As above, " the earliest you will be required to recertify is six months after payments resume '' ; it seems that because access to my tax information was briefly granted, my income was recertified ( without my knowledge ) and my payments changed because of this. My payment change was not updated on MOHELA until XX/XX/XXXX ; almost 2 weeks after I attempted to cancel my SAVE application and associated recertification. It does not seem that this action is in accordance with the goal of the COVID student loan programs. I was prepared to pay my loan payment based on the information XXXX XXXX had prior to XX/XX/XXXX, though due to the recertification that occurred prematurely my loan payments have increased. I am aware that with recertification my payments will increase, though was under the impression that recertification would not occur for at least 6 months following resumption of loan payments, which allowed for a somewhat less drastic return to payments following the COVID pause.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
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Web |
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I have been paying on my student loans for over 20 years now. Last year, in XX/XX/XXXX, I consolidated my previous student loan into a XXXX XXXX XXXX and Mohela became my loan servicer. I applied and recieved XXXX before the deadline that the limited waiver was over. I am a teacher, and I have been working for the same employer/school for 24 years. My employer has completed the XXXX help tool and is a qualifying employer for XXXX.
I was able to qualify for XXXX XXXX payments, but it should have been all XXXX payments. Mohela stated that those were from payments made from XXXX XXXX. I knew that I should have more payments made, but Mohela had stated that no payments were made from XXXX. I DID make payments from XXXX through a loan company called XXXX XXXX XXXX XXXX and have the bank statements to prove it. Several years ago, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX ( XXXX ), who was a contractor that serviced student loans for lenders under the XXXX XXXX XXXX XXXX XXXX ( XXXX ) was involved in a lawsuit with the Department of Education involving allegations that it violated the False Claims Act by submitting or causing the submission of false claims to the Department of Education. Prior to the lawsuit settlement, XXXX ( XXXX ) paid {$1.00} XXXX to the Department of Education under a remediation plan to partially resolve the allegations and received a credit for that payment under the settlement agreement. The settlement announced allegations that between XXXX and XXXX, XXXX ( XXXX ) knowingly failed to make required financial adjustments to borrower accounts and improperly treated some borrowers as eligible for military deferments when they were not, resulting in incorrect reporting to the Department of Education and losses to the United States. XXXX XXXX XXXX XXXX stopped servicing commercially held federal student loans in XX/XX/XXXX. XXXX knowingly failed to make the required finacial adjustments to my account and report those payments made to the Department of Education. Therefore, it looks as though I never made a payment from XXXX.
I called my bank, and my bank was able to verify at least 15 Payments made to XXXX from XX/XX/XXXX through XX/XX/XXXX. My bank statements were unable to go back any further, but I know more payments were made. I have attached the my bank statements verifying payments made, a letter from my bank verifying payments made, and the invoice from XXXX to Mohela and to XXXX.
Please note that my account has not been updated since XX/XX/XXXX, so I should have four more qualifying payments added. This new total should be over XXXX XXXX qualifying payments made. Therefore my student loan should be forgiven through the XXXX waiver. Any help would be appreciated in trying to get this resolved. It has been over a year now. I have been trying to get this resolved since I applied for the new loan in XX/XX/XXXX. I have sent MULTIPLE emails, I have talked to MULTIPLE people from Mohela AND XXXX, and I can not get any help from anyone.
Mohela said they would do a review, but no one has contacted me, and I recieved a letter today stating that I have only made XXXX payments.
I'm not sure what else to do. It is as if no one will actually take the time to review the issues that I have, or will take the time to actually understand what happened and help me. All I receive are it will be at least 90 days before we know anything, or Case Closed through XXXX.
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My name is XXXX XXXX ( XXXX ) XXXX. Since XXXX, I have been making payments on my student loans. I believe these were FFEL loans, consolidated subsidized and consolidated unsubsidized. Before consolidating the loans into the Direct Loan Program, they were serviced by XXXX. I believe I am eligible for loan forgiveness under the TEPSLF program, and that MOHELA is applying my payments contrary to TEPSLF.
First, per TEPSLF, I successfully consolidated my loans into the Direct Loan Program before XXXX XXXX, XXXX. MOHELA replaced XXXX as my loan servicer. Having worked for the City of XXXX, Massachusetts. from XXXX XXXX through XXXX XXXX ( never missing a loan payment ), I submitted to MOHELA my Employment Certification Form. I also submitted, on-line to studentaid.gov, an application for TEPSLF. I have received confirmation that these documents have been received by the appropriate recipients ( MOHELA or studentaid.gov ).
All of these actions took place before XXXX XXXX, XXXX.
Second, on XXXX XXXX, XXXX, I received a boilerplate form letter from MOHELA explaining I was " not yet eligible '' for PSLF, and that I have " 0 Qualifying Payments '' and " 120 Remaining Payments. '' In XXXX XXXX I spoke with a MOHELA representative. She informed me that my payment history was being received from my former servicer, and my payment history would be updated accordingly on the MOHELA website by the end of XX/XX/XXXX. As of the end of XXXX XXXX, my loan history of payments, eligible and qualified, continued to show as 0 ( zero ) on MOHELA 's website.
Third, I have waited patiently for my payment history updates, but my concern and frustration grow as time passes. In order to preserve any rights I may have, in XX/XX/XXXX I submitted to studentaid.gov a Request for Reconsideration. My case number is XXXX. I have received no response or update from my Request for Reconsideration.
As of today, XXXX XXXX, XXXX, MOHELA 's website shows 0 Qualifying Payments and 7 Eligible Payments for my Consolidated Subsidized Loan. It also shows 0 Qualifying Payments and 7 Eligible Payments for my Consolidated Unsubsidized Loan. It appears MOHELA has reset my eligible qualifying payments to zero ( 0 ) contrary to TEPSLF.
I believe that since XX/XX/XXXX ( start date for TEPSLF qualifying payments ), I made over 130 payments, all while I worked for a qualified government employer ( City of XXXX ) and before retiring in XX/XX/XXXX. My understanding is government retirees are not disqualified from TEPSLF forgiveness, and payments made under any repayment plan, including those made before consolidation into the Direct Loan Program, are eligible.
For the above reasons I request your assistance in determining from MOHELA the status of my TEPSLF qualifying and eligible payments, and when I will receive loan forgiveness. The only information I have received from MOHELA, by letter and phone, is generic and not specific to my application. This has only increased my concerns over the potential mishandling of my application. Moreover, MOHELA 's website explanations about overwhelming application numbers do not excuse their inadequate, uninformative responses and apparent misapplication of my eligible and qualifying payments under the TEPSLF program. Please contact me if you need additional information.
My contact information is as follows : XXXX XXXX XXXX XXXX Thank you for your attention to my request.
Very Truly Yours, XXXX XXXX XXXX
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| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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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.
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| 09/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello, Mohela seems to be unable to process basic customer service requests in a timely manner - often in a way that earns Mohela more money at the expense of the borrower. I requested {$30000.00} I paid in the pandemic pause on my student loans back on XX/XX/. I used the pandemic pause to make headways on my student loans for getting my degrees as a XXXX and XXXX XXXX, but I needed to request some of the money back this past winter as times have been tight. I was told it would be no problem. Not only I have I not seen this money yet - over 7 months later - but, Mohela every time I call, keeps pushing out the date for when I might receive the money back. Now, they just said they don't know. Mohela added the {$30000.00} I requested back to my student loan balance on XX/XX/XXXX and Mohela has been charging me interest since the loans went back into re-payment on XX/XX/XXXX off of a total amount including the {$30000.00} which they still hold hostage and they can not tell me when they will get to me.
The predatory practices of Mohela are seen in other ways as well. At the end of XXXX I called and requested to be in the SAVE plan. Based on my current income I was told that my payments would be {$0.00} and my interest would be covered. Several weeks later online it appeared Mohela put me in the wrong income bracket, first with a payment of over {$1300.00} and then a few days later inexplicably it changed to over {$800.00} and then again this week online my account shows Mohela charging me over $ XXXX/month. I called Mohela again on Wed XX/XX/XXXX to ask why the monthly bill amounts were changing and why it was not a {$0.00} payment as told to me by the Mohela rep I spoke with at the end of XXXX. After being on hold for a total of 4 hours on Wednesday XX/XX/XXXX the representative could not find out why my payment was not {$0.00} and so she told me she would have me verbally reapply over the phone for the SAVE program and again quoted me a $ XXXX/month payment. Today, online my account shows the problem still has not been fixed and shows I will be charged over $ XXXX/month despite reassurances earlier this week that the matter was fixed from the Mohela representative . Written complaints are met with an automated response saying that any account changes can take up to 90 days. Also on the same call on XX/XX/XXXX a Mohela representative warned me not all my student loans were enrolled in automatic deposit. I told her I applied to have my different loans put into automatic payment on XX/XX/XXXX but the request is still " processing '' on the website almost a month later. Mohela is taking too long to complete even basic tasks like auto debit.
I have contacted Mohela multiple times regarding these matters but have not been helped or had the problems solved. In summary, 1 ) Mohela is slow walking the return of my pandemic pause money ( {$30000.00} ) for over 7 months while simultaneously now charging interest on that amount while they keep it. 2 ) Mohela has taken an extended amount of time getting me into the SAVE plan that I applied for ( and according to their own rep I qualify for ) and instead they put me in the wrong plan - all while charging interest and monthly payments that are higher than they acknowledge I should qualify for. XXXX ) Even basic web processes like signing up for auto debit are unable to be processed almost 20 days out. Please help correct these issues. Thank you, XXXX XXXX
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| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hi : I am having trouble getting Mohela to process my application for XXXX XXXX XXXX XXXX for eligible payments made from XXXX XXXX, XXXX to XX/XX/XXXX. My original XXXX application was submitted in XX/XX/XXXX. In late XXXX, I received a letter from Mohela claiming they were done processing my application but Mohela had only accounted for the period of time that they serviced my loans ( approximately year XXXX XXXX XXXX ), despite my application requesting consideration of all payments made on my loans, including the payments made prior to the time that Mohela started servicing my loans. After receiving their letter, I called Mohela who verified they had not actually processed the part of my application regarding the loan payments serviced by other student loan servicers. I was told at that time that my account would be updated with those qualifying payments in late XXXX. When I called back during the last XXXX of XXXX and after waiting over XXXX XXXX on hold to speak to someone Mohela then claimed they never even received my application and employer certification for the time period in question despite the papers having been submitted with the original submission in XX/XX/XXXX. After resubmitting the relevant application and employment certification on XX/XX/XXXX ( with a detailed list of my payment information/history as previously provided to me by Mohela ; XXXX proving that I have already made the required XXXX payments to qualify for forgiveness under the temporary waiver ), they processed the application but only raised my payment count by XXXX payment. When I called them back to address the issue and waited on hold for another XXXX XXXX to speak to someone they claimed yet again that they did not receive the appropriate employer certification / application which wasnt true since they were very papers Mohela was supposedly processing. After that excuse failed ( and they ultimately found my paperwork while we were on the phone together ), I was told to wait until mid to late XXXX and my application would be appropriately processed. However, later that very same day, I received another letter from Mohela stating they had processed all applications/payments received to date and my qualified payment count remained at XXXX. Today, I called Mohela again and waited over XXXX XXXX on hold!! I was finally able to speak to someone who was extremely kind. However, she confirmed that not only did they have the paperwork that I submitted in XXXX but they also had the original submission of these materials back in XXXX! Neither applications had been processed but she could not tell me why. There were no notes on my file as to why my application has been pending for XXXX XXXX. It appears that I keep slipping through the cracks when if someone would actually read my letter to them - it explains exactly what needs to happen. She said she would resubmit the paperwork for processing today but that restarts the clock, putting me at the end of the line once again and could take another XXXX XXXX to process. I am at a total loss on how to deal with Mohela. I am beginning to think their business interest in servicing my student loans is causing them not to process my application for forgiveness. I would greatly appreciate any assistance you can provide. Once they actually process my application correctly, I will have met the requirements for loan forgiveness under the temporary waiver. Thank you for your time.
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| 01/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am a public servant who qualifies for the Public Student Loan Forgiveness program. I consolidated all of my federal student loans into one loan after I finished graduate school back in XXXX. Under the limited time PSLF program I applied for forgiveness directly to my lender, MOHELA. MOHELA 's website shows that they processed my paperwork on XXXX.
On XXXX I called MOHELA because I had not heard anything back from MOHELA on my account status. The customer service agent said that my loan forgiveness, although eligible for forgiveness was denied because I never consolidated my federal student loans. There are two issues here : 1. ) I consolidated my loans in XXXX and MOHELA 's website shows this. I have included a screenshot of my consolidated loans on MOHELA 's website.
2. ) I never received email notification on MOHELA website portal communication about forgiveness denial, even though I am signed up to receive all communication electronically.
The customer service agent went on to review my file ; she stated she did see my eligible employment paperwork in the MOHELA system and my loans have been consolidated since XXXX. She said a computer reviewed my documents and improperly denied my forgiveness ; therefore, she was going to resubmit my documents that same day ( XXXX ) for reprocessing by a human and it would take 60-90 days. I was able to confirm in my MOHELA account she did resubmit my documents for processing.
That same day, I filed a complaint with MOHELA 's ombudsman by certified mail. I never received communication back from the MOHELA ombudsman about the failed electronic communication delivery or the forgiveness denial. I have attached a screenshot of the letter with the USPS postage on it.
While I waited for a human to properly review my forgiveness application I received two updates in my MOHELA account. The first was on XXXX that stated my account reflects I have made XXXX PSLF eligible payments of that 15 are qualifying payments; leaving me with XXXX payments left to make. My paperwork submitted shows that I've made more than XXXX eligible payments, yet MOHELA has failed to align the payments with my employment verification showing those payments were made during eligible public service employment. I have uploaded a screenshot of this MOHELA communication.
The second communication was received on XXXX that stated my account now reflects I have made XXXX PSLF eligible payments of that XXXX are qualifying payments; leaving me with XXXX payments left to make. My payment history shows that my eligible payments made ( XXXX ) far exceed the XXXX needed for forgiveness but they are still failing to properly count all of the qualifying payments and align them with my employment verification documentation dating back to XXXX. I have added a screenshot of this MOHELA communication.
I can produce all of the public service employment verification documents I've submitted to MOHELA, but the site says not to include personal information. MOHELA obviously has it because they've recognized it in my online account as processed on XXXX ; it has also been discussed by phone with MOHELA multiple times, so I don't understand why they aren't utilizing it.
I have followed all paperwork processes and met all deadlines, yet MOHELA fails to properly process my eligible payments and eligible public service employment documents. I am in my seventh month on this journey and I need your help.
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| 03/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am writing with a concern about a lack of transparency in the transition of my student loan from once servicer to another.
I am a nurse practitioner working at a rural health family medicine clinic in XXXX XXXX, NM. Also, I am very fortunate to have qualified for a student loan repayment program through the Department of Health and Human Services. I have continued to make regular payments on my student loan during the student loan payment pause due to the Covid-19 pandemic.
Previously my student loan had been serviced through XXXX XXXX. Two weeks ago this was transitioned to Mohela. On transition of my loan service agency I noticed the balance increased by >10 %. I was not able to obtain any concrete information as to the source of this increase in amount owed from Mohela representative ( XXXX # XXXX ), and when I sought information about this from previous servicer XXXX XXXX, I was told information will take a special request and be provided in 3-5 days via email.
Via the XXXX XXXX website and according to the representative ( see attached chat log ), no payment history last 12 months, no balance information, including any information on accrued unpaid interest or total balance at the time of transfer to new loan servicer, are available except by special request due to the transition of my loan to a new servicer. Records are kept, but they are not readily accessible.
I am concerned the lack of transparency and accountability in this transition leaves ample opportunity for fees and adjustments to be made that do not reflect actual balances. Im concerned the staff of either service agency have not been able to tell me why this adjustment was made. The Mohela representative ( XXXX # XXXX ) speculated it may reflect unpaid interest from prior to XX/XX/2020. However, no unpaid interest or other fees/charges were listed during the student loan payment pause on regular review of my account and balance via the XXXX XXXX website, and I am not able to confirm whether any unpaid interest was due via the chat with XXXX representative. Please note I have been working diligently and proactively to pay down my student loan balance even during the payment pause, and I absolutely would have directed my regular payments toward any unpaid interest in an effort to avoid future capitalization.
In every other area of financial life balances and fees are clearly visible to promote accuracy and accountability of all involved parties. If unpaid interest was present, it was not visible to me. I encourage this type of information to be readily visible and accessible, with records mandated to be maintained and readily available online to borrowers via any student loan servicing agency in an effort to promote ethical treatment of people serviced by these agencies. Otherwise unethical reporting of balances/fees and adjustments may be the norm, and victimization of student borrowers may be usual practice. In addition this directly diverts and wastes the funding from the Department of Health and Human Services program I am so fortunate to participate in.
I appreciate your attention and any assistance or thoughts on this matter, and am available to answer any questions about my specific situation. I have requested the payment history, any unpaid interest, and amount of transfer from XXXX XXXX, but unfortunately this is pending. In the meantime my balance is simply higher without any explanation.
Thank you.
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| 10/20/2016 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Received bad information about my loan
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|
Web |
Servicemember |
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I happen to be monitoring my credit report and realized that Mohela has falsely reported a derogatory report to all the credit bureaus - for XXXX loans - XXXX and XXXX I dispute this information and moreover, wish to file an official suit against them for damages to my credit report and for ruining my credit. I have been on a forbearance plan due to not being employed for over a year ( XXXX actually ) trying to seek a job and unable to get XXXX due to the issue I can not retrieve my degree from the university I attended because I can not retrieve my degree - which for the jobs I have applied require you to submit proof of your degree. Other positions I have tried to apply for, I am either over qualified or overlooked for the position. I have worked some temp jobs that barely pay any bills and presently I am caring for XXXX of my grandchildren and on assistance to help meet their needs. I can not get an official transcript as well, therefore certain job opportunities that I have had I was not able to get the job offer. I have kept in contact with Mohela at every step to ensure I am communicating this issue with them and asking for the proper paperwork so that I will not go into default or something would be reported on my credit falsely. I filled out the paperwork ( financial statement ) saying at this time I could not repay twice. I have communicated this information to them on several occasions via the phone and via the Internet. I have no outstanding late fees due, yet Mohela has reported derogatory reports to the credit bureaus ( all XXXX ) and has cause a decrease in my credit score - XXXX points whereby the loans are showing not paid on time and derogatory. They also have falsely reported this in addition, thereby violating the Fair Credit Act and I have " not '' been notified of any such missed payments. Moreover, the credit bureaus have added this false information to my credit report and therefore in violations as well. Again, I have been on a forbearance and financial hardship with this company every since they took over this account. Mohela is not the original creditor and they are participating in felonious credit reporting. I just received a letter from Mohela advising that I have an install payment type. Amount past due is zero. Outstanding late fees to date is zero. Current due is {$130.00} and per the letter the due amount {$130.00} and is not due until XXXX/XXXX/2016 with a billed date of XXXX/XXXX/2016. How does XXXX have the negative report on your credit for a bill that is not yet due and has no such outstanding fees? In addition, they have a status of repay and I am not - nor did I commit to any repayment plan at this time, or prior due to my financial hardship status. I have letters stating that I was on this plan with them ( forbearance and hardship ) and they have reported this information without my knowledge. This servicer may as well be doing this to a lot of people and they are not aware of it. The account number in question is # XXXX XXXX XXXX. This information on my credit report is " not accurate '' therefore I have the right to dispute it and accordingly I wish for this information to be removed immediately. If it is not, I will retain a lawyer to sue Mohela. The FCRA requires credit reporting agencies to " maintain reasonable procedures that ensure maximum possible accuracy, '' and Mohela nor the credit reporting agencies have followed these procedures.
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| 09/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Servicemember |
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I currently have {$92000.00} in outstanding student loans, of which the oldest loan goes back to XXXX timeframe. They have been consolidated several times, most recently on XXXX XX/XX/XXXX, so that I have one consolidation loan. This was done after a recommendation due to the one time IDR account adjustment, for which I received the Department of Education letter indicating some or all of my loans qualified for forgiveness, and that action would be completed starting mid-XXXX.
My loans have changed hands numerous times and in XXXX were transferred from XXXX to MOHELA. I submitted applications for PSLF and TEPSLF prior to the XX/XX/XXXX deadline, and prior to consolidation, was at a XXXX PSLF payment count. It took several calls to MOHELA to get this count, as they initially missed 30+ payments for which they had credited surrounding payments for the same employers. I am now left to wonder if I have even more qualified payments that I am unaware of.
I understood that when I consolidated, my count would temporarily reset to zero. What has happened since consolidation has been a source of tremendous stress and frustration. Any calls to MOHELA, provided one can get through, have been answered by someone " in training ''. I get different answers each time to my inquiries.
The final straw is that I had applied for and been approved for the SAVE plan, and was under the impression that my loans would remain in forbearance until the one-time account adjustment occurred. This is apparently not the case. Furthermore, after my consolidated loan initially showed the repayment plan as SAVE with a XXXX XXXX monthly payment, it has in recent days switched, without my action, to a level repayment plan and a payment of around {$560.00}, which I can not afford as I recently took a massive pay cut and have other financial obligations.
I understand that there is a tremendous volume of actions occurring, but what I do not understand is why a company that was a proxy in a lawsuit to stop forgiveness is the same company handling my student loan forgiveness actions. I also find it unacceptable that any action on my part results in the effective " wiping out '' of any progress that I can see, and at this point, I am not confident that MOHELA will accurately adjust my account for the one time IDR account adjustment, or that it will happen in a timely fashion.
It should not be too much to ask for a company to provide it's customers with ACCURATE, up to date information, and if the system is so antiquated that making account adjustments requires an actual person to do the counting, I am not confident that MOHELA has enough trained and competent individuals to process these actions. I should be able to see my actual account standing prior to the resumed payment date of XXXX XX/XX/XXXX, which until the last few days, was not even showing on my account -- it showed no upcoming payments due.
What is our recourse as consumers, when a company we did not choose is mishandling our student loans and failing to provide us with accurate, up to date information? I can not even reapply for SAVE at this time, because the MOHELA portal for repayment plan applications is " undergoing maintenance '' and unavailable, and I am directed to StudentAid.gov. The problem there is studentaid shows my account balanace at {$0.00}, because the last update they received from the NSLDS is from XXXX XXXX.
Thank you, XXXX XXXX
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| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/23, I received a notification via email from Studentaid.gov that I missed a loan payment so on XX/XX/23, I spent XXXX hours and XXXX minutes on the phone with Mohela until my call was dropped ( 90 % of call was hold time and I never received a callback ). I had attempted to learn why my account was delinquent and the representative spent over an hour trying to figure out why before she stated it was an interest balance from a loan in the amount of {$18.00}. I indicated numerous times that I had autopay set up and it paid what I thought was the total balance due ( {$380.00} ). The representative 's response was the same, " it can take one to two months for autopay to become active. '' I originally filed for the SAVE IBR on XX/XX/23 and then sent an updated SAVE IBR on XX/XX/23, both have never left pending status and when it came time for the interest payment to be paid on XX/XX/23, it was paid fully in the amount of {$380.00}, or at least so I thought.
I was enrolled in autopay and so my understanding was that my entire payment was made and did not owe anything additional for XXXX. I could not get Mohela to explain why the {$18.00} amount was not included in my autopay pymt.
On XX/XX/23, I was on the phone for over XXXX hours ( 97 % of time on hold - before they hung up on me without warning ). During my call, I was trying to understand why I wasn't notified about this {$18.00} interest balance that put me into delinquency and they just kept repeating this statement : because my bill was sent on XX/XX/23, the required 21 days notice was provided and I did meet eligibility for administrative forbearance. '' I made a request to the customer representative to speak with a supervisor four or more times before I was finally placed on a two hour hold which resulted in Mohela disconnecting the call without notice ( total of over XXXX hours on the XXXX call and over XXXX hours in less than XXXX hours ).
It appears that Mohela made a billing error on my account as they failed to provide a bill in the amount of {$18.00} as to my knowledge, I did not have the opportunity to pay it. The rep I was speaking with on XXXX stated that it should have also been emailed on XX/XX/23 so I asked them to forward me the email but there was no email notification to send. Instead, they emailed me the billing statement with a billing date of XX/XX/23, but they were unable to provide me any verification that it was actually sent to me. I even looked at my US Mail Informed Delivery and no mail from Mohela was received within a seven days of XX/XX/23.
They also stated that it should have been sent via secure message but there was no record of it. Finally, they stated that the notice was sent as a secure message on XX/XX/23, which I said that was only one day before my payment was due ( not the obligatory 21 days ) and the representative did not respond.
I have been diligently making my student loan payments for many years and made an interest payment via autopay in the amount of {$380.00} on XX/XX/23. It makes zero sense that I would avoid paying {$18.00} so that my account could go into delinquency.
Mohela has failed to adequately address my concerns and has consumed hours of my life with undue burdensome holdtimes and confusing information. I'm afraid that my credit score will be impacted and have also lost faith that Mohela can competently perform its duties as a loan servicer.
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| 09/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I was on IBR plan ( income driven plan towards PSLF ). My monthly payments were {$290.00} renewal date XX/XX/XXXX. I decided to apply for the SAVE plan since my household size has changed ( have a child now ) and its supposed to lower my monthly payments. According to the department of education, ANYONE can apply for the SAVE plan. I called MOHELA XX/XX/XXXX and provided my income verbally for the SAVE plan. I was quoted estimate of {$140.00} per month and told it should be processed in the next seven days. Next week I filled up on it and was told that information was not submitted, so I provided my income again and applied XX/XX/XXXX. The application was marked as duplicate. I called once again and applied through the department of education via email XX/XX/XXXX. The application shows processing under the documents received but my monthly income has been changed to {$320.00} now and I have been placed on level plan, which is not income driven. In addition to that, my account has been placed on forbearance which does not count towards PSLF.
I called MOHELA today to seek clarification XX/XX/XXXX and spoke with their supervisor XXXX who told me that I have been automatically placed on a level plan because MOHELA needs my income dating XXXX verification in order to process my SAVE application. Reportedly at some point I was on the REPAYEE plan in XXXX so they need my income all those years to be placed on REPAYEE plan again which is reportedly the new SAVE plan. I asked o speak with someone above but she did not allow this. She claimed that she is the highest level service that I can get with MOHELA and if I do not provide the income verification that I will stay on the levelplan and this is my new payment plan. The supervisor told me that I make too much money to be placed on the SAVE plan so this is why the department of education needs me to provide income verification since XXXX. Just to summarize : all these years my income was verified because I was on the IDR plan and the department of education had access to verify my income through IRS website, but for some reason they wanted me to provide that information AGAIN in order to process my SAVE application. This makes no sense! Nowhere does it say on the Department of Education Website that you have to provide your income over the past 5 years in order to apply for the SAVE plan.
I no longer wanted to argue with the supervision so my income was verbally provided over the phone today from XXXX. MOHELA should not be FORCING student loan borrowers to do the things that they are not required to do. It appears that another application is pending now since my income verification has been submitted today XX/XX/XXXX. MOHELA also claimed how they notified me via email that they need my income verification from XXXX. Needles to say, I never received this request.
I have applied for the SAVE plan 4 times now and MOHELA has not been able to put me on this plan yet. They keep asking me for the income dating XXXX. Not just my income but my spouses income, even though that I am married and we have been always filing separately which is the reason why I was switched from the REPAYEe plan to IBR plan. The payments are going to start in XX/XX/XXXX. MOHELA never processed my SAVE application even though it was submitted in XXXX, but instead they assigned me to a random plan ( not income driven ) and placed my account on forbearance.
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| 04/28/2020 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I refinanced my student loans with XXXX XXXX in XX/XX/XXXX, which are serviced my MOHELA. On XX/XX/XXXX, I received an email from XXXX XXXX that stated the following : " Your private education loan is owned by XXXX XXXX. This communication is to inform you that XXXX XXXX has rebranded and changed its name from XXXX XXXX XXXX. XXXX XXXX is continuing its partnership with MOHELA as the servicer of your private education loan. With more than 30 years in the student loan servicing industry, MOHELA has the expertise to help manage your loans - answer any account questions, help you explore your benefits and repayment options and process your payments. For your convenience, we have created a new website and phone number for your use, should you have any account related questions. This change is effective XX/XX/XXXX. There is no action that you need to take at this time. '' On XX/XX/XXXX, MOHELA debited {$440.00} from my bank account for my monthly payment, which automatically deducts from my account.
On XX/XX/XXXX, I noticed that this payment was never credited to my student loan account. Furthermore, I had a notice that my payment was late and that I would be charged late fees. My interest rate had also increased by 0.25 %. They were originally deducting that interest rate for auto-pay. I called MOHELA that morning and they said that they would address this issue shortly.
On XX/XX/XXXX, I called again because no progress was made on my account. I was told that this was missed by the accounting team and they would flag the issue to get taken care of immediately.
On XX/XX/XXXX, I received a call from MOHELA informing that my account was delinquent and that I would be charged late fees, have my payments reported to the credit reporting agencies, and have my debts sent to a debt collector, even though I had already had this payment taken from my bank account on XX/XX/XXXX. I told her about my prior conversations with MOHELA and she acknowledged there were notes about this issue on my account and apologized for calling.
On XX/XX/XXXX, the issue was not fixed and I called again. I spoke with a supervisor who told me that this would be taken care of by Friday, XX/XX/XXXX and that it would not be reported to the credit agencies until the end of the month. Later that day I received another call from MOHELA that my account was delinquent and they would attempt to collect the debt and charge me late fees.
On XX/XX/XXXX, the problem had not been addressed and I received another call from MOHELA that I missed. I returned the call and the customer service representative again told me that my account was delinquent. I told her about my prior conversations with MOHELA. She contacted another department and informed me they had an internal meeting and would apply the payment to my account by XXXX on Tuesday at the latest. That deadline has passed and the payment has not been applied to my account.
The original payment made XX/XX/XXXX has still not been applied to my account. I have made additional payments of {$200.00} on XX/XX/XXXX and {$300.00} on XX/XX/XXXX to avoid having MOHELA report late payments to the credit agencies, despite having paid this on XX/XX/XXXX, and the customer service representatives acknowledging that they have received this payment. My interest rate remains 0.25 % above what it was supposed to be with Auto-Pay and the late fees remain on my account.
|
| 02/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I believe that my student loan was incorrectly denied for PSLF. The IDR Waiver and PSLF waivers have both been applied to my account resulting in an increase in PSLF payment counts. For that I am grateful ; however, I am being denied a just decision regarding the 60 months I spent in Bankruptcy Forbearance between XX/XX/XXXX thru XX/XX/XXXX under the Student Loan Hold Harmless provision in the XXXX Negotiated Regulations.
All of the following arguments have merit, should be considered, and they should qualify me for full PSLF immediately.
In the process of filing XXXX XXXX, XXXX put my loans into an Administrative Forbearance. This was not requested by me, nor was it required by Federal Bankruptcy Law. Federal Bankruptcy Law puts a stay on collection. It makes no mention of a mandatory Administrative Forbearance. This is a loan servicer decision. My loans were moved without my consent or without legal requirements into a Forbearance. They were moved from an IDR Plan, which would have had a payment of {$0.00} and resulted in 60 payments towards my PSLF count, into a status where I am not receiving the credit I deserve. This is the very definition of Administrative Forbearance Steering that loan servicers have been shown to abuse. Because of this, all of these payments should count under the Income Based Repayment or IDR Waiver rules.
If that argument is found wanting, then it should be understood that XXXX XXXX is not a liquidation of debts. It is a reorganization. Payments were actually made to XXXX during this period, so I forfeited credit for 60 payments under IDR Repayment ( previous paragraph ) and I was then put into repayment by a Federal trustee. I actually MADE 16 PAYMENTS to Fedloan during this period that amount to {$12000.00}. I have submitted documentation from XXXX to Federal Student Aid demonstrating this and I can again if necessary. I made 60 consecutive monthly payments to the Federal Trustee for XXXX These monies were sent to XXXX. They recorded the payments. They accepted the money. These should have been credited under President Bidens PSLF Waiver that counted ANY partial or lump sum payments. For that reason I should be credited 60 payments towards PSLF for the XXXX XXXX XXXX Period.
I have been exploited and victimized by XXXX decision to move my loans into a Forbearance Status that was not required by Federal Bankruptcy Law. I made payments during that period and I received no credit towards PSLF. Payments were made and not credited ; forbearance was foisted upon me and not credited. This is a misapplication of Federal Regulations and miscarriage of justice.
Under the Negotiated Regulations from the Fall of XXXX, the Hold Harmless provisions allow for make-up payments to be made for credit towards PSLF for months where the status is in question. At the very least, the Hold Harmless provisions should apply to me, especially since I already paid, {$12000.00} and received no PSLF credit.
Please hold me harmless! I paid my debts via XXXX XXXX ; I made arrangements to do right by the people I owed money to. I paid my student loans while in XXXX XXXX. The evidence is there. Grant me the credit I deserve or allow me to make additional payments.
These arguments have merit and should be addressed. I look forward to hearing from you.
XXXX XXXX XXXX See attached for payments acknowledged by XXXX on the following dates.
|
| 09/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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In XX/XX/XXXX, I enrolled at XXXX XXXX XXXX to begin my XXXX studies. I was repaying my student loans and did not request to be put into deferment when I began my XXXX studies. Unbeknownst to me, I was put into deferment without my consent. As soon as I realized my student loan payments were not being drafted from my bank account, I reached out to XXXX, the loan servicer at that time. However, XXXX was also shifting to XXXX so there was much confusion. When I contacted XXXX to request that I NOT be put into deferment, I was told I would have to contact the school. I did and have documentation to show that I asked the school ( XXXX XXXX XXXX ) to remove my deferment. I stated that I did not want to be in deferment and wanted to keep my payments because I was working toward PSLF. At that point, I had been repaying my student loans for several years.
Despite my repeated attempts, it took 24+ months for my payments to begin again. I believe, in part, this was because XXXX was shifting to XXXX and possibly information was lost, requests were lost, etc. The loan providers would tell me to ask my school and my school was not responsive and/or would tell me to contact the loan providers. I could never get anyone to help me resolve the problem.
Now, the loan provider is MOHELA. MOHELA has significantly better systems than XXXX and XXXX. With new improvements to PSLF, I have read on the fact sheet shared by the U.S. Department of Education that previous problems can be corrected, including with deferment and forbearance.
On XX/XX/XXXX, I uploaded documents within my MOHELA account to request this problem I have with my student loans be corrected. In XX/XX/XXXX, I called MOHELA because I received a response I did not understand. The response did not seem relevant to the request I submitted. I have spoken with staff at MOHELA four different times. I have the dates and names of each person I spoke with but because the directions here state not to include names, I can submit them separately if needed.
Because I have not been able to get the situation resolved, I have submitted PSLF reconsideration requests.
My request, in my opinion, is simple. I was put into deferment without my permission. I have documentation to show I repeatedly asked to be taken out of deferment and allowed to continue making payments. That was not done for 24+ months, despite my attempts. I want to be able to repay the amount of payments I would have made during those 24+ months ( approximately 26 or 27 months ) and have those months count toward my PSLF payment count. I am currently at 89 or 90 payments ( waiting for documents to be processed with MOHELA ). I should be at approximately 116 or 117 out of 120 payments.
Whether it is MOHELA, studentaid.gov/the Department of Education , I only want to be allowed to repay those months I was trying diligently to be taken out of the deferment I never requested, never consented to, and have documentation that I was repeatedly asking to have the deferment stopped and be allowed to return to payments. No one should be allowed to make financial decisions for me that affect me negatively without my consent and that is exactly what was done. I only request to fix it. I am not asking to be given those months spent in deferment. I am asking to be allowed to repay those months and have them count toward my PSLF payment count. Thank you.
|
| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
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I am enrolled in the Public Service Loan Forgiveness Program ( PSLF ). According to my student loan servicer as of XX/XX/XXXX I have completed 116 of the required 120 qualifying payments. As you may be aware, after 120 qualifying payments any remaining balance on my student loans would be discharged under PSLF.
I am receiving conflicting information from my student loan servicer, and they seem to be inventing reasons why they can not approve my employment certification form. On XX/XX/XXXX, I uploaded an employment certification form ( which is after my due date of XX/XX/XXXX ). Due to my previous experiences with different student loan servicers I wanted to make sure that my MOHELA ( my current student loan servicer ) had everything they needed to correctly process my employment certification form.
I spoke with a supervisor at MOHELA on XX/XX/XXXX, by the name of XXXX. XXXX employee number is XXXX, she advised me that she opened case number XXXX regarding my concerns. Despite talking to a previous supervisor who advised me that everything was fine, XXXX advised me that since my human resources department used a digital signature, my employment certification form would not be approved. XXXX then informed me that I could upload paystubs from my current employer for the last four months. XXXX went on to inform me that she was making notes on the account to ensure that the paystubs and the employment certification form I uploaded on XX/XX/XXXX were processed together.
On XX/XX/XXXX, I spoke with another supervisor at MOHELA who informed me that the preceding is not true, and my paystubs would be processed separately. Another employee with MOHELA advised me that my XX/XX/XXXX employment certification had been denied due to the digital signature. A supervisor later that same day told me that no determination has been made yet on the employment certification form I uploaded on XX/XX/XXXX. In an abundance of caution, I obtained a new employment certification form date XX/XX/XXXX, with a wet signature and uploaded that to MOHELAs website.
I am greatly concerned about the disparate treatment that MOHELA has for people who are about to have their loans discharged. One employee told me it could take until XXXX of XXXX to finish their processing before they could send it to the Department of Education for further processing. However, if I am late making a payment, I doubt MOHELA, or the Department of Education would wait for XXXX months before taking some sort of adverse action against me.
On XX/XX/XXXX, I called MOHELA and was told I was going to be transferred to XXXX, to attempt to resolve this matter. As of the time of writing this letter, according to my cell phone timer I have been on hold for over two hours.
I do have my house listed on the market, and my mortgage company has told me they can not move forward with my mortgage application until my student loan shows a balance on my credit report. I would greatly assist any assistance your office can provide.
I am respectfully requesting your office do the following : 1. To the extent possible ensure that my most recent employment certification form is processed correctly without any additional delays.
2. After my student loan has been discharged, I am requesting that any overpayments be refunded to me.
Thank you for your assistance in this matter.
Respectfully, XXXX XXXX
|
| 11/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Servicemember |
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Since XX/XX/2022, ( 4 ) official, registered mail notice letters have been sent out to Mohela - Federal Loan Service Provider, XXXX XXXXXXXX XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX. regarding clear and factual violations of FRCA ( Fair Credit Reporting Act, 15 USC 1681a ), specifically, section 603 ( 2 ) ( A ) ( i ) ; EXCLUSIONS. All four entities mentioned have either refused to respond in writing and/or have blatantly refused to comply with the above federal statute and provision, by continuing to submit data to all three credit bureaus- XXXX, XXXX & XXXX XXXX which includes " ... transactions or experiences between the consumer/myself ) and the person making the report ( credit & loan providers/servicer ) . '' To be more specific, " ... transactions or experiences, '' include data/information, which openly discloses to the public, without implicit authorized permission granted by the consumer, 1 ) exact dollar amounts and 2 ) detailed payment history, by which my US Senator XXXX XXXX Office confirmed to me in a phone call, to wit, " ... a clear, concise and non-ambiguous categorized, textual interpretation of the FRCA, under Exclusions, as read under section 603 of the FRCA. Subsequent conference calls with each respective legal compliance of all three national consumer credit reporting bureaus confirmed that I should submit a request to all entities whom are reporting and sending this data to the credit bureaus, " THEY SHOULD CEASE AND DESIST FROM SUBMITTING SAID DATA- i.e. dollar amounts and payment history ; as part of their reporting requirements of existing, active and non-active accounts. The preceding phone call was, in fact, an admission by all three credit bureau legal compliance departments, as to their complicit, knowing and willingly cooperation, as co-conspirators towards on-going violations of section 603 of the FRCA, imposed upon every single consumer within the United States of America . All three credit bureaus confirmed to me on the same call that if the data is not submitted and placed onto my consumer report, the algorithms used to generate an accurate and fair FICO score would reveal a FICO score between 115-128+ points higher than my current FICO score. Willful, intentional and knowingly reporting dollar amounts and payment history negatively affects FICO scoring results to reveal actual creditworthiness, which is racially prejudicial, biased and discriminatory, along with a potential violation of Data Privacy Laws and Consumer Privacy Laws, in conjunction with willful and intentional FRCA violations.
Continued reporting and submission of this data by my creditors, to-date and retroactively have and continue to expose me to financial losses every single week. XXXX legal department also sent an email to me, stating, they would continue to send this data to the credit report bureaus, even as their own internal policy, under Credit Reporting, clearly stipulates, that reporting to the credit bureaus is discretionary and not mandatory requirement. XXXX effectively admitted in writing in an internal email to me through the secure e-messaging platform, they were choosing to continuing discriminating against me, even though their internal bank policy allows for discretionary, at-will treatment of issues and concerns brought to their attention. XXXXXXXX XXXX XXXX and Mohela have not responded, to-date.
|
| 03/14/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Need information about my balance/terms
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Web |
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When I was in college and graduate school, the paperwork I signed was for fixed interest loans. My loans have been transferred to various servicers over the years, none of which was a refinance by me, rather my loan sold to a different company without my consent. Each of them, prior to MOHELA, used my monthly payments to reduce the principal debt as well as taking a majority of the payment for interest.
When XXXX serviced the account, over 24 % of my payments went to reducing principal. From XX/XX/XXXX-XX/XX/XXXX XXXX took over the loan, 19 % of my payments went to reduce the principal. MOHELA became the servicer in XX/XX/XXXX. In XX/XX/XXXX I noticed that the principal was n't being reduced at all. When I contacted MOHELA they told me that I was " paid ahead '' so I continued my overpaying. When I received my XXXX forms, however, almost all of the payments were made as interest, as verified by the XXXX, and only 7.4 % of my payments went to reducing principal even though I overpaid my monthly bill by four times that amount. While MOHELA could lie to me, it obviously could not lie to the IRS and the tax form proved that the oral statements made by MOHELA 's representatives were untrue.
I then requested my original loan paperwork and a payment history from MOHELA. I received the payment history but never any of the original paperwork. I had various federally guaranteed student loans over the course of my education, but I made sure that all were from large banks and for a fixed interest amount. I can not imagine that any loan contract would allow the terms to be changed to interest only from fixed.
I made a complaint with the CT Attorney General 's office who advised me to submit a complaint through your offices as they did not have jurisdiction. MOHELA, however, responded to the CT AG 's inquiry and stated that their behavior was within Federal guidelines.
I would like the CFPB to provide me a copy of the guidelines which allow the change in terms to interest only from fixed or to " pay ahead '' my note rather than reduce the principal, and to provide a copy of at least one of the contracts that I signed which would allow a change in terms.
Due to my complaint, I received a modest payment from the Dept of Education as an " overpayment. '' This small amount did not include the amount of principal that would have been reduced if payment applied and principal reduced. Interest was still being charged on the principal debt when it should have been reduced. When MOHELA took over the loan, the amount that it admits in it 's submission was {$220000.00}. When I refinanced my loan with a different servicer 8 months later, my principal was almost {$600.00} more than when they took the note. This is while I was overpaying my monthly bill by 20-25 %.
I have all of the documentation proving the points above. An internet search shows hundreds of others in my situation that MOHELA has unilaterally changed the terms. A quick actuarial calculation shows that my principal should be reduced by approximately {$28000.00}. In the nine months that my loan has been moved from MOHELA to a legitimate bank, I 've paid the note in the exact same manner as before -- I 'm billed $ XXXX/month and I pay {$2000.00}. In these nine months my principal has dropped almost {$10000.00} as opposed to the eight months with MOHELA where it increased.
|
| 07/12/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Good morning, I hope this letter finds you well. I am writing to file a formal complaint against XXXX XXXX regarding their mishandling of my loan refinancing and subsequent disqualification from the Public Service Loan Forgiveness ( PSLF ) program. Despite my repeated attempts to rectify this issue with XXXX XXXX, they have failed to take any action, and I believe that their negligence has caused significant harm to my financial future.
To provide some background, I am an individual who has been actively participating in the PSLF program with the aim of having a portion of my student loans forgiven after making a decade of qualifying payments while working in public service. I initially reached out to XXXX XXXX to explore refinancing options for my existing private student loans with the expectation that my eligibility for the PSLF program would not be affected, as I was not refinancing my federal student loans. However, it has come to my attention that XXXX XXXX incorrectly refinanced my loans, leading to my disqualification from the PSLF program for all of my federal loans.
Upon discovering this error, I immediately contacted XXXX XXXX and requested that they reverse the loan refinancing to reinstate my eligibility for the PSLF program. I provided them with all the necessary documentation to support my case, including evidence of my prior participation in the program and proof of qualifying employment. Despite multiple communications and assurances from their customer service representatives that the matter would be addressed, no action has been taken by XXXX XXXX to rectify this situation.
The consequences of XXXX XXXX 's mishandling of my loan refinancing and subsequent disqualification from the PSLF program have been severe. Not only have I lost the opportunity to have a significant portion of my federal loans forgiven under the PSLF program, but I have also incurred additional financial burden due to the higher interest rates and repayment terms associated with the refinanced loans. This situation has caused me undue stress and financial hardship, jeopardizing my ability to meet my financial obligations and plan for my future. This goes directly against their mission to " help people get their money right and have the tools they need to take control of their financial futures. '' I am writing to request the intervention and assistance in resolving this matter. I kindly ask that you investigate the actions of XXXX XXXX in mishandling my private loan refinancing and failing to address my concerns despite my repeated attempts. I do have a case opened with them, and I filed a complaint with the department of education. I also request that appropriate action be taken against XXXX XXXX to rectify the situation, including reversing the loan refinancing and reinstating my eligibility for the PSLF program.
I am more than willing to provide any additional information or cooperate with your investigation as needed. I greatly appreciate your attention to this matter and your efforts to hold XXXX XXXX accountable for their actions. I trust that your organization will ensure a fair resolution in this case, and I hope that my experience will help prevent similar situations from occurring in the future.
Thank you for your prompt attention to this matter. I look forward to hearing from you soon.
|
| 01/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have two student loans that were originally with XXXX XXXX that were recently transferred to MOHELA. XXXX XXXX XXXX XXXX XXXX XXXX XXXX and am trying to qualify for XXXX. On XX/XX/XXXX I made a large bulk payment of {$27000.00} to XXXX XXXX which was split between my two loans in the amounts of {$14000.00} and {$12000.00}. At the time I did not anticipate continuing to XXXX XXXX XXXX XXXX, so was trying to do the right thing and pay my loans early. The bulk payment was in addition to my regular monthly payments. The bulk payment put me into paid ahead status and I was paid forward many years. Unfortunately, since being transferred to MOHELA my payment history is inaccessible so I do not know the exact paid ahead date. Because I was paid ahead I should have exceeded the XXXX payment for PSLF by a large number. In addition to the bulk payments, I have now been with my employer for > 12 years and have made additional monthly payments that exceed XXXX.
I contacted MOHELA in XXXX, XXXX, and then XXXX of XXXX via email to inquire about this paid ahead status and finally was able to speak to someone on the phone in XX/XX/XXXX. The representative said I could simply request to have the bulk payment refunded, I just needed to tell them the amount and date of the payments. The representative said she did not have access to my payment history and I needed to request it. I did, and received my full payment history a few weeks later ( on MOHELA letterhead, which is strange since they said they had no access to it ). I then contacted MOHELA again on XX/XX/XXXX and requested that the bulk payment of {$27000.00} on XX/XX/XXXX ( split between two loans of {$14000.00} and {$12000.00} ) be refunded. The representative said no problem, processed the request and sent in on through and said I should receive a refund in XXXX weeks and I could call back to check in XXXX weeks.
Yesterday, XX/XX/XXXX, I called back to check on my request and was told by a different representative that my bulk payment would likely NOT be refunded, though I was told by XXXX other MOHELA representatives that it should be no problem. I inquired about the paid ahead status and the representative said he did not have information on that.
In addition to the above, I returned to school from XX/XX/XXXX through XX/XX/XXXX to obtain a XXXX at which time the my loans automatically went into an in-school deferment. I was not asked if I wanted the deferment, it was automatic. I continued to make my monthly payments, again doing the right thing by trying to pay off my loans. Because of this deferment, those payments from XX/XX/XXXX through XX/XX/XXXX are not being counted towards XXXX. I was told by MOHELA in an email on XX/XX/XXXX that they would request the deferment be removed for that period of time and that any payments I made during that period would then count towards XXXX and it would take 2-3 days to process. As of today, XX/XX/XXXX, the deferment is still in place and the payments not counting towards my PSLF. Additionally, it is taking months to certify my employment when I sent in the certification from my employer.
I began this process in XXXX of XXXX and now over a year later I am still dealing with MOHELA to try to sort this out, but am being told different things by different representatives and the timeline keeps getting stretched.
|
| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am writing to request your assistance with my Public Service Loan Forgiveness ( PSLF ) counts. I have been diligently working in public service for the past 20 years and have faithfully made the requisite XXXX qualifying payments toward XXXX loan forgiveness. My qualifying payment count is currently at XXXX, as of XX/XX/XXXX.
I have reached out to MOHELA on multiple occasions through various communication channels, but regrettably, my concerns have not been adequately addressed. I have spent countless hours on hold ( average XXXX hours ) trying to speak with a representative to resolve my concerns. I spoke to a representative on XX/XX/XXXX ( XXXX ) who assured me my file would be reviewed within XXXX business days, unfortunately that did not happen. On XX/XX/XXXX, I spoke with MOHELA representative, XXXX, who stated that she saw the documentation in my account; but confirmed that it had still not been reviewed. XXXX XXXX escalated the case and provided me with a case number ( XXXX ) for tracking purposes and assured me that they had everything they needed to review my file and I should get a response in XXXX business days. As of this writing, there has been no contact or resolution regarding my claim. I received invoices from XXXX ( my previous servicer ) since XX/XX/XXXX and made consistent and timely payments of {$290.00} every month. After speaking with a representative at MOHELA, it was confirmed that the Department of Education erroneously put an In-School Deferment status on my loan and also saw a notation that my loans were consolidated. I did not defer my loan nor did I ever consolidate any loans. On XX/XX/XXXX I again spent XXXX hours on hold and was finally able to speak with a supervisor, XXXX, who told me I needed to complete an In-School Deferment Removal form which she was emailin to me. As expected, I never received the form.
Additionally, in XX/XX/XXXX, I contacted MOHELA to request a refund for payments made during the COVID payment pause. My account was immediately updated to reflect the refund reversal ; however, it also added accrued interest to my loan amount. I contacted MOHELA several times regarding this issue. MOHELA confirmed that there was a letter in my file confirming that my account qualified for no interest during the XXXX payment pause but said they did not have the authority to remove the interest and did not offer any solution. Additionally, I have not received the requested refund.
I understand that addressing these issues may take time and requires careful tracking of payments to ensure the successful completion of the XXXX program. I am confident that your assistance will help clarify and resolve these discrepancies. I am prepared to provide any additional documentation or information to facilitate the review and resolution process. Now that student loans are in repayment, resolution to these discrepancies is of the utmost importance to me financially. I have recently been send an invoice for {$600.00} for an account that should be forgiven through XXXX. MOHELA told me to continue paying on this account until resolved or I would be sent to the Collection Agency.
Thank you for your assistance in helping me achieve loan forgiveness through the Public Student Loan Forgiveness program. I look forward to a timely resolution of this request.
|
| 08/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
On XX/XX/XXXX I received correspondence from Mohela, student loan servicer for the U.S. Dept. of Education, stating that my existing consolidated student loans in the amount of {$36000.00} would be transferred FROM XXXX to Mohela effective XX/XX/XXXX. The exact language from Mohela stated : " This change in servicer will NOT impact the existing terms, conditions, INTEREST RATE, or available repayment plans on your federal student loans. '' ( Direct Subsidized Consolidated Loan : {$16000.00} + Direct Unsubsidized Consolidated Loan : {$18000.00} minus accrued interest prior to the federal pandemic repayment freeze ) My current student loan interest rate with XXXX was 6.0 %. Upon accessing my account information with Mohela I discovered that my interest rate WENT UP to 6.125 %. THIS IS PREDATORY.
According to StudentAid.gov : " A Direct Consolidation Loan has a fixed interest rate for the life of the loan. The fixed rate is the weighted average of the interest rates on the loans being consolidated, rounded up to the nearest one-eighth of one percent. There is no cap on the interest rate of a Direct Consolidation Loan. '' From
|
| 05/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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On XX/XX/XXXX I provided MOHELA, my Federal Student Loan Servicer with the Federal Form for PSLF. I received a count from MOHELA of XXXX qualifying payments. On XX/XX/XXXX, I determined that there were XXXX years worth of payments that were missing from this count. I contacted MOHELA via their secure messaging system and asked them what the issue was. The form was signed by my employer certifying my employment through XX/XX/XXXX. I will attach a copy of the form. This is the I received this answer in response : Your Question : The XXXX line keeps hanging up on me, so I am sending an email. I checked and the system tells me I have made XXXX eligible payments, but only XXXX are certified with my employer. I have the information from my employer stating that I started in XXXX and the system has always said that the pause months, whether or not you make payment, count towards XXXX. I should have XXXX eligible payments as of XX/XX/XXXX. Can someone explain why only XXXX payments were certified? XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and inconvenience that may have been caused. Your most recent approved Public Service Loan Forgiveness ( PSLF ) form certifies your employment through XX/XX/XXXX. The qualifying payments do not update each month automatically, but rather each time a new PSLF Form is received and approved. We can not verify qualifying payments past the date the PSLF application is signed by your employer. You can submit a new PSLF from at any time you wish, however, we advise submitting a new form annually. The best way to complete a PSLF form, and to check if your employer qualifies, is to access the PSLF Help Tool. The PSLF Help Tool may be accessed at studentaid.gov/pslf.
You can view your qualifying payment count for the Public Service Loan Forgiveness ( PSLF ) program by logging into your account on www.MOHELA.com. Once you have logged into your account, please select " PSLF '' from the top menu, then select " PaXXXX XXXX ''.
If you have any additional questions, please contact us toll free at XXXX Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX
Thank you, MOHELA I sent another message and received a response that was " non-responsive '' to my question/request : XX/XX/XXXX XXXX XXXX Body : Your Question : The dates on the form in my documents was dated XX/XX/XXXX, not XXXX. I can provide a new form from my employer, that isn't an issue, but the existing form was just signed and dated XX/XX/XXXX. Thank you, XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any inconvenience. Our records indicate that the date on the form that was last processed reflects XXXX instead of XXXX as the year the form was signed. We advise getting an updated Public Service Loan Forgiveness application and resubmitting the complete application, both pages 1 and 2, to us for processing. Once we have received a complete PSLF application, please allow up to 30 days for processing.
If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX
Thank you, MOHELA
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| 08/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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On XX/XX/2022, I submitted my Limited PSLF Waiver application to XXXX XXXX. I called in XXXX of XXXX to check on my application status and was told I needed to wait 30-90 days. At the 90 days mark, XXXX of XXXX ( longer than 90 days ), I was notified through my account that my application was denied due to missing information. I called to clarify what was missing. I was told the missing information was my employment verification form. I immediately resubmitted my application, as the employment verification form was included in my original application.
In XXXX of XXXX I called again to check the status of my application. At this time I was transferred to a supervisor who told me that the XX/XX/2022 application DID contain my employment verification form, but it was misplaced by XXXX personnel. The supervisor informed me that because the application was submitted as a " new '' application in XXXX, not a review, the entire application process " started over '' at the 30-90 day count.
On XX/XX/2022, I received written communication from XXXX XXXX servicing that my application was missing information and the employment verification section had inconsistent information. I immediately called XXXX. I was told that my employer put " current '' for the end date and also checked a box below that stated " still employed ''. The representative I spoke with said they would put the application in for review, because they found this technicality redundant but not cause for application denial. I was told to call back in 5-7 business days, as well as, encouraged to file a complaint with Borrower Defense . I attempted to call back after 5-7 business days and after waiting on hold for 45 minutes, I was unable to get through.
On XX/XX/2022, I waited on hold for two hours and spoke with a representative who said that my application was in the process of being transferred to Mohela, the new servicer. However, in this call, she also stated that a notification went out to all XXXX representatives this day stating they are to not transfer any applications that they have already started. It has now been nearly 180 days from my application and there is no resolve. The representative on today 's call said she would put in a request for another review and that the decision regarding the clerical error of redundancy was " petty ''. I was told, yet again, that it will take 7-10 business days for a review ( a review that was supposed to happen back on XX/XX/XXXX. I was told I will not be notified of this decision for another 3-4 weeks after the decision has been made, and Mohela will be notifying me.
I am beyond frustrated and feel that there has been a lot of finger pointing with little inaction or solution. Moreover, based on the conduct of this process, I have little faith that my application will be adequately reviewed, nor considered at this time.
I am hoping for an honest consideration, as I believe I have met the requirements of the " Limited PSLF Waiver '' opportunity. I am an educator who will not have the time to sit on two hour holds to check to see if my application is being processed in a fair and time guaranteed manner.
Any help you can provide would be greatly appreciated. I am also hoping that this could provide some accountability to help those in very similar situations as myself.
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| 09/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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According to XXXX, once XXXX relief pause on student loan ends, " payment amount will return to what it was before your payments were paused ( unless you've recertified or switched plans since the payment pause began ) ''.
Prior to the pause, my XXXX plan was XXXX. I HAVE NOT recertified or switched payment plan and is still currently listed as having XXXX as my XXXX plan. Prior to the pause, my monthly payment was {$190.00}. Around XX/XX/XXXX, I logged in to Mohela and noticed my new monthly payment was listed as {$1800.00}. I sent several messages to Mohela requesting explanation but was told my payment increased because I did not recertify my income in the past several years. I responded that due to XXXX XXXX related student loan pause, studentaid.gov has announced that recertification is not required from the time the pause started until at least 6 months after the pause ends. Therefore, there should not be a penalty to not recertifying my income during the student loan pause ( in fact, not recertifying is one of the criteria for keeping payment amount the same ). Mohela agent was not able to comment further. Several months later, my estimated monthly payment reverted to {$190.00}. Unfortunately since the pause ended, I checked back on my account again and now the monthly payment is again back to {$1800.00} with a due date of XX/XX/XXXX.
I called Mohela agent who was not able to provide explanation of why my monthly payment is listed as {$1800.00} when the federal government has announced that it should be the payment prior to the pause if the borrower has not changed XXXX plan or recertified. She was also unable to explain how {$1800.00} was calculated. She attempted to get me to recertify my income over the phone which I refused. She stated that recertification is the only way to fix this mysterious problem on my monthly payment discrepancy, and she's unable to help me further.
I called the office of ombudsman and the agent suggested {$1800.00} is the payment on a standard 10 years repayment plan but she does not understand why my monthly payment is now that of the standard 10 years repayment plan when I'm enrolled in XXXX and am still listed as being on XXXX on Mohela 's system. She suggested this might have happened because I missed the annal income recertification deadline prior to the pause began. This is not correct as my last income recertification date was XX/XX/XXXX and the pause began 6 months later. Her only solution is for me to file another income recertification.
I'm filing a complaint because according all studentaid.gov 's announcements, my monthly payment should be what it was prior to the pause and no additional income recertification should be required until at least 6 months after the pause ends or, if the recertification anniversary falls before that 6 months period, deadline will be pushed to 1 year later ( in my case, recertification anniversary is XX/XX/XXXX and the pause ended XX/XX/XXXX. Therefore, next required income recertification should be XX/XX/XXXX ). Mohela is violating rules and regulation put forth by the Department of Education as announced by studentaid.gov by arbitrarily changing my monthly payment without just cause and requiring early income certification when such certification should not be required until XX/XX/XXXX.
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| 08/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I was notified I was eligible for loan forgiveness in XXXX. My loans have been in repayment for 30 years.
I called Mohela at XXXX on XX/XX/XXXX. I spoke to a trainee who told me I was not eligible for any forgiveness and then was transferred to XXXX who identified as a Supervisor in the customer support area. I asked her if I should consolidate the two smaller loans into the larger. She said I should. I then told her I needed to opt out of the IDR adjustment until the consolidation completed. She said I did not need to do that. She said that no forgiveness would occur before the end of the year and consolidation would be done. I told her I was supposed to be forgiven in XXXX and needed to opt out. She refused and told me to consolidate. She would not let me opt out.
I started loan consolidation. On XX/XX/XXXX, after hearing from other borrowers that I must opt out, I reached out to XXXX ( no response ), CFPB ( sent complaint to Mohela, no response ), Mohela via messaging ( responded with form letter and link to FSA and didnt answer question ), DOE ombudsman ( no response ), XXXX XXXX XXXX services ( no response from people they contacted ), XXXX ( Mohela wont respond to them ) and TISLA ( no response from Mohela ) for guidance about opting out as I was concerned.
This morning, I saw that the larger loan was forgiven on Mohelas website. But they added the interest from the larger loan to the two the smaller ones that are in the process of consolidation. A balance of about $ XXXX has ballooned to overnight $ XXXX, and most of that is interest on a now-forgiven loan.
I called Mohela at XXXX.
XXXX told me that the loan consolidation process had started and interest was transferred, and Id just have to pay it.
She transferred me to XXXX XXXX XXXX? ). She says these things : - The loans are not finished being forgiven and maybe the interest wont be there in 10 days.
- I only owe $ XXXX.
- Theres no such thing as opting out. Forgiveness happens when it happens.
- Did I want to stop the loan consolidation? She didnt know what that would do or if it would reset a clock to day XXXX now. So I dont know.
- Did I want to stop the IDR adjustment? Also did not know impact of that but balance would return. She has no idea if I would get another chance.
- I have no recourse for following XXXX bad advice but to pay my loans. Theres no process for complaints or recourse or accountability. XXXX wont even be reprimanded.
The call ended at XXXX, and I told her to do nothing right now because she obviously didnt know what she was doing.
I followed the advice of XXXX the Mohela Supervisor to the letter. Im now in debt for $ XXXX on two loans totaling $ XXXX, when I started consolidation and was refused the opportunity to opt out by my servicer so that all loans would be forgiven.
I have spent years being directed into forbearance and into deferment and into IDR and so on. Theres no accountability. Theres no recourse for bad advice. This was my ONE chance. And its gone.
Mohela has no process to correct to this and does not care. This feels like a deliberate attempt to raise my balance and keep me indebted for far longer than I deserve.
Please help me. Ive done everything I can do.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I'm still having issues with my Loan Service Provider. I submitted an inquiry to Mohela XXXX and still haven't gotten a response. At this time, I also submitted a PSLF recertification form that I had questions about, but that form still has not been processed. 52 days is an unreasonable amount of time to process a PSLF recertification form ; it has been 52 days. That inquiry was followed up by a complaint submitted to Federal Student Aid on XX/XX/2023 ( see attached ). I was unable to follow up on that case today so I called Federal Student Aid who advised that my case was " escalated '' to MOHELA to respond to me. I haven't received a response.
Concerningly, I thought payments have resumed. I was charged and assessed interest at hundreds of dollars, that is now gone with no explanation or information. It's unclear how or why I was assessed that amount or why it was removed. It is unclear if my account has been updated or not. I received this notice on my MOHELA Portal, " 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/2023, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/2023. The months from XXXX through XX/XX/2023 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.
" This notice is not dated. I received this notice today XXXX. The notice advises that it could take up to 30 days for the updates to be completed and that my account needs to be updated and MOHELA is " in the process '' of doing just that.
However, XX/XX/2023 ( date MOHELA says is anticipated end date ) is now within 30 days. My account has not been updated. I am still waiting for a response to my XXXX message to MOHELA. According to MOHELA the expected response time to messages is 3 days. I still have not received a direct response to my message. I do not even know if my message has been read.
Federal Student Aid is telling me to call MOHELA. I've spent days on hold trying to get a hold of somebody at MOHELA and when I have reached somebody many questions are still left unanswered. As time goes on, more concerns and questions arise that are unable to be addressed. MOHELA still hasn't responded to my XX/XX/2023 message. Federal Student Aid leaves my complaint submitted XX/XX/2023 " escalated with MOHELA '' and does not agree to escalate my complaint submitted XXXX to an ombudsman and tells me to go to MOHELA. I go to the MOHELA website for PSLF. When I go there it tells me to call Federal Student Aid for " more information. I have received no communication from Federal Student Aid as to the status of 0 % deferment through XX/XX/2023 and this messaging from MOHELA DIRECTLY contradicts messaging from President Biden advising payment interest will resume in XXXX. This did appear to have happened, but doesn't anymore. I am confused.
I am going in circles and am frustrated and losing faith in the system. I need probably at least 30 days to get my personal finances in order and it does not appear my student loan account has even been updated yet.
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| 07/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been contacting student loan servicer MOHELA for months ( XXXX through XXXX ). I have also contacted Federal Student Aid numerous times. I have been on hold for hours with MOHELA as well and was transferred to an elevated department several times to have questions answered, but could not remain on hold ( after 1 hour+ waits ). I was a public school teacher for 26 years. I am eligible for the PSLF. I had been denied PSLF in XXXX, under the previous administration and was not provided with any detail about why I was not eligible or what I could do to meet the PSLF guidelines. During the summer of XXXX when outreach was being made to PSLF employees and the PSLF program was re-structured, I was initially told to download the Direct Loan consolidation form and the PSLF form from MOHELA 'S website. I worked with " XXXX '', a student loan support non-profit recommended by the AFT to assist teachers in obtaining PSLF. XXXX faxed my PSLF form and the loan consolidation form ( found on MOHELA 's website ) to MOHELA after I completed both. I had a current loan with XXXX, which was not an eligible servicer for the PSLF. XXXX has proof of FAX and has shared it with me. I also submitted an additional PSLF form as my employer asked to submit it directly. I waited from XX/XX/XXXX to XX/XX/XXXX, for my forms to be processed. I was told I needed to wait 30, then 60, then 90 days. In XX/XX/XXXX, I was informed that my Direct Loan Consolidation form was never received or processed by MOHELA. I was informed that the only way to consolidate an existing loan into a Direct Student loan was through the Fed. Student Aid website, despite a loan consolidation form being on MOHELA 's website with instructions to fax it in. In XX/XX/XXXX, I resubmitted a Loan Consolidation form to FED Stu AId. It has been processed and is now viewable on my MOHELA account site. I have now been advised that I am waiting for prior payment counts from my prior servicer ( XXXX ) to be updated in the National Student Loan Data system. I have been informed that this is done manually and may take until XXXX. The false promises of 30, 60 or 90 day processing for the PSLF is not relevant if my prior payment counts can not be calculated until XXXX Who performs this count manually? How many people are employed in this function? With so many pending PSLF forms, how is this critical function expedited? Where can I complain? I have filed complaints with Fed. Stu Aid, MOHELA and will now escalate to legislators. My PSLF form was submitted in XX/XX/XXXX and it is XX/XX/XXXX and I am now waiting for manual counts of payments to be made to prove my PSLF eligibility. I made on-time payments monthly since XXXX, and have far exceeded the 10 year PSLF requirement XXXX Additionally, my StudentAID.gov account shows two loans on my account ( the old loan and the newly consolidated loan ) in essence doubling my debt. I have been told this will be corrected in 90 days. Please advise on my recourse for expediting payment counts in the NSL Data System.I do not understand why so many public service workers are waiting for discharge and why each step of the process is not clearly outlined so it can be tracked. We have a loan forgiveness program riddled with delays and lengthy processes that are not fully explained.
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| 10/10/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XXXX I got a negative reporting against my credit bureau which caused my score to drop 51pounts, I called Mohela to discuss this matter they advised me I had a past due payment of {$24.00} plus change that I never once knew about, I explained that I was on forbearance and when it was time to resubmit a application by the deadline of XX/XX/2017 I did everything I was told to do and had proof that I did and mohela never once contacted me again til several months through mail that if I dont submit the documents that i was going to be reported to the credit bureau by this time it has been months later I was so upset that the rep told me that they couldnt locate my docs and didnt know why no one called me sooner, he did not cared that I had proof that my fax through my employer was successful and told me to download the docs I was so upset that I was being threaten to negatively report it on my credit bureau, how was I suppose to know that my docs was lost but they had some docs, the rep asked me if I had an online account i advised no why would i, he stated he would create one for me while in the phone with me and provided me with a password to go on and all i had to do was download my documents that's all and assure me it be fast and guarantee to receive it as if it was my fault that they lost my docs several months prior I said I will download the docs and asked to please call me back to let me know if there was any issues the rep never called me I had to call in and found out that mohela still didnt get my docs this is ridiculous from XXXX all the way to XXXX or XXXX I was so angry I cant recall if I ended up mailing it at this point, far as i know this was done, I recieved a statement from mohela XXXX due and that was the last time I got anything written correspondence from mohela. I never received notifications of the status of my application I didnt even know I had monthly payments of {$24.00}. And to come to find out the rep that created the account for me opt me into paperless in XXXX, did he do that purposely because I was angry with him I was punished because I was upset about them losing my docs and threatening me to hurt my credit, the rep on XXXX told me and confirmed I have always recieved communication thru mail til recently the person that created my account opt me out, I'm so beyond upset this has caused me damage to my credit by 51 points unfair and fruad and dont intentionally against me, I wasnt notified not once through mail the rep said they called several time to an old number and old email which I updated I feel I was treated poorly purposely all because I was complaining that your company dare to threaten me with ruining my credit due to negligence with my documents, I want the 90 days past due removed immediately or I will take this matter to the attorney 's general and seek legal assistance through my employer ... this was an unlawfully action done against me.i was promised by a supervisor a callback and have a manager review this matter. And I never got a call back. After explaining the unethical history and fraud committed against me which caused me not to get correspondences from there office I have no problem paying {$24.00} I truly didnt know and their employee opt me out which causes all of this mess.
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| 09/12/2019 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA lied to and misled me so that they could benefit from a substantial interest re-capitlization that occurred during my XXXX re-certification period.
MOHELA explicitly assured me, BOTH in writing, and verbally, that I had until XX/XX/XXXX to finish my XXXX re-certification- which I DID do. And yet, they still recapitalized over {$40000.00} in interest to benefit themselves and harm me.
In addition, they applied a forbearance I did NOT request, and when I called to terminate it, [ MOHELA REQUIRED a call instead of an email, no doubt to obscure their unfair practices ] thy AGAIN assured me that no interest recapitalization would occur if I paid them then the full {$1200.00} payment for the month.
In addition, it was like pulling teeth with them to find it IF the recpaitlization would or would not occur- all the literature said MAY occur, until I finally got someone to admit that NO, it actually WOULD occur UNLESS I re-certified BY XX/XX/XXXX! ( which I did ). Here is some of our correspondence : On XX/XX/XXXX : " Your Question : Hello, I am writing about my IBR RE-CERTIFICATION. I just completed the process on the StudentLoans.gov, BUT, I have to print and mail in documentation. My re-certification deadline is XX/XX/XXXX. I wanted to make sure that MOHELA knew I completed the re-certification within the time frame, AND, I was wondering what the deadline is now to mail in the forms? I was also curious as to when the NEW PAYMENT would be ascertained and billed? Thank You, XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, Please provide us with your documentation before your XX/XX/XXXX due date. If you do not recertify your repayment plan, your new installment will be {$1200.00} due XX/XX/XXXX.
If we recieve your application before your XX/XX/XXXX due date, your new installment should begin for your XX/XX/XXXX due date .... '' [ AS YOU CAN SEE THE ANSWER TO MY QUESTION WAS XX/XX/XXXX, " PLEASE PROVIDE US WITH YOUR DOCUMENTATION BEFORE YOUR XX/XX/XXXX DUE DATE '' ] XX/XX/XXXX " Your Question : I see that Mohela has processed my XXXX re-certification ... but I also see a Forbearance for XXXX. I didn't request forbearance and I don't want to be in Forbearance if the interest is going to be re-capitalized. The documentation all says that it MAY be re-capitalized. Can you please confirm or deny whether or not the interest will or will not be recapitalized? If YES, recapitalized, please remove the Forbearance and I will pay the new amount in XXXX. If no, not recapitalized, then OK, and my new payment amount may be withdrawn automatically next month in XXXX. THANK YOU.
MOHELA 's Response : Thank you for contacting MOHELA, Interest does capitalize when an account leaves a forbearance. To request the removal of your forbearance, please call and speak with a Student Loan Counselor. Please call toll free at XXXX. Monday-Thursday XXXX XXXX.to XXXX XXXX., Friday XXXX XXXX. to XXXX XXXX. CT.
Thank You, MOHELA '' [ TO CONCLUDE, THEY PROVIDED AN XX/XX/XXXX DUE DATE " YOUR XX/XX/XXXX DUE DATE '' AND THEN WENT AHEAD AND RECAPILIZED MY INTEREST ANYWAY IN A MOST UNFAIR AND DECEPTIVE MANNER. HAD THEY SIMPLY SAID MY DUE DATE WAS XX/XX/XXXX, I WOULD HAVE COMPLETED THE PROCESS BY XXXX NATURALLY, AS I HAD BEGUN TIMELY IN XXXX! ]
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| 01/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I would like to file a complaint about the handling of my student loans by MOHELA.
As of the date of this letter, I have XXXX eligible payments for both my Consolidated Subsidized and Consolidated Unsubsidized student loans. As per Federal Student Aid recommendations, I submitted updated XXXX applications as I approached my XXXX required payments. Yet, MOHELA failed to process these applications correctly and has instead labeled them as duplicate applications. This has resulted in my PSLF payment tracker showing only XXXX qualifying payments while I am significantly over the XXXX payments required for forgiveness.
1. My loans were transferred from XXXX to XXXX and then to MOHELA during the first half of XXXX after I submitted my first XXXX application. When MOHELA received my loans and set up my account they incorrectly spelled my last name. They have stated that they can not fix it despite MOHELA being responsible for the error.
2. When MOHELA received my loans in XX/XX/XXXX, they failed to process the XXXX application completely. The XXXX application they received with my account contained employment over XXXX time periods on multiple pages and was signed by the school principal. However, they only processed the first page with the most recent employment period resulting in a finding of XXXX qualifying payments. They neglected the additional pages of the application which documented an earlier employment period as they did not notice those pages of the application.
3. On XX/XX/XXXX, after I received the results of my first application with only XXXX qualifying payments, I uploaded a new application containing the pages documenting the earlier employment period which they neglected to process. MOHELA did not process this application and instead considered it to be a duplicate application despite it covering the earlier employment period which was missed in the original application.
4. On XX/XX/XXXX, I uploaded another PSLF application, this time signed by the Department of Defense XXXX XXXX XXXX XXXX XXXX. This application covered the entirety of my employment with DoDEA including the earlier employment period which was never processed, the 18 months already found to be qualifying, plus an additional XXXX moths of employment that had occurred since my original application. Again, MOHELA failed to process this application and considered it to be a duplicate application.
5. I called MOHELA in XXXX and XXXX to discuss the status of my applications, the error of not reviewing all pages of my applications, and the reason for uploading the missed pages again on XX/XX/XXXX. I was assured that the application was fine, they would update it, and process the rest of the application. That did not happen.
6. After waiting XXXX months and seeing no progress on my applications, I contacted MOHELA on XX/XX/XXXX. The customer service representative explained to me that pages of the original application were not noticed and that the applications sent since that time were considered duplicate applications and were not processed. He offered to put my most recent application in for processing but that it would take up to XXXX business days for it to be completed. He also stated that he was unable to correct the spelling of my last name.
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| 04/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I recently submitted a complaint with the XXXX and through the CFPB on XXXX regarding my student loans that are being handled through Mohela. I applied for the PSLF back in XXXX of XXXX. I submitted and uploaded all the documents that I was asked to send in regarding my current employer. When I applied, my current employer wasn't coming through the student aid tools database. So, I was required to print the form off and complete it manually. Months later I was asked to submit documentation showing where my employer is a governmental agency. I submitted this information to Mohela last year along with my w2 showing my employer 's EIN. After filing my complaint, it appeared that Mohela was finally looking into my application. I received a letter from Mohela dated XX/XX/XXXX stating that I have 114 qualifying payments and when I logged into my Mohela account online it reflected the same number of qualifying payments and stated that I had 6 remaining payments left before I would reach the 120 payments needed for my loans to be forgiven. It also showed where my current employer had been qualified and approved as being a qualifying employer. I logged back into my account a week or two later and saw my qualifying payments have been dropped from XXXX to XXXX. I have been employed with governmental agency since XXXX. I've been with my current employer since XXXX. My loans should be near the 120 payments needed in order for Mohela to forgive my loans. I called Mohela last month regarding the issue and I called again on today. I was placed on hold forever by the rep. She stated that she did see the letter that was sent out to me, but she stated that the system still was showing that my employer still hadn't been approved and was being reviewed. I asked to speak with a supervisor, but was placed on hold for almost an hour after having already being on hold forever with the rep. The supervisor stated that the letter that was sent to me and the payments that were uploaded to Mohela were done in error by an employee. She stated that all of my information was sent to the Federal Student Aid for them approve my employer. She stated that it was still being reviewed. I stated to her that this issue has being going on now for over a year, which is absolutely ridiculous! I feel that Mohela has mishandled my case for months. I have been having problems with them since my loans were transferred to them. How do you send someone a letter and update your system to reflect something and then just remove it after being approved. There should be someone in upper management, through their corporate office who can reach out to Federal Student Aid regarding my complaint and to see why has it taken so long for them to look into my case. It should not be that hard for them to verify with the IRS or whomever it is that they need to reach out to, to verify that my employer, XXXX XXXX XXXX XXXX is a governmental agency. I am sick and tired of having to submit complaints before my case is looked at. I have attached a copy of the letter that I received from Mohela and the letter I received from my Human Resource Dept. I would like for all of my payments to be added back to my account because I meet all of the required qualifications. My account number is XXXX.
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| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been paying my monthly statement in full via XXXX XXXX since the day my loans went into repayment, initially through XXXX XXXX and for the past year and a half, through MOHELA. A somewhat separate but possibly related ( I don't know ) issue, I noticed that my loan status on XXXX has said " in forbearance '' for as long as I can remember - years - even though I have always been in repayment. I submitted an inquiry to StudentAid.gov and basically got nowhere - I got an automated message incorrectly asserting that I was inquiring about XXXX, which I wasn't. I called MOHELA, and they said it's probably a failure of data transmission between XXXX and MOHELA, and that I shouldn't worry, so I didn't.
My main or more pressing concern ( maybe related, maybe not ), is that at some point in XXXX or XX/XX/XXXX, my repayment plan was switched from REPAYE to LEVEL, with no request on my part to do so, and with no notification from MOHELA that it was happening. I only found out about this when I got an email from MOHELA on XX/XX/XXXX saying that my Auto Debit had been suspended because " we have not heard from you. '' XXXX from me about what?? So I logged into the website to re-register for Auto Debit, which was inexplicably cancelled, and I see that my payment plan is LEVEL, which changed my monthly payment from {$520.00} to {$3600.00}. So I immediately called, waited on hold for over an hour, got nobody, and instead decided to just resubmit my XXXX request. It wasn't until XXXX that I received a correspondence via the message portal with a letter *dated* XX/XX/XXXX saying my new repayment plan was XXXX. Again, I made no such request.
So I submitted my new XXXX request via XXXX, which was initially denied because I didn't submit my XXXX ( for the record, nowhere on the XXXX website XXXX it say I needed to submit additional documentation ). I got the denial letter on XX/XX/XXXX, and I immediately resubmitted my application, this time via MOHELA 's self-service option, with my XXXX. Then, just yesterday, XX/XX/XXXX, I got a notice saying I was placed on " administrative forbearance '' with no explanation as to what that is, or why it was happening. So I called MOHELA, waited on hold for literally XXXX hours, spoke with a customer service agent for another XXXX minutes, who proceeded to tell me that neither she nor any of her supervisors could explain to me why repayment plan changed, why my Auto Debit was suspended, and for how long I will be on " administrative forbearance. '' She did explain to me that this type of forbearance is for when they need more time to process a request. The problem is, any payments I make don't count toward PSLF while I'm in forbearance, and if I want to get out of forbearance, I need to pay {$3600.00} a month! All because of their inexplicable errors? And if this temporary forbearance expires ( in 30 days ) before they process my XXXX application, she said it's MY job to me to call them, wait on hold for XXXX hours, and ask them to extend the administrative forbearance. It doesn't automatically renew.
This is incredibly unprofessional and unfair, and I just want to go back to paying my monthly payments like I had been doing for the past 6 years. Please advise me accordingly, thank you.
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| 01/08/2018 |
No |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am a graduate student at the University XXXX XXXX in a XXXX degree program, pursuing an XXXX from the XXXX XXXX XXXX XXXX and an XXXX from the XXXX XXXX XXXX XXXX XXXX ( part of XXXX XXXX XXXX XXXX XXXX ). This is a three-year program ( it saves a year as both programs are normally two-year programs ). The schools charge different tuition, so I am enrolled in XXXX for one year, XXXX for one year, and then in my final year I am enrolled for one semester in each school. I began my program in XX/XX/XXXX and will graduate in XX/XX/XXXX ( my unofficial transcript is attached ).
On XX/XX/XXXX, Mohela ( servicer of my private loans with XXXX ) sent me a notice that I was in repayment. I sent a message asking why and received a response to send a in an in-school deferment request. I discovered that I need the University XXXX XXXX registrar to certify the request and that my loans with two other servicers also had put me into repayment.
I visited the registrar 's office and they let me know that I had been " withdrawn '' from the XXXX School and on the same day " enrolled '' into XXXX. This is a normal process for XXXX degree students. For some reason, my student loan servicers saw only the " withdrawal '' and did not see the simultaneous enrollment on my XXXX XXXX Account. The registrar had a form I could send to prove that I am still a full-time student. I completed the form and they sent it on my behalf to my three loan servicers. Two immediately corrected my account. On XX/XX/XXXX, Mohela denied my request to be placed into deferment. I sent an email on XX/XX/XXXX inquiring about the issue and they sent a generic response that I would need to call them.
On XX/XX/XXXX, I had time to make the call and spent over an hour on the phone with Mohela. During that call, I learned that there was no process to put my loan back into " in-school '' status. I could only request a deferment, which would require in school interest payments ( I had not budgeted for in school interest payments and specifically chose loans with higher interest rates so I could avoid paying my loans until after graduation ). The representative told me I had to complete their form and that my original request for deferment was denied because the University XXXX XXXX 's form did not include the registrar 's name. I went back to the registrar that same day and had them send a second form, this time the one that XXXX requests. Mohela confirmed receipt of that form on XX/XX/XXXX and then denied my request again on XX/XX/XXXX, saying that it was too close to the end of the semester for them to put me into in-school deferment. The school could only certify me through the end of XXXX even though I was already registered for classes in the winter term. My registrar had anticipated that Mohela would need a third form, so they sent it for me on XX/XX/XXXX. I am still waiting for Mohela to make a decision on my account.
Finally, when I spoke the representative at Mohela on XX/XX/XXXX, she told me to not pay my bill, which means I now have a late fee assessed. She also told me that I would only be able to go into in-school deferment, not back to true in-school status, even though I am still enrolled in the same program that I took out the loans to pay for.
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| 10/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I previously held student loans with both XXXX and Mohela for my XXXX and XXXX loans respectively.
In XX/XX/2023 I was informed that my graduate loans were transferring to Mohela. As the payment pause came to an end, I realized that Mohela had my payment amounts for my graduate loans, which were {$0.00} per month prior to XXXX, set to the same amount as a standard XXXX year repayment plan. I looked on studentaid.gov and saw that my XXXX recertification date was in XXXX of XXXX for these graduate loans, however due to the CARES act, recertification of XXXX plans should not have been required during the COVID forbearance period and studentaid.gov stated that no recertification should be required until a minimum of XXXX months after the payment pause has ended. Studentaid.gov advised that recertification dates were being updated, but would take time, so I waited.
When I received notification from Mohela that they would be expecting a payment of the full standard XXXX year repayment schedule amount I tried to get in touch, however due to long wait times and living abroad I had limited overlap with their support lines hours of operation. Eventually as the deadline neared I sat on the phone for XXXX waiting to speak to someone only to be told that I couldn't be heard and hung up on. I phoned back the next day sat on hold once again for multiple hours and eventually got through to support person in training.
Once I was on the phone with support, I was given incorrect information multiple times about the need to recertify. I was told that since the loans were in forbearance I had to recertify, and the support person requested that I work through a recertification with them on the phone. I was also told that I could switch to SAVE for my graduate loans, which I told them I did not want to do at this time. I also insisted multiple times that I did not want to recertify, and that no recertification should be necessary as this was contrary to the CARES act and studentaid.gov 's guidance about XXXX plan recertification as the payment pause ended.
Eventually I insisted that I just wanted to get my currently applicable recertification to be adhered to, my payment amount of {$0.00} per month to be adhered to, and the recertification dates in their system to be updated in line with the guidance provided on studentaid.gov. At this point the support agent told me they were given guidance on what to do, and would proceed with submitting a change to get things fixed. However, Mohela 's website still has my loans being due for payment today, and I have very little confidence that they will be adhering to my request to not recertify at this time.
Having to wait on the phone for multiple hours in order to speak with someone for support is not acceptable, and giving incorrect information to borrowers which is not in agreement with government advice and legislation which will potentially negatively impact borrowers financially is negligent at best and likely not in compliance with their obligations as a student loan servicer.
I believe that by insisting on recertification at this time that Mohela is attempting to collect additional funds from borrowers than they are obliged to pay if the CARES act were being adhered to.
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| 03/29/2015 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Keep getting calls about my loan
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Web |
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Mohela called me on XXXX/XXXX/15, I told the rep I was at work he then advised me it was an urgent matter. I was concerned so I asked my team lead to give me about XXXX minutes because I had an urgent phone call. I then verified my information and he then informed me I was past due on my loan ( only XXXX days ) but the payment was pending in their system because I always make my payment through their system. I had to tell that rep the payment was already made and that he should have looked at the payment screen before he asked me to make a payment. This incident has happened before when a payment was made but not yet posted. I was only XXXX days late, I started a new job and my paydays are different from my previous employer, I have never been XXXX days late with them and this matter was not an urgent matter because the payment was already and I felt like they wasted my time, the co-signer and was upset because she states no one told her a payment was pending in the system. It seems to me that Mohela wants to misled and employ scare tactics, the payment was made for the XXXX and the money came out of my account on the XXXX ( it was showing as pending in my checking acct on the XXXX ). Mohela has did this to me before, I had to tell the rep to look into the system because I made a payment, I also heard a call my mom recorded of Mohela and not one did he tell her a payment was pending in the system, he asked her to make a payment. She was upset with me because they implied she needed to make a payment when I already her one was made but not yet posted, nowhere on that call was that information given. I actually looked online on mohela 's online page and the payment was posted on the day I said it would. I also spoke with a consumer rights attorney and he advised me that Mohela should make sure they are looking to see if a payment is scheduled online before they ask someone to make another payment and the rep misrepresented the call by saying it was an urgent matter ; it was not an important issue because the payment was made and it was only XXXX days past due. I was nowhere near the XXXX day mark so I am not sure they discussed anything about credit reporting for this payment because it sounded stupid to say such a thing. A supervisor states they have to call when a payment is late ( this is their job ) but make sure you are actually looking to see if a payment was made before you stay anything stupid like asking to make another payment. I was also advised by an attorney that Mohela should not be telling people it is an urgent matter because it was not in this case and nothing about a past due bill is an emergency. It was utterly deceptive and this is not the first time this has happened, I would prefer to get manual calls not computer calls on my cell phone but they told me I had to endure these stupid calls. The rep asked me if I had another phone call number to use, I said no then I was told I would have to endure these useless calls especially since a payment was already made but not posted, it was pending in the system and I wish people at Mohela would take the time to look at the online screen because they wasted my time because I was at work and I had to stop what I was doing to deal with this matter.
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| 11/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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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.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am a decision group member of the Cardona Sweet Borrower Defense case, I am also working towards PSLF. I would like to make monthly payments towards PSLF in case my borrower defense case is denied. With this in mind I never asked to be placed in forbearance -- as that time would not count towards forgiveness. During the COVID pause I emailed Mohela multiple times via the portal that I did not want to be in forbearance. I either did not get a reply or I got a generic mass response unrelated to my message.
Indeed, I was placed on administrative forbearance but was unaware initially. Every year I submit PSLF employer verification forms as I work at a nonprofit hospital. I submitted my annual form via the federal student aid website on XX/XX/XXXX and it was signed XX/XX/XXXX. I noticed forbearance status XX/XX/XXXX and called mohela who took me off forbearance. I set-up autopay. I waited a month to see if my PSLF counts were updated and they were not. I noticed the issue and also noticed I was placed back on forbearance. Mohela said they never got the PSLF form from the FSA website and I would have to resubmit. Therefore I downloaded my form from the PSLF site and uploaded to the Mohela website. They took me off of forbearance again but said I needed to call the Borrower Defense Hotline to ask them to put a note on my account not to place me on forbearance ( they blamed the feds ). I called BD hotline, they blamed mohela and put a note on my account.
At this point I thought I fixed everything -- but no. I notice after XX/XX/XXXX ( due date for my loan payment ) that mohela never auto-debited me. Instead they left it as a due balance. To make matters worse, the website for mohela said that they wouldn't count XXXX as a qualifying month for PSLF because I was in forbearance even though i called multiple times to be removed!
Today XX/XX/XXXX I called mohela asking them to rectify the issue. They said I would have to wait a year for the feds to do a one-time account adjustment. When I asked them to document this as a reply to one of my portal messages about not wanting to be on forbearance they refused. They instead told me that it was " unfortunate '' that it happened and that I can " XXXX XXXX '' instead. They then informed me that I would have my resubmitted PSLF verification form denied because I downloaded an e-signed form and resubmitted. I asked them to please just contact FSA and obtain my already submitted and signed form from XX/XX/XXXX and they said they didn't have to do that but that I can print out the form, sign it with my employer, and resubmit with a 45 day wait period. I tried calling the FSA hotline today who verified my form was submitted and signed properly. They claimed they would transfer me to their PSLF specialists and instead they transferred me to a message stating " this number can not be completed as dialed, please hang up and try again ''. The wait time to talk to them is several hours and I simply can not afford to keep waiting as I work XXXX hours a week as a resident doctor. I literally just came out of a 48hour call shift and waited hours to talk to mohela in the XXXX just to get this response. I am genuinely stressed out from their lack of effort and assistance.
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| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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Hello!
I'm reaching out again because complaint # XXXX filed on XX/XX/XXXX, has not been resolved. I'm still waiting on the full detailed payment history on my loans to understand why interest accrued. I checked my online account today with MOHELA and saw that interest started accruing again since the start of repayment last month, but it seems to me that interest should not be accruing on the XXXX plan based on changes made by the Biden Administration.
I've spent countless hours on the phone with MOHELA and with XXXX. XXXX XXXX was my previous servicer until early this year. MOHELA says the interest occurred under XXXX XXXX ' watch and said that I needed to call XXXX which now owns XXXX XXXX in order to obtain payment history. XXXX insists the full payment history was sent to MOHELA with the loan and that, because XXXX retained nothing, it was unable to send me the payment history. I'm in a loop going back and forth with no resolution.
Please see below for my note that I sent to MOHELA today using their online messaging system from my account, and please assist me in obtaining the detailed payment history for my loans.
Thank you.
-- - Hello!
I have spoken with your team multiple times requesting a full payment history on my loans to understand how I ended up with accrued interest in the transfer of my loans from Great Lakes to MOHELA. I also spoke with the new owner of XXXX XXXX, XXXX, to see if they could provide the history. XXXX assured me the history was sent over to MOHELA with the loans. XXXX did not retain information about my loans. I've received communication from MOHELA, but none of that communication includes any detail whatsoever as far as the actual payment history on the loans.
Today I checked my account and noted that the amount of accrued interest increased from {$1200.00} on XX/XX/XXXX, to {$1400.00} today. I was assured by a supervisor at Mohela that the interest would not capitalize when loans entered repayment after the pandemic pause. I don't understand how it's growing interest at this point given the changes enacted by the Biden Administration. See below for the excerpt from the website your team provided to me to educate myself on the XXXX plan.
I've made many, many phone calls ( and spent a ton of time on hold ) trying to get this resolved since XX/XX/XXXX.
Please mail me the full payment history on both of my loans to my mailing address on file ASAP, please. I want to see the full detail for the history of the loans.
Also, please provide me with an explanation for why further interest is accruing since the loans entered repayment last month. You can include that with the payment history or message me back here on this platform.
I'll reach out to the CFPB again regarding this issue as well.
Thank you.
Regards, [ REDACTED ] https : //studentaid.gov/announcements-events/save-plan The plan eliminates 100 % of remaining interest for both subsidized and unsubsidized loans after a scheduled payment is made under the XXXX XXXX.
If you make your monthly payment, your loan balance wont grow due to unpaid interest.
For example : If {$50.00} in interest accumulates each month and you have a {$30.00} payment, the remaining {$20.00} would not be charged.
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| 11/03/2022 |
No |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XX/XX/XXXX I heard the great news that I may be eligible for public student loan forgiveness under the waiver. I promptly applied. I was told I need to consolidate to direct loans and I did. XX/XX/XXXX I got word that my loans were consolidated. XX/XX/XXXX, I resubmitted my XXXX application with my direct loans as I was told I needed to do. XX/XX/XXXX I was notified that my loans were actually paid in full by consolidation. I waited and I waited- then I decided to call and wait hours. Every time I called XXXX XXXX- I would wait for 1-2 hours to talk to someone who would tell me they could not help me and they would transfer me again and I have waited up to 3 hours to speak with someone multiple times. After speaking with someone I was told that there was a clerical error and the my application had not been attended to after the loan consolidation but it was getting put to the " top of the que ''. I was so frustrated because I had lost months. XX/XX/XXXX I was told that my payment count was XXXX. I dont know how they count them but whatever ..... I was close enough and instead of fighting I just decided to save myself the trouble and wait another month. XX/XX/XXXX I got notification that my payment count was now XXXX. No idea how it actually decreased 2 months later. In between my notifications I would call XXXX time a week on average and wait hours to be told no news and nobody could help me. XX/XX/XXXX I submitted a new employment verification to hopefully satisfy the XXXX payments. XX/XX/XXXX I got a letter saying my form was missing information and that the signature on my form from my employer was not acceptable. I got a new form, contacted XXXX and had them fill out the form again and submitted it. XX/XX/XXXX I got notification that they would review my updated application. Because of my issues in the past, I once again called to make sure they had EVERYTHING they needed. I was told that it was their mistake and that the signature on the form was acceptable. XX/XX/XXXX I, once again got notification that " the authorized official listed does not appear eligible to certify employment ''. What? I once again reapplied with a new signature XXXX I got notification that my eligible payments were XXXX but qualifying were XXXX. I called to check because I had resubmitted paperwork and my dates should have pushed me over XXXX. I was told there was another clerical error but they would expedite re evaluating. I, once again got something saying my payment count was XXXX. 2 days later I was notified that my loans were being transferred to Mohela. REALLY?!??! XX/XX/XXXX was when my loans were supposed to be available for me to view with Mohela. They werent. I waited a few more days and they were. I resubmitted my application just to make sure Mohela had everything they needed. I called and was told that they had what they needed and I should just wait for them to be reviewed. XX/XX/XXXX still had not heard anything so I called Mohela with minimal difficulty reaching a human. This person told me that the signature on my application was not valid as it looked to be electronic. At this point, this feels like a huge joke. I have jumped through hoops and scaled red tape to no avail. This is unacceptable.
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| 04/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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|
Web |
Servicemember |
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I applied for the Public Service Loan Forgiveness Program ( PSLF ) XX/XX/XXXX. As I sat waiting for any sort of response regarding my application I learned that I could apply for a refund of student loan payments I made after XX/XX/XXXX, when Student loan payments were put into forebearance.
In XX/XX/XXXX, per instructions posted on the StudentAid.gov webpage, I contacted XXXX ( my provider at the time ) via phone and requested a refund of {$3900.00}. The customer service representative knew exactly what I needed and even confirmed the amount to which I had paid and expected a refund off. In addition, at the time of the initial request I mentioned having previously applied for PSLF and had recently been notified that my loans would soon be transferred to Mohela. The customer service representative assured me that the loan transfer from XXXX to Mohela would not affect the fact that I was due a refund since payment would be coming from Treasury. However, I was left in the dark with no confirmation of the request via email, phone, or mail. Subsequent calls in to XXXX to check the status of my refund verified that no such confirmation will be provided, and that I just had to wait.
Shortly after I made the refund request, in XX/XX/XXXX, my loans were transferred to Mohela.
By XX/XX/XXXX I still had not received a refund so I called XXXX to follow up. They said to call Mohela as Mohela is my current service provider. I Called Mohela, to which they found no record of my request from XX/XX/XXXX. I again submitted my refund request, confirming the amount of XXXX, and again left in the dark with no confirmation. However they did give me a timeframe, up to 90 days to process. So again, I waited.
In XX/XX/XXXX, I called Mohela to check on my refund status. I was told it was being processed and I should expect the refund XXXX XXXX.
End of XX/XX/XXXX, no refund yet. I called Mohela, and they said its on hold because the calculations take longer when the payments were made to another student loan service provider. Again, I was told, could be up to 90 days to process. So, waiting again.
XX/XX/XXXX I received a check from Treasury for {$200.00}, the smallest fraction of the amount I expected to receive. I Called Mohela and they confirmed they refunded only what they have record of since my loans were transferred In XX/XX/XXXX. I found this strange since I havent made a student loan payment since XXXX. I was also told thats really all they could do for me because they dont have any data prior to my transfer.
I then called XXXX to explain my situation and timeframes. They said I needed to call StudentAid.gov and gave me a phone number. Studentaid.gov insisted they couldnt help me, but a supervisor suggested I call XXXX XXXX XXXX. When I called I ended up at the Pennsylvania State offices ( I am in Nebraska ). Dead End.
I called XXXX, again, who ultimately said they cant help me because they are not my service loan provider any longer and that I have to contact Mohela for my request for refund.
I am now stuck in this never ending loophole where the one provider is pointing to the other and neither are any help.
I am at a loss and where to go and who to contact for my refund!
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| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Throughout the Covid-19 pandemic forbearance period XXXX XXXX XXXX XXXX XXXX XXXX, I continued paying my student loans thinking that continuity was required to ensure I received public service loan forgiveness. I am currently a teacher in XXXX XXXX XXXX XXXX, and am nearing 10 years of public service. In XXXX XXXX I learned that I was eligible for a refund of payments made during the above mentioned period of time, and that those months would still be credited towards the 120 loan payments required for Public Service Loan Forgiveness. This was verified by the Department of Education on the Federal Student Aid website.
Per the Department of Education 's instructions, I contacted my loan services XXXX to initiate the request to get the money I paid throughout the forbearance period refunded. I spoke to XXXX ( employee ID # XXXX ) of XXXX XXXX XXXX XXXX and she explained that I would receive my refund check in 7-8 weeks. This representative specifically said I needed no further action until the beginning of XXXX, at which time I could call again if I had not received my refund. On this call, I also inquired about receiving documentation of this refund request and was told there was nothing I could receive but that I could reference the call date, time, representative name, and number.
I contacted XXXX on XX/XX/XXXX because I had not yet received my refund check. I spoke with XXXX ( employee ID XXXX XXXXXXXX ). This representative confirmed that there was a note on my account that the refund request was made on XXXX However she noted the XXXX never began processing that request because my loans were transferred to Mohela- a different servicer- on XXXX My request was not sent to Mohela at the time of transfer. The representative told me I would have to follow-up with Mohela regarding XXXX new request.
I called Mohela on XXXX and spoke with XXXX ( employee ID XXXX XXXX ) who alerted me that they had no record of this request being passed from XXXX to Mohela and that I am no longer able to request a refund as of XX/XX/XXXX per Department of Education policies. I had not been alerted that my loans had been transferred to Mohela until XX/XX/XXXX. I was not notified by XXXX that they were no longer processing my refund request, and I was specifically told by them not to take action until XXXX. Therefore, I had no way of knowing that my initial XX/XX/XXXX request was void until the request deadline had passed.
The representative with Mohela sent a special request to their accounting team with the above information. However, she said that it was unlikely I'd be approved for this refund despite the unique and unfortunate circumstances. I was told this request would take up to XXXX business days to process.
I have been a public servant and a teacher for 10 years. I have made payments diligently throughout my public service. I took all the steps to request a refund, while awaiting the outcome of my XXXX application. The loan forgiveness will be a tremendous weight off of my plate, and the refund can make a significant difference in my family 's life now. The desired outcome is that I receive a refund for the money that is owed to me for payments during the forbearance period.
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| 01/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
Servicemember |
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XXXX Loan Request ID # XXXX dated XXXX event in time XXXX XXXX given from the company its self that was MOHEILA, That was approved directly after joining the school college university of XXXX XXXX,. I contacted the lender several times over and over and all i got was customer service reps that agreed that i shouldnt have to pay for the loan since i only recived partly payment and it was due to the countless issues with the id theift that occured while attending college, which ironically i found out that a previous student and employee their named XXXX XXXX who ironically was appart of the student services payroll during my admission at the college back in XXXX of XXXX and then again pops up for acquiring a degree for fininancial bussiness degree. In which i even contacted the dean during XXXX of XXXX when starting my second set of third set of classes only problem was that i could not even my power bill but i kept pushing and XXXX that was back in XXXX. XXXX and i found out due to several in accurate responses left on my credit breaura score that i was suffering underneath several breeches starting with XXXX breech in XXXX that i was never informed or confirmed with the individual banking agency and loan companies located in states that ive never ve been informed their were applications that were postivie in using my information along ids and i even was instructed though the college its self in order to enroll properly that i would need id verification and drivers lic and ssn number with affadavits filled out by local banking members at the same local branches that i was frauded at when received the transfer or depoist of money for school and then watching all my familys patience and hard work evaperate down the drain. they told me oh go to XXXX and XXXX wow like really and also to try fatca act facra act one or the other and then XXXX dodds act to be filed attempted all those no such luck with getting lawyer assit. even though the dept of justice which was a total bomb in the first XXXX place. also attempted to contacting XXXX and dot for assiting with the ongoing fraud cases. cfpb has been told the bank of XXXX XXXX about the confirmed id theift that was followed through with 2 forms of id theift within the state of nc and sc and tn state as well and XXXX, XXXX XXXX as well, and tx, mn, ks, lastly az state and ca.The XXXX XXXX XXXX banking account that were compremised completley. with also impersonation dddthat happens though job verification while the irs is still understanding and computing all their data and such im stuck not able to receiving any loans or transcripts needing to contuine my education, current XXXX physically and well to be frank soon i fear that i will have exhausted all funding i am able to get without reciveing one dime and yet the stress mounting up the caliber of great heartache, i fear i will be tramatized for life for the trouble that these imposters have caused i mean its one thing when the ftc cant handle their own feild but now the federal laws are begin broken, dont get me started on the civil rights, how am i even consider a us citizin of the united states if i cant vote, read write or act as a us woman in this day and age of today.
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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XX/XX/XXXX, I received an email from MOHELA on preparing for student loan payments to start in XXXX. The email specifically stated the following : " MOHELA will send your first bill, with your payment amount and due date, at least 21 days before your due date. '' On XX/XX/XXXX I logged into my MOHELA account, updated my address and other personal information and seen that my payments would start back on XX/XX/XXXX, and enrolled in auto debit for payment. Well within the 21 day notice they sent.
XX/XX/XXXX I received a notice from MOHELA stating my auto debit was approved for auto payment and I didn't think anything of it since I had set-up the auto debit it was fine.
However, my payment came out of my bank account on XX/XX/XXXX not XX/XX/XXXX as posted online.
XX/XX/XXXX when I noticed the loan amount was debited I began trying to contact MOHELA, with waiting times of up to XXXX, I still waited. I explained that I was expected to be debited, I did actively enroll but the terms of my due date had changed somewhere between XX/XX/XXXX and XX/XX/XXXX because I was debited much earlier than expected.
The representative was very nice, apologized and said " we just need to request a new due date for you ''. I requested the XXXX of each month, she said that would be fine. I asked if I would need to pay again on XX/XX/XXXX to align to the new due date request or if my next payment would be due XX/XX/XXXX. She said it would be due XX/XX/XXXX.
On XX/XX/XXXX I received another auto debit withdrawal confirmation, and checked on my account that it was coming out on XX/XX/XXXX so I stopped the auto debit because I can not pay on the XXXX, I can pay on the XXXX.
XX/XX/XXXX - Finally, received the Student Loan Billing Statement was promised in writing ( 21 days before due date ) in the XX/XX/XXXX email.
XX/XX/XXXX - Multiple days I have reached out about this and finally got a call back today.
Representative told me that she could request it but it takes a couple of months for the change to go through and the rep before her should have told me about it. Also said that my account would continue to be in the debt collection state until the system completes the due date request change since I turned my auto debit off for the XX/XX/XXXX payment and told her I will pay it on XX/XX/XXXX.
I have been proactive about this, planned for it, set up for auto pay online. Checked multiple times for a billing statement, based on MOHELA XXXX, never received as promised but finally received on XX/XX/XXXX, ( 11 days AFTER first payment posted ) so essentially debited before I even received a bill, and now my account is in collection status because I didn't pay my XX/XX/XXXX payment? 1 Month after requesting a new due date? Which apparently also disappeared out of their system, along with my new address and everything else.
Most ridiculous issue I have ever had with a loan servicer. I will pay on the XXXX of each month and I better not receive one single phone call or email about being past due when this could have easily been avoided if the billing statement came before the first payment. My loans have been passed around at least XXXX or 6 times and this is the absolute worst.
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| 07/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I have had incomplete loan information on my payment tracker since the transfer from XXXX to Mohela. I consolidated my loans in XX/XX/XXXX and had a momentary reset of payments to XXXX which was expected. Then when my payments counts and trackers were updated they still had 23 payments missing which was similar to the missing payment counts before the consolidation. They are periods in which I was working for an eligible employer. They are not listed as eligible or ineligble. They are simply missing. I have had many different explanations given to me to include " we are not required to update that information '' in my last call. I have filed 2 complaints now through Federal Student Aid Ombudsman office. It took them nearly 9 months to respond to the first complaint. I had attached XXXX sheet tracking of all payments and a note from XXXX XXXX via email where they had agreed to waive an in school deferment but failed to do so. None of this information was reviewed and I was sent a form letter response that did not address the 23 missing payments at all nor has my payment tracker been updated to show their status on the Mohela side. Additionally, XXXX closed the complaint with no option to reply or appeal. Subsequently, I had to start a new complaint that will likely take another 9 months to resolve so I can be sent another form letter that does not address the issue at all.
I am detailing the 23 missing payments below for an immediate response. I will go through my congressional channels if this is not resolved swiftly.
XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application **Request was made to make these excessive admin forbearance periods, specifically for the processing of teacher loan forgiveness eligible for Public Service Loan Forgiveness ( PSLF ) counts. I believe that 6 months to process this application, placing my account on forbearance without my permission was excessive and unnecessary. ** XX/XX/XXXX to XX/XX/XXXX **I believe this was an in school deferment that I requested be waived via XXXX XXXX XXXX I have sent to both Mohela and XXXX documentation were this request was both acknowledge and accepted by XXXX, but they did not follow through on taking the deferment off. ** XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance **It should be noted that XX/XX/XXXX was counted as a payment toward PSLF on my tracker before this unrequested admin forbearance showed up for XX/XX/XXXX and subsequently I was already in repayment status. **
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| 06/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My complaint is regarding both MOHELA and the Department of Education. I was eligible for loan forgiveness through XXXX on XX/XX/XXXX. I submitted my final application to MOHELA and was told this could take XXXX business days. Fortunately, it was processed by MOHELA on XX/XX/XXXX. I spoke to MOHELA via chat several times throughout this process. They made it sound like once they processed that application, and my account showed that XXXX payments were made, I would be forgiven. But my loans havent been forgiven, and now when I call Im told that my application is with the Department of Education and I just have to wait for them to review and approve my application, which could take an additional XXXX business days. I was never told about this additional wait time by MOHELA prior to XXXX. NOW its on their website, but this is a new addition. When I call MOHELA they say theres nothing they can do and to call student aid.gov. I filed a formal complaint with student aid.gov on XX/XX/XXXX because of this egregious wait time, and also just to receive some sort of confirmation that they have actually received my application from MOHELA, and that its in a queue somewhere for review. I received an email stating I would receive a response within XXXX days after filing the complaint. Today is XX/XX/XXXX, and I have not received a response. So today I called the ombudsman line for XXXX The representative kept referring back to MOHELA. I explained that MOHELA said they couldnt help me and says to call them. Then she told me they dont even have a timeline for reviewing the applications ( despite MOHELA website saying XXXX business days ), and that some people have waited XXXX years for them to approve their application. She told me that she could not even verify whether or not they had received my application from MOHELA, she could not tell me if there was any sort of process for reviewing them, and she certainly could not find out where my application was in the review process. No business should be able to operate this way, or government agency. When I graduated from school I intentionally sought out employment in public service in order to participate in this program. I was told that if I worked in public service and made XXXX qualifying payments ( 10 years ) that my loans would be forgiven. I read the rules. My case is a straightforward XXXX years of payments. My eligibility is not based on any of the special waivers in place. I feel that I was intentionally misled about this process, especially by the Department of Education. Its been almost 6 months since Ive been eligible for forgiveness. I have XXXX children under XXXX and have been offered a job outside of public service that would be life changing for my family. But XXXX unable to accept it because under the XXXX rules, you have to remain employed at your qualifying employer at the time of forgiveness. So essentially, my life, and my familys are being held XXXX by a process they arent even able to explain to me. They arent even able to tell me what the review process looks like or give me a timeline. We are just supposed to remain on hold indefinitely while MOHELA and Department of Ed point the finger at each other.
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| 08/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My student loan servicer is Mohela. My loans were transferred to them in XXXX, sometime in late XXXX XXXX. On XX/XX/XXXX and XX/XX/XXXXXXXX I submitted my PSLF applications and employment certification forms, before the Federal deadline. These forms showed my certified employment history at nonprofit organizations and government agencies and should count as qualifying and eligible payments towards my Public Student Loan Forgiveness Plan. Weeks went by without hearing anything so on XX/XX/XXXX I sent them a message asking the status of these applications since Mohela 's website didn't seem to be counting my employment towards my PSLF forgiveness. I am quoting the message and response below : " Hello, I am wondering what the status is of my PSLF application, specifically regarding my previous employment documents at nonprofits. I submitted these last year and they should be counted towards my PSLF amount. '' MOHELA 's Response : " Thank you for contacting MOHELA, We apologize for any inconvenience this may have caused. Our records indicate that a request has been submitted on XX/XX/XXXXXXXX to reprocess your Public Service Loan Forgiveness ( PSLF ) application for XXXX XXXX XXXX XXXX XXXX with employment periods between XXXX to update your qualifying payments due to a processing error. Please allow up to 5 business days for processing. '' Of course, this does not answer my question, which referred to my NONPROFIT employment certification, not my employment with the City of XXXX XXXX, which is obviously not a nonprofit. Since then, they have not revisited or amended the number of qualifying and/or eligible payments that are counting towards my PSLF. This mismanagement is adding YEARS of payment to my account, which is factually inaccurate and immoral.
Today I called Mohela and spoke to a representative. After one and a half hours of going in circles, the representative finally understood that they, Mohela, were in the wrong and were not counting my employment for many years, which would drastically reduce my debt payment and bring me closer to forgiveness. mind you, this is after 1.5 hours of saying the same thing over and over again, only to have the representative either not get or willfully misunderstand my request, which was for Mohela to certify my employment, the forms of which I sent last year. At this point she also notified me that Mohela did not send some documentation via their messaging platform that I was supposed to receive months beforehand, including a welcome letter.
After the representative started writing a formal letter to escalate to her superior, she suddenly transferred me to someone else. At that point I had been requesting to speak to a manager but she transferred me abruptly and without saying who I was being transferred to. I also do not know if she actually submitted my request. I only know that she was drafting it. I was transferred to someone named XXXX, who was in the scholarships department ( this is not applicable to my issue, as I'm concerned about PSLF and my employment certification ) only to receive her voicemail. I left a message and was forced to hang up without any resolution or commitment to resolving my issue.
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| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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In Fall XXXX, I had XXXX payments counting towards my PSLF. I submitted an Employment Certification to MOHELA on XX/XX/XXXX as I was approaching XXXX payments. When following up on that employment certification, I was advised of conflicting information by MOHELA- first that the certification would be processed within 30 days, then 45 days, then 45 business days. Dealing with the scenario, led to the current situation. My dealing with MOHELA relating to this situation have led me to question whether they are meeting their fiduciary obligations to borrowers.
I signed into my MOHELA account on Monday XX/XX/XXXX, and there was no information aside from a message that my loans were in good standing. The balances were XXXX out, and there was no PSLF payment tracker. Any other information related to the loan was not available. When i called MOHELA to inquire, I was told that my loans had be deconverted. I was not given any specific reasoning for this, but was told that this happens when : loans go into default ( mine were not in default ), when there was a request to consolidate ( had not requested consolidation for many, many years ), and when the servicer changes ( had not requested a change in servicer, and I am enrolled in PSLF so MOHELA is the default servicer ). Since none of these scenarios applied to me, I continued to question why my loans had been deconverted. After a substantial amount of time speaking with customer service, and being transferred multiple times, i was told my loans were deconverted due to a need to change the interest rate- my loans have a fixed interest rate. Eventually, I was told my loans will come back online in 3-5 days. There was no explanation as to why this event occurred, and it was clear from speaking with MOHELA 's customer service, that they have no idea why this occurred either. Or, worse, if they do know why this occurred, they would not tell me. I repeatedly asked for documentation related to the conversion and who directed it and why. I was told that I am not permitted access to that information.
As I continue to track my account, as of today XX/XX/XXXX, my PSLF tracker has gone DOWN from XXXX payments, to XXXX payments, and there are NO payments showing from XXXX XXXX. I have PAID my loans every month of every year, since enrolling in PSLF. I have not been in any forbearance, and have paid- even when not required.
Whatever MOHELA did related to this deconversion has completely altered and messed up my standing in the PSLF program and with my account as general. There is no transparency and dealing with their customer service is truly a nightmare.
On XX/XX/XXXX I spent over 3 hours on the phone with MOHELA, the MAJORITY of this time was spent on hold.
The following documentation is included : - the e-sign application for my XX/XX/XXXX employment certification.
- screenshots of time spent with MOHELA on the phone on XX/XX/XXXX ( 2 screenshots ) -prior communication from XXXX counting my PSLF payments- as you can see from the documentation, I had payments above and beyond XXXX which is what MOHELA currently lists . -Employment tracker- showing that i have continuously been employed in public service.
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| 12/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have made several attempts via telephone, email and via online form upload to request a refund of the payments I made to my student loan during the COVID payment pause from XX/XX/XXXXXXXX to XXXX XXXX, XXXX. I requested this refund before the deadline on XXXX/XXXX/XXXX. I have uploaded screenshots and resent my email requests four times now. I have called MOHELA ( my servicer as of XX/XX/XXXXXXXX ) and was told that and XXXX ( my servicer at the time I was making payments during the covid payment pause and before consolidating with MOHELA ).
Mohela told me that I had to contact XXXX for the refund since they received the payments during that time.
XXXX reports that due to the guidelines set by the Department of Education, since MOHELA is the current servicer, that MOHELA is responsible for the refund of the payments.
Every time I contact XXXX, I am given different information. On XX/XX/XXXXXXXX I called to follow up on my email request for the refund. I was told that they did not receive my email. I told the representative that I have a copy of the email in my sent folder and the representative instructed me to forward it to their contact email address again.
On XXXX XXXX, XXXX, I called XXXX to follow up on my request for a refund. I was told by a representative that my refund was sent to a completely different company named XXXX on XXXX/XXXX/XXXX. I have never held an account with XXXX. I contact XXXX and they confirmed that there has never been a loan given or refunded to me in their system. The Federal Student Aid website has no record of any student loan provided by XXXX.
On the same date, I uploaded a copy of my email request for a refund to my Mohela account to again request a refund as well. I have yet to receive a response.
On XX/XX/XXXXXXXX I filed a complaint on the Federal Student Aid website regarding this issue, complaint XXXX XXXXXXXX and uploaded my original email submitted before the deadline, requesting a refund. I have yet to receive a response.
On XXXX XXXX, XXXX, I contacted XXXX again and they restated that a refund check was sent to XXXX. I explained that I contact XXXX and they do not have any account under my name ever. I spoke with a representative named XXXX who stated that the supposed refund sent to XXXX was for {$880.00}. I am due a refund of the payments that I made of over {$15000.00}. XXXX agreed that it was an error and reported that he could see my payment history and that I should be refunded much more than that. XXXX stated that he would conduct an investigation and contact me.
On XX/XX/XXXXXXXX XXXX called me and stated that according their guidelines from the Department of Education, Mohela must pay. I requested written or online verification of his statement and he told me that it was probably internal and could not share it with me.
On XXXX XXXX, XXXX, I uploaded a copy of my email request for a refund to my Mohela account to again request a refund. I still have yet to receive a response Please, I am getting the run around and would like my money back, this was a significant amount of money that I paid in good faith to the US government.
Thank you for your help, Sincerely, XXXX
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| 05/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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To Whom it May Concern : I am writing this letter regarding my experience with Mohela and the handling of my refund request for payments made towards my federal student loans since XX/XX/XXXX.
I had previously made payments to fed loan servicing before my loans were transferred to Mohela. This transfer has proven to be less than smooth.
All the way back on XX/XX/XXXX, I made a call to Mohela and requested a refund of ALL payments made towards my federal student loans since XX/XX/XXXX. The representative I spoke with at this time ONLY submitted a request for payments made to Mohela AFTER my loans from fed loan servicing were transferred, a sum totaling approximately {$4000.00} Of note, I received a refund for payments made to MOHELA, not fed loan servicing on XX/XX/XXXX. It was a total of 4 checks that were direct deposited on XX/XX/XXXX totaling roughly {$4000.00}. After these payments were received, I was under the assumption that a much larger refund was on its way to me.
After calling multiple times and being told to " be patient '' I called Mohela back again to determine where the rest of my refund was. Only this time to be told the first person I spoke with in XX/XX/XXXX didn't officially submit my request to my previous loan servicer, fed loan servicing.
After much discussion, on XX/XX/XXXX, the " official '' request was sent. Where this request was sent or who received it is not known to me. I didn't receive an email, text, letter, or anything stating the request has indeed been confirmed as submitted.
Once again, multiple calls made during the month of XXXX and XXXX. Quite a bit of finger pointing from Mohela stating there is nothing more that they can do for me. Be patient.
After another call to Mohela on XX/XX/XXXX, I found out that another request had been made on XX/XX/XXXX, for a refund of all my payments made since XX/XX/XXXX. This resulted in a balance increase of {$30000.00} on my Mohela account. This number was given to me by a representative at Mohela.
I completely understand that my balance was set to increase on my Mohela account. However as of the date of this letter, XX/XX/XXXX, I have not seen that {$30000.00} amount refunded to me. No checks, no direct deposit. Nothing.
I have spent many hours in total on the phone Mohela, The Department of Education or The Department of the Treasury. I have sent messages to Mohela as well. I have been told by Mohela that it is the department of the educations responsibility to send me the refund. I have been told by the department of education that it is Mohelas responsibility. I have been told by the treasury that they only show the refunds that were sent to me in XX/XX/XXXX. There is no coordination between the entities that I can see, and this has gotten out of control. At this point in the process, I am unsure how to proceed in getting this substantial amount of money sent back to me. Below are screen shots of the messages that I sent to Mohela, and their response back to me.
So now, 181 calendar days after the initial call to Mohela I still do not have my full refund. Any help in getting this matter settled would be greatly appreciated. Thank you for your time.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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Good Morning, I am currently in the process of applying for Public Student Loan Forgiveness ( PSLF ). Upon review of my loan repayment history, I identified a period from XX/XX/XXXXXXXX XXXX XXXX to XX/XX/XXXXXXXX XXXX XXXX during which my loans were incorrectly placed into an educational deferment status. During that time, I was in a medical residency program thus I met criteria for the loans to be placed into mandatory forbearance status and I did not qualify for an educational deferment. I was not offered IDR at that time. I was only offered deferment or standard repayment.
My current loan servicer is Mohela. Per Mohelas recommendations, I submitted recommended paperwork on XX/XX/XXXX. After speaking to Mohelas customer service representatives and managers numerous times since submission of my initial paperwork on XX/XX/XXXX, I submitted a follow up cover letter and resubmitted suggested paper work on XX/XX/XXXX. On XX/XX/XXXX, I received written correspondence from Mohela stating that the forbearance was applied from XX/XX/XXXX to XX/XX/XXXX. I called Mohela and was told the deferment to forbearance change was actually applied XX/XX/XXXX to XX/XX/XXXX and the next step was to wait 2-5 business days for my PSLF counts to be updated under the IDR waiver.
From XX/XX/XXXX to XX/XX/XXXX, I continued to call Mohela weekly to check on the status of the counts of forbearance. On XX/XX/XXXX, I spoke to another Mohela customer service advocate who said that Mohela is unable to update my counts. They explained that prior customer service advocates should have flagged my account to be sent to the Department of Education for application of the IDR waiver once the updated forbearance status from XX/XX/XXXX to XX/XX/XXXX was applied.
My grievance is that my account has been mishandled multiple times. I have been ill advised too many times by student loan companies including Mohela. I was given vastly different instructions ranging from just sit and wait to complete a separate form ; just to be told to not sign or do anything because Mohela has adequate documentation on their end to make the adjustment. Then to be told that nothing can be done and the incorrect application of educational deferment to my account in the past can not be corrected without doing irreparable damage to my credit. I literally received a different response every time I called. I am worried that Mohela, again, has not followed the appropriate steps in order to have my account reviewed by the Department of Education with the new 36 months of consecutive forbearance. Of note, I was working for a non-profit organization at the time and Mohela has by employment certification for that time period. Such a review would result in this 36-month period qualifying for PSLF under the newly updated guidance from the Department of Education and subsequent forgiveness. I fear I am again undergoing loan steering and my account was purposefully stalled so it goes into repayment.
To that end, I have included with this letter the correspondence from Mohela stating XX/XX/XXXXXXXX XXXX XXXX XXXX are now correctly classified as being in forbearance.
Thank you for your time.
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| 09/20/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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15 USC 1681 Section 802 of the Fair Credit Reporting Act states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality and a respect for the consumer 's right to privacy ''. XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I, the consumer, have the right to make sure my privacy information isn't shared which is backed by 15 USC 6801, stating, " It is the policy of the Congress that each financial institute has an affirmative and continuing obligation to respect the privacy of its consumers and to protect the security and confidentiality of those consumers ' nonpublic personal information ''. Mohela/Dept of Ed is a financial institutions by definition under that title. Also, 15 USC 1681 Section 401 Section A ( 2 ) states, " In general subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with written instructions of the consumer to whom it relates ''. The financial institution Mohela/Dept of Ed and the consumer reporting agencies XXXX, XXXX, and XXXX do NOT have my consent to furnish ANY information in regards to ANY items they are furnishing on my report and they surely do NOT have my written consent either. Any and all consent to XXXX, XXXX, XXXX, and Mohela/Dept of Ed- whether it be verbal, non-verbal, written, implied or otherwise- is REVOKED. 15 USC 6802 ( b ) ( c ) states, " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option ''. I was never informed of my rights to exercise my nondisclosure options by Mohela/Dept of Ed . Furthermore, 20 USC 1232g ( b ) - The Family Educational Rights and Privacy Act of 1974 additional supports that Mohela/Dept of Ed id violating my rights under this act by sharing my education records without my consent. Not only that- 15 USC 1681c ( a ) ( 5 ) states " Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information- any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years ''. The Mohela/Dept of Ed accounts reporting are all adverse action accounts reporting without my permission- which is clearly against the law. 15 USC 1681s-2 ( A ) ( 1 ) states, " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate ''. 15 USC 1681e states " Every consumer reporting agency shall maintain reasonable procedures designed to avoid violation of section 1681c of this title and to limit the furnishing consumer report to the purposes listed under section 1681b of this title ''. And lastly, 12 CFR 1016.7 states that " a consumer may exercise the right to opt out at ANY time ''. This is your notice that I am opting out of ALL of your reporting services.
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| 11/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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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.
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| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello, In XXXX of XXXX, I submitted my final employer verification form to XXXX.
In XXXX, I received a letter saying my form had been reviewed and there was no change. I called and was told that was sent in error.
In XXXX I called to follow up and was told I had a canceled review in XXXX but my information was still under review. I spoke with XXXX.
In XXXX I called to follow up and I was told they aren't sure why it's taking so long ( spoke with XXXX ). On XX/XX/XXXX, I received notification I had reached the XXXX qualifying loans. I called XXXX to confirm and was told this is accurate and I should expecct forgiveness in a few weeks.
On XX/XX/XXXX, I received a letter stating I was transferring to Mohela. I was told by XXXX that I would not transfer and that my information was sent to Federal Student Aid on XX/XX/XXXX. I also submitted a feedback form to FSA on this date. Received response that i would hear back in 15 days.
On XXXX my XXXX account disappeared and my loans were transferred to Mohela. I spoke with XXXX at Mohela who told me to resend the form " just in case. '' On XXXX I also spoke with XXXX at FSA who told me that they received my information from XXXX on XX/XX/XXXX ( not XX/XX/XXXX as XXXX told me ).
Around XX/XX/XXXX I called Mohela and spoke with XXXX who couldn't see my loan information and said he doesn't know why I was transferred and it could take up to 30 days.
I called FSA again spoke with XXXX who told me my feedback form was " escalated. '' I requested a call back.
XX/XX/XXXX I received a letter from Mohela saying there was a delay. XXXX said there is in fact a day. XXXX ( supervisor ) said it would not be 10 days but rather 30.
XXXX submitted another feedback form to FSA.
On XXXX I received a letter saying I have 120 payments and a second letter saying I don't qualify. I spoke with XXXX who said she herself submitted it to be processed by FSA and to call back once a week.
XXXX called XXXX spoke with XXXX XXXX Stated it was elevated. first case has a case worker.
XXXX Spoke with XXXX XXXX supervisor ) at Mohela XXXX She says they are still reviewing for payments or refunds owed.
XXXX received call from XXXX who said that they have all the information and my loans are in the " direct to discharge '' queue. This could take several weeks.
XXXX received letters saying I have 124 payments but still don't qualify. Called Mohela. XXXX said Mohela sent to FSA on XX/XX/XXXX and XX/XX/XXXX.
XXXX attempted to call. Spent 2 hours on hold only to have the call disconnected. tried calling back and recording said they were too busy to take call. sent message to mohela XXXX Called mohela. was on hold for two hours. spoke to someone who said they know nothing. could take 90 more days. Asked for supervisor, was put on hold for 45 minutes and had to disconnect due to emergency call. Sent another message to mohela.
As of XX/XX/XXXX, I have heard nothing from FSA regarding my feedback cases. I have not had loans discharged. I have not had any response to messages from mohela. XXXX made errors and not mohela is making them. I am very concerned about how this is being handled.
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| 12/05/2018 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have a large amount of student loan debt, $ XXXX+. I have always been on an income driven repayment plan ( IDR ), specifically the income based repayment plan ( IBR ). I recently inquired of my loan servicer Mohela about lowering my interest rate or what other options I had available to me, and this was on or about XX/XX/2018. The representative told me about REPAYE, a revised pay as you earn plan that provides interest incentives. The deal was the following, changing plans would require any outstanding interest I had to capitalize, and the interest that my monthly payment did not cover ( because these plans assist people whose monthly payments do not cover the full interest that accrues per month ) would be paid by the government at 100 % for the first 3 consecutive years for my subsidized loans, and at 50 % for my unsubsidized loans. While I wasn't thrilled about capitalizing the outstanding interest, which was rather substantial at $ XXXX, the interest incentives were great, especially the deal on the subsidized loans. I applied for REPAYE a few days later. I was approved around XX/XX/2018. I made another call to Mohela shortly after that to inquire how much of the interest will be paid by the government. The representative provided me a detailed explanation, including the 100 % covered subsidized loan interest. Following my first payment made on REPAYE ( XX/XX/2018 ), I called Mohela on XX/XX/2018 to check when I would see the government payment/credit for the interest paid. I was unable to get any answers, so I sent a secured message on my Mohela account to ask the same question. It was only then that I was told that the 3 year 100 % government paid interest incentive on subsidized loans is a ONE TIME deal covered under any IDR plan. And because I was on IBR for more than 3 years, I already used up that 3 year incentive. What?? No one explained this. More importantly, the REPAYE application specifically says the 3 year incentive of 100 % government paid interest applies to the first 3 consecutive years on the plan. NO where on the application does it say that this incentive is a one time deal. I have been misled and as a result, I am now accruing interest at a higher amount due to my principal balance increasing ( as a result of capitalizing the unpaid interest ). Mohela refuses to do anything. On XX/XX/2018, I called Mohela regarding their mistake.I was told the Department of Education is the only place to help me. I have submitted a complaint to the Office of Inspector General. Mohela acknowledges their representative gave me incorrect information on XX/XX/2018. Mohela misunderstood my concern and stated that I was told and acknowledged that my unpaid interest would capitalize. I never misunderstood this. I always understood that the interest would capitalize once I changed payment plans. I was told a lie when their representative said I would get the 3 year interest incentive. Mohela 's solution? To give their employees better training. This is unacceptable. I changed payment plans to help with overwhelming interest amounts. Now I'm paying more in interest because of their mistake.
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| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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In XXXX, I submitted my application for the XXXX program, expecting to have my student loans forgiven after having paid towards them for at least 16 years at that point. It was at that time I was told I wasn't in the " right '' program and would have to start over, making another 10 years of payments or a minimum of 26 years of payments. This is in direct conflict with what my servicers had told me in XXXX when the XXXX program began.
In XXXX of XXXX, I learned that the XXXX waiver program had been established. On XX/XX/XXXX I re-submitted my application for the XXXX program. I was told that someone would contact me to help me through the process but I only received notifications stating that I was not eligible for the program ( even though my colleagues at the same agency had their loans forgiven under the XXXX program ). No one contacted me to go through my application.
In XXXX of XXXX, having heard nothing from anyone regarding the status of my XXXX application, and while continuing to make my monthly student loan payments, I reached out to my Senator 's office who claimed it would help me resolve the issue. They did not. They advised that the Department of Education had no records on me. When they finally found my records some months later, I was told they would then investigate.
In the meantime, I was advised by someone else who worked with me that they had to " re '' consolidate their student loans to a new company but once they did, the loans were forgiven under the XXXX program. So I " re '' consolidated my loans and went to the required servicer MOHELA in XX/XX/XXXX. The letter I received from MOHELA stated it could up to 90 days to process a PSLF application. Sometime in XXXX of XXXX, I finally received an email from my Senator 's office stating that the Department of Education claimed I still had my student loans with my old servicer and therefore was not eligible for forgiveness. Except I had consolidated to MOHELA months before the Department of Education letter was written. I told my Senator 's office that but nothing happened.
On XX/XX/XXXX, I contacted the Department of Education Ombudsman XXXX XXXX. She copied XXXX XXXX. They said they were going to help me get the matter resolved. I have been working for the State of New Jersey since XXXX of XXXX, and have paid on my student loans thousands every month since then -- more than 2 times the actual amount I've borrowed.
On XX/XX/XXXX, I received a letter from MOHELA telling me I've only made XXXX payments towards my student loans ( the correct amount is well over 200 -- much more than the 120 required for the XXXX forgiveness ). The letter is dated XX/XX/XXXX, 6 days before I reached out to the Department of Education Ombudsman 's office.
Why am I not being granted the XXXX relief I'm supposed to be entitled to that my colleagues have gotten?
One of the most egregious parts of this entire situation is that, when I " re '' consolidated in XXXX XXXX XXXX, all those years of payments on my student loans were wiped off my credit report. My credit score dropped almost 40 points as a result!!!!!!!!!!!!!!!!!!!!!!!!!!
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| 08/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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This complaint is about the misinformation given by and the extent to which Mohela has bungled my application for PSLF for the past 1-1.5 years. I submitted the complete application and had already ( as per their insistence ) consolidated and signed up for a IDR plan in XX/XX/XXXX. Because of the pandemic my employer ( federal agency ) could not sign the employment certification so as per Mohela 's instruction I submitted to them my W2s for the relevant period in XX/XX/XXXX.
Thereafter, under the " Documents Received '' tab documents I sent showed the following dates : my PSLF application ( XX/XX/XXXX ), XXXX XXXX ( XX/XX/XXXX ),. Also, " PSLF '' showed " Forwarded to XXXX XXXX '' dated XX/XX/XXXX. I called periodically for a status update and was eventually asked if I had access to the " Form Status '' tab, which I did not, and was told that it should have been there, someone on their end did not do what they were supposed to, and a request for me to have access to that tab would be " expedited ''. When I did get access to the Form Status Tab it said that my application had been received and was in process XX/XX/XXXX, to allow 90 business days to process and a notice would be sent upon completion. In XX/XX/XXXX it said my application had been processed and a notice had been sent and to allow 7-10 business days for the notice to be received.
I waited through the holidays and called Mohela in XX/XX/XXXX. A Mohela representative told me that Mohela was not processing applications due to the legal challenge so I had to wait until that concluded. This turned out to be untrue.
After the Supreme Court rendered its decision I called Mohela to inquire when I would receive the notice. I was told that Mohela did not stop processing PSLF applications during the legal challenge and that in order to proceed I would need to apply for a IDR with the representative over the phone. I objected because I had already submitted a IDR over a year prior online on the studentaid.gov website. His response was the rules had changed and in order to address my questions/situation I had to submit a IDR with him. After that was done, he said that nothing had been done with my application and I needed to go through the whole process a second time ( apologizing profusely ). He also said that my XXXX2s had not been submitted, which I disputed because the Documents Received tab said otherwise by over a year. As a result, it seems my application has been resubmitted for processing ( again ) with instructions to wait another 90 business days and I face the prospect of making payments on student loans that should have been forgiven a year ago. I expressed this to the representative and his response was that the payments I made would be refunded. In light of how Mohela has bungled my application I do not trust them to make refunds of any payments I make going forward. Also, Mohela assures that any benefits of the TEPSLF will iner to me because my application was submitted prior to XX/XX/XXXX but I do not believe them because now they are saying that my application was sent to XXXX for processing in XX/XX/XXXX.
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| 12/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I have spend over 40 hours on the phone with Mohela trying to take care of my student loans. I am eligible for PSLF and submitted paperwork to them on several occasions since they took over my account in XXXX. I was told to mail and fax my paperwork after receiving a letter from XXXX XXXX in XXXX. They deny that they ever received my information and I was forced to upload the same documents to my " portal '' on XX/XX/XXXX, and XXXX. Mohela informed me that all of my information would be completed and in their system by XX/XX/XXXX of XXXX. It took them almost until the end of XXXX to get my data into the system. I also asked to have my XXXX grants converted in XXXX so they could be consolidated and rolled into my current loans. They did not complete that until the beginning of XXXX which was past the XX/XX/XXXX deadline to do so and still have the loans fall under the program to do the consolidation. It wasn't until XXXX that the information was even received by the studentaid.gov website to allow me to consolidate those loans.
After many hours on the phone, I was advised to reach out to them via the message system on their website. I did so on XX/XX/XXXX with my concerns. They replied to that message on XX/XX/XXXX with a form letter and how I should call if I had concerns. I sent a message through their system again on XX/XX/XXXX for an update on the previous message, and a third time on XX/XX/XXXX to inquire once again as to the status of my PSLF forms. The XX/XX/XXXX message was replied to on XX/XX/XXXX stating that my loans are currently in a grace period and not eligible for PSLF and that a supervisor would contact me but never has and the phone number listed to call entails a hours-long wait to talk to anyone who can help. I have still to date never received a reply to my XX/XX/XXXX message. Their system states that you should hear back from someone between XXXX hours but all of their replies have been boxed answers taking well over 18 days which seems very excessive.
I have still no resolution to this. My loans should have been covered under the PSLF and is now holding me back from entering college as I am out of XXXX funds for student loans until this has been resolved. I have several prereqs I need to complete to get into a XXXX XXXX XXXX which will push my entry into that program anywhere from XXXX years due to application deadlines and the prereqs I have to take. This has become a true issue and is keeping me from pursuing further education.
This company seems to care very little about the people they are supposed to be servicing and are practicing a delay tactic that makes this frustrating, infuriating, and exhausting. They do not care whether they provide assistance and what little they do provide is marginal at best. When I do call I talk to someone who states that they have to transfer me to someone who can access the data, am then put on hold for hours, then only to be told I need to talk to a supervisor who never comes. I have waited up to XXXX hours in one day just to be told that no one can help me or that the person I need to talk to is unavailable.
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| 03/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Program : The Public Service Loan Forgiveness ( PSLF ) program provides an opportunity for people who work at government agencies or non-profits to secure student loan forgiveness. To qualify, you must make 120 " payments ''. In recent years, USDOE defined payments broadly. For example, simply working at a qualifying employer during the pandemic pause qualifies you for a month of payment.
USDOE contracts with MOHELA to service student loans.
My situation : My account with MOHELA is XXXX. At present, I have made 113 " payments ''. As noted above, I submitted an on the following dates : XXXX XXXX, XXXX Application - MOHELA should reconsider the application within a few days. USDOE / StudentAid.gov should provide an explanation on why they do not show me as having a full active loan for the year XXXX.
XXXX XXXX, XXXX Application - MOHELA should process this application in two weeks. They have said in the past that they can process a " reconsideration '' in this time frame Below is a list of my employers, months worked, and errors by either USDOE or MOHELA.
XX/XX/XXXX to XX/XX/XXXX - XXXX XXXX XXXX XXXX was determined to be qualifying except MOHELA states that USDOE has no record of my loan during XXXX XXXX.
XX/XX/XXXX to XX/XX/XXXX - Local Initiatives Support Corporation was determined to be qualifying except MOHELA states that USDOE has no record of my loan during XXXX, XXXX, XXXX, XXXX, XXXX, XXXX of XXXX.
XX/XX/XXXX to Present ( XX/XX/XXXX ) - State of New York ( Housing Trust Fund Corporation was determined to be qualifying except for an error where MOHELA missed the months of XXXX, XXXX and XXXX of XXXX as they admitted on the phone.
XX/XX/XXXX Application - Verbally told " qualifying '' and would " hit 120 count '', but would take about 90 business days to process. That timeline is unacceptable.
Correspondence : The application for debt relief is two pages. One page is personal details and the second page is a certification filled out by the employer 's HR. MOHELA has taken 90 days to review applications.
When I asked for any type of expedited review, I received conflicting responses. For example, MOHELA has stated to me that there is no way to expedite an application ( even if they make an error ). However, just recently, they told me that they can reconsider within 14 days. When it comes to errors in the application, I have had customer service representatives elect not to perform a re-review of my submission. Recently, a re-review was accepted. In all instances, MOHELA refuses to tell me details about my determination in writing. Today, MOHELA told me that some of the issues are the fault of StudentAid.gov and that they could not help me further. When I asked how to follow up with StudentAid.gov- for example, on correcting my loan count- they refused to provide an email, phone number or agency to contact.
This has been a frustrating process. While courteous, the MOHELA case management guidance has been inconsistent, contradictory and evasive. This is particularly odd given that my certification process and questions are pretty straightforward.
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| 08/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX, after receiving an email from the Department of Education about applying for the XXXXXXXX XXXX, I took a look at the application, clicking through to see what it entailed. Of course, I had to put in information to advance within the application. Unfortunately, I mistakenly submitted it, which resulted in my student loan payments going from {$230.00} to {$1000.00} per month. I work for an environmental nonprofit ( and am enrolled in the XXXXXXXX XXXX ), a job I got during the pandemic, which increased my salary that.
Had I not made this mistake, my payments would have remained at {$230.00} until XX/XX/XXXX when I would have been required to recertify my income ( when payments resume this XXXX, it would ha used my adjust gross income from the last time I certified, which was before I got this new job ).
I called Mohela immediately after I made this mistake on XX/XX/XXXX and spoke with XXXX ( ID XXXX XXXX ), who confirmed that I should not have switched to XXXX until XX/XX/XXXX because my payments would go up now and told me to call Federal Student Aid to have them cancel the application.
I then called Federal Student Aid on XX/XX/XXXX and spoke with XXXX ( ID number XXXX ), who said that XXXX can not cancel XXXX applications once theyve been submitted, only Mohela can.
So then I called Mohela for the second time on XX/XX/XXXX and spoke with XXXX ( ID XXXX XXXX ), who said my XXXX application would be automatically denied because my new monthly payment would be higher than my current payment and their system would think something is wrong or that I made a mistake. She said I would receive documentation in 5-7 business days stating the application had been denied and I would be put back on my previous XXXX plan with XXXX XXXX monthly payments. She said to call Mohela back if I hadnt heard anything by then and recommended reapplying for the XXXXXXXX XXXX when I recertify my income in XX/XX/XXXX.
After not receiving a letter or hearing anything after that, I called Mohela on XX/XX/XXXX per XXXX XXXXecommendation and spoke with XXXX ( ID number XXXX ). XXXX said that I had been given wrong information by XXXX and that once my XXXX application was submitted, they could not revert it. This is exactly the opposite of what XXXX said. XXXX also told me that she would have canceled it but it wasnt showing up in their system yet since I had just submitted it an hour or so prior.
XXXX was shocked that my payments had tripled because of a mistakenly-submitted application, but reiterated that there was nothing Mohela could do.
As you can imagine, going from paying less than {$250.00} to over {$1000.00} per month will have a significant impact on my financial and mental well-being. This equates to quite literally thousands of dollars that I will be paying unnecessarily at a time when I, along with many other borrowers, are already struggling financially. The XXXX plan was supposed to save us money, and my payments have now tripled. And that Mohela wouldnt ameliorate this and make an exception because it was merely a mistake is heartbreaking and cruel.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Dear CFPB, I am writing to file a formal complaint against MOHELA, my student loan servicer, for significant and concerning issues with my account that have had severe repercussions on my financial situation, particularly during a crucial time in my lifepurchasing a home.
On XX/XX/2023, I made a payment on my student loan account ( account ending in XXXX ) as part of the resumed student loan payments. Subsequently, due to a holiday oversight, I allowed a payment to slip by a few days. Upon realizing this, I promptly made the payment, only to discover several irregularities in my MOHELA account.
Late Fee and Pending Payments : a. A late fee was assessed, as expected, but the payment was still listed as pending, and the upcoming XXXX payment was added to the past-due balance.
b. Since the other payment was pending, I thought it would be a good idea to go ahead and make the XXXX payment early. However, when attempting to make the XXXX payment, I noticed that all account information was deleted. This is when I realized that the XXXX payment was showing as coming from an entirely different account, ending in XXXX, which was not the account the payment should have come from, nor was it the account the XX/XX/XXXX payment came from.
Unauthorized Modification of Account Information : a. Without any notification, my account information, including the linked bank account, was modified.
b. The account information changed without my authorization, violating the law requiring immediate notification of any unauthorized changes to my account.
Lack of Notification : a. MOHELA failed to provide any notification regarding the change in account information, a violation of legal requirements.
Inability to Reach MOHELA for Resolution : a. Despite numerous attempts, I have been unable to reach MOHELA representatives to resolve this issue over nearly three hours on XX/XX/2023.
Impact on Credit and Home Purchase : a. The erroneous delinquency status MOHELA has placed on my account poses a significant threat to my ability to complete the home purchase process. Mohela has failed to reach out to me to advise me of any issues on my account, and when speaking to them to resolve any issues on my account, they have provided unsatisfactory customer service, and seem to deliberately evade allowing me to speak to someone with the proper level of authority to identify what is happening with my account. This gross negligence could jeopardize my home buying process, by showing the account balance as higher than it should be when I sign my closing documentation.
I am seeking your assistance in holding MOHELA accountable for these actions, rectifying the unauthorized changes to my account information, and ensuring that I am protected against any retaliatory actions, such as reporting inaccurate information to credit bureaus.
I have attached relevant documentation, including proof of payments, bank statements, and any communications with MOHELA.
Thank you for your prompt attention to this matter. I look forward to a swift resolution to prevent further harm to my financial standing.
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| 04/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am writing you today for assistance with Mohela regarding my Public Service Loan Forgiveness ( PSLF ) application. I have worked for non-profit organizations my entire career. This includes working with homeless teens, at a residential treatment center for young women in crisis, to now, working in higher education. In order to meet promotion requirements, I have had to complete both a XXXX and XXXX degree, which required me to take out student loans.
In fall, XXXX, I consolidated my loans and applied for Public Service Loan Forgiveness ( PSLF ) with FedLoan. In XXXX, XXXX, my application was transferred to Mohela. I have XXXX eligible payments, but only XXXX have been confirmed and qualified. The other payments are from when I worked for XXXX XXXX XXXX ( EIN XXXX ) in XXXX, Colorado, from XXXX. XXXX was a 501 ( c ) ( 3 ) and completed IRS tax form 990 up until closing in XXXX ( see supporting documentation ).
Under Employment Eligibility for PSLF, it states that the employer must be, A not-for-profit, tax-exempt organization under Section 501 ( c ) ( 3 ) of the Internal Revenue Code ( includes most not-for-profit private schools, colleges, and universities ). XXXX XXXX XXXX ( EIN XXXX ) was a 501 ( c ) ( 3 ) providing residential, therapeutic, and school services to young women in crisis.
Mohela states that XXXX XXXX XXXX is undetermined as a qualifying employer with PSLF. This means that none of my payments made while employed at XXXX currently qualify for PSLF. This will not change until Federal Student Aid has changed XXXX status to a qualified employer. I have reached out to Mohela, asking what supporting documentation is required to change this determination, for over a year. They have not been able to provide me with a list of documents and can not explain why it is still under review, years after the Public Service Loan Forgiveness program begun. I have had to guess which documents will meet their requirements and wait for them to be processed to determine if they are sufficient.
I recently spoke with a PSLF Specialist at Mohela. They need to determine if XXXX is a qualifying employer, which she said will take an additional six to twelve months. If they determine XXXX is a qualified employer, it will take an additional 90 business days to qualify my payments. Best case scenario, I am looking at an additional year before being approved and my loans forgiven, and then another 90 days for them to be discharged. If they require additional documents, it could mean even more months of waiting and guessing, probably end of XXXXbeginning of XXXX. This means at the very least, it will take almost two and half years from PSLF application to discharge of my loans, possibly more.
For privacy reasons, I have included the Tax form 990 from XXXX the XXXX XXXX XXXX filed, along with a XXXX XXXX article with this complaint. I can send additional documentation, if needed. I have given the above documents to Mohela, along with W-2s, IRS tax transcripts, an employment certification form signed by the XXXX XXXX, and SSA income earnings statement, all from XXXX.
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| 01/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Older American |
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I had an FFEL loan with XXXX which was transferred to XXXX. I requested federal direct loan consolidation on or about XX/XX/XXXX with MOHELA for purposes of PSLF loan Forgiveness. For the record, I have worked for three qualifying employers since XXXX. On or about XX/XX/XXXX MOHELA consolidated my loan. Nevertheless, they sent me a rejection for PSLF loan forgiveness the following week on or about XX/XX/XXXX stating that I had FFEL loans, even though they serviced the new consolidated federal loan. I called MOHELA and my loan was resubmitted on or about XX/XX/XXXX for processing. MOHELA approved an IDR around the same time. At the time they resubmitted my PSLF paperwork, they agreed that they had mistakenly rejected PSLF loan forgiveness and that I could expect forgiveness with the " 60 days ''.
I contacted MOHELA via email through their secure system to check on the status of my PSLF loan forgiveness. I contacted them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On average it has taken the weeks to respond to messages. I have only been able to get through to them a few times since XXXX. Each time I have been told that it will take either " 60 days '' or " 90 days '' for the to confirm PSLF loan forgiveness. The last time I spoke with them over the winter break, I was told that they had to " re-process '' my form in XX/XX/XXXX, and that I could expect something by " XXXX ''. When I asked why they had to re-process the form, the phone went dead. It took me at least 20 minutes to get someone live on the phone during this call ; I was placed on hold for another 20 minutes or so, and then when I asked a question to follow up on what I was told, the phone went dead. This is incredibly frustrating, and I did not feel like calling again to be placed on hold another twenty to forty minutes.
There have been no updates to my account MOHELA states that they are showing " No payments made in the last 36 months '' although I have made payments consistently between XXXX until XX/XX/XXXX when I requested consolidation. I have paid between {$550.00} and {$600.00} over the course of that time period, easily qualifying for PSLF loan forgiveness. However, MOHELA has yet to credit a single payment for me during that time period. My status continues to be shrouded in secrecy, and it is frustrating beyond belief.
MOHELA continues to show that I have a balance of over {$47000.00}. I borrowed {$38000.00} for school, I estimate that I have paid over {$110000.00} on the {$38000.00} loan and without PSLF loan forgiveness I would have to pay over {$150000.00} on a {$38000.00} loan. That is simply unacceptable. I have been a public servant for most of my life and I have done my part to qualify for PSLF loan forgiveness. MOHELA 's handling of my loan is nothing short of shameful. It has been 197 days since I first requested consolidation with MOHELA for purposes of PSLF. It seems that would be more than enough time to review my paperwork and grant PSLF.
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| 07/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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MOHELA has clearly violated several federal laws that negatively affected my character, my mood of living, and my general reputation. I have been damaged as a result of your willful noncompliance and negligence of federal law. I wrote MOHELA in regard to the account that was an authorization and approval of a specific extension of credit directly to my XXXX XXXX.
According to the Fair Credit Reporting Act 15 USC 1681a 2 ( B ) this account is not included in a consumer report.
MOHELA has reported this account to my consumer report which is a clear violation of the law.
I did not give MOHELA permission to report, NO PERMISSIBLE PURPOSE, MOHELA did not disclose to me that I can opt out of having my information reported, and I have written them to EXERCISE THAT RIGHT, but with no response.
The Federal trade Commission ( FTC ) more specifically the GrammLeachBliley Act states that 00 15 usc 6802 obligations with respect to disclosures of personal information ( a ) Notice requirements Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information.
( b ) Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
MOHELA did not disclose this information to me that is required by federal law.
MOHELA knowingly and willfully withheld pertinent information regarding the disclosure of my information to affiliated and non-affiliated third parties.
MOHELA knowingly and willfully withheld information that explained how I the consumer can exercise that nondisclosure option.
I have shown and given MOHELA notice that they are in violation of FTC law by failure to disclose my opt out nondisclosures and FCRA law by furnishing inaccurate information on my consumer report, as well as for no permissible purpose. MOHELA needs to delete the student loan account on my consumer report immediately. I have filed complaints with the Attorney General of North Carolina, the Attorney General of Missouri, the XXXX XXXX XXXX, the CFPB, and OCC.
In conclusion I am writing to your office to please help me to resolve this clear violation of my consumer rights under the law 15 USC 1681 s2. The continued reporting of this inaccurate information is causing me and my family severe harm due to MOHELAs negative reporting on my consumer report. Please help me DELETE the erroneous, inaccurate illegal account on my Consumer report immediately.
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| 12/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I applied to change over to the new SAVE repayment plan in XX/XX/XXXX before loan payments were set to restart in XX/XX/XXXX. My application was not timely processed. I received a XX/XX/XXXX letter indicating I was being placed on " administrative forbearance '' while the SAVE application was being reviewed. On XX/XX/XXXX I called and spoke with MOHELA after a 3-4 hour wait on hold. I told them that I did not want to be placed on forbearance if those forbearance months would not be counted towards the 120-month PSLF loan forgiveness threshold, even if it meant I would pay more for another month or two. They confirmed I would owe {$430.00} on XX/XX/XXXX and that they would process my SAVE repayment plan application timely. Well, they didn't take me off the forbearance, there was no payment shown as due and owing on my MOHELA website account for XX/XX/XXXX despite what they had told me on the phone, they didn't process my SAVE application, and I received another letter stating that XXXX and XX/XX/XXXX would not count towards the PSFL 120.
I had called them again on XX/XX/XXXX. They promised me the SAVE application would be reviewed and have a decision within 7 business days. It was not, but at least they got it done this month. I received a letter stating my XX/XX/XXXX payment would be due at the rate of {$430.00}, and I just paid that today XX/XX/XXXX to avoid any credit reporting issues or missing another month towards the PSLF 120-month forgiveness threshold. On the XX/XX/XXXX phone call, I explained that I had seen the news about Biden and the Dept of Education requiring MOHELA to count " administrative forbearance '' months towards the 120-month PSLF requirement. The customer service person tried to argue with me that I was not actually on an " administrative forbearance '' but rather a " processing forbearance '' despite what their own XX/XX/XXXX letter to me stated. I received a letter confirming they were not going to count XX/XX/XXXX and XX/XX/XXXX towards the PSLF 120. I was also annoyed that I was not going to be paying at the new SAVE repayment rate for XX/XX/XXXX despite submitting my Application in XX/XX/XXXX and being told it would be promptly reviewed when I called in XX/XX/XXXX.
Today I received a letter stating that my SAVE Application was approved, but I do not believe they calculated my repayment rate correctly. The repayment plan estimator calculator says I should be paying about $ XXXX. I make approximately {$62000.00} gross, and my husband and I file taxes as married filing separately. He has paid off his student loans. We have no dependents. We live in Illinois. The SAVE Application approval letter I received indicates my monthly rate starting XX/XX/XXXX will be {$250.00} instead of about {$160.00}. I can not afford to spend another 5 hours on the phone for them to keep lying to me, so I am trying to get help here at the CFPB.
My husband 's name is XXXX XXXX, and you have my consent to speak with him as well. He is a lawyer and kept notes on all of these events, phone calls, and letters. His contact info is : XXXX and XXXX.
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| 10/05/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My student loan qualifies to be forgiven in two different ways : 1 ) I have paid every month on these consolidated loans from XXXX XXXX that is 25+ years AND before consolidation, I paid dating back to XXXX that makes 27 years plus another 7 years. This should clearly qualify for 25 years of payments, and thus be forgiven.
2 ) I am a teacher. I have been a teacher the whole time I have paid these loans. I should have qualified for the 120 payments in XXXX or XXXX. I recently transferred this loan into the Direct Loan Program and sent in all the paperwork. Under expanded XXXX these loans should clearly be forgiven.
__________________________________________________________________ -- I consolidated {$34000.00} in loans in XXXX ; -- I paid {$59000.00} over the past 25+ years ; -- I worked in public service that entire time ; -- I now owe {$65000.00} ________________________________________________________________ To qualify for the XXXX waiver I transfered the loan into a DIRECT LOAN under XXXX XXXX in order to apply for XXXX. I consolidated into a direct loan on XX/XX/XXXX.
I sent XXXX my XXXX certification from ALL THREE on my employers : I work 22.5 hours per week for one, 9.42 hours per week, and 13 for the third. This is 44.92 hours per week which is clearly over the 30 required.
On XX/XX/XXXX, I received notice that the application for XXXX had been received by XXXX. On XX/XX/XXXX I received one notice saying the employment was NOT ELIGIBLE since I dont meet the qualifications for full time employment but if if we receive another certification of employment they will determine if it meets the qualification of full time.
On the same day, I received a second letter which shows all three employers and the APPROVED EMPLOYMENT BEGIN DATE of XXXX and APPROVED EMPLOYMENT END DATE date of XXXX.
Unfortunately, MOHELA does not seem to have any of my XXXX information. The loan transferred to them XX/XX/XXXX. The full amount of the loan is showing but nothing else.
I am concerned since the end of XXXX ( and thus the end of the XXXX ) is rapidly approaching. I do not want to be locked out of forgiveness AGAIN on a technicality.
I attached copies of my payment history from XXXX, a deferment/forebarance history form XXXX showing a deferment in XXXX, my XXXX employment verification from all three jobs ( which add up to the required hours ), the XXXX notices from XXXX. Is there some additional hoop I need to jump through?! 8 months is a long time to process something this important.
_________________________________________________________________ ALSO just to clarify -- I emailed XXXX via their website with these concerns and did not get a response. I filed a complaint on Studentaid.gov and got no resolution. I also emailed MOHELA with no response. WHen I called the MOHELA automated phone system they says there is no record of my account. I am writing this missive while on hold ( AGAIN ) to speak with MOHELA. I have been on hold for an hour and a half the expected wait time today is 144 minute. I AM DOING EVERYTHING I CAN ON MY END!!
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| 10/20/2016 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
Servicemember |
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I graduated in XXXX with a XXXX XXXX degree and went to work for XXXX in Ohio. My family has a long history of XXXX. I was told in XXXX that XXXX Loans enrolled me in the Public Service Loan Forgiveness program. They did n't and they went out of business. They sold my loan to XXXX. I contacted them to make sure that it got transferred properly and that 's when I found out they never put my loan into that program. They assured me that they would fix it and that my loan would be in that program. They did n't and they went out of business. They sold my loan to Mohela. I just found out today that I have never been put on the right kind of repayment plan.
I have made 7 years of payments, always on time, and none of them count. I was supposed to have loan forgiveness after 10 years of on time payments. I just want credit for my 7 years, because I had no way to know or even no way to check if what I was told actually happened. Even if the total of my payments would have been more than what I did pay, I am willing to pay any additional funds that I would have paid, had they done what they said they were doing.
I am XXXX years old, and I want to retire someday, sooner rather than later. I have very little to retire on because I was a military spouse for 20 years and had a sporadic work history, and now I work in XXXX, so the social security administration is going to cheat me out of a lot of my retirement because I get XXXX retirement for part of my work history. ( That 's another messed up financial situation that your agency should look at. ) I will probably have to buy a mobile home with money I get from my parent 's house when they pass away, just to be able to afford to live in retirement. I ca n't pay student loans in retirement. If I could discharge them in bankruptcy, I would since I feel like I have been cheated. I have always paid all of my debts. I even almost lost a house in the recession but worked really hard to sell it at a loss rather than default. I lost XXXX dollars in home-ownership in the recession, because when I sold house number XXXX, it was XXXX and I had no idea that the whole economy would tank in XXXX. I purchased a condo in XXXX and it is currently worth XXXX less that I originally paid for it.
When I first discovered the problem with XXXX, I found evidence of XXXX Loans doing this with a lot of people, but I no longer have the information. I know it 's there and could be found with some intensive XXXX or other searching. Please help me. I have always tried to do the right thing in life, and have gotten XXXX by circumstances, but this is just wrong and seems like it should be able to be fixed, since it was a couple of people who either lied or were just too incompetent to do the job right. No one wants to take any responsibility, and I just want this corrected since I did what I was supposed to do, and have dedicated my life to XXXX. I realize that the people who messed up my loan not once, but twice, are not able to be found. But I want someone now to step up and do the right thing, and fix this error. Thank you.
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| 12/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing this letter to request assistance with an issue concerning the XXXX program and the overpayments I made as part of the program. My loan ( s ) have been cancelled as of XX/XX/XXXX, however, the qualifying payments I made were determined to be XXXX total payments, by XXXX XXXX, and carried over to Mohela in the XXXX XXXX XXXXXXXX. I made all my payments to XXXX XXXX, then XXXX XXXX. I never made a payment to Mohela after having my servicer transferred prior to XXXX XXXX losing their contract.
I have received one ( XXXX ) payment of {$700.00} in approximately XX/XX/XXXX, but I believe the total due to me for the XXXX ( XXXX ) qualifying overpayments made would be : {$21000.00} ( less {$700.00} ) for an amount currently owed : {$20000.00}.
Ive been told by Mohela that the qualifying discharge date was in XX/XX/XXXX. Per my XXXX XXXX payment history ( I can send via XXXX, I downloaded by XXXX XXXX payments before they closed my account at transfer time ) I made XXXX payments ( XXXX ) from XX/XX/XXXX through XX/XX/XXXX ( pre-pandemic ) for {$450.00} for a total of {$12000.00}. Then, after the pandemic began, I made XXXX ( XXXX ) total payments that were a combination of {$400.00} ( minimum payment required ) totaling {$8800.00}.
Ive worked with Mohela customer service on this issue but have been told they are at a standstill from their end and can not escalate further beyond creating a separate Mohela Case, which per my conversation with a Resolution Supervisor XXXX this XXXX XX/XX/XXXX. XXXX provided me that the Mohela case number is : XXXX and was initiated by Mohela on or about XX/XX/XXXX, XXXX XXXX.
From my discussions with Mohela customer support in XX/XX/XXXX, I was told that their review of my overpayment concerns was valid, and their assessment matched mine. They stated their appeared to be a mis-crediting of the overpayment balance ( {$21000.00} ) to a past spousal-merger issue ( my spouse, XXXX XXXX XXXX [ XXXX XXXX XXXX and I consolidated our loans with Direct Loans on or about after our marriage in XX/XX/XXXX ). This resulted in the payment from Treasury via paper-check for {$700.00} in approximately XX/XX/XXXX. Someone mistakenly applied the {$21000.00} owed to me as part of my XXXX remainder back against some incorrect analysis of the XXXX XXXXr balances.
On XX/XX/XXXX I submitted this information to the XXXX XXXX via their online form and the case # is XXXX. The status is 'in review '. I was able to attach the XXXX XXXX payments download to that complaint.
I thank you for looking into my file and this issues further, as a career XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am fully available to discuss further via cell ( below ) or email ( below ) and provide any further documentation I can ( sparse given the old sub-contractor used by XXXX XXXX and the lack of legacy documents available directly to me from XXXX XXXX and Mohela, since the discharge of my remaining loans ).
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( XXXX ) XXXX XXXX Mohela Account Number : XXXX SSN Last XXXX : XXXX
|
| 02/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am a student loan borrower. and graduate.
XX/XX/XXXX : -I applied for PSLF, in order to take advantage of the Waiver which would count my previous employment, previous payments AND forbearances credits as stated by the federal government ( attached ). My loans are from the year XXXX all the way through XXXX. I have had many forbearances, which should be credits.
XX/XX/XXXX : -I applied for IDR, to have a payment plan according to my income and within the 10 % max per pay check, as has been recently discussed by the White House .
XX/XX/XXXX : -I uploaded my current employer information ( same employer that I worked for 15+ years ago ) XX/XX/XXXX : -My IDR application was cancelled. I called to find out why. The Rep. Did not know and called another dept., He came back on the phone and indicated that the other dept., was annoyed with him for calling to inquire, saying " we didn't even send her a letter yet. '' The letter would be to explain why my IDR application was cancelled by them. .
XX/XX/XXXX : - I received duplicate letters ( 5 ) saying that my PSLF application was denied ( attached one ) -- -- -- - Reason given was that my current employer, XXXX XXXX XXXX XXXX XXXX XXXX is a FOR-profit -- -- -- - I also received one letter ( attached ) with a list of my previously approved employers that are NON-profits, and ironically, XXXX XXXX XXXX XXXX XXXX XXXX is at the top of the list -- -- -- - A company can not be both. So I used the PSLF Help tool ( again ) and confirmed that my employer is indeed a NON-Profit, which should qualify me for PSLF ( attached ). -- -- -- - I called and spoke with a Rep, who verified that the FOR-profit status is incorrect -- -- -- - She contacted her supervisor and they resubmitted my application -- -- -- - I waited about 90 days for that news and I have been in the process of waiting another 90 days -- -- -- - The Rep. also explained that my Past and Current Forbearance credits should be credited to my account and currently nothing has been credited to my account -- -- -- - It's been strange to see several that applied after me get approved while I go through this XX/XX/XXXX : I submitted a complaint with all this information with the XXXX, before I sought legal advice and was told that I should have submitted to CFPB to start.
XX/XX/XXXX : I received a letter ( via my Mohela portal ) responding to my complaint and not addressing the actual complaint issues of ( XXXX ) my current employer being incorrectly disqualified as a for-profit, when in the same application, they were recognized as a NON-profit when I worked for them in the past. ( XXXX ) Clarity on my forbearance credits. Many colleagues that applied after I did have received these forbearance credits, and there has been no logical reason for me to not receive my forbearance credits. Both of these things were completely ignored. Without my employer not being acknowledged as non-profit, I would not qualify for PSLF. I took my current job ONLY because they were deemed eligible via the PSLF Help Tool.
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| 09/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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|
Web |
|
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I have 3 Issues with my loan service provider Mohela.
1 ) There is a glitch in the system that is causing my loan payment amounts to be calculated incorrectly when I am applying for the SAVE program : I have been in an IBR plan for almost a decade or more. I had recently learned of the SAVE program. When I used the online calculator to see which plan would lower my payments the most, it stated that the SAVE plan would bring my payments down to about {$75.00} a month. Multiple Mohela representatives on numerous occasions also ran the calculation and confirmed that it would be about {$75.00} a month. When I first submitted my application for the SAVE program with an agent 's help it was accepted but the monthly payment came back to be {$770.00} a month. This is not the {$75.00} a month I was told it would be through multiple people and calculators. This was on XX/XX/23. When I called to discuss the issue they stated that a glitch in the system seemed to be combining both my and my wife 's income. It is only supposed to use my income in the calculation. I am married but file taxes separately from my wife. The agent decided to resubmit the application to be processed again.
On XX/XX/23 I was again approved, but again the payment was calculated incorrectly at {$770.00} a month. The same glitch, the same error. I spoke to another agent and they resubmitted the form again making special notes to draw the processor 's eye to the error in calculations. They said that Mohela is aware of the specific issue, it was affecting more than just me, and they are working on it. That third application was submitted on XX/XX/23.
I recently received an email stating that my application has been delayed. I called on XX/XX/23 to inquire as my loan was due to go into repayment on XX/XX/XXXX. They said they were aware of the issue in calculations and placed my loan in a " processing forbearance '' until XX/XX/23 so they have time to fix the issue and so I wouldn't have to make that huge {$770.00} payment on XX/XX/XXXX.
My concern is that this issue will not get resolved. I should be able to have my loan processed correctly, separating my and my wife 's income to receive the {$75.00} a month payment. The glitch in the system is troubling.
2 ) My second issue is how this problem affects my PSLF standing. I have been faithfully fulfilling my obligation towards my PSLF forgiveness through working in a nonprofit for almost 10 years now. I am so close to the 10-year mark. It is nice that Mohlea is putting me into a " processing forbearance '' while they figure out the issues with my application processing but I was told that during this forbearance I will not get credit towards my PSLF payments as has been the case throughout all of the COVID pandemic and when I actually was making payments prior to the pandemic faithfully and on time. I don't feel that I should be penalized, and not be able to get PSLF credits because I am being put into a " processing forbearance '' due to a glitch in the system.
3 ) Long hold times to speak to representatives at Mohela.
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| 03/16/2020 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Keep getting calls about your loan
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|
Web |
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Federal Student Loan agency ( MOHELA ) has committed deliberate and repeated violations of the [ Fair Debt Collection Practices Act Section 805 ( c ) ] [ 15 USC 1692c ], the [ Fair Debt Collection Practices Act Section 806 ] [ 15 USC 1692d ], the [ Fair Debt Collection Practices Act Section 807 ( 4 ) ( 5 ) ] [ 15 USC 1692e ], the [ Fair Debt Collection Practices Act Section 809 ( b ) ] [ 15 USC 1692g ], the [ Fair Credit Reporting Act Section 623 ( a ) ( 3 ) ] [ 15 USC 1681s-2 ], and the [ Fair Credit Reporting Act Section 623 ( a ) ( 6 ) ( B ) [ 15 USC 1681s-2 ].
Despite multiple formal disputes pursuant to the [ Fair Debt Collection Practices Act Section 809 ( b ) ] [ 15 USC 1692g ] being sent demanding validation, proof of contract, and proof of claim, ( MOHELA ) has failed to provide any certified or authenticated documentation and evidence of a lawful or legal right to collect on the alleged debt claimed. Formal notices disputing the validity of the alleged debt as well as notices demanding ( MOHELA ) to cease and desist further communication for failure to provide proof of claim or proof of contract have been sent and delivered via Certified or Registered Mail as shown below : Notice of Dispute - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Notice of Dispute - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Notice of Dispute - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Notice of Dispute - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Notice of Dispute - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Notice of Dispute - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Cease & Desist Notice - USPS # XXXX Delivered on XX/XX/2019 @ XXXX Based upon the facts and evidence provided herein a claim will be immediately filed in Federal Court against ( MOHELA ) for Civil Liability pursuant to [ Fair Debt Collection Practices Act Section 813 ( a ) ( 2 ) ] [ 15 USC 1692k ] and the [ Fair Credit Reporting Act ] for the following violations : [ Fair Debt Collection Practices Act Section 805 ( c ) ] [ 15 USC 1692c ] Communication in Connection With Debt Collection [ Fair Debt Collection Practices Act Section 806 ] [ 15 USC 1692d ] Harassment or Abuse [ Fair Debt Collection Practices Act Section 807 ( 4 ) ( 5 ) ] [ 15 USC 1692e ] False or Misleading Representations [ Fair Debt Collection Practices Act Section 809 ( b ) ] [ 15 USC 1692g ] Validation of Debts [ Fair Credit Reporting Act Section 623 ( a ) ( 3 ) ] [ 15 USC 1681s-2 ] Responsibilities of Furnishers of Information to Consumer Reporting Agencies [ Fair Credit Reporting Act Section 623 ( a ) ( 6 ) ( B ) [ 15 USC 1681s-2 ] - Responsibilities of Furnishers of Information to Consumer Reporting Agencies
|
| 10/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I am just about at my wits end with XXXX application process. I have hit probably every stone wall barrier to get payment count reviewed. I have yet to obtain a loan transfer to start review of my payments.
I have direct loans, consolidated in XXXX, paying since XXXX. Currently serviced by XXXX after I was transferred from XXXX to XXXX in XX/XX/XXXX.
I applied for XXXX XX/XX/XXXX and my application was received via XXXX XXXX My employment ( over XXXX years ) was certified and approved for loans to be transferred back to XXXX XX/XX/XXXX. I received the one and only letter correspondence on XX/XX/XXXX stating I would be moved to XXXX for payment count review for qualifying loan payments. I have had no further progress.
I was not moved from XXXX to XXXX. I did not receive any further formal communication. I was verbally told via XXXX supervisors that I would be moving to Mohela after XX/XX/XXXX and even told " you likely will be in the first several batches with a XXXX application ''. I was also told I would receive a status letter stating I would be leaving XXXX and moving to Mohela. TO DATE THIS HAS NOT OCCURED.
I was concerned about the lack of communication and wait time so I contacted Mohela directly and was instructed to reapply through Mohela.
Mohela received my repeat application on XX/XX/XXXX.
I was told I would have a XXXX wait to have loans received by Mohela for payment count review.
Still today XXXX has no notice to move my loans to Mohela for payment count review.
As of now, I applied 8 months ago without any further review of my payment count status for forgiveness.
I have been in contact with XXXX Ombudsman, XXXX supervisors, Mohela supervisions and have made numerous formal complaints to the studentaid.gov website. All complaints have been closed with essentially " check studentaid.gov for waittimes and information ''. My last complaint has been unreviewed for 6 weeks. I have also called the Department of Education and XXXX routed back to Mohela.
Mohela informs me that they " have made the request to transfer loans several weeks ago '' but that there is a communication disconnect with the Department of XXXX? XXXX clearly is not receiving these requests to transfer my loans despite it being over 6 months since approval.
I am beyond frustrated. Have spent endless hours on the phone and shed too many tears without any progress.
I am just told to " wait '' yet all the waiting has lead to more waiting and no answered as to why my loans are just being in purgatory without transferring.
I am now told that likely will be 6+ months before I am seeing any sort of possible forgiveness due to wait times. ( 30-60 days to transfer loans + 90 days Mohela to review payment status + DOE to apply waiver and review account + 30-90 days for forgiveness, plus I believe I am in for a refund. ) I just need SOMETHING to happen. Applicants who are applying in XXXX and XXXX are obtained forgiveness letters already and I haven't even been reviewed with a XXXX application.
HELP!
Mohela XXXX # XXXX
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| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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on XX/XX/XXXX I applied for the new SAVE plan rather than continue with the PAYE plan for my student loans after utilizing the studentaid.gov website tools and deciding
SAVE was the best plan for me. Using the federal website, I was able to easily apply and from what I understand attach my tax information to my application. I applied when I did to ensure my loan repayment would start ON TIME. However, Mohela has demonstrated an incredible incompetence despite the THREE YEARS they had to prep for repayment on top of what I hope is not gender based discrimination based on the fact that I am the sole income earner in our household.
Mohela denied my SAVE application on XX/XX/XXXX stating they needed my husband 's income for the application thus putting my loans in Forbearance. I am now worried will cost me thousands of dollars in accruing interest and may ruin my streak of on-time auto-payments. On the list of accepted documents for my husband 's income Mohela sent me they stated the would accept a tax return which is confusing because I was under the impression they had received MY tax return which is also HIS because WE FILE JOINTLY. It also states on OUR TAX RETURN he is UNEMPLOYED and has no income.
When I reached out to Mohela they took months to respond to my online messages. I sent two messages on XX/XX/XXXX and XX/XX/XXXX and did not hear back until XX/XX/XXXX. Additionally, their responses were not helpful at all. I submitted multiple documents on XX/XX/XXXX confirming that I am the sole income earner in our family and had not heard back until the XX/XX/XXXX message. I assumed after three weeks they would not contact me unless I contacted them so I attempted to call them on XX/XX/XXXX despite their repeated pleas not to do so. Their caller wait queue had put me on hold for over XXXX hours before I finally could talk to someone regarding my issue. I was told then to wait a week for my application to be processed but it is STILL NOT PROCESSED and it has been MONTHS.
I attempted to call again on XX/XX/XXXX after a week had passed and they at least had a virtual queue implemented. I was told my application would be processed soon and I should wait another week. I called AGAIN on XX/XX/XXXX after waiting a MONTH with no update and I was told they had no way of letting me know how long my application would take despite my forbarence ending on XX/XX/XXXX. When I asked them if this meant " processing '' meant they could confirm my application had been received but had no way to confirm if it had been even looked at after three months I received no definitive answer. I asked if they could at least extend the forbarence and I was told that would take XXXX - XXXX business days. It is now XX/XX/XXXX and I don't even have confirmation that a forbarence extension request has even been submitted for my account.
Aside from the abhorrent handling of what is usually a quick and easy process for me to reapply to an IBR plan I am also beyond frustrated with Mohelas inability to respond to issues in a timely manner.
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| 04/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been working on PSLF for several years and this my student loans were with XXXX. This summer I was notified that my loans would move to Mohela. I submitted an employment verification form from a previous employer, XXXX XXXX XXXX XXXX, to qualify for TEPSLF in XX/XX/XXXX to XXXX. I was told it would be reviewed within 90 days and my counts updated. I was moved to Mohela in XX/XX/XXXX. I submitted an updated employment verification form from my current employer XXXX XXXX on XX/XX/XXXX. After not hearing anything about my initial employment verification form I submitted to XXXX, I resubmitted the XXXX health employment verification form on XX/XX/XXXX. Because the TEPSLF program had a deadline of XX/XX/XXXX, I resubmitted bother the XXXX XXXX and an updated XXXX XXXX form to Mohela on XXXX/XXXX/XXXX. I didnt get any correspondence from XXXX other than to say my forms were received and it would take 90 days for processing. In XXXX it showed my form from XX/XX/XXXX was canceled as a duplicate and the forms from XX/XX/XXXX and from XX/XX/XXXX were processed but they never entered the information for the employment verification from XXXX XXXX. I called Mohela on XX/XX/XXXX and spoke with a representative who stated that the XXXX XXXX form was cancelled in error because they didnt think the employer qualified. I confirmed with studentloan.gov that XXXX XXXX did qualify before I ever submitted the form form my previous employer to fill out. The representative double checked and agreed XXXX XXXX was a qualifying employer. She reached out to a supervisor and stated that the form would be put in for expedited review and I would have updated counts in 30 days. I checked my form status in XXXX XXXX and it says it was canceled, again. I called Mohela again. Let them know I have had multiple problems with this employer verification form. I submitted the original form to XXXX in XX/XX/XXXX and The information was never transferred over to Mohela as promised. I submitted it directly to Mohela on XX/XX/XXXX and that form was cancelled in error as a duplicate form because the original form was never processed. The form I submitted on XX/XX/XXXX was canceled in error because Mohela erroneously determined the employer didnt qualify. And the most recent expedited review was also cancelled. The XXXX agent agreed that there have been several issues. She saw they had previously thought the employer didnt qualify but upon review it did qualify. She spoke with a supervisor who agreed to do an expedited review and stated I would have an updated count of my payments within 14 days. It has now been 3 weeks and the expedited review has never occurred. They didnt resubmit my employment verification and keep sending me in an endless loop of waiting, calling, and erroneous cancellations. I am over 120 payments and qualify for forgiveness with the TEPSLF prior to ever transferring to Mohela if my forms would have been reviewed when I was with XXXX. This is causing undue stress and anxiety and wasting my time calling over and over again.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Following the pandemic pause, MOHELA set my repayment at approximately {$470.00}. However, when I last made payments before the pandemic my payments were at {$260.00} at XXXX XXXX. The restart was supposed to use the same financial information as the start of the pause- so why are they different?
On XX/XX/XXXX I called MOHELA to correct the error. I resubmitted my financial information and recertified via self report on the phone. The results of this discussion had my monthly payment at $ XXXX and would take up to 30 days to process. Due to the high processing time, MOHELA offered and I accepted a processing forbearance with intent to cancel it before the end of XXXX to preserve my PSLF forgiveness eligibility timeline.
On XX/XX/XXXX, when I went to check on the status of the correction, the billing was incorrect again with a new monthly payment of $ XXXX which was NOT what was discussed on the phone. This indicates that the calculator/processor used my family/household income but did NOT include my spouse 's federal student loan debt in calculating my student loan payment. See calculations attached.
I called immediately upon discovery of the error and remained on hold for XXXX hours. I ended up speaking with a representative that made false statements such as * I was not enrolled in XXXX until XX/XX/XXXX. ( I have been in REPAYE for the last 7 years ) * That my payments would automatically be lower ( I think this was implying the 10 % -> 5 % change that doesn't occur until Summer of XXXX, but she was not clear ).
* That the error in payment could be due to the forbearance on my account ( as according to her repayment does not pause while in forbearance which is incorrect ).
After challenging her responses, the representative agreed to resubmit an application on my behalf but during the application questionnaire - the representative left off significant questions such as my spouse 's student loan debt amount ( the original error ), my husband 's personal information such as name/date of birth/social security number. These errors would have ended up with me right back in the same position. After I prompted her with that information, the amount changed to $ XXXX. I accepted that amount on the phone due to not wanting to challenge her over the interest accumulation. At this point, I had been on the phone for XXXX hours. As these are MOHELA 's billing errors I should not be penalized for their errors. The representative also stated that she placed me in a " processing forbearance '' as opposed to " administrative forbearance '' that I was already in, while being unable to clearly identify the difference ( the letter I had received stated I was in a processing forbearance from XX/XX/XXXX until XX/XX/XXXX ). The representative stated the application would take 5-7 business days to process. The representative also stated that the forbearance will not affect my eligibility towards PSLF ( which is accurate to the Dept. of Education 's statements ) but I do not trust that MOHELA will correctly process that.
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| 09/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem lowering your monthly payments
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Web |
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In XXXX of XXXX, I submitted an application for an income driven repayment plan on XXXX while my loans were being serviced by XXXX XXXX. I received a letter from XXXX XXXX on XX/XX/XXXX stating I was approved for an IDR plan and my payment would be {$0.00}. In XXXX of XXXX, I submitted a PSLF application to MOHELA and began the process of getting my loans transferred to MOHELA so I could begin PSLF qualifying payment tracking. My loans were subsequently moved to MOHELA several months later. During the period of waiting to be transferred, I was assured by Great Lakes and MOHELA that information on my IDR plan would be transferred to MOHELA.
At the time of getting approved for the IDR plan in XXXX of XXXX, I was told by XXXX XXXX that there was and is a federal waiver that would allow me not to have to recertify my IDR plan until XX/XX/XXXX. I would like MOHELA to review the attached letter from XXXX XXXX stating my approval for the IDR plan and my repayment amount, so that I do not have to recertify until XX/XX/XXXX.
I ultimately would like my approval for IDR plan to be moved to MOHELA and my repayment to be on an IDR plan that I was approved for by XXXX XXXX and studentaid.gov once payments resume in XX/XX/XXXX. I would like to continue my deferment until the federal government resumes payments for all.
I submitted the above statement to MOHELA on XX/XX/XXXX and XX/XX/XXXX. It took over 14 days for them to deny me. They provided no explanation why I was denied. I called the customer service line and waited over 1 hour to speak to the representative. The representative spoke to several supervisors who said the form was denied due to not submitting my XXXX taxes. This form was approved on my XXXX taxes by XXXX XXXX and has nothing to do with my XXXX taxes. The form as several dates throughout which indicate this, but that was their only explanation. The representative added several comments to my account, stating that I could just recertify. The problem with this is that my XXXX income is significantly greater than my XXXX income. Eventually the customer service representative resubmitted my form with comments, I asked if I should submit my XXXX taxes too and she said no because the forms should be honored with the attached XXXX approval letter from XXXX XXXX and no further documentation would be needed. She said a different department deals with the processing of the IDR applications and it would take up to 7 business days to process. The forms were resubmitted by the customer service representative on XX/XX/XXXX and up until today XX/XX/XXXX I saw no change in my account. Upon logging in today almost 30 days after the representative resubmitted the form, XX/XX/XXXX. I see " duplicate form '' under the documents received tab. I see no explanation and no change in my payment plan. I did everything that was suggested to me by MOHELA and XXXXXXXX XXXX and they are negatively impacting my ability to pay my student loans, by engaging in providing false information and predatory tactics.
|
| 08/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XX/XX/XXXX I have documentation that I met the XXXX required payments for my student loans in XX/XX/XXXX from XXXX XXXX. My loans were fully transferred to Mohela on XX/XX/XXXX. According to their website within 90 days my loans were to be processed and XXXX. By the end of XXXX my uploaded XXXX had disappeared from their system ( the tracker still indicates XXXX payments met ). I called to discuss this. They indicated it would be more time and I was indeed at the XXXX payments. I called again on XX/XX/XXXX and was told they were " pushing it through '' but it would still be 90 days. I filed an Ombudsman with the education department on this day as well. I received a response on XX/XX/XXXX indicating the XXXX that I had met the XXXX stating : " This, compared with the eligible payment periods of your Direct Loans, yields a qualifying payment count of XXXX toward the required XXXX for XXXX.
Once MOHELA determines that you have met the requirements for loan forgiveness, XXXX will provide the effective date of discharge so MOHELA can begin the process of discharging your loans. '' I called XXXX again on XX/XX/XXXX at the XXXX business day mark from the day I called in XXXX. They indicated it had been well over the 90 days, but the XXXX was at fault for not certifying the XXXX payments despite the previous email ( above ) from the XXXX indicating that they were waiting for Mohela. I filed another Ombudsman with this documentation as well as the email from the XXXX. I also uploaded the XXXX email to Mohela. I called Mohela again yesterday XX/XX/XXXX to get an update after being on the phone for over an hour, I was again told they were getting a supervisor to " push it through '' as I was way over the 90 days. Before the supervisor was on the line I got pushed back to the main call area and sent to another representative who was in a mentoring process and was unaware of XXXX programming. At this point I requested to directly speak with a supervisor. This supervisor did acknowledge the frustration, but still claimed it was the XXXX. I asked how to contact the XXXX and she stated that the FSA would direct me back to Mohela. This was over XXXX hours on the phone which is a typical time when calling Mohela.
I currently have several concerns with my loans sitting on my account after meeting requirements of the XXXX program one calendar year ago.
XXXX. Currently the governor created a program to not tax the amount that is forgiven. Considering I met requirements one year ago, I do not want to pay taxes on this amount if this program were somehow to end when my loans should have been forgiven. I also could not pay that amount.
XXXX. Payments resume in XXXX. I should not owe payments due to meeting requirements for forgiveness. It was noted that there is a forbearance for this, but I have not noted this to be updated in my Mohela account.
XXXX. This amount is on my credit report in my debt to income ratio despite the fact that I met requirements one year ago.
I am seeking any support in this.
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| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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ON XX/XX/XXXXXXXX I received an email from Federal Student Aid Information Center requesting documentation that I submit a PSLF application signed by their Authorized Official, or with your corresponding W2s for XXXX through XXXX, to have this employment period certified and your payments reviewed for qualification.
On XXXX XXXX, I mailed and uploaded ALL Documentation to Federal Student Aid and to MOHELA. And no one has responded. And now my payments have started back up. which I can not afford because my husband just passed away XXXX XXXX
I have been dealing with this situation since XX/XX/XXXX and my service provider MOHELA refuses to notify me about the forgiveness process. I have tired to contacted them on XX/XX/XXXX and XXXX XXXX and it been unsuccessful. MOHELA also has not processed my certification of employment that was sent in several times since XXXX
COPY OF THE EMAILS RECEIVED : From : Federal Student Aid [ customerservice@studentaid.gov ] Sent : XX/XX/XXXXXXXX XXXX XXXX To : XXXX Subject : FSA Feedback Case : XXXX From : Federal Student Aid Information Center XXXX Date : XX/XX/XXXX at XXXX XXXX XXXX Subject : RE : FSA Feedback Case : XXXX and in XX/XX/XXXXXXXX I received this email- XX/XX/XXXXXXXX Dear XXXX XXXX XXXX XXXX Thank you for contacting the U.S. Department of Educations ( ED ) Office of Federal Student Aid .
We have received your inquiry regarding the Federal Direct Student Loan that is currently being serviced by MOHELA.
Your concern, as we understand it, is regarding your progress toward Public Service Loan Forgiveness ( PSLF ).
MOHELAs records indicate that your loans, yields a qualifying payment count of XXXX toward the required XXXX for PSLF.
Once MOHELA determines that met the requirements for loan forgiveness, ED will provide the effective date of discharge so MOHELA can begin the process of discharging your loans.
ED and MOHELA are continuing to update payment counts. MOHELA will contact you when your payment count has been updated. Once your payment count is updated, please contact MOHELA to ask about it.
Please note that if you are eligible for a refund of payments in excess of 120 qualifying payments, processing may take an additional 60 days for MOHELA to complete. Please log into your MOHELA.com account to verify your address.
If you have employment that has not been certified, please use the PSLF Help Tool ( https : //studentaid.gov/pslf/ ) to search for a qualifying employer, learn what actions you may need to take, and generate a PSLF form. You will need to provide an email address for an authorized official who can certify your employment and sign your form. If you are unable to obtain an officials signature, W-2s or paystubs encompassing the period of time you are attempting to certify for PSLF are acceptable forms of alternative certification. It is recommended that you submit a new application annually. If you have questions regarding that status of a PSLF form, please contact MOHELAs Customer Service Department at XXXX.
|
| 09/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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Since XXXX I have been making payments towards my federal student loan debt. Servicing of my federal student loans was transferred to the Missouri Higher Education Loan Authority ( MOHELA ) somewhere between eight to ten years ago. When the initial servicing transfer occurred, I had nine separate loans.
I have made significant sacrifices to pay down my principal balances as much as I could during the pandemic forbearance, successfully paying off two of my loans ( Loan ID # s XXXX and XXXX ). I submitted a change in terms request to change to a standard repayment schedule, which was effective as of XX/XX/XXXX. As of the resumption of accrual of interest on XX/XX/XXXX, my principal loan balance for the seven loans currently serviced by MOHELA was {$41000.00}.
After enrolling in the standard repayment option, I noticed a severe and predatory discrepancy in MOHELAs calculation of the payments required to satisfy my loan balances. At first glance, the monthly payments for each loan appeared much higher than they should be. To confirm my suspicions, I tested the Annual Percentage Rate ( APR ) for each loan using the Federal Financial Institutions Examination Councils ( FFIECs ) APR calculator.
Much to my dismay, the calculations showed a substantial discrepancy in the interest assessed over the life of the loans between what MOHELA was charging and what the interest should have been on a standard fully amortizing repayment schedule. Based on my calculations, if I repaid the loans under MOHELAs standard payment terms, I would wind up paying an additional {$9600.00} in interest. The calculated APRs based on MOHELAs payment streams are substantially higher than the interest rate, ranging from 8.504 % up to 19.553 %.
Interest has always accrued at a higher rate than I could repay the debt. For years I stressed and endured financial hardship trying to keep up with my student loan payments. I am astonished and disgusted at MOHELAs illegal and predatory assessment of interest and I initially voiced my concerns and inquiry to MOHELA on XX/XX/XXXX. As of the date of this letter, I have not received any response from MOHELA.
As of the date of this complaint, XX/XX/XXXX, I have now refinanced five of my seven existing loans through XXXX which will be paid off shortly. In the event the Agencies receiving the complaint and/or MOHELA determine that MOHELA has been inaccurately and illegally accruing interest over the life of my nine loans, I request a full refund of all overpayment of interest.
After manually recalculating MOHELAs calculated payments based on the contractual interest rate, I feel that a large part of the pain, suffering, and financial hardship I have experienced over the life of my loans is due in part to MOHELAs miscalculations. I sincerely hope that the Agencies I have contacted perform a detailed assessment of MOHELAs interest and payment calculations to determine if millions of additional borrowers have been impacted by these illegal and predatory servicing practices.
|
| 03/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been teaching in the same public school system since XXXX and have outstanding student loans, which were consolidated to make them eligible for the Public Service Loan Forgiveness ( PSLF ) program.
With the introduction of the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) plan, my student loan should be forgiven based on the guidelines laid out in the TEPSLF.
My student loan was transferred to MOHELA in XXXX of XXXX. On XX/XX/XXXX, my entire monthly payment history from XX/XX/XXXX through XX/XX/XXXX was visible in my account and I could see all of my payment history. Within a few days, XXXX XXXX of history ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was no longer visible in my monthly payment history.
I have spoken with MOHELA multiple times about those missing time frames, especially the time frame of XX/XX/XXXX through XX/XX/XXXX since I was with MOHELA at the time. MOHELA was able to add in the time frame of XXXX XXXX XXXX. As of now, I am still missing the payment history from XXXX XXXX XXXX ( 23 payments ) and XXXX XXXX XXXX ( 71 payments ) for a total of 94 missing months of payments. That time frame coincides with the time that my loan servicer was XXXX XXXX.
I spoke with XXXX XXXX and they said that they aren't able to help me since my consolidation to make my loans eligible for PSLF.
Currently, my qualifying payment total is 96 payments. Because of the guidelines of the TEPSLF, if all of my monthly payment history was in my account, my loan would be granted forgiveness with over 190 payments. However, with 94 missing payments, I remain in this limbo.
I have called MOHELA multiple times about the missing years of payments and the message is always the same - 1 ) We can't change it until it shows up in my Federal Student Aid history ( it does and I tell them this ) or 2 ) When they do my latest Employment Certification Form ( ECF ) all of my past history will show up ( it hasn't despite having my ECF recently certified in XXXX ) or 3 ) they transfer me to a supervisor and after waiting the phone disconnects. Basically, I get nowhere and nothing gets done while I live in this infinite loop of calling MOHELA.
I have also filed a complaint with XXXX XXXX XXXX. I filed the first complaint on XX/XX/XXXX. I never received a call from them ever or email. When I called them about the complaint, they tell me that my history is there and MOHELA has what they need for my account to be correct. When I asked why I never received a call back from them, they can't figure it out. They try to send me to the right person to talk to but apparently they have no way to transfer me. I don't understand. I filed a new complaint on XX/XX/XXXX to see if there is some way that XXXX XXXX XXXX can help me with my problem. I am still waiting on a phone call back from them. Based on my history with them, I don't anticipate this happening.
I have kept a log of every time that I have spoken MOHELA, FED LOAN, XXXX, XXXX XXXX and STUDENT AID. I have attached this document.
|
| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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First of all let me tell you what happened in the beginning. Back in XXXX, I received the email stating that some or all of my loans were eligible for IDR account adjustment forgiveness. I need to opt out of ONE and only ONE of my loans so that I could consolidate it with my Parent Plus Loans. Instead of doing as I asked, Mohela opted me out of ALL of my loans!
So after literally months of issues dealing with that- they finally got it correct and my loans from my letter in XXXX were actually forgiven in XXXX ( a full month later than they should have been! ). My Mohela account still shows one of those loans in repayment with a monthly payment of over $ XXXX - and that is also what is showing on my credit report. It's been XXXX months and still sitting in repayment??? WHY??? No one can tell me. I've asked multiple times about the refund for the overpayment of these loans- only to be told things like - you won't get a refund, it will be applied to your current loan?? BETTER NOT BE! Oh, so you would like it refunded? YES I WOULD Ok, I'll note your account. Wait a few weeks call back - go through the same thing - but ask why am I having to make payments on this new loan when it should be forgiven now also? Oh we have to wait for the dept of ed to tell us. me - ok, but can we put it in XXXX No have to wait for dept of ed. So I just make payments that I know I am going to have to wait months to be refunded - yeah that is kinda silly YOU THINK?? UUGGH The last three business days, I have been on the phone with Mohela for over 16 hours. Most of that time on hold waiting to speak with a supervisor because I actually know more about my account status than the 'I 'm in training ' people do!
So I have been told my refund has been requested. Your refund request was cancelled. I'll open an investigation, wait ten business days for accounting to respond. STILL WAITING - it was submitted on XX/XX/28! You have two refund requests. You don't get a refund. It's up to the dept of treasury. It's up to the dept of ed. We don't have anything to do with the refunds. It takes ninety days from the date of forgiveness. IT'S BEEN MORE THAN NINETY DAYS AND YOU HAVEN'T EVEN REQUESTED IT FROM THE DEPT OF TREASURY.
Seriously what do I have to do to get the refund for my overpayments?? Why is this so hard? Why can't I actually speak to ANYONE at Mohela that knows ANYTHING? I am once again on hold as I type this, waiting for the person in 'training ' to get 'permission ' to transfer me to the supervisor queue... so far this call has been 50 minutes and I'm not even in the right queue yet! Why do I not get the call back option? Why do I get disconnected all the time? So now at XXXX XXXX, I get sent to the correct queue and they are only open for one more hour and the in training rep tells me the wait time is one to one and half hours! This is ridiculous!
Lastly, why do I have to listen to the XXXX XXXX at the beginning of the call stating that payments will restart in XXXX -two months past that already!
|
| 05/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I applied for Public Service Loan Forgiveness XX/XX/XXXX. I was originally with XXXX at the time and had my loans transferred to Mohela in XXXXXXXX XXXX XXXXXXXX. I graduated from the XXXX XXXX XXXX in XX/XX/XXXX, started working in XX/XX/XXXX and have well over the 10 years ( XXXX ) of qualifying payments. One out of three loans were forgiven for PSLF/ TEPSLF. The loan forgiven had the smallest remaining balance ( well under {$1000.00} ) and dispersed on XX/XX/XXXXXXXX The two remaining loans total over {$89000.00} and were dispersed XX/XX/XXXX. There are missing loan payments in one system from XXXX that have not been applied to the remaining two loans. I have employment verification for this time period and was not in any type of forbearance. These missing loan payments were counted for the small loan that was forgiven, so I'm not sure why it wouldn't have been counted for the other two loans. I have called Mohela and the Federal Student Aid Ombudsman multiple times to get the missing loan payments recounted since I am over the 120 qualifying payments. I placed the initial call to Mohela regarding the discrepancy and missing payments on XX/XX/XXXX and was given a tracking number by a supervisor XXXXXXXX XXXX XXXX ( tracking number XXXX ) who stated she could see the missing counts in her system and that she's not sure why the counts were not applied to all of the loans. She stated it would be 30 business days for resolution and she submitted for recount. I did not get any updated count information in 30 days, and called the ombudsman who stated I needed to call Mohela for it to be addressed. I called Mohela a second time XX/XX/XXXX and discussed it with another supervisor who stated she could see those missing payments were made and that the case had been assigned to someone for the recount, and to give it another 30 days. On XX/XX/XXXX I called and discussed it again with Mohela, and was told to give it more time. I tried the Mohela chat function on XX/XX/XXXX and she stated I had to call to get it escalated. I called Mohela XX/XX/XXXX and spoke to yet another person who spoke to supervisor XXXX -- was told it would be another 1-2 weeks and that the information has been submitted to the Federal Student Aide office for over-ride. This process has been ongoing for over a year since I initially applied for PSLF/TEPSLF forgiveness. I checked the box stating I was at the 120 payments which should have given my loans priority. Even though my loans were transferred to Mohela, it has been 8 months and counting without resolution. Since the initial complaint to Mohela regarding the missing payments, it has been just shy of three months. ARE YOU EVEN KIDDING ME? I find it very frustrating that people who applied WELL AFTER I did are having their loans forgiven in a few months. And yet, here I sit wasting hours of my time calling Mohela without any resolution in the foreseeable future. I was told to call back in a few weeks, yet again, which will be another hour of my wasted time.
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| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Subject : Request for Payment Count Adjustments Toward Income-Driven Repayment and Public Service Loan Forgiveness Programs I am writing to request adjustments to the payment count on my account for both the Income-Driven Repayment ( IDR ) program and the Public Service Loan Forgiveness ( PSLF ) program. I believe there may have been an oversight in accurately recording my qualifying payments, which has resulted in an incorrect payment count.
My name is XXXX XXXX and I have been a participant in both the IDR and PSLF programs. I have diligently made payments based on my income and employment in the public service sector. However, upon reviewing my account, I have noticed inconsistencies in the payment count, which do not align with the payments I have made.
As a borrower in the IDR program, I have been making payments based on my income for a specified period. These payments are intended to help me manage my student loan repayment obligations while considering my financial circumstances. It is crucial that the payment count accurately reflects the number of payments I have made towards this program.
Similarly, as mentioned in my previous letter, I have been employed full-time by a qualifying public service employer, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX since XXXX. According to the PSLF guidelines, I am eligible for loan forgiveness after making XXXX qualifying payments while fulfilling the criteria of full-time employment with a qualifying employer. I have provided the necessary certification form from my employer, which verifies my employment tenure.
Considering the duration of my employment and my consistent payment history, I believe I should have already met or exceeded the required XXXX qualifying payments for the PSLF program. However, the payment count on my account does not reflect this progress accurately.
Therefore, I kindly request a thorough review of my account to rectify any discrepancies in the payment count for both the IDR and PSLF programs. It is essential that the adjustments are made to accurately reflect the payments I have made towards these programs.
Enclosed with this letter are the following documents for your reference : 1. Certification Form : This document, completed by my employer, verifies my full-time employment, including the dates of my tenure at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX
I understand that Mohela is responsible for maintaining accurate records of my loan payments and ensuring that the payment count accurately reflects the progress I have made towards loan forgiveness. I would appreciate your prompt attention to this matter, as it directly impacts my eligibility for both the IDR and PSLF programs.
Please communicate with me in writing or via email regarding any updates or actions taken to resolve this issue. I sincerely appreciate your assistance in rectifying this matter promptly and ensuring the accuracy of my account.
Thank you for your attention and cooperation. I look forward to your timely response.
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| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have contacted my loan servicer, XXXX, four times regarding a billing error and they have refused to correct it or offer any assistance.
I am new to Mohela. I was transferred from XXXX last month.
For years, I was on the XXXX plan with XXXX and never had any problems. My monthly payment was {$58.00}. I received my final statement from XXXX confirming this amount on XX/XX/XXXX with a due date of XX/XX/XXXX. My account with them was on autopay and had been for many years. Prior to my due date, I also verified that I was not due for recertification until XX/XX/XXXX per both XXXX and XXXX.
On XX/XX/XXXX I received an email from Mohela saying my loans had been transferred to Mohela. That email stated the following " This change in servicer will not impact the existing terms, conditions, interest rate or available repayment plans of your federal student loans. Your full account details should be available no later than 10 business days after the loan transfer date included in the transfer notification sent from your other loan servicer. '' I never received any statement or mailed correspondence from Mohela notifying me of the amount due prior to my due date.
On XX/XX/XXXX I was notified by my bank that my checking account was overdrawn. My autopay information had been transferred from XXXX to Mohela, but instead of deducting the {$58.00} owed, Mohela deducted {$1100.00}. I incurred two overdraft fees due to their error.
On XX/XX/XXXX, I called Mohela several times and waited on hold for hours. When I finally reached someone that evening, the representative told me she would look into it. She placed me on hold multiple times and eventually came back saying she could " see no reason '' that my payment amount was changed. She also couldn't figure out how to reinstate my old XXXX plan without a new application and certification. She said she would refund the {$1100.00} to my checking account and that I would need to apply for a new repayment plan.
I finally received my first statement from Mohela on XX/XX/XXXX, showing a payment due of {$1100.00}, due on XXXX. I still have not received an XXXX statement explaining the change in loan terms.
As of XX/XX/XXXX, it has been an entire week since I was told my payment would be refunded and I still have not received my refund. I called again this morning to look into it and the new representative stated she could not see any refund pending for me and kept placing me on hold. She also could not tell me why my payment amount changed. I was at work and had to end the call. I called back during my lunch break and waited XXXX minutes to speak to someone. That person informed me refunds take 60 days. She would do nothing to put me back on the payment plan I was already on and told me I owe {$1100.00} on XXXX. She told me she could put my account in deferment, but that no months during that time would count toward XXXX. When I asked what my alternative was she placed me on hold and she then disconnected the call.
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| 04/19/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have filed a complaint with XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX seems to think that my complaint is with Mohela so here goes. I have two student loans still on my credit report ( {$3400.00} and {$850.00} ) after my original student loans were forgiven by public loan forgiveness in XX/XX/2022. The Dept of Ed says I have a {$0.00} balance and that is reflected on my student account. The National student loan database says I have a {$0.00} reflected in their database and Federal Student Aid has written a letter that I will attach to this complaint that also says I have a XXXX balance.
XXXX however believes differently and has taken it upon themselves to dispute my request to erase the two balances from my credit report. Instead they said that two multi million dollar companies tasked with the responsibility of transferring my student loans from one location to another was so incompetent in doing so that it is somehow my issue to solve and have left it up to me to fight for myself. Instead of looking at the evidence they are blaming you MOHELA for not successfully transferring my loans. I have also attached a letter from XXXX XXXX XXXX that says that my loans were transferred but XXXX knows better than anyone, obviously. I have also attached a document with what I believe are the two loans in questions. Next to them you will see it says they belong to the DEPT of ED and not XXXX XXXX XXXX XXXX XXXX XXXX XXXX still reporting them?
I have tried unsuccessfully to contact someone at XXXX. I have tried unsuccessfully to dispute these accounts with the CFPB and both credit unions because XXXX decided to write a letter claiming the loans are valid. I have included their response here.
" Company 's Response The Office of Consumer Advocacy ( ~~OCA~~ ) at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX received your recent correspondence through the Consumer Financial Protection Bureau ( ~~CFPB~~ ) portal regarding the status of your student loan account serviced by XXXX XXXX. Please Note : XXXX conducts its student loan servicing operations for federally owned loans as XXXX XXXX on behalf of the U.S. Department of Education ( the Department ). In your inquiry, you requested that your XXXX XXXX account either be removed or updated to report accurately to the consumer reporting agencies since your account was transferred to MOHELA. XXXX performed a comprehensive review of your account. This investigation included the review of all relevant account history and documentation, including any information you provided to us. Based on this review, we determined the information reported is accurate. Credit reporting is valid. The Department advised XXXX XXXX to report the loans as normal using the previous transmission prior to the transferring to MOHELA on XX/XX/2022. MOHELA will have to complete the merge of the tradelines in order for XXXX XXXX to no longer report the loans. '' Please assist me in removing these two loans from my credit report.
Thank you
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I and my wife have Direct federal loans for graduate school with MOHELA. Earlier this month I logged in to confirm auto payment was setup and the amount was correct, and it was the same as it was when we last paid in 2020. On XX/XX/XXXX I received an email they had " updated '' our XXXX plans. The letters in their system both show XX/XX/XXXX but if you open it, it is dated XX/XX/XXXX. They had us both set at the exact same rate which was double what it was before. Her repayment starts on XX/XX/XXXX and mine on XX/XX/XXXX.
Upon looking into this, what happened to me ( and essentially EVERYONE in this situation, if you look on their XXXX or for example this XXXX XXXX : XXXX : XXXX ) is they processed every conversion from REPAYE to SAVE as if they were a single borrower with a family size of 1, yet used the married AGI for income. You can easily show this by entering the information in the studentloan.gov sites calculator as if you had that AGI but were single and getting the number they came up with.
On Monday XX/XX/XXXX I spent XXXX hours and XXXX minutes on hold, only to have the guy tell me I was in the wrong department and he had to transfer me. He refused to answer more questions about which department, what option I did wrong, etc. I sat on hold another XXXX minutes before having to leave. On Tuesday XX/XX/XXXX, this morning at XXXX XXXX, I was able to get in pretty quickly, have the staff agree it was a mistake, recalculate it themselves and come up with an amount closer ( XXXX still XXXX $ higher each, when this plan is supposed to be cheaper, despite the AGI for our family essentially being the same ). Because this is so soon before our payments are due, they also were putting us into a forbearance to avoid next week/week after payments at the much higher rate.
We are both on Public Service Loan Forgiveness plans, and per their site here : https : //studentaid.gov/manage-loans/forgiveness-cancellation/public-service # qualifying-payments administrative forbearance for collecting supporting documentation should count as qualifying payments, however MOHELA was saying they wouldn't.
But for the actions of MOHELA in both A : not properly calculating the amounts and B : not attempting to do this until 11 days ( XXXX business days ) prior to the due date, I would have made a payment and gotten PSLF credit. I don't feel we should be penalized/negated due to their mistakes.
Furthermore, after all of that hold time, there is acknowledgement on my account that an IDR recalculation was submitted, but not on my wife 's. Neither have anything about forbearance and both still show we are paying the ~double price next month. I'm hoping with time this corrects but I really don't want to have to call back.
MOHELA is clearly not ready for payments to restart, as demonstrated by the dozens of people replying to my comments on reddit in the exact same situation, not to mention the hundreds of other posts I saw on their and XXXX saying the same.
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| 03/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello, I understand that it was stated by Mohela that both the PSLF waiver and the IDR waiver have been applied to my account but I am unsure as to why my remaining 15 ineligible payments did not count towards payments/ PSLF payments. I have requested the loan coding from Mohela via email for the times that have not counted towards payments up to this point but have not received an answer but this is what I have from Federal Student Aid. XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance I was told by a XXXX representative that some of the deferred payments were coded as unemployment deferment even though my employment is approved for this time. I was also told that the other deferred payments were coded as " hardship deferment ''. I did not request any of this deferment because I qualified for and was told I was on a {$0.00} payment plan at the time. ( I have turned in tax return information to Federal Student Aid to prove this. ) I am also unsure why these 4 months of forbearance did not count when I had other months that did. I was also told by a Mohella and a XXXX representative that these months were coded as a admin forbearance. According to the PSLF and IDR waivers these deferments and forbearances should be added as qualifying to my account : " ED will conduct a one-time account adjustment to borrower accounts that will count time toward IDR forgiveness, including any months in a repayment status, regardless of the payments made, loan type, or repayment plan ; 12 or more months of consecutive forbearance or 36 or more months of cumulative forbearance ; months spent in ECONOMIC HARDSHIP or military deferments after XXXX ; months spent in any deferment ( with the exception of in-school deferment ) prior to XXXX ; and any time in repayment on earlier loans prior to consolidation of those loans into a consolidation loan. '' Also, I am concerned that my ineligible payments are not showing up on my 2 consolidation loans. If this is a one time adjustment, those not eligible payments should be on those loans so they can be adjusted as needed or so I have the option of making back payments during the upcoming Hold Harmless adjustments that should be applied on XX/XX/XXXX. " Borrowers will be able to access a hold harmless option to have other periods of deferment and forbearance potentially counted toward PSLF if they make payments equivalent to what they would have owed at the time. This includes getting credit for periods during which the borrower would have had a {$0.00} payment. " I have complained several times and always get a generic letter stating the number of payments I have at the time but my question is why have these other payments remaining to show ineligible?
Thank you
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| 11/17/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American, Servicemember |
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I word as a XXXX XXXX and worked most of my career in XXXX XXXX XXXX. I enrolled in the Public Service Forgiveness Program, a program offered through the Education Department to have my loans dismissed after working for a non profit community health center which required yearly verifications. I met the criteria and in XXXX but do to the COVID pandemic the dismissal of my student loans was delayed. During COVID my loans were transferred to MOHELA. I received multiple emails and letters from MOHELA stating that my loans had been forgiven and that by the end of XXXX they ( MOHELA ) would be reporting to all three credit agencies that my loans were, " PAID IN FULL. '' I have been in the process of trying to buy a new home but was told due to the amount owed on my student loans that my loan amount to purchase would be lowered until it was reported that they were paid in full. I looked at all three credit bureaus, XXXX, XXXX, and XXXX on XX/XX/XXXX and saw that MOHELA did not notify them that the accounts were paid in full. We are looking at over {$250000.00}. I filed a dispute with all three agencies. On XX/XX/XXXX I woke up to multiple emails from credit card holders and from XXXX stating that MOHELA had reported that the loans were in default and that they were paid for less than owed and my credit score which I have worked a lifetime to build dropped from Exceptional to Needs Improvement. Which is not at all the truth.XXXX had dropped my credit score a total of XXXX points from XXXX to XXXX, completely derailing my home buying ability and some of my credit card companies froze my credit use. I immediately called MOHELA and was informed that they had not given that information to XXXX and that my loans showed paid in full. I inquired as to why this wasn't reported, as stated, to the three credit bureaus and was told by the person I was talking to they would have to transfer me to a supervisor. I waited online for an hour and then was told I would be transferred only to be sent back to beginning of the que. I hung up and called XXXX and inquired as to how they reached this decision in two days based on my dispute. Again they falsely stated that MOHELA had provided the information to them. I informed them I had just spoken to MOHELA and asked if they had read the letters I provided to them with my dispute to which they said an investigation was ongoing into my dispute. I requested that given an investigation was in process to drop the language on my credit report and restore my credit score. I even informed them that I am a Veteran and was in the process of trying to buy a home and my lender XXXX had just frozen that process. They refused to restore my credit score and several of my credit cards were frozen as a result of their mishandling of my dispute. I'm asking that you investigate their practices involving my dispute and help me recover what has taken a lifetime to build which was my exceptional credit rating.
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| 12/19/2019 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I have a variable interest rate loan with the interest rate tied to one-month LIBOR, as described on Page 3 of my loan 's promissory note : " he variable interest rate is based on the 1-month London Interbank Offered Rate ( LIBOR ) ( currency in U.S. dollars ) that was published on The XXXX XXXX XXXX 's website ( or any generally recognized successor method or means of publication ) on the XXXX day of the calendar month immediately preceding each " Change Date '', as defined below. If LIBOR is no longer available the servicer will choose a comparable index. The interest rate on my loan will change as described below throughout the life of my loan until all amounts owed are paid in full ( whether before or after default, and whether before or after the scheduled maturity date of my loan ). My variable interest rate and Annual Percentage Rate ( APR ) will increase or decrease if 1-month LIBOR described above changes. The variable interest rate is calculated by adding the margin stated at the top of this Note to the 1-month LIBOR index published on the XXXX day of the calendar month immediately preceding each Change Date, as defined below, rounded to two decimal places. ( If the XXXX day of the month is not a business day or is a holiday, the reference date will be the most recent date preceding the XXXX day of the month that is a business day. ) The variable interest rate will change on the first day of every calendar month ( " Change Date '' ) if 1-month LIBOR changes. '' So, per the terms of my Promissory Note, for a given month, my interest rate is determined by rounding the rate published in the XXXX XXXX XXXX on the preceding XXXX of the month to two decimal places. Effective XX/XX/2019, Mohela, my loan 's servicer, is showing my loan 's effective LIBOR rate as 1.71 %. However, the rate published by the XXXX XXXX XXXX on XX/XX/2019 was 1.70275 % ( emphasis added ). The rate can be easily verified by visiting any local library and/or contacting the XXXX XXXX XXXX. Rounding this amount, per the terms of my Promissory Note, results in a rate of 1.70 %, not 1.71 % as is currently being applied. I have contacted Mohela multiple times about this matter and they state that, even though my loan is not being serviced in accordance with the terms of my promissory note, there is nothing that they can do to change the interest rate. Despite my insistence that they research this further and asking to have the issue escalated, Mohela is giving me the runaround. This is completely baffling to me - I am not the only one affected by this issue and I can not understand why a student loan servicer would be so apathetic when an error is pointed out.
I would like the CFPB 's help in compelling XXXX XXXX / Mohela to service my loan correctly which, in this case, means retro-actively adjusting my applied interest rate to 1.70 % rather than 1.71 % for the month of XXXX, as well as doing the same for ALL affected customers.
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| 02/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I submitted a complaint on Saturday XX/XX/XXXX regarding this issue with the DOE but I called MOHELA to discuss -- once again -- being given the wrong information and instructions. XXXX or XXXX with Mohela told me to go to the FSA site on XXXX XX/XX/XXXX and complete an add a loan form to combine the direct loans they received from XXXX XXXX. I received notification from Mohela regarding the transfer on Saturday XX/XX/XXXX! I knew they transferred because I received notification from XXXX XXXX and went on Mohela 's site and saw they were there. The add a loan form says you can only add a direct loan to a consolidation loan within 180 days. My consolidation loan was processed on XX/XX/XXXX. 180 days would have been XX/XX/XXXX! Mohela didn't even have possession of the loans for me to request they add the loans! I've been begging Mohela to obtain the direct loans from XXXX XXXX since this past summer. They only recently requested them and we had to get a supervisor to get that done! Is it my fault that they didn't receive them until after the 180 day cut off date? They knew about the direct loans at XXXX XXXX for months and did nothing! I called today and discussed with the first MOHELA agent who spoke with a supervisor and said she tried to advocate for me but the supervisor said " there is nothing they can do. '' Really? I am beyond frustrated! I'm sick and tired of being given the incorrect information and having set backs as a result. I know there is someone who has the authority to overturn this terrible decision.
I recently spoke with an Aid-Vantage representative XXXX on XX/XX/XXXX who sent a message to, I believe she said XXXX. I had XXXX a supervisor with Mohela on the phone with me and she has opened a case at Mohela as well as DOE. Ive sent XXXX XXXX complaints. XXXX explained that I could have filled out the add a loan form while the direct loans were still at XXXX XXXX, but the only way I found that out is by asking today. I was wrongly instructed by Mohela when inquiring about having the direct loans from XXXX XXXX transferred over that I didnt have to worry about it that they would request them and that the loans could be added together to reflect them same counts. Its not my fault that I inquired about it when I noticed that they were not combined and was told to still complete an add a loan form last Friday, only to see on the form I had 180 days from XX/XX/XXXX. It would have been impossible to know, as I didnt even get notice from Mohela until last Saturday. It was already too late. Its almost like they do it on purpose. I actually had the Mohela XXXX tell me she was advocating for me in XXXX breath, then basically telling me DOE didnt give instructions to add direct consolidation loans together ; probably because they do not want us to be able to get the earliest counts with more recent loans, however, I know it couldve been done had MOHELA not given me inaccurate information..
|
| 04/18/2016 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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Dear sir or madam : I am writing you to complain and ask for your assistance regarding my current student loan servicer : Mohela. My federal student loans have been serviced by Mohela since approximately XX/XX/XXXX. I have renewed my application for IBR every year and on time. I have made every payment on time. I am a federal employee and I will be seeking Public Service Loan Forgiveness after 10 years XXXX/120 on-time payments.
This year, I did not receive my taxes back from my accountant until XXXX/XXXX/XXXX. Mohela posted a link on my account 's webpage stating that I would have to renew my IBR plan before it expired and that to do so in a timely fashion, I would have to submit the documents by XXXX/XXXX/XXXX. Thinking that I would have to submit my taxes by upload to Mohela like previous years, I went to do so on XXXX/XXXX/XXXX. The link on my account was broken. I sent Mohela an email on XXXX/XXXX/XXXX, after waiting to see if the link was fixed. Mohela replied to me on XXXX/XXXX/XXXX, that I would be unable to submit my documents like I had done for the last 3 years and would need to do so through studentloans.gov. This website requires me to get a PIN and identity verification that can take from 1-3 days. ( I would also like to point out that the link still remains on my Mohela account profile stating to " click to renew my IBR plan since it is expiring '', but that the link redirects back to my " account home '' and does NOT provide any information about how to actually renew my IBR. I *only* found out how to do so by calling them today XXXX/XXXX/XXXX. ) While I am totally comfortable with submitting my current taxes through XXXX, I am complaining because AT NO TIME did Mohela inform me that I would have to submit my renewal in a different manner that would require me to wait an additional 1-3 days. Today is already XXXX/XXXX/XXXX. My concern is that because of Mohela 's failure to inform me about the new manner of renewing my plan, I will be very close to the XXXX/XXXX/XXXX deadline to renew my student loans. I keep track of all of my finances, including my student loans, like a hawk. This is cutting it too close for me and I fear that due to some unforeseen circumstance I will be unable to submit the documents by the deadline.
I have had problems with Mohela before including their failure to notify customers of any changes or differences in their loan or their repayment renewal process. I had previously called Mohela in XXXX just to check on my loans and they told m that I would not have to submit the renewal paperwork until XX/XX/XXXX. I only knew that I had to submit the renewal documents on XXXX/XXXX/XXXX because I am very vigilant about my loans and taxes. I do not trust Mohela to be fair regarding their loans and I suspect that these repeated instances of misinformation are to get students to " miss out '' on Income-driven repayment plans and/or Public Service Loan Forgiveness.
|
| 08/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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To Whom It May Concern, I am XXXX XXXX, and I am writing to formally file a complaint against Mohela, with whom my account number is XXXX.
Mohela currently manages my federal student loans. I am actively participating in the Public Service Loan Forgiveness ( PSLF ) program. In XX/XX/XXXX, Mohela contacted me, notifying that they had taken over the management of my loans from XXXX. They further indicated that my loans were listed under school deferment. This was surprising, as I never requested this status. I immediately asked for this deferment to be removed and for my loans to be shifted back to the COVID forbearance.
I clarified that since XX/XX/XXXX, I have been enrolled part-time in a XXXX 's program at XXXXXXXX XXXX XXXX which is fully sponsored by my employer. Furthermore, I have been working full-time and hence have no need for a deferment. Mohela promised rectification but failed to act accurately.
Following events have raised serious concerns : Inaccurate Communication and Actions : XX/XX/XXXX : Received a letter from Mohela confirming the removal of the in-school deferment for the period from XX/XX/XXXX to XX/XX/XXXX and approving the COVID-19 Emergency forbearance starting XX/XX/XXXX.
XX/XX/XXXX : Another letter from Mohela reported only XXXX qualifying payments for the PSLF, six payments less than my count. They had also reverted my status to in-school deferment.
XX/XX/XXXX : Despite assurances in XXXX, Mohela claimed the period from XX/XX/XXXX to XX/XX/XXXX was ineligible for PSLF due to the school deferment status. Upon another request, they agreed to correct it, adding that I should complete an in-school deferment waiver form to avoid future discrepancies.
End of XXXX : Received letters confirming the removal of deferment and approval of COVID-19 forbearance, as well as an update on my qualifying payments for PSLF, now listed as XXXX.
XX/XX/XXXX : Yet again, I was informed of being put under in-school deferment. They reduced my PSLF qualifying payments to XXXX. I promptly uploaded the requested waiver form and reiterated my request.
XX/XX/XXXX : A letter from Mohela stated I had made XXXX payments.
XX/XX/XXXX : I was informed my loans were being considered for forgiveness. Yet, on XX/XX/XXXX, the website showed only XXXX payments and a reinstated in-school deferment for XX/XX/XXXX to XX/XX/XXXX, contradicting their prior communications.
Suspected Malpractice : Considering the inconsistencies in Mohela 's actions and communication, especially with my loans due to resume repayment on XX/XX/XXXX, I am compelled to believe that these actions might be deliberate attempts to delay or deny my loan forgiveness and accrue further financial gain.
Attached are all pertinent documents highlighting the correspondence between Mohela and me, which underscore the aforementioned issues.
I earnestly hope this matter is looked into with urgency and rectified.
Regards, XXXX XXXX.
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| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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My servicer is MOHELA. As of XX/XX/XXXX, I had my last remaining payment to qualify for PSLF. Prior to this, I submitted an employer verification form, believing it would be helpful to expedite the process. I updated all information leading up to my payment being due XX/XX/XXXX for automatic withdrawal. However, the payment did not go through. When I logged in, I saw that I was placed on Forbearance -- one I did not ask for. This happened at a previous time in XXXX as well, when I was placed in a forbearance despite not asking for it. I called MOHELA, and they said the issue would be resolved within 5 days. It was not. I called again, and it was iterated again it would be resolved within 5 days. It was not. I called again as it was nearing the end of the month and I wanted to make a payment. I was told it would be resolved by the final day so I could make a payment. It was not. I called on XX/XX/XXXX, and spoke to a supervisor. She indicated that she agreed with my assessment that I was being punished for a mistake by MOHELA, but I would not be able to make the payment. She said she would move it to her supervisors and it would be resolved by week 's end. Today, XXXX, my payment should have gone through for automatic withdraw. It again was not withdrawn, and I saw I was on forbearance, and that the forbearance was extended another 30 days.
I did send a written request as well on XX/XX/XXXX regarding this issue, beyond the phone calls. I explained the situation and request that I be taken off of forbearance. Literally minutes ago from writing this, on XXXX, I received a message saying " Our records indicate that you had called in and spoken to XXXX of our Customer Service Representatives regarding this inquiry. We will assume the inquiry has been handled. '' Despite there being a CLEAR indication that I am still in forbearance and that this hasn't been resolved. Again, MOHELA has shown incompetence, the inability to read or to do any investigation or digging, or to seek to help their customers. Despite now having contact with them 6 times in the last month, I've been either treated as a number and money, told different information, or deceptively promised this would be resolved. It has not been resolved.
At no point in time did I request his forbearance. I have actively tried to resolve this issue and actually BEGGED to make my payment. I continue to be told different information by each individual I speak with, and then promised it will be resolved. And every time I continue to be punished for a lack of competency, timeliness, or attention. It is beyond frustrating that I was already place on a forbearance and not allowed to pay and then punished twice, but now this is a THIRD instance.
I also requested to make a payment so it would count as my XXXX payment, but I was told multiple times I could not make a payment and that it would not count toward my public service loan forgiveness.
|
| 05/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
In XX/XX/XXXX my loans were transferred from XXXX to Mohela. Once they were transferred, I submitted my Employment verification form under the temporary waiver on XX/XX/XXXX to meet the XX/XX/XXXX deadline. I received notification from Mohela on XX/XX/XXXX my form was missing information. I called Mohela shortly after ( I think XX/XX/XXXX ) and spoke with XXXX XXXX employee ID XXXX ) who verified there was no missing information and he would resubmit it with those notes and that " it should '' still be considered as on time for the XX/XX/XXXX deadline. I received notification from Mohela on XX/XX/XXXX that I was not yet eligible for forgiveness. At that time they also provided me with an updated PSLF loan count, which was incorrect. Fine, not eligible under the waiver, but I needed my PSLF loan count to at least be correct.
Before my loans were transferred away from XXXX I had them provide me with an updated PSLF count. The XXXX count showed that Loan Sequence 7 & 9 would be eligible for forgiveness XX/XX/XXXX, Loan Sequence 11 & 12 in XX/XX/XXXX, and Loan Sequences 1-6, 8 & 10 in XX/XX/XXXX. Mohela 's dates were off by more than 12 months, thus extending how much longer I had before I would be eligible for forgiveness.
I have only had two employers the past 10 years and with no gaps in employment and have verified my employment every year and always made qualifying payments under the right payment plan.
I called Mohela XX/XX/XXXX to attempt to have this fixed - I spoke with XXXX ( employee ID XXXX, in training ) and went through each loan sequence in detail and reviewing my employment dates to verify the correct counts - she said it would take 10 days to receive an updated count on the website but that it looked correct on her end after we spoke. I then waited a couple days and submitted an updated Employment Verification Form on XX/XX/XXXX verifying my employment with my employer through XX/XX/XXXX so that they could verify Loan Sequence Loan Sequence XXXX & XXXX would be eligible for forgiveness XX/XX/XXXX, Loan Sequence 11 & 12 in XX/XX/XXXX. Instead I received notification that I submitted a duplicate form, which was incorrect, it was not duplicate. So I called Mohela again on XXXX and spoke with XXXX XXXX employee ID XXXX, in training ) who confirmed my form was not duplicate and that on XX/XX/XXXX I should see the updated/corrected PSLF counts XXXX that should reflect what I had from XXXX ) and that my XX/XX/XXXX form would no longer say Duplicate and instead Processing. on XX/XX/XXXX I received notification from Mohela that I was not eligible for forgiveness yet ( even the ones I should be ) and the updated count they gave was again incorrect. I am on the phone with them again trying to get this resolved. This madness needs to stop. I have had only two employers without gaps in employment and verified my employment every year and have always made the eligible payments.
|
| 04/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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On XX/XX/XXXX, I filed Complaint # XXXX regarding an issue with refunding student loans paid during the COVID-19 forbearance period. I filed the complaint against my prior servicer, XXXX XXXX, who responded that they were not responsible for my refund and the case was closed on XX/XX/XXXX, seemingly without anyone from the CFPB reading my complaint or the response.
Request was made on XX/XX/XXXX with XXXX to refund all student loans paid during COVID-19 forbearance period ( XXXX XXXX ). Call reference number was # XXXX. I was advised on a call two months later that I would not be able to get my student loans refunded because I paid select loan sequences in full, which I later learned was a false statement. In XX/XX/XXXX I learn that my loans are being transferred to Mohela and received an email on XX/XX/XXXX that the transfer process had began. On XX/XX/XXXX, I saw that my account had now reflected my current balance and contacted Mohela to initiate the refund process. I was told it would take 60 days. I called several times over the course of 60 days for updates, and never received any update. After 60 days, I called Mohela and was advised that the wait would now be 90 days following the influx of forgiveness applications from late XXXX following the President 's executive order. Called after 90 days from original request ( late XX/XX/XXXX ) and told loans were still in process. Was just advised today by a supervisor after being on hold for two hours and forty-five minutes that Mohela could not initiate the refund request because the loans were paid off through XXXX, not Mohela. This was the first time I received this information despite calling well over twenty times since original request was made on XX/XX/XXXX. I was directed to call XXXX. I contacted XXXX three times today, XX/XX/XXXX, and each time I call, I receive an automated response that my loans were transferred to Mohela, and I can press zero for further guidance. All three times the call was dropped. I filed the complaint with CFPB # XXXX and XXXX responded that this was Mohela 's XXXX, but Mohela claims the loans were paid off while they were serviced with XXXX, so Mohela isn't responsible.
On XX/XX/XXXX, I filed complaint # XXXX against Mohela upon learning that Mohela was indeed responsible for initiating the refund request as my new servicer. On XX/XX/XXXX, Mohela responded to the CFPB complaint advising that my refund request had been processed as of XX/XX/XXXX. IT IS NOW XX/XX/XXXX, AND I HAVE YET TO RECEIVE MY COVID-19 REFUND.
Upon investigation from the Department of Education OMBUDSMAN, I learned today that the Department of Treasury has been ready to issue payment for 60 days but has yet to receive information requested from Mohela. That is completely unacceptable and Mohela must be held accountable for its gross failure in handling this matter for the past 9 months.
|
| 03/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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Consolidated loans in XXXX. Working for PSLF-qualifying employers since then. Reached 120 eligible payments in XX/XX/XXXX.
Loans previously services by XXXX, transferred to Mohela in XX/XX/XXXX, with payment counts gradually updated to the account. As of XX/XX/XXXX, account reflected >120 eligible, 110 qualifying. I submitted my last ECF form on XX/XX/XXXX to certify the last 10 months of employment and apply for PSLF. On XX/XX/XXXX the form was processed, but my payment counts were not updated. I called Mohela customer service on XX/XX/XXXX and was informed that the form was processed and that my payment counts will update, but that it could take up to 30 days. She stated that I just need to " be patient '' and I will receive a letter when the payments are updated to reflect the form. On XX/XX/XXXX, I received a letter from Mohela stating that I am not eligible for PSLF. The letter stated that I had the same 110 qualifying payments. The same letter listed the end date for my current employer as XX/XX/XXXX, which is the date I submitted a prior ECF for this employer ( in other words, the XX/XX/XXXX form is still not reflected ). I called Mohela again XX/XX/XXXX and was told by the representative that the form was approved and had the correct dates, so my payments will update within the next few weeks and the loans will automatically be sent to Dept of Ed for loan discharge at that time. They stated that process will take an additional 90 business days before they get approval from Dept of Ed, then an additional 90 business days before the loans are fully forgiven and cleared from Mohela site.
Today ( XX/XX/XXXX ) I logged in to the Mohela chat feature because I felt I should get this information in writing. This time I was connected to XXXX, who informed me that the XX/XX/XXXX ECF was actually NOT approved and that is why my payments are not showing as qualifying. She also stated " however I do not see anything wrong with the application '' and will submit the form to a supervisor for review, which will take up to 14 days to process. I asked how to follow up with the supervisors directly, and was told to wait and I will receive a notice when the review is complete.
At this point, I have worked in public service and made income-based payments for over 10 years. I have been eligible for loan forgiveness for 5 months. I submitted appropriate documentation almost 3 full months ago to satisfy requirements for loan discharge. After taking 2 months just to process the form, they gave me false reassurance twice about the processed form that further delayed my application by an additional month ( 2 weeks since being processed with zero communication that the form was actually rejected until I logged into the chat today, an an additional 2 weeks for supervisor review ). Even the XX/XX/XXXX letter does not state that the XX/XX/XXXX form was rejected.
|
| 04/20/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
|
|
Web |
|
|
I received a form notifying me that my IDR recertification was due on, or before, XXXX / XXXX / XXXX . My payments are due on the XXXX of each month and the payments are auto-debited from my checking account. My XXXX payment was withdrawn and applied on the XXXX as scheduled. Contemporaneously thereto, I submitted my recertification request, which was incorrectly processed by MOHELA ( i.e., the processor failed to see that the XXXX were included at the end of the application and improperly denied me ). I called to discuss after receiving the rejection notice. The customer service representative, " XXXX '', reviewed my application and assured me that it was complete. He indicated that he would resubmit it for processing, that the payment would be recalculated, and that I would be receiving notice of the new payment, which would begin on XXXX / XXXX / XXXX . Today, I received an email indicating that my payment was past due. I logged onto my account and realized that MOHELA must have recalculated my payment and retroactively applied it to XXXX without providing a bill or any notice. This evening, I again resubmitted my complete application with the following message : You raised my payment without sending me a bill or any notice. My last bill showed that XXXX was going to be automatically withdrawn on XXXX / XXXX / XXXX . It was withdrawn as scheduled. Shortly thereafter, I submitted my recertification application for the XXXX plan with signed tax returns for my wife and I. This was due on, or before, XXXX / XXXX / XXXX . Nonetheless, it was wrongly denied as incomplete. I called MOHELA to discuss. I was escalated to a manager and spoke with " XXXX . '' XXXX reviewed my application over the phone and assured me that my application was complete, but processed incorrectly. He advised me that it would be resubmitted for processing, my payment would be recalculated and that my new payment would be withdrawn on, or about, XXXX XXXX , XXXX . However, today I received an email message that my payment was past due. It appears that my payment was recalculated and applied retroactively without providing me any notice. Tonight, I again uploaded my recertification for IDR, which was not due until XXXX / XXXX / XXXX . Please correct this error immediately and ensure that I will be billed the appropriate amount of {$160.00} through XXXX / XXXX / XXXX . Also, please confirm that my XXXX XXXX payment will count toward forgiveness despite your servicing and billing errors. For your convenience, I have again attached my recertification to this email. I will be contemporaneously filing a complaint with the CFPB as what you have done is an illegal billing practice ( i.e., changed my payment and applied it retroactively without notice ). Again, please call me to confirm that this is being resolved.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am writing to express my utmost dissatisfaction with the recent experience I have had with Mohela. I am a customer with and I have encountered a series of issues that need immediate resolution.
The problem started when I received a notice from Mohela indicating that my automatic withdrawal was approved. In light of this, I contacted the customer service department to confirm and ensure that the necessary steps were in place to process this transaction correctly for the month of XXXX and was told that it would take effect in XXXX and no payments on my end are needed via manually. Unfortunately, I have faced significant challenges in trying to rectify this situation.
Over the course of XXXX weeks, I called your customer service line XXXX times, waiting for extended periods on hold, which lasted over XXXX hours during each call. To my dismay, the representatives I spoke with on these occasions not only failed to resolve my issue but also claimed that they had no record of my previous calls. The level of inefficiency and inconsistency in your customer service is truly disappointing.
Additionally, during XXXX of these calls, I requested a change to my due date in order to accommodate the miscommunication and error that Mohela had caused. Regrettably, I was met with further frustration. After an additional hour on hold, I was informed that my request would not be approved, and my request to escalate the matter were refused. This blatant disregard for my situation is not only unprofessional but also unacceptable, given the circumstances.
I understand that errors can occur in any organization, but the way these issues have been handled Mohela 's customer service department is nothing short of frustrating and unacceptable. As a customer, I rely on accurate information and efficient support to manage my financial obligations.
I kindly request that you take immediate action to rectify this situation. I expect the following : An investigation into the handling of my previous calls and the recording of customer interactions.
Approval of my request to change my due date effective immediately to accommodate the miscommunication caused by Mohela.
Improved training for your customer service representatives to ensure that such errors are minimized in the future.
An apology for the inconvenience, frustration, and wasted time I have experienced during this ordeal.
I urge you to address this matter promptly. If no resolution is reached, I will be forced to escalate this complaint further, including reporting my experience to relevant consumer protection agencies and seeking legal advice.
I hope we can resolve this issue amicably and avoid any further complications. I look forward to your prompt response to this complaint. Please contact me at [ Your Phone Number ] or [ Your Email Address ] to discuss the resolution of these issues.
|
| 12/08/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I filed Complaint # XXXX regarding this issue on XX/XX/XXXX. XXXX XXXX responded and the Complaint was closed on XX/XX/XXXX, without absolutely no progress towards my initial complaint. Did anyone even read my initial request?
Request was made on XX/XX/XXXX with FedLoans to refund all student loans paid during XXXX forbearance period ( XXXX XXXX ). Call reference number was # XXXX.
I was advised on a call two months later that I would not be able to get my student loans refunded because I paid select loan sequences in full, which I later learned was a false statement.
In XX/XX/XXXX I learn that my loans are being transferred to Mohela and received an email on XX/XX/XXXX that the transfer process had began.
On XX/XX/XXXX, I saw that my account had now reflected my current balance and contacted Mohela to initiate the refund process. I was told it would take 60 days. I called several times over the course of 60 days for updates, and never received any update.
After 60 days, I called Mohela and was advised that the wait would now be 90 days following the influx of forgiveness applications from late XXXX following the President 's executive order.
Called after 90 days from original request ( late XX/XX/XXXX ) and told loans were still in process. Was just advised today by a supervisor after being on hold for XXXX hours and forty-five minutes that Mohela could not initiate the refund request because the loans were paid off through Fedloans, not Mohela. This was the first time I received this information despite calling well over XXXX times since original request was made on XX/XX/XXXX. I was directed to call Fedloans.
I contacted XXXX XXXX times today, XX/XX/XXXX, and each time I call, I receive an automated response that my loans were transferred to Mohela, and I can press XXXX for further guidance. All three times the call was dropped.
I filed the complaint with CFPB # XXXX and Fedloans responded that this was Mohela 's responsibility, but Mohela claims the loans were paid off while they were serviced with Fedloans, so Mohela isn't responsible.
I filed a complaint with the Department of Education OMBUDSMAN on the same day and received case # XXXX. I call everyday only to hear that as of XX/XX/XXXX my case still is not even assigned to anyone.
Both Mohela and XXXX seem to agree on one : The Department of Education must submit the request to Treasury for the loans that were paid in full. The money is all coming from the same place, so it really does not matter who is responsible for making the request, I just want my money, I have a legal right to it pursuant to the CARES Act and subsequent Executive Orders, and I need it before the end of this year.
I would appreciate a phone call from someone that can actually assist me with resolving this issue because I am baffled by how poorly this is being handled.
|
| 07/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
In XX/XX/2022, after XXXX university has been brought up on charges, I came forward to my complaint with the school. I applied for the loan forgiveness program based on the fact that my high school diploma was not a credited diploma. I got the diploma online at XXXX XXXX XXXX XXXX which i found out later was a fraudulent school. XXXX university knew this because while applying for the loans, this issue came up. However, the school still allowed me to attend anyways which destroyed my life! The school also forced me into signing up that day. Said if i didn't, I would not get their deals and promotions or a guaranteed seat in the classrooms. I had 2 different applications in 1 for borrower of defense which i applied because they pressured me into signing up, and also told me my grants would cover the cost of my tuition which was a lie! I struggled to pass my courses because of a learning XXXX i had all my life. If you look at my transcripts, you will see i attempted to retake failed courses which ended up raking up my tuition. My second application which is the one i am complaining more about is the False certification ability to benefit application. Since my high school diploma was fake, my loans by law should be dismissed due to XXXX university overlooking the fact that i had no credited high school diploma at the time of signing up which is illegal! By law, you can not enroll in school without a credited high school diploma. Mohela is refusing to properly process my application! They keep shutting me down with no explanation whatsoever! They keep denying my application the day they receive it telling me they did no investigation whatsoever on their part and is just denying it for no reason! I have just as many rights to have my loans forgiven like any other students did. The fact is that XXXX did me wrong and is not fair to me to make me suffer for the rest of my life for their mistakes! I think the laws are also unfair where you can't file bankruptcy on a student loan that is more than 10 years old! This is not fair either. I have no intentions of ever finishing school. I ended up resigning without a degree of anytime due to my learning XXXX i have. By law, these loans should be forgiven due to the fact that i never had any kind of credited high school diploma. I submitted the application to mohela twice, and they keep refusing to do any kind of investigations on it! Keep signaling me out. I will take this to court and sue Mohela for violating my rights as a student! This is not fair to me that i was mis treated at XXXX and should not have to pay for their mistakes. I just reapplied for the loan forgiveness in XXXX, and again never investigated it just denied it for no good reason. I have a good case and will take this to court if i have to. I'm also planning to file charges against XXXX as well for fraud!!
|
| 01/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
In XXXX of XXXX, I called after my account was transferred to Mohela from XXXX. I was checking on whether all the documents had been transferred and if my loan forgiveness form was being processed. As I had one employer who would not sign the form for forgiveness I asked what paperwork I could submit to prove that I did work for the XXXX XXXX XXXX and that they were a qualifying employer. This is on the XXXX of XXXX. I was told that I a copy of my W2 's would suffice as proof of employment. The person I spoke with also checked with her supervisor to ensure that she was correct. I believe her name was XXXX. She confirmed that I would need to submit the W2 's for the years I worked for XXXX. I submitted the IRS W2 wage statement for these years. I also requested the payments I made during the covid pause be returned to me. I called again in XXXX around the XXXX to double-check that the document was received and that it would be enough for the forgiveness to be completed as XXXX was my 120 payment. I was told it was fine but the person who reviewed my account in XXXX did not review the IRS document and therefore I was only given a payment count of 80 months. She said she would resubmit the documents with a note on my account to ensure that the IRS form was looked at and it would take 60-90 days. I spoke with XXXX on the chat box today ( XX/XX/XXXX ) to ensure that my IRS document was being reviewed as I was near the end of the 90-day wait period. She informed me that this document would not count for forgiveness and that my request for forgiveness after 120 payments would not happen. I asked to speak with a supervisor and she gave me a phone number. I called the number after I was done speaking with XXXX and was informed after XXXX mins of them reviewing my account that this form was not correct and that I needed to submit paystubs from XXXX XXXX XXXX Having not worked for the XXXX XXXX XXXX for almost six years I no longer have access to the paystubs which were provided electronically at that time. I have been misinformed on multiple occasions by several people every time I speak to someone at Mohela. I have emailed the XXXX XXXX XXXX to get access to the paystubs from this time if they are available. I have received an email from XXXX payroll stating that the paystubs are not available but was told they will print a cumulative payroll report which will have the same information as the paystubs. I do not know if this will be accepted by Mohela as I was told today ( XX/XX/XXXX ) that only the paystubs from this time period will be accepted. I have done everything that was asked of me by this company and they not providing me with the correct information or any alternatives if I can not access my paystubs. My IRS document providing my W2 information from these years should be accepted as proof of employment.
|
| 02/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I submitted an application through mohela in XX/XX/XXXX under the XXXX program. At that time I submitted all information past employers and the consolidation information. On XX/XX/XXXX I updated my application that was received by mohela adding XXXX more employer. In XX/XX/XXXX I noticed on the website that I had to qualify and payments for removal and forgiveness of my loan. Mohela also sent me a letter stating that that was the case. In XXXX of 2022 I spoke to an XXXX XXXX XXXX he also left a message on my answering service noting that I had XXXX qualifying payments. I spoke with him again and early XX/XX/XXXX and was told that I had the qualifying payments but my loan was sent to the XXXX XXXX XXXX for XXXX. In XXXX I also contacted the XXXX XXXX XXXX and noticed that mohela did not submit my loans as previously stated. I called in several times and got conflicting information. I repeatedly ask why my account was now showing that I only had XXXX qualifying payments but in my inbox on the account it noted a letter that I received in PDF form that needed I had XXXX qualifying payments. I later contacted the chat and requested to speak with an unbudsman to support my case. The chat feature although it was activated to representatives XXXX and XXXX repeatedly removed me from the chat when I questioned the continuity of the information that I was being told. Often I call into mohela and I have a wait time of over XXXX hours. When I finally reach a representative I am told conflicting things about my loan. Initially my loan was said to be resolved within XXXX XXXX of the XX/XX/XXXX date. That has not happened my loan has not been addressed the errors have not been addressed and my loan continues to sit. Not counting my payments towards forgiveness. On XXXX the XXXX XXXX I again attempted to contact mohela waiting on the phone for a very long time. As a result I contacted the chat the chat feature and spoke to a representative who just gave me answers that were not specific to my case but XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I repeatedly asked to speak to a supervisor and then that representative relegated me to the XXXX number which I told her was over an hour 's wait. At this juncture I would like mohela to update my qualifying payments, to send my account to the department of a for review of forgiveness, and to do the due diligence of contacting my employer 's for certification. Mohela has not completed this task since XXXX of XXXX well beyond the XXXX business day marker they have agreed to reach. I would like to also ask why mohela submitted a PDF to my inbox account noting that I had XXXX payment and XXXX qualifying payments, and then changed this? Where did they get this information and why is there an error now on my account saying that I only have two qualifying payments.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello, MOHELA is taking over 10 months to update my PSLF payment count prior to my consolidation and they don't understand the terms of the Limited PSLF Waiver Opportunity. They insist that they received my Loan Consolidation Application on XX/XX/XXXX when Federal Student Aid 's website confirms my application was sent to MOHELA on XX/XX/XXXX XXXX PM. MOHELA 's website now says the status " XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX ''.
My Loan Consolidation Application was sent to MOHELA on XX/XX/XXXX XXXX PM. Direct Consolidation Loan Application and Promissory Note OMB No. XXXX Signed on XX/XX/XXXX. I've been waiting over 10 months for the payments prior to the consolidation to update on the PSLF tracker payment count. When I called MOHELA XXXX XX/XX/XXXX and talked to XXXX ( ext XXXX ) and the escalation line XXXX ( ext XXXX ), they both insisted that my payments prior to consolidation wouldn't qualify because MOHELA received the form on XX/XX/XXXX.
I was on the phone for over an hour explaining that my application was submitted via the PSLF Online Tool on XX/XX/XXXX XXXX PM ; therefore, the waiver would qualify according to Federal Student Aids website ( https : //studentaid.gov/announcements-events/pslf-limited-waiver ), " I submitted a consolidation application by the deadline, but the processing of my consolidation was not completed by XXXX XXXX, XXXX. Am I eligible for the benefits of the limited PSLF waiver? If you have FFEL, Perkins, or other loan types that are not Direct Loans, your consolidation application must have been submitted online through StudentAid.gov by XXXX XXXX XXXX XXXX on XXXX XXXX, XXXX, in order for you to receive the benefits of the limited PSLF waiver.
After explaining this multiple times, XXXX ( ext XXXX ) then said that MOHELA doesn't process my Loan Consolidation Application and Federal Student Aid will process the form and update the payment count prior to the consolidation.
This also is incorrect according to the Federal Student Aid website, " We expect that it may take at least 90 business days for MOHELA to process these forms. Many factors impact processing times, including if your loans were with another servicer and require a transfer to MOHELA, if the form had any missing fields such as an employer 's EIN, the number of PSLF forms we receive, and if we are reviewing your employer 's eligibility, among other factors. Once the processing is complete, it will take additional time for the servicer to make adjustments to your payment counts and apply discharges.
It is apparent that MOHELA doesn't understand the Limited PSLF Waiver Opportunity and is taking over 10 months to process my Loan Consolidation Application.
I would like MOHELA to update the PSLF payment count prior to the consolidation of my loans.
Thank You, XXXX XXXX XXXX
|
| 09/17/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
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Web |
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I, XXXX XXXX XXXX, am writing to formally register a complaint and seek redress regarding my participation in the Sweet vs. Cardona Borrowers Defense Class Action Settlement ( Application Number # XXXX - XXXX XXXX XXXX [ XXXX ] ). I believe my case merits special attention due to the following facts : I am addressing the inclusion of the following tradeline on my credit report : - Account Name : MOHELA/DEPT OF ED - Account Number : XXXX - Loan Award ID : XXXX - {$4800.00} - Loan Award ID : XXXX - {$7500.00} - Loan Award ID : XXXX - {$7500.00} - Loan Award ID : XXXX - {$13000.00} - Loan Award ID : XXXX - {$20000.00} I believe this tradeline violates the terms of the settlement agreement and consumer protection laws under the Fair Credit Reporting Act ( FCRA ). As a Sweet class member, I have the right to keep these loans in administrative forbearance until I receive a discharge or a decision on my application ( s ), as specified in the settlement terms.
I request that the credit reporting agencies promptly investigate this matter to ensure that my credit report accurately reflects my status as a borrower defense applicant in administrative forbearance. The FCRA and the settlement agreement require that my credit reports accurately represent my financial obligations and rights under the law.
As a Sweet class member, I have the right to keep these loans in administrative forbearance until I receive a discharge or a decision on my application : XXXX, as specified in the settlement terms.
I understand that the Sweet vs. Cardona Borrowers Defense Class Action Settlement is designed to address cases where borrowers have been subject to unjust treatment related to their student loans. Given the circumstances of my case, I believe it falls within the scope of this settlement.
I have reviewed the terms of the Sweet vs. Cardona Borrowers Defense Class Action Settlement, and I believe that my situation is directly related to the objectives and provisions outlined in the settlement. Therefore, I request a thorough review of my case to determine if I am eligible for reimbursement and restitution under the settlement terms.
Enclosed with this complaint, you will find supporting documentation : 1. Copy of Dispute Statement 2. Copy of Request for Enforcement of Settlement Rights to Privacy and Accuracy of Information ( Dept. of Education Letter ) 3. Copy of Borrowers Defense Class member participation and eligibility for administrative forbearance.
4. XXXX XXXX XXXX Misconduct, Misrepresentations, and Breach of Contract and Fiduciary responsibility claim evidence and copies of email correspondence.
5. Copy of your drivers license ( Proof of Identity ) 6. Copy of Bank Statement ( Proof of Address ) 7. Loan Details - Copies of XXXX XXXX credit report highlighting discrepancies.
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| 09/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I have been a full-time employee of the Social Security Administration for 18 years. As a public servant, I applied for Public Service Student Loan Forgiveness under the expanded rules in XXXX of XXXX. My application was not processed until XX/XX/XXXX.
While I am pleased that my loans were recently forgiven, Direct Loans, Mohela and the Department of Education each independently admit that the refund for my payments is incorrect. Unfortunately, nothing is being done. I have waited 60 days since informing Mohela of the error. No actions are being taken to correct the underpayment.
I obtained the attached documents from Mohela, my most recent student loan servicer. The highlighted payments shown on the attached documents were all made under the Direct Loan program. and qualify for a refund. Per the PSLF rules, all qualifying payments in excess of XXXX are to be refunded. Three issues are noted : 1. At the time of my PSLF, I had a total of 175 qualifying months. This exceeds the required 120 qualifying payment months by 55.
2. It is noted that a number of the qualifying months are credited due to deferments under Presidential initiatives implemented during the pandemic beginning in XXXX. I have identified those specific qualifying months. I understand that those are not literally " payments '' and can not be refunded.
3. Among the 55 excess qualifying months, there are more than 30 actual payments that I made to my prior servicer, Direct Loans. Their payment log, Mohela 's own document ( attached ) and my financial records all agree that I made these payments of exactly {$20000.00} beginning in XXXX of XXXX and that 100 % of those 30 payments were made under a qualifying federal student loan servicer.
Mohela indicated to me that this would be my refund amount.
In XXXX, I received a Public Service Loan refund check in the amount of {$4000.00}. I should have received {>= $1,000,000}. The balance I am owed is {$16000.00}.
There is another error.
According to Mohela 's letter dated XX/XX/XXXX ( attached ) Mohela indicates that I received the refund of {$4000.00} " due to making payments during the COVID-19 Emergency Forbearance. The attached copy of Mohela 's own record of my payments shows that this is inaccurate.
My last payment to Direct Loans was made on XX/XX/XXXX -a full three months prior to the day that the COVID-19 Emergency emerged. Mohela 's record of this payment is on page three of the attached payment register. It is the final entry under the " effective date '' column.
Being a public servant for the past 18 years has been a rewarding experience. Please assist me in getting this corrected as soon as possible as I need the refund for unanticipated medical expenses that have unfortunately arisen. Thank you for you attention to this matter.
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| 08/18/2020 |
Yes |
- Debt collection
- Private student loan debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Im becoming increasingly concerned with the servicing provided by MOHELA for my loan originated with XXXX. In XXXX they raised my variable interest loan up to 7.18 % from 3.55 % the previous month. I notified them of the error and it was corrected down to 2.98 %. I didnt want to make a big stink about it going up 4-5 % for a few days so I let that go after it was fixed.
Then in XXXX I applied for an economic hardship ( XX/XX/20 ) forbearance as a result of medical bills I received. They sent me the form via e-mail & instructed me to return it via my dual authenticated account online. After I completed the form and uploaded it as instructed, they denied the claim without cause communicated to me. I reached out & they indicated said without an actual signature they couldnt approve it. I asked them for alternatives because I dont have a printer and didnt think it made much sense for me to go to XXXX to pay for printing in the midst of a pandemic and while applying for an economic hardship forbearance. Further, working for a financial institution myself, I know theyve had months to figure out alternatives to solve for this exact situation so that customers dont have to leave their houses or interact with strangers in the midst of a pandemic.
Despite their lack of assistance, I was able to have my fianc print the form I needed to sign & uploaded it with the requested signature a few days later. It was submitted prior to my due date & I received notification of the forbearance being approved on XX/XX/20 the same way i became aware of the denial previously.
Despite the approval, they still took the money from my account. I called them and told them I needed the money & wouldnt be able to buy groceries unless it was returned. They told me they would process the refund immediately. A week went by, and my checking account was still over drafted because of the payment they took. I called back and they told me they actually HAD NOT processed the refund the week before, and would process it that day. At that point I reached out to my bank to file a dispute because the loan was in forbearance when they withdrew the money and i wanted the overdraft fees refunded also. MOHELA botched the refund, and have now the set my principle balance higher than its been since XXXX despite the fact that Ive been making interest payments all along. I should not have to pay interest on the same principle balance more than once as a result of their mistake. Ive asked multiple times for the balance to be returned to the amount quoted in the forbearance agreement.
Im concerned that their servicing contract with the federal government has made XXXX customers less of a priority for MOHELA, and operational errors like this are more likely to occur moving forward with any additional volume.
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| 04/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Hello, I have tried to reach MOHELA through Customer Service but this issue was not resolved because 1 ) I was hung up and 2 ) they put me through to a Supervisor and waited on hold but they had actually already closed. When you try to find an Ombudsman on MOHELA 's website there is no way to reach anyone. They used to have an Ombudsman link on their website but it has been removed. Below is an email that I tried to send but can not because they don't actually even have an Ombudsman. This email describes the horrible customer service and lack of competent employees they have answering the phones.
This was the email I tried to send them : My name is XXXX XXXX and I have student loans through MOHELA and would like to submit a formal complaint. I recently was switched to MOHELA and tonight I called at XXXX XXXX from my cell phone ( XXXX ) and spoke briefly with XXXX. I asked a question about why MOHELA sent me a form that says I have never paid any money toward my student loans. I had requested this a month ago due to being a member of a lawsuit called Sweet vs. Cardona. As a member of this lawsuit that was WON, I am entitled to reimbursement of payments made over the years. I requested MOHELA to send me a list of these payments several times and what I received in the mail was a document that did not make sense to me and said I paid XXXX dollars toward my loans over 20 plus years which is not accurate. This evening I called to get this figured out and XXXX provided an explanation that did not make sense to me and instead of actually addressing the issue she switched the topic of conversation to telling me that I needed to switch to a different repayment plan. I am currently in forbearance due to being a member of this lawsuit which I tried to explain to her, HOWEVER instead of listening to me XXXX hung up on me and the call sent me to a survey ( 1-5 rating ) which I filled out and left a message. THIS BEHAVIOR WAS SO INAPPROPRIATE AND INACCEPTABLE. I never raised my voice or was mad at her, I simply wanted her to actually try and answer my question. It is clear that XXXX not only lacks customer service skills but is completely incompetent at her job. I am going to continue filing complaints everywhere I can find Dept of Education and other Ombudsman offices until this issue is resolved. Please advise what my next steps are.
Again the call with XXXX occurred at XXXX XXXX ET and she hung up on me at exactly XXXX XXXX ET. I can not believe how absolutely inappropriate this kind of behavior is and that MOHELA employs people like this. Its awful and should be rectified immediately.
Thank you.
XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, KY XXXX ( XXXX ) XXXX
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| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the income-driven repayment SAVE repayment plan through the studentaid.gov website on XX/XX/XXXX, the same day I applied for PSLF with my employer information. When I applied, it was estimated I would owe $ XXXX on the SAVE plan due to my previous tax information. At the time, my loan servicer was XXXX, who I have never had issues with. I then received notification my loans were being transferred to MOHELA. I began receiving different billing statements from MOHELA, one stating I owed {$350.00} on XX/XX/XXXX, and another stating I owed upwards of {$850.00} in XXXX of XXXX. I reapplied for SAVE on XX/XX/XXXX and XX/XX/XXXX after contacting studentaid.gov and being told they did not have any information and I would need to reach out to MOHELA. I was unable to contact MOHELA. I waited on hold for hours before having to hang up due to working. I sent an email and received notification back that I would hear back in two business days, but weeks later I still have not received a response. Finally, I called and waited on hold for upwards of two hours on XX/XX/XXXX and spoke to a MOHELA rep who told me my initial SAVE application from XXXX was probably " lost in the transfer '' and that it was good I resubmitted a SAVE application on XX/XX/XXXX. This rep told me it would only take 5-7 business days to process my SAVE application and I would not have to pay any of the payments I was billed for in XXXX. After XXXX business days went by with no notifications, I called and sat on hold with MOHELA for three hours to be told that it would actually take 90 days to process my SAVE application and I was already being auto-debited in the mean time for the {$350.00} bill. I asked if there was any way this could be cancelled due to this being an error on the part of MOHELA, and I was told that they didn't know. As a social worker new out of graduate school, this payment is not realistic for me. I feel as though MOHELA can not give me clear answers as to what happened to my original SAVE application and I am told conflicting information each time I call. Their mistakes are costing me money I do not have and I need clarification on where my loans are at.
Update as of XX/XX/XXXX : Mohela told me they would place ALL of my loans in administrative forbearance while they attempt to process my resubmitted SAVE application. I received an email from studentaid.gov stating I missed a student loan payment, due to Mohela putting ALL BUT ONE of my loans in administrative forbearance without explanation, after I was told all of my loans would be in forbearance. This has very real and dire consequences on my life, my financial wellbeing, and my ability to remain in the PSLF program. This is completely unacceptable and this company 's errors are costing me everything.
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| 10/18/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On Monday, XX/XX/XXXX, I made an initial attempt to contact Mohela. I was on hold for XXXX hour before the call was hung up on. On Tuesday, XX/XX/XXXX, I contacted Mohela again to request a refund of the payments I have made to my account since XXXX of XXXX, after conducting some research on the Federal Student Aid website about this opportunity and Biden 's Loan Forgiveness. I was on hold for two hours again, only to be hung up on, again. I then called yet again shortly after and endured another 2.5 hour hold time. I was finally able to speak with a Mohela representative. She asked me for some identification information such as my name, birthdate, last four of my social, home address, email address, and phone number. I told her that I was requesting a refund to all payments I had made to the account since XXXX of XXXX. She informed me that it was now being processed. However, when I asked how long it would take to " process '' this and reflect on my account as well as when I would receive the refunded money to my account, she told me 90 to 150 BUSINESS days. I was immediately taken aback after hearing this. I was a pell grant recipient and am therefore eligible for {$20000.00} in forgiveness, though my loans were less than that. During the pandemic, I made about {$10000.00} in loan payments to two different student loan providers.
This time frame is absolutely absurd and not realistic for those who are trying to apply for Biden 's Loan Forgiveness. It is also very unjust to withhold the money people have paid and need returned in order to support their living expenses. Other student loan providers are quoting much shorter wait times from 3-8 weeks and I have already seen many other students receive those refunds within the promised time frame.
I had requested some form of confirmation that the conversation occurred and that Mohela was, in fact, processing my refund request. I was told they can not send out confirmation emails or anything to prove they indeed did send in the request. I realize that with the influx of calls Mohela is experiencing, having the money returned could take some time, but it is very concerning to me that they are saying this entire process can take 90 to 150 business days minimum when other student loan providers have a much quicker turnaround despite having thousands of requests as well. Currently, getting that money back would be life-changing for me as well as many others. So seeing other peoples loan providers reinstating their balance just 36-72 hours later after requesting it makes me very concerned that this company does not have our best interests at heart and could not care less about the life altering effects that their decision to ignore consumers is having on so many people 's individual lives and well-being.
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| 08/03/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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According to Section 602 of the Fair Credit Reporting Act, 15 USC 1681, " there is a need to ensure that consumer reporting organizations execute their grave duties with fairness, impartiality, and a regard for the customer 's right to privacy. '' I am the Consumer, and XXXX and XXXX are consumer reporting companies. 15 USC 6801 states that " it is the intention of the Congress that each financial institution has an affirmative and continuous commitment to respect the privacy of its customers and to maintain the security and confidentiality of those customers ' nonpublic personal information. '' Furnisher of information to credit agencies is, by definition, a financial institution. Section 604 a section 2 of 15 USC 1681 reads that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' The financial institution and the consumer reporting companies, XXXX and XXXX, do not have my consent to supply this information, and they certainly do not have my written authorization. Any and all verbal, nonverbal, written, implied, or other agreement to XXXX, XXXX, or all financial institutions are revoked. Also, 15 USC 6802 ( b ) ( c ), " a financial institution may not disclose nonpublic personal information to a nonaffiliated third party unlessthe consumer is provided with an explanation of how the consumer might exercise that nondisclosure option. '' I was never informed of my right to exercise my nondisclosure option by any financial institution. Not only that, but 15 USC 1681C ( a ) ( 5 ) states, " Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information : Any other adverse item of information, other than records of criminal convictions that predate the report by more than seven years. '' This account is an adverse item they are reporting without my permission which is illegal. " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate, according to 15 U.S. Code 1681s2 ( A ) ( 1 ) A.
" Every consumer reporting agency shall maintain reasonable processes designed to avoid breaches of part 1681c of this chapter and to confine the provision of consumer reports to the objectives indicated in section 1681b of this title, '' according to 15 U.S. Code 1681e. Reasonable procedures are not being maintained by XXXX and XXXX. Also, according to 12 CFR 1016.7, " a consumer may exercise the right to opt out at any time. '' I am declining your reporting services.
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| 09/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I submitted my PSLF in XX/XX/XXXX to XXXX. I was told I had 4 months left to pay on my loans until forgiveness. I paid until XX/XX/XXXX and re-submitted my PSLF to XXXX. I gave them a month or XXXX but didn't hear anything about it so I tried calling them a few times. I was told 'another department handled those ' when calling and was transferred but either was hung up on somehow or no one answered at that number.
I was then told MOHELA had my account. I did not want any confusion with the XXXX XXXX 's I turned in so I called and talked to a gentleman representative around XX/XX/XXXX and explained why I had XXXX XXXX submitted in XX/XX/XXXX and the other in XX/XX/XXXX. He put a note in so no one would get confused and knew why they were in there. He let me know my forgiveness would take XXXX business days. I waited XXXX business days and did not see any communication in my online account/portal with them so I had no clue where it was in the process.
I called in XX/XX/XXXX and was told my XX/XX/XXXX XXXX had been marked as a duplicate despite the note the lady saw clearly in the system that states otherwise and had not been processed. I was told that even though it was their fault/mistake I had to wait ANOTHER XXXX business days and she put another note in there not to mark it as a duplicate.
In XX/XX/XXXX I called about my PSLF again ( also no clear indication in my online account/portal that they were doing anything with my forgiveness or where it was in the process ) and was told by the same lady who took my call in XXXX that it was AGAIN marked as a duplicate and my forgiveness was again not processed. She told me they now had a XXXX business day policy to expedite the forgiveness when it is their fault. She assured me it would be completed in that time.
It has been over 2 months and still no word about my forgiveness at all. I was sent a 'sorry we may have messed up your forgiveness here is XXXX for the inconvenience ' letter from XXXX but nothing from them since that. During all this time I had also sent messages through my online account to MOHELA trying to get answers but no answers or forgiveness ( plus they seem to have turned off my ability to send messages or hidden it really well since I last sent them since I no longer can do so ).
I have also tried to complain to the department of education about this twice the first time they had told me the last XXXX form reported to them was in XXXX. I wrote back stating that both FedLoans and MOHELA stated they had both my XX/XX/XXXX and XX/XX/XXXX XXXX and I wasn't sure why either had not updated them with this information. I have yet to hear back from them on the 2nd email.
Can someone please help me to get my PSLF from these companies that seem to be purposely denying it?
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| 12/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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The Biden Administration DOE stated in XXXX of XXXX that you may contact your loan servicer to request a refund of any payments that you made during the payment pause. It is also posted on the studentaid.gov website. With this information, I requested a refund for a {$2000.00} payment that I made in XXXX since I found out that the payment pause would count towards my PSLF payments anyway. I requested this refund in XX/XX/XXXX in writing through my portal. I did not hear from them and sent ANOTHER email over a month later in XXXX asking for the status of my request. I finally received an email XXXX months later in XX/XX/XXXX stating my refund request had been submitted and I would receive my refund within XXXX days. Fast forward to now ( almost 90 days later ) and I emailed them asking for the status of my refund. They emailed me back today and informed me that my loans had been consolidated on XX/XX/XXXX so I don't qualify for the refund. This can not be correct for several reasons : XXXX. I requested this refund well before I consolidated my loans.
XXXX. Nowhere on their website or on studentaid.gov website does it state that it even needed to be done before I consolidated. Not that that matters because I still requested it before I consolidated.
XXXX. I had tried several times to contact Mohela over the phone and by email and it is not my fault that they didn't process the request before my consolidation. I requested this as soon as the DOE allowed us to request the refund.
No where was I ever told that it had to be done before my loans were consolidated. Also, had I waited to consolidate my loans until I receive my refund then I wouldn't have been able to apply for the PSLF temporary waiver to get into the program. That program had a deadline in XXXX.
I also went on the studentaid.gov website TODAY and looked again at the requirements for the refund of payments. No where on there does it say anything about needing to be done before consolidation. This does not seem very transparent. I am attaching screenshots for reference.
This is unacceptable to me. I have spent so much time constantly emailing this company and trying to call. I once waited over 80 minutes for them to answer my call only to have them hang up immediately. Why should I not be allowed my refund that is due to me because they are backlogged on their processing times, thus pushing my refund approval until after they conaolidated my loan? I submitted the request in plenty of time for them to refund my payment before consolidating my loan.
I would also like to note that Mohela had my old loan before consolidation, I was only adding a loan to my already consolidated loans so that it would be included in PSLF.
This is unfair and frankly, it should be illegal.
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| 11/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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During the summer, my loans were transferred from XXXX to Mohela. I sent two in-messages on XXXX XXXX, XXXX and XXXX XXXX, XXXX about employment verification and getting payments to become eligible. I event tried to call, but had absurd wait times.
I was ignored and read that others were being ignored as well which was convenient given the XXXX XXXX deadline set by the government and already passed so they didn't have to honor the Limited XXXX Waiver.
To get help, I reached out to the XXXX last week. The XXXX has been getting responses from Mohela, however, Mohela is refusing to fix the problem.
I filled out the XXXX application last XXXX of XXXX. During that time, I was hired with XXXX XXXX Texas XXXX XXXX XXXX ). My time spent with them is also stated on my XXXX XXXX that I provided to the XXXX and Mohela which which is dated, signed, and stamped by HR. This should be plenty of proof for employment verification.
According to Mohela, since I filed the application in XXXX XXXX and XXXX confirmed it, my payments from XX/XX/XXXX- XX/XX/XXXX do not count as eligible payments. That's ironic since Mohela stated at the beginning that was was still employed by XXXX. XXXX records clearly show that I was employed by them from XXXX XXXX XXXX but Mohela refuses to honor that. I did switch districts and started new employment in XX/XX/XXXX which I stated to the XXXX and Mohela.
The issues are this : 1. Mohela is cheating us out of eligible payments towards the XXXX even when given employment verification.
2. They purposely ignored out communication since the XXXX XXXX deadline would pass as set by the US Govt.
3. Next, when I do fill out a new application, then only my payments from XXXX to XXXX. will count as eligible, but nothing for the rest of this school year though I'm employed. Mohela states we only need to fill out an application once a year, but what good is that doing us when they don't honor a full given year and stop counting eligible payments from when the application is filed.
4. In addition, as a teacher, our contract is from XXXX to XXXX in a given school year. However, our service records show only our school year 's end date when we leave so either XXXX or XXXX depending where you work. So all of us are losing eligible payments in XXXX and XXXX when we leaving a district even though we are paid and contracted through XXXX in a given year.
5. I understand if they're going by the service records which is why they can not honor XXXX and XXXX, but even then, that's not fair. With that being said, if they'll go off of the XXXX XXXX for that, why aren't they honoring all eligible payments for the full time we've been with a district then? It doesn't make sense as they try to cheat us out of money and payments.
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| 01/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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It appears that my loans has been updated with the IDR waiver but I noticed a few mistakes.
First, my 2 consolidation loans did not get the updated counts added to them, because of the PSLF waiver all of the loans should be at the same count. I had 24 ineligible payments on my original loans before the IDR update but those ineligible payments were not shifted to the consolidated FFEL loans as promised, the ineligible payment on those loans have been sitting at 0 since the PSLF Waiver was applied. Now the counts are not equal I am worried that this may result in hanging loans & two different pay off times when before consolidation and before the IDR waiver all counts were the same. I have pointed this issue out several times but the ineligible counts have not been updated and it appears my fears are happening.
There is also some deferment and forbearance months that are still on my account. I never requested either and I qualified for a {$0.00} payment plan during this time. My tax returns for this time have been submitted to DOE as proof of this in the past. Also, I was told that one of those deferments is coded as an unemployment deferment when my employment is certified for this time.
Ineligible payments from XX/XX/2013 - XX/XX/2013 is coded as an unemployment deferment when I was employed. My XXXX has been approved for this time.
Ineligible payments XXXX is coded as a hardship deferment. The IDR waiver says that time hardship deferments should count towards PSLF.
Ineligible payments XXXX is a general forbearance that was for some reason not counted but I am unsure why.
I would like to add that I did not request any of these deferments or forbearances. During all of these periods I qualified for and was told that I was in a {$0.00} payment plan. I asked for phone records from XXXX ( my servicer at the time ) to prove this but was told they do not exist.
I also have 6 months of grace period that I did not need - I will replete that I qualified for a {$0.00} payment plan for that time and my XXXX during that time is on file and approved.
I also have 4 years coded as in school even though I worked full time while going to school full time and was told by XXXX XXXX ( my servicer at the time ) that my time in school would count towards PSLF - again was told my payment was {$0.00}. They failed to have me fill out a deferment letter but XXXX ( my servicer at the time ) had the form to retroactively remove the in school status- this was approved - but those 4 years were never added to my account.
Its just exhausting. Ive worked in public service for well over 10 years and have never even had a late payment when my payments were no longer {$0.00}. It is unfair to be punished for multiple servicers mistakes.
Please help
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| 11/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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.
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| 12/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My XX/XX/XXXX, request to have my XXXX of XXXX and XXXX of XXXX income recertifications for the XXXX repayment plan to be disregarded has yet to be addressed by my student loan servicer MOHELA. MOHELAs response to my previous complaint with the Better Business Bureau did not address my concerns.
I most recently submitted my annual recertification to my former loan servicer, XXXX, on XX/XX/XXXX. My current loan servicer is MOHELA. I recently discovered that I was not required to recertify my income until XXXX months after the payment pause ends, as per https : XXXX. My recertifications will result in me having to make higher payments than what would be required had I not recertified. My payments were {$270.00} when the pandemic began in XXXX of XXXX. I was led to believe that I was required to recertify my income by a letter dated XX/XX/XXXX, from XXXX.
My XXXX of XXXX recertification resulted in an increase of monthly payments to {$270.00}, as per a XX/XX/XXXX, letter from XXXX. It is my understanding that I was not legally required to recertify my income under the XX/XX/XXXX, XXXX XXXX at the time the XX/XX/XXXX, letter was issued by XXXX. The XX/XX/XXXX, letter states in part that I am required to recertify my income annually regardless of whether I am in a deferment or forbearance notwithstanding the XX/XX/XXXX, CARES Act.
I also received notifications through the " XXXX '' icon at the relevant times when I was logged into my dashboard on XXXX indicating that I was still required to submit my annual recertification for the XXXX plan. A letter from XXXX dated XX/XX/XXXX, indicates that my monthly payments will now be {$310.00} under the XXXX repayment plan. This letter was generated after I submitted my recertification on XX/XX/XXXX, based on the misleading language used in the XX/XX/XXXX, letter from XXXX and the bell icon notifications on studentaid.gov.
I would have never recertified my income had I known that I was not required to do so. I have detrimentally relied on the misleading information I was provided. By recertifying my income, I have lost at least six months of payments at the {$270.00} pre-pandemic amount. That clearly calculates to {$42.00} per month, or a total loss of at least {$250.00}. XXXX XXXX informed me that it is unable to assist me inasmuch as it is no longer my loan servicer. Although MOHELA responded to the complaint I filed with the Better Business Bureau, that response ignored my request. Moreover, MOHELA has yet to respond to the XX/XX/XXXX, complaint I filed with XXXX XXXX XXXX concerning this issue. It should also be noted that I have previously sent MOHELA several emails concerning this issue. I have also reached out to MOHELA via social media to no avail.
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| 02/05/2018 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I'm currently in my second semester of grad school ( full-time ). My Federal Unsubsidized and XXXX PLUS loans are being serviced by Mohela. My husband and I have been making payments toward my student loans ( at this point, roughly $ 2k, which has been enough to pay off my Student Plus loan from my first semester ). Despite explicit instruction on the Mohela website that any payments made within 120 days of loan disbursement would be applied to the principal, we noticed that Mohela began applying payments well in advance of end of the 120 day window to the interest. When we called Mohela to speak to a service representative today ( XX/XX/XXXX ), he first tried to confound us with the use of confusing and nonsensical jargon in an attempt to justify the application of payments to my interest. When that didn't work, he told us that in order for Mohela to honor the 120 day window, I would need to write and fax a letter making that request, even though no such instruction is listed anywhere on their site or in the loan agreement. Our suspicions that the company was hoping that we wouldn't notice the early application of payments to my interest with the sole objective of making additional profits were confirmed. In my case, this was around {$7.00} extra dollars, but I can't imagine how many others taking out even larger sums of money might be impacted by this unethical and misleading practice. Unethical behavior such as this has far-reaching consequences - not only for students, but for the US and world economy. It baffles me that the US Department of Education and US government would leave students in the hands of companies like Mohela, which brazenly mislead and confuse students into paying more money than they need to, which contributes to mounting student loan debt which contributes to students ' inability to participate in the economy as consumers, and ultimately leads to major economic crisis like the one that we just saw in XX/XX/XXXX. Not only do I view this as the height of idiocy on the part of the US Government, but I'm truly disgusted by the value system of flagrant greed that we continue to espouse and perpetuate in this country. And I want Mohela to know that financial power is not the only kind of power that an individual can wield, and I will be calling upon the power of information to fight this corruption. I will be sending a campus-wide email to my fellow students at XXXX in order to warn them of Mohela 's practices, and I will share that letter with other institutions. I will also be sharing my experience along with screenshots from the Mohela website with journalist friends at XXXX, the XXXX XXXX XXXX and others, as well as forwarding this information to my elected representatives.
|
| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela, according to the Mohela customer service rep I spoke to on XX/XX/XXXX, explained that Mohela 's processing error led to a letter/notification that my employer did not complete questions 9-12 on the employer verification form that my employer submitted. She pulled up my materials and confirmed that my employer verification form was complete ( all required responses were provided along with appropriate signature ).
The representative said that my application file ( including employer 's form and employer 's eligibility ) was complete and should cleared review. ' I was already past the 90-day period the Mohela site posted as my processing time, my application is complete ( according the representative who reviewed it with me during my call ), but the representative said that Mohela would reset my processing for another 90-day period to clear my application for approval.
The representative did reset my application, which now shows that a new 90-day processing period has begun. Now a week later, I received a notification detailing that my payments will resume ( but I am way over the 120 payments for XXXX forgiveness ), Furthermore, the rep ( who was polite, no troubles there ) suggested that I resubmit my borrower 's page for the XXXX application, and noted that I should resign my signature on the original application page. I did as suggested ( see attached ) and now that submission is listed as resetting the 90-day processing for review.
As the end of the federal forbearance period is coming soon, I am out of time with the uncertainty that additional Mohela reviewing errors will likely continue to reset and delay my approval. The Mohela employee reviewed all my materials while I was on the phone, and she clearly stated that all my materials were in order and that it was flagged in error and now must start the process from scratch.
From consumer reports from CFPB, there is clearly a pattern of Mohela delays and errors that jeopardize timely and accurate review for official approval.
If the rep I spoke with can confirm all my materials and information is in order, why am I back to square one, and why do I need to wait another 3+ months fearing that the error-prone review process will delay and disturb my official approval.
I made more than 120 payments towards XXXX forgiveness.
All forms ( including employer form from employer ) were submitted before the XX/XX/XXXX deadline.
Mohela rep explained my files were complete and accurate, and that the application shouldn't have been flagged as having an error.
Yet, I am now back to week 1 of another round of 90-days for processing, in the same exact system that erroneously flagged my application after the previous 90-day review period.
|
| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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In XX/XX/2023, I signed up for the SAVE plan on the Department of Education website. The XXXX indicated that it could take up to 15 days for MOHELA to process my application, which seemed reasonable. However, by XX/XX/XXXX, there was no indication that my application had been processed. All three of my remaining student loans indicated that they were on the " PAYE '' repayment plan.
I took to the website ( I'm a millennial, I avoid talking to people on the phone at all costs ) to try to send a message to check the status of my repayment plan application. However, the website would not allow me to send a message if the topic was on repayment plans -- the website specifically states " Sorry, messaging is not available for this topic. Please choose a different topic, call us or mail us correspondence. '' At this point I was frustrated. I struggle with XXXX, XXXX, and XXXX. Forcing student-debtors to communicate explicitly through phone call prevents people with disabilities from being able to ask questions and receive quick and convenient responses ( not that messages receive quick, convenient, or ANY response, as I will later learn ).
So I wrote a script for myself and settled in for what I assumed would be a pretty long wait, and I was not wrong. I was on the phone for well over an hour before I even heard a human voice. But what I did get to hear every XXXX seconds was an automated voice reminding me that my issue could be handled online, and wouldn't it be better to do that than wait on hold? " Yes, '' I wanted to shout, " that would be lovely! But I can't, because you won't let me! '' When I finally got through to someone, they told me that they JUST received my application, they were still processing it, and they would get back to me... eventually. But probably in the next two weeks! Well, harried after spending an hour listening to what must be the most annoying soundtrack on earth, I made sure that MOHELA knew of my displeasure, and I wrote them a complaint on XXXX XX/XX/2023. I have attached a copy here.
Obviously they never got back to me. My three student loans each still reflect that they are on the PAYE plan. I have received no correspondence or acknowledgement from MOHELA that they denied OR approved my application. I am exhausted, and frustrated. I have XXXX, and unfortunately it's the survivable kind. So any sort of forbearance offered by MOHELA is just going to put me into more debt ( because interest continues to accrue and is amortized into the balance of the loan ). The best hope I have to ever get out from under these loans is the SAVE plan, and everything MOHELA has done so far indicates that they have no intention of honoring the application. Please help me.
|
| 12/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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Upon my review of my consumer reports it has come to my attention that Mohela is reporting accounts to my Consumer reports that I did not give you any express permission or permissible purpose to report. 15 USC 1681b2 As a consumer I have the right to privacy pursuant 15 USC 1681, 15 USC 1692, 15 USC 6801.
My private information is my business, my student loans are my private information, and you have reported my private information without my consent. Your actions amount to aggravated identity theft.
18 USC 1028A.
As a consumer you have an obligation to protect my personal nonpublic information.
15 U.S. Code 6801 - Protection of nonpublic personal information- It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information.
You reported my confidential and private information to a nonaffiliated third party without my permission or without giving the proper disclosures. Pursuant 15 USC 6802 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information ( 1 ) A financial instituti
on may not disclose nonpublic personal information to a nonaffiliated third party unless : a ) The financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; b ) The consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party c ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
I am requesting all my disclosures pursuant 15 USC 6802 B that you should conspicuously disclose to me before reporting of my non-public personal information to nonaffiliated third parties ( XXXXXXXX XXXX XXXX XXXX ) I am exercising my right to opt out of having my information reported pursuant 15 USC 6802B Due to this inaccurate information on my credit report this has caused me mental, emotional stress and denigration to my character. XXXX XXXXXXXX servicer have stolen my identity, violated my consumer rights, my right to privacy and the obligation you have to maintain the security and confidentiality of my private information.
See below on the 11 accounts that need to be deleted off my credit report immediately XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 12/10/2018 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I refinanced my Federal Loans with Mohela XXXX XXXX to obtain a better interest rate than what I was receiving with my Federal Loans. I came across 2 issues that I found to be quite problematic.
The initial issue I had was that while I was making my minimum autopay installments, I was also making additional payments on a monthly basis. I had been doing so for several months/years, when I had contacted the company in regards to some accounting issues I was seeing. At that time, they then told me that all of those additional payments could have been going to the principal rather than the interest. I had been making substantial monthly payments ( XXXX XXXX ) that ultimately was not benefiting me as the consumer in any way whatsoever. They never contacted me to let me know this was even an option. I went back through their contract and I could not find any location that explicitly told consumers if you made extra payments, they could go to the principle. They intentionally kept this from me and other consumers. As a XXXX XXXX, my loans are substantial ( XXXX ) which having made those initial payments to the principal would have helped me and my family immensely.
In addition, as I had now been alerted to the fact I could make payments to my principal rather than just the interest, I was seeing some benefit in that my overall principle was decreasing. As my loan was leaving forebearance and I was going to have to make full monthly payments, I again looked at my balance, and to my utter dismay, my principle balance had returned almost to its initial level ( XXXX ) even though I had been making large additional payments.
I called Mohela XXXX XXXX to discuss this with me, where they told me at the end of forebearnace, there was an additional XXXX fee that was incurred when the loan left forebearance. Needless to say I was enraged.
I begged for some reprieve, only to be told this was in the contract and you are unfortunately " out of luck. '' I have since left that company and refinanced with XXXX at this point, because I was so appalled at these tactics.
I have already spent thousands of dollars attempting to be a responsible consumer and pay for my education. All of this money could have gone to my overall principle which would allow for me to have paid my loan back in full, in a shorter amount of time, and done responsibly. I am now continuing to pay an absurd amount on a monthly basis, to make up for what I thought I was mitigating over the past 2-3 years.
This is unbelievably deceitful and provides absolutely no benefit to the consumer whatsoever. They are keeping you indebted to continue to reap interest benefits for themselves while leaving you struggling on a monthly basis.
|
| 08/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing to urgently draw your attention to a serious discrepancy regarding my student loan payment count, which directly affects my progress toward achieving XXXX XXXX XXXX XXXX ( XXXX ). My trust in the systems in place has been deeply shaken, and I am compelled to seek intervention and guidance from the Consumer Financial Protection Bureau to rectify this matter promptly.
Background : In XXXX, I acted in good faith and consolidated my loans under the Income-Driven Repayment ( IDR ) waiver. To my astonishment, this action resulted in my payment counts decreasing from XXXX to XXXX. Since then, despite my continued employment in a public service position, the count has stagnated at XXXX for several months.
Actions Taken : To address this discrepancy, I have been assiduously submitting my employment verification forms monthly, expecting the counter to reflect the accurate number of payments I have made. Unfortunately, these attempts have proven fruitless, leaving me in a precarious situation with looming uncertainties.
Current Situation and Concerns : The payment pause, instituted due to unprecedented challenges our nation faced, is set to end shortly with payments resuming on XX/XX/XXXX. I find it deeply concerning, and frankly outrageous, that as we approach this deadline, I still do not have an accurate representation of my payment count. If I have already reached the required XXXX payments, it would be unjust for me to be obligated to make further payments.
Request : I am requesting an urgent review of my payment count and demand its rectification before the pause ends in XXXX. An accurate payment count is crucial to ensure I, and undoubtedly many others, can confidently navigate our financial responsibilities without undue burden or stress. It is essential that borrowers can trust the systems in place, and as of now, this trust is significantly diminished.
Furthermore, I kindly request a written confirmation of the review and the necessary steps taken to ensure my payment count is accurate.
Conclusion : The XXXX XXXX XXXX XXXX program was established to recognize and reward those who have dedicated a significant portion of their careers to public service. The integrity of this program hinges on the accuracy and transparency of its processes. My situation, regrettably, has been marked by opaqueness and a lack of clear communication.
I sincerely hope that this matter is given the prompt attention it deserves. It's not just about rectifying an individual 's payment count but ensuring the very credibility of a program that thousands rely upon.
Thank you for your attention to this matter. I eagerly await your prompt response.
Sincerely, XXXX ( XXXX ) XXXX
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing to request assistance with issues Ive been experiencing with Mohela. On XX/XX/2023, I contacted Mohela by phone to pay off the entirety of my student loans- {$37000.00} The money was withdrawn from three of my accounts. The accounts and balance drawn from each is included in the attached document ( Bank statements ).
On XX/XX/2023 my balance indicated that I owed {$34.00}. I believed at the time that this was interest due so I scheduled an additional payment of that amount.
That brought the total amount I paid to {$37000.00}.
However, my balance was continuing to change on nearly a daily basis. On XX/XX/2023, I reached out to Mohela again. My loans ( XXXX and XXXX ) were now showing as unpaid. Mohela 's customer service instructed me that additional time was needed for the payoff to reflect on my account.
I followed up on XX/XX/2023 because the loans were still showing as unpaid. I made another phone call to Mohela. The customer service representative escalated this to the supervisor and I was advised again to allow up to XXXX business days to correct. Around the same time, I received a billing statement from Mohela stating that I owed {$160.00} by XX/XX/2023.
By XX/XX/2023, my account was updated.
The updated balance indicated that my payment from XX/XX/2023 was {$37000.00}. That left me with a stated balance due of {$150.00}. Ive attached Mohela statement as evidence.
This is where the error lies.
As evidenced by the attached documents, the original balance Mohela withdrew from my accounts was {$37000.00}.
The balance Mohela is now stating they withdrew from my accounts was {$37000.00}. Thats {$180.00} less than my original payment. That does not even include the additional {$34.00} that I believed I was paying towards interest.
I have not received any refunds or returned payments that would account for this difference.
I have made several attempts to follow up with Mohela. The last attempt resulted in me being disconnected after more than an hour on hold.
Id like to note that I have spent between XXXX hour and XXXX hours waiting to speak with a customer service representative. I can provide evidence of my call logs if necessary.
I no longer believe that Mohela is trying to resolve my case in good faith.
Thats why I am now seeking help from CFPB. As a federal student loan borrower, I want to exercise my right to receive accurate billing statements, fair repayment terms, and quality customer service.
Please advise me on the proper steps to get assistance with resolving my issues with Mohela. I have enclosed documentation related to my loan.
Thank you for your time and consideration. I look forward to your guidance on next steps.
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| 01/03/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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I have XXXX direct loans ( XXXX subsidized, XXXX unsubsidized ) currently serviced by Mohela. On XXXX XXXX, 2016 I paid a lump sum of {$1000.00} and directed Mohela to apply the full amount to Loan XXXX, using their online payment system. The payment was applied to the correct loan ; however, my next monthly payment ( auto-debited from my bank account on XXXX XXXX, 2016 ) was not applied correctly - a small amount was applied to Loan XXXX and a larger amount was applied to Loan XXXX.
I contacted Mohela when I realized this error and was told the revised allocation was because my account was in " paid-ahead '' status. I asked them to edit my XXXX XXXX payment and reapply it as it was supposed to be applied per my repayment schedule and also remove the paid-ahead status - I wanted my payments to remain as they were scheduled, just with a smaller balance on Loan XXXX. I was assured that this would be taken care of and would not cause any further issues.
My monthly payments for XXXX 2016 through XXXX 2016 ( inclusive ) were applied correctly, but my XXXX 2016 and XXXX 2016 payments were again incorrectly applied. This time, a much larger amount than scheduled was applied to XXXX XXXX and a much smaller amount than scheduled was applied to Loan XXXX. I contacted Mohela again, on XXXX XXXX, 2016. Their response indicated that they did not quite understand the problem.
Again, Mohela said I was in " paid-ahead '' status and that the additional payment that I made was used to satisfy future bills ( which is exactly the opposite of what I had requested when making that payment and what I discussed with them when I contacted them in XXXX 2016 ). The email response I received said, in part, " The paid ahead status on your account is causing your Auto Debit payments to apply to your XXXX loans differently than what is displayed on your repayment summary. We are currently researching a way to ensure that your Auto Debit payments apply correctly, based on the repayment summary. Once we have completed research on how best to implement this process on your account, we will send you a subsequent secure email on mohela.com. '' I find it difficult to believe that I am the only customer in the history of Mohela and/or the XXXX to want to pay down my loans and continue to have the monthly payments allocated as indicated on my repayment schedule. I also find it incredibly convenient on Mohela 's end to use this excuse - the goal in my paying extra on the loan is to reduce interest over the course of the loan, something Mohela has a vested interest in preventing. They show no interest in resolving the issue and refuse to re-allocate previous payments which were incorrectly applied.
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| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
Servicemember |
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I am reaching out to obtain a status update on the request made on XX/XX/2022, regarding XXXX XXXX XXXX XXXX. MOHELA is literally " hiding '' behind the issues that are presently addressed through the legal system. I have been in the XXXX XXXX XXXX XXXX for over XXXX years with over the XXXX payments required for forgiveness, and my account was only affected by those legal issues once you all CONVINCED me to consolidate my parent plus loans.
I am attaching a copy of the letter from FED Loans dated XX/XX/2022, indicating that my XXXX XXXX XXXX was XXXX at that time. I am also attaching a copy of the PSLF Payment Tracking showing that I made XXXX payments.
I consolidated on XX/XX/2022, to include my parent plus loans. MOHELA processed the consolidation on XX/XX/2022. I was on the Income-Driven Repayment ( XXXX ) plan before consolidation and am currently on the XXXX payment plan. MOHELA has only given me credit for a total of XXXX payments.
I was provided information from XXXX XXXX XXXX and MOHELA that my payments before consolidation would be counted after the loans were consolidated. This has yet to happen. Instead, MOHELA has been " gaslighting '' me since day one. They have not applied any of my payment counts to my student loan account. I do not wish to move forward with the consolidation if they do not plan on upholding their end of the agreement. I made the XXXX payments before consolidation, and I want to revert my loans to their status before consolidation. This would leave me with the parent plus loans needing to be repaid back for roughly {$14000.00}, give or take a few dollars. I would have never consolidated in XXXX of 2022 if they had not practiced " deceitful tactics '' to lure me into consolidating those loans.
I have tried contacting MOHELA, XXXX, and FED Loans to resolve this situation. I have yet to be successful in obtaining any resolution from these folks. The representatives at MOHELA are very unprofessional and have a nonchalant attitude when discussing your concerns with them. The last representative laughed during our phone call without any provocation.
I need clarification on how MOHELA acquired my loan in consolidation but not my payment count. I have spoken to several representatives with MOHELA, and all of them have assured me that they only enter notes into the computer system and can not provide ANY assistance on my account. I have a copy of my entire FED Loans file, over 1,000 pages. I have been in the PSLF program for over ten years. I can not email the file as it is too large, but if you need additional information on my student loans, I probably have access to the data. I can be reached at ( XXXX ) XXXX or at XXXX.
|
| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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On XX/XX/XXXX I submitted an IBR application thru FSA in order to have my REPAYE plan updated to the SAVE plan. According to FSA, my new monthly total was to be XXXX. On Mohela 's website on my account, the IBR was approved on XX/XX/XXXX. This reflected accurately on my account for a few weeks. I received a confirmation correspondence from Mohela dated XX/XX/XXXX confirming New Monthly Payment Amount of XXXX. One day, randomly, my account total changed to {$610.00}. I made 3 calls and sent multiple written correspondences to Mohela to change this total back to the approved amount of XXXX. I have yet to receive any return communication about this. On XX/XX/XXXX I reached out again regarding the payment amount. Call to Mohela and initially I spoke with XXXX (? ) who states on the phone that the monthly payment on their end is reflected as XXXX. I was then transferred to XXXX, an advance payment specialist. She reports to me that a new letter from Mohela was generated with a total of XXXX and sends a copy of this to my documents on my account. This letter was sent on XX/XX/XXXX at XXXX. THIS IS THE FIRST TIME I HAVE RECEIVED/SEEN THIS DOCUMENT. The letter was dated XX/XX/XXXX. I asked XXXX where this total is coming from and she reports that it is most likely due to my income tax. I reported to her that I have only filled out ONE IBR application and was approved for XXXX. We went through the self attestation questions again and sure enough, I was projected to pay XXXX per month. I am assuming the difference in XXXX to XXXX was because I guesstimated my annual income whereas the application with FSA pulled directly from my tax return. XXXX placed me on hold and verbally confirmed that the XXXX is a SYSTEM ERROR and has resubmitted to have my total return to XXXX. XXXX states that I need to wait 7-10 business days for this to reflect to my account. On XX/XX/XXXX I resubmitted the IDR directly through Mohela 's Repayment Calculator Repayment Plan Evaluator. On page 6 of 12 of this application documents, the payment is projected to be {$300.00} ( which is on par for what FSA approved me for ). I have since sent further communications to Mohela with not a single return communication to date.
I have 13 months left of my PSLF and I want to start paying this down immediately. I want my payment through the SAVE plan to be accurately reflected on my account through Mohela. I have filed complaints with FSA, the FSA ombudsman, the WA State Attorney General 's office, PPSL, and FTC.
**note- dates on attached document are incorrect. I applied for IDR on XX/XX/XXXX and approved XX/XX/XXXX ( not XX/XX/XXXX and XX/XX/XXXX. I wrote the wrong dates on my attached documents )
|
| 05/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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Dear Consumer Financial Protection Bureau : This pertains to a complaint against MOHELA ( Official Servicer of Federal Student Aid ). I have made over XXXX consecutive student loan payments in the course of 9 years, in the amount close to {$50000.00} total. The original student loan amount handled by MOHELA was {$72000.00}. The current balance still due shows {$76000.00}. I have contacted MOHELA in an attempt to receive my account payment history since XX/XX/XXXX, and I still have not received the information I requested for as of this writing, on XX/XX/XXXX. I have already filed with the Department of Education regarding this matter, on XX/XX/XXXX.
The last correspondence I received through the postal mail from MOHELA was dated XX/XX/XXXX. This correspondence did contain partial payment history that included a total of {$11000.00} in payments, ending on XX/XX/XXXX. There was no consecutive payment history from XX/XX/XXXX to XX/XX/XXXX. Assuming that there were no typos in the page designations, I only received XXXX XX/XX/XXXX and XXXX XX/XX/XXXX ( XXXX pages in total were missing from the letter ). I believe that this was a gimmick on the part of MOHELA, to purposely and constructively deny my request for a full payment history.
Furthermore, there is no information pertaining to my payment history on the MOHELA 's Website, and paperless delivery to my registered e-mail account never occurred, despite the fact that I had made multiple requests.
I am therefore requesting for assistance from the Consumer Financial Protection Bureau regarding this matter. I would like to receive my payment history from MOHELA, but I suspect purposeful delay, dereliction of fiduciary duties, negligence, or something worse on the part of MOHELA.
All I wanted was my payment history from MOHELA, but now I can't help but to wonder if MOHELA processed my payments correctly, because my balance due did not decrease much despite all the payments I made. Furthermore, there is absolutely no information regarding my payment history on MOHELA 's Website, which raises obvious red flags. As such, I can't help but to wonder if I had to pay more for my student loans because of MOHELA 's shady business practices. Also, MOHELA has consistently failed to respond to my requests and complaints. I am therefore wondering if MOHELA failed to perform its fiduciary duties as a student loan servicer. I am also wondering if MOHELA is fraudulent, in one way or another.
Although I understand the workload and the potential backlog at the Consumer Financial Protection Bureau, I have little choice but to make this request.
Thank you very much for addressing my concerns, and have a wonderful day.
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| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My loan servicer is MOHELA.
My first loan payment after the COVID pause was supposed to be due on XX/XX/XXXX. I was enrolled in auto debit which decreased my interest rate. This was a weekend, so I expected a delay. When I checked my account, my loans had been placed in forbearance with no information about why they were placed in forbearance. Although my loans had been placed in forbearance, my payment was still withdrawn from my bank account on XX/XX/XXXX I then received a notification from MOHELA on XX/XX/XXXX that was back dated to XX/XX/XXXX stating that my loans had been placed in an administrative forbearance. I did not want my loans in forbearance as I am in an income based repayment plan with plans to qualify for public student loan forgiveness and the forbearance was adding interest to my loan and extending the period of time I would have to pay. It also made the payment that was withdrawn from my account on XX/XX/XXXX not count as a qualified payment.
I called MOHELA multiple times that week. XX/XX/XXXX was a holiday so no one was available to talk. XX/XX/XXXX I was on hold for over an hour and had to go to work. I was finally able to reach someone on XX/XX/XXXX. I spoke with a service representative who confirmed that a payment had been received, my loans were in forbearance and because of this forbearance my payment would not count towards my PSLF payment. I asked for the forbearance to be removed and my payment to retroactively count and he filed a request and reassured me that this was possible and would be complete in about 10 business days. Of note, I also sent a message to MOHELA through their website on XX/XX/XXXX ( because I had been unable to get through via telephone ) that I did not want my loans to be in forbearance.
I continued to watch my loans and they remained in forbearance. I sent a follow-up message on XX/XX/XXXX that stated I spoke with a customer service representative and said representative had requested my loan be taken out of forbearance. I provided the request ID that was given to me by the customer service representative.
I called MOHELA back on XX/XX/XXXX and the person I spoke with was able to see my prior request and promised that my loans would be out of forbearance before my next payment due date ( which should have been XX/XX/XXXX ). They confirmed that I would be re-enrolled in auto debit and my payment would go through on XX/XX/XXXX.
It is now XX/XX/XXXX. My loans are still in forbearance. No money was taken from my account. No one has responded to either of my messages on the online portal ( sent XXXX and XX/XX/XXXX ). MOHELA continues to have wait times that are prohibitive to resolving this issue.
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| 10/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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The first 2 times I called the XXXX number for MOHELA, after typing in my identifying information, the automated system said MOHELA did not have my application on file or me in the system. The next time I called I was able to make some progress ( they could identify or recognize my account ) but I was disconnected before I was able to talk to a person. The third time I called was XX/XX/XXXX and I talked to a nice young woman who listened to my appeal and put me on hold while she spoke with her supervisor. She returned and said that she was going to transfer me to her supervisor for more help. I remained on hold for 3 hours and 8 minutes but was finally disconnected. Here is my appeal : I applied for the PSLF because I XXXX in XXXX XXXX XXXX for XXXX years. MOHELA says that I have 90 qualifying payments of the required 120. It is my understanding that the first 5 years of my service did not qualify as payments because I had filed a XXXX XXXXXXXX XXXX ( due to failed XXXX XXXX during the great recession of XXXX ) the year before I started XXXX and was not allowed to make payments during that time. HOWEVER, during my first years of XXXX, the U.S. Department of Education did receive a lump sum {$17000.00} from the bankruptcy courts on my behalf. If I had been making payments during that time based on my income, they would have received approximately {$13000.00} over the 5-year period, much less than the lump sum of {$17000.00}! I could understand that time not eligible if I had filed a XXXX XXXX and no payments were made but I thought I was doing the more honorable option because I wanted to pay as many debtors what I could for as much as I could. The U.S. Department of Education received a substantial amount of money from me through the courts during the first 5 years of my XXXX XXXX. What is especially frustrating and should be considered criminal is that I specifically asked that my student loans NOT be part of the bankruptcy because I wanted to make payments. I even submitted a written request XX/XX/XXXX ( see attachment ) to have the " suspension of loans '' taken off so I could start making payments. I was refused! Under the Limited PSLF waiver, if no payment, late payment and wrong plan counts as eligible why cant payments made during XXXX XXXXXXXX count? Please help me get credit for the first 5 years of my XXXX XXXX ( XX/XX/XXXX to XXXX ). OR AT THE VERY LEAST - credit the remaining 30 payments that I have left on my current PSLF application. I XXXX for 13 years in the poorest of poor neighborhoods, with limited resources, where I gave my heart and soul to those children day after day. Thank you for your time and your kind consideration, XXXX
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| 10/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have made over 120 qualifying payments toward PSLF but I only have two payments showing as qualifying. I had been with XXXX XXXX since XXXX, having only Direct Loans. I was on track for forgiveness. The limited waiver was applied to my account in XXXX of XXXX. The payments across my loans were now different for unexplained reasons. I consolidated the loans to obtain the correct highest counts across all of my loans. The consolidation completed in XXXX of XXXX. I was forced to choose Mohela rather than XXXX at the time of consolidation. I have since had an employment certification form processed by Mohela in XX/XX/XXXX. The payment count on the consolidation loan was updated from zero to two payments. I contacted Mohela regarding when the qualifying payment counts prior to consolidation would be included in the total. Mohela indicated that they would be included by the end of XX/XX/XXXX. In the beginning of XX/XX/XXXX, I filed a compliant with the FSA Ombudsman group.
The FSA Ombudsman group has indicated that XXXX XXXX is supposed to update the count, Mohela is supposed to update the count, and that the Department of Education is supposed to update the counts. I have contacted each of the Mohela, XXXX XXXX, and the Deptartment of Education, but no one seems to know who is supposed to update the account. I contacted the Ombudsman groups at each of Mohela and XXXX XXXX while on the phone with the FSA Ombudsman. The FSA Ombudsman group told XXXX XXXX XXXX Ombudsman that XXXX must transfer the loan information to Mohela to get the counts updated. The FSA Ombudsman later told Mohela 's Ombudsman that the waiver will not be applied until later in the fall. I told both that the waiver had already been applied to my account in XXXX of XXXX. The FSA Ombudsman then said that I had to wait longer. When asked how much longer, no answer was provided. The FSA Ombudsman indicated that they have no timeline in which to process the waiver, that it can take years, and that I have no recourse.
I have only had Direct loans and have only had one employer - the federal government.
XXXX is in my promissory note. I have made over 120 qualifying payments and over 118 of them are not being counted. I have already made the qualifying payments toward forgiveness, but my loan servicer refuses to acknowledge them so that I qualify for forgiveness. It has been five months since my consolidation completed, and all of those qualifying payments made before consolidation have disappeared. Nearly ten years of payments are being ignored. Each of Mohela, FSA, the Department of Education, and XXXX XXXX are blaming each other as to why these qualifying payments are being ignored.
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| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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For years I have been in an XXXX ( income based repayment ) program ( historically XXXX ). I am also participating in XXXX. After the release of the XXXX program, I applied via studentaid.gov and linked my tax information. This information was received by my loan servicer ( MOHELA ) on or around XX/XX/2023. On or around XX/XX/2023, I contacted MOHELA to inquire about the application 's status. The agent told me that it was still in process and would be addressed and processed on a first come first out basis. In the meantime, I was told, I would be placed in administrative forbearance. At that point, I inquired if I could just pay the monthly payment ( so that it would qualify for PSLF ) that had been calculated in my account ( around {$350.00} under the XXXX plan ). I was transferred to the regular line and eventually hung up because of wait time. On XX/XX/2023, I called MOHELA again. I waited XXXX minutes for a call back and was connected with an agent. I let the agent know that I was hoping to either XXXX ) expedite the processing of my IDR application for XXXX or XXXX ) get rid of forbearance and pay the rate under the XXXX plan so the payment would qualify for XXXX. The agent then informed me that I was no longer on a XXXX eligible repayment plan and had been moved to the " Levels '' plan. The agent then hung up on me after stating she was going to put me on a brief hold. I called back again, waited around XXXX minutes, and was connected with another agent. This agent informed me that my IDR application for XXXX for lack of documentation, despite the fact that I had : XXXX ) never received notice that it had been denied or that I needed to provide more information ; and XXXX ) had submitted my application on XXXX, linking my tax information. The agent confirmed that I had been placed on the " Levels '' repayment plan, despite the fact that the studentaid.gov account info on my loan 's lists me as still being on the XXXX program. I was transferred to another agent who informed me that my loan repayment due date had also been changed from XX/XX/2023 to XX/XX/2023 without notice. This agent assisted me in resubmitting an XXXX application for XXXX -- I provided the same info as what was provided in my initial application at XXXX. This agent also let me know that my XXXX non-payment ( because I am in forbearance ) would not apply to my XXXX count. She said something like " in the scheme of things, it is only XXXX month. '' My grievance : changing repayment plans and due dates without notice and a staff that is not actually able to resolve issues/change anything. This company should not be handling federal student loans if they can not handle them.
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| 01/25/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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I am concerned regarding a breach of privacy and rights regarding my Mohela Loan Vendor, and involving the bank XXXX XXXX XXXX.
In XXXX of this year, I received a letter dated XXXX stating my auto debit bank account information had been changed after a request made by my bank.
This action negated a previous change I had made to my auto-debit account information on XXXX/XXXX/2016 and had been processed by Mohela for my XXXX 2016 loan payment.
The information provided by Mohela in the letter indicates that they changed my auto-debit information without my consent back to an old account number that existed with XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX has been absorbed by XXXX XXXX XXXX and my account number with XXXX was/is no longer valid. This is what started the whole process of changing my auto-debits in XXXX, 2016.
After being contacted by Mohela I reached out to them and was told that I had followed all procedures correctly for my change in XXXX of 2016 and they verified the change became active and successful for my XXXX payment. They then told me that despite this I would have to reinitiate a change back to my preferred account because the information that I entered in XXXX was no longer in the system due to this contact from XXXX XXXX XXXX. When I called XXXX to discuss why they would change this information without my consent, and why they would use an old and invalid account number, I received no answers. They claimed there was no record of them initiating a change, but they would look into the issue. I have not heard any more on the matter from XXXX.
My issue is twofold. First, I have to repeat a time-consuming process that I have already completed. But, more importantly, I am making loan payments to an institution that seems to have very loose controls on my account information. After following their process, giving my consent, and waiting for the change to enter their system all this work was negated by one phone call that did not come from me -- the only authorized user of my account. Not only did they make the change without my consent, they did not verify the change with me, instead choosing to notify me by letter of what had happened without my knowledge.
I do not understand who is at fault most primarily in this situation, and however - neither Mohela nor XXXX requested my consent for any changes and for that fact, I feel there has been an egregious privacy breach by both institutions regarding my personal information and preferences. It has at times elevated my level of XXXX in my quality of life and marriage, and going forward gives me little faith in the privacy rights I have with Mohela.
Thank you for reading.
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| 03/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I submitted for XXXX in XX/XX/XXXX. My forgiveness still has not been processed and every time I call the customer service provides different information or false information. The wait time is unbelievable, at least 3-5 hours if you want to speak to a supervisor. I have called the following times ( sometimes taking off a day of work to speak to someone at Mohela ) and my issue still has not been resolved : Phone calls made in XXXX ( *At this time my loans were being processed by XXXX ) XXXX - Told my consolidation looked good XX/XX/XXXX - they said call back in XXXX XXXX - Told me to escape my case to a supervisor because my employment certification forms were not being processes properly XX/XX/XXXX - Told that all my employment was approved and my account was being transferred to Mohela XXXX Not to worry. Just wait. be patient.
XX/XX/XXXX - Mohela tells me to wait until XXXX XXXX - Said my 5 employers were approved and I received forgiveness ( not true ) XXXX - Told me to wait that by the end of XXXX I would be approved XXXX - Payment starting to get counted by only at 41 ; today they bumped up to 88 XX/XX/XXXX - waited 2 hours on hold to be told just keep waiting ; payments jumped up to 131 but 88 were qualifying ( this is not true, I have worked in Non-profits and as a public school teacher for 20 years ) XXXX XX/XX/XXXX - 2 hours on hold ; I had to go to work so I hung up XX/XX/XXXX - 2.5 hours on hold ; spoke to a supervisor who has me submit more Employer Certification Forms but could not explain why my former XXXX 's were not all accounted for If you look at my employment history, many of the months I worked are not accounted for : XXXX, XXXX, 4 counts are missing ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX 6 counts are missing ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX 2 counts are missing ( XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX XXXX 4 counts are missing ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX 12 counts are missing XXXX - ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX ( XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX ) In short, I have been waiting for over one year for my loans to be forgiven. I need the help getting through to a competent supervisor with a wait time that is not over 3-5 hours and who can fully process my application. This loan forgiveness is a difference between me being able to be a first time homebuyer at XXXX XXXX XXXX or continuing to be priced out of my rental apartment.
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| 03/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for student loan forgiveness under the TEPSLF program in mid-XXXX XXXX after reaching my ten-year anniversary of service at my regional public university XXXX XXXX XXXX XXXX XXXX XXXX I have been repaying student loans since at least XX/XX/XXXX, so I should have more than enough qualifying payments for the program as well. However, MOHELA, my current loan servicer has initially disqualified all those past payments by claiming that I was paid ahead on my payments due every month and therefore I did not received monthly billing. My stance is that I made the necessary payments under my graduated repayment plan regardless of whether I paid a bit ahead or not.
My prior loan servicer - XXXX XXXX XXXX- did not do anything with my TEPSLF application between XXXX and XXXX XXXX. In XX/XX/XXXX, my {$26000.00} in remaining loan principal ( {$24000.00} DL consolidation subsidized + {$1900.00} DL consolidation unsubsidized ) was transferred to MOHELA for PSLF/TEPSLF processing.
MOHELA has entered my loans ( inaccurately, I believe ) into their system, but they have only counted 31 qualifying payments toward each respective loan covering the period during the pandemic. When I reached out to MOHELA twice in early XX/XX/XXXX, I was told that my payments between XXXX did not count because I was always in " paid ahead status. '' This " paid ahead status '' is penalized under income driven plans, but I was on an entirely different repayment plan for graduated repayment. Regardless of whether I technically paid ahead I surely made the minimum payments each month, so these payments should be reclassified as qualified payments.
In addition to the 31 payments per loan that MOHELA is counting for the pandemic, there are 114 combined payments MOHELA does not count between XX/XX/XXXX and XX/XX/XXXX, deeming that " no bill was due for the period. '' Additionally, MOHELA has no record of my repayments between XX/XX/XXXX and XX/XX/XXXX, which appears to be a flat out error and omission ( I'm listed as having one payment in XX/XX/XXXX which oddly does not qualify somehow as a qualifed repayment ).
In my XXXX calls to MOHELA, I requested a hand recount of my qualifying payments under TEPSLF rules, and I was told to wait six weeks. MOHELA 's answer always seems to be wait, wait, wait. Could you at CFPB encourage MOHELA to expedite my recount and permit me to get to the point where I can appeal any faulty decision by MOHELA henceforth? I've seen from other posts of borrowers that they might wait many months or even years for such redesignations.
Thank you very much, and I look forward to your reply and any follow up questions you may have.
XXXX XXXX XXXX
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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MOHELA the commercial dot com company being used to service federal student loans, is sending out confusing and erroneous billings that are hap-hazard and erroneous.
The education department has withheld payment to MOHELA ( see attachment ), due to the lack of accurate billing and the instantaneous defaulting errors. The problem however is much deeper than has been acknowledged. In their haste to respond, MOHELA did not apply IDR plans to the billing. And as such expose students to high potential of default.
MOHELA is sending out billing statements that do not reflect any XXXX XXXX XXXX ( XXXX ) plan loan recipients adjusted billing. By not billing according to the established XXXX plans that loanees may have accepted, MOHELA is again creating the foundation for default. The reason students accepted the Income base repayment plan was because mathematically they could not afford payments on low incomes. MOHELA is ignoring the repayment plans and are billing full amount, increasing potential for defaults.
My Loan ( s ) were put in IDR in years XXXX to Current. I also agreed to automatic recertification ( see attached ) which allows the Federal Government to review my tax filings each year and adjust my payment schedule amount according to my income. Loans from all years are bundled into a single payment which is based upon my Income.
The Federal Government via the Education Department has notified MOHELA of the IDR but MOHELA has not acknowledge it in billing. Additionally, because MOHELA was delinquent in its billing I was forced to send a payment to the XXXX XXXX XXXX department for the Month of XX/XX/XXXX ( see attached ). Typically, the XXXX XXXX XXXX Department will forward any Payments within 30 days to Commercial Loan servicing companies like MOHELA, who has not sent any acknowledgement of the payment and how it was applied.
In remedy, MOHELA should send billing according to the XXXX plans, which they have not done. All prior billing should be cancelled because of the error of the billing which did not apply the XXXX plans. Future billings should acknowledge the XXXX plans. No XXXX eligible for the repayment plan should be forced into default because of MOHELAs erroneous billing.
APPLY ANY ESTABLISHED INCOME BASED REPAYMENT PLAN PRIOR TO SENDING OUT BILLING APPLY THE CURRENT SAVE REPAYMENT PLAN IF APPLICABLE PRIOR TO SENDING OUT BILLING.
NO DELINQUENCY OR DEFAULT OF PAYMENT SHOULD BE RECOGNIZED UNTIL MOHELA CORRECTS AND UPDATES THE APPROPRIATE REPAYMENT PLAN INTO THE BILLS.
UPDATE BILLING INFORMATION TO REFLECT THE PAYMENT ( XXXX ) MADE TO FEDERAL STUDENT LOAN ( SEE ATTACHED ) WHILE MOHELA STUMBLED TO BILLING CYCLE.
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| 08/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been pursuing Public Service Loan Forgiveness ( PSLF ) since XXXX. My loans were being handled by XXXX until they were transferred to MOHELA last fall. I had one employer certification form ( ECF ) in process at the time of the transfer. It had been submitted in XX/XX/XXXX. When my loans transferred to MOHELA, my payment counts had still not been updated, so I re-submitted my ECF, concerned that it may have been lost during the transfer.
On XX/XX/XXXX, my ECF was approved and payment counts were updated from XXXX to XXXX, as expected. But in a letter dated XX/XX/XXXX, MOHELA apparently processed the re-submitted form and ( incorrectly ) declared that my employer was an ineligible for-profit institution. My count went down from XXXX to XXXX.
The employer on my form was in fact a qualifying 501 ( 3 ) ( c ) nonprofit organization that is listed as an eligible employer on the U.S. Department of Education XXXXs Federal Student Aid Public Service Loan Forgiveness Employer Search tool at XXXX : XXXX. I emailed MOHELA explaining the situation, asking for clarification, and informed MOHELA I was ( re ) resubmitting my form. I received a useless email referring me to the employer search tool.
I waited awhile longer for my resubmitted form to be processed. Eventually I saw that it was labeled a " duplicate form. '' I did not know what that meant and again reached out to MOHELA on XX/XX/XXXX -- they gave some canned response about unprecedented time delays. I reached out again on XX/XX/XXXX asking for specifics related to the meaning of a " duplicate form '' and whether my form had been processed and whether my employer was approved. I got an email response from MOHELA that my form had been processed. They again referred me to the employer search tool, which, mind you, I had already checked -- my employer was listed as eligible.
I called MOHELA on XX/XX/XXXX, and was told my employer was not eligible. I explained that my employer was listed on the search tool as eligible and that there was an error in the processing of my form. The MOHELA worker resubmitted my form and said she made a note that my employer was eligible according to the employer search tool.
Since that phone call, nearly six months have passed and well over 90 business days. I have reached out to MOHELA three times and got generic " trust us, we're counting '' responses. To date, my payment counts have not updated and I have not received a letter informing me of the results of my submission. It has been more than a year since I first submitted this form and I am beyond frustrated with MOHELA. I have no trust for an organization who has mishandled my case so badly.
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| 05/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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On XX/XX/XXXX I finally received my official letter in the mail ( attached ) from MOHELA and XXXX XXXX XXXX informing me that they had determined that I met all of the requirements for student loan debt forgiveness under the XXXX XXXX XXXX XXXX XXXX program and that my existing student loans had been forgiven in total. While this was certainly welcome news to me after an arduous year and a half of dealing with multiple loan servicers and submitting and re-submitting my documentation and dealing with many unhelpful bureaucrats along the way, there is still XXXX more issue that has been left unresolved ; namely that I am due {$4900.00} dollars as reimbursement for XXXX overpayment for the 18 months of payments that I made after I had reached XXXX qualifying payments for my loans in XXXX of XXXX. I am including a screen capture file ( attached ) showing my XXXX tracker with XXXX Qualifying Payments approved on XX/XX/XXXX which was the status of my account a few weeks before my student loan forgiveness was approved and processed and then my online account showed as in good standing once the forgiveness was processed ( additional screen capture attached as well ). This clearly shows that I had made many months of extra payments, along with some additional credit for Qualifying Payment periods during the XXXX student loan payment pause period.
Since receiving my loan forgiveness under XXXX in XXXX I have made several follow up phone calls to both MOHELA staff and staff at Federal Student Aid to find out when I would be receiving my XXXX reimbursement payments and neither entities were able to provide me any information or confirm to me that I was indeed getting the reimbursement that I am rightfully owed under federal law and multiple XXXX XXXX order relating to the XXXX XXXX XXXX XXXX program.
After making a year and half of extra payments on my DIRECT Federal subsidized and unsubsidized loans after I had crossed the required XXXX payment threshold under the XXXX XXXX XXXX XXXX XXXX in XXXX of XXXX, I am due those funds. Those extra payments that I made in the total amount of {$4900.00} dollars during the period of XX/XX/XXXX through XXXX of XXXX should be refunded to me immediately now that my loans have been forgiven.
I request an answer immediately as to the status of my {$4900.00} dollar XXXX overpayment reimbursement and the quick deposit of these funds back to me either via direct deposit from the XXXX Treasury to my bank checking account or a physical check in the mail to my mailing address.
XXXX XXXX, XXXX XXXX XXXX RI XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX
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| 02/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I transferred my student loans to MOHELA in XX/XX/XXXX, as my previous loan servicer had advised me to since they were closing and MOHELA was taking over all PSLF accounts. I submitted my employer certification forms to MOHELA in XX/XX/XXXX, and 90 days later ( as they state ), my application was denied because my previous employer XXXX was filled out incorrectly. I submitted 2 forms, one for my previous job and one for my current job. The current employer form was approved but the counts were incorrect. When I called the company told me the counts would correct themselves once I was completely approved.
I get my previously employer to fill out the form again and re-submit it, and MOHELA tells me I have to wait another 90 days for it to be processed. In XXXX I was Denied so I call to inquire and they said its denied because of how the form was filled out ( my previous employer wrote a note about my part time employment there in addition to my full Time employment ). They requested I fill out a new form for that employer, so I contacted them, had them fix the mistake, and resubmitted the form in the same month. The processing speed was much slower this time and my status for the form changed from Processing to Processed in XXXX. I call because I have no letter or any info and they said the dates were entered on that same employer form incorrectly ( XXXX XXXX vs XX/XX/XXXX ) so that it was denied again. I requested to speak to someone higher up to better understand how my old employer kept filling the form out incorrectly and to ensure it wouldnt get denied for anything else. The representative I spoke with put me on hold to speak to a higher up but I was on hold for over an hour so I hung the phone up. I again re-submitted the form asking my previous employer to fill it out again, with the changes noted, and she did. I submitted in XXXX and now am waiting again for either an approval or denial, for another 90 days.
I cant help but feel like its unfair that they keep making me wait 90 days for approval. On top of that they said my current employer counts wont be on the account until Im fully approved. So I feel like this complaint is warranted, aside from the fact I dont trust them. I have all my letters from my previous loan servicer as of XX/XX/XXXX because I cant trust MOHELA will accurately determine my counts. All the staff have different info and tell you different things. My employers have always counted before the revisions to PSLF and one staff member of MOHELA told me my loan didnt count ( unsubsidized ). Theyre incredibly inconsistent and its so frustrating for someone who is just trying to get her PSLF forms processed.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the SAVE repayment plan on XX/XX/23.
I received a notice from my servicer, MOHELA, dated XX/XX/23 stating that my recent request has been received and is expected to be processed within the next 90 business days. I assumed this related to my SAVE repayment plan request.
I received a notice from MOHELA dated XX/XX/23 stating that MOHELA has placed an Administrative Forbearance on [ my ] account. I had not requested a forbearance and the notice provided no further explanation as to why my account was placed in forbearance. The notice stated that the forbearance would end on XX/XX/23.
I received a notice from MOHELA dated XX/XX/23 stating that my Income Driven Repayment ( IDR ) plan request has been approved. The notice stated that my monthly payment would be {$430.00} and this plan would go into effect on XX/XX/23. The notice said nothing about my SAVE request being denied or rejected.
As of XX/XX/23, I had not received any communication from MOHELA about my return to repayment. I decided to both send a message to MOHELA and call the customer service line. I waited on hold for about 1.5 hours.
When I spoke to an agent, I was told the following : ( 1 ) My account was placed in administrative forbearance at the request of the Department of Education. The agent could not provide any further explanation about why the Department of Education made this request. ( 2 ) I was told that I would continue to receive credit for qualifying payments for PSLF purposes while my account was in forbearance. ( 3 ) I was told that MOHELA had rejected my SAVE repayment plan request. The agent could not explain why the request was rejected, when it was rejected, or why I never received notice that it was rejected. ( 4 ) I was told that MOHELA would re-submit my SAVE repayment application and that it should be processed in about a week. In total, I was on the phone for about 2.5 hours.
I received a notice from MOHELA dated XX/XX/23 stating that my recent request has been received and is expected to be processed within the next 90 business days. I do not know what request this is referring to, but I assume it is the re-submitted SAVE repayment plan request.
Finally, on XX/XX/23, I received a response to my XX/XX/23 message to MOHELA stating that MOHELA assumed my inquiry has been handled.
At this time, I still do not know : ( 1 ) why my account was placed in forbearance ; ( 2 ) when I will have to resume payments ; ( 3 ) how much my payments will be; ( 4 ) why my SAVE repayment plan was rejected ; or ( 5 ) whether my SAVE repayment plan request has been resubmitted.
I would appreciate answers to these questions right away.
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| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My account is currently in administrative forbearance, which Mohela placed me in for unknown reasons. I regularly log in to my online account to check that the forbearance is still active prior to my usual payment date to ensure I don't miss a payment. I am pursuing PSLF, so this is very important.
When I logged in on XX/XX/XXXX, my account showed a smiley face icon next to a message that informed me that my account was in good standing. My loan balance was listed as {$0.00} ( rather than the approximately XXXX XXXXXXXX it should have been ). When I tried to access information about my loan details, I was shown a message that due to the status of my account, this information could not be displayed. When I tried to view my PSLF payment tracker, this option had been removed from my account. I was shown a message that informed me that Mohela did not have any PSLF information in their system for me at this time.
At this point, I was confused and called Mohela to try to figure out what had happened. Due to long wait times, I was given the option to have a representative call me back. When the representative called me back, I shared all of this information with him, and he informed me that my loans had been XXXX on XX/XX/XXXX. I asked if this meant they had been forgiven, and he said they had. I asked for documentation to confirm this, and he said no letter had been generated yet, but that it would be mailed to me within 30 days. This was exciting news for me, and I returned to my account several times to see the smiley face and message.
The next day ( XX/XX/XXXX ), I logged in to my account to again view the message. Instead, the smiley face icon and message of good standing was gone. I found that the full amount of my loans ( just under $ XXXX ) had been reinstated. I was again able to view my loan details, but the PSLF tracker counts were still missing. I called Mohela to find out what happened.
The trainee who took my call was kind, but ultimately over the course of our hour long conversation she was unable to determine what had happened. She did not see the discharge information that the representative from the previous day had seen, and she also could not see any records of my PSLF counts. She and a supervisor suggested it might be the result of a consolidation I requested in XXXX of XXXX, but that has been completely resolved since XXXX of XXXX, and everything in my account has been correct and up to date since then- until XX/XX/XXXX. Additionally, the representative I spoke with on XX/XX/XXXX said that the administrative forbearance Mohela placed me in made it difficult for her to see information about my account.
|
| 11/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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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 ).
|
| 10/15/2021 |
Yes |
- Debt collection
- Federal student loan debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Servicemember |
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U.S. Department of Education, I write this letter today to express my dismay when it comes to the information that is displayed on my current credit file.
As stated by your website and others, your organization is known for their ability to help resolve issues revolving around matters, similar to this one.
The dispute in question is based on paperwork that is obviously sent directly from Mohela, a small college that my daughter attended back in XXXX XXXX XXXX
The letter states that the balance has been differed until XXXX, but yet my current credit report plainly shows a balance that is premature as well as misquoted.
The balance for XXXX is {$7300.00} The balance for XXXX is {$6000.00} And the balance XXXX is {$9000.00} But if you look at my credit file as listed below There are a number of mathematical oversights.
The amount for XXXX is stated as {$10000.00} on my credit file but, the paperwork provided by Mohela states {$9000.00} A difference of {$1400.00} ________________________________________________________ The amount for XXXX is stated as {$7200.00} on my but, the paperwork provided by Mohela states {$7300.00} A difference of -96.00 lower amount altogether If the interest is growing, then how is the amount lower at this point.
________________________________________________________ The amount for XXXX is stated as {$6000.00} on my but, the paperwork provided by Mohela states {$9500.00} A difference of {$3500.00} lower amount altogether And Strangely enough the amounts listed appeared on my credit score less than a month ago.
XX/XX/XXXX.
Where as the paperwork that states the approved deferment is dated XX/XX/XXXX.
The deferment was granted no more than a year ago.
A possible oversight perhaps, but the misquoted amounts lead me to believe that it is more than just a behind the scenes mistakes. Possibly a non procedural way of taking advantage of their students. Being her father my concern has been heighten.
I am now blowing the whistle as a Concerned parent as to the treatment of my credit file as well as daughters credit file.
A huge over sight when dealing with specifics.
As you can plainly see there are a number of inconsistencies that have affected my credit file.
At this point I am officially requesting help on this subject matter based on the difficulties that are presented. It is like arguing with an entity that does readily understand their own paperwork, as if to say a roundabout figure may just apply, when credit repayment is a business of exacts.
To reintegrate According to their paperwork the first payment is not due until XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX
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| 01/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted an application for the XXXX on XXXX XXXX. I uploaded my past and current employer. My current employer wasn't coming up under the database online, so I had to enter my current employer manually. I have been employed with a governmental organization since XXXX of XXXX. I was told that I needed to provide documentation from my current employer stating that they are a governmental organization and that they are tax exempt. I provided this information in XXXX. I have been constantly calling Mohela and have been placed on hold for hours before being able to speak with a representative. After finally being able to speak to a rep, I was told back in XXXX that my current employer had been verified as being a eligible employer, but after receiving my letter from Mohela it stated that I am eligible for XXXX payments but I have only been approved XXXX payments and that XXXX payments need employment certification. So, I contacted Mohela again after receiving my letter and told the rep that I was told back in XXXX of XXXX that my employer had been verified as a governmental agency. I was told by the rep that it had not been verified and that it is still being processed and it can take up to 90 days. I called back in XXXX of XXXX and was still told the same thing. I called back today, XX/XX/XXXX and I was told by the rep that it's still being processed and that it takes XXXX business days. At this point I'm irritated because you have to listen to a million prompts before even being transferred to the department you're needing. Then you have to wait on hold for hours before getting a rep on the phone. So, I finally had a lady to pick up today and after she told me that it was still being processed, I demanded to speak with a supervisor because I wanted to make a complaint because I feel like my case is not being handled seriously and that I'm being given the run around. She placed me on hold for a while and finally came back to the phone and said that she was transferring me over to her supervisor. That was over an hour and XXXX minutes ago and I'm still on hold waiting for a supervisor to pick up. This is absolutely ridiculous!!! No one should have to file a complaint in order to be taken serious. I have about XXXX coworkers who have been told the same thing that I have been told. It should not take this long to verify an employer. It has been almost a whole year. I feel that all governmental organizations should be updated in the student loans.gov database so no one have to go through this and wait this long. At this point I should be close to having XXXX eligible payments in order for my students loans to be forgiven.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I found my students loans were put into deferment when I did not intend this. I called XXXX to discuss and ensure I was able to protect my PSLF status as due to the deferment, my autopay on XX/XX/26 did not get take from my account. I was told on XXXX that the only way to remove deferment was a formal letter uploaded and it would take XXXX business days to process. I inquired about my PSLF status and payment for XXXX and was told to hold while she spoke with a supervisor. When she returned she stated that once out of deferment, I could make a payment that would count toward XXXX. I asked if she would note that specifically in my account and she agreed. I uploaded my letter. I called back XXXX to inquire about the status of my loans still being in deferment. I was told that it takes XXXX days to process and that they recommend I make a payment based on my IDR today to count toward XXXX. I informed this agent that I had received conflicting information. She stated " it's up to you I'm just providing my recommendation ''. I made a payment. I think did more reading on Student Aid.gov noting that even making a payment while in deferment, it would not count toward PSLF. I called back and this agent said it takes XXXX business days to process deferment. She stated that I would not get credit for an XXXX payment for PSLF unless made within XXXX days of XX/XX/26 which was the due date of the XXXX payment if I had not been in deferment. She also said that payments during deferment do not count. I explained this was conflicting and she asked me I I spoke to newer agents, I explained the agents did not disclose their levels of training. I asked if my deferment is not processed by XXXX days after XX/XX/26, would an XXXX payment count. She said no. I asked if she could review what the other agents had said as all information was conflicting and she said there were many pages of information and it did not say what I explained. I asked if I should cancel the payment I just made and she said " it's up to you, depend which agent you want to believe ''. I then asked to speak to a supervisor and have been on hold for XXXX hours.
I think it is wrong for a student loan servicer to have agents given XXXX different answers about this situation and not provide me with anything in writing regarding our conversations for me to have future protection by following their advice. I asked if I could have copies of the notes from the calls and was told I would need a court order. I am simply trying to make my payments and qualify for PSLF and am receiving conflicting information from Mohela itself. I still am not clear what is best to do next.
|
| 12/02/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I submitted my application for the Public Service Loan Forgiveness Temporary Waiver in XX/XX/XXXX. I obtained certification from both my employers for continuous PSLF and TEPSLF qualifying employment since XX/XX/XXXX. Under the waiver, I believe I now qualify for forgiveness. The first servicer XXXX acknowledged my application and notified me of missing information, which I supplied to them in XX/XX/XXXX, and never received any further information about processing of my loan. In XX/XX/XXXX, once the transition of the PSLF/TEPSLF servicing was transferred to MOHELA, I called to inquire about the status of my application and was told to wait until they reviewed my information. On XX/XX/XXXX, I checked the payment tracker and noticed that loan payments made between XX/XX/XXXX and XX/XX/XXXX were not reviewed or accounted for, and that some payments were listed as " no payment was due. '' When I called to inquire about this, I was advised that the employment certification forms sent to MOHELA from XXXX were truncated and difficult to read and I was advised to resubmit my employment certification forms. New employment certification forms from both of my previous employers were uploaded to the portal on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I received multiple notices in the mail stating that my application for PSLF had been denied, and these forms indicated that my qualified employment dates had not been documented correctly. MOHELA had only documented as certified employment from XX/XX/XXXX- XX/XX/XXXX, when I have submitted certification documents from public service employers ( a city government and an academic XXXXXXXX XXXX XXXXXXXX ) continuously since XX/XX/XXXX. I called again on XX/XX/XXXX and was advised that there probably had been a systematic computer error when reviewing my application and a reprocessing request had been executed. At that time, I was advised to wait until XX/XX/XXXX to see if changes were made to my payment trackers indicating the application had been reprocessed, and if not, to call and request my application be referred to the escalation team. On XX/XX/XXXX, I checked my account and called to request my application be referred to the escalation team. At that time, I was told that I could not make that request and that I yet again had to wait until the application was processed. At that time, I requested to speak with a supervisor and have been on hold for over two hours. It is extremely frustrating and unacceptable that MOHELA continues to make errors when reviewing my application AND when I call to rectify the situation am repeatedly told my only recourse is to continue to wait.
|
| 04/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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My name is XXXX XXXX. I am a XXXX XXXX XXXX XXXX After many odds job, in XX/XX/XXXX, I enrolled XXXX XXXX XXXX to learn about XXXX XXXX with the hope that after graduation I would easily find a good job. My major was XXXX XXXX XXXX XXXXXXXX. In XX/XX/XXXX, XXXX XXXX was forced to close down due to fraud activities in a long period of time, plus the teaching quality and curriculum were too out-dated because of their greed. I was in despair for months. As a student I did not know anything about it until the college closed down. I was completely disoriented for a while. However, I could not let my XXXX years of study go easily. I slowly regained my spirit and determination to complete the program I was studying. I tried to transfer my credits to another college, but I was not able to find any college in XXXX XXXX where I live that would accept me or that I could afford to attend. Finally, I found XXXX XXXX in XXXX that accepts my credits from XXXX XXXX. Because I was almost graduate from XXXX XXXX and able to transfer a large portion of credits from there, I only needed to study online in XXXX year ( XXXX ) to complete XXXX XXXX XXXX XXXX program and graduated from XXXX XXXX XXXX
However, XXXX XXXX teaching quality made my knowledge crippled, plus because of study online I did not have any support in terms of job placement in XXXX XXXX. I went to a lot of interviews, I even got into the 2nd or 3rd round of recruitment, but in the end I still lost to the candidates who graduated from universities around here. In the midst of extreme disappointment, I was hired by XXXX XXXX to work as an XXXX XXXX, a profession that I do until now with a minimum wage and only requires being a high school graduate to work. Nothing good in return to me after XXXX years of study, except that I have to bear big student loans totaled {$39000.00} ( it was much higher and I paid it down ) in which about {$31000.00} from XXXX XXXX and {$8500.00} from XXXX XXXX Eventually, it was my big mistake to transfer credits to XXXX XXXX but I did not have a second choice at that time.
Please help me to get all of my student loans discharged or at least {$31000.00} from XXXX XXXX. I simply can not afford to pay these loans due to my salary level and the expenses of living in XXXX XXXX. I am a victim of an unqualified college which was controlled by the Department of Education.
Thank you for reading this letter. I really hope you will help me get out of this terrible situation. Please do not hesitate to contact me for further questions.
Note : In XX/XX/XXXX, I already contacted Mohela ( before it was XXXX ) about this matter but I got rejected.
|
| 02/19/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Good evening : I am I am writing this unassisted, please forgive any misspeling that is not caught by spell check. My caregiver is not able to help at this moment. I have submitted information that I have not been able to work for the past year, and that I have been decared as TPD by the XXXX and XXXX the State of Nevada PERS division XXXX I am drawaing a pension from the DOD and the State of Nevada. I am pending SSDI/SSA. I am writing again to advise or trying to clarify what inforamatin yyou may need, I have short term memory issues. Please forgive me that if iI do not write thej down they are gone if I do nto commit them to long term.l I do my best ; I do not want to provide anyone wityh wrong information. However the increased amount of the forbearance is concernin g to me, i did not ask for the forbearance but rather if this loan could be considered for cancellation or discharge-if it can not a simple yes or no answer is all I need rather than a run around and a forbearance of a year and increase interest. I have ben burned by XXXX XXXX in the past while on XXXX XXXX. I can not express the deepest concern and frustration aboutt this situat8ion and potention others that maybe in this situatiohn. Yes, I applied for this loan- I can only afford the amount that I agreed to because of the therapy that I am in-the forberancec and the increased interest that this places-thus the small payments thatt I am paying which i hope to XXXX i understood. The lack of communication about what this was about and the potential situation that this is in. The massive csr turn around calls that refer me or my caregiver to nel net- i am very confused. If this loan is NOT eligible for forgiveness/cancellation/discharge at all and I mean at all. Please do NOT lie. I have not lied to you about my situat8ion,, that I have not worked, that I am XXXX and that I have submitted my entire medical file for review which is very invasive. I ajm very and more than willing to cooperate but I feel that talking to anyone i get stuck in que upon que, per my last notes I need to submi a statement that I will not be filing taxes that my income from the VA is non taxable. See : I.R.C. 104. Military XXXX payments are nontaxable. Regardless of this situatin, all of the thihn going on in the world or in everyone 's life. Please all I ask is, 1. ) Do I need to pay the aggreed amount of XXXX or more? 2. ) Is this loan viable for discharge/cancellation/forgiveness? XXXX. ) What additional information do you need at this time?
Please note : I will be sending a copy of this information to the BBB, CFPB, and the Student Loan Ombudsman.
XXXX XXXX XXXX
|
| 02/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am a federal employee working towards XXXX forgiveness for my federal student loans. I typically submit an employment certification form ( ECF ) each year in order to have my payment count updated. This was my first year certifying my employment with Mohela, after having had my loans transferred to Mohela from XXXX XXXX, and it has been an absolute disaster.
I submitted my XXXX to Mohela in XX/XX/XXXX. My previous XXXX had been submitted ( to XXXX XXXX ) in XX/XX/XXXX, and so I was seeking to have my payment count updated to reflect the period from XX/XX/XXXX to XX/XX/XXXX. Due to the student loan pause, which provides XXXX credit for each month spent in qualifying employment, and the fact I was in qualifying employment for entirety of the period covered by my XX/XX/XXXX XXXX, I was entitled to XXXX credit for each month from XX/XX/XXXX to XX/XX/XXXX. But Mohela, after completing my payment count in XX/XX/XXXX, only credited me with 5 qualifying payments in that period. The remaining months say " employment not certified in my payment tracker on XXXX website.
I called Mohela for the first time about this issue on XX/XX/XXXX and was told that my payments were still the process of being counted and that this process would be completed in XXXX weeks. I doubted this was the case, as I had already received a letter from Mohela on XX/XX/XXXX stating that they had reviewed my XXXX and calculated the number of qualifying payments I had made, thus implying that the counting process was complete. But I decided to give them a few weeks to see if they could fix the problem.
When my payments were still being credited incorrectly on XX/XX/XXXX, I called Mohela for a second time. The representative I spoke with this time told me essentially the same thing that they were still in the process of crediting XXXX payments and that, eventually, my payment counts would be updated, but that he could not give me a date by which this would be completed. He stated that it was misleading to have sent me a letter implying that the process was complete.
Im submitting this complaint because I am concerned that I am being given the runaround and that nothing is actually being done to ensure that my XXXX payments are properly credited. Im also concerned about Mohelas recordkeeping practices with respect to XXXX payments. They are my third student loan servicer and this is the first time I have had so many errors in my payment count. Even if it is the case that Mohela is still trying to calculate payments, it is absurd that it is has taken so long and that they can not give an estimated date by which the process will be complete.
|
| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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On XX/XX/XXXX of XXXX. I sent a message request via the MOHELA app requesting refunds for payments made during the pandemic XX/XX/XXXX to XX/XX/XXXX under the CARES Act. The following payments were made to XXXX during the pandemic.
XX/XX/XXXX - {$320.00} from XXXX Checking ending in XXXX XX/XX/XXXX - {$4400.00} from XXXX Checking ending in XXXX XX/XX/XXXX - {$2400.00} from XXXX Checking ending in XXXX XX/XX/XXXX - {$15000.00} from XXXX Savings ending in XXXX XX/XX/XXXX - {$14000.00} from XXXX Savings ending in XXXX XX/XX/XXXX - {$12000.00} from XXXX Savings ending in XXXX Total amount comes to {$49000.00}. These amounts were taking from my bank statements which I have copies of.
I got a response via message on XX/XX/XXXX verifying my request, confirming that it was in process. My principal balance and interest increased within 2 weeks of the request.
I called MOHELA on XX/XX/XXXX and was on hold for 1 hour and 49 mins until my call was dropped. I then message MOHELA via the app asking for an update.
I never received any update via message. During the month prior to payments restarted I accumulated interest on my increased balance that I had not been paid. I enrolled in the SAVE plan but the interest that accrued prior to XXXX will be added to my balance.
I called again on XX/XX/XXXX, a month later and was told it takes up to 3 months for Treasury to send out payments AND that they will receive a notification from the treasury when they send out the payments. That I could call them to check if that notification had been sent. So far as of today, on XX/XX/XXXX, well over past the 3 months they still have no answer. Despite adding this money back to my principal.
On XX/XX/XXXX, I received a message from MOHELA via the app that I was noted to have called and therefore they assume my matter was handled. It was not. I called over a month after I sent the message that they never replied to, I did that because I couldn't get a hold of anyone on the phone. The gave me a non-reply over 40 days later.
I called today ( XX/XX/XXXX ) and got the same misinformation and that it was not their problem. I requested the refund from MOHELA as I was required to do. It is their problem. I don't expect them to send me the checks, but it is their responsibility to make sure my request is being handled in a timely manner. There has been no verification if my request received by the treasury has any issues or not.
I believe I have called MOHELA more than enough and I never get quite the same answer from them. I am owed {$49000.00} from MOHELA via the treasury. Please help me figure out how to complete this refund.
|
| 12/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XX/XX/, I submitted a complaint to the CFPB about Moheal 's inability to answer basic questions about my student loans. ( XXXX ). I received an unexplained forbearance placed on my account in XX/XX/. XXXX did not notify me in any way, and they did not clarify if this forbearance would count towards my Public Service Loan Forgiveness ( PSLF ) credits. I messaged Moheala through their online portal and received no response.
I decided to call Moheala and ask. In my complaint, I pointed out that Moheala provided me with terrible information from a brand-new employee who had no idea what she was doing ( no fault to her, as this is a training issue with Moheala ). The employee told me the SAVE program did not count for PSLF. However, she was wrong. She After several hours on the phone, I still never received my answer. I submitted my CFPB complaint, and two months later, I received an email response about my complaint. I logged in to see what Moheala would say, and to my surprise, there was no response. The file attached to my complaint was labeled " threat detected '' and " corrupt. '' There was no response. Of course, I don't agree with this bc there wasn't anything done, but CFPB closed my complaint.
Fast forward to XX/XX/. A letter arrived from Mohela on XX/XX/XXXX. This letter, which took over two weeks to get to me, arrived, and guess what?
The information Moheala mailed was utterly wrong. In the letter, Moheala writes that this was in response to my CFPB complaint ( that's right ). Moheala continues by saying that my complaint to CFPB was to REMOVE this forbearance because of my Borrower Defense to Repayment ( BDTR ) application. I have not filed a BDTR for these loans and do not have a BDTR on file.
Further down the letter, Moheala notes my account was placed on forbearance because of BDTR and that they went ahead and notified the Dept of Education to remove this forbearance.
My questions and complaints have always been about the SAVE program and PSLF. I never once mentioned BDTR. Moheala is incompetent. This organization is supposed to be one of the agencies that represent the DOE and collect millions of student loans. The company can not even address simple common questions with a mess up. People expect Moheala and the other student loan servicers to have their act together, but it's clear that this isn't the case. Moheala can not perform their duties to service the student loans, and it's an embarrassment.
I still never received an answer from Moheala as to whether the forbearance will count for my PSLF. Thankfully, the Department of Education addressed this and has released it.
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| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I paid one of my loans ( XXXX XXXX XXXX, 7.08 % interest rate ) in full on XX/XX/XXXX and received confirmation from MOHELA that the payment was accepted. I continued to make payments on XXXX of my other loans ( XXXX XXXX XXXX with a 6.6 % interest rate that was reduced to 6.35 % due to XXXX XXXX of which I have been enrolled in since XXXX ). Following the resumption of student loan interest, my remaining loans ( XXXX XXXX XXXX, XXXX, XXXX & XXXX ) were properly reflected in my account through XX/XX/XXXX. I called XXXX times to advise that my XXXX XXXX was scheduled by MOHELA to come out on XXXX different dates ( XX/XX/XXXX & XX/XX/XXXX ), asked for it to come out on XXXX date to prevent issues, and was assured that it would come out in XXXX lump sum payment on XXXX date ( XX/XX/XXXX ). Despite this, a payment for XXXX XXXX XXXX, XXXX & XXXX came out on XX/XX/XXXX and a payment for XXXX XXXX XXXX came out on XX/XX/XXXX. I called on XX/XX/XXXX and was told by the rep this would be remedied and would start coming out on the XXXX of each month.
My account information was then erroneously changed by MOHELA so that XXXX XXXX XXXX ( paid in full ) was reapplied to my account and is currently accruing interest, while XXXX XXXX XXXX was put into a purported " credit '' status so that I couldn't pay it in full. Moreover, I received a delinquency notice ( and purported delinquency forbearance ) despite the XXXX XXXX taking out the full amount of the payment for all active loans. I called MOHELA repeatedly about this issue and was told on XX/XX/XXXX by a supervisor that it would be rectified within XXXX to XXXX business days ; however it has not been corrected. I then called about the interest accruing on my account based on erroneous principal balances and was told that my account would be put into a forbearance wherein the interest would not accrue. To date, interest continues to accrue on my account and the interest rate on XXXX XXXX XXXX was suddenly changed from the reduced 6.35 % to 6.6 %. Additionally, the representative that I spoke to this evening ( after trying to speak to a supervisor for over XXXX hours to no avail ) told me further incorrect information related to my account : that my interest rate was only to accrue at 6.6 % although my auto debit has been approved and in place since XX/XX/XXXX with multiple correspondences with MOHELA affirming same.
MOHELA appears to be playing with the numbers because while the overall total balance appears correct, the individual principal balances on the loans remains incorrect and erroneous interest continues to accumulate on my account.
|
| 07/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela is withholding, as the federally contracted education loan servicer, XXXX of the COVID forbearance education loan payment refunds that I requested on XX/XX/XXXX. Each time Mohela has processed a refund payment though the US Treasury, it has changed my zip code in my contract information in my account profile. On XX/XX/XXXX, the first refund payment issued by the Treasury was mailed to a DC area zip code instead of my zip code in Texas, although the rest of my address remained a Texas address. That check never reached me, and Mohela staff told me it was returned to the Treasury for an incorrect zip code and the check was cancelled by the Treasury. On XX/XX/XXXX, Mohela issued the second refund payment through the Treasury to a XXXX zip code instead of my XXXX zip code that I had corrected in my profile last winter. My zip code was correct in my education/servicing agent profile before the XXXX check was issued and i had corrected after learning that the check was returned. Then, I looked at my profile after Mohela advised me that a second check was sent and the zip code had again been changed from XXXX to XXXX. I did not change it myself, so it had to be changed by Mohela staff, clearly with the intention of preventing me from receiving the refund checks both times. I feel like I am being scammed. On XX/XX/XXXX, I received a letter in the mail dated XX/XX/XXXX from Mohela advising me they are researching what happed to the first check sent in XX/XX/XXXX - after their staff told me last winter that the Treasury had cancelled the check when it was returned with a bad address by USPS. It appears evident that the " we need to research this '' tactic- when they already know what happened to the check issued in XXXX- is merely a stall strategy in an attempt to not have to pay the funds or at a minimum delay the payment of the refund. It would be really convenient to tell everyone who requested their COVID forbearance payments refunded and then consolidated their adjusted balances, that the refunds are just taking forever ... .people might die, forget or just not continue to press for it. In my case, I had paid down my total education loan balance to {$16000.00} during the forbearance period. Pretending to refund me COVID payments, Mohela processed my loan consolidation request for {$30000.00}. ff they never actually made the refunds I requested ( which they by the way offered to make ), then Mohela would pocket {$13000.00} and could probably hide that in their accounting bookkeeping in some fashion. Again, this feels like an attempt to scam customers. Thank you for addressing this.
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| 01/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX, I received correspondence in my online account dated XX/XX/XXXX ( see Attachment 1 ) indicating that I only had made XXXX XXXX qualifying payments for loan sequences XXXX and XXXX. On or around XX/XX/XXXX, I received correspondence from XXXX XXXX ( see Attachment XXXX ) indicating that I had XXXX PSLF qualifying payments each for both loan sequences XXXX and XXXX. MOHELA 's letter received on XX/XX/XXXX implied that I had a lower PSLF qualifying payment count than I had previously with XXXX XXXX even despite the fact that I submitted an updated PSLF application/Employer Certification Form to MOHELA in XX/XX/XXXX. As I believed MOHELA 's letter to be inaccurate, I called MOHELA on XX/XX/XXXX to express concern, especially as I thought I had received the correspondence because I had ( wrongly ) assumed that MOHELA had finished updating my PSLF qualifying payments based on my XXXX PSLF application. On XX/XX/XXXX at approx. XXXX XXXX and after a wait on the line and spending an unacceptable XXXX minutes navigating phone trees to figure out how to reach a live agent for assistance, I spoke to MOHELA agent XXXX XXXX While speaking with XXXX, he shared concern with me that MOHELA sent correspondence indicating that MOHELA had a lower PSLF qualifying payment count than XXXX XXXX. Eventually XXXX was able to do further research and determined that the correspondence was sent in error, likely due to an IT issue. He determined that MOHELA 's system indicates that my correct PSLF qualifying payment count for loan sequences XXXX and XXXX is XXXX for each and that the information was correct in my online account PSLF tracker ( see attachment XXXX, which while from XX/XX/XXXX appears to match the same information I reviewed on XX/XX/XXXX for loan sequences XXXX and XXXX while on the phone with XXXX XXXX. XXXX also confirmed that MOHELA received my PSLF application from XXXX and that it had not been reviewed yet, thus MOHELA 's payment count only reflects the data they received from XXXX and not the information from my XXXX PSLF application yet. At the same time however, I am extremely concerned why MOHELA would send correspondence similar to what is sent after a PSLF application has been approved and I would receive a letter contradictory to information showing in my online account. As such, while I find the service provided by XXXX to have been exceptional, I am seriously concerned that I received bad loan information due to IT errors and am not 100 % sure my issue was fully addressed. I find IT errors sending inaccurate student loan payment information to be extremely concerning.
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| 02/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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-I filed a PSLF certification in early XXXX with XXXX XXXX. That certification was completely ignored and my loans transferred to MOHELA.
-I re-filed the same form ( " first form '' ), plus an updated form from my current employer ( " second form '' ) on XX/XX/XXXX. I was informed that the process would take up to 90 business days to process.
-On XX/XX/XXXX, my forms were " processed '', per the MOHELA website and a letter was to be sent. I never received a letter.
-I called on XX/XX/XXXX and the customer service representative could not offer a reason why, despite being " processed '' my account had not been updated and no letter had been sent, so she said she was going to ask them to take another look. She posited that the " second form '' may not be accepted due to the electronic signature ( which is incorrect, as the signature is the HR representative 's actual written signature, just in electronic form. ) The representative told me to call back in about a week to see if they could push things along, but she could not make a guarantee on the timeline.
-On XX/XX/XXXX, I resubmitted the " first form '' ( now for the third time ), plus an updated form from my current employer ( " third form '' ), with a hand-written signature, just to cover my bases even though I believe the " second form '' should have been accepted.
-On XX/XX/XXXX, I called to find out the status, and was told MOHELA XXXX completed '' the process of reviewing my application within the 90 business days of XXXX, but they are now entitled to another 90 business days for " review. '' I told them that they DID NOT complete my application review from XXXX, and that giving themselves another XXXX business days to re-review makes no sense given they didn't complete the review the first time and never updated my account or provided me with a decision on my certification forms within the original 90 days. I asked to speak to someone further.
-They defended themselves saying they are busy and they make mistakes and told me nothing can be done. They then, without telling me what they were doing, left me on hold.
At this point, I have well over 120 qualifying, certified months of employment and am entitled to loan forgiveness. MOHELA is intentionally delaying this process, entitling themselves to unnecessary time to " complete '' then " review '' an application ( 180 business days total to give ANY answer, not even counting the first three months the first form was lost between XXXX and MOHELA ), likely in the hopes they can profit from the end of the student loan pause for people who should have XXXX balances.
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| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received a billing statement on XX/XX/XXXX that stated {$49.00} was due on XX/XX/XXXX ( Loan XXXX ). Loans XXXX and XXXX were not on the statement. I received an auto debit notification on XX/XX/XXXX that stated {$200.00} will be withdrawn on XX/XX/XXXX. A MOHELA representative later clarified that billing statements are only sent for loans that are not on auto debit ; however, it was incredibly confusing when my auto debit notification for Loans XXXX and XXXX stated the required payment and due date are to be determined.
I scheduled a manual payment of {$49.00} to be withdrawn on XX/XX/XXXX while XXXX XXXX was in the process of being added to auto debit. The payment was for the remaining XX/XX/XXXX balance that was not paid via auto debit ( {$200.00} ). A total of {$240.00} was paid XX/XX/XXXX, which is the exact cost of my monthly payments for all three loans.
I logged in to my account on XX/XX/XXXX to review upcoming payments and discovered XXXX XXXX was delinquent with an outstanding payment of {$39.00}. The scheduled payment was distributed across XXXX loans, but the payment site did not indicate this would happen. I was not notified that my loan was XXXX ( XXXX ) days delinquent due to a " missed payment. '' Furthermore, why would MOHELA allow a payment to be split if it would put a loan into delinquency? MOHELA states instructions for " special payments '' will not be followed if it causes a loan to be delinquent. The " special payment '' instructions also state MOHELA will attempt to contact borrowers if there is a missed payment or delinquent loan. I understand scheduled payments are not " special payments, '' but it does not make sense to not follow the same process.
I spoke with a MOHELA representative on XX/XX/XXXX and was informed the payment could be consolidated and retroactively applied only to XXXX XXXX. I was advised this would remove delinquent remarks from my account and that I would receive confirmation of this update. My account does not reflect these updates, nor have I received confirmation of the application sent to consolidate the payment.
The customer service representatives I spoke to were helpful, but the overall service from MOHELA is abysmal. Billing information is not clear and seems to be incomplete ; however, MOHELA 's failure to contact me regarding my delinquency or missed payments is most concerning. I received confirmation that my scheduled payment and auto debit payments posted, but nothing regarding the status of my loan. Delinquency can be devastating for borrowers, even if it is due to a mistake on the loaner 's end.
|
| 05/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I initially applied for Public Service Loan Forgiveness with XXXX in XX/XX/XXXX. I submitted ECF for all 3 of my employers from XXXX to the present. My application for my employer, XXXX XXXX XXXX XXXX XXXX, was initially denied due to the organization being out of business. I resubmiitted Employment certification along with an email from the parent compny ( XXXX XXXX ) refusing to verify employment due to the length of time elapsed and, again, my application was denied. My loans were then transferred to Mohela where I have submitted an ECF, documentation of all W2s for my years of empolyment with XXXX XXXX XXXX XXXX XXXX, and tax filings for XXXX XXXX for the years XXXX listing XXXX XXXX XXXX XXXX XXXX as a nonprofit subsidiary. My application was again refused stating that my employment could still not be verified as meeting the full time status requirement. I have subsequently submitted a letter from XXXX XXXX ( who bought XXXX XXXX XXXX XXXX XXXX from XXXX XXXX in XXXX ) verifying my full time employment status. I received a letter from Mohela in XX/XX/XXXX again stating they are unable to verify my employment and can not certify my payments from XXXX to XXXX as eligible for PSLF or TEPSLF. I have repeatedly submitted information to verify a former employer for PSLF under the TEPSLF waiver, most recently in XX/XX/XXXX. My prior employer, XXXX XXXX XXXX XXXX XXXX, a subsidiary of XXXX XXXX, has been closed since XXXX. I have submitted all of my XXXX for my years of employment, tax information for XXXX listing XXXX XXXX XXXX XXXX XXXX as a non profit subsidiary, a letter from XXXX stating they do not have records of employment due to the length of time elapsed, and a letter verifying that I was a full time employee of XXXX XXXX XXXX XXXX XXXX from XXXX. Mohela has, on at least 3 occassions. I have filed two complaints with the Depatment of Education. The first complaint was closed due to loans being transferred to Mohela. The second complaint has been in review for weeks. I have requested assistance from the FSA Ombudsman and was denied the opportunity to speak to an Ombudsman directly. I was told they are only accepting online complaints through their feedback process. I am requesting CFPB to review my complaint and determine why an eligible employer under PSLF/TEPSLF is being repeatedly denied so my account can be updated to the appropriate 379 eligible payments I have consistently made. I began repaying my student loans in late XXXX early XXXX and have worked for non profit organizations from XXXX and again from XXXX to the present. Thank you for your assistance.
|
| 02/09/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Don't agree with fees charged
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Web |
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XX/XX/XXXX I am again writing about my high irest and high principle on my student loan from MOHELA. I am writing about the fact that the principle has doubled since the inception of my loan. I am writing because I think the interest rates and the enormous of money I now owe is completely unfair.
For me, this began with a collection of student loans XX/XX/XXXX. I attended graduate school with the loans. I suffered a bankruptcy and a divorce. My loan as of XX/XX/XXXX was {$55000.00}. It now totals {$97000.00} because of an inability to meet payments and a series of forbearances. Forbearances that MOHELA encouraged me to do. I believe that I have never made a late past XXXX day payment. I have never been reported to the credit bureau in my payment history. I have never defaulted on this loan. I have been paying direct loans and MOHELA {$450.00} a month for quite some time which I had met every month on time. As of XX/XX/XXXX I began making a monthly payment of {$760.00}. My interest rate is XXXX %. Why can I not lower my interest rate to a reasonable level like my mortgage which I was recently able to lower XXXX %. That along with a reasonable student loan payment will allow my family and I to pay our bills. I work XXXX jobs. My wife works. I have my own student loan, a child and a step child with student loans. I have a family of XXXX living in my house. I have a huge interest rate with MOHELA not to mention the fact that my loan payment has increased to a value of {$97000.00}.
I do not think my interest rate is fair. I do not think it is fair that I am paying {$97000.00} for an education that actually cost {$55000.00}. I have shown that I willing to pay in a responsible manner. I pay every month and I pay on time. It is not fair that I have this enormous amount of debt that exceedingly surpasses what my initial principle balance should be. It is not fair that others are having their loans forgiven and or the idea that legislation is talking about free tuition for state schools.
I have written letters to politicians that have attempted to help me. XXXX such advisement was from the office of XXXX-Ives telling me to contact a " XXXX, Ombudsman '' who apparently has not been interested enough to speak or write to me about my complaint.
I am asking you to help me with this matter. A matter that I have asked MOHELA to address. A matter that MOHELA could obviously care less about. It is completely unfair that I am being asked to pay DOUBLE the amount owed for my education. That is pure greed. All MOHELA wants to do is to make as much money as they possibly can from me.
|
| 06/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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On XX/XX/XXXX I submitted my PSLF loan application for forgiveness.
On XX/XX/XXXX I received a letter stating that my employment had been verified and that my loans would be transferred to MOHELA. The letter indicated that the only step left was to check that I submitted 120 payments, and then my loans would be forgiven. The letter asks me to wait for instructions from MOHELA and that this could take up to 90 days.
I have not received any communication from either MOHELA, FSA, or my previous loan servicer ( XXXX ). It has been one year and 8 months, and I have not received any communication about my loans. When I log into the FSA website it says my loans are serviced by XXXX, but when I log in, I can't see my loans, and my dashboard is blank.
I have called MOHELA multiple times and re-submitted my application in XXXX of XXXX. The representatives told me that I need to talk to XXXX and the representatives at XXXX had me call the Federal Student Aid number. The representatives there directed me back to MOHELA. No one knew how to help me. I called XXXX again, and they said they don't have a record of my loans at all. They directed me to MOHELA. Since I do not have an account with MOHELA I can not log in, I can not see my loan information, and the representatives on the phone keep telling me to contact XXXX.
I called again in XXXX of XXXX and the MOHELA representative was able to find my information in the system. She said that a temporary account had been created, and she could see that my employment had been verified but didn't know why I was never e-mailed or sent hard copies so that I could finish setting up my account. She could not manually transfer my loans, but she assured me that she escalated my account and that within 90 days I would receive a communication. Nothing has been sent, and it's been almost 2 years since I applied for forgiveness. I can not see the status of my loans, I can't make monthly payments, I can't do anything. Soon the temporary pause on student loan payments is ending, and I still can not get answers as to what is going on with my loan, and I can not see my balance, interest, or if my forgiveness will go through. This is unacceptable.
I called again on XX/XX/XXXX and the representative once again told me they would manually transfer my loans, and she could see the one from XXXX, but that it never went through. After lots of pressing on my end, she was able to help me get a log in, so that at least I can log into the MOHELA website and see my blank dashboard. I still can not see my loan information, interest, payments, nothing.
|
| 12/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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I applied for the XXXX limited waiver in XXXX of XXXX. Since then the process has been excruciating. Customer service through one company located my qualifying payments from XXXX and XXXX forward but then nothing else was done. I spent at least XXXX hours on hold, to get no answers, or misleading information. No one ever tried to or did locate my payments made between XXXX, so I found and submitted them.
My loans were transferred to Mohela in XXXX and I sent XXXX separate messages asking for clarification about these missing payments and did not get any response until XXXX. The response was generic and it told me to call a phone number. I was placed on hold for approximately an hour to locate a supervisor from the Customer Advocacy Team. She could not and did not help, except to tell me that 6 years of my loans were not eligible or ineligible, but couldn't even be counted because I was allegedly a XXXX XXXX XXXX. I was not a full time or even half-time student during those years and was informed to submit a letter stating this, which I have now done on XXXX different websites.
No one can find my loans from XXXX STILL and the Customer Advocate told me that since I just submitted them ( which was not my responsibility ) it will likely be another 90 days on those and there is nothing she can do.
Because it has been a year since I applied, I then had to re-submit proof of my current employment, which I have done and again, no-one has reviewed it.
I have spent about XXXX hours of my life trying to engage with this system. I have been on hold for a total of at least XXXX hours with no real help. I am a highly educated and motivated individual who happens to have some time to do this. If I was a single working mom it is likely I would have given up by now. As I told the woman who was supposedly a customer advocate, this is a system intentionally designed for failure. They need and want people to give up.
The government should create a real advocacy system for borrowers who may still be working XXXX jobs to make ends meet and do not have the time for this. The lack of communication is astonishing. The waste of time and taxpayer money just on my case is astounding. Why doesn't someone just take my file and work with it until it is done? Instead it is shoved from one system to another with more and more people throwing their hands up in the air and saying " sorry, I can't do anything ''.
I spent XXXX hours of my life on this yesterday. I feel that nothing will come of it. The system is a sham. Someone should be hired to re-vamp and fix this whole system.
|
| 10/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
Older American |
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I started payments on the student loans XX/XX/XXXX to the U.S. Department of Education FedLoan Servicing. I was accepted in the PSLF program XX/XX/XXXX. One year later I received an email from XXXX stating that it has been one year since my Employment Certification Form ( ECF ) was approved. Reminding me of the need to make 120 qualifying payments and noted that I was not required to re-submit an ECF annually but said it would be a way for me to keep track of my progress.
Subject : Public Service Loan Forgiveness - Employment Certification Reminder Date : Wednesday, XX/XX/XXXX, XXXX XXXX It has now been one year since your last Employment Certification Form ( ECF ) was approved. Since this was the last approved ECF we have on file for you, we wanted to encourage you to submit a new one as a way to help you track of your qualifying payments toward Public Service Loan Forgiveness ( PSLF ).
As you may know, you will have to make 120 qualifying payments on your loans.
while employed full-time by an approved public service organization before applying for loan forgiveness. Although you are not required to re-submit an ECF annually, doing so will help you keep track of your progress toward PSLF eligibility.
by confirming that you are still employed with a qualified public service organization.
I was asked to submit another ECF even though I was previously informed that it was not required to resubmit annually, I submitted another ECF signed by my HR office in XXXX XXXX, then in XXXX I was notified there was an issue with the electronic signature, and I submitted another form from HR with a handwritten signature. However, my forgiveness date did not return to what was originally promised and Im really concerned as to why!
I have been employed with the Federal Government since XXXX with no breaks in service. I did not think it necessary to keep track of my progress if I remained employed and made regular payments. After forty-eight years of Government service, Im planning to retire soon and would like to know when this loan will be forgiven.
Now, after the loan was transferred to MOHELA, I was asked to provide another Employment Verification Form signed and dated from my HR Office. Also, Im seeing the loan witch I thought was combined into one loan is actually four separate loans for each of the four years my daughter was in school.
With the first one only to be forgiven at this time. And one and two more years for the other three.
Is there any way I can have these loans combined to one and maybe be forgiven. As I mentioned earlier, I am ready to retire.
|
| 04/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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I applied for Public Student Loan Forgiveness under the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) opportunity on XX/XX/XXXX. Through the TEPSLF I have over ten years of qualifying payments as my documentation clearly indicates.
In XXXX of XXXX I received a regular mail notification that Mohela would be assuming the administration of student loans and the PSLF and TEPSLF programs. I was informed that they were processing documents and that I should receive an update within 60-90 days. When I did not receive an update in that timeframe, I called Mohela for an update. Below is the log of my calls to Mohela, their responses, and any messages I received from Mohela.
XX/XX/XXXX - Initial call to Mohela. Spoke with CSR who could not find information about the request. Transferred to manager. Remained on hold for over 45 minutes. Hung up.
XX/XX/XXXX - Follow-up call to Mohela. Spoke with CSR, who confirmed that my request had been received but not processed. CSR requested re-processing. CSR told me to follow up in XXXX months if I did not receive notification from Mohela.
XX/XX/XXXX - Received a message from Mohela with calculations showing that current employment was still not processed.
XX/XX/XXXX - Follow-up call to Mohela. Spoke with CSR who told me it had yet to be processed, but the information was in the system. She told me to check the system if nothing came through in the next 30 days.
XX/XX/XXXX - Received a message from Mohela with calculations showing that current employment was still not processed.
XX/XX/XXXX - Follow-up call to Mohela Spoke with CSR and with a supervisor. Was told by supervisor that XXXX information was in the system, approved, but not processed. Was told it was tagged as a priority and it would be 5-10 days to process. I asked to speak to a manager and was told that the higher-ups don't take calls. Explained I would be filing a complaint with the CFPB and my congressperson.
This pattern of activity indicates incompetence, negligence, intentional malfeasance, or a combination of all three on the part of Mohela. I am an individual with the time and the understanding of bureaucratic and capitalistic systems to pursue this issue. I can imagine that there are hundreds or thousands of other individuals who will not have the time or ability to pursue this issue in the same way. I recommend that an investigation be launched to determine how many individuals who clearly qualify for loan forgiveness have not received it to date due to Mohela 's incompetence, negligence, or intentional malfeasance.
|
| 10/18/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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This complaint is in regards to inaccurate advice regarding the public service loan forgiveness program from loan servicer Mohela. I have worked for a qualified employer for the program since XX/XX/XXXX. I have never missed a payment, to my knowledge since XX/XX/XXXX. When discussing payment plans with the loan servicer in XX/XX/XXXX I was under the impression that the payment plan was " income based ''.
In XX/XX/XXXX I learned of the PSLF program and inquired with Mohela if I qualified. This interaction was via phone and I have no written record of the conversation, however their on-hold message did mention that the calls " may be recorded '' and there may be evidence of this conversation with Mohela. During that call the representative informed me that my payment plan did not qualify because I was in fact on an " income based-extended '' payment plan. I, naturally, was frustrated as I had missed seven years of what I thought were " qualifying '' payments. At that time I asked the attendant to modify my payment plan to a qualifying plan.
I do have an email from Mohela with an attached application for PSLF, but based on their statement that I would not qualify, I did not apply.
In XX/XX/XXXX I learned of the Temporary Expanded Public Service Loan Forgiveness program ( TEPSLF ). It seemed to address the concerns that I had regarding the misleading payment plan options. I then inquired with Mohela again in XX/XX/XXXX regarding the TEPSLF to confirm that I could qualify because I had made qualifying payments for at least 12 months and have paid on the loans for 10 years.
When I spoke with the attendant I was informed that my payment plan did not qualify because it was some sort of hybrid income-based plan. Needless to say I was furious as I thought I could trust the advice from the loan servicer not once, but twice and I was misled. I also learned that I needed to apply and be denied for the PSLF program to apply for the TEPSLF program. I have applied for PSLF and received notification that my application has been received.
Today, on XX/XX/XXXX I have learned that 99 % of all PSLF applications have been denied, and that the CFPB has resolved very few of these complaints. I also understand the language in the PSLF statute limits the federal government 's ability to be somewhat flexible. But I do think there should be some recourse for loan recipients who have made a good-faith effort to abide by the statute to have these loans forgiven, especially as I and many other hold public service positions that do not allow for substantial income.
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| 04/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I have had several issues with Mohela which all of them are related to what you see below. My account has not been updated for PSLF. Please review below. They have not responded to any of my 5 complaints or 6 emails .PSLF application was processed on the XX/XX/XXXX Subject : Complaint Attachments Mohela Received Date XXXX XXXX XXXX XXXX Your Question : Hello, My PSLF Manual Application was Processed on XX/XX/XXXX, according to your system. I know there is some waiting time where Mohela has to request my loan from my current servicer, which has taken a while, but I want to make sure I am going to get Waiver applied. I have gone through a lot to get this transferred, and if I am not going to get credit for the waiver, I could have left my loan with my current servicer, so any clarity you can provide would be great. I appreciate your time. I was told back in XXXX that this would take 90 days from the date that the PSLF application was processed. My original PSLF was processed on the XX/XX/XXXX application for the waiver, so my question is, when will my application/waiver be processed, and how long will it take for my count to reflect the payments I made with my original servicer before consolidation? XXXX XXXX MOHELA 's Response : Dear XXXX XXXX XXXX XXXX Thank you for contacting MOHELA. Due to the complexity of your request, please contact us at the number below. Sincerely, Customer Advocacy Team XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX mohela.com XXXX XXXX MOHELA This message , from a debt collector, is an attempt to collect a debt. Any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov.
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| 09/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have 6 Federal DIRECT student loans ( subsidized and unsubsidized with one consolidation prior to employment ). I continue to struggle to get my PSLF fairly counted. The past complaint response was misleading and the servicer at that time stated they gave me credit for XX/XX/XXXX - XX/XX/XXXX and XX/XX/XXXX- onwards with the CFPB, but they did not apply it to all loans. Now MOHELA is being deceptive by applying forbearance periods to each loan differently to prevent me from getting 120 payments. This is blatantly obvious by the fact I received PSLF forgiveness for Loan # XXXX but not for XXXX # XXXX - XXXX. Upon checking the StudentAid.gov website, I confirmed the following facts below, which supports my complaint.
IG = Grace RP = In Repayment FB = Forbearance Unsubsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - IG XX/XX/XXXX ( same as # XXXX ), and the rest of dates matches Loan # XXXX ( 120 PAYMENTS ).
Subsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - IG XX/XX/XXXX, RP XX/XX/XXXX, FB XX/XX/XXXX, RP XX/XX/XXXX, FB XX/XX/XXXX, RP XX/XX/XXXX, and FB XX/XX/XXXX ( 115 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ).
Subsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - Exact same as Loan # XXXX ( 115 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ).
Unsubsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - Exact same as Loan # XXXX ( 115 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ).
Unsubsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - Exact same as Loan # XXXX with exception of RP entering XX/XX/XXXX instead of XX/XX/XXXX for some reason ( THIS NEEDS TO BE FIXED AS WELL BECAUSE MOHELA ONLY CREDITED ME 114 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ).
Consolidated Loan # XXXX ( Disbursed XX/XX/XXXX ) - XXXX XX/XX/XXXX, RP XX/XX/XXXX, FB XX/XX/XXXX, and the rest of dates matches Loan # XXXX ( THIS LOAN IS CORRECTLY PSLF FORGIVEN WITH 120 PAYMENTS ).
I called MOHELA today, XX/XX/XXXX and attempted to get this resolved with the agent but they did not provide me with a clear path forward and shifted responsibility on the DOE and kept referring me to StudentAid.gov. The agent also claimed the DOE is " still '' reviewing PSLF cases and did not give me any indication my account was under review and refused to connect me with the manager. I can not find anywhere on StudentAid.gov to submit a complaint or request for a review of my account.
Lastly, to add insult to injury, MOHELA hid/deleted my Loan # XXXX information and my forgiveness letter received on XX/XX/XXXX, as evidenced in the screenshots. They are doing everything in their power to prevent PSLF forgiveness.
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX, my current employer completed the digital certification process to verify my ongoing employment at a 501 ( c ) ( 3 ) organization. This certification will increase my PSLXXXX qualifying payment amount from XXXX to XXXX, making me eligible to apply for Public Service Loan Forgiveness.
As the payment pause came to a close and my certification went unprocessed, I repeatedly attempted to contact MOHELA to understand the status of my employment certification, spending many hours on hold waiting to speak with someone. I was finally able to get through to a representative on XX/XX/XXXX and she acknowleged the delay in processing but said she wasn't able to see why my certification was still pending. She advised that she would place my loans in a processing forbearance for the time being, through the end of XXXX, to give MOHELA more time to process my documentation. I received a letter in my MOHELA inbox stating that my forbearance had been approved until XX/XX/XXXX.
On the same date ( XX/XX/XXXX ), I received a billing statement dated XXXX in my MOHELA inbox, advising that I had a payment of {$580.00} due on XX/XX/XXXX. I assumed that this had been processed before the forbearance went through and disregarded it.
As the payment due date approached, I called MOHELA almost daily. Because the tool that allows you to receive a call back instead of waiting in the hold queue is not functioning, I spent hours on hold over several days, never reaching a customer service agent. On Friday, XXXX, the payment due date, I waited on hold for XXXX minutes, interrupting an important work call to speak with the MOHELA rep once they finally answered. I asked him about the billing statement and he shared that my forbearance had actually NOT been approved and that I did, indeed, owe a payment due that day. He said that NO forbearance is allowed until the PSLF qualifying payment count shows XXXX, totally contradicting what the prior customer service agent shared. I received no correspondence from MOHELA notifying me that my forbearance had not actually gone through.
The agent mentioned that there are significant delays in processing the digital employment certification submissions in particular, as the submission process was flawed, resulting in duplicate records being created, which now have to be manually resolved. He could not advise on the timeline for that resolution and told me there is nothing I can do, including submitting the verification in another format, as that would only create yet another duplicate record to be resolved.
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| 01/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My account was just purchased by another lender. I had documented on my previous account all my payments and payoffs but now none of that is available online. The account originally is through XXXX and recently just transferred to XXXX. There is no payment history and my payoff seems a lot higher than it was originally about a year ago. I am very displeased with my payoff, even my father was trying to sell some property to help with this debt and was in shock when he heard my payoff, mentioning it was a lot higher than it should be the last time he has asked when he was selling some assets, which we couldn't attempt due to my vehicle kept having issues and some other hardship at the time. I was making payments timely after school, but I had a difficult time initially after school with finding a job that was not just one to subdue at a lower paying income in order to pay bills raising 3 children without child support while I searched and supported them. I did get married for a few years but he never was at a higher income reporting that could get everything back to normal as he was not contributing as he should and his business income suffered regularly from what he reported. I also have to pay for 4 children now single without child support, working as a state government employee and was interested in loan forgiveness and seeing what new options I have, and I am soon about to change careers along with considering re-entering into school for masters degree, but I am now figuring out I may just be growing a large monster bill- and will it be worth it to struggle afterwards as well as I remain in the percentile considered " middle income '' which in reality for me is poverty level since I would be paying my student loans with high payments, all my bills for mortgage, utilities, child care, and have little to eat on from a current {$43000.00} income at the State of TN XXXX pay scale Administrative Manager position, then going to masters degree raising it to.. what $ 10,000- {$20000.00}? Obviously I would have to leave the Government position to find alternatives to survive it seems. I am really interested in finding out what I am capable of doing about my missing payment history and what on earth can i do moving forward with an advisor financially seeing that I have concerns with the current lenders who swapped hands with my account. I understand that XXXX XXXX also isnt to better yourself for post graduate degrees? WHY? What on earth .... is this a plan someone to keep poor people poor or is this also incorrect information? Thanks
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| 02/12/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Need information about my balance/terms
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Web |
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I am a XXXX and work XXXX, all of which qualify for the public service student loan forgiveness program. I have been on the program for several years. I have XXXX things I need help with.
First, unfortunately, when I first went on the program I was mistakenly told to sign up for a type of government student loan which did not qualify. I found out and changed to a program which does.
The problem is, I ca n't find out exactly when I was put on a qualifying program so I do n't know how many more payments I have to make to reach the 120 payments required on a qualifying loan and have the rest of my loan forgiven.
When I called the Department of Education to ask, they told me they do n't know and I have to call my current loan servicer. But when I called them ( MOHELA ), they said they do n't know and told me to call the Department of Education.
In the meantime, because individuals combining several part time jobs must work an average minimum of 30 hours per week to qualify as a full time employee and get the loan forgiveness after 120 payments, I have to have a combined XXXX and office hour load of 30 hours per week. This is because most schools will only certify the hours I XXXX and hold office hours when they fill out the employment verification form I must give to the government, even though they know my work load is much heavier. ( I also have to XXXX, etc. ) A normal XXXX load requires XXXX between XXXX- XXXX classes a semester for a total XXXX time of about 9 to 15 hours a week plus one or two office hours a week. I 'm doing double that XXXX load. I would like to cut back my XXXX, but can not do that until I have made the 120 student loan payments under an approved loan program.
Can you please tell me how to find out how many payments I have already made under the required loan plan so I can know when I can cut back to a more normal teaching load.
Second, Could you also do something about requiring schools to XXXX work more hours then just those XXXX, and include those other hours on the work verification forms we have to turn into the government to verify our work loads. There are many job where the employee is 'out of the office ' but still obviously working many additional hours per week ( inspectors, real estate agents, visiting nurses, plumbers, house painters, etc. ). Can we please do something about this. It is my understanding that for the Affordable Care Act a school has to put about 2 1/2 hours work for every hour a XXXX. That 's a reasonable approximation ( if understating the work most of up put in ).
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been trying to get a correct payment amount for my student loans on the XXXX plan. I have submitted XXXX Income Driven Repayment ( XXXX ) plan requests to MOHELA, none of which have been processed/calculated correctly. I login to see the payment amount is {$370.00} a month when every estimate I've received from StudentAid.gov and from MOHELA themselves estimates me at about $ XXXX a month. I call to ask why this continues to be an issue and the front-line customer service representatives have no clue and just submit a new XXXX application for me which continues to be incorrectly processed/calculated. Below are the dates of XXXX applications I've submitted, and their outcomes according to MOHELAs website, all of which have not been calculated incorrectly.
XXXX XX/XX/2023 Cancelled XXXX XX/XX/2023 Approved ( Provided more in-depth income info from tax returns and amount still incorrect ) XXXX XX/XX/2023 Canceled XXXX XX/XX/2023 Denied XXXX XX/XX/2023 Canceled XXXX XX/XX/2023 Approved ( switched from XXXX plan XXXX SAVE plan, but amount incorrect ) XXXX XX/XX/2023 Denied I have submitted these applications a variety of ways. I have submitted them via XXXX, via self-service portal on MOHELAs website, and over the phone with a customer service XXXX None of these methods produced different results which leads me to believe that the teams that process these applications are doing them incorrectly.
My issue is threefold - XXXX ) I need a payment I can afford and I can not spend the HOURS it takes to wait on the phone for MOHELA because assumingly thousands of others are experiencing similar issues XXXX ) When I do get someone on the phone they are untrained, unaware, and unhelpful. Most are totally unaware of the different provisions of the program I am applying to ( SAVE program allows for married couples filing separately to NOT include their spouse 's income, which most reps were surprised by or flat out told me I was wrong ) XXXX ) StudentAid.gov and MOHELAS OWN CALCUALTOR ON THEIR WEBSITE say I should be paying a MUCH smaller amount than I am, yet every time it is processed the amount is VASTLY incorrect. Are the estimates provided by XXXX ( operated by XXXX of XXXX who own my debt ) and MOHELAs incorrect? That is a major issue if so. If they are correct, what calculations are being done behind the scenes to lead to such discrepancies? I could understand if my estimate was {$20.00} a month and it ended up being {$50.00} that is reasonable. {$370.00} a month isn't a rounding error, that is a fundamental miscalculation.
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| 12/05/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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My loan was Forgiven effective XX/XX/XXXX, I received the confirmation letter on XX/XX/XXXX. The letter states that the credit bureaus would be notified by the end of the month and my status updated. I followed up with Mohela in XXXX because I did not see a change on my credit report the next month and was told on the first initial to send the credit bureaus the letter I received and to dispute the item, but that they had reported on the XXXX of that month and I should see the change in XXXX, I did this and the credit report investigated and said that Mohela had confirmed that the account was still open and owed and did not remove it from my credit report. I contacted Mohela again and was subsequently told it takes sixty days from the time the loan was forgiven to be removed from the credit report and that it should be reported at the end of XXXX and I should see an update to my credit score in early XXXX, when XXXX came and there was still no update to my credit report I contacted Mohela again and was subsequently told that it takes 90 days from the date of the letter for them to update my credit report and that since my letter was dated XX/XX/XXXX that XX/XX/XXXX would constitute 90 days and that after that If I had not seen a change to my credit report by the beginning of XXXX I could contact model and that is when they would have to take action. When XXXX rolled around and there was still no change in My credit report, I contacted Mohela again and this time was told that all the prior information I had received again was incorrect and that it takes 90 business days for them to report the status to the credit bureaus. I have been given incorrect and false information every step of the way and it seems they keep changing the timeframe based on rules that I am not made privy to. However what I do know is that before my loan was forgiven it was reported accurately every month on the last day of the month like clockwork, yet for whatever reason now they are unable to report it for 4 months going on five and according to their new calculation 6 months, which seems unnecessarily long to manufacture an update that has been confirmed with several letters and clear statement showing I have a XXXX balance. I am complaining about the lack of valid information I have received, the inability of the servicer to practice due diligence and the long timeframe that basically is negating everything having a loan paid off should do, because if they are not updating it with the credit bureaus it still looks like I am carrying that debt.
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela has given me the runaround on the XXXX program. I contacted them at least a year and a half ago to see what my eligibility was when XXXX XXXX opened up the program and they began processing my student loans. Having worked at a XXXX XXXX non-profit since XXXX, I qualified for the program and in XX/XX/XXXX they verified XXXX out of XXXX qualifying payments.
The tally sat at XXXX for months despite qualifying payments racking up on the Mohela website, lacking only certification of my employment. At that point, I followed up and was told it just took time to process.
After not seeing any progress or hearing any updates from them, I called back again to check on it and this time was told I needed to resubmit the paperwork to verify that my employment hadn't changed. Despite the inconvenience in having to go back to my supervisor to get her signature again, I did so and uploaded the signed form to their website.
It's now been XXXX months since I resubmitted the paperwork, but they started sending me notifications that I needed to start paying my student loans again, all of which should be completely forgiven. I called again to see why my employment still hadn't been certified and was told it was because they couldn't accept a digital signature from my employer, which they never bothered to relay after I submitted it. So now I'm forced to go back to my employer yet again to either have her physically sign a document that will hopefully be accepted or sign up for the XXXX help tool so it can be done digitally.
These unnecessary obstacles seemed designed to wear down borrowers, making people so tired of jumping through hoops that they simply give up and make payments they don't need to make out of sheer exhaustion and fear of being dinged on their credit. It's unacceptable, unscrupulous, and I believe intentional. It should be simple to verify the place of employment for those with student loans.
Rather than getting relief from inherently predatory loans designed to keep people shackled to them for decades, I and many others in the same boat have simply been rerouted to what appears to be another predatory lender. Instead of acting in good faith to carry out what the current administration required, Mohela has opted to use shady business practices to wait until student loan payments resumed in hopes they could siphon more money out of borrowers ' pockets.
If Mohela is unwilling or unable to comply with the edict to give borrowers the prescribed relief, perhaps they shouldn't be in the student loan business.
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| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem lowering your monthly payments
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Web |
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Date : XX/XX/XXXX Mohela- XXXX XXXX XXXX MOHELA XXXX Missouri Higher Education Loan Authority MOHELA Address : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX Re : Request for Partial Refund and Recalculation of Student Loans Pursuant to PSLF and IDR Plan Dear Mohela- Fed Loan Servicing I trust this letter finds you well. I am writing to formally communicate my persistent attempts to contact MOHELA with regard to obtaining a partial refund for a withdrawal dated XX/XX/XXXX, and the recalibration of my student loan obligations going forward. Kindly acknowledge this correspondence as a representation of my formal request.
Over the course of the past three to four weeks, I have engaged in three distinct dialogues with various MOHELA representatives concerning the recalibration of my student loans in accordance with the Public Service Loan Forgiveness ( PSLF ) program and my pending Income-Driven Repayment ( IDR ) Plan Request. It is imperative to note that my professional occupation as an educator does not yield a substantial income, rendering the current monthly installment of {$780.00} untenable for me.
During each of the aforementioned conversations, all MOHELA representatives verbally assured me that the recalibration of my repayment plan would be completed before the scheduled debit of my auto-debit account on XX/XX/XXXX. Specifically, the recalculated monthly installment was supposed to be modified from {$780.00} to {$200.00}. Regrettably, upon reviewing my bank account today ( XX/XX/XXXX ), I ascertained that my IDR plan remained unaltered at the amount of {$780.00}, which necessitates an immediate partial refund of {$570.00} to be credited to my bank account. Furthermore, I insist upon the recalibration of my IDR plan to reflect a monthly payment of {$200.00} moving forward before my next payment on XX/XX/XXXX.
I implore you to expedite a response to this correspondence to facilitate the resolution of this pressing matter. I am currently constrained by the financial burden imposed by the existing monthly payment, and it is incumbent upon MOHELA to rectify this situation promptly. In the event that these issues remain unaddressed within a reasonable timeframe, I must regrettably consider engaging legal representation to safeguard my rights and interests.
I appreciate your understanding of the urgency of this matter and kindly request a prompt resolution. I am prepared to cooperate fully with any necessary documentation or information required to expedite this process.
Sincerely, Anonymous Student Loan Borrower
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| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been attempting to have my loan forgiven under the PSLF waiver since XX/XX/XXXX. I have worked for the federal government and been paying my student loans for 20 years, but I was under the wrong repayment plan, so I should be covered by the waiver. However, because XXXX, my previous servicer, only supplied 3 years of payment information ( XXXX ) to XXXX originally ( XXXX is the servicer who I consolidated with so I was under a direct loan to be eligible for the waiver ), I have now become entangled in some forgotten web of reconsideration. The federal loan servicer contract was moved to Mohela. Prior to moving to Mohela, XXXX stated they only showed I had 39 payments because they only had payment history from XXXX from XXXX, but they could see that I began paying in XXXX, so they told me to request a reconsideration with the Department of Education ( which I did in XX/XX/XXXX ). I have requested a reconsideration but have not heard anything. I requested XXXX send me my loan history and they supplied payment information going back to XXXX so they had the information and just didn't supply it to XXXX ( I supplied to both the Department of Education and Mohela, but they need it directly from XXXX ). I have called Mohela several times since my loan was transferred and I keep being told that it is being processed. However, today, I asked to speak to a supervisor because my loan payment totals have not changed since the initial incorrect count so it does not appear that anyone is doing anything in the review. I waited for 2 hours to speak to a supervisor and when I did, XXXX the supervisor, told me that Mohelas contract does not apply to consideration of the waiver for pre-consolidation payments ( XXXX ). He told me that that Department of Education is the only one that can apply the waiver and that I had to call them. He provided me the Federal Student Aid Ombudsman Group number, XXXX. I then called them. The Ombudsman Group says Mohela is the only one that can apply the waiver, that they cant provide me any information about my request for reconsideration case # XXXX, and that they dont know why Mohela told me that because Mohela is responsible for considering pre-consolidation payments. At this point, no one is willing to review my full loan history and apply the waiver. Mohelas supervisor was adamant that their contract does not apply to any loan payments prior to my XXXX loan consolidation. Im seeking your assistance in having someone at Mohela review my file and apply the waiver to forgive my federal loans.
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| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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Since XX/XX/XXXX ( XXXX ), I have been applying to be on the REPAYE/SAVE program, both through MOHELA 's XXXX and through the Federal Student Aid application, in order to pursue PSLF. Nevertheless, my multiple applications had been rejected or cancelled since then. I recently talked with a MOHELA representative on XX/XX/XXXX, who stated that it was due to errors with social security number not populating ( on my end, all demographic information was auto populated when completing those applications and there was no missing information ) and that my tax information was not uploaded ( when XXXX was, in fact, able to pull my XXXX tax information to calculate my payment ).
Without my consent, and while my XXXX of many XXXX applications was still processing, I was put on the Level repayment plan and was expected to start making payments that far exceeded what I would be expected to pay on XXXX, given my XXXX. I called MOHELA and sent a letter on XX/XX/XXXX specifically requesting to be put on administrative forbearance while my application was processing. This forbearance was approved up until XX/XX/XXXX. My most recent application from early XXXX was finally processed and approved over the XXXX holiday. However, I noticed the plan does not go into effect until XXXX, so I am expected to make payments on the level plan to which MOHELA defaulted me despite my numerous attempts at trying to get on an XXXX plan that was affordable. I started trying to apply for REPAYE/SAVE prior to the XXXX payment restart so that I would not be in a situation like this.
The amount that I am expected to pay for the Level repayment plan drastically exceeds what I am expected to pay on the XXXX plan ( {$0.00} ), given my XXXX. It does not make sense to me why it would take over a month to reflect the change to an IDR payment plan, given that it is already approved. MOHELA should either allow me to start the XXXX plan for this upcoming month of XXXX to begin my repayment process or allow my administrative forbearance be extended during the time period, given that they apparently still need more time to process this IDR application.
It has taken MOHELA months to process my IDR requests and they have explicitly lied about reasons as to why my applications were cancelled or denied ( which I was able to check on through my portal in Federal Student Aid ). I have spent far too much time try to resolve the countless errors that MOHELA has made and all I would like is to pay the correct payment amount for the plan that I requested months ago.
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| 11/11/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Student Loan Servicer, Mohela, Improperly Recalculated My Payment and Changed My Payment Plan Mohela improperly changed the repayment plan and repayment amount of my student loans upon receiving them from XXXX XXXX. Mohela wrongly assumed that my recertification deadline was missed because Mohela does not have any information regarding my successful IDR recertifications since XXXX, Mohela confirmed that they do not have information regarding prior successful recertifications from XXXX XXXX after XXXX. It is unknown why and the extent to which Mohelas information regarding my loans is incomplete.
I received a letter from Mohela in which Mohela incorrectly states that the monthly payment amount for my income based repayment plan changed because I did not renew my prior IDR plan. Mohela also incorrectly states that my repayment plan has changed because I did not renew my prior IDR plan.
I have been on the Income Based Repayment plan continuously since XXXX and have never missed a recertification deadline. My last required certification was in XXXX. The Cares Act paused all recertifications after XXXX, XXXX XXXX. I was not required to recertify in XXXX as my recertification date was XX/XX/XXXX which fell after the enactment of the Cares Act. I recertified prior to the deadline in XXXX and received confirmation from XXXX on XX/XX/XXXX ( see attached photos of XXXX letter confirming recertification in XXXX ).
The Department of Education explicitly states the earliest you are required to recertify is XX/XX/XXXX. You wont be required to recertify before payments restart, and the earliest you could be required to recertify is XX/XX/XXXX. You may still see a recertification date that is earlier than XX/XX/XXXX on your account Aid Summary. We are working to get those updated, and we thank you for your patience. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX.
https : XXXX # when-to-recertify ).
I have not been required to recertify since XXXX and the earliest date I will be required to recertify given my last required recertification date of XX/XX/XXXX will be XXXX of XXXX given the language of the Cares Act If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX.
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| 10/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX2023 I called Mohela and asked to speak to a supervisor ( XXXX I believe ) and she confirmed my SAVE Income Driven Repayment Plan for loan sequence # 22 of {$750.00} for a household income of approximately {$65000.00} a year was incorrect. She also confirmed I am not due to recertify until XX/XX/XXXX. I NEVER self report income and always send income information through the IRS link. She put in a request to have my IDR plan reviewed. The next day under Documents Received it showed IDR processing with a date of XX/XX/XXXX.
On XX/XX/XXXXXXXX I received a notification loan sequence # 22 was placed in an Administrative Forbearance. Under Documents Received it still showed the IDR plan processing with a date of XX/XX/XXXX. I called Mohela on XX/XX/XXXXXXXX and asked to speak to a supervisor ( XXXX I believe ) who advised that my loan was placed in Administrative Forbearance because more time is needed to process the IDR request. She also confirmed my payment amount is incorrect and I am not the only person with this issue. I expressed my concern that I would not qualify for PSLF for any month I am in Administrative Forbearance. I was told it could be corrected to qualify for months in Administrative Forbearance but am skeptical. I inquired about requesting to remove the Administrative Forbearance but she advised the XXXX bill most likely would be the {$750.00}. I decided to wait to request the removal of the Administrative Forbearance to see if my IDR plan would process.
On XX/XX/XXXXXXXX I logged into Mohela to see that my IDR plan was canceled. I DID NOT request this to be canceled! I did not even request to apply for the SAVE IDR plan. I am confused why when I recertified most recently the payment was approximately {$50.00} a month for loan sequence # 22 and then in XXXX it jumps to more than the standard repayment amount. I am frustrated because I will not qualify for PSLF for the month of XXXX and potentially additional months until this is resolved. I SHOULD NOT be penalized for mistakes Mohela has made! I have been on top of my loans ever since they went into repayment in approximately XXXX. I am at a loss at what I can do to get this resolved since I thought the IDR review would correct it eventually but now it is canceled.
I am currently in the last 10 months of 120 payments for PSLF. I have 7 of those months completed but need to certify my employment. I planned to certify my employment following the 10th month which would be XX/XX/XXXX. Mohela 's errors are jeopardizing this.
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| 12/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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First, I searched the telephone number for Mohela and due to the difficulty to contact them, I try the number XXXX that appears to be from Mohela. The assistant answering the phone had a XXXX accent and provided me with her name and her Id number. Unfortunately, i was not able to copy her name and the apparent ID number, because i was driving ; she ask me first the account number which I did not have and she told me that with the social security number she will retrieve it. So, I did provided to her, she started asking me for my salary and the name of my employer, I told her that I had received a letter from Mohella like two months ago which I was not so clear how much it was my loan debt. The letter was sent to me because I applied for the alignment Forbearance for my loan due to the XXXX. She told me that there were different programs that she could help me to rid of my loan and that I had to do it soon as possible due to the period of to do it is at the end of XXXX. The she told me that I had two options, the first one to pay a total of {$690.00} and the second to pay it in two payments. I told her that my debt was about XXXX and what will happen with the rest of my debt then she told me that once I was able to pay one of the two options, every month i will receive a statement of XXXX dollars, so i did not have to pay anything else. Finally, in order to start the process, she asked me my driver license number which I truly believed that I was talking to a real representative from Mohela, also she asked me for two reference persons which I provided their telephone numbers and their names. What really make have some doubt was when she asked me again how I was going to make the payment, she suggested me credit card. I know that usually government agencies for these purposes never ask payments with credit cards. So, I decided to lie her that I do not have any credit card with me, then I told he that I was going to call her in XXXX hours because I have to reach my home first. Therefore, around XXXXXXXX XXXX. she called with apparently her personal phone number ( XXXX ) which make feel more suspicious about the lady because usually this are not working hours for a government agency. I did not answer, and I decided to call from the number that appear on the letter I received from Mohela and luckily, I was able to talk to a XXXX representative and I was able to explain the situation about the possibility of a fraud and who provided me with all the information where I could request my inquiries.
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| 11/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I had a large student loan in the XXXX XXXX XXXX ( $ XXXX principal and $ XXXX interest ) as of the day interest and payments were to resume, serviced through Mohela. I made a XXXX time payment of {$1000.00} on XX/XX/XXXX to see how the money would be applied when I opted to lump sum to pay down principal/interest. This payment was misapplied towards future payments, not as a XXXX time pay down as I intended so I had to call Mohela to get it reapplied. This put some administrative flag on my account for them to make a correction on the payment. In the meantime I applied for the new XXXX program on XX/XX/XXXX to help with the large amount of interest I would soon be accumulating. I did this over the phone was told this should take no more than XXXX weeks to process ( even accounting for longer wait times ). In the interim I was placed on forbearance with interest still accumulating, but no payments due. XXXX weeks passed and I called Mohela to see where my application stood and what was taking so long- they were not able to tell me or give me a timeline. Several more weeks passed and same thing, no answer after I waited hours on the phone to get ahold of someone to talk to - there is no information on their online portal. Last week on XX/XX/XXXX I called again and was escalated to a manager who stated that it looks like they had not begun processing the XXXX application because they still had not corrected the payment from way back on XX/XX/XXXX and until that was corrected they could not transfer my loans to the XXXX XXXX -- so a XXXX week delay on their end. In the meantime I have continued to accumulate interest ; more than {$4000.00} of interest (!!! ) all because of their administrative delays in handling a payment I made on XX/XX/XXXX. Nobody in their customer service will give me any information on when this will completed and they seem unable to grasp why I am furious that their delays are costing me thousands of dollars in interest while I am in this limbo of interest accruing forbearance instead of XXXX like I wanted. Not to mention every time I call to speak to someone it takes XXXX minutes to reach someone to talk to. At the time of this writing my loans currently stand at $ XXXX principal and now $ XXXX interest with my XXXX application still in a pending status. And I have no timeline for when it will change. And Mohela will not accept any responsibility for being unable to process my loans in a timely manner nor for the unnecessary interest that I am now responsible for.
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| 09/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX I applied on studentaid.gov to have my student loan repayment plan switched from PAYE to SAVE. I linked my studentaid.gov account to the IRS so all financial information would be readily provided.
On XX/XX/XXXX my application to have my IDR plan changed to SAVE was denied. MOHELA was contacted and I was informed by a customer service representative that the income information provided by the IRS was " unverifiable '' and that the application was denied as such. The agent could not answer how the IRS provided unverifiable information, I requested transfer to a supervisor at which point the representative placed me on a XXXX minute hold before the call was ended by MOHELA without speaking to a supervisor.
On XX/XX/XXXX I contacted MOHELA again regarding this issue. I was informed by this representative that my request was denied for " unknown reasons " and that they could reprocess the application. This representative asked if I would like to be placed in administrative forbearance while the application was reprocessed, I declined to be placed in administrative forbearance.
On XX/XX/XXXX I received email notification from MOHELA that my account had been placed on a 90 day administrative forbearance while my was being processed. I again contacted MOHELA. A representative told my secondary application to transfer from PAYE to SAVE was declined because the monthly payment amount on SAVE would be higher and that I was placed on administrative forbearance because of this as well. I reiterated that I had requested transfer to the SAVE plan and understood the payment amount would be higher. The representative informed me it was " standard practice '' to deny any requests that increased payment amounts. I requested transfer to another representative who reiterated the above information but offered to work with a supervisor to again submit a new application to change to the SAVE plan, that the supervisor could " formally request I leave administrative forbearance " and that they could " possibly reinstate the PAYE plan '' as opposed to placing me on the standard " if forbearance is able to be ended ''. When I requested information surrounding why nothing the representative offered could be guaranteed they simply reiterated that a supervisor would have to request my be serviced per my application. The representative again resubmitted my application.
On XX/XX/XXXX I received an email from MOHELA informing me that I have been placed on a second 90 day administrative forbearance.
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| 12/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American |
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XXXX, XXXX, a dispute was submitted to XXXX. It was noted by me in XXXX that principal amounts of the students loans are incorrect. During the course of these loans, the service providers have changed several times and the principal amounts changed as well. Instead of bringing the balance to XXXX when transferring the loans from one servicer to the next, it stayed. The time period that is being disputed is XX/XX/XXXX and XX/XX/XXXX. XXXX records says that XXXX XXXX XXXX XXXX and the XXXX XXXX submitted to XXXX XXXX XXXX {$26000.00} on XXXX XXXX and on XXXX XXXX, submission of {$15000.00}. Keep in mind a XXXX XXXX was provided to me during these time periods and the tuition was less than {$10000.00} for the whole year. A dispute was made with XXXX and they indicate that these amounts are accurate and the principal balance is correct as indicated. The principal amount grew each time there was a new servicing agency. Example, XXXX XXXX XXXX XXXX transferred {$5500.00} to XXXX. Once transferred the balance for the XXXX XXXX XXXX should have been XXXX, while XXXX would show {$5500.00}. Instead it shows that the principal amount is {$11000.00} instead of {$5500.00}. Then when it transferred from XXXX to the next servicing agency, instead of showing the {$5500.00}, its now showing as {$16000.00} during the semester of XX/XX/XXXX. The same action happened for XX/XX/XXXX. This is ludicrous, the tuition was paid with a XXXX XXXX and part of the student loans. These amounts that are showing as accurate in the credit Bureaus are incorrect. As an XXXX, theres no way these amounts were given to me while at XXXX XXXX XXXX. It is the changing of the student loan servicing agencies that has driven up the principal of the loans. Each service provider is showing the same loan, XXXX is combining the amounts as accurate and they are not. Moehla is the new service provider and the principal is now over {$57000.00}. Theres no way the principal grew like this. The last semester that school was attended by me was the fall of XXXX. Unfortunately, for me, repayments of the loan was steady for 14 months during the time period of XXXX, I fell on hard times and was not able to continue making {$300.00} plus each month. Started raising my granddaughters. Its the servicing agencies not reflecting a XXXX balance after transferring the loans to a new agency. XXXX now, working part time and still taking care of my granddaughters. This incorrect amount is a heavy burden on me, different if it was accurate.
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| 06/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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To whom it may concern : Im writing in regards to deceptive practices and misinformation and misclassification of the PLSF public service forgiveness program.
Im a XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. During my tenure I was informed about the XXXX XXXX when I lost both my parents to XXXX in back to back years going towards XXXX. With the PLSF program in effect at the time. I proceeded to go back and get my degree for that reason. I took out direct federal loans and promptly applied through XXXX XXXX which is now transferred to MOHELA Services Ive provided documentation and recorded it to the services and my certified employer XXXX XXXX XXXX XXXX XXXX Department in regards to the payment of credits that is accounted through the Federal Student Aid website. I continue to be led on to believe I will get the credit towards my PLSF loan forgiveness. The program itself is deceptive even from its inception in XXXX and led people to believe something will occur to help people that sacrificed their lives for the sake of not being directed properly.
What the Serviicers like XXXX XXXX MOHELA are simply an extension of the Department OF Educations misdirection with its borrowers. Its no wonder there are lawsuits that happening. What they are only trained to do is falsely promote, provide misleading information and deceive people with qualified Federal loans and put their accounts in deferments without the proper approval of the borrowers knowledge to achieve accure loans in interest payments towards the borrowers. Effectively, they are accumulating these loans with interest and selling them off to other lenders or borrowers.
When borrowers would call they would simply be told they are working on it and to call back in a couple months or make false statements to borrowers about their loans. This has been a practice and problem that has become common for years of abuse towards borrowers about how theyve been treated throughout the years of trying to find out when they would get the credit they deserve for sacrificing their public service duties to the PLSF program. This needs to stop and borrowers need to be able to be aware of these issues and practices that are happening. Im in need of help in this process to properly understand these organizations that continue to mislead the people that dedicated their lives to help others.
Please feel free to reach out to me in regards to this matter at XXXX.
Best, XXXX XXXX
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| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA 's poor managing of student loans is cause emotional distress and possible irreversible damage to future credit.
On XX/XX/XXXX - I submitted IDR application for both lender XXXX and MOHELA. I also sent MOHELA a message on XX/XX/XXXX due to concerns about the XXXX being reviewed before my due date of XX/XX/XXXX.
XX/XX/XXXX - XXXX emailed to notify that my application was received and approved. At this point I have not heard anything from MOHELA.
ON XX/XX/XXXX MOHELA finally responded to the email I sent on XX/XX/XXXX and instructed me to submit an XXXX via Studentloan.gov. I panicked because I thought I submitted the application appropriately on XX/XX/XXXX.
On XX/XX/XXXX at XXXX - I called MOHELA 's customer service number and chose the prompt to receive a call back once it was my turn in the cue because it was a XXXX wait. I never received a call back at all!
On XX/XX/XXXX at XXXX - I called MOHELA and chose the call back when it's my turn in the cue ( wait time was XXXX mins ).
XX/XX/XXXX at XXXX - I called MOHELA and stayed on the line while driving to work. After XXXX mins I decided to hang up due to work obligations.
XX/XX/XXXX at XXXX - I called MOHELA and after XXXX they hung up on me.
XX/XX/XXXX at XXXX - I called MOHELA and waited a total of XXXX hours and XXXX to be helped. An hour and a half into this call I was able to speak to XXXX ( MOHELA rep ) for 5 mins who stated " we just received the approved XXXX today but won't reflect until next month ) '' and then transferred me to another " agent '' to discuss possibly retroacting the new amount {$37.00} ( original amount due = {$1500.00} ). I explained that I could not pay that amount and would cause financial distress. I explained the above time lines to them and asked why XXXX was able to receive my IDR app so soon and they weren't? They responded that XXXX does not have as many accounts as they do and which is why it took so long to process my IDR. I asked if I could get an extension on the {$1500.00} amount and was informed by MOHELA that if I did not pay the {$1500.00} in full within 60 days then my account would be sent to collections. I asked for 90 days and she stated, " it's a federal loan regulation '' and declined to assist with an extension.
The delayed response time to process the XXXX application, long customer wait times, and poor solution focused approach to assist people in financial distress is disheartening. " If you don't pay {$1500.00} in full we can't help you. ''
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| 10/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My student loans were paid off with Mohela on XX/XX/XXXX. I also made payments in XXXX during the CARES act student loan pause. My goal is to have all student loan payments made during the CARES act pause reinstated to my account so that I may apply for the {$10000.00} in student loan relief. My loans have only been serviced through Mohela for this entire time period.
XX/XX/XXXX - I submitted a request for a financial summary of all payments made during the CARES act pause.
XX/XX/XXXX - I called Mohela and requested that all student loan payments made during the CARES act pause starting in XX/XX/XXXX be refunded to my account. I was told this was in progress and it would take 30 - 45 days. I requested written verification be sent to me and they told me they could not do that.
XX/XX/XXXX - I received the requested summary requested XXXX in my inbox on the Mohela site. It shows the balance going to XXXX for one loan ( that I paid off in XXXX ). For the second loan, it shows no payments after XXXX and does not show the balance going to zero. This loan was paid off in XXXX. The last page says " Financial Activity Summary Continued on Next Letter '' but there is no next page. I can see on their website that my last payment was made in XXXX ( have screenshot ).
XXXX - I have not received a refund of any payments. I called Mohela and was prompted to enter my account number or SSN. I entered my loan number and the automated calling system is now saying they can not find me in the system and hung up on me. I called again and tried entering my SSN and same thing happened. I then sent a message to Mohela through their communications portal outlining the above. They have not responded.
XX/XX/XXXX - Tried calling again to see if there was a glitch in the system last week. The automated system gives me the same message that they can not find me in the system via either my loan number or SSN and automatically hangs up. I can still log in through the Mohela website and see all of my account details.
There is no email address for Mohela on their Contact Us page and they have made it impossible to connect with them. At this time, they are refusing to refund my loan payments made during the CARES act payment pause. These are all federal loans. This is time sensitive due to the deadline for the The XXXX Administrations Student Debt Relief Plan. I am going to lose thousands of dollars due to the fact that they are refusing to comply with both their policy and the law.
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| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have met the requirements of XXXX payments to qualify for loan forgiveness through the XXXX program. I submitted my for to Mohela on XX/XX/. I was informed it can take up to 30 days to process. It has now been more than 30 business days and the form is still processing. This process has delayed my forgiveness as payments start to resume.
Mohela 's response via message : XXXX XXXX XXXX XXXX XXXX ( click to open ) : Received Date : XXXX XXXX XXXX Body : Your Question : Hello- I have reached XXXX payments to qualify for XXXX. My form was submitted with esign on XXXX which is still processing days later! Why has this not been updated to reflect XXXX payments so that i can be submitted to XXXX for final approval? Should I submit a manual signed form? These were processed much quicker?
MOHELA 's Response : Thank you for contacting MOHELA, We received your Public Service Loan Forgiveness ( PSLF ) applications on XX/XX/2023 and XX/XX/2023. Please allow 30 business days for processing. You will be sent notification after the processing is complete.
If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX
Thank you, MOHELA Phone XXXX Fax XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX T-W, and XXXX TR-F. XXXX. XXXX XXXX XXXX, XXXX, MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX. or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov.
If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX.
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| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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This summer, my student loans were moved from XXXX moved to Mohela. On XX/XX/XXXX I applied to the new SAVE program, knowing that repayments were starting on XX/XX/XXXX.
I have requested to have Paperless contact from Mohela, so all of my official letters from the company come through the online Inbox in their portal.
On XX/XX/XXXX, I received a letter in my Inbox from Mohela that was backdated to XX/XX/XXXX, telling me that I had been approved for one month of Forbearance ( which is a standard practice when switching between IBR plans to the new SAVE plan ), and that my Forbearance period is from XX/XX/XXXX - XX/XX/XXXX. It stated that if I had not paid my {$5.00} Forbearance payment, that I needed to contact them by phone. I have not been able to find any information indicating that I did pay at the time of my application ( I don't think I was ever given an option to make that payment ). Mohela has had hours long wait times, and despite trying to contact them, I have not been able to get through.
I also received a second letter in my Inbox on XX/XX/XXXX, backdated to XX/XX/XXXX, that stated that I had been approved for the SAVE plan, and giving my new SAVE payment amount. The letter also states that my SAVE payments would not start until my deferment period ends ( Per the Forbearance letter - after XX/XX/XXXX ).
However, on the Mohela website, instead of showing that I am in Forbearance, it says that I owe my first payment towards the SAVE plan starting on XX/XX/XXXX.
I received these two conflicting letters on the same day, and they gave me conflicting information about the status of my account, and about my payment amount.
Additionally, because Mohela was so delayed in uploading my official letters into my Mohela Inbox, I did not receive ANY information about my repayment amount until XX/XX/XXXX, which was only one week before payments were due to restart on XX/XX/XXXX. This is not enough time to plan for something as big as student loan payments. It also has not been enough time to get in contact with a representative from Mohela to have my questions answered, particularly when each attempt to call requires hours of wait times, and when some of those calls end in disconnections or hangups before even being able to reach a representative. In fact, I have once again been sitting on hold with Mohela while filling out this complaint, and a complaint with the Department of Education. This current call wait time is one hour and counting.
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| 02/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been working in public service since XX/XX/XXXX, for the same eligible employer. I consolidated my loans in XXXX XXXX XXXX and they were transferred to Mohela from XXXX. I have submitted employee certifications covering the period of employment from XX/XX/XXXX through XX/XX/XXXX. The certifications have been processed, accepted, and the period of time is considered " qualifying ''.
HOWEVER, when Mohela updated my payment counts, I am only getting credit for 65 payments when my counts should be over 120. In fact, when XXXX was servicer, they had already certified 85 qualifying payments so this makes no sense.
I have contacted Mohela numerous times via telephone and chat option. I have spoken to several supervisors. I have been told by three different supervisors that there are errors in my counts, they can't explain them, and that they are sending emails to other departments for an " expedited '' review... however, nothing has changed and nothing has moved. The counts are still at 65. I have been contacting them since XXXX, most recent contact was today.
I have also submitted two complaints to XXXX, requesting they provide additional information to Mohela ( at one point, Mohela stated they were waiting on XXXX ) and/or that they reevaluate the record and update it. Those two complaints are still under review and as of this morning, I was told via chat when I asked for a timeframe for a response, " there is no timeframe ''.
I do not understand why supervisors at Mohela have recognized there are errors and yet months later ( this was first recognized in XXXX ), nothing has changed, my counts are still at 65, and if these mistakes had been corrected I would be more than eligible for forgiveness at well over 120 payments.
I am incredibly grateful for this opportunity but also, incredibly frustrated that what seems to be a simple/easy " case '' ( same employer, already certified, XXXX ) is taking so long to update/review for errors already identified by three different supervisors.
The amount of my student loans directly impacts my livelihood, ability to obtain a mortgage at this time, and ability to move out of the non-profit world in which I have worked for well over 25 years as a XXXX XXXX XXXX.
I have attached the most recent certification form submitted and processed by Mohela and the XXXX " count '' as proof that the counts provided by Mohela are simply not accurate!
Anything you can do to assist would be greatly appreciated.
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| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I did not receive a billing statement for the month of XXXX, though Mohela did withdraw my loan payment on XX/XX/. In early XXXX, I read that Mohela was required to provide me with my billing statement 21 days prior to my due date, and that there were millions of other impacted borrowers. The Department of Education has directed Mohela to place all affected borrowers into administrative forbearance until the problem is fixed, and my account was not placed into administrative forbearance. I called Mohela on XX/XX/23, and after 40 minutes of being on hold, I spoke to a representative named XXXX at XXXX ( XXXX XXXX ). XXXX informed me that Mohela " was all caught up '' and wouldn't be placing anyone into an administrative forbearance for a bill being " a few days late ''. I told her that I didn't receive a bill in my Mohela portal, and she informed me that the bill had been mailed. I said that I had elected all communication to be done electronically, and that everything these past few months had been provided via the Mohela portal, including my auto debit updates and my IDR confirmations. I asked her to place a copy of my XXXX bill into my portal, and she said that she couldn't because it had been mailed to me. I said that I did not receive anything in the mail, and that I wanted a copy of my XXXX billing statement put into my portal, and she refused. I also informed her that my XXXX bill had just barely been posted that same day, XXXX, telling me that my amount was due on XXXX, and that it didn't meet the 21 day requirement, to which she said, " We aren't going to [ place you on administrative forbearance ] because your bill was a few days late. '' I told her that the Department of Education has directed Mohela to put affected borrowers into Administrative Forbearance. As I did not get an XXXX bill, and my XXXX bill was given to me only 4 days prior to my due date, I am an affected borrower and should be put into Administrative Forbearance. XXXX responded with, " No, we aren't going to do that. I haven't been told to do that. '' I let XXXX know that I would be submitting a complaint to the Department of Education, which was submitted on XX/XX/23. As can be seen in the included documentation, my XXXX billing statement has a fraudulent billing date of XX/XX/23. The billing statement was provided to me on XX/XX/23, NOT on XX/XX/23. My XXXX billing statement has a fraudulent billing date of XX/XX/23, but it was not provided to me until XX/XX/23.
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| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/29 I called MOHELA to get an update for my XXXX XXXX XXXX XXXX. I was on hold for XXXX hour before my call dropped then for another XXXX hours after calling back. I was at work. Once my call was received I was told that my loan was in default because I had not made a payment this month. When I asked how that was possible because I was enrolled in autopay, the agent told me that MOHELA cancelled my automatic payments on XX/XX/XXXX. I asked how they could do that without my authorization and she had no explanation. I was told I received an email. I was not able to locate an email with a notification. I was later told that they had no record of my autopay enrollment. I have been paying through automatic withdrawal for years and have had no trouble with my payments to MOHELA until now and have never had a late payment for anything. My credit score is nearly perfect.
Coupled with that my XXXX XXXX XXXX XXXX status has also been a debacle. My application had been approved and my first loan should have dropped off this month. It was approved after having worked as a XXXX XXXX XXXX XXXXXXXX teacher for a little over 12 years. I recently left teaching and am now employed as a XXXX XXXX XXXX employee. I was told that the payments I have been making were not counting towards loan forgiveness because I did not verify my employment with them. They were not able to explain to me, XXXX why I would need to do that since I have already verified over 12 years of public service, and XXXX. How I would even know they required me to update this information with them. What she did tell me was that I had deferred payments while I was in school, XXXX years ago. I told her that if I have been employed in public service for 13 years ahd have been making payments the entire time, how could I have not accrued enough payments for the forgiveness. Again, no response. I asked to speak to a manager but the agent was unable to find one and I could no longer wait on hold because my phone had no charge and I was not able to plug it in where I was taking the call at work. I was told a manager would call me in 7-10 business days.
It was also my understanding that as a condition of my loan that the forgiveness would be nullified if I had a late payment, one of the reasons I chose to enroll in autopay. I feel cheated and jerked around. I also feel that the long waits and lack of clear information is a way to not follow through with any loan forgiveness. Please help.
|
| 08/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/2023, I called MOHELA and submitted a payment in an amount equal to all accrued interest on my loans. I requested that the payment be applied to pay off all accrued interest, and I was told it would be. However, when the payment posted to my account, the payment was applied only to one loan, so the vast majority went to pay off the principal of that loan.
I called again on XX/XX/2023, requesting that the payment be applied as I initially requested. I was told that it would be. It was not.
On XX/XX/2023, I submitted a written request through the MOHELA app, requesting that my payment instructions be applied. MOHELA promises to respond to your written request within one to two business days, so I thought this would be a faster way of having my request processed.
I called again on XX/XX/2023, after no change had been made, requesting that the payment be applied per my instructions. On this call, I was told that the prior agent made an error and did not apply the payment to all six loan sequences. I was told that a new request had been submitted to apply the payment to the interest on all six loan sequences, that the request had been expedited, and I could expect the change to be posted within 5-7 days.
On XX/XX/2023, I received a response to my XX/XX/2023 written request, stating in full : " Our records indicate that you have already called and spoken to one of our Student Loan Counselors regarding this inquiry on XX/XX/2023. We will assume the inquiry has been handled. '' The inquiry had not been handled, and MOHELA does not offer a method to reply directly to their response.
On XX/XX/2023, one week my XX/XX/XXXX call, the change has still not been made. I called yet again, and was told by yet another agent that the request was inexplicably marked in their systems as " completed, '' but had not been applied. I was told that another " new request '' would have to be submitted and that it would be applied in 2-3 business days. I asked that the request be applied now. I asked to speak with a supervisor, and after being transferred was placed on a 52 minute hold.
I am submitting this request because after this much back-and-forth, I can only conclude that MOHELA is deliberately ignoring my payment instructions in an attempt to increase my loan principal by having the remaining interest capitalize when interest resumes on XX/XX/2023. This is a predatory lending practice and completely unfair to student loan borrowers.
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| 11/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I applied for PSLF during the first round of forgiveness and was denied. I re-applied at the beginning of the eligibility period in XXXX 2022 and mailed my application in. I checked on the status of my loan several times, but was told it was in-process. At some point in the summer of 2022 ( XXXX maybe ) I received notification that MOHELA was taking over the PSLF process and to contact them. I contacted MOHELA by phone in XXXX 2022 and was told MOHELA was waiting on Department of Ed to transfer my information to them, but was assured that the process would be completed by the end of XX/XX/2022. On XXXX XXXX, 2022, I emailed MOHELA to ask about the status of my application, but did not receive a reply. I called them at some point in XXXX 2022 and was told MOHELA does not have payment counts on file for me and my current loans to not qualify. I explained several times over successive phone calls that I have XXXX sets of loans, an XXXX set from XXXX years ago and my current XXXX school loans, but each time I called, they told me I was ineligible. I gathered my payment counts as best as I could, made formal requests from old servicers, and uploaded my screenshots of payment counts on XX/XX/ 2022. I wrote a formal complaint letter to MOHELA and uploaded it on XXXX XXXX, 2022 as a complaint in MOHELA 's system. I made the same complaint to the Department of Education. During subsequent phone call with MOHELA, they told me I need to consolidate all of my loans before XX/XX/ 2022, and that my XXXX and XXXX school loans could be rolled into one consolidation loan. I was assured that this would smooth the process and make it faster, but that I also needed to re-submit a PSLF application for some reason. I applied for a XXXX time and submitted my documentation on XX/XX/ 2022. I also applied for consolidation at the same time. After I applied and was approved for consolidation, I found out from XXXXXXXX that the consolidation loan only covers the remaining {$3000.00} balance on my XXXX loans. It did not include the XXXX school loans. This was the most recent of many misrepresentations made by MOHELA customer service agents. This entire process has been XXXX unconscionable, and insane and I have been dealing with it for nearly a year. I attached a copy of the letter I sent to MOHELA with official payment counts from my old XXXX loan servicers. The remaining {$3000.00} balance was just paid to XXXX a few days ago via the consolidation loan.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XX/XX/2022 On XX/XX/2022, I received five letters from Mohela stating that they have counted the number of qualifying payments made during each period of qualifying employment. The letter credited me for only 49 payments.
I contacted Mohela and spoke with XXXX, Mohela representative, and advised that this information was incorrect. I explained that I was applying for the limited PSLF waiver and under the limited PSLF waiver, my loans should be forgiven. I explained that I received a denial letter and that I should not have been denied under the limited PSLF waiver.
XXXX put me on hold and spoke with her supervisor. After being on hold for quite some time, XXXX advised that Mohela had not received all of the history from the previous servicing provider. After questioning her about this and advising that I received notification from Mohela that the transfer was finalized, XXXX then advised that she didn't mean that the history of my loans were not transferred. She explained that Mohela was not yet finished giving credit for all of my previous employers. She advised that Mohela had not finished processing my limited PSLF waiver. XXXX concluded by saying that I would receive another letter that gives me credit for the applicable employment that qualifies under the waiver.
I logged onto my account today ( XX/XX/XXXX ) to discover that Mohela updated my application status to " Processed. '' They also deleted a document that they determined to be a duplicate of what was already sent. Mohela and its representatives lied to me about the status of my application. I was told that they were still processing my application and crediting my qualifying payments under my previous employers. The status as reflected on my account and the letter that Mohela provided also conflicts with what I was told.
Mohela was blatantly dishonest in their communication on the status of my application. Their dishonesty directly impacts my ability to be afforded forgiveness under the limited PSLF waiver. Their dishonesty not only impacts me, but any other student loan borrower who is trusting that the information that they receive from Mohela to be accurate.
I have tried contacting Mohela to discuss my findings. However, Mohela has turned off the ability to reach any of the representatives.
I would like my file reviewed again under the limited PSLF waiver and be given credit for my qualifying payments.
I look forward to hearing from someone.
XXXX
|
| 09/09/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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I have made payments in excess of the amount due on the loans. I did this a few times until I noticed that my balance due was XXXX. I continued to make payments in excess of the amount due however they were now only going to interest or nearly all going to interest. There is no way to know what the interest owed for the period is on each loan. This was a year ago. I called and complained telling them that I wanted a detailed listing of interest accrual by loan since I have XXXX loans so that I could balance out what I have paid to what they have posted to my loans. They could/would not provide but tried to talk me through it. I ended the call by telling them I wanted any additional payments to go to the higher interest loans instead of the lower interest ones which is what they had been doing. I also wanted them to stop sending me bills with no balance due if there was in fact interest due that they were going to apply my payment to. They said I needed to send the request in writing which I did.
A year later my wife who is doing the payments complains that she does n't understand the billing still. I go on and it is still showing paid ahead with no balance due and payments being made almost exclusively to interest. The little that they do apply to principle is applied to the lower interest rate accounts. So I call again about the issue. The service rep tells me that they have no record of my request and that I need to request it again and they are doing everything in accordance with the agreement and cant change how they are billing. I explain I already sent in the request. She said they do n't have it so I would have to send it in again. I asked for a different channel than the email that they had me use last time and she said they do n't have one. Then she went to her manager because I would n't accept that answer. Suddenly they did have a form letter that they could send me. When I asked if there was a way to verify the documentation so that I would not end up in the same situation with them having conveniently not receiving it and having no evidence it was sent she was very uncooperative and I had to basically pull it out of her if there was a way to track it other than certified mail which I did n't want to do. In the end this company since purchasing my student loan has done nothing but underhandedly try to hide where payments are going and not apply payments as requested in order to maintain higher interest payments.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XXXX XXXX center ignoring/not resolving/not providing updates as to updated their errors made regarding student loan forgiveness. Not completing required tasks on their end to ensure the loan forgiveness was processed correctly and accurately.
Mohela ignoring/not resolving/not providing updates as to updated their errors made regarding student loan forgiveness. Not completing required tasks on their end to ensure the loan forgiveness was processed correctly and accurately.
I have filed complaints, requested " escalation to ombudsman '' as I was informed to do. I submitted documentation as requested within time frames required. I have called both Mohela and XXXX XXXX multiple times with no success. Requests not completed entirely to refund all payments made during the covid pandemic forbearance as requested. I continue to be told to be patient and " give it time '' when I have had to take time away from work and have taken hours upon hours to follow up and attempt to get these issues resolved. The escalate to ombudsman did not even work, so no advocate to help. I sent them an email a month ago, still no response. They were supposed to follow up with me as they were investigating and I have yet to have anything other than we are still working on it and that was on XX/XX/XXXX that they were still waiting and would update in 15 days and they have not. I am constantly sent back and forth between both entities, being told different tasks to complete and complete them as requested with no success. These issues are all over someone not doing their job and counting what was submitted as requested in to my payment counts for student loan forgiveness and forgiving the loan and " canceling '' the updated PSLF application that was submitted as requested in XX/XX/XXXXXXXX XXXX ( yes, a year ago ) and approving the documentation I was told to submit, but not processing that documentation to correct payment counts to include several years of qualifying payments, which result in my loans meeting qualifications much earlier than were counted, which I am owed a significant amount of money, several years worth as well as refunds for payments made during the COVID pandemic since I only received XXXX of those payments. I have large amounts of letters/dates/times/conversation notes as well as letters/emails/correspondence from Mohela and XXXX XXXX that can be provided, but there is so much it is unable to be uploaded in area provided on site.
|
| 08/14/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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My loan is serviced through MOHELA and is at a 9 % interest rate. In XXXX, XXXX, I called to inquire regarding my high interest rate and possible options to lower payments, etc.. I was told that I 'd been charged incorrect interest since the loan originated ( XX/XX/XXXX ) and to " hold off payments '' until MOHELA 's accounting department could reconfigure my balance. On XXXX/XXXX/XXXX, I received a letter that my terms had changed to 8.17 % and balance reduced from {$36000.00} to {$23000.00}. This reduced my payment significantly and I made many financial decisions based on this information. I proceeded to make a home purchase, my credit improved, and I took a new job in another state. Subsequently, on XXXX/XXXX/XXXX, I received another message from MOHELA stating that the terms had been CHANGED BACK ( 9 % interest rate ) and my balance had actually gone up because they 'd put my loan in forbearance while their accounting department calculated what my new payment would be at 8.17 %, etc.. In calling MOHELA, I was told that the original person who 'd given me the information " had been XXXX '' and could not be reached. I then spoke with multiple supervisors in Customer Advocacy. " XXXX '' is my primary contact and states she is " trying to get Senior Leadership to do something but having a hard time ''. I 've gone weeks at a time without receiving a call back and it has taken hours of my time to try to get this resolved. I am a XXXX working at a XXXX and do n't have time in my day to constantly try to get an answer. I feel like I 'm being ignored and it seems unethical and illegal that a financial institution of any kind could change one 's loan terms on a whim. I made financial decisions for my family based on information received, only to have them change it back " because we made a mistake ''. The change in terms was in writing and they should be held accountable. I understand I have an obligation to pay my loan, but MOHELA has an obligation to provide accurate information and abide by the terms they provided me on XXXX/XXXX/XXXX. I encouraged them to utilize their " mistake '' for future training of employees or in looking at their processes. XXXX and financially, I was so relieved to hear that my balance had been reduced and that I would be able to meet some financial goals I 'd been pursuing. For MOHELA to make such changes on a whim, without this in consideration, is completely unethical. Something NEEDS to be done.
|
| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela sent both my husband and I student loan billing statements indicating that our new payments under the SAVE plan would EACH be {$1000.00} per month.
I knew this was not right because our student loan debts are not the same amount and my understanding is that when two spouses file taxes jointly and both have student loans, the payments are prorated based on the loan amounts each spouse owes ( as it was always under XXXX ). Further, our total payments were 2 to 3 times more than the payments we had made with XXXX prior to the pandemic.
It appeared that Mohela recalculated our payments from REPAYE to SAVE but failed to account for the fact that each of us had a spouse who also had student loans.
On XX/XX/XXXX I called Mohela to address this and it took me three hours and several attempts to get through to a representative. Using the call back feature failed because it would go directly into my voicemail when they called back.
When I finally spoke to a rep, they had to transfer me to someone with more experience. The second rep I spoke to told me we would both have to recertify our income. She did not confirm or deny why my and my spouse 's payments were not correct to begin with. After recertifying both of our incomes using 2022 joint tax info our payments dropped from XXXX each to approximately {$550.00} and {$650.00}. Since my payment was due XXXX they also had me put my loan into forbearance for a month since they would not be able to process the correction in time.
I am extremely concerned about this because : A. If I did not know as much as I do about student loan repayment I may have just started making the XXXX payments without questioning it, which is extremely unfair and deceptive to consumers. Especially since my husband and I are both expecting to be eligible to receive PSLF within the next 15 months.
B : I am seeing several posts from other borrowers on XXXX who are also having the same issue and have no idea what is going on, why they owe more than on REPAYE, etc. How many borrowers are going to be making these incorrect payments, especially when no one can even get through to MOHELA easily? And these are just the borrowers who are using XXXX, I am sure it is impacting thousands of borrowers across the country.
If MOHELA wanted to automatically recalculate payments from REPAYE to SAVE, they should have the information available to know to take into account spouses with student loans as well.
|
| 02/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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The PSLF policy was changed on XXXX XXXX XXXX I applied for PSLF on XX/XX/XXXX. Per the Federal Student Aid website, If you made more than 120 payments on an existing XXXX, you will get a refund for extra qualifying payments you made. I have continued work for a PSLF qualifying employer since XXXX & have made monthly payments on my XXXX since XXXX, putting my number of qualifying PSLF payments well over 120. On XX/XX/XXXX I was informed that my loans were being transferred from my current loan servicer, MOHELA, to XXXX, the PSLF loan servicer at that time. My payment history w/ XXXX was only from XXXX to the present ; XXXX was missing ( loan servicer XXXX was XXXX ). I received notice from XXXX on XX/XX/XXXX that the remaining balance on my loans had been forgiven. In XX/XX/XXXX, I received a PLSF Refund check for {$4600.00}. This was much less than expected. As a result, on XX/XX/XXXX I began to try to investigate. Since then, I have spent countless hours on hold & being transferred from place to place. I have filed 2 complaints on the FSA website where I requested a detailed summary of my loan payment history & list of qualifying PSLF payments. There were many payments that were not counted/missing from XXXX. I complied a ~50 pg. packet of proof of payment & a letter of explanation & sent certified mail on XX/XX/XXXX. Since first applying, my loans have been transferred from MOHELA to XXXX ( previous PSLF loan servicer ) & back to MOHELA ( the current PSLF loan servicer ). It has been almost 1.5 yrs & I have been spinning my wheels trying to get fully reimbursed. There is little to no communication from any of the loan servicers mentioned above & I am extremely frustrated that I have spent countless hours on hold, being transferred from place to place, copying billing statements, etc. & there is still {$16000.00} that Im owed. I'm to the point of seeking legal counsel for help & it should not come to that.
This month, I have also filed a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX, the Ohio Attorney General 's Office, and the Federal Trade Commission. To date, MOHELA responded to the XXXX stating that they would contact me directly, which they have falsely told me many times before. When I rejected their response the XXXX closed this complaint due to MOHELA making a " good faith effort '' even though there is no time frame provided for when they will reach out to me and it has been 1.5 years since first applying.
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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Dear Sir/Madam : I hereby submit this complaint regarding the incorrect and untimely processing of my PSLF submission to MOHELA.
I faxed my PSLF application ( which was filled out correctly with employment dates/signatures from prior employers since XXXX ) on XX/XX/XXXX. Each of my prior employers qualified as employers for the PSLF Waiver. At the same time I applied for a Direct Consolidation Loan with the US Dept of Education. During the subsequent weeks, I reached out to XXXX XXXX XXXX and MOHELA several times to inquire about the processing of my PSLF form.
I called Mohela on XX/XX/XXXX and then on XX/XX/XXXX ( on hold waiting for XXXX hour and XXXX minutes ) and spoke with " XXXX '' who confirmed that MOHELA had received all the application documents and the application was complete and would be processed in about XXXX days.
On XX/XX/XXXX I received a letter that my Direct Consolidation loan application and request for PSLF was received.
On XX/XX/XXXX I received a letter that my Direct Loan Consolidation Application had been processed. I then called Mohela to confirm receipt. I was then told that the application process would take about 60 days.
I received a letter in late XXXX dated XX/XX/XXXX a letter via postal mail from MOHELA stating that I did not qualify for the PSLF program due to insufficient payments ( stating therein that only XXXX of the required XXXX payments ). I attempted to call MOHELA several times after I had received the aforementioned XX/XX/XXXX MOHELA letter to contest the insufficient payment assertion as it was clear that the PSLF form was not processed correctly by MOHELA per the PSLF Limited Waiver requirements. I finally reached someone on XX/XX/XXXX XXXX XXXX XXXX and spoke with " XXXX '' who told me that this was an automatic response and that MOHELA had my entire payment history and that the payments would be updated within their system and the PSLF forms would be re-processed further to the PSLF Limited Waiver. She further stated that the " team will reprocess the application, '' and " all [ of my ] forms were approved, '' that there was " nothing else to do on [ my ] end '' and that the processing of my PSLF form would take another 60-90 business days.
Yesterday on XX/XX/XXXX I received a letter dated XX/XX/XXXX from MOHELA that I STILL do not qualify for the PSLF program due to insufficient payments ( stating therein that only XXXX of the required XXXX payments ).
|
| 03/30/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
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Web |
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I returned to college in XXXX. I attended XXXX XXXX XXXX part time on an XXXX while also working full time. I was married and had XXXX daughters. In XXXX, I had completed all the XXXX college had to offer and transferred to the University XXXX XXXX. I received XXXX to attend the university that covered my tuition. Student loans covered XXXX school tuition, books and living expenses.
I graduated, XXXX, with a XXXX in XXXX XXXX. I was offered a job at the XXXX where I had done my XXXX that would begin in late XXXX. Then, on XXXX XXXX, XXXX Hurricane XXXX struck, with the eye passing directly over my home in XXXX. In a weekend, our lives changed drastically. I moved XXXX to live with my mother and got a job with XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX. During the first three years of working, my student loan payments became erratic in the XXXX months because I was not always able to find temporary employment. During this time, I used up all my deferment and forbearance periods I was entitled to. By XXXX, I was fully employed throughout the entire year and was paying all loans regularly. In XXXX all of my loans were consolidated and the principal amount was approximately {$28000.00}.
In the last 10 years I have tried to apply for several loan forgiveness programs but have never been eligible because of the dates of my loans. XXXX programs forgive loan balances after five years XXXX. I worked in XXXX my entire career. During my 22 years working XXXX and indirectly affected thousands more through my work XXXX Another loan forgiveness program is for public service employees. It forgives loan balances after paying on time for XXXX consecutive months. I have paid on time for XXXX consecutive months. When I recently inquired about loan forgiveness I was told I am not eligible for forgiveness because of the dates of my loans. I have already paid {$50000.00} for the {$20000.00} I borrowed. I do not understand why there can not be the same forgiveness for my loans as there is for those who do meet the date requirements. Aside from the dates, I meet all other eligibility requirements.
The interest rate on my loans is 8 %. It is continuous compound so interest accumulates every day on the unpaid balance.
I feel like I have been a responsible borrower, paying regularly every month. With the current situation I will pay these loans off in XXXX and will have spent approximately {$85000.00} to pay the loans back. Can you help me?
|
| 06/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
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Web |
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On XX/XX/XXXX I noticed 2 student loans mentioned on my credit report while checking my credit score. Since I have never taken out a student loan of any kind, I knew immediately that these loans did not belong to me and were incorrectly placed under my name. I contacted the three reporting agencies immediately ( XXXX, XXXX and XXXX ) and filed a reports requesting that this be removed from my credit report. I received letters back stating that they had " investigated '' the matter and the loans were marked as accurate and did in fact belong to me. When I attempted to ask them what matters they took to investigate, they ( XXXX and XXXX ) responded by saying that they called the loan servicer ( Mohela ) and asked if the information was accurate. To which they replied that it was. This is not an acceptable form of investigation so I called to dispute with Mohela. They confirmed that someone had used my name, a different address and e-mail address to obtain a deferred student loan to attend XXXX XXXX XXXX College in XXXX XXXX Iowa. I have never been to Iowa or attended college there. This is a brick and mortar institution and I live in XXXX, Kentucky. I finished college over 10 years ago with no debt. There is no feasible scenario where this would belong to me and it is even more suspicious that the loan was deferred. This means someone is receiving federal student loan money and kicking the payment down the road after they run up a tab of loan debt. Mohela said I would need to fill out a forgery packet to have the loan released. I did this and provided my drivers license, social security information, utility bills, mortgage statements, signature examples and other documentation proving that this is not my loan debt. I sent the packet with a full police report back to Mohela within the specified time frame. I sent it with certified mail. It has been months and I have received no response or resolution. It is also worth mentioning that I have recorded all of my calls with the credit agencies and Mohela to corroborate my information should I need to tag legal action. Mohela admittedly serviced a loan to someone who is not me and it has incorrectly appeared on my credit report, negatively impacting my credit score. Mohela has not provided any additional information, supporting documentation or provided a debt validation letter. So far the burden has been on me to prove that this debt isn't actually mine which is absurd.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
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Web |
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Good evening : Since XXXX of XXXX I have requested Mohela to update my PSLF status, which I believed would have allowed my accounts to have been discharged under several Board Of Education forgiveness policies from the Biden Administration. When I submitted my PSLF certification on XX/XX/XXXX and received a letter on XX/XX/XXXX that they were my servicer, I addressed XXXX & XXXX had not been qualified by Mohela for PSLF and I continued to request the correction for 2 years. In XX/XX/XXXX ; I was told they couldn't qualify the employer although it was the same employer since XXXX. Remind you, payments resume the following month in XXXX and if Mohela didnt make the PSLF corrections-the current balance will be incorrect and my payments will be high.
In XX/XX/XXXX, My spouse and I submitted our IDR ( SAVE ) application. My spouse gave his income and I have no income as of XX/XX/XXXX, due to unemployment from multiple surgeries caused by COVID 19. After submitting our application we both get placed on Administrative Forbearance in XX/XX/XXXX when my payment of {$900.00} is due XX/XX/XXXX and his {$1100.00} on XX/XX/XXXX. On XXXX I receive a notice, " unable to grant our request ... ... ... .based on the reduction in your family size and/or an increase in income your payments will increase. This was not true. We reported the opposite of an increase in family size and decrease in income. They made an error. We called Mohela for the 4th time and talked to an advance representative and we shared everything again about my XXXX, our PSLF status not updated and my IDR being corrected.
In conclusion, as of XX/XX/XXXX my account remains in forbearance, my PSLF for XXXX to XXXX finally got qualified but my ACCOUNT BALANCE is not recalculated from qualifying my employment for the PSLF and my IDR is still in processing mode. On the other hand, this doesn't make sense when my spouse IDR has been APPROVED to a lower amount of {$750.00} -starting XXXX XXXX they haven't recalculated his balance based on the 14 PSLF that have been certify by Student Aid on XX/XX/XXXX, but they choose to keep those 14 payments in processing mode.
***Mohela is corrupt and need to be replaced with another agency. Mohela is putting people in Administrative Forbearance, delaying approvals, not qualifying employers that have been certified by Student Aid and not recalculating account balances that will render lower payments for their borrowers. ****
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| 05/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Loan originally serviced by XXXX was transferred to Mohela. Requested refund of voluntary payments made during Covid pause in XX/XX/XXXX. I was informed that this could take up to 90 days because Mohela needed to request payments from XXXX. Received partial refund ~ {$2000.00} directly to my bank account and FULL loan balance was restored in XX/XX/XXXX. Called to follow up with Mohela at this time and was told that the remaining money would be issued as a check from the treasury department. Called to follow up in XX/XX/XXXX and Mohela said they could only tell me that the check was sent but could not do anything further. Called the treasury department and was told that the check was likely lost in the mail and that Mohela would need to request a stop payment and re-issue of the check. Called Mohela to request this and was told it would be completed and that a new check should be received within 30 days. Requested that my loan balance be adjusted until my refund had been re-issued as this is an inaccurate depiction of money owed and was assured that I would receive my refund shortly. Called again in early XX/XX/XXXX and was told that the check payment was stopped but that the re-issue of the refund was not completed and the request was possibly done incorrectly. I again requested that my loan balance be changed to reflect the lack of refund and was again reassured that I should receive my refund shortly now that the correct request was submitted. Called again mid XXXX and was told the process can take up to 30 days due to treasury department processing. Called again XX/XX/XXXX and was told by that the request for refund was only re-submitted on XX/XX/XXXX and that it may take up to 90 days from that date to receive a refund. Mohela could not provide me with a check number to follow up.
I have spent an inordinate amount of time on the phone with various representatives, often getting misinformation, being transferred, and being asked to follow up with other departments on my own. I have been continuously given false timelines about when I can expect my refund under a law designed to prevent financial hardship during a pandemic. I have suffered a great deal of undue stress during this process as well as an undeserved drop in my credit score due to an inaccurate reflection of my loan balance and debt to income ratio. I have also lost potential capital gains and the ability to do what I intended to with my money.
|
| 02/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have two direct, federal loans that are serviced by Mohela. They were transferred to Mohela from XXXX in XXXX of XXXX because I am eligible for the XXXX XXXX XXXX XXXX XXXX.
I have been a public servant since XXXX when the program started. Mohela has record of all of my employment, certified from eligible employers dating back to XXXX which they have accepted and approved.
When my loans transferred to Mohela from XXXX, I was told to wait for Mohela to apply the PSLF waiver to my account and my updated payment counts would reflect starting in XX/XX/XXXX. In XXXX, Mohela notified me that I had 80 eligible payments. They show missing eligible payments from XXXX XX/XX/XXXX and from XXXX.
Mohela has record of my eligible employment during the time they have these gaps in my eligible payments ( in total 37 payments ).
I have called Mohela multiple times, and no one can sort out why those payments are missing. Mohela verify that they have eligible employment on record and state they " missed '' the payments. In XX/XX/XXXX they told me to call again in XXXX, in XXXX they said to call in XX/XX/XXXX, and in XXXX they asked me to call in XX/XX/XXXX.
Today ( XXXX XXXX ) I called and spent another hour with Mohela on the phone trying to sort this out. A supervisor told me that the reason those payment don't count is that I was in in-school deferment in XXXX and during the 26 months of COVID. However, I was NOT in school. I did not receive in school deferment during that period, and Mohela has record of my eligible, full-time employment to cover those periods.
Mohela told me today they have no idea what to do next. They said I just need to wait until it is sorted out - however, I have been waiting 8 MONTHS at this point. With those 37 payments, I am OVER the 120 payment count and should be sent to discharge to the department of education.
No one knows what steps to take and I have been waiting now for close to a YEAR to sort this out. Mohela doesn't know what to do, I have submitted verification of my employment that has been approved, and I have no direction how to fix this.
PLEASE, please, please fix this. This situation has me sitting in a financial limbo that is highly stressful. I need CFPB to connect with Mohela, have my employment verified ( even though it already IS ), and have my payment count updated and sent to discharge ASAP.
I look forward to hearing from you to have this fixed immediately.
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| 10/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am filing this formal complaint with your office as well as sent a complaint to the Mohela Ombudsman, and also sending complaints to the SC XXXX XXXX XXXX XXXX, Federal Student Aid, SC XXXX attorney general as well as my congressional representative.
As of XX/XX/2022, I have reached my one-hundred twentieth ( XXXX ) payment in the Public Service XXXX XXXX XXXX XXXX For more than XXXX ( XXXX ) years and a total of one-hundred XXXX ( XXXX ) payments, I have worked tirelessly to maintain the correct payments, maintain those payments on time, and submitted the correct Forms year after year required to remain in the Public Service XXXX XXXX XXXX XXXX Now, today, on XX/XX/2022, at what should be a celebratory and happy time for me, I have spent over XXXX ( XXXX ) hours on the phone with Mohela representatives trying to get a simple letter indicating the facts stated above : That as of XX/XX/2022, I have reached payment number one-hundred XXXX ( XXXX ), and therefore my loan will be submitted to the Department of Education for XXXX XXXX XXXX However, I am simply being told, " Sorry, it might take up to XXXX ( XXXX ) days for us to even verify your employment, before even submitting your loan. '' Not to mention, they tell you in the most condescending way possible. If Mohela was going to service XXXX loans, they should have been prepared for this very scenario. Not only does it take HOURS to even reach someone on the phone initially, but once you do, they are not at all helpful and couldn't care less. Up until this last leg of my loans, I have been serviced by XXXX XXXX and never once did I have any of these issues.
The purpose of my request for a formal letter indicating I have reached my one-hundred twentieth ( XXXX ) payment in the Public Service XXXX XXXX XXXX XXXX XXXX because I am in the process of purchasing a new house. This letter will allow the Mortgage underwriter to exclude from my debt ratio the balance of these Federal Loans. Reaching this point in the XXXX XXXX XXXX XXXX XXXX is a milestone that Mohela employees should go out of their way to expedite processing. XXXX XXXX employees take very low-paying jobs all while serving their communities and in some cases, like mine, risking their lives on a daily basis. Instead of being of assistance, Mohela is operating as if they don't want to process these loans for forgiveness.
I am requesting a response to this complaint.
XXXX XXXX XXXX XXXX XXXX
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| 10/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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The US Federal Student loan program has restarted loan collection. The program has been postponed on two fronts. 1 ) COVID Pandemic and 2 ) President XXXX XXXX 's effort to seek loan forgiveness through the legal channels.
The COVID Pandemic has end and the Presidents efforts were not successful.
The US Department of Education outsourced the collect of the loans to a dot com company Mohela. This is where the issue begins.
XXXX of 2023 is the month for the billing restart, however Mohela has not mailed any billing notices to the loanees. Normal business practice for almost all businesses is to send a bill showing the account information, payment amount and date due.
Mohela has intentionally avoided normal billing process. They have have not mailed any billing information. This permits Mohela to force loanees into default status. If you are unaware of the bill, due date, and penalty, then there is a very high percentage chance that you will be leveraged into default for non payment.
Leveraging loanees into default is a strategy used by the dot com Mohela. It is unethical, and not legal. In a word, it is wrong.
Mohela has been aware, for most of 2023, that the loan collection restart for the month of XXXX. Mohela stands to make perhaps millions by forcing default. Students on a payment plan which goes into default, loses reduced payment status immediately, and transitions to the highest possible payment scenario. A loan repayment with monthly installments at {$250.00} could instantly become a {$1000.00} or more while in default. The remedy to default is very laborious and should be avoided.
Mohela is manipulating the default by bypassing the standard procedure of sending out monthly bills at the restart of loan collection. No notice was sent by Mohela, who tries diligently to force you to go online to open an account at their dot com web site. Many loanees do not have access to the web or choose not to use their website. This should not prevent Mohela from sending bills in advance of due dates.
Mohela 's bypassing of the billing process is highly suspect and most likely illegal.
# In addition to the complaint category selected there are other categories which also apply including : *Trouble with how payments are being handled *Received bad information about your loan ( no information, incorrect, incomplete, or inaccurate information ) *Need information about your loan balance or loan terms
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| 11/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I am a PA resident and voter who is currently stationed at XXXX XXXX in New York. I would appreciate any assistance your office can provide me with navigating a PSLF process that appears to be completely unresponsive to military borrowers with student loans that are fully dischargeable under the PSLF program. I have been an XXXX in the XXXX XXXX since XXXX. Last winter I consolidated my remaining federal loans ( amounting to approximately {$41000.00} ) into direct loans to take advantage of President Biden 's limited PSLF waiver program. In XX/XX/XXXX I filed a PSLF application with XXXX -the then servicer of said loans. In XX/XX/XXXXXXXX XXXX erroneously rejected my application on the basis that the end date of my qualifying federal service listed in the application was purportedly before the listed start date. This was, in fact, an incorrect reading of my application which plainly lists that I am still employed with by the XXXX XXXX. After no less than six calls to XXXX in which i waited on hold for periods exceeding 2 hours, XXXX acknowledged the error and said it would continue to process my application. In total I spent more than XXXX hours waiting on hold or speaking with XXXX employees in an effort to resolve the matter. In XX/XX/XXXX, XXXX transferred servicing of my loans to Mohela. Unfortunately, XXXX did not transfer my purportedly pending application to Mohela along with the loan servicing responsibilities. I spoke with a Mohela representative ( again after multiple hours on hold ) who advised me to resubmit a PSLF application and assured me that my application would be expedited. As of XX/XX/XXXX my application still has not been processed and multiple attempts to resolve the matter with Mohela have been unsuccessful. Over the past XXXX months I have spent hours navigating Mohela 's phone system which either traps me in an automated loop and does not allow me to speak to a live representative or places me on hold for upwards of XXXX hours at a time before disconnecting me. The XXXX order mandated COVID forbearance in place on my loans expires next month -at which point I will have to resume payments on loans that should be fully XXXX. I'm not sure if your office can help, but if so, I would greatly appreciate some assistance. If you are unable to assist, I would appreciate it if you would take note that I am not the only service member having difficulty navigating the XXXX waiver process.
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| 09/26/2017 |
No |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been working at a not-for-profit mental health agency since I got a XXXX XXXX in Counseling in XXXX. The XXXX XXXX XXXX XXXX XXXX was created in XXXX. Through the years since the PSLF program 's inception, various employees of my loan servicer, MOHELA, told me that I was on track to receive the XXXX XXXX XXXX because I was on an income-based repayment plan. My 10 years of XXXX XXXX for the student loan forgiveness should be up next month XXXX XXXX, XXXX ). However, earlier this year ( or the end of last year ), a MOHELA employee told me that none of those 10 years will count because I have XXXX loans and not Direct loans. Furthermore, I was told that I was XXXX and have been ) ineligible to transfer my loans into Direct Loans because I had consolidated my loans in XXXX or XXXX ( to lock in a lower interest rate ) and that only XXXX consolidation is allowed during the lifetime of the loan. They also let me know that the years before XXXX that I was on Hardship Deferment or forebearance would not count toward the 25 Year XXXX, either. No one had ever told me that. I was very, very angry about all of this- to say the least.
Then, a few weeks ago, as I was doing my annual income-based renewal via phone with MOHELA, the MOHELA representative told me that I AM ( AND HAVE BEEN ) ELIGIBLE TO CONSOLIDATE MY LOANS INTO A DIRECT LOAN FOR THE PUBLIC SERVICE LOAN FORGIVENESS PROGRAM- EVEN THOUGH I CONSOLIDATED BEFORE.
So now, even though I did my 10 years in XXXX XXXX for the forgiveness, I am now starting again from scratch. I am in the process of consolidating my student loan into a XXXX XXXX. My {$56000.00} student loan will now accrue interest for another 10 years that I will be responsible for if the program is n't in existence in 10 years or because the information I am given by my loan provider 's employees over the next 10 years is inaccurate again and I am not really eligible for the program.
Also, I have been informed by MOHELA that, as a result of consolidating into the Direct Loan Program, my years of qualifying payments toward the 25 Year Forgiveness will be erased and reset to XXXX. This means that if I do n't do another 10 years in XXXX XXXX, I will have to do many more additional years of payments to qualify for the 25 Year Forgiveness. My monthly student loan payment will also be higher than it was the past 10 years due to my XXXX dependents becoming adults and leaving the household.
|
| 10/12/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
|
MOHELA has utterly neglected its duties as a servicer on two fronts : 1 ) failure to send me a letter confirming closure of my previous ( non-federal ) student loan account with them after I paid off those loans, and 2 ) failure to make its website and its phone lines operational and accessible to address problems for those who have federal student loans that MOHELA is now in charge of servicing.
From approximately XXXX through XX/XX/XXXX, I had loans held by MOHELA due to my XXXX attendance at XXXX XXXX in Missouri. I paid off those loans in full ( in the amount of {$4500.00} ) on XX/XX/XXXX. Yet I have not received a letter or any other communication verifying that that account is closed. Fortunately, I printed out the receipt confirmation for my records, and an alert on my credit report says an account has been closed. But MOHELA has failed to send me any letter reflecting this, and that is unacceptable.
Moreover, since my federal loans transferred from XXXX to MOHELA, I have been completely unable to view any of my info on MOHELA. The site won't let me go beyond logging in, despite all my troubleshooting. The site also won't allow me to create a new MOHELA account to view my federally-held student loans. To clear up this problem, I tried calling MOHELA 's helpline at least five times over the last month ( since XX/XX/XXXX ) and encountered wait times ranging from 100 to 125 minutes in each instance. No one answered even after I waited the entire 100+ minutes. I was curious about whether this problem was common and decided to do some digging ; I found dozens of XXXX threads of people experiencing the same unbelievable wait times and inability to reach a human being at MOHELA. Wait times of over 100 minutes are beyond ridiculous. What will happen once the debt cancellation application opens and I'm still unable to access MOHELA 's site and helpline? What will happen to millions of others like me?
In summary, MOHELA has failed in its duties as a servicer : 1 ) failure to send a letter confirming closure of my previous student loan account with them after I paid off those loans, and 2 ) failure to make its website and its phone lines operational to address problems with access for those who have federal student loans now serviced by MOHELA. This is beyond outrageous, and the CFPB has a responsibility to take action to protect millions of borrowers like me from MOHELA 's unscrupulous behavior.
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| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am having an issue with my student loan servicer, Mohela. I work for the state and have been on an income-based repayment plan for my student loans since early XXXX. I applied for the PSLF program in the middle of XXXX, and my loans were transferred from My XXXX XXXX to Mohela. I called Mohela several times between the middle of XXXX and late spring of XXXX to ensure that I would continue to be placed on the IBR plan and was assured that my plan would transfer over. I called again on XX/XX/XXXX to ensure that my account was on the IBR plan as I was still awaiting any information from Mohela regarding my repayment. I was told at that time that my account did not appear to be on an IBR plan but that the issue would be escalated and resolved before my first payment became due. I was also instructed that I did not need to reapply for the IBR program. On XX/XX/XXXX, I received a letter from Mohela saying they were experiencing a delay in processing my request, but that it would be processed. Last week I received a bill for {$1900.00} and was told that my account is on the standard plan. I was further informed that Mohela had canceled the request to evaluate my account to determine why I was not on the IBR. On XX/XX/XXXX, in an abundance of caution, I reapplied for the IBR program, specifically under the SAVE plan and my payment is set to be about {$430.00}. I called Mohela today to ensure that the application was received and was told that it was not. I then reapplied for the SAVE plan with a representative on the phone but was told that despite applying and despite my numerous phone calls the past few months, I am still responsible for the entire {$1900.00} bill due in XXXX. When I expressed concerns over my ability to pay, she told me they could place me on a forbearance, which will negatively impact my ability to apply for PSLF at the end of the 10-year period. While on the phone, I asked to speak with a supervisor and was placed on hold until XXXX XXXX. At XXXX XXXX, my call was disconnected by Mohela despite not being connected to a supervisor to try and address the issue. I am at a complete loss right now as I know I was proactive in reaching out to Mohela numerous times before they issued my first bill to ensure that I was placed on the correct plan, but instead, Mohela unilaterally chose to place me on the standard plan and is now saying I have 2.5 weeks to come up with over {$1900.00}.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I have had multiple issues with my loans since they were switched to MOHELA. First, the loan payoff calculator was not working on the site. So when I tried to pay off a loan in full, I accrued interest during the time the payment processed and was unable to fully pay off the loan. When I called MOHELA, I waited for over an hour, then got disconnected, and no one called me back ( despite asking me for a call back number in case of disconnection ). I then sent a message through the portal, and the response was that I had already called about this issue and to call again with further questions. When I replied to that email, I received a standardized answer detailing loan repayment.
The larger issue is accruing interest. I am in repayment and on the SAVE plan. I made my payment ( the full required payment ) on XX/XX/XXXX ( was due XX/XX/XXXX ). Under SAVE, the remaining interest is supposed to be forgiven. I have continued to accrue interest since this payment. When I called MOHELA, I was told that they do not know when remaining interest will be forgiven and that I must log on daily to check my account and time it correctly in order to make additional payments that would go towards my principle balance. There was no further suggestions on how to predict when this would happen. I have checked my account daily, and continued to accrue interest. Today ( XXXX ) my interest for each loan has gone down, but is still not XXXX. So any additional payments would still go towards the interest. I received documentation from MOHELA detailing the SAVE plan, yet this is not what is happening. This is hundreds to thousands of dollars that we are playing around with, and MOHELA is taking no responsibility and has no answers as to why the interest has not been forgiven.
It is very frustrating to call the loan servicer and have no answers. I am working hard to pay off these loans, and it will be impossible if the interest is not forgiven as it should be. I also don't feel I should have to log in DAILY to check to see if and when this happens. Especially since I have no idea what to expect, or when I've missed the window for when it should be forgiven- does it restart on the XXXX each month? After a payment? There has been no clear communication for borrowers. MOHELA 's communication and customer service is unacceptable. It seems like they are purposely not forgiving interest so that they can make more money.
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| 09/24/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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I originally submitted a dispute with XXXX based on an inaccurate balance in a credit report requested on XXXX XXXX XXXX (attached as XXXX Report XXXX XXXX. On page 49 of this report, my total balance for one of my student loans with XXXX was displaying as XXXX with a balance update date of XXXX. This amount was incorrect because I made a payment bringing my balance down on XXXX which was not being reflected by XXXX while it was being reflected by XXXX (proof of payment attached as XXXX Payment XXXX As of XXXX, my XXXX balance on this loan sequence became XXXX. I have a letter confirming this from XXXX (attached as XXXX XXXX XXXX Copy of XXXX letter.pdf). I filed a dispute Report XXXX with XXXX because of this discrepancy. Upon completion of the investigation, XXXX correctly updated the balance of the loan sequence to XXXX on page 49 of my updated credit report (attached as XXXX Report XXXXXXXX). At the same time however, they added a comment on page 51 stating "Completed investigation of FCRA dispute - consumer disagrees." Based upon my Internet research, this appears to be a comment used when a customer disputes the reinvestigation of a dispute that is not in their outcome. This was never the case in this situation. As such, I believe the incorrect comment/compliance code was used in this situation and, unless correctly updated, is potentially disparaging of my character. On XXXX at approx. XXXX ET, I spoke via phone with XXXX from XXXX. During the call, XXXX mentioned that the comment originated from XXXX and there wasn't anything XXXX could do about it. He also mentioned that there is additional information in my credit report that I am unable to see as a consumer. I immediately followed up with XXXX XXXX and spoke with XXXX (employee ID XXXX at approx. XXXX ET. XXXX mentioned that she could not see any correspondence regarding my account since XXXX XXXX XXXX and that the last action on my account was the payment I made on XXXX XXXX XXXX. She mentioned that there was no record of submitting the comment/compliance code in question to XXXX She mentioned that there was nothing more XXXX XXXX could do and I would need to resolve this with XXXX I also inquired whether MOHELA would be able to assist as my account transferred on XXXX but I have been unable to reach MOHELA successfully due to systems not having my account information or excessive wait times to speak with a representative.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received XXXX letters explaining the same thing ( a complete waste of resources ) that I was on an in-school deferment from XXXX and that is why that period is not being counted toward XXXX. This is interesting because I made XXXX attempts to get this answered by phone from Mohela and each rep I spoke to, including a supervisor at some point said that they did not make payment counts they pointed the finger at the XXXX XXXX XXXX. Now when they are being investigated by the CFPB they suddenly have some answers. The only issue is they still did not completely answer my question. You would think in XXXX letters they would. There is still a period of time that is not being counted that they did not answer. XXXX is also not being counted. That is XXXX years and XXXX months that are unaccounted for, so what is the excuse there?
Additionally, I called in XX/XX/2023, because it showed my first payment was due XX/XX/2023. I had applied for XXXX, and apparently, it had not been processed so Mohela put me on an administrative forbearance ( this was initiated by Mohela, not by me ), while my IDR application was being processed. While talking to the rep, he learned my application had been processed and I could make the payment beginning in XXXX. He said if I requested for the forbearance to be removed, this would be counted toward PSLF repayment. I requested by phone for this to be removed in addition to sending a message through the Mohela portal a XXXX of weeks later because like everything they do no action was taken when I made the request. I made the XXXX payment in XXXX, and now I see on my account that this was an ineligible payment because my loan is in forbearance. This seems fraudulent considering Mohela informed me to make a payment knowing it was not going to count toward anything because they put me in forbearance. It appears to be a tactic to collect funds and prolong payment, all while interest is being accrued. Didn't XXXX get their hand slapped for this? This has all been a complete mess and I know you just want me to give up, you continue to move the goalposts on us so that we will never win, but I will remain persistent. Please respond and this time maybe you could be more efficient in your correspondence and send XXXX letter explaining the same thing. Perhaps by making this adjustment you won't feel compelled to prolong payments and could save money on printing and postage.
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| 09/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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My husband and I have a direct consolidated spousal loan. We both work in public service. We have well over the XXXX qualifying payments. I applied for forgiveness in XXXX and the portion of loans that came from me were forgiven and we were told my husband would also need to apply to have the rest forgiven. He applied in XXXX of XXXX and waited because we knew processing times were long. 6 months later, he called to check on the progress and was told his application for forgiveness was processing. We waited several more month and called again and were told it was still in process. Following that, our loans were transferred from XXXX to Mohela so after waiting a few months, my husband called Mohela only to be told that there was no forgiveness application on record. So he submitted the forgiveness application form again. When I went online to check on the status, it said the application was cancelled. So I called again and the rep on the phone told me it was cancelled because the name on the form didn't match any existing accounts. He looked into the issue and saw that indeed my husband 's name is attached to the loan and said it was a mistake that they didn't process the application. He said he would have it reviewed and added a note about the issue. He told me to give it XXXX business days to have it fixed but it still says that the application was cancelled. We are beyond frustrated at this point. We having been calling and submitting info for help for about XXXX years now and have gotten nowhere. The problem seems to be with the fact that my husband and I have different last names and the loan is under my name but since the loans came from my husband originally they need his employment verification ( which he has already submitted but they refused them ). Is there anyone that can actually help resolve this situation? We are now at XXXX payments out of the XXXX required ( so XXXX payments over ) and everytime this company says they are going fix the issue, we wait and nothing happens. Now we are looking at payments starting up again and will have to pay over a XXXXXXXX XXXX a month on a loan that should have been forgiven by now. We have called over and over again and can not get anyone to help. We even tried to get an administrative forbearance while they figure it out and although we were told once again that we could get one, that never happened either. Please help! Thank you!
|
| 05/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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Mohela has been completely unresponsive. I was initially confused about the TEPSLF form and process for certifying past employment that was deemed to qualify for PSLF. I filled out a form awhile back thinking I needed to just to certify my current employment and submitted it when my loan was still with XXXX. Then I realized I could get PSLF credit for a past position and resubmitted the form certifying that employment to Mohela on XX/XX/2022. I heard nothing from them, my payment counts have not been updated ( not even to reflect my current pay count outside of the TEPSLF, and when I look online it says the form submitted is a " duplicate form. '' I was concerned that they would not review the form since it was a duplicate and wanted to talk with someone about it. I contacted them several times and most of the time the phone would disconnect after I sat on hold for 30+ minutes. I finally talked to someone who said they would take a look at the form soon but they would review it even though it says duplicate form. It has now been six months since I submitted that form and nothing has come of it. This is extremely frustrating because if they approve my past employment my loans will be forgiven in just a few months and it's important for my financial planning to know if this is going to happen or not. I realize they have probably just halted everything pending the Supreme Court case but the issue I am wanting addressed is outside of the Biden loan forgiveness plan.
Now when I go to the Mohela site to check the status of my TEPSLF it says " a duplicate application was processed as cancelled. '' This is so frustrating because as I mentioned in my initial case description, when i finally was able to talk to someone in the fall they indicated that my form would be reviewed even though their system was classifying it as a duplicate form. I also believe that if my past qualifying employment is counted that my loans should have already been discharged, making this matter a little more pressing than I had initially considered. I just wanted to provide this additional information in case it is helpful. I tried calling Mohela again several times but I truly think their phone system is now set up to make it impossible to reach a live person. Thank you so much!
I submitted a complaint with the Department of Education in XXXX and it says it is still open but I have not heard anything from them.
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| 02/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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First Issue, COVID Payment Reimbursement : In XXXX 2022, I requested a refund on all of the payments I made during the COVID payment pause. In early-mid XX/XX/2022, my accounts were moved to Mohela. XXXX processed the request for a refund immediately but subsequent to making the payments, I closed the bank account I made the payments from. The payments were then going to be issued to me in checks but the Department of Education " put a hold on the repayment '' according to the Department of the Treasury. This resulted in me spending over 10 hours on the phone over several days calling XXXX, Department of Treasury, Department of Education and Mohela. Finally, Mohela re-requested the repayments be issued by check. A few weeks later, I received a check for {$18000.00}, which was {$9400.00} short of the full amount I was owed. I have since called Mohela several times and they will not give me an explanation for why the repayment was short or if I will be receiving additional repayment checks. I am very concerned that my initial request for a refund was in XXXX of 2022 and seven months later I still do not have the full refund or any explanation of what is going on with nearly {$10000.00} of the refund.
Second Issue, Employment Certification Forms : In XXXX 2022, I submitted my yearly employment certification forms for PSLF to XXXX while they were still servicing my loans. In early-mid XX/XX/2022, my loans switched to Mohela. I called numerous times from XXXX to XXXX and would be told non-committal answers like my account information was still transferring or they could see my forms had been received and to give it 90 business days to process. Finally, in XXXX, I called Mohela again and asked for a supervisor review of my Employment Certification Forms. They agreed to have a supervisor review my forms, but estimated another 90 business days for it to be completed. I have several concerns with this response. First, why is it taking almost a year for Mohela to review forms that would take XXXX at the most two weeks? Second, my previous agency is in the process of shutting down and soon there will be no HR left. Once this happens, getting a form certified is going to be nearly impossible.
Both of these issues have caused me to spend hours on the phone trying to resolve the problems and I still do not have a solution. These are hours away from my young child, hours spent missing work.
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| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My loan repayment status with Mohela is being negatively affected and placed in limbo because Mohela claims that I'm showing as " in-school '' at XXXX University and thus I'm under an in-school deferment right now. However, I have not been enrolled as a full-time student at XXXX University since the Spring Semester of XXXX and my official enrollment ended in the Fall of XXXX. XXXX University has reported this information to the proper government agencies such as the XXXX XXXX. And they have confirmed this with me and have attempted to confirm this with Mohela, with phone calls and a letter. I have also sent Mohela information in regards to this matter to get this situation of inaccurate information rectified.
In my discussions with Mohela they have made it clear they have not done their due diligence to review all information I have sent them because you can not send them direct messages on special case issues such as mine. Calling has shown to be pointless because they don't record all information properly in my account. I have been provided false or bad information regarding this situation several times. They won't confirm if they have received a letter from XXXX 's Financial Aid Director. They also refuse to take down here contact information and call her about this matter. They called me back once and left a message. However, the call back number " XXXX '' left for me to call back ( XXXX ) is a non-working number for Mohela.
I have spent 2 now going on 3 months to try and get this issue rectified with Mohela. I have lost money, because I have had to take time off from work to call them during their hours of operations ( 12 times I have called ) and have been on hold for 1-2 hours and then another 1-2 hours on the phone to try and get confirmation on communication and information sent/received. Also, their messaging options for customer service is a joke frankly because their turn-around time or response time is about 4-6 weeks instead of 1-3 business days as they claim will happen.
I would like to get this matter solved so my IDR or SAVE repayment plan can officially kick in and I can receive the credit I deserve towards making payments to my 120 payment forgiveness etc. I believe Mohela is intentionally illegally delaying this from happening. I do not know what else to do and neither does XXXX University which has been negatively affected by this matter as well.
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| 12/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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We can not begin to describe the level of incompetence and disgrace that has arisen from our experience with Mohela. Horrific.
I had applied for PSLF forgiveness ( to include XXXX ) on XX/XX/2022. That would have qualified for the 120 months worth of forgiveness according to my qualifying count on both Studentloans.gov and XXXX prior to the transfer to MOHELA. All we needed was for Mohela to count the twelve payments over the last twelve months since I was with my employer ( and still am ) for the entire duration of that time. Thats it. Count to twelve.
However, we were told it would take 90 days to do so. Regardless, on XX/XX/2022, we called Mohela to check on the status of our loans and spoke with XXXX. XXXX verified the form submission and all details filled out were correct.
However, on XX/XX/2022, MOHELA erroneously submitted a response stating Your employer provided an employment end date on your PSLF Form that is more than 60 days prior to the date we received your form. Therefore, we are unable to confirm if you are still employed with that employer. You must be employed full-time by a qualifying employer when you apply for and receive forgiveness under XXXX or XXXX.
1. This is patently false. If MOHELA had bothered to check the form submission which can be found on their own website, they would see that the employer certification, the employee signature, and the received date are all the same : XX/XX/2022. It does not take an inordinate amount of effort, let alone 90 days worth of effort to do that.
2. It is irrelevant. As long as I was employed on XX/XX/2022, that would have constituted the full 120 payments per the prior qualifying counts as confirmed by both Studentloans.gov and XXXX XXXX.
It is unbelievable that something like this has to involve so much complication and quite frankly shear incompetence over such an inordinate duration of time. This is egregious and contravenes Congress and the Presidents intent for the program. We will be sharing this information with all prospective legislators who represent us.
XXXX recently reached out to us - along with other lenders- and offered monetary settlements to account for their previous bumbling of student loans. You would think MOHELA would take note, but clearly they have not.
Request MOHELA go back and perform this check in accordance with the mandated standards and processes as required by law.
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| 10/27/2019 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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Dear CFPB : I am writing to make a complaint about my loan servicer, Missouri Higher Education Loan Authority ( MOHELA ). Quite simply, I am trying to obtain my loan history dating back to my direct consolidation in XXXX. But MOHELA has been unable or unwilling to provide this information. Thus, I would appreciate your assistance in prompting MOHELA to provide this information.
Here is a summary of the facts : On XX/XX/XXXX, I submitted a request through MOHELA 's secure message system for all my payments since XXXX.
The next day, MOHELA replied with an attachment that it claimed was " the financial activity from XX/XX/XXXX through XX/XX/XXXX. '' But it wasn't ; rather, MOHELA sent me an attachment that -- quite strangely -- only covered XX/XX/XXXX to XX/XX/XXXX. Even stranger, the attachment was titled, " Payment History Before Mohela [ sic ]. '' Again, it wasn't. Further, MOHELA indicated they would send a separate message with the payment history from XX/XX/XXXX to the present.
The same day, XX/XX/XXXX, I replied to MOHELA, explaining that their attachment didn't cover the timeline specified.
On XX/XX/XXXX, MOHELA responded with the second part of their message. MOHELA write in part, " We apologize for any confusion or frustration this matter may have caused. The attached document lists the payments made during time prior to your loans being serviced by MOHELA. '' This was unresponsive. I was asking for the period from the date I consolidated the loans ( XX/XX/XXXX ) to the present. I don't understand why MOHELA kept reverting back to wanting to provide my payment history before my loans were serviced by MOHELA. No matter, the attachment that MOHELA provided this time was unopenable.
So on XX/XX/XXXX, I sent MOHELA yet another message simply trying to get the same information. In my e-mail, I wrote in part, " I could not open your attachment. When I tried, it gave the error message " could not open ... because it is either not a supported file type or because the file has been damaged ( for example, it was sent as an email attachment and wasn't correctly decoded. '' Can you please either make the corrections and resent it as a secure message attachment or simply print and mail it.
From this most recent experience with MOHELA 's customer service, I suspect that the company is still struggling with low service employees, low tech systems, and poor management.
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| 03/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Incorrect information on your report
- Information belongs to someone else
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Web |
Servicemember |
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On or about XX/XX/XXXX, the US Dept of Education completely discharged my student loan through the Total & Permanent Disability process. It has come to my attention that XXXX XXXX is reporting MOHELA as reporting two ( 2 ) tradelines in which both states the student loans were zeroed out because they were transferred. On the latest tradeline, it is reported that I was severely late in paying MOHELA even though I had been on an IBR with XXXX XXXX monthly repayment. The latest tradeline was also initially reported by XXXX XXXX as being supplied by XXXX XXXX. Thus XXXX was named defendant in a lawsuit along with XXXX XXXX. This complaint is being sent to you in response to a tradeline/credit item that is listed on my XXXX XXXX consumer disclosure sent to me on XX/XX/XXXX. This notice is sent pursuant to the Fair Debt Collection Practices Act, 15 USC 1692g Sec. 809 ( 8 ), and debt validation is requested. See Attachment This is NOT a request for verification or proof of my mailing address, but a request for VALIDATION made pursuant to the above-named Title and Section. I respectfully request your offices provide me with competent evidence that any student loans serviced by your company have been transferred to another and not 100 % paid off through discharge. At this time, I will also inform you that if your offices have reported invalidated information to any of the 3 major credit bureaus ( XXXX, XXXX, or XXXX ), this action might constitute fraud under both Federal and State Laws. Due to this fact, if any negative mark is found on any of my credit reports by your company or the company that you represent, legal action has or will be brought against for the following : Violation of the FCRA Violation of the FDCPA Defamation of Character Injurious Tort and other damages. Also, during this debt validation period, if any action is taken which could be considered detrimental to any of my credit reports, I will remedy this with any and all legal options. Any listing of any information to a credit reporting repository that could be inaccurate or invalidated should be immediately removed. If your office fails to respond to this debt validation request, all references to this account must be deleted and completely removed from my credit report, and a copy of such deletion request shall be sent to me immediately. Best Regards, XXXX XXXX SSN XXXX DOB XXXX Student Loan # XXXX
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| 03/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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My servicer MOHELA is incorrectly denying me access to the PAY AS YOU EARN repayment plan. On XX/XX/XXXX, MOHELA approved me for the Income Contingent Repayment plan, but today, XX/XX/XXXX, a supervisor and customer service representative have incorrectly informed me that was the only IDR plan I was eligible for. Thus, I am seeking help from the CFPB to allow me to properly access the PAYE plan for my single Direct Consolidated Unsubsidized student loan.
I had no federal student loan balance prior to XX/XX/XXXX, and have also borrowed at least 1 Direct loan after XX/XX/XXXX, therefore classifying me as an " eligible new borrower '' for PAY AS YOU EARN under 685.209 ( a ) ( 1 ) ( iii ). First, in XX/XX/XXXX, I consolidated my Parent PLUS loans into a Direct Consolidated Unsubsidized loan. In XX/XX/XXXX, this loan was consolidated with 3 Direct Stafford Unsubsidized student loans into a new Direct Consolidated Unsubsidized student loan, which is the loan I currently have with MOHELA, and the same one for which they are denying my PAYE repayment plan request.
Per 685.209 ( a ) ( 1 ) ( ii ), an " Eligible loan, for purposes of determining whether a borrower has a partial financial hardship [ ... ] means any outstanding loan [ ... ] except for a defaulted loan, a Direct PLUS Loan or Federal PLUS Loan made to a parent borrower, or a Direct Consolidation Loan or Federal Consolidation Loan that repaid a Direct PLUS Loan or Federal PLUS Loan made to a parent borrower.
My current Direct Consolidated Unsubsidized student loan with MOHELA is not a loan that repaid a federal PLUS loan made to a parent borrower as it repaid Stafford Unsubsidized and a Direct Consolidated Unsubsidized loan, and is therefore eligible for PAYE.
Under the proposed Prosper Act, HR 4508, the XXXX House Majority proposed in Sec. 466. ( 5 ) B to make " excepted consolidation loans '' ineligible for repayment options such as the PAYE plan. They specifically defined an ineligible loan for options besides ICR as a loan that repaid a Parent PLUS, a consolidation that repaid a Parent PLUS, or a consolidation that repaid a consolidation of a Parent PLUS. The proposed Prosper Act failed and therefore, this condition does not exist under current law. If this restriction currently existed, Congress would have had no need to attempt to change 685.209 ( a ) ( 1 ) ( ii ) to add the additional restriction.
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| 10/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Originally called in XXXX because payments were showing start date of XXXX. Talked with rep and created ICR plan and received clarification on payment start dates. Yet Mohela app continued to state payment start date of XXXX I had to call right before XXXX for clarification again.
Contacted them XXXX with questions regarding XXXX plan. On the phone with a rep for 20 minutes before they informed me they're in training where I was then put on hold multiple times while they're conferring with someone else. The whole time I'm getting conflicting information until finally they transfer me to an experienced rep. Ask about SAVE plan vs ICR. Information was pretty confusing but eventually got it figured out. Rep informed me of using adjusted gross income. Updated income and rep told me they could take my statement of income and informed me of new monthly amount then stated it could take some time to process the change. On XXXX I get a notice from XXXX stating they need more time to research this request. Even though same notice states per Illinois Student Loan Servicing Act they have 14 days to inform me of this.. On XXXX I receive correspondence from XXXX that my request is being processed. Also on XXXX I receive notice from XXXX I'm put on administrative forbearance where my daily interest will continue to accrue and capitalize, payments are optional, and auto-debit will be suspended including the .25 % interest reduction. On XXXX received notice from XXXX stating interest not capitalized during XXXX Payment Pause. Same notice states interest will not be added to my balance after payment pause ends but also if interest remains unpaid it will be added to the balance after the payment pause..
On XXXX I get correspondence from XXXX of my new payment amount which is not at all what the rep told me. This notice states payments are optional until due date but that if I was on a payment plan prior then I have to make those payments..
Correspondence seems to be lacking accurate information and is extremely delayed. Hard to figure out what is even going on with my payments. When I tried calling in the meantime of all this I requested a call back. They called back and I answered. I was immediately put on hold without speaking to anyone, then the call disconnected and I received a voicemail that I missed their call. Wait times are excessive and I can not get through.
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| 08/31/2018 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Back on XX/XX/XXXX I received an XXXX Scholarship thru XXXX XXXX for {$1000.00} and since I graduated already I wanted it to be applied to be student loans. I called my lender at the time and made sure that it would be applied to me loans. I was told over the phone that as long as it was received by the financial institution that it would be applied to my principal. I received confirmation back on XX/XX/XXXX thru a phone call from XXXX that it was received by my lender. I continued making payments like I normally do all XX/XX/XXXX, XX/XX/XXXX, and then XX/XX/XXXX comes. Mohela tells me thru a call that they received a {$1000.00} credit on my account and I am paid to far ahead and payments need to stop. I didn't not want to stop my payments. I NEVER missed a payment. I was confused and told them it was a mistake and I didn't make a {$1000.00} payment on my account. Then they said it was from XX/XX/XXXX. I laughed at them and said they had to be joking. I explained above and they said they couldn't do anything about it. They didn't tell me anything about collecting interest daily on my account. When they sent me the following months bill that was due under total interest due it even said {$0.00}. I had not knowledge that anything was due nor did I have an amount to send them. They are the ones to tell me that I was paid to far ahead from XX/XX/XXXX-XX/XX/XXXX which is ridiculous in the first place. Then when my payments finally started coming out of my bank again after about 6 months again I paid closer attention to my student loans then I did before. In the past it said on my statement the total due was XXXX and now my total due changed and it says XXXX. So I called Mohela and asked them about my total due and they gave me some strange answer that makes no sense to me because in the end they said I still owe XXXX even though my billing statements say XXXX?! I also started to notice that after 4 to 5 months after repaying my loan after this happened all my payments were going strictly to interest only. Nothing was applied on principal for almost 1 year. I was calling and messaging them and complaining and I kept getting the same answers. There was nothing more they could do and that I was paid ahead. 1 year of XXXXmo payments for applying a {$1000.00} scholarship to my loan back in XX/XX/XXXX!! Its not worth it. I was better off not taking the scholarship.
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| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have contacted Mohela regarding the status of my student loans currently under the PSLF program. Mohela keeps placing my loans in Forbearance status and each month since XX/XX/XXXX I have requested for them to remove the Forbearance Status. I contacted them on XX/XX/XXXX, XX/XX/XXXX ( via message portal ), and now today XX/XX/XXXX requesting for them to remove my account from forberance status.
On XX/XX/XXXX, I received a letter again notifying me that my loans were placed in Forbearance status and I contacted them via phone on XX/XX/XXXX regarding this forbearance status to identify why it was placed and if it would impact my PSLF status as it relates to the amount of months being counted. I was told the forberance status would impact my time under the PSLF program. I explained that I did not request forberance and the representative explained that the loans were placed under this status due to me applying for the Borrowers Defense Loan Discharge. I explained to the representative that I specifically checked the box on the form for my loans to not be placed in forberance status and I have a copy of both of the applications. The representative assured me that she submitted a request for them to be taken out of forbearance status and it would not impact my PSLF count. I asked the representative if they would send me something in writing confirming they have taken my loans out of forberance status. The representative explained she could request that one be sent to me. A letter was never sent.
On XX/XX/XXXX, I noticed my loans were still in forberance status and sent them a message using my account portal. I still have not received a response. On XX/XX/XXXX, I received a notice that my loans were placed in " Exceptional Discretionary Forbearance. '' I am presently on hold at this time to speak with another representative at Mohela with hold times of over 190 minutes.
This seems to be a repetitive issue that is affecting my PSLF program and the amount of time I have left for repayment and I do not want this impacting it. Especially as the last loan servicer XXXX was not truthful about me going into payment status when I first started working in the public sector in XXXX. This has signficantly impacted my date of when my loans will be forgiven under the PSLF program as I was supposed to be finished in XXXX. Now I am scheduled to be complete in XXXX
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| 10/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/2023 I submitted an application and request to Mohela for move from the PAYE income driven repayment plan to the SAVE income driven repayment plan after using the student fed loan simulator and it indicating my monthly payments would lower. Once Mohela received my request ( before processing and approving it ), their projected payment was {$40.00} more a month and nearly {$100.00} more a month than the initial estimate. I called Mohela on XX/XX/XXXX to inquire as to why my payment would be hire and asked for them to cancel my application to move to the SAVE plan and remain on the PAYE plan with my original payment. The customer service representative told me they could do that and Id be placed back on my PAYE plan. On XX/XX/XXXX I logged on to Mohela and saw I had been moved out of the PAYE plan and to SAVE even though I had requested not to be and told by Mohela representative I would remain in PAYE. I called Mohela again and spoke to someone new. They told me the request to cancel my SAVE application had been submitted but not in time and that they could not move me back to PAYE without a new application. I asked them to submit the new application and was told it would take 7-14 days. I called again on after I received multiple back dated messages through the Mohela website that I was placed on administrative forbearance. The first person I spoke to told me I was on administrative forbearance because of the delayed processing time with IDR applications and that it could take up to 90 days to process. When I asked if months on administrative forbearance, that did not require a monthly payment, counted towards Public Service Loan Forgiveness, I was told that no, they would not count towards my Public Service Loan Forgiveness and that I needed to request to be removed from forbearance and make monthly payments to qualify. I called again later that day and asked a second representative if months of non-payment while on administrative forbearance counted towards public service loan forgiveness and this representative told me that yes, it would and I should remain on forbearance. I then emailed Mohela requesting for written confirmation as to whether administrative forbearance counted towards PSLF. I received a generic response that did not answer my question or provide the requested information. I responded to that email and never heard back.
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| 06/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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On XX/XX/XXXX, I called my loan servicer and requested a refund of payments I made on the account and explicitly discussed that only those payments that can be refunded to me -- - I did not want them to send them back to my employer.
On XX/XX/XXXX, my employer told me that they received a check from my loan servicer that mirrored what they distributed back in XX/XX/XXXX and that they could not give me the payment, but they would cash the check and credit it to the Agency 's funds.
On XX/XX/XXXX I spoke with a Customer Advocacy Supervisor about this issue. They revalidated that this is in fact their error and that payments were only to be sent to account holders. She didn't have the ability to cancel the check in question, but she would try to send a letter to my employer explaining what happened, requesting that funds be sent back.
On XX/XX/XXXX I spoke with a Customer Advocacy Supervisor about this issue, they reaffirmed that they mailed a letter to my employer on XX/XX/XXXX and that I should call back if this is not resolved by the 2nd week of XXXX.
On XX/XX/XXXX, I spoke with a Customer Advocacy Supervisor about the issue, they reaffirmed that a letter was mailed to my employer on XX/XX/XXXX ( but my employer never received such letter ), and that she would personally draft me a new letter and it will arrive in 3-5 business days.
On XX/XX/XXXX, I received the letter to give to my employer and they are contemplating whether or not they will release those funds that were returned.
How is this possible? I asked for a refund of payments I made to the account and verified that I did not want any payments to be sent to my employer and that if they would be to " not '' refund those then. The loan servicer did not listen and sent the money to my employer. The loan servicer is trying to hold me accountable for the balance. That balance will begin accruing interest. This all benefits the loan servicer to my detriment. How is this legal? The loan servicer did not have me sign a single thing. I have a phone conversation request for this and it is costing thousands of dollars. Please help investigate this matter since I have no other recourse. I am at the mercy of my employer " choosing '' to remit payment back to the loan servicer, and the loan servicer is trying to hold me accountable for funds they illegally sent to someone who is not me. Thanks.
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| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XX/XX/2022, I requested to have my student loan payments during the pandemic refunded to me as they were voluntary payments. This amount is around {$5000.00}. I was informed via messenger from Mohela that my request was submitted and it would take 30 days to be processed. A month later in XXXX, I requested to have my student loans consolidated. I originally had 8 student loans and wanted them consolidated to show less loans on my credit report. My consolidation request was granted, but I never received my refund. After speaking with Mohela, I was informed that the U.S Department of Education took it upon themselves to cancel my request for my refund, and to approve the consolidation loan without speaking to me for clarification. The system is showing the consolidation loan was requested prior to the refund but that is 100 % inaccurate. I believe there is potential corruption in this decision. Someone could have pocketed my refund instead of giving it back to me.
Im asking for money back that are my earnings and I was informed I could receive it back as a refund which would help me financially. On my end, I submitted the request correctly. I attempted to call Mohela and could never get on the phone with them. They were impossible to reach during this time. They still are! I spent three hours today attempting to speak with the resolution department. The only way I could reach them was via messenger on their website. This is how I submitted the request and they verified they submitted it for me. The resolution department is impossible to get in contact with. I called XXXX, and have no automated option to reach the resolution department. I go through hoops to speak with someone, and then they transfer me to the resolution department which never answers. I sit on hold for hours until I can no longer do it. I only have so much time in a Monday to Friday time frame business hours where I am available to speak to someone about this for help. It is exhausting. They are never available to help me. I am hitting a wall with this situation and it is wrong. I should not be penalized due to the inability of the US Department of Education and Mohela not being able to process requests orderly and timely. I spoke to the Department of Education and they confirmed Mohela is responsible for canceling my refund request and allowing the consolidation loan to process.
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| 03/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Prior to my loans, being with Mohela, they were with XXXX XXXX. I was informed by XXXX XXXX by several representatives, that once my loans were transferred to MOHELA I could request and in school deferment waiver, as well as a request to waive my six-month grace period to have my loans placed back in in school status. I was in the process of completing my XXXX XXXX and was very concerned that if I continued to go to school and start my XXXX XXXX, my lungs were not placed in in school status and therefore were not qualify under the special waiver period that President Biden put forth. I was assured that I would be fine, and as soon as I transfer my lunch to MOHELA, they would be able to accommodate us. After being with Mohela for several months, I finally spoke to a supervisor who advised me that this information that I was provided was not accurate and I could not place my loans in in school status, nor can I wave my six-month grace period. Because I was XXXX XXXX XXXX If I was if I was provided the correct information, I wouldve stopped going to school after I completed my XXXX XXXX in XX/XX/2022 to allow my payments to go into in payment status so that way these lines could apply to my PSLF. I have written to the White House about this several times, and they forward my concern over to Mohela. MOHELA then responds generically and does not resolve my concern. They are not able to review my calls from XXXX XXXX where I was provided inaccurate information.
My biggest concern now with mohela is that theyve advised me three times now since the beginning of 2022 that I could request to be placed in an in-school deferment I have requested it three times however still to this day loan sequence one through 10 is not reflecting appropriately. As a result, even though I work for a XXXX XXXX, the past two months is not being counted towards loan sequence one through 10 because of this. I called in again where a supervisor stated that he did not see the request and asked me to send it in for a 4th time! I have mailed it 3 times as well as requested it over the phone. This doesnt make any sense.
I am exhausted and every time I call Mohela I usually get a person who provides an accurate information as well and Ive wasted two hours of my time and feel defeated. I need help. I know that I can not be the only person going through this and I am tired.
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| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have worked for the State of Wisconsin for more than 6.5 years and I have been properly enrolled in PSLF for that entire time, updating my income and certifying my employment annually. I recertified my employer every year even though my agency has not changed. I was already enrolled in an IDR plan for that entire time, as well.
Mohela removed me from the IDR plan I had been in. Somehow my application was submitted for an incorrect IDR plan, all I wanted was the same. It went through the US Dept of Ed only to be denied by Mohela in XXXX. Mohela then put me into a level payment plan rather than defaulting to my previous plan. The level payment plan makes me ineligible for PSLF! I immediately submitted a second application through the Dept of Ed for the correct IDF plan ( I certainly hope ) and Mohela has been sitting on that application since XXXX. Nothing has been updated. I have received no bill. Everything still shows I am ineligible for PSLF now because I am in the wrong plan. I called Mohela on XX/XX/23 and they put me in administrative forbearance but are charging me 6.8 % interest while they catch up on doing their job and I have no assurance XXXX will count towards my remaining payments.
If my original application had been processed timely, or if my loans had defaulted to the previous, correct payment plan, everything would be fine. But none of that has happened. On the website it still shows my application is processing and the level payment plan. I have not received a bill at all, but right now, that bill would be wrong because Mohela hasn't processed my payment plan application they've had since XXXX. It should have been so easy to update my previous plan. The Dept of Ed and Mohela both had access to my IRS info. My employer has not changed. My address did not change. Nothing. This should have been so simple - but somehow Mohela has XXXX everything up completely. Was this not the company suing the federal government so they could start collecting these loans? They now say 'unprecedented ' but they knew how many loans they agreed to service and didn't invest in the staff to process them. This is all on Mohela.
It is unclear to me why every PSLF applicant MUST use this company. The first thing they have done for me is erroneously make me ineligible for the PSLF program I have been in for 6.5 years and now refuse to fix it.
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| 09/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I am in the PSLF process and I have been tossed around between multiple customer service pathways.
I have met/exceeded the XXXX payments necessary to qualify for student loan discharge through PSLF.
My original lender was XXXX. XXXX became XXXX- and neither company exists. If you call the hotline- it's now a call center for medical alert buttons. My previous lender ( XXXX ) advised I call the number for XXXX that sent me directly to the med alert process.
The United States Department of Education says they can only " see '' payments made from XX/XX/XXXX on. XXXX previously sent me a list of all payments made before they acquired them - and while I was with them. I am now with Mohela and have provided all this information to them and the XXXX.
I guess my complaint is with XXXX and their abysmal record-keeping. I have no way to reach them.
XXXX- has this information and has released it to me, but Mohela and XXXX won't accept it as " official '' unless it comes directly from XXXX. When I call XXXX - I get long wait times, disconnections, and told to call XXXX ( you know- the company that doesn't exist anymore ).
I have clearly made payments from XXXX - XXXX and I just need someone somewhere to give me credit for this. I told XXXX if I didn't make payments for that period of time, they would have known that b/c they would have declared me as defaulting on the loans- which never happened. I always made timely payments. I have worked in public service my entire career.
This entire process has been a nightmare.
So I am seeking any type of assistance or resolution. I know I am not the only one who is a product of XXXX record-keeping by XXXX XXXX and the United States Department of Education.
I have entered into PSLF - and my payment counts are " stuck '' at XXXX -- they are only counting the time they can " see '' from XX/XX/XXXXXXXX - current. I never defaulted on any loans. I have provided my receipts from XXXX multiple times - and Mohela is being difficult by not accepting anything on letterhead from XXXX they send to me as " official ''.
I'm beyond upset. This program was supposed to help people like me who gave their lives to public service.
I am a daughter of a US Veteran.
Please intervene with : XXXX XXXX XXXX Mohela US Department of Education XXXX have been at this entire process since XXXX of XXXX.
Thank you
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| 10/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I received a backdated email from MOHELA on XXXX that my account was put into administrative forbearance, which I did not request -- email dated XXXX. The forbearance noted is from XXXX to XXXXXXXX
I had scheduled my expected payment for XXXXXXXX which was posted and processed by MOHLEA, but my account remains in this administrative forbearance and the processed payment is not listed in my PSLF payment tracker.
I called on XXXX and waited for 3 total hours on hold. The MOHELA rep I spoke with said the admin forbearance was applied to my account erroneously and that they would take me out of the forbearance. This was quoted to take 3-5 business days and that my account should update appropriately so I can make a XXXX payment that will count toward PSLF. My completed XXXX payment should also count toward PSLF, since it was successfully processed. I was disconnected from the rep at the end of our conversation and I didn't have any paper trail to confirm that the changes were actually noted in my account.
I called back on XXXXXXXX to confirm that the admin forbearance was truly removed from my account, since it was still noted that my account is in forbearance after several business days. I waited 2.5 hours on hold to speak with a rep. The rep confirmed that the request to remove the admin forbearance was noted on my account and that it could take up to 7 business days from the date of the request to display in my account. They encouraged me to call back by Thursday, XXXXXXXX if the forbearance was still listed in my account.
Today, XXXX my account is STILL listed in forbearance with the same end date of XXXX. I am currently waiting on hold to speak with another MOHELA rep ( 40 min in ) and I assume they're also going to give me different information.
I was successfully transferred to a SAVE plan from my previous REPAYE plan in XX/XX/. I was on REPAYE much ahead of the pandemic and do not want or need any recalculation of my payments. I am prepared to restart repayment and expect to make my payments as normal, but I can not due to this erroneous forbearance.
I did not have any active applications for recalculation or PSLF counts in process. My account should not have been placed into forbearance and now I'm suffering consequences of having money debited from my account while the payments are not counting toward forgiveness.
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| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My servicer is Mohela. I registered my Federal student loan of approximately {$280000.00} under the SAVE plan prior to the first payment due in XX/XX/2023 of {$1000.00}. I enrolled in AutoDebit, entered my bank account information and saved it on Mohela 's portal, and received confirmation that the first AutoDebit would be taken on XX/XX/2023. But it was never taken, and I received no notice of this error until much later, when I was notified that a payment was late.
I made a manual payment from my saved bank account, which cleared on XX/XX/2023. I called Mohela on XX/XX/2023 to inquire about this issue. By that time, interest of {$2000.00} was showing on my account. After nearly 2 hours on the phone, I was offered the following resolutions : ( 1 ) retroactive forbearance for XX/XX/2023 would be placed on my account, ( 2 ) my manual payment in XX/XX/2023 would be refunded, since it would be covered under the time period of the forbearance, ( 3 ) I would be sent a document to my email about my payment and loan history to account for the {$2000.00} interest which Mohela claims accumulated prior to XX/XX/2023, ( 4 ) my payment and auto-debit would be taken XX/XX/2023 as scheduled.
None of these items have been done. I received confirmations of auto-debit from my bank account ( whose information is correct, as it was able to be used to make a manual payment ), and when I checked my account on XX/XX/2023 it even said the payment was processing. However, a delinquent notice was sent to me on XX/XX/2023, and there was no record of my XX/XX/2023 payment. Checking my account on XX/XX/2023, Mohela states that I have {$1000.00} due for next payment, {$2100.00} past due, for a total due of {$3200.00}. This does not make sense, especially as I made a manual payment that they have not refunded as promised. This entire issue has been a nightmare!
The consequences of Mohela 's errors are multiple. I might lose credit for PSLF. I will have thousands of dollars in undeserved interest. And if my income is higher in the future, they will collect extra higher-income-based payments from me instead of counting the earlier ones. Larger payments than those required under the SAVE plan would not be applied to as much principal as interest. This is a complete scam, and their response time is unacceptable! There are families and lives on the line here!
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| 05/31/2022 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello CFPB, This is regarding consolidation of student loans. I graduated from XXXX XXXXl in XXXX. My loans were in forebearance until XXXX when I graduated XXXX I started repaying my loans in XXXX when I started working. I have worked for a non profit XXXX group since XXXX and made over XXXX on time payments.
I didn't qualify for the public student loan forgiveness ( PSLF ) during that time because I wasn't in an income based repayment plan. When they expanded the program recently ( XXXX I believe ) to the TEPSLF, I would have qualified. So in about XX/XX/XXXX, I applied for the TEPSLF as I had all federal direct loans. My loans were direct and with a company called XXXX at the time. I was not aware that I needed to do a direct consolidation with XXXX XXXX as it didn't indicate this on the paper forms that I filled out to apply. So I simply applied for TEPSLF and waited to hear back.
I waited many months to hear back from TEPSLF so I assumed I wouldn't qualify. I didn't hear anything back so in XXXX of XXXX, I looked into private consolidation options to try and lock in a lower interest rate before rates went up. I contacted a company called XXXX and ended up doing a loan consolidation with them.
Shortly after this, I was responded to my TEPSLF and was told I needed to do a direct loan consolidation first and then I would qualify for TEPSLF. I also learned after this that my loans were no longer eligible for direct consolidation as now they are consider " private ''.
I contacted XXXX and asked if my loans could be returned to a federal loan and why I was not told that consolidating with them would disqualify me for TEPSLF. In a nutshell, there response was no and that it was not their responsibility to inform me. I have contacted everyone from them to the current loan holder, MOHELA, to the federal government and no one has been able to help.
I think it is the responsibility of XXXX and other private student loan buyers to inform clients that this is a possibility. I am an educated man and the student loan space is VERY hard for me to understand. There is no way to expect the average person to understand all of this.
I am reaching out here to find if there is any way for CFPB to help. I was recommended to reach out to you guys by federal student aid help center to see if anything can be done.
Thank you XXXX XXXX MD
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| 09/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied with the Department of Education to switch from the PAYE IDR plan to the SAVE IDR plan on XX/XX/2023 via their online system ( see IncomeDrivenRepaymentApplication.pdf ). MOHELA confirmed they received the documents on XX/XX/2023 ( see MOHELA cancelled IDR app XXXX ). As repayment is quickly approaching, I wanted to check the status of my IDR application, so I called MOHELA on XX/XX/2023 at approx. XXXX XXXX. The automated system told me that I would receive an update on my pending IDR application within 14 business days. On the morning of XX/XX/XXXX, I received an email letting me know I had correspondence in my online account ( see Correspondence Processing Delay ). Upon logging in, I was able to view the new correspondence, which was actually a letter dated XX/XX/2023 stating that my request would take an additional 90 business days to process ( see XXXX MOHELA Letter.pdf ). I was particularly concerns about this because the Department of Education website stated " [ i ] f you apply for an IDR plan ( such as the SAVE Plan ) this summer, your application will be processed in time for your first payment due date '' ( see SAVE Repayment Plan Offers Lower Monthly Loan Payments | Federal Student Aid ). Being on the SAVE plan is critical to me because it would drop my previous monthly rate from {$220.00} ( see XXXX XXXX XXXX XXXX XXXX ) to approx. {$210.00} per month ( see Student Aid Calculator XXXX XXXX ). Wanting to check my IDR application status further, the MOHELA website indicated that my IDR application was cancelled when logging in on XX/XX/2023 ( see MOHELA cancelled IDR app XXXX ). Concerned about this, I called MOHELA on XX/XX/2023 at approx. XXXX am XXXX. After approx. 30 minutes on hold, I spoke with XXXX who was extremely helpful and told me that the website appeared to be showing an inaccurate status and that my IDR application was actually accepted and my payment should be approx. {$210.00} per month and that I would see this take effect for my XX/XX/2023 payment. Unfortunately, he also informed me it will take 3 business days for me to see anything different in my account. Given the discrepancies between what I can see and what XXXX can see, I would like written confirmation sent via my online account that I am a ) currently on the SAVE plan and b ) expected to only pay {$210.00} per month at this time.
|
| 08/17/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Having problems with customer service
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Web |
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Hello, I am filing a complaint against my federal student loan servicer, MOHELA. My student loans have been serviced by MOHELA for a number of years now and I have consistently made my payments which has recently increased to {$780.00}. When I enrolled with MOHELA for online payments, I provided my cell phone number as the means to contact me and I have not changed that number, nor have I given MOHELA any indication that my cell phone number was not the best number to reach me at. I have called MOHELA from that number, as well as received calls from MOHELA from that number. On Thursday, XXXX XXXX, 2016, when my loan was only 21 days past due, MOHELA call my in-laws and left a message about my student loans at their residence. Of course my in-laws immediately called my husband to inquire as to what was going on and whether my student loans were behind, which is clearly none of their business. I immediately called MOHELA and spoke with a representative. The representative indicated that while my cell phone number was still listed as the primary number, that my in-laws phone number had been added through skip tracing. I was horrified that MOHELA would have gone through skip tracing measures on a 21 day delinquent account and when there was already a good number on file. I have never lived at my in-laws address, nor have I ever been associated with their phone number. I am in-house counsel at a mortgage company and I understand fully how this process works. My situation did not warrant the measures MOHELA took. MOHELA has violated the FDCPA by communicating with a third party about the collection of a debt without my consent. I demand that MOHELA pay me a civil penalty in the amount of {$1000.00} that I would be entitled to if I brought a civil action against them, which I would not hesitate to do. At this time, my student loans are current. The {$1000.00} can be applied towards my XXXX payment and the remainder towards my XXXX payment. I also demand that my account be coded to avoid any further skip tracing. Skip tracing is not necessary, the number I have provided is the correct number, and the status of my student loans is nobody else 's business but my own. I am a full time working mother and would like to avoid the need to pursue a civil action, but if this matter is not resolved as requested, I will not hesitate to file XXXX.
|
| 04/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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As of XX/XX/XXXX, MOHELA increased my total loan balance by {$25000.00} and reopened three paid-in-full loans without any notice or explanation provided. I contacted MOHELA and was told that they could not provide an explanation.
Prior to XX/XX/XXXX, I had paid in full all of my student loans except for MOHELA Loan # 03 ( Disbursed XX/XX/XXXX ).
The loans outlined below were all paid off and currently show on StudentAid.gov as Paid in Full, but were reopened by MOHELA and assigned large principal balances : - XXXX XXXX XXXX, Direct Unsubsidized, {$20000.00} Disbursed XX/XX/XXXX & XX/XX/XXXX, MOHELA Loan # 1 : Paid in Full on XX/XX/XXXX MOHELA now shows Loan # 1 with a {$4600.00} balance.
XXXX XXXX XXXX XXXX Direct Graduate Plus, {$6000.00} Disbursed XX/XX/XXXX, MOHELA Loan # 7 : Paid in Full on XX/XX/XXXX MOHELA now shows Loan # 7 with a {$6000.00} balance.
- XXXXXXXX XXXX XXXX, Direct Unsubsidized, {$20000.00} Disbursed XX/XX/XXXX & XX/XX/XXXX, MOHELA Loan # 2 : Paid in Full on XX/XX/XXXX MOHELA now shows Loan # 2 with a {$13000.00} balance.
In addition, MOHELA Loan # 3, Disbursed XX/XX/XXXX was increased from {$13000.00} to {$14000.00}.
I contacted MOHELA by telephone on XX/XX/XXXX after discovering the discrepancy. Initially, the representative stated that the increase could be due to interest capitalization. However, I responded that that did not make sense to me as some of the loans were disbursed and fully paid during the COVID-19 payment and interest pause. After 40 minutes of waiting, the representative stated that it might be an error and that she would refer it for an " IDQ Update '' so that the full payment history and balance history could be pulled up and reviewed by MOHELA. She was unable to provide any additional information.
I find this to be utterly unacceptable. I have diligently worked to pay thousands of dollars of student debt back during the COVID-19 interest and payment pause to avoid any interest capitalization at the end of the pause. I am happy to pay whatever balance I legally owe, but I refuse to be billed an additional {$25000.00} with absolutely no notice or accounting for that change. I feel that my legal rights have been severely curtailed in this regard and will be contacting my elected representatives as well as seeking out legal representation if necessary to resolve this issue.
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| 01/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I had previously submitted this claim number XXXX and have no idea why it was closed. Is it possible to resubmit this claim to see if I have any options? I have added an addendum at the end to this original claim.
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX When it appeared that loan payments were going to resume, I started to make payments in an attempt to minimize the amount of interest charges on my loans. As soon as I started to make payments, Mohela kept my {$1000.00} payment on XX/XX/XXXX and then another {$280.00} from a payment on XX/XX/XXXX. I called the company several times to ask about this. On XX/XX/XXXX, I was on hold for XXXX hr XXXX min and had to hang up. Then on XX/XX/XXXX, i got to talk briefly to someone on a call that reads as XXXX XXXX min. on my call log. The lady was very curt with me, saying that the charges were probably from before the pandemic. I told her that my payments at the time were up to date so that shouldn't be the reason. I also told her that the loans were not supposed to be accruing interest, but she doubled down and said that I was probably behind on my payments and all but hung up on me. I also tried calling the number on StudentAid.com but they said I needed to talk to my loan servicer. When I said that Mohela wasn't answering my questions and was very difficult to get through to, they said they couldn't help me. I'd like someone to answer why so much was taken away on finance charges when no interest should've been accruing. Thank you.
Addendum : I reached out to Mohela again in XXXX regarding this issue. I received a response from them on XXXX that a request had been submitted to have my payments in the amounts of {$1000.00} and of {$280.00} applied only to the principal balance on my account. I needed to allow up to 2-3 business days for processing. On XXXX I contacted them again to check on the status of the correction since it had not been applied. I got a response from Mohela telling me that my account is at 0 % interest. I asked again about applying the full payments to the principal amount and got a response from Mohela on XXXX that payments are first applied to accrued interest. I'm just unable to get a straight response from them. I would appreciate any help on this matter... or at least confirmation that this interest that they charged me is legitimate.
Thank you again.
|
| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My auto-debit for my student loans is supposed to come out of my savings account every month starting XX/XX/2023. XX/XX/2023 my first auto debit is withdrawn in the amount of {$200.00} and is not drawn again for XXXX or XXXX. I find out the company has put my account on administrative forbearance without my permission. I contact the company several times via call and message and never hear back via message regarding putting my payments back to normal. I messaged them on XX/XX/XXXX, XXXX, XXXX, and XXXX. I also message them on XX/XX/XXXX again as well. The first time I call I wait on hold for XXXX hours and when it is time to speak to someone they tell me they have fixed my account and are going to check some info on why it happened. They then accidentally hang up on me and nobody contacts me even though they took my number to call me back incase I get disconnected. This was around the beginning of XXXX. I wait XXXX days because that's how long the girl said it would take to fix my account. It was still not fixed so I reached out again via phone in XXXX and am told I need to wait until XX/XX/XXXX and then my payments will process. I also asked why I was randomly charged {$11.00} and had another random charge scheduled for XX/XX/XXXX for {$22.00}. The customer service agent says those are mistakes and he will take them off my account and that by XX/XX/2023 all should be fine on my account and the random charges should be gone and my auto debit should work again. He lets me know everyone 's account is messed up and that the system is trying to fix itself. I inform him that I am still being charged interest while these payments are not processing and he pretty much just says to wait until XX/XX/XXXX and everything should be fixed. Of course comes XX/XX/XXXX and it is not fixed and I reach out via message and call. I explain my situation to the girl on the line and she says she will transfer me to a manager. It has now been an hour and a half and I am still waiting on the " manager '' I was transferred to to pick up the phone. All I want to do is pay what I owe on my student loans and it should not be this hard to make that happen. This company is canceling peoples payments without their permission and then not letting me take my account off forbearance and allowing me to make payments so I don't fall further behind on interest.
|
| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I made a payment on XX/XX/23 of {$7900.00} that was supposed to satisfy my outstanding interest but it was never properly applied. When I discovered the error I was told I could request a reimbursement and have the payment re-applied correctly which I did and it was still applied incorrectly. I requested a 2nd reimbursement and again the same issue occurred.
My next payment of {$5000.00} on XX/XX/23 was also not properly allocated. This has been the pattern for all my payments since the first payment.
I make extra payments towards my loans with the goal of paying them off but it has been a struggle dealing with my student loan servicer MOHELA. They have made errors in allocating my payments when I have sent instructions. For example, they have erroneously put money towards the principal instead of the interest and vice versa or applied money towards loans I didn't specify when I have been trying to target specific loans. Their payoff calculator was also not working for an extended period of time, forcing me to call in order to payoff a loan. I was unable to get in touch with a representative and had to wait over the weekend as interest accrued before waiting excessively long on the phone in order to pay it off. This is poor customer service and affecting my ability to properly plan my debt repayment. They have also provided inaccurate due dates on their site and given me inaccurate information over the phone.
For at least 3 months I have been trying to resolve the same issue with my student loan servicer MOHELA. I have sent messages and called at least 10 times and I am spending on average 1-2 hours per call. Even as I'm writing this letter I was speaking with a representative that put me on hold for at least 30 minutes and then transferred me to a supervisor I was never able to speak to as my call was dropped after waiting for an hour.
On XX/XX/XXXX I provided MOHELA with a detailed table showcasing how my payments should have been applied and they have yet to accurately apply my payments. I am making additional payments in order to pay off my loans and these constant errors have prevented me from making additional payments for fear of misallocation. I am also concerned that my credit report will be negatively impacted as my balances are in constant flux.
I believe MOHELA has had enough time to fix this issue.
|
| 01/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I have submitted my XXXX application for multiple qualifying employers.
My first PSLF application was submitted on XX/XX/XXXX and is shown it was processed. My XXXX employers were approved starting with date XXXX. However, the problem I have identified is that there are several years of dates that are missing from my tracker/qualifying accounts. My tracker only shows XXXX of XXXX qualifying. Upon reviewing my qualifying payments the following months/years are missing : XX/XX/XXXX through XX/XX/XXXX and XX/XX/XXXX through XX/XX/XXXX. I called and filed for a review to look into this XXXX XX/XX/XXXX and nothing happened.
In addition to the qualifying tracking issue, I called to check on the status of my XXXX application for my current employer as a government employee at XXXX XXXX XXXX XXXX XXXX ( XXXX ) that was submitted on XX/XX/XXXX. I was told this XXXX application was denied and they did not know why initially. So when I questioned the representative she stated let me look into the application. The rep then stated because no XXXX was included. I informed the rep that was not accurate the XXXX was included the same day by XXXX of XXXX XXXX when I called. I initially submitted the PSLF application for XXXX without the XXXX because I did not have it ; however, I found it the same day of submission and contacted Mohela. Which it shows on my Mohela account that the Mohela rep did in fact add the XXXX on XX/XX/XXXX. So once I said that, the rep then says she see it and it takes 90 days to process. I said well XXXX 90 days is over if I submitted on XX/XX/XXXX. The rep stated the application was just processed on XX/XX/XXXX and that they have another 90 days to update their error. Which I think that is inaccurate. I asked to speak with XXXX and was told she was transferring me to management. Well I was transferred to what must have been an imaginary queue because I was on hold for well over an hour and half and management never answered.
I believe I qualify for loan forgiveness as I have been employed with public service employers my entire adult life and since XXXX as my first XXXX was approved for. Mohela does not have a clear process on how they properly will review inaccuracies identified for their clients and this is wrong.
It may also note that XXXX XXXX has my maiden last name XXXX. My current name is XXXX XXXX
|
| 09/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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On XX/XX/XXXXXXXX I applied for Borrower Defense and opted out of forbearance.
on XX/XX/XXXXXXXX I messaged MohelaXXXX XXXX PM Body : Your Question : Good day I am part of the post class with the Sweet case. Does the forbearance automatically show after the Covid forbearance is over? Do you need a copy of my letter?
MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any inconvenience this may have caused. Our records do not yet reflect a receipt of a forbearance being applied after the Covid-19 forbearance ends. If you would like to request a forbearance, please respond to this email with the request.
If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX. to XXXX XXXX., Tuesday and Wednesday XXXX XXXX. to XXXX XXXX, Thursday and Friday XXXX XXXX to XXXX XXXX. CT.
Thank you, MOHELA XX/XX/XXXX XXXX XXXX Body : Your Question : I would like to keep making payments on my loans even while my loans are being reviewed for Borrower Defense, so I do NOT want forbearance applied after the Covid pause. Thank you.
MOHELA 's Response : Thank you for contacting MOHELA, We have submitted a request to opt out of the borrower defense to repayment forbearance. Please allow 2-3 business days to process.
If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX. to XXXX XXXX., Tuesday and Wednesday XXXX XXXX. to XXXX XXXX., Thursday and Friday XXXX XXXX. to XXXX XXXX. CT.
I called on Wednesday and spoke with someone because my account was still showing forbearance. She told me it would take a few business days, but I will be out of forbearance.
Today I received : A forbearance has been placed to postpone payment on some or all of your loans. Forbearances can be a helpful short-term solution, but they can have negative impacts on your account. Carefully read this letter and the Loan Declaration regarding the status of the forbearance ( s ).
If you are participating in an income-driven repayment ( IDR ) plan, you may not be benefitting from the interest subsidy and qualifying payments toward loan forgiveness that you may be entitled to under the IDR plan. You may decline or request to end the forbearance by calling us at XXXX.
I messaged them again for waiting on hold for over 20 minutes is frustrating.
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| 04/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Hello, I hope you are doing well today!
I am writing because I am struggling to get any information from MOHELA about my attempt to enter the PSLF program. Under the extension which allowed PSLF applications last year, I put in a request to enter the program and have my service at several universities credited toward the length of service for loan forgiveness. This was some time in the Fall of last year, prior to the XXXX deadline.
I eventually got a confirmation that my materials were received on XX/XX/XXXX. I was told at that time that I could expect more information within 90 days.
Unfortunately, they have not been forthcoming with any information. At the beginning of XX/XX/XXXX, I had tried accessing their online system repeatedly, to no avail. I then tried to get the information over the phone and found myself faced with a frustrating automated system, which almost seemed to be engineered for the purpose of dissuading an individual from utilizing it. No matter the information I entered or words I said, I would get put into a loop where the system wanted to know what i was looking for, and then asked for identifying info- Which was unrecognized in each and every instance. Finally, after about 15 minutes of struggling with this automated system ( and attempting to trigger a transfer by using words such as " Agent, '' " Human, '' and " Representative '' ), I was connected with someone.
While the woman I spoke to was incredibly kind, it seemed that she did not have access to much information, or at the very least, was unwilling to divulge any to me. After providing her with my information she was able to find my request, and informed me that it was being held up for review. Upon asking what the review was for, she refused to provide any information. I asked how long I could expect this to take, and was told I should hear back within a couple of weeks. It has now been over a month and I have not heard from MOHELA. Their phone system remains a kafkaesque nightmare. I was apprehensive about even wasting my time on the PSLF, knowing that previous administrations defrauded those who applied through the program, and I am now wondering if I have wasted my time for nothing. I would be immensely appreciative of anything the CFPB could do to compel Mohela to at least give me some information on what is happening.
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| 07/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My original loans were through Mohela. I consolidated my student loans. Mohela remained the servicer, while XXXX facilitated the consolidation. When I first applied for the consolidation, it was approximately XX/XX/XXXX. Only half of my loans were consolidated. I filed the paperwork in XX/XX/XXXX to have the other half consolidated. The process was completed in XX/XX/XXXX. My loan account now shows the correct amount but the interest rate is incorrect. It shows 6.375 % but it should be 6.0 %. I reached out to both Mohela and XXXX in XXXX of XXXX, at first both just pointed fingers at each other or said to wait XXXX more weeks until resolution. I then wrote out the below statement in email to XXXX. At this point, they wrote back to me that they had indeed sent the correct 6.00 % and correct amount over to Mohela. I am now speaking to Mohela who refuse to assist me, saying the loan rate should be XXXX. '' " Original consolidation was only my Grad plus loans at {$160.00}, XXXX at 6.375 %. The second half added into the consolidation, was the unsubsidized portions of the federal aid, {$180.00}, XXXX at 5.50 %.
There is {$6800.00} in accrued interest prior to the covid interest pause. Its between a few different loans but for my math I just assumed it was the highest rate of 7.6 %.
My loan window shows {$350.00}, XXXX at 6.375 %. The amount is correct but the interest is wrong. I believe when it was consolidated, the interest rates of the unsubsidized loans were not factored or taken into account. The weight averages of the loans is about 5.95 % from my math, which means the loan should be a rate of 6.0 %.
Below are the original loan disbursements.
Grad plus ( 6.28 % {$54000.00} ) ( 7.60 % {$7600.00} ) ( 7.08 % {$37000.00} ) ( 7.08 % {$12000.00} ) ( 5.30 % {$54000.00} ) Un-Sub ( {$43000.00} 5.280 % ) ( {$47000.00} 4.300 % ) ( {$44000.00} 6.079 % ) ( {$44000.00} 6.595 % ) " I have spent XXXX hours on the phone and trying to write emails to both companies. I feel they will just continue to kick the problem down XXXX XXXX and provide no assistance. Most recently, today - XX/XX/XXXX, I spent an hour on the phone before the agent said she was transferring me directly over to speak to someone else, I ended up being sent to an empty hold room that was never answered after waiting for additional XXXX minutes.
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| 11/20/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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On XX/XX/XXXX, we submitted an ACH payment to MOHELA for the remaining accrued interest balance on my loans, which they service. It was processed by our bank on that date.
However, due to the payment address on MOHELA 's site not being clear, they cashed the payment but sent it to the wrong address. This delay allowed additional interest to accrue on the account after the date upon which the total interest balance was to have been paid off.
Both my wife and I spent extensive time on the phone with MOHELA, and were assured that the problem would be rectified. Upon our last phone conversation, a manager told us that it had been fixed, and that the payment would be applied to the interest balance, as we 'd specified.
Today, XX/XX/XXXX, I received a call from MOHELA for an unrelated issue ( they ca n't get our mailing address correct ). Out of curiosity, I asked the representative to confirm that the interest payment had been applied to my account as it was supposed to have been. It turns out it had n't. They applied part of the payment to the interest balance, and part to principle, allowing additional interest to accrue on the unpaid interest balance.
This is clearly intentional profiteering. Both my wife and I had repeatedly told and been assured by MOHELA representatives that our payment would be properly applied, which would have paid off any accrued interest balance. By improperly applying our payment ( and lying to us about it ), MOHELA is attempting to profit by charging us interest on a balance that was to have been paid in full nearly a month ago.
Yes, I could have caught this earlier by checking their website, but frankly, that should n't be my problem. They made an accounting error, and we spent a great deal of time getting it worked out with them. My wife and I should n't be expected to babysit the company further, checking their website constantly to insure that they simply do what they were supposed to have done with our money.
Supposedly this is to be resolved " sometime this week '' according to the representative I spoke to today. I was not given any kind of date, and was told that I have to just keep checking the website to see if the problem has been fixed. At this point, I have no faith whatsoever it will be corrected.
Unconscionable, and sadly, seemingly unpunishable.
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| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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To the Consumer Financial Protection Bureau, I am writing to submit a formal complaint regarding the inaccuracies in my student loan payment history. As of my last review, my student loan account shows an incorrect payment history, with outstanding payments when I am in pay-ahead status and do not owe any further payments. I kindly request that you investigate this matter and rectify the inaccuracies in my payment history.
I would like to draw your attention to the fact that the Consumer Financial Protection Bureau ( CFPB ) has identified cases where borrowers ' monthly payment amounts, due dates, and payment plans have been inaccurately reported. In one specific case ( Fall 2022 ), CFPB found that inaccurate information resulted from a servicer 's failure to include current repayment schedules for hundreds of thousands of borrowers ' accounts. Furthermore, another servicer sent statements to over XXXX borrowers with incorrect information about their next due date and the date federal student loans were set to return to repayment. These findings by the CFPB highlight the importance of ensuring the accuracy of payment history and the potential negative consequences that can arise when such inaccuracies occur.
For your reference, I have attached a document that provides clear and conclusive evidence of my payment history, clearly demonstrating that I am indeed in pay-ahead status. The document highlights the payments I have made, the dates on which they were received, and the subsequent reduction in my loan balance. I believe this evidence, along with the CFPB 's findings, will help you understand the discrepancy between my payment status and the information displayed on my account.
My payment history shows a total pay-ahead status of {$2500.00} ( see attached ). I have outlined the payment dates in red ink for ease of following. I have totaled the amount of the payments on the last page as well, which matches the Timeline of payment history document I uploaded. Unfortunately, uploading these documents to MOHELA has not resulted in any resolution.
I kindly request your immediate attention to this matter, as it is causing unnecessary stress and confusion for me. I trust that the attached document, combined with the information from CFPB 's findings, will shed light on the issue Thank you.
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| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I participated in the PSLF program from XXXX. I annually updated my employment status and made over 120 qualifying payments during that time. In XX/XX/XXXX, my XXXX account showed that I had qualified for full forgiveness of all my loans.
However, after the switch to Mohela, the account statement showed that I still owed {$10000.00}. When I queried after this, I was told it was because this part of the balance belonged to my husband ( we consolidated our loans in the XXXX ). My husband has worked for the federal government or the military since XXXX so we submitted PSLF forms that proved his qualifying employment. We submitted the forms using the upload tool on the Mohela website, but Mohela doesnt show any record of receiving them. We also mailed a hard copy with a note with no resulting change on the account as shown on the website. However, even though Mohela supposedly didnt receive the PSLF form, the website now shows that we have made 127 qualifying payments on the remaining mystery balance ( {$10000.00} ).
During the last 3-4 months, Ive been informed repeatedly that I was required to pay back the balance ( which also changed a couple of times ), and was given three different monthly payment amounts. I have called Mohela multiple times about the issue and been put on hold for no less than two hours each time. Every call resulted in the customer service rep telling me that they are waiting for the federal loan people to approve the discharge and that they will put the account on a forebearance until then. Unfortunately, my account still doesnt show a forebearance and the most recent correspondence from Mohela is that I am still expected to fork out nearly {$1000.00} per month on an {$11000.00} loan that should already be forgiven. In addition to being frustrated that this account has shown that it was qualified for forgiveness for over a year, I am also confused why the monthly payment amount Mohela is demanding is so high for such a small loan balance.
In short, this loan should have been forgiven over a year ago, but since the transfer to Mohela, my account is a complete disaster. The company has been so... disorganized? Greedy? Crooked? I'm afraid if I make payments on this balance that I will never receive a refund after the loan is finally forgiven ( if its ever forgiven! ).
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| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX, my account was placed on forbearance without my authorization.
No letter was sent to my email. The only notification was buried in my online account messages on their website.
The last email I received from them was on XX/XX/XXXX regarding my Auto Debit notification/confirmation.
I recently submitted a Public Service Loan Forgiveness certification, but the form submitted did not request a forbearance, just to credit the time to my account On XX/XX/XXXX, my loan due date, I checked my checking account and saw no pending or cleared payment. That is when I logged into their website and saw {$0.00} due and no payments pending. I dug around and found a message in the message box ( the message box showed no messages ). In the box I found one message that looked unopened. This is where I found out about the administrative forbearance. So, I called MOHELA and spoke with XXXX # XXXX when their office opened. I asked why my loan was placed in forbearance without my authorization. I was told the accounting team believed they had miscalculated a number of people 's payments due, and rather than charge the amount due shown ( possibly less than what is due ) and sort out their mess and consult people, they placed all those accounts in forbearance without any authorization or notification.
XXXX # XXXX submitted a request to remove the administrative forbearance ( takes 5-7 business days ) and advised me to make a manual payment online today. By doing that, this month would hopefully count towards my Public Service Loan Forgiveness and by next month the auto pay should work again. But that is dependent on their accounting team sorting out their math issues by next month. When I repeated for clarification exactly what they had just done to me and a number of other people, XXXX # XXXX did state very clearly that MOHELA made the request to place my account into forbearance, without my authorization and without consulting me. It was MOHELA that made the request, not me.
I made the payment online and got a receipt online that I downloaded, but I had to wait nearly 6 hours to get the receipt emailed to me. Then, at XXXX ( PT ) XX/XX/XXXX, I finally received an email from MOHELA telling me my account was placed in administrative forbearance. Just more proof they did this without my consent.
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| 07/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello, Over a XXXX ago, I reached out to XXXX and XXXX to bring to their attention an issue with the calculation of the average interest rate on my Federal Student Loans. Unfortunately, it seems that my concerns have not been adequately addressed, leaving me without a satisfactory resolution.
According to XXXX, my interest rate is stated as 5.1 %. However, my loan servicer, XXXX, has calculated my interest rate at 7.080 %, representing a significant difference of XXXX %. This disparity in interest rates can have a profound impact on both my monthly payment amount and the total interest accrued over the XXXX repayment period.
To provide clarity, I have listed my loans and their respective interest rates below for your review. I am seeking your assistance in finding a resolution to this matter as it has far-reaching implications on my financial obligations and long-term plans.
Below are the details of the loans : Federal unsubsidized loan : {$5600.00}, interest rate 4.29 % Federal unsubsidized loan : {$2100.00}, interest rate 5.05 % Federal unsubsidized loan : {$4700.00}, interest rate 3.76 % Federal unsubsidized loan : {$20000.00}, interest rate 6.08 % Federal unsubsidized loan : {$20000.00}, interest rate 4.30 % Federal subsidized loan : {$5500.00}, interest rate 4.29 % Federal subsidized loan : {$5500.00}, interest rate 3.76 % Federal subsidized loan : {$5500.00}, interest rate 5.05 % Graduate PLUS Loan : {$5500.00}, interest rate 7.08 % Graduate PLUS Loan : {$2600.00}, interest rate 7.08 % Graduate PLUS Loan : {$14000.00}, interest rate 5.30 % Based on the provided loan information, the calculated average interest rate is approximately 5.1 %, which is notably lower than the 7.08 % rate. The average interest rate was determined by considering the loan amounts and their corresponding interest rates, leading to an average value of ~5.1 %.
Please note that this discrepancy in the calculated average interest rate indicates the importance of reviewing and reconciling the interest rates with the respective loan providers to ensure accurate and consistent information.
I sincerely appreciate your attention to this issue and look forward to your guidance in resolving the discrepancy in interest rates on my Federal Student Loans. Thank you for your assistance in this important matter.
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| 09/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am a third year XXXX resident with XXXX K in debt and make less than federal minimum wage for the hours I work which is XXXX hours a week. I am being penalized despite 8 weeks ago reaching out to my loan servicer to know what to do. Essentially I was under XXXX, my estimated payment was {$220.00} for month. I couldnt afford it so I called the rep what to do. She said to consolidate my loans and re certify with my 2022 W2. Thats what I did.
Flash forward a month and Im on XXXX refreshing to see if with recert my payment is XXXX. Wait a minute all loans are gone now? Looks like someone made a payment. Called my parents so confused to see if they had XXXX laying around randomly paid. Mom said looks like loans got transferred. I was never notified and would have never known unless I checked XXXX. I call them they said my money is at XXXX. This is after being on hold for 3 hours twice a day. The apologized for misleading me, and giving wrong info but they can no longer help as they money is not with them. I call XXXX who says XXXX is my loan servicer. Then im on hold with XXXX for hours, also saying the money is not with them. The narrative switches after hours on hold that my new provider is Mohela. That they processed a direct consolidation loan and bc I didnt respond in 10 days ( NEVER RECIEVED A NOTICE OR WHAT TO DO!! ) theyre consolidated and unsure what the interest rate or monthly payment will be. So XXXX bc thats not what I wanted to do! XXXX led me astray.
Now I call mohela, they see that they are my servicer but dont have my info or money. My money is now in transit so where with no one so no one can process my app or give me a quote. Mohela said in this time period nothing to pay. I am so stressed out bc I took the time to try to figure this out 8 weeks before now they have completely XXXX XXXX and my life because of the misinformation. I worked too hard for this to affect my lifeZ I am afraid something will go wrong. I am so stressed and unsure what to do here. How is this ethical or legal? Any advice will be appreciated. Im afraid and unsure if my SAVE application will transfer over. Seems like XXXX cancelled it and just consolidated it with est payment of over 1grand which is what Im afraid will carry over. If anyone has been in this position please reach out at XXXX.
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| 06/13/2019 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
Servicemember |
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I transferred to XXXX XXXX on XXXX XXXX back in XX/XX/XXXX-XX/XX/XXXX and according to them I was not able to receive financial aid due to the fact that I was attending a satellite school in XXXX, MO while my physical location was XXXX XXXX, TX. I was told that because I did not qualify for financial aid Pell grant that I needed to get the student loan offered at XXXX XXXX XXXX XXXX.
I logged into the financial website back in XX/XX/XXXX and notice that XXXX XXXX collected on a Pell grant in TEXAS. I never received a refund but I was put into this student loan that I don't see the amount lowering because they are collecting on interest instead toward the principal. Mohela has been changing the terms and conditions since on the loan since the original promissory note that I have the original copy. I can mail or fax in any documentation you may need clarification.
XXXX XXXX collected on my Pell grant close to {$9000.00} and also on my VA benefits and now they have me on this debt of an old student loan that I can not seem to lower the principal in all the time that it has been under my name dating back XX/XX/XXXX. This was all done because XXXX XXXX mislead me and collected on my Pell Grant and Ch-35 VA Benefits.
I feel they are unethical and are over charging me for a tuition that my Pell grant and VA benefits paid for back when I attended XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX. My total tuition for the school was no more give and take {$6000.00}.
My interest rate with this loan was in the low 1.5 % initially and now is close to 7.0 % after I have asked mohela to lower the interest rate and to put my payments towards the principal. Nothing has changed I feel since XXXX XXXX pocketed the Pell grant and lied to me about this loan. I feel this is wrong and want them to at least deduct my Pell grant they took from the total amount of this loan.
I have good credit and I have been giving them payments that I can afford based on my budget. I still feel that I am paying a debt that is not lowering this student loan and feel I am unethically being charged by Mohela. I have already paid Mohela close to {$5000.00} and the amount in debt is still {$7300.00} and the initial loan was around {$5000.00}. I am reaching out to you in attempt to mediate and take this debt out of my life.
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| 10/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I, like many other federal employees, applied for TEPSLF, first through XXXX, and now through Mohela. In XX/XX/XXXX, after I lost my job, my existing FFEL loans were placed into economic hardship deferment. In XX/XX/XXXX, I began my employment with the federal government. In XX/XX/XXXX, my loans were placed into " forbearance '' as I began the process of consolidating them so that I would be eligible for PSLF someday. The consolidation was completed by XX/XX/XXXX. When XXXX, and then Mohela, started tracking my payment history for TEPSLF/PSLF, I noticed that several months of payment history were missing - specifically XX/XX/XXXX through and including XX/XX/XXXX. On or around XX/XX/XXXX, I contacted Mohela about the missing payment periods and sent a screenshot of my loan history from studentaid.gov. The payment history for XX/XX/XXXX and XX/XX/XXXX was restored and I got credit for those two months. However, the payment history from XX/XX/XXXX through XX/XX/XXXX is still missing. I have eligible employment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and I would like credit for that because I am close to 120 payments. In XX/XX/XXXX, I sent Mohela an updated PSLF application certifying the previous 12 months of eligible employment so that my payment count would be updated. After the payment count was updated, on XX/XX/XXXX, I sent Mohela a message asking when the payment history from XX/XX/XXXX up to and including XX/XX/XXXX would be added so I could get credit. Mohela said that XXXX would update the payment counts by XX/XX/XXXX. That didn't happen. In or around XX/XX/XXXX, I sent Mohela the nearly 10-year old emails documenting the economic hardship deferment and forbearance of my loans in XXXX and XXXX. I also contacted Mohela on XX/XX/XXXX to ask when the payment count would be updated and got a generic response. I called Mohela and actually got to speak to a person, who assured me this would be updated within a week. When that didn't happen, I contacted Mohela on XX/XX/XXXX, and Mohela responded by saying that I should see updates to the payment counts " over the next two months. '' It still hasn't happened. I also filed a complaint with studentaid.gov on or around XX/XX/XXXX. I have not received any response other than an acknowledgement that I filed the complaint.
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| 02/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My loans were originally serviced by XXXX XXXX. On XX/XX/XXXX, I submitted the attached form to XXXX XXXX in order to request loan forgiveness. Based on previous work experience, this would have put me at 120 payments. I called XXXX XXXX and they verified that all my employment verification paperwork was correct and that I had 120 payments required for forgiveness.
XXXX XX/XX/XXXX, my loans were transferred from XXXX XXXX to MOHELA. It took approximately 3 weeks for my loan information to show up in MOHELA 's website. When the information did show up, it showed that there were 111 payments that were eligible.
Payments from XX/XX/XXXX until XX/XX/XXXX are marked as " Employment Not Certified '' even though the attached document clearly states that I was employed at a XXXX XXXX during this time. Payments past XX/XX/XXXX ( XXXX XXXX XXXX ) have been approved and I have not changed employers during this time.
I called MOHELA on XX/XX/XXXX to ask why the payments did not come over, and they stated to upload the PSLF Application again to their website in order to verify the form was correct. The customer service representative further verified that I had enough payments and that it was filled out correctly. I was told that it would take up to 90 business days in order to process this form.
Around the end of XX/XX/XXXX, the form went from a status of " Processing '' to " Processed ''. I waited a few days for the website to reflect the additional qualifying payments, but it remained at 111 qualifying payments. They still did not count the payments from XX/XX/XXXX until XX/XX/XXXX.
I called MOHELA on XX/XX/XXXX to voice my concern about the payments not being correctly applied. I stepped them through the process, and the representative agreed with me. The representative told me that it would go back into " Processing '' and would be reviewed within _another_ 90 business days.
This is now 6 months of waiting on a correct form to be approved. Multiple agents have verified my paperwork and employment. Instead of processing the form, they are purposefully delaying me 90 business days whenever I speak to them.
This is an unfair business practice. I have jumped through all of their hoops and my forgiveness just keeps getting pushed further and further into the future.
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| 08/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the PSLF and received a letter from XXXX Dept. of Education, on XX/XX/2021, that they received the form and the second page stated my loans " Are being transferred for PSLF eligibility confirmation, " further stating that they " Reviewed my PSLF certification and application form and based on my employment and other information ( we ) determined that ( you ) have eligible loans and ( your ) employment qualifies for PSLF and that ( they ) do not know yet whether I had made the 120 qualifying payments to be eligible for forgiveness ( note I have a copy from my servicer ) of all my payments and have over the required amount ) to be eligible for forgiveness, and that before ( we ) can determine if ( you ) are eligible for forgiveness ( we ) must transfer all ( your ) US Dept. of Ed owned loans from ( your ) current servicer to us. '' I have been waiting for those transfers and any information. I never received information form servicers tehy had my loans, and calling Dept, of Ed, Mohelia, and XXXX has been a nightmare. I am unable to log onto Mohelia becasue XXXX now has my loans, which should have gone to Mohelia, and XXXX said I needed to talk with Mohelia. Mohelia told me they don't have them. I received an email my student loans are coming due ( despite I applied for forbearance while my PSLF was being forgiven.
I filed a complaint with the Dept. of Education who responded in an email that they " ... were not able to locate ( my ) application on Mohelia 's status center '' and that " We recommend that you submit a new application to be sure your information is fully processed ''! further, it would take approximately 30 calendar days then take another 60-90 days from the date ( my ( PSLF form is approved. It was already approved back in XXXXXXXX XXXX XXXX I have the account number assigned to my Dept of Ed XXXX 's letter dated XX/XX/2021 but I have not been able to reach Mohelia ( and now the Dept. of Ed XXXX 's Loan Discharge and Forgiveness '' department by phone to provide the account number assigned to my PSLF form that they received it and determined through my employer I am eligible, etc. I have a copy of all my on-time, never late payments from my loan holder/servicer with their letterhead on it of all my payments since XXXX that I can provide.
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| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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XX/XX/22 Negative Acct. Balance on Commercial Student Loan ( {$560.00} ).
XX/XX/22 : Requested a refund and was told by a MOHELA rep it would auto credit to my checking acct that was used for monthly auto payments. Should be 30- 60 days.
XX/XX/22 : Emailed MOHELA for status update. Did not reply for months and when they did they did not address the issue but used canned language " hope your issue has been resolved. '' XX/XX/22 : Was told by MOHELA rep that MOHELA erred and sent the overpayment to XXXX ( another loan servicer ). I did not have an account with XXXX XXXX. MOHELA would not resolve and said I would have to get the funds from XXXX.
XX/XX/22 : Contacted XXXX who said MOHELA should not have sent any funds to them since I didn't have an acct or loan with them. They noted they would have to research and if they were able to locate the funds, the funds would be returned to MOHELA rather than me. ( Note : Funds would be returned to MOHELA ( if they found them ) no later than XX/XX/22 ).
XX/XX/22 : Was told by MOHELA rep ( supervisor ) that MOHELA erred and they should have sent funds to me ( rather than XXXX ). I shared what XXXX had indicated. Rep said funds were sent to XXXX on XX/XX/22 but would try to stop payment ( if XXXX had not dealt with the payment yet ). Rep noted Dept. of Ed had already approved those funds being returned to me so it should not take 30-60 days. Rep would request this date that MOHELA Acct. submit payment to me. Rep would keep an eye on my account and if not resolved within 60 days would contact me. I have not heard from MOHELA.
XX/XX/22 : MOHELA Rep ( Supervisor ) said funds were still with XXXX and the ONLY option would be for MOHELA to take those funds and apply them to a new loan. She indicated this should take no longer than XXXX weeks. I indicated this solution was not acceptable but to at least begin taking steps to get the funds back from XXXX. She agreed to contact me in XXXX weeks ( a week after she said it would be resolved ) if my account had not been credited. I have not heard back.
XX/XX/22 : Complaints filed with : XXXX ) XXXX XXXX ( Executive Director and CEO of MOHELA - XXXX ) ; XXXX ) Congressman XXXX XXXX ; XXXX XXXX Consumer Financial Protection Bureau ; and XXXX ) Dept. of Education Ombudsman Office.
|
| 11/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
|
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Web |
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I applied for SAVE on XXXX. I am currently on PAYE and was on REPAY prior. On XX/XX/XXXX I called about the processing delay. They originally claimed that my loans did not qualify for SAVE. All of my student loans are direct loans and this information was simply not true. After further pushing as to the reason why my application had not been processed, they informed that that my application was declined for missing information ( which they never notified me about ) and require 3 years of tax returns to re-process the application. I referred to the Federal Register update 685.209 ( e ) from XX/XX/XXXX that eliminated the previous years income requirement. The rep insisted that this is just required and that the government has to know how much money I made during nonpayment ( even though I file and pay taxes every year ) and could not tell me why. I have never received in writing why my application was declined or what information was " missing ''. I later recontacted them again on XX/XX/XXXX and pushed for supervisor who assured me that my application would be processed within 2-3 weeks and that the tax return requirement was in fact, not required.
As of XX/XX/XXXX, my next payment is due on XX/XX/XXXX and they still have not processed my application and their stated reason is that they are " behind '', even though I have been speaking with peers with applications submitted after mine that have already been approved. My choices presented to me by the phone rep was to pay the monthly payment ( that I can't afford ) or extend my forbearance. They continue to ignore my application while my loans gather interest. It is incredibly unfair that I have to continue to accrue interest that will be capitalized because of their inability to perform the most basic of their job functions. It feels predatory that the ineptitude of a company can contribute to my student loan debt. Why should they do anything in a timely manner if they benefit from it financially?
Mohela clearly does not have the necessary staff knowledge to appropriately service loans. They can not be bothered to keep up with current/up to date rules and requirements. There is no consistency. Every time I speak with a representative ( after hours on hold ), I am told something different or a vague explanation.
|
| 09/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I've contacted Mohela two times over the past couple of weeks. Hold times are easily 35+ minutes to get a real person on the line. I am a part of Sweet v. Cardona, with full loan forgiveness due to a predatory school ( XXXX University ). As my loans are Direct Consolidation loans, held by Mohela, I was informed by FSA to reach out to them for any information. The first time I called, I was told that my loans ( which should be in forbearance until they are discharged but were actually switched to repayment and accruing interest ) should automatically switch over to administrative forbearance due to the settlement. I then inquired about receiving a refund for payments made over the past ten years to Mohela, to which I was told the checks come from the Treasury and to contact XXXX ( I did contact XXXX who told me to contact Mohela .... ). That was all the info they could give me. They also had zero information on the rest of the discharge, as only half of my loans have been discharged as of now. Again, they state to contact XXXX. After a couple weeks, my loan still had not moved to forbearance and I had to call back, again waiting 35+ minutes during the specified times they state to call for lowest volume. The option to request a callback also does not work. After another hour on the phone with someone who repeatedly put me on hold, I was told my loan should move to forbearance after a few days- which it finally has ( at least until XXXX where I will likely have to call back and repeat this process ). My complaint is in regards to the extreme hold times, the fact that I was told I would get a call back from XXXX in regards to more information ( still never have ), and the fact that the representatives know absolutely nothing when it comes to my loans, who to contact for refunds, and who to contact for more information on when the rest of my loan could potentially be discharged ( it is still accruing interest ). I also requested payment history about three weeks ago via secure message and still have not received a response. This company has been dragging their feet for months, as many other servicers have already completed the discharge AND the refund process. Horrible customer service and simply point fingers at everyone else, never placing any blame on themselves.
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| 07/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Problem : On XX/XX/2023 I reviewed my loan balances on the MOHELA website. The website stated I had {$6300.00} in interest on my account that accrued during the COVID-19 0 % interest payment pause.
Action taken : On XX/XX/2023 I called the main customer service number and communicated the problem to a service representative. He spoke with his mentor and his mentor stated the interest amount was correct, that this was interest that I owed that had accrued on my loans. I stated that 3 of the loans had been paid in full during the pandemic. The payments I made were reimbursed to me ( per my request ) and only totaled the principal balance of those 3 loans. Since this all occurred during a 0 % interest period, there would be no mechanism for the balance to have accrued interest. I asked for my call to be escalated. The service representative escalated my call to the Resolutions Department.
I told the representative of the Resolutions Department that I had loans that accrued interest during the 0 % interest payment pause. The Resolutions Department representative stated my loans should not have accrued interest during this period and said the error would be corrected. The representative did not ask for any additional details. I asked if MOHELA would review my entire account to assess for incorrectly applied interest. The representative said yes. She said it would take 5-7 business days.
As of XX/XX/2023 the {$6300.00} in interest accrued during the COVID-19 0 % interest payment pause remains on my account.
These are my loans and the amount of interest added during the 0 % interest period : Loan 1 Dispersed : XXXX Principal Balance : {$6400.00} Interest : {$100.00} Loan 2 Dispersed : XXXX Principal Balance : {$13000.00} Interest : {$210.00} Loan 3 Dispersed : XXXX Principal Balance : {$20000.00} Interest : {$0.00} Loan 4 Dispersed : XXXX Principal Balance : {$15000.00} Interest : {$0.00} Loan 5 Dispersed : XXXX Principal Balance : {$5100.00} Interest : {$0.00} Loan 6 Dispersed : XXXX Principal Balance : {$3100.00} Interest : {$0.00} Loan 7 Dispersed : XXXX Principal Balance : {$6800.00} Interest : {$1200.00} Loan 8 Dispersed : XXXX Principal Balance : {$19000.00} Interest : {$3600.00} Loan 9 Dispersed : XXXX Principal Balance : {$6800.00} Interest : {$1200.00}
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
Servicemember |
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I was on income-driven ( IDR ) repayment for about 10 years through XXXX. When it switched to Mohela, I was taken off IDR, without my consent/ knowledge. Initially, they told me it was due to " Covid lapse- when no recertification was done everyone came off and now has to recertify ''. They had me " self-certify '' via phone, twice, both times it was denied and I was told " we need more information from you '' ( contrary to " self-certification '' branding/ messaging ). I spoke no less than six times via phone and sent more secure messages than that- finally I was told, " send in 5 years worth of tax forms, '' after they insisted I hadn't been on IDR for 5 years which is 100 % absolutely not true- I have been on IDR for XXXX yrs. During Covid-19, XXXX, they ( Fedloans ) did not allow us to re-certify since all loans were in forbearance. I sent the tax forms in- they were marked as " duplicate ''. I later called and was told this was a mistake- that it would all be fixed. 4 months later, I am still not on IDR. I have no explanation for why I am not on IDR. I have submitted 5 yrs of tax returns. If I was never on IDR, as they claim, they should have just processed me on it. If I had a 5 year lapse, as they claim, 5 yrs of tax returns and months later I shld be on it. But I have had them check the Natnl Student Loan Database and they are able to confirm that I have been on IDR for XXXX years, with no appreciable laps. I've also got XXXX years of confirmed PSLF ( loan forgiveness counts ) which is literally not possible unless I had been on an IDR plan. Still, I have to await " re-certification '' after multiple denials. I have been reassured that they are backlogged and it will get done. But I am skeptical and have uneasiness that what has been happening for almost 6 months will happen again. I think Mohela got in over their head- promised more than they could deliver- were not willing to spend money on staff, training, etc. The phone wait times are literally over an hour just to speak with someone, every day of the week. Secure messages are only answered by auto-reply " we presume the matter is settled. '' This is impacting all of us, including me, in a very negative way. I've spoken with some very helpful, lovely, representatives there, but the problems persist.
|
| 11/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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Last XXXX I consolidated and filed for XXXX because under the waiver I have over XXXX qualifying payments. The history of all the nonsense with XXXX XXXX is laid out in my previous complaint. I was transferred to MOHELA in XXXX - XXXX XX/XX/XXXX the ombudsman named XXXX told me they can request that my forgiveness be escalated because I met all the criteria and had been waiting so long. XXXX, with the Department of Education, advised me to file a new form with MOHELA instead of relying on the transferred form, as sometimes there were issues with those, AND it would get XXXX more payments certified by my employer ( even though I don't need them, as I am well over the XXXX - started with the federal govt in XXXX and still working the same qualifying job ). On XX/XX/XXXX I followed this advice and submitted the new XXXX form to MOHELA. Not seeing it, the next day I panicked and submitted a duplicate form. I called Mohela and the rep told me it was fine, that the second one would be deleted as a duplicate and not to worry. On XX/XX/XXXX I called Mohela because BOTH the non-duplicate and the duplicate forms were marked as duplicate and not processed! XXXX at Mohela changed the first one to processing again instead of duplicate, but told me there was no way to expedite and that I would have to wait all over again for XXXX business days for it to process even though I had already waited and this was their error! It isn't right to put me at the back of the line, again. I have been waiting almost a year now for forgiveness. I have tried to get a supervisor on the phone and have had to give up waiting on XX/XX/XXXX for over XXXX hours, XX/XX/XXXX for over XXXX hours, and XX/XX/XXXX I was on hold for a supervisor for over XXXX hours ( I have screenshots ). The trainee at MOHELA told me I could email to speak with a supervisor, but I pulled up what she suggested and there was NOWHERE on the site where you could email to request a supervisor call you, in spite of what their actual rep told me. So my complaints are that my forgiveness should be expedited bc this was their error in marking it a duplicate AND that their reps are dishonest ( probably unknowingly ) in telling you to email a supervisor because you literally can't - you can not get XXXX on the phone nor by email.
|
| 03/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I would like to file a complaint against Missouri Higher Education Loan Authority or MOHELA for not processing my application for Public Service loan forgiveness despite qualifying for the program and submitting the appropriate application ( s ). I have worked for a not-for-profit organization as a physician for over 10 years. I now qualify for federal loan forgiveness under the I have applied multiple times for the Public Service Loan Forgiveness ( PSLF ) program ( XXXX of the required XXXX payments ). Unfortunately, MOHELA has not been able to appropriately process my application ( s ). MOHELA has still not processed my application submitted XX/XX/XXXX, despite indicated this would take <90 days to process. I have contacted MOHELA on several occasions, but have not been able to make any progress. I was most recently in contacte with a MOHELA operator on XX/XX/XXXX and was provided with misinformation : the operator indicated that MOHELA does not accept digital signatures on the application. I pointed out to them that the Federal student aid website from the department of education indicates that : " How to Submit the PSLF Form A reminder about digital signatures : Digital signatures from you or your employer must be hand drawn ( from a signature pad, mouse, finger, or by taking a picture of a signature drawn on a piece of paper that you then scan and embed on the signature line of the PSLF form ) to be accepted. '' The signatures on the form meet this criteria. I am concerned about the length of time that it has taken to process my application, and that I technically qualify for loan forgiveness, but have encountered incompetence on the part of MOHELA staff resulting in their inability to process my application to clear my loan. I purposely chose to work for a not-for-profit for the past 10 years so that I could ultimately qualify for loan forgiveness under the PSLF program. I had the option of working for a private hospital group and making a much higher salary, but chose to pursue the PSLF route instead. Now that I have worked for a not-for-profit for XXXX years and qualify for loan forgiveness under the PSLF program, I find it demoralizing that MOHELA is not able to appropriately process my application in a reasonable amount of time, as per their duty.
|
| 08/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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After XXXX XXXX in XXXX, I've been handling my student loans for years. I've gone from XXXX XXXX to XXXX to XXXX and now Mohela. Currently, after transferring my loans to Mohela in XX/XX/XXXX, they have seemingly gone crazy with my balance. It took about 8 weeks after consolidating my loans to them to see any balance ( {$29000.00} ). And that balance is where it stay for about 7 months. As someone who has a fear of debts, I had been checking my balance between once a week and once a day since I got them, and on XX/XX/XXXX, I login to a change in balance. The balance went to XXXX. I have a capture of my account on XX/XX/XXXX, showing a XXXX balance as well as their trademark " Your account is in good standing. '' This, with a simple search on some forums, is what they always show to be when you owe them no money. After a conversation later that day with Mohela, they didn't honestly explain what happened to my account, besides the word " reracking '' my loan. They didn't actually explain what that was, but by XX/XX/XXXX, the balance had returned. After that, I started checking the balance of my account daily. It stayed where it was until suddenly it shifted to {$53000.00}. I have issue with this, as my repayment plan is based around the amount of {$29000.00}, and if the balance is suddenly over $ XXXX, then I'm not sure how this will affect actually paying off my loans. Additionally, I'm not sure I trust them to be truthful with my balance, if I were to pay the loan off, as I've been doing in the past. Attempts to contact the company have gotten me put into one of two situations, where either ( a ) I get stuck in a loop pressing buttons and having to start over or ( b ) thinking I'm going to get ahold of someone only to be hung up on. I've not been able to get anyone on the phone since XXXX, and I'm genuinely worried they'll continue abusing me, as withholding the amount I may have owed has already messed with things, as being under no specialized payment plan, a XXXX XXXX loan would not be able to beat interest by having {$220.00} payments, never mind be paid off in 20 years as it claims in supporting documents. Also, I'm incapable of actually giving them money right now, as it say I have {$0.00} due. Please advise and help any way you can.
Thank you.
|
| 11/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
My federal student loans were transferred to MOHELA from XXXX because I am pursuing XXXX. When I consolidated, I selected the then-REPAYE ( now XXXX ) payment plan. However, after consolidation, my loans remained on the XXXX XXXX. I applied again for XXXX in XX/XX/2023 and my application was marked duplicate. Then, MOHELA moved my repayment plan from XXXX to level, increasing my payment from less than $ XXXX to {$320.00}. I applied again for SAVE in XXXX, and my application is still showing as processing through XXXX. On XXXX, my application is marked processed, so it appears that XXXX indicated to the Department of Education that they had processed my application- when, in fact, they had not. During this time, I learned that there were issues with the IRS retrieval tool ( which I had used ), so I submitted a new XXXX application for the XXXX repayment plan, and manually uploaded my tax transcripts for the last 3 years. Inexplicably, in XXXX, all of those documents were marked duplicate, while my XXXX application stayed processing. During this time, MOHELA placed me on administrative forbearance - meaning that while I did not have a payment due, the months of forbearance would not count towards my XXXX forgiveness. This is important because my payment will be {$0.00} under the XXXX XXXX, and interest will not accrue! Instead of putting me on the correct plan, MOHELA has added hundreds of dollars of interest to the balance of my loans, forfeited XXXX months towards XXXX, and now, theyve still not processed my application and my administrative forbearance has ended. I owe them {$320.00} under the level plan on XX/XX/XXXX.
I have sent multiple messages, submitted formal complaints to both MOHELA themselves and about them to XXXX. All Ive heard back is that they will review my complaint within XXXX business days - never mind that all the while, my loans are accruing interest and the clock is ticking faster towards a payment I can not afford and should not have to make, if they would just process my applications.
I have tried to call several times, but have not been able to get through on the phones. Whenever they reply to a message, they just tell me to call them- but I would have to take a day off work to sit on hold for the hours that would take.
|
| 05/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
|
In XX/XX/XXXX, XXXX XXXX XXXX was serving my federal student loans. At that time, I became eligible for Public Service Loan Forgiveness with 122 of 120 required qualifying payments made and verified by XXXX XXXX XXXX. However, no further action was taken to send my information to the Education Department for discharge of my loans, a process I was told by customer service it would take 30 days for discharge after reaching 120 payments, and that I needed to take no further action. I waiting to hear confirmation that my loans were forgiven and discharged.
However, in XX/XX/XXXX I learned my loans would be transferred to MOHELA for servicing ( email attached ). I received a welcome email from MOHELA in XX/XX/XXXX ( email attached ) as well as a loan verification document ( document attached ). I continued to wait for forgiveness.
In the meantime I heard from others who had reached 120+ payments at XXXX XXXXXXXX XXXX that they had not been transferred to MOHELA and that their loans had been discharged. I called MOHELA in XXXX to inquire about the status of my loans. I was told that the XXXX Department needed to review my loans before discharge and to wait 30 days. I called again in XXXX and was told me loans had not been sent yet to the Education Department for review and that it could take 30 days and to call back again, that there would definitely be an update in 30 days. I called again in XXXX and was told to wait 30 days because the Education Department was reviewing my loans. I called in XXXX and was told by loans had never been sent to the Education Department for review and that they would " expedite '' the process for me and to wait 30 days. I called again today, XX/XX/XXXX after hearing no updates. The agent I spoke with today told me that my loans had just been sitting with MOHELA and had not been sent to the Education Department for review, and that I should have been forgiven in XX/XX/XXXX. She advised that because I had already reached 120+ when my loans were transferred to MOHELA XXXX that MOHELA XXXX no further action to process my loans toward PSLF forgiveness once they because my servicing. She told me that she is going to expediate my case ( although I have heard that before ). This time she did give me a case ticket number # XXXX.
|
| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
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Web |
|
|
I certified my employment very regularly over the years and particularly during the period covered by the waiver. I had already certified 119 PSLF payments through XXXX XXXX and then, to get the maximum waiver benefits, I applied to consolidate my loans. Since I kept getting conflicting information from Mohela, XXXX, and XXXX, I was planning to wait to submit the final ECF once the consolidation was complete ( Id been initially advised to do it that way ).
However, XXXX and Mohela dropped the ball with my consolidation, and it got lost or stuck for about 3 months with neither entity working on it. This was despite me repeatedly contacting them about it -- I would just be told to keep waiting and no one seemed to really look into it very seriously. Finally, a rep took a closer look and discovered it was not being worked on. He and multiple other reps have told me that I was the only person this had happened to, as far as they knew. He finally moved my consolidation along, and I submitted my final Employment Confirmation Form for my 120th payment period ( and then some ) in XXXX XXXX
It took a few months to update my counts in Mohelas online portal. It finally updated in XXXX XXXX XXXX XXXX ( I stopped submitting ECFs once after that last one ).
And then nothing. On StudentAid.gov, my data hasnt been updated since XXXX. Mohelas site has my 122 payments certified and has a forbearance letter in my inbox.
While not the last contact Ive had with Mohela, my conversation with them on XXXX XXXX XXXX was particularly frustrating. The frontline rep was giving me misinformation and didnt know how to help me, so I asked for a supervisor but was told the rep didnt have approval to pass me to a supervisor. Only after I pushed back against her non-answers for about an hour did she finally get me to a supervisor. The supervisor let me know the case had been escalated. They say my case is just waiting to be worked and I just need to wait, but there is no timeline at all ( this is the most current info theyve given me ). I asked a rep if I could potentially be waiting another year, and they said yes. They say that as legislation for defrauded students, veterans, etc. goes through that my case probably gets pushed back in the line, but they dont really know.
|
| 06/23/2018 |
Yes |
- Debt collection
- Federal student loan debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
|
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XX/XX/2018 Mohela XXXX XXXX XXXX XXXX, XXXX XXXX Re : Account number XXXX XXXX XXXX Dear Mohela, I am responding to your contact about a debt you are attempting to collect and to request you provide validation the debt is legitimate. You contacted me several times by phone, and dinged my credit 27 times even after I already told you its already paid ; to stop calling me, and only communicate by mail.
Please stop all communication with me and with this address about this debt.
Record that I dispute having any obligation for this debt. If you forward or return this debt to another company, please indicate to them that it is disputed. If you report it to a credit bureau ( or have already done so ), also report that the debt is disputed.
If you have notified the credit reporting agencies of this debt you must notify them promptly that I have disputed the validity of this debt.
I have previously notified you in writing within the 30-day period and requested you cease collection of the debt, or any disputed portion thereof, until you can verify the debt and provide me, by first class mail. However, you failed to identify chain of title simply sent a copy of a statement. I need the following materials in accordance with but not limited to : UCC 9-406 ( 810 ilcs 9-406 ), 735 ILCS 5/2-403,735 ILCS 5/2-606.
All documents, including electronic records or images, which bear my signature and which concern the debt being collected ; A ledger, account card, account statement copy, or similar record, whether paper or electronic, which reflects the date and amount of payments, credits, balances, and charges concerning the debt, including but not limited to interest, fees, charges or expenses incidental to the principal obligation which the creditor is expressly authorized to collect by the agreement creating the debt or permitted to collect by law ; The name and address of the original creditor, if different from the collecting creditor ; and Copies of any assignments that explain how you acquired title to this debt.
Information regarding any discharges/set offs.
Information regarding : what numbers you used to call me at XXXX, frequency, and the call logs.
Thank you for your cooperation. Sincerely, XXXX XXXX
|
| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
XXXX - Applied for Borrower Defense Borrower Defense Application # : XXXX Borrower Defense Application School : XXXX XXXX XXXX XXXX XXXX Borrower Defense Application Approved " YourRelevant Federal Student Loan debt will remain in forbearance and collections will be stopped until you receive relief. Your credit report will also be updated to reflect this discharge when it is complete. '' XXXX - XXXX Mohela because my loan was not in forbearance. They refused to put it into forbearance for me even though XXXX XXXX XXXX specifically indicates that it has to remain in forbearance until the discharge is completed. Contacted FSA who also could not help me, but suggested I file a complaint.
XXXX - Filed FSA complaint against Mohela ( Feedback Case # XXXX ) XXXX - Received email from Mohela stating " According to our records, an Exceptional Discretionary Forbearance has been placed on your loans for the periods of XX/XX/XXXX through XXXX/XXXX/XXXX. The Office of Federal Student Aid ( FSA ) had sent MOHELA notice to process a Borrower Defense to Repayment forbearance onto the account per your claim.
XXXX - My Mohela account reflected end date of XXXX/XXXX/XXXX XXXX - Mohela took me out of forbearance and payment due XX/XX/XXXX. Emailed Mohela XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Tried several times to reach by phone. Unsuccessful.
XXXX - Contacted FSA who was not able to help me. Filed a 2nd complaint ( XXXX XXXX # XXXX ) XXXX - Contacted FSA Borrower Defense. They said I had to contact Mohela to place me into an administrative forbearance, and could not help me.
XX/XX/XXXX - Payment overdue. Next payment due XX/XX/XXXX. Sent several emails through Mohela account - no response. Called Mohela yesterday ( XX/XX/XXXX ). Finally got through to someone who kept putting me on hold and then we were disconnected. Did not receive a call back even though they verified my phone number and asked my permission to call me back if we get disconnected. Tried calling twice this morning. Hours indicate they open at XXXX. Called at XXXX and XXXX and message indicates that they are closed, but that their hours begin at XXXX. I now am past due and have another payment due XX/XX/XXXX. How do I get Mohela to put me back into an administrative forbearance?
|
| 10/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Older American, Servicemember |
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I took out XXXX XXXX XXXX to finish my XXXX and XXXX XXXX. I graduated XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. ago. My loan started out as {$79000.00} and is currently {$100000.00}. I have paid every since then. When I exited college, no one talked to me about how to appropriately choose payments that would pay off my account.We struggled financially as a XXXX XXXX XXXX so picking the one of the lower payment was our choice. We knew it would take a little longer but we assumed that the balance would go down and we could change it along the way when things got better. My husband was laid off twice, so I took a forebarence for a year... again no one talked to me about how much my interest was or talked to me about getting me on another plan. When ever I would call to speak with someone, I was always left confused because I don't think they really knew what they were talking about. I've been a XXXX XXXX XXXXXXXX for XXXX XXXX XXXX XXXX so once I learned of the XXXX XXXX I began applying, each time was told no I was missing something, we need a copy of your income tax form, and two years ago I heard " you need to have 120 payments but your plan is okay '' then it was " you are on the wrong payment plan ''. When I tried to get details about what they meant, I still didn't get any clarity to this question. Each time I called, the rules of the game changed! The last time I wrote to XXXX and was rejected I asked for something in writing so I could have proof, and something tangible to follow. I never received that letter.
Mohela then took over and I have spent months jumping through hoops. I included every piece of correspondance with XXXX and a copy of my payments. I was so happy to see that it didn't matter about what payment plan I had been on, if I had a forbearance in the past, and suspended payments because of COVID counted. Bottom line is I've been on a payment plan for XXXX XXXX XXXX XXXX XXXX and my debt didn't go down even by a penny, it increased by {$24000.00}, making my balance increase to {$100000.00}! I don't know about you but something is seriously wrong with this picture! I I just received an email from Mohela leaving me with 43 payments to still pay and because the payment had to be income driven, my payment has more than doubled!
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| 07/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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This is in regard to my application for loan forgiveness under PSLF. In XX/XX/XXXX, I sent my complete application with information regarding four previous employers. At that time I noted and provided information that one of my former employers, a XXXX year-old nonprofit in good standing, had dissolved.
My application is noted as being received XX/XX/XXXX. I waited for months for information with the guidance that I wouldn't hear for XXXX business days. It was significantly longer than that, but in XX/XX/XXXX, I received a letter that my loans would be transferring to Mohela and that happened in XX/XX/XXXX. At that time, I noticed that only three of the four employers in my application were showing up. I called as the one now defunct employer was not in the documentation. I was told to wait as it was still being processed. However, in XX/XX/XXXX, when my PSLF payments were updated again, I realized that no one was looking into the application for the defunct employer as it had just been dropped from my application altogether -- no one ever reached out for further verification or to let me know there was a problem -- it just disappeared as if I never had submitted it.
I had to call Mohela several times to get any concrete info/advice, but finally a representative told me to resubmit the application for this former employer along with any supporting documentation and my old W-2 forms. I did so and then saw a week later that my application was immediately denied. When I called up, the representative looked into it and said that it had been denied because whomever was processing it hadn't actually looked through all of my attachments properly. I then had to resubmit the exact same documentation on XX/XX/XXXX.
Since that time I've called several times for them to tell me that there are delays and I have to wait as it takes a long time to verify that my employer was a registered 501c3 ( although I've sumbitted IRS documentation and 990s which clearly demonstrate this ). While it hasn't been 90 business days since XX/XX/XXXX, it has been almost a year since I originally submitted my information for this employer. Mohela blames the lack of resolution on FSA, which in turns says it's Mohela 's issue, and there is no way to get any information.
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| 08/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello, I had my federal student loans serviced through fedloan. When I graduated in XXXX from grad school, I attempted to start making payments in XX/XX/XXXX when I started my first career, but was told by XXXX that I can not make a payment until XXXX of XXXX due to my payment date not being active yet. Even though I called over a dozen times between XXXX XXXX thru XXXX of XXXX, I was told the same thing that my loans are not in repayment yet. This deceptive information caused me to delay payment and caused unnecessary interest to add to my loan balance. The main reason I was asking to make payments before my official start of loan repayment was due to being employed and wanting to get ahead of additional debt. Unfortunately, I was young and inexperienced with the loan process so I felt like fed loan was acting in my best interest, but now I can see that was not necessarily the case.
The next issue occurred around XXXX when I completed my annual income based repayment application for fed loan XXXX My application was processed by fed loan and I received a monthly payment of ~ $ XXXX mo XXXX on my application. At first I was confused by this decease as in the prior year I was paying over $ XXXX mo. I had no change in income/ employment status, so I again called fed loan over a dozen times to inquire why this occurred. I was informed that I fell below the poverty line based on my application information. I explained that must be inaccurate as I did not have a change in status and was making ~ $ XXXX year. The fed loan reps told me there is nothing that can be done and most loan holders want to have the lowest payment. Again, due to my lack of knowledge on how the loan process worked, I took fed loan as acting in my best interest.
Fast forward to present day, I have educated myself on the loan process and that fedloan willfully provided inaccurate information that caused my loan to ballon in size due to several years of interest being added to my overall debt balance. A balance that should have been less if I was provide accurate information about my loans.
I am hoping that someone can assist me in holding them accountable for this deceptive practice as I like many account holders was relaying on fed loan to act as an advocate for me.
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| 02/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I completed my annual employment recertification form and submitted it to Mohela on XX/XX/XXXX. Today I checked my account to see if my eligible payments have been updated and Mohela canceled my for certification form and says it was duplicate. I have not submitted another employment recertification form, I do this process once a year to have my qualifying payments updated. I have been on the XXXX program for about 6 years now so I am very familiar with the process of submitting my forms and rectifying my employment. I contacted Mohela today ( 6 XX/XX/XXXX ) and the customer service agent had no explanation for why my form was canceled. He told me he would submit it for review but the process is 90 days to review. If this takes 90 days that would mean it would take over 180 days to process my singular form to which I have no switched employers since XXXX. I simply need my payments updated. For some reason they have listed all my payments since XX/XX/XXXX as " employment not certified. '' However my form I submitted clearly shows my employment should be certified. After doing research online others have experienced this same issue of having the form canceled without notification or reason. Others have cited that after calling to ask for a re-review of the form they have a new entry in the documents received section on Mohela with the date of the re-review request. I do not have that at all or any communication other than a verbal communication that it will be reviewed. If there is nothing in my account that flags attention for review, I don't have faith it will get reviewed. My payment count right now says 44 where it should be updated to account for XX/XX/XXXX to present. That is a huge difference in qualifying payment count. It should be an easy update as all I need to show is that one form because I have not switched employers during that time period or since XXXX. I have two issues here- I have no verification that my request to have it re-reviewed is in effect and secondly I should not have to wait another 90 days when Mohela canceled my form. Mohela should expedite this form as its been in the system for over 90 days already and is a simple one page document saying I am currently still employed at a qualifying employer since XXXX.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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It has been atrocious the customer service or lack thereof, because it is so hard to get someone from your office on the phone. I call every week, several times a week. Ive waited several hours the other day. Yet, you keep sending me messages about late payment. When in reality, if administratively you were doing the job that you are expected to do/supposed to do, I would not be in limbo about the status of my account. I didnt have the balance owed under IDR until late and do not recall notice in the mail. My former service provider was not like this. If you all do not have the infrastructure or capacity, you should have not opted to service these loans. I have also messaged several times about the status of the receipt of forms that have been sent you, two times, from my school for deferment. Well before the suspension was lifted. Mid-XXXX was the first time the form was sent to your office. We are practically in XXXX and you all have yet to process this form. I've contacted the college and they confirmed sending and sent another form. I am not able to make the payment right now until I finish this program. I should not have been up to pay, because my loans should be in deferment per the instructions and information provided. Please look, find, or follow-up regarding the status of my account. I understand that capacity may be stretched or employees may not have what is needed to meet the demand... well there must be other solutions or ways of business that you all need to consider. However, this is not fair and should not affect my credit score or other financial implications. I am totally off put by this and wish my loans stayed where they were.
Finally, the PSLF form, I don't think you all have followed through on the employee certifications. I am requesting to please provide some sort of communication on how to rectify or proceed, or provide a timeframe when you all think the status of my account will be updated and the best way you all need to receive the form. I can not electronically file, the instructions on the form, delineate that the college/university is to send to you. Which was sent to the mailing address provided!
Please call me if you need to discuss further as it is difficult to contact you at all hours of the day.
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| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I recently started a XXXX XXXX XXXX XXXX XXXX, so I signed up for the Public Service Loan Forgiveness ( PSLF ) program. To do this, I was required to consolidate my loans and be placed on an income driven repayment plan ( IDR ). My loan servicer was changed to MOHELA. Ever since my loan servicer was changed to MOHELA, I have had nothing but issues including being told blatantly incorrect information that contradicts information on this website ( department of education ). First, MOHELA denied my IDR application with because " you do not qualify for the repayment plan you requested '' with no further explanation. When I called to ask about this, they also provided no explanation and forced me to verbally submit a new IDR application for the SAVE plan, instead of the PAYE plan I originally requested. Second, because I had to submit this new application, I was told my account would be placed in administrative forbearance until XXXX or XXXX of XXXX to allow them to process this new application AND that no payments would be due, no new interest would accrue, and these months would count towards PSLF. Well, that wasn't the case because a week later, I was notified that I had a payment due for XX/XX/XXXX. I called again and was told that I have a payment due because I am not on an IDR and that my original application was denied. I explained that I was told that I would be put in administrative forbearance, but the individual I spoke to told me that my interest would accrue and my payment would be due and that the payment would not count towards PSLF because I was not on an IDR. See the problem here? MOHELA is completely incompetent at handling my and many others student loans. Finally, I was told that for my account, they can place a new administrative forbearance until XXXX while they review my new IDR application. Who knows if my interest will accrue or these months will count towards PSLF? Their system is very unclear with communication and what exactly will count as eligible payments, interest, and PSLF. I will be filing a complaint with the consumer financial protection bureau, and contacting my representatives and senators as well. This is an outrageous company to be dealing with and causing me undue stress as I attempt to get PSLF.
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| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My federal student loans were transferred to Mohela earlier in XXXX because I am on PSLF. I have been working toward PSLF for years and have been on IDR during that entire time. On or around XX/XX/, I submitted an application for the SAVE program in order to lower my monthly payments while remaining on a qualifying IDR plan. As of XX/XX/, Mohela still hasnt processed my SAVE Plan application, and despite several calls and requests for information refuses to give me any information about its status, when it will be resolved, etc. My administrative forbearance expired in XX/XX/XXXX and Mohela sent me a billing statement, despite not having processed my application for several months through no fault of my own. After 2 phone calls, Mohela agreed to extend my administrative forbearance through the end of XX/XX/. I was promised that the forbearance meant I would not have to pay the bill issued for XXXX. However, I got notice in early XXXX that my account was removed from the IDR plan I was on and now Im on a fixed payment plan that is beyond what I can afford. I called Mohela and they could not explain to me why I was removed from my existing IDR plan while my IDR/SAVE Plan adjustment was still being processed. I was told by Mohela it didnt matter because my IDR/SAVE application would eventually be processed ( but they had no time estimate or information about why its still pending ). Mohela said they could not put me back on my prior IDR plan, or why it changed in XXXX despite me submitting my IDR adjustment application in XXXX. Now, the XXXX payment date passed and, despite being told I would be in forbearance, my account now shows that I am past due on that payment. I called Mohela again and they have no information on my IDR application status beyond pending/processing. It is unclear if they can get the past due removed from my account. If my SAVE application is for some reason denied I wont be able to afford my payments and I will not be meeting the PSLF criteria because I was removed from my prior IDR plan. And if my SAVE application is still not processed in XXXX when my forbearance is up, I will be facing a bill I can not pay through no fault of my own and a month of payments that does not qualify toward my PSLF forgiveness.
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| 10/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I have an approved IDR application for my student loans as of XX/XX/XXXX when my income decreased. Payment prior to XX/XX/XXXX and the COVID Forbearance was {$370.00} at a higher income than the updated application. The approved application resulted in a {$0.00} payment due to the forbearance, but as I am not required to recertify until XX/XX/XXXX, this is still the validapplication for my PAYE repayment plan starting with the end of the COVID Forbearance XX/XX/XXXX. My billed amount is $ XXXX though MOHELA has confirmed they have the XX/XX/XXXX approved IDR application and pay stubs to prove income on file. They do not have any updated income informationto calculate a payment that would result in almost double what it was prior to the COVID Forbearance.
I have asked countless times for what information they are using to calculate my loan payment and was told over and over that they do not have that information.According to the Department of Education, they should be calculating my payment using the approved IDR application, and since it is an income-based repayment, there is a specific formula for PAYEto do so. Every loan servicer I have had in the last10 years has been able to provide this informationto me upon request. I have spent almost 6 hours on the phone with them and have spoken to multiple people to get this resolved. I just want my bill calculated correctly. They kept asking me to apply for differentrepayment plans, which I do not want.Finally a supervisor confirmed on XX/XX/XXXX that they have the approved application and income amount from XX/XX/XXXX and said they submitteda request to recalculate my payment amount using the approved XXXX XXXX request. I have not heard from them and the incorrectly billed amount is due today. I just paid the amount since I do not want any negative repercussions to my loanforgiveness plan or credit from not paying. I want my payment to be calculated correctly, and for any amount I've paid that is over the correct fee to be refunded. In addition, I did not receive a billing statement until XX/XX/XXXX, for a due date of XX/XX/XXXX, which goes against the federal requirement to send at least 21 days prior to the bill due date. The statement is backdated to XX/XX/XXXX, which is incorrect.
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| 09/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XXXX and Mohela continue to send me in circles and repeatedly send my complaints back and forth to each other without actually resolving the issue.
As of XX/XX/XXXX, I received confirmation that all of my employment had been approved for PSLF from XXXX. I was told to " just be patient and wait '' for the payment count to be updated. XX/XX/XXXX, the payment count went up to XXXX, however, was still missing payments from XXXX XXXX. XX/XX/XXXX contacted XXXX and was told the complaint was escalated. I received no communication, so I followed up on XX/XX/XXXX with no resolution. XX/XX/XXXX called XXXX Ombudsman and was told complaint was sent to Mohela. XX/XX/XXXX phone call with Mohela told me that my payment updates would be made in XXXX business days. XX/XX/XXXX Mohela informed me that I was not in repayment until XX/XX/XXXX ( which is untrue ). They advised I contact XXXX. XX/XX/XXXX phone call with XXXX Ombudsman, I was told that they " can see I was in repayment starting in XXXX '' and they did not know why Mohela told me otherwise. My complaint with them was still under review. XX/XX/XXXX I submitted documentation from XXXX ( previous loan servicer ) showing proof of payment on loans from XXXX. This was submitted to both Mohela and XXXX. XXXXphone call with Mohela, where they stated they were in the process of updating my payment count. Was redirected back to XXXX. XXXX call with XXXX and told to resubmit another request for reconsideration ( I did so ). XXXXsubmitted another complaint, but XX/XX/XXXX it was closed without any communication. Was advised to open a new complaint -- did so on XX/XX/XXXX. On XX/XX/XXXX received email confirming receipt of complaint, stating that I would receive an update in XXXX calendar days. Reached out on XX/XX/XXXX because I had not received update. I was told that it was still open, but they were unable to provide updates or a timeframe. Sent another request for update on XX/XX/XXXX. XX/XX/XXXX received email from Dept. Consumer & Business Services ( and I had reached out to att gen for help with case ). They informed me that Mohela stated I was not in repayment until XX/XX/XXXX ( despite having documentation otherwise ), and they have referred the case back ( yet again ) to XXXX XXXX XXXX
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| 10/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I started working for XXXX XXXX in XX/XX/XXXX. I tried to submit XXXX paperwork in XXXX to get my payment counts started, but learned my loans were not the correct type and a consolidation was necessary. This was completed in XX/XX/XXXX when my ffel loans were consolidated into direct loans. Fast-forward to XX/XX/XXXX and the temporary inclusion of ffel payments XXXX. I waited until XXXX XXXX ( apologies, I don't have the exact date written down ) before I called my servicer at the time, XXXX, to inquire why my account hadn't been closed out under the new terms. I was told that the department of Ed had not sent them payment information on prior loans so they couldn't do anything. I nosed around online and found payment information on my ffel loans and included screenshots ( not the best documentation, I know ) along with a fresh pslf form, hoping that would prod them into reviewing the account when it came up for review. This form was never processed and my account was transferred to MOHELA in XXXX ( at least XXXX additional calls had been made to FedLoan seeking status of the DOE XXXX, which I'm told was received, but there was no way to give me an estimate on when my specific data would be reviewed ). We are now 12 months later with an account that has had ZERO action by the servicers, that has a documented qualifying period between XX/XX/XXXX and XX/XX/XXXX. Given the existing qualifying range, this balance should be forgiven without any further paperwork required. I have included screenshots of my XXXX payments made on the ffel loans ( serviced by XXXX ) XXXX as well as screenshots from MOHELA records XXXX the beginning and end of the qualifying payments already recorded. All calls with MOHELA have had wait times in excess of 2 hours with no progress or concrete information available.
I am not, and have not asked for much -- just a confirmation my ffel payments are on record and that the loan is scheduled for forgiveness before we enter another tax year. It blows my mind hearing people that had to consolidate their loans and submit pslf forms for the first time being forgiven and I can't get an account simply reviewed and forgiven off historical records.
Any assistance in getting this done in XXXX would be much appreciated!
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| 04/28/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I may be posting this feedback in the wrong place, but I did n't know where else to go. This complaint is about MOHELA, n ot XXXX . A couple of years ago I reached out to Mohela for clarity on how my payments were being applied. I was confidently told the way my payments were being applied was correct and nothing else could be done. I was payi ng ( a small amount ) over my bill and wanted the additional money applied to my principle. I was told my accrued interest had to be satisfied before I could make additional payments to the principle. Fair enough, however every month the additional money I sent was applied to future payments. The way I understood it, all of the additional money should have gone to my interest, or per my request, my principle. The whole thing was so confusing I did n't pursue it further.
Fast-forward to present, I 've apparently paid off my accrued interest and now -- because of the additional money I pay every month -- I 'm 4 months ahead on my payments. I just called to again ask that any $ over the monthly bill is applied to my principle. Mysteriously the first call was disconnected. The 2nd time I called the man tried to tell me it was ok. All the money was going to my account, it was just being applied in the future AND the principle. Fortunately I 've become a little more persistent over the years so I again explained that I did n't want the additional monthly $ applied to future payments, I want it all applied to my principle the month I send it, and I want a full bill every month, not a smaller bill every month because my overage is being applied to the future. The man ( XXXX ) told me he had to put me on hold. I was on hold for less than a minute at which point he came back and said I 'd have to send a letter ( either through the mail or their site ) stating that I want to " permanently remove paid ahead status ''. He told me if I did n't explicitly say " permanently '', my account would eventually default to applying the additional money to the future. So all in all I think my issue is resolved but I 'm very frustrated that I did n't get helpful information the first time I called a few years ago. I have t o imagine I ' m literally paying for the bad/lack of information.
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| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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In XX/XX/2023 I applied for an IDR, was approved, & received confirmation. However, rather than placing me in the IDR they instead put me in standard repayment without my knowledge or consent. When the new SAVE IDR became available, I applied for it through the .gov website. MOHELA rejected my application for SAVE IDR from the .gov website immediately, CLAIMING that they didn't receive any of the supporting information. They already had this on file from XXXX & there's no way it wasn't a system error on their end importing information from the .gov site. Meanwhile, their hold times to phone into MOHELA to gain clarification are so hideously long that I literally am forced to TAKE AN ENTIRE DAY OFF WORK in order to communicate with my " loan servicer ''. I have logged nearly 4 hours on the phone with MOHELA in the month of XXXX alone trying to get through to them and trying to find a resolution to this issue. The calls frequently drop or disconnect, their agents are rarely able to assist, and often create more problems than they solve due to incompetence! When I finally got through, they made me re-apply for the SAVE IDR. It has been a full month since, & in the meantime, they have placed me into FOREBEARANCE status. I am in PSLF & am concerned this FORBEARANCE status will have a very negative effect on me. I once again had to take a day off work to call MOHELA. I am still in FORBEARANCE & my SAVE IDR still hasn't been approved. Upon sitting on hold for many hours, I was finally informed of the error with being put into standard repayment despite having approved me for PAYE IDR in XXXX, & that if they removed FORBEARANCE while waiting for SAVE IDR application to process, I would be billed an insane amount. After speaking to the resolutions team, who offered a myriad of unhelpful and ill-informed resolutions without even taking the time to read the notes on my account, they entered an IDR application again, WITHOUT MY CONSENT, which I have no idea how will confound and prolong my situation. I repeat - your resolutions team representative filed an IDR application WITHOUT MY CONSENT. MOHELA 's incompetence and poor customer service can only be considered volitional at this point. They are ethically obligated to correct this.
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| 06/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted my Public Service Loan Forgiveness application to MOHELA on XX/XX/XXXX. I waited patiently for the company to acknowledge receipt of my application, verify my ECFs, and transfer my loan from XXXX XXXX to MOHELA. I have never received communication from MOHELA directly notifying me of the status of my loan. MOHELA verified and accepted all of my ECFs on XX/XX/XXXX.
On XX/XX/XXXX, XXXX XXXX notified me by email that the XXXX XXXX XXXX had approved transfer of my loan to XXXX, since XXXX XXXX was ceasing operations. I immediately called MOHELA and XXXX XXXX to check if I needed to do anything. Both groups let me know that I was still in the XXXX day period for MOHELA to transfer my loans to them and that all I should do is wait patiently. My loans transferred from XXXX XXXX to XXXX on XX/XX/XXXX.
Once I was in the XXXX day period from my ECFs being accepted, I began to reach out to MOHELA. Representatives from MOHELA told me that they had sent a request to the XXXX XXXX XXXX to have my loans moved to MOHELA. On XX/XX/XXXX, I reached out to the XXXX XXXX XXXX to try to get more information. The Department of Education told me they had no information on my loans- other than that they were currently held by XXXX. They had no information/documentation of a transfer request. The XXXX XXXX XXXX told me to reach out to XXXX. I followed up with XXXX who told me they had no record of a request to move my loan from XXXX to MOHELA. On XX/XX/XXXX, I was advised to file a complaint on studentaid.gov and to reach out to MOHELA. I filed my complaint on XX/XX/XXXX. When I followed up with MOHELA I was told that they would put in a manual transfer request to move my loan from XXXX to MOHELA.
On XX/XX/XXXX, XXXX followed up on my studentaid.gov complaint and informed me again that there was no documentation of a request for my loan to transfer from XXXX to MOHELA. I immediately called MOHELA on XX/XX/XXXX to insist on documentation of my transfer request. I was then informed that it will take an additional XXXX days once the request actually clears to get my information into MOHELA 's system.
I am far beyond any reasonable timeline for processing my student loans and have no recourse or support to get things processed.
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| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
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Web |
Servicemember |
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I have had nothing but trouble since having MOHELA as my loan servicer. I applied for PSLF in XX/XX/XXXX. My employer was never certified, and to this day no payment counts have been updated. I attempted to discuss these issues many times with MOHELA and was always given the same response to " just be patient and not worry. '' Well, a year later nothing has been updated and nothing has changed. I have since left my employment with XXXX XXXX to care for my children, however, I should have a year 's worth of service calculated. I do not. MOHELA failed to correct these problems, gave poor advice, and did not care that I was trying to find a way to pay off my student loans.
My current student loan balance is exceptional. It is {$380000.00}. I am enrolled in an income-driven repayment plan which makes my payments {$0.00} due to family size. Clearly, I am never going to pay this loan off in my lifetime, however, I am unable to file bankruptcy or find another way to lessen the burden. The loan will haunt me forever. I have worked so incredibly hard to rebuild my life from a very low place 10 years ago, and I continue to hit brick walls set up by the system. There is no relief, there is no future. I have XXXX children. I have thought about ending my life many times simply to be free from this debt, but my children keep me alive, and I am blessed that they are in my life.
The income driven repayment plan is helpful, making the payment {$0.00} a month. Even with current credit, however, I can not get a loan because of the amount of debt I carry. It is a pointless consolation for people in my situation.
This brings me to the most recent error on MOHELA 's part. My statement on XX/XX/XXXX had my payment amount at {$0.00}. The statement on XX/XX/XXXX has my payment listed as {$4200.00}. I have read other people saying they had been approved for a {$0.00} repayment amount and got a bill for {$300.00}. Try getting one for over {$4000.00}. It is insulting, it is unethical, and I am tired of trying to get answers from this loan servicer. I am tired of fighting a losing battle against an opponent so large it can not lose. I simply want to be free from my debt and no longer have to endure the anguish of trying to make this right.
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| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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Utilizing a proactive approach, I am presenting my issue with my loan servicer MOHELA before I am falsely placed in a late payment or default situation.
With the resumption of student loan payments in XX/XX/XXXX, I was initially with XXXX before being transferred to MOHELA towards the end of XXXX.
Due to a late transfer, my first XXXX payment was due XX/XX/XXXX. At the end of XXXX, I paid in full my student loan payment of {$350.00}.
After payment, and after the XX/XX/XXXX payment due was posted. I began making intermittent payments towards my XX/XX/XXXX payment. On XX/XX/XXXX, my balance due was {$160.00} for XX/XX/XXXX. On XX/XX/XXXX, I submitted payment of {$160.00} to pay my XX/XX/XXXX balance in full.
After completing this payment in advance, a new balance of {$130.00} appeared on my account, due XX/XX/XXXX. Confused, I submitted a payment on XX/XX/XXXX for the balance of {$130.00}. After this payment posted to my account, my balance remained {$130.00} and indicated it was due XX/XX/XXXX.
On XX/XX/XXXX, I called and sent a message to MOHELA. I spoke with a customer service representative. Initially, the customer representative told me the balance was because I was behind in payments. This quickly changed when I informed her that I did not start repayment until XX/XX/XXXX due to transfer from XXXX. As a result, she acknowledged the error on MOHELAs end and indicated this would be rectified on my account.
It is XX/XX/XXXX, I still have a balance of {$130.00} due on XX/XX/XXXX. I sent a message to MOHELA again with no response.
The issue, I have paid above and beyond my required payment for XX/XX/XXXX, and it does not appear that MOHELA is going to fix this issue as verbalized to me on XX/XX/XXXX.
I am being proactive, as I do not want to be falsely accused of making late payments or defaulting on a student loan. I do not intend to make an additional {$130.00} payment for XX/XX/XXXX, as I did this on XX/XX/XXXX.
I am hoping that you can be of assist, as I will continue up the chain until this is rectified. I submitted a complaint to Federal Student Aid ( gov ), however I am still waiting for their XXXX day response time from an XXXX complaint. As a result, I dont expect a response from them.
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| 04/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have XXXX loans, a subsidized and an unsubsidized loan, that are serviced through Mohela. The balances of the loans are {$94000.00} and {$160000.00} respectively, with the subsidized loan having originated on XX/XX/XXXX. Previously, my loans were serviced by XXXX, but I was transferred to Mohela in XX/XX/XXXX.
In XX/XX/XXXX, I submitted an XXXX for processing, which was completed in XX/XX/XXXX, resulting in a payment count of XXXX for both loans. However, in XX/XX/XXXX, I noticed that my counts had increased to XXXX and XXXX. To rectify the discrepancy, I immediately submitted an updated XXXX and contacted Mohela. The Mohela representative explained that the difference in counts was normal and would correct itself when the XXXX was processed. In XX/XX/XXXX, I realized my previous XXXX was incomplete and uploaded a full version.
On XX/XX/XXXX, Mohela notified me that my counts had updated to XXXX and XXXX with the new XXXX. I contacted Mohela again to inquire about how to reconcile the counts as I was to that although they were being tracked separately, it was XXXX loan. The representative put me on hold and asked a supervisor, who requested an adjustment that would take two weeks to process.
When I called again on XX/XX/XXXX to find out why there had been no change, the agent I spoke with a supervisor who said they could see the difference in the counts and would request a manual review, which would take an additional 30 days. During the call, it was apparent that the manual request had not been put in previously.
During the call, I also inquired about the requirement to be employed by a nonprofit employer when discharged. I had previously explained that I might leave my employer and not work for a qualifying employer. The representative initially informed me that it was acceptable, given the XXXX waiver. Based on this information, I gave notice to my employer. However, during the call, I was informed that this was not the case, and I would not receive forgiveness if I were not still employed at discharge, regardless of reaching the threshold.
I am now very confused and concerned because I made a decision about my employment based on incorrect information that I received. I need this addressed asap.
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| 01/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MOHELA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX It whom it may concern, I agree to pay the following financial obligation regarding account number XXXX and which I might lawfully owe on XXXX condition : Within 15 days of the date of this Conditional Acceptance sent certified mail receipt requested you deliver to me the following : Provide validation of the debt, that is, production of account and the general ledger statement.
Verification of your claim against XXXX XXXX XXXX XXXX, that is, a signed Invoice.
A copy of the Contract binding both MOHELA AND XXXX XXXX XXXX XXXX and send that letter by recorded delivery so that there is an independent witness to it having been delivered. '' A statement admitting whether you are the holder in due course or whether you are a servicer.
A statement admitting whether you have sold my note in a pooling and servicing agreement. This is also known as securitization.
The identity of the true holder in due course for my loan. If the loan has been securitized, the name of the XXXX my loan was sold to.
The XXXX number under which my loan was securitized to.
Make available for visual inspection my original wet ink promissory note ( not a photocopy ).
Please provide the above and If you are unable to provide this proof as I have requested within 30 days, then you admit to not being a party of interest and can not rightfully enforce your eviction claim under U.C.C. - ARTICLE 3 3-301.
Under US Code TITLE 15 > CHAPTER 41 > SUBCHAPTER V > 1692g part b ), this debt is now officially in dispute. By law, all collection activities must cease until this matter is resolved. You are hereby given notice. Blatant disregard for this law is subject to fines by the FTC. You are advised to consult legal counsel on this matter.
In the event that this debt is not validated by you, as required by the Fair Debt Collections Practices Act, you have a legal responsibility to terminate the claim and correct any negative credit reporting which may have been made in connection with this alleged debt.
Thank you, XXXX XXXX : XXXX XXXX XXXX [ Agent/Beneficiary ] Without Prejudice, All Natural Inalienable Rights Reserved
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| 07/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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On XXXX XX/XX/2023, my federal student loans were discharged through the PSLF program. I was promised on that day that within XXXX to XXXX days I would receive my final discharge letter. I am being required to show that letter for purposes that are really none of the business of MOHELA, my servicer. However, many of us who were discharged on that day have yet to receive that letter. I have filed numerous complaints through customer service at MOHELA.
Prior to my leaving the country for a work trip, where I am still, away to this day, MOHELA called me, and promised me that that letter was on its way, being generated, and would be in my electronic inbox within XXXX to XXXX days. That was in early XXXX. It is still not here, and every time that I write them, if I get any sort of response at all, which is about XXXX out of every XXXX letters, I get a canned bot type of response rather than a real human being actually understanding my question. My credit report is clear, and everything is showing that my loans have been discharged and paid in full. However, until I received this final letter from them, I am not cleared from the final place that I need to be on my end. This is a form letter that MOHELA generates, and I don't understand why they can not simply placed that letter in my inbox. I do not receive snail mail from them, as I have pointed out to them multiple times, since I am out of the country. It cost me every time I have to contact them while I am out of the country. And today I received another written response from them, after waiting about XXXX weeks to get any sort of response from my last XXXX emails, and this XXXX said that somebody would try to call me. I do not even have cell phone service while I am out of the country, some thing I have told them at least XXXX times. This is entirely unacceptable. The only thing I want is that letter sent to my inbox as I was promised, around XXXX XXXX via phone call with a MOHELA agent. I will be escalating this complaint, even further, if you are unable to help me. The customer service of this federal contractor is entirely unacceptable, and, although I am only able to speak for myself. In this complaint, I assure you that I am not the only XXXX speaking.
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| 08/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XXXX after graduating college, I am the process of consolidating my loans totaling approx {$160000.00} for the PSFL. At that time Fedloan guided me in the process. I also had a small parent loan approx {$1800.00}. Fedloan advices me to roll it in with the rest and assured me that it would not impact my ability to qualify for any IDR repayment plan not impact my public service loan forgiveness goal in any way. I specifically asked them and they assured me I would qualify for the repay pay as you earn IDR plan. I was placed on that plan for 1 year at which time they contacted me stating they made a mistake and I now only qualified for the ICR plan at 20 % off my income because I included a small XXXX XXXX in my consolidation. I made attempts to fix the situation and was told there was nothing I could do. I have talked to them, XXXX and the federal student aid office with no avail. Today I talked to someone at the federal student aid office who told me their understanding was that once a parent loan is consolidated it is no longer a parent loan and qualifies for all repayment plans. She stated she has been guiding people in this process for years and had no idea this was happening instead. I have filled multiple complaints and basically told too bad. I was lied to and misguided in the beginning and would absolutely never have added that small loan to my consolidation of I had known the effects. It has destroyed my life, caused severe XXXX and XXXX and XXXX, financial stress and feeling hopeless as I will never be able to pay the loan off and the financial hardship is devastating due to their mistake and misleading information. I filed a complaint in XX/XX/XXXX and XX/XX/XXXX to the federal student aid center and was told that Fedloan did not put me on the repeat program and that I had been in the ICR the entire time which is not accurate. I know for a fact what repayment plan I was on and even they informed me of their error my payment amount tripled and my income has not changed. Im not sure what FedLoan did to make. It look like I hadnt ever been on that program but I was and I have a witness who was sitting there with me doing all of this. Please help me. This is my last resort before I file a lawsuit.
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| 05/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am under a Public Service Student Loan Forgiveness program with MOHELA. As of last week I have 99 qualifying payments with my current employer, XXXX XXXX. On XX/XX/2023 I submitted IRS W2 Wage and Tax Transcripts for years XXXX proving 24 months of previous qualifying employment. As my former employer is no longer in business, I sent MOHELA W2 documentation from the IRS, but MOHELA is not counting the W2 transcript towards my loan forgiveness. The two years provided would have me above the 120 payments required for forgiveness.
I have multiple correspondences via message on their site and phone calls. I attempted to ask why they would not accept the IRS documentation multiple times ( most recently XXXX and XXXX ) and received this response : " We apologize for any inconvenience. If youre unable to obtain a signature from an employer for your XXXX XXXX XXXX XXXX ( XXXX ) application, you must check mark the box on the bottom of page XXXX that indicates that you can not obtain verification. Once that box is checked, your employer will not need to fill out section 4 on page 2 of the application. However, in place of the signatures in section 4, you must submit both W-2s and paystubs along with the PSLF application. '' " If youre unable to provide both W-2s and paystubs, we can accept either the W-2 form ( s ) for each calendar year or paystubs/deposit records for each month of employment. Please note the IRS Form 1040 or tax transcripts that dont include W-2 information are not acceptable proofs of employment. '' " If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday 7 a.m. to 8 p.m., Tuesday and Wednesday 7 a.m. to 7 p.m., Thursday and Friday 7 a.m. to 5 p.m. CT. '' Thank you, MOHELA '' It has been 6 days since I pointed out that the form I sent has the W2 information on it ( not a 1040 ) directly from the IRS and I have no response from them. I am currently awaiting more transcripts from the IRS for my previous employer for the years XXXX.
I fully respect and appreciate the PSLF program, but I feel it is unnecessary to be punished to pay more just because my previous employer doesn't exist and can't sign off on my employment. Thank you for your consideration.
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| 03/20/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
Servicemember |
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I have been victimized by identity theft.I reviewed a copy of my credit report and ( XXXX ) ran an unauthorized credit inquiry on me on, XXXX.
I never authorized such action and this constitutes a violation of my rights under the Fair Credit Reporting Act 604 as well as a violation of my rights to privacy. Please contact ( XXXX ) and investigate such occurrence I am requesting an updated copy of my credit report, which should be sent to the address listed below. According to the provisions of 612 [ 15 USC 1681j ], there should be no charge for this report. In addition, as part of your investigation, please send the names, business address and phone numbers of those who made unauthorized credit inquiries so I may contact them directly. I sent them a copy of the Police report from the XXXX XXXX XXXX in conjunction with my CFPB Report my dispute letter and lastly my Identity theft report with the Federal Trade Commission Certified mail on XXXX TRACKING # XXXX Due to the incompetence of XXXX the unauthorized inquiry is still reporting. XXXX and XXXX have both deleted the unauthorized inquiry but for some reason XXXX refuses to adhere to the Fair Credit Reporting Act.In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
MOHELA : # XXXX # XXXX XXXX XXXX XXXX # ACCT # XXXX, Loan Sequences : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account name : XXXX has violated my rights.
15 U.S.C 1681 section 602 A. States I have the right to privacy.
15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.
15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My monthly student loan repayments resumed on XX/XX/2023 and were paid on that date via autopay.
On XX/XX/2023, I made an additional payment toward my student loan ( loan sequence XXXX, as Mohela calls it ) in the amount of {$77.00}. {$31.00} was applied to interest accrued on the loan and the remaining {$45.00} was applied to the principal balance.
Upon discovering this, I contacted Mohela to have the total additional payment redirected to go entirely toward the principal balance, NOT to have it split between principal and interest. I was instructed by the Mohela representative to upload a written instruction on the Mohela website instructing them to have the payment applied to the principal balance of loan sequence XXXX. She stated the payment would then be reapplied correctly to the principal balance.
I filed this written instruction on the website on XX/XX/2023.
On XX/XX/2023, I also made another additional payment in the amount of {$200.00} toward loan sequence XXXX. {$6.00} was applied to interest that had accrued, and the remaining {$190.00} was applied to the principal balance. On that date, I also included a written instruction to have the entirety of this additional payment to go toward only the principal balance of loan sequence 4, NOT toward any interest.
Again, these two additional payments were in excess of my scheduled monthly payment amount.
On XX/XX/2023, I called Mohela to follow up on the reapplication of the money to the principal. I was informed that my written instruction was " cancelled ''. I never received any correspondence from Mohela to let me know that it was cancelled. The representative then told me that all payments had to go toward paying the interest on a loan first and then any left over money would then be applied to the principal balance.
This is in direct conflict with what the original representative had told me XXXX weeks prior. Again, this is not my monthly payment. I understand that the monthly payment must go toward interest first, and then principal. These are additional payments. This practice substantially prevents people from being able to pay off their loan early or even trying to get ahead. I believe it is unlawful and being done in bad faith.
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| 10/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela had no record of my prior IDR payment amount despite the fact that it should have ported over from XXXX, despite the guidance from the XXXX XXXX and DOE. I was told to reapply to get an IDR payment amount. I did so and Mohela apparently cant seem to calculate my correct payment amount. As a former teacher with a new baby, this stress in entering repayment has been hard to bear.
I applied to the save repayment plan with my financial information as well as my spouses. The Mohela application correctly calculated my payment amount as allocated between my spouse and my loans ( Est. {$60.00} of a total of est. {$360.00} ) ; however, the amount actually applied to my account as I entered repayment was the full amount both my spouse and i are required to pay rather ( est. {$360.00} ) than the allocated payment amount based on my relative loan percentage ( est. {$60.00} ). My spouse has roughly XXXX in loans while I have a mere XXXX in loans, so this payment distribution makes no sense.
Initially I was put into admin forbearance in XXXX for this calculation, presumably, but when I was put on repayment for XXXX, the amounts were erroneous as described above.
I'm troubled that this miscalculation occurred as I provided accurate financial information through the servicer 's repayment verification process. I did not receive a copy of the information entered, and instead only received billing information with the incorrect amounts.
I have contacted mohela several times and asked for a review of my account and a temporary placement into administrative forbearance while they review and preferably rectify their payment calculation issue, but i have received no reply despite these inquiries. This is despite their claim that they will respond within 3-10 business days.
I would be fine paying my loans at the correct amount but my spouse and I will not essentially double pay for the servicers miscalculation.
as Mohela has been unresponsive and i have little desire to wait on hold lines for hours to be told incorrect information ( as my spouse has experienced several times ), i'm hoping this complaint process can spur correction. i'm happy to provide whatever information is needed. thank you for your time.
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| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX and my enrollment status reflects this on the XXXX XXXX XXXX website. On Mohela 's website it says that I am in repayment ( now forbearance since XX/XX/XXXX ). I have contacted Mohela multiple times ( documentation attached ) to update my status to " in XXXX XXXX ''. When I email, I receive an automated message saying that they will respond to my message in XXXX days. I never get a response. I have called 5 times now and when I talk to someone, they tell me that they have put in a request for my account to be updated. They see that XXXX XXXX XXXX XXXX and that I have submitted the correct documentation. The reps are just as puzzled as I am as to why my account is still in repayment, but they are not allowed to make this change they have said. My enrollment documentation from my school was submitted on XX/XX/XXXX, but now when I check in Mohela 's website on the " documents I have submitted '' section, it is nowhere to be found, when it was there before. I have been calling and messaging since XX/XX/XXXX. My account still reflects that I am in repayment and I keep receiving bills in the mail. When I spoke to the last person on XX/XX/XXXX she said that whoever put in the request to change my status the first time in XXXX " did it wrong ''. I asked to speak to a supervisor, she let me know that I was not allowed to. The customer service reps are able to offer me forbearance and put me on forbearance, but they are unable to change my status from " repayment '' to " in school deferment '' when this is my status on the XXXX XXXX XXXX website. Their hands are tied. Makes no sense. The rep I talked to on XX/XX/XXXX said that my request submitted in XXXX was not even viewed yet by whoever needs to make this change. I need this to be updated. I need someone to actually fix this and not keep passing it on to another group who isn't doing what needs to be done. I initially filed a complaint against Mohela on XX/XX/XXXX but my case was closed. I am going to continue filing complaints against Mohela to CFPB, my XXXX XXXX and XXXX until this is taken care of. I have attached screen shots of their automated messages and lack of response. Please, can someone get this issue resolved?
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| 02/03/2021 |
Yes |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Problem lowering your monthly payments
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Web |
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I was falsely under the impression that this loan was under a deferment or forbearance like other student loans during this international crisis. Apparently, this did not apply to my private student loan.
This company, Mohela, has put me in financial dire straights before, forced me into bankruptcy, and caused immense amounts of stress on my family due to their horrible communication practices and unwillingness to assist in any way.
In XXXX, I filed for bankruptcy under pressure from a defaulted student loanwith Mohela. This student loan had fallen into bad standing as I had called Mohela to file for an economic forbearance option and was not informed I had only placed this option on the federal student loan held by Mohela, not the private student loans they also serviced.
I came out of bankruptcy in XXXX, expecting to have accounts reset and be able to start with a fresh slate, and Mohela had not done any of these things as my other accounts with other creditors had. My forbearances were never reset, I was out of any available options when financial hardships arose, as they had already exhausted these options prior to and during the bankruptcy.
When the bankruptcy period was over, and payments resumed for this loan, they were entirely too high for my family to afford. We contacted Mohela to put a payment adjustment in place, and they do for a time, but it expires, and each time, we file for a new modification. They want more and more information, and they do not contact us to tell us it's missing. You must log in to the website to find details.
This year, as stated before, I erroneously thought this company would be giving us relief due to the pandemic, and instead, what they did could only be considered postal harassment. We tried to apply for a payment deferment in XXXX, a payment modification, anything to help get us through, and they denied us for missing income verification.
Now we are receiving letters telling me I have defaulted on this loan, and to contact the legal department, during a global pandemic, during an unprecedented time, and during a time when student loans were supposed to be offering relief.
I am feeling backed into a corner here. They offer no options to help.
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| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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My ex-husband and I have a consolidated spousal loan ( we understand that once the federal government updates the application process we will be able to uncosolidate the loans ).
Federal Student Loans had me as primary on the loan ( the entire spousal loan was showing under my federal student loan account, and showing XXXX under my ex account ) My ex-husband qualifies for PSLF Prior to Mohela taking over PSLF my ex husband applied for the TSPLF forgiveness and federal student aid kept telling him he doesn't have any student loans and therefore does not qualify ( I was primary at that time so despite us explaining that to them and asking how to fix it, they just said sorry you don't qualify and would discontinue the conversation ) Mohela is our servicer on the loans, and they told us to wait until they took over and to reapply since they can see our joint loans. We did that, and the loans were updated as making the XXXX payments and qualifying for forgiveness.
During the process of applying for PSLF federal student loans then switch my ex husband to the primary, and my federal student aid account dropped to XXXX and I no longer have access to the account.
Mohela however has me as primary on the joint consolidated account serviced by them. Therefore, I think every time they send over the request for discharge Federal Student Aid looks up the discharge under my social and sees a XXXX on my account.
We have spent countless hours with Mohela trying to explain that my ex social needs to be on request, and we either get someone that doesn't understand, or tells us to wait. We have had a number of individuals tell us they would fix this and then resend the request to federal student aid.
Despite the numerous attempts to get this discharged, we are still showing a full loan balance and no discharge.
Any assistance would be appreciated as we have spent so many hours with Mohela, and Federal student aid will only talk to my ex ( despite me being jointly liable on the debt as a whole ) This has been going on well before XX/XX/, but I attached the status from Mohela. I have no idea why they have multiple applications, but they keep sending us the same form below and nothing is happening.
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| 03/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for a Parent Plus Federal loan in the amount of {$17000.00}, and then cancelled it with my son 's college in XXXX XXXX within an approved timeline. I didn't need it and paid tuition with my own funds instead. On XX/XX/XXXXXXXX XXXX the college ( the XXXX ) sent me the confirmation with all the supporting documentation as proof of the Parent Plus loan cancellation. The loan was never disbursed and was promptly returned by the XXXX. On my Mohela account, the loan didn't show as canceled and continued to display a full amount of {$17000.00}. I've made a call to Mohela on XXXX XXXX XXXX at XXXX and spoke with XXXX of their reps. They told me they weren't able to see the cancellation and that I had to talk to the XXXX as they were the ones that had to cancel. I explained that I've been in contact with the XXXX and that they had sent me proof of the cancellation in XXXX and that Mohela had to process it. The rep said that they have had some delays but if the cancellation had been done, they'd process it before XX/XX/XXXX. By XX/XX/XXXX, my loan was till showing on Mohela. On XX/XX/XXXX, I uploaded all the supporting paperwork I received from the XXXX on Mohela 's website. To this day, it's still in the processing stage. I was also in an ongoing communication with the XXXX and received multiple documents and emails from them showing proof of the loan return. They also said that it appears that the loan cancellation had been stuck at the servicer 's level- Mohela 's - and that the ticket was created to speed up the case and it should all be resolved by the end of XXXX. On XX/XX/XXXX, Mohela sent me a message to my account mailbox with the repayment plan on this loan. My canceled loan is now in forbearance until XX/XX/XXXX. The repayment plan was generated on an undisbursed returned loan. I called Mohela again on XX/XX/XXXX twice and was put on hold. After an hour and a half of waiting time, no one answered the call. I emailed Mohela on XX/XX/XXXX, but have not received a response. There has been no resolution and/or any communication from Mohela since XX/XX/XXXX up to this day, XX/XX/XXXX. It has been 5 months. All the paperwork and communication screenshots are attached below.
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| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I submitted a SAVE application on XX/XX/23. As of today, XX/XX/23, it still has not been processed. In this time, they have placed me on two different types of forbearance, but did not do so for about seven weeks, although they were supposed to place me on an administrative forbearance as soon as they received my SAVE application. My current forbearance is set to end in XX/XX/23, and my payment amount has not been lowered as they have not processed my SAVE application.
I have sent them three secure messages through their messaging portal. The first was sent on XX/XX/23 and asked why I had not yet been placed on an administrative forbearance. I received a " we'll be responding to your message as quickly as possible '' message on XX/XX/23. On XX/XX/23, I received a message telling me that I had been placed on a forbearance, which I was already aware of. In fact, by this time I had been placed on both an ecological disaster forbearance AND an administrative forbearance.
My second message was sent on XX/XX/23. This was after I had been placed on an ecological disaster forbearance, which was set to expire in mid-November. I asked why I had not been placed on an administrative forbearance. I still have not received an answer to this question, though I have since been placed on an administrative forbearance ( though that is set to expire on XX/XX/23, which as of this complaint is in 19 days ).
My last message was sent on XX/XX/23, and asked why my SAVE application had not been processed. I have not received a response.
Throughout this time, my due date and interest amount kept changing. Until the last week, my loan was still accruing interest, even though it should not been. ( They did wipe the accrued interest. ) I have attempted to call MOHELA, but unsurprisingly, I have been unable to get to a representative. I work full time, and I can not just sit on hold for the eight hours it would likely take to get someone on the line.
I just want my SAVE application to be processed so that I can start planning for my student loan repayment. The federal student loan website says that it typically takes 30 days to process a SAVE application, and as of today it's been about 72 days.
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| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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Formal Complaint Regarding Unethical Conduct by XXXX XXXX Resulting in Loss of Credits and Accumulation of Student Loan Debt Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against XXXX XXXX, pertaining to a distressing and unethical situation regarding my student loans and academic credits. The incident took place during my enrollment at XXXX XXXX, and the subsequent ramifications have left me in a highly unfavorable financial and academic predicament.
I attended XXXX XXXX and relied on student loans to finance my education. Regrettably, all the funds disbursed through these loans were utilized by the university, and when I transferred to a new institution, I was not granted the academic credits I deserved for the time I spent at XXXX XXXX. Despite completing coursework that should have amounted to 30 credits, I received zero credits from XXXX XXXX.
This unethical conduct on the part of XXXX XXXX has had far-reaching consequences on my academic progress and financial well-being. I am burdened with a significant amount of student loan debt, yet I have nothing to show for it in terms of academic credits or a meaningful education from the institution.
I am seeking your assistance in addressing this issue and requesting a thorough investigation into the conduct of XXXX XXXX. I urge the Consumer Financial Protection Bureau to : Investigate the financial practices of XXXX XXXX and the misappropriation of the student loan funds meant for educational expenses.
Investigate the unjust denial of academic credits earned during my enrollment at XXXX XXXX.
Advocate for appropriate compensation, credit transfer, or debt relief that aligns with the academic credits I rightfully earned.
I have attached all relevant documents, including loan disbursement records, academic transcripts, and any communication with XXXX XXXX that may assist in your investigation.
I kindly request that you keep me informed of the progress of this investigation and the steps being taken to rectify this situation. Your prompt attention to this matter is greatly appreciated.
Thank you for your assistance in resolving this distressing issue.
Sincerely, XXXX XXXX
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| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I've been enrolled in the Public Service Loan Forgiveness program for years, approved initially when XXXX serviced my loans and recently MOHELA. In XX/XX/XXXX, Mohela sent me documentation stating that I had seven payments left to get PSLF, including my job history until XXXX. I submitted paystubs and my XXXX XXXX to confirm that I still have the same employer. I have plenty of documentation indicating my enrollment in the PSLF program for the required ten years of payments under the limit waiver. On XX/XX/XXXX, I received an email from studentaid.gov saying that my current nonprofit job of seven years is not eligible for the PSLF. The email had a link that stated what next steps I could take, but the link sent me to a blank page on the Federal Student Aid website.
Then, on XX/XX/XXXX, MOHELA submitted documentation stating that I was still enrolled in the PSLF but now claimed that I still had XXXX payments left until I got PSLF. I want to ensure I get my student loan debt discharged through PSLF ( i.e., that the federal government honors my time in the PSLF and its past approval of my employer ). I was encouraged years ago by a XXXX representative to sign up for PSLF. For several years, I relied on information from XXXX that indicated my payments through my nonprofit employer qualified under PSLF. XXXX and MOHELA have kept a record of my time in the PSLF. On the cusp of getting my loan discharged for ten years of PSLF participation, studentaid.gov now tells me I am not eligible, and Mohela changed the number of payments left until PLSF. I am frustrated and agitated.
As a military veteran who served this nation, all this feels like a slap in the face. My loan servicer provider and the Dept. of Education aren't communicating or on the same page. I'm close to PLSF, and now the rug is being pulled from under me when it seems like I will get loan forgiveness. It's unacceptable since I am dealing with financial uncertainty and emotional distress due to contradictory messages from MOHELA and studentaid.gov. I am in the process of seeking legal counsel from the XXXX XXXX XXXX XXXX XXXX XXXX at this time. But I also want to file another CFPB complaint against my loan servicer.
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| 04/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I turned in my Public Service Loan Forgiveness information early last year and had to consolidate with XXXX. XXXX moved to Mohela. I have been working for the XXXX XXXX since XXXX of XXXX constant employment. Prior to having to consolidate for the loan forgiveness waiver, I only had 1 servicer which was XXXX which I paid and have history on payment since XXXX ( before PSLF even started ). Between Dept of Education and Mohela, nobody is processing the remaining payments I have and it's been nearly a year. BOTH the DoEd and Mohela should have my entire file and payment history, my employment has been certified already and my payment tracker has been stuck at XXXX since before mid XXXX. I do not get responses beyond they are working it, I have had complaints with the dept of ed that were closed without resolution and supposedly I had to file a reconsideration ( which I shouldn't have had to do ) but Dept of Ed approved that and said they adjusted something that I have never seen. On the flip side, on a XXXXXXXX page for this topic, multiple times a day there are people posting hundreds of thousands of dollars worth of loan forgiveness for themselves in files that were submitted much longer after mine with me having no resolution. I do not know if Mohela is incentivized to process large value loans first ( I have $ XXXX ) but there is no reason I should not have been processed yet. One employer, one payment history back to XXXX with the entire XXXX payment history uploaded to XXXX and dept of education who has a hand in this. I should not be a year later and still waiting on my payments to post and have forgiveness when I am over payment and over the time period required for forgiveness. Please help. It was stated early on that those of us in the public servant arena with the 120 payment already done would be processed first, yet a year later, no forgiveness and no status, DoEd closes complaints without resolution and supposedly nobody knows anything about my file. I am either being ignored since I filed complaints or I am because I do not have over 100K in debt to forgive. Either way, please help. I put in my time, I should have been easy, I had no issues and always paid
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| 11/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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This is a problem with MOHELA and an incorrect monthly payment.
My loans were originally through XXXX. After I made first payment for XXXX, I was switched to MOHELA verifying my employment for PSLF. On XX/XX/XXXX, I got my first email from MOHELA confirming that my loan was transferred, and I needed to set up my account. On XX/XX/XXXX, I got a second email saying my loan payment was past due. When I checked my account on XX/XX/XXXX, my account had a past due payment for {$1300.00}, when my payment under PAYE should be {$330.00}. On my account under the " Income Driven Repayment Details '' tab, it is still showing the correct information under PAYE.
I called MOHELA XX/XX/XXXX and was on hold for 100 minutes before I was able to speak to someone about my issue. After they spoke to a supervisor, they were still unsure why it was showing the correct information in my IDR Details, but that's not what they charged me. They said they would re-run my information and that should fix the issue. When I asked how long that would take, they told me 3-5 days.
Just now, XX/XX/XXXX, I got a letter dated XX/XX/XXXX from MOHELA that my request was received and will be processed in the next 90 days. My next payment is due XX/XX/XXXX, which I also haven't gotten a statement for. I can't pay the {$1300.00} past due on my account, let alone the payment due XX/XX/XXXX when I should be paying {$330.00}. I have auto debit set up, and if the {$1300.00} had been taken out of my account, it would have overdrawn. I believe the only reason it didn't do that was because MOHELA didn't my have my account set up at the time the payment was due. I don't want to remove auto debit so I can get the discount on the interest rate, but I'm going to so I don't get charged unnecessarily.
I also qualify for a loan assistance repayment program through the University XXXX XXXX XXXX XXXX and need to submit my application for that by XX/XX/XXXX. I need to submit my latest statement as part of the application, and I'm concerned I'll be denied if the statement isn't accurate to what my payments should be. Because of my income, the university should be paying 100 % of my student loans as long as I'm approved.
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| 10/30/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
Servicemember |
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In XXXX, my federal Student loan amount was XXXX Capitalization occurred with brought my balance to {$49000.00} an increase of {$5900.00}.
My other loan had a balance of $ XXXX after Capitalization, the amount went to $ XXXX increasing by {$2300.00}.
Both of my loans in XXXX had a combined amount of {$54000.00}. I was on a payment program at this time with my previous loan servicer.
In XXXX my student loans were transferred without my permission or knowledge to Mohela and Mohela immediately added almost {$10000.00} to my balance.
From XXXX XXXX, Mohela put me in 5 forbearance which I did not request or sign for, in fact, the last forbearance in XXXX I specifically told them that I did not want a forbearance to switch to a different payment plan, and I was told that if made an extra payment that I would not have to have a forbearance. I made the extra payment, but they put a forbearance on my account anyway and added {$28000.00} to my balance. I have been in a payment plan and making payments since I was forcibly switched to Mohelia. I called them to discuss it and they told me I shouldnt worry about it because in 20 years, it would be forgiven.
The reason I switched payment plans in XXXX was because they told me I would have a lower payment and I would have loan forgiveness in 20 years instead of 25 years. They now tell me I dont qualify for that 20 year program. I think they just enticed me to switch so they could add over {$28000.00} to my balance. They did not tell me that they would be doing this or that switching payment plans would result in me owning almost {$30000.00} more.
According to Mohela, I now owe them XXXX XXXX XXXX which I dont feel Ill ever be able to pay off. They have effectively ruined my credit with all of their forced forbearances and added capitalization. Nobody will lend me money now I cant buy a car or a home, even though my credit was nearly perfect before this.
I thought the whole idea behind payment plans was to help people with their student loans who couldnt afford regular payments. My college education ( I graduated in XXXX ) which originally started at less than {$50000.00} has now almost doubled because of this. I need help!
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| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX I recieved a message from Mohela stating that there was a change in repayment terms. I recieved this message on XX/XX/XXXX, but it is dated XX/XX/XXXX. I was previously on REPAYE plan ( IDR approved XX/XX/XXXX ), which was changed to automatically to the SAVE plan. All three of my loans, previous to XX/XX/XXXX were on the SAVE plan and entered into the PSLF tracker. XXXX XX/XX/XXXX, my largest loan was moved from the SAVE plan into the LEVEL or standard repayment plan, with no information why this happened.
I have been approved on the the PSLF plan since XX/XX/XXXX. I applied for PSLF in XXXX, XXXX. I had to resubmit my PSLF application three times, because I was told that Mohela was having trouble with faxed submissions. I would fax my application. Wait 90 days. Then, after the 90 days, I would have to call them, regarding the status of my application. I would then be told I had to resubmit it. This cycle only ended in XXXX, XXXX, when my application was processed and accepted.
I called Mohela on XX/XX/XXXX. I was on the phone for two hours. The representative could not tell me why or how my loan was moved from the SAVE plan and to the Standard Plan. This is resulting in an untenable monthly payment. I was told I had to self-recertify and apply for SAVE again. This was puzzling because they should have this information from the approved IDR application from XX/XX/XXXX. I was told I then needed to wait up to ten business days for the self-recertification to be processed. As of XX/XX/XXXX, it is not processed. Nor do I have information on when my payment is set to resume. The representative couldn't tell me that. Moreover, on the Mohela website, there is no due date or amount entered, as of XX/XX/XXXX.
In summary, I was taken off the SAVE plan and entered into the LEVEL ( standard ) repayment plan with no communication, resulting in a very substatial increase in my monthly payment. Representatives could not tell me why or how this happend. I had to self-recertify over the phone, when my IDR application was accepted almost a year ago. Payments are to resume in 9 days, I have no information regarding the amount I will owe, nor do I have a due date.
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| 10/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Dear CFPB Representative, I have been waiting nearly a year from my original fully completed application for student loan debt forgiveness under the XXXX XXXX XXXX XXXX XXXX ( PSLF ) to be processed and my loans forgiven in full. In this time my fully completed and totally compliant application has received numerous unecessary and possibly illegal delays in the processing of forgiveness as my loans were transferred from XXXX to XXXX XXXX and then again to MOHELA this summer.
On XX/XX/2022, I received notice that my loans had once again been transferred to a new student loan lender as part of this process. My loans have now been transferred from XXXX XXXX to MOHELA. When my loans were transferred in XXXX, I had already been approved for XXXX PSLF Qualifying Payments out of a total of XXXX Eligible Payments. The process had not been completed due to the additional information needed about my first public sector employer. This information which was provided to MOHELA in XXXX ( see attachments for more detail ).
My total student loan balance which is now with MOHELA is {$48000.00}. This is the amount that should now be forgiven in total. In addition to the total loan forgiveness, I am also eligible for reimbursement by the federal government of my overpayments beyond the required 120 monthly payments. By my count, I overpaid by a total of {$4900.00} in payments after I had made the required 120 monthly payments. So, I should receive at least a refund check in the amount of {$4900.00} in addition to the total student loan forgiveness.
I continue to remain employed as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as of the date of this complaint and remain eligible for student loan forgiveness. MOHELA has made no progress is processing my student loan forgiveness since my loans were transferred from XXXX XXXX to them this summer and I am beyond angry at how slow this process is and now nobody at MOHELA even answers the phone to respond to questions about the status of my loan forgiveness and reimbursement check.
Please Help!!!
XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RI XXXX ( XXXX ) XXXX
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| 01/18/2023 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Fraudulent loan
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX OF XXXX XXXX XXXX XXXX, MO XXXX Dear, MOHELA/DEPT OF ED FINAL NOTICE I agree to pay the following financial obligation regarding account number XXXX in which I might lawfully owe, on one condition : Within fifteen ( 15 ) days of the date of this Conditional Acceptance send certified mail return receipt requested you deliver to me the following : provide a validation of the debt, that, production of account and the general ledger statement.
Verification of your claim against XXXX XXXX, that is, a signed Invoice.
A copy of the Contract binding both MOHELA/DEPT OF ED AND XXXX XXXX and send that letter by recorded delivery so that there is an independent witness to it having been delivered.
A statement admitting whether you are the holder in due course or whether you are a servicer.
A statement admitting whether you have sold my note in a pooling and servicing agreement. This is also known as securitization.
The identity of the true holder in due course for my loan. If the loan has been securitized, the name of the XXXX my loan was sold to.
The CUSIP number under which my loan was securitized to.
Make available for visual inspection my original wet ink promissory note ( not a photocopy ). Please provide the above and if you are unable to provide this proof as I have requested within 30 days, then you admit to not being a party of interest and can not rightfully enforce your eviction claim under U.C.C. - ARTICLE 3 3-301.
Under US Code TITLE 15> CHAPTER 41> SUBCHAPTER V> 1692g part b ), this debt is now officially in dispute. By law, all collection activities must cease until this matter is resolved. You are hereby given notice. Blatant disregard for this law is subject to fines by the FTC.
You are advised to consult legal counsel on this matter.
In the event that this debt is not validated by you, as required by the Fair Debt Collections Practices Act, you have a legal responsibility to terminate the claim and correct any negative credit reporting which may have been made in connection with this alleged debt.
Thank you, XXXX : XXXX XXXX Agent/Beneficiary ] Without Prejudice, All Natural Inalienable Rights Reserved
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| 12/15/2023 |
Yes |
- Debt collection
- Federal student loan debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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I am writing to officially lodge a complaint concerning a series of unsatisfactory interactions with MOHELA representatives, specifically regarding billing and income-driven repayment ( IDR ) issues. On XX/XX/XXXX, at approximately XXXX EST, I initiated a call to discuss an unexpected charge of {$690.00} to my bank account, a significant increase from my last payment in XX/XX/XXXX, which was {$470.00}.
During this call, I interacted with XXXX representatives XXXX, XXXX, and XXXX each providing varying levels of information but ultimately failing to resolve my concerns. XXXX admitted on the call that MOHELA failed to notify about the IDR recertification acceptance. My primary issues are as follows : Lack of Proper Communication : Despite my repeated inquiries and a formal request for clear communication in XX/XX/XXXX, MOHELA has consistently failed to inform me of critical changes to my IDR plan. This lack of communication has led to unexpected financial charges and considerable distress.
Inadequate Service and Support : Each representative provided incomplete or unsatisfactory answers. Notably, XXXX abruptly terminated the call at XXXX EST without addressing my concerns or arranging for a callback.
Policy Transparency and Compliance Issues : My request for a record of the conversation was denied, citing company policy. Furthermore, MOHELA refused to provide a copy of this policy. This raises concerns about transparency and accountability, particularly since my loan agreement is under the jurisdiction of the U.S. Department of Education, suggesting that federal policies should apply.
Given these experiences, I request the following actions : A thorough investigation into the handling of my account, specifically regarding the uncommunicated changes to my IDR plan and the unexpected charge of {$690.00}. I would like it referred to the DOJ for wire fraud.
Clarification on MOHELA 's policies about customer communication, call recording, and the sharing of policy documents.
An official response detailing how MOHELA intends to rectify this situation, including reimbursement for the undue financial burden caused by the uncommunicated change in payment amount.
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| 11/13/2022 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Ever since my loan has been transferred to MOHELA, I never received anything in the regular mail or email stating that anything was wrong. On XX/XX/2022 I decided to check my credit and seen a drop due to MOHELA. I'm like okay no-one has called or mailed me let me log in and check. Find out they are only sending statements to the message function in there website. Notices that are important to read and contact them about however, if you don't email or send some other type of notice at the very least you don't know that they are in there. So that is first not receiving notices how would I know nothing was wrong. I finally found the location to turn off paperless on XX/XX/2022 and hope that issue fixes itself however, I don't think any penalty 's or negative credit reporting 's should be placed on my records and also should be reversed since no notification was sent outside your system to notify me.
Second, I reached out in XXXX to MOHELA when my loan was switched over and you immediately started charging me fees that XXXX who was my previous servicer had not. In fact I never even received a bill from XXXX. MOHELA said they had to get the updated contract from XXXX because you didn't even have a copy at the time to confirm the payment amount which to this day is still incorrect. Regardless I was still in school this loan applied to and applied for the In School forbearance until you could figure it out. That clearly did not happen as I am seeing MOHELA now says I am over {$1400.00} past due or $ XXXX per month which again if you would have sent me notice or called I could have talked about months ago. My monthly payments till the end of next year should be {$150.00} per the repayment schedule Which I have attached for your review. I am more than willing to make the {$150.00} per month payments however, you need your system adjusted to make the amounts correct so I can make payments.. It has been wrong since the loan was taken over by MOHELA and I have already reached out more than once to get this corrected. While i am looking to finish my XXXX XXXX next year i am not currently enrolled in school to apply for another forbearance while you get this corrected
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| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the XXXX in XX/XX/XXXX. I have worked for the same school since XX/XX/XXXX and have made monthly payments for my loan since XX/XX/XXXX. Mohela has been giving me the run around for almost a year now, saying I only have XXXX out of XXXX required eligible payments to qualify for XXXX. However, they need to count payments from XX/XX/XXXX- XX/XX/XXXX.
XX/XX/XXXX : Spoke with XXXX, who says that Mohela is waiting on the XXXX XXXX XXXX, and it takes a while.
XX/XX/XXXX : Spoke with XXXX, who said she will have her XXXX call me back to figure out what is happening. No one returned my phone call.
XX/XX/XXXX : Spoke to XXXX, who submitted a rework request to management to determine why they continue not counting 70 months of payments. I also resubmitted another employment verification since they said they could not count my work from the original application to XXXX. It shouldn't matter, though ; I've made the payments, but I had my employer sign off and verify my employment.
XX/XX/XXXX : I spoke with XXXX, who said I needed proof of payment from XX/XX/XXXX - XX/XX/XXXX, so I uploaded proof from XXXX that I made payments every month and did not skip any. He verified he received the document and said I would hear from Mohela in 30 days.
XX/XX/XXXX : I spoke to XXXX, who now says that my loan was deferred during that period because I was in school. When I explained I was in school from XX/XX/XXXX - to XX/XX/XXXX, my loan was never in deferment, and even if it was, there are still 54 months of payments not being counted, she said it didn't matter. She said they would request to have the national student loan payment count, and I should hear back in XXXX - 14 days.
This seems like a scam to me, and I am being singled out because I have proven that I make my payments on time and have been a responsible loan borrower. I have done everything required and sent everything requested of me, confirming that I have made payments for 20 years without missing a month, all while working for the same school district. It seems convenient that I am 2 months shy of meeting the requirements, but I've proven that I have 70 months of payments that needs to be counted.
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| 12/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My loan was transferred to Mohela loan servicing recently. So far, what is listed on my account is incorrect. They have not accounted for all the payments that should be credited toward PLSF. If I want more credited, I would need to provide further proof however, the payments not credited were in the middle of the time that I worked at the qualifying company and can be verified by the employer or through my tax history yet, from what the site says, I need to collect this infomation and provide to them. I should not have to do this, they have access to my tax records and they should be able to verify through that. Additionally, there were instances during this 12 year period I worked for the qualified employer where I made more than my monthly payment + I made some lump sum payments of {$1000.00} to {$5000.00} each toward my loan and those were counted as 1 single payment vs multiple payments to the 120 qualifying payments.
I have not yet been on a call with this company as each time I have tried to reach out, the wait time has been over an hour to speak with someone. I do not have time during my workday to sit on the phone on hold for over an hour. There is no way to contact them via their website either- you can make selections but their site doesn't allow you to complete sending a secure message unless you are uploading a form to them. This is not the XXXX century! They are limiting how customers can contact them and they have not staffed appropriately in order to handle the call volume which is causing undue hardship on it's customers.
While the government payment relief is not available and is on pause at this time, the government has extended the payment pause and this is not reflected on my account either- it is still showing that I am in XXXX through XX/XX/22 and does not show the new XXXX timeline. The site shows me in XXXX however, this is a government mandated XXXX, not a XXXX I placed on myself, that should be updated as well.
The student loan changes are a nightmare and companies who took the outsourced loans for servicing need to do better as they are only adding fuel to the fire along with unneccessary hardship on their customers!
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX, working for the same institution for over 20 years. The Public Service Loan Forgiveness program was a godsend, after earning the degrees necessary to enter the XXXX XXXX. Once on the program, I certified my employment and verified our income in order to maintain the terms of the program. Despite XXXX XXXX mishandling, we were relieved the bulk of our remaining balance was forgiven after ten years of never missing a payment. The remaining balance could not be explained, so XXXX had me on administrative forbearance until they could work it out. Then my account was transferred to MOHELA. We were thrilled to receive a letter in XX/XX/2023 from MOHELA stating that the remainder of our loans had been discharged and we were no longer required to pay. Imagine my surprise when I was given notice in XXXX that I would resume payments. Since then, I have been on the phone with MOHELA for hours, missing multiple days of work trying to figure out what went wrong. Worse, at the end of XXXX, the US Dept. of Education made an automatic withdrawal of approx {$550.00} in repayment of the loan. This was money I had set aside for groceries for my family of XXXX. I have spoken to countless representatives at MOHELA at varying levels. No one can explain why I am in repayment. All assure me that they will place my account on PSLF forbearance and it doesn't happen. I currently " owe '' a loan payment at the end of the month despite multiple assurances that I will be placed on forbearance. In the meantime, I have worked with my US Representative, XXXX XXXX XXXX office. They communicated through their congressional liason my complaint and indicated that many people have complained about MOHELA. I also filed a complaint with the Federal Student Aid Ombudsman. When I spoke to XXXX ( XX/XX/2023 ) who presumably is in the ombudsman office, he indicated that not only had I satisfied the terms of the loan, but according to the National Student Loan Data System, I had made 135 qualifying payments! Please help me make MOHELA accountable. I have met and exceeded my obligations according to every representative I speak to - yet, they still send me bills.
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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On XX/XX/XXXX after receiving a denial of XXXX< I submitted a reconsideration request ( # XXXX ) for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX counts on my loans from XXXX in which time I was under my first XXXX payment plan and made payments of {$58.00}. This was submitted to XXXX XXXX XXXX and at their recommendation. For some reason the loans are showing as forbearance, which I did not request. If I had requested a forbearance I would not have been making payments. These payments were made under my qualifying employer at the time, XXXX XXXX XXXX and I have already had all of my employment certified from XXXX XXXX XXXX I currently have 113 qualifying payments on XXXX and the incorrect count or omission of these payments has caused me to miss out on XXXX forgiveness. Nothing was ever done with this request and my loans were transferred to Mohela. On XX/XX/XXXX I filed a complaint with the Department of Education requesting information or action to resolve the outstanding issue, Case number # XXXX. I have made multiple calls, uploaded proof of my payments from XXXX for the time period that has been omitted along with additional information showing 25 months of forbearance time which at this point should also have resulted in my loan forgiveness since the new XXXX XXXX went into effect after XX/XX/XXXX. Each time I call, I get the same story that my case has been assigned an Ombudsman, that it has been escalated and that they will call me back within 48 hours. To date, nothing has happened with this case. I have only received one email from them on XX/XX/XXXX after insisting that a supervisor call me back that said they were turning over the case to Mohela but they never closed the case. When I called Mohela to inquire, they did not know anything about it and have since attempted to just re-process my XXXX application that was already processed by XXXX XXXX back in XX/XX/XXXX. Everything should not take 90-120 days to complete, an email, an application, every little thing. I began this process over a year ago and I have simply fallen through the cracks and I am eligible for forgiveness but I can't get them to do what they are supposed to do.
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| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the income-driven repayment SAVE repayment plan through the studentaid.gov website on XX/XX/XXXX, the same day I applied for PSLF with my employer information. When I applied, it was estimated I would owe XXXX XXXXXXXX on the SAVE plan due to my previous tax information. At the time, my loan servicer was XXXX, who I have never had issues with. I then received notification my loans were being transferred to MOHELA. I began receiving different billing statements from MOHELA, one stating I owed {$350.00} on XX/XX/XXXX, and another stating I owed upwards of {$850.00} in XXXX of XXXX. I reapplied for SAVE on XX/XX/XXXX and XX/XX/XXXX after contacting studentaid.gov and being told they did not have any information and I would need to reach out to MOHELA. I was unable to contact MOHELA. I waited on hold for hours before having to hang up due to working. I sent an email and received notification back that I would hear back in two business days, but weeks later I still have not received a response. Finally, I called and waited on hold for upwards of two hours on XX/XX/XXXX and spoke to a MOHELA rep who told me my initial SAVE application from XXXX was probably " lost in the transfer '' and that it was good I resubmitted a SAVE application on XX/XX/XXXX. This rep told me it would only take 5-7 business days to process my SAVE application and I would not have to pay any of the payments I was billed for in XXXX. After XXXX business days went by with no notifications, I called and sat on hold with MOHELA for three hours to be told that it would actually take 90 days to process my SAVE application and I was already being auto-debited in the mean time for the {$350.00} bill. I asked if there was any way this could be cancelled due to this being an error on the part of MOHELA, and I was told that they didn't know. As a XXXX XXXX new out of XXXX school, this payment is not realistic for me. I feel as though MOHELA can not give me clear answers as to what happened to my original SAVE application and I am told conflicting information each time I call. Their mistakes are costing me money I do not have and I need clarification on where my loans are at.
|
| 08/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA made several mistakes that are costing me money, time, and XXXX, which has been incredibly difficult as payments are set to resume in less than two weeks.
Back in XX/XX/, I asked MOHELA to apply my incoming student loan payments to a particular loan. It ignored my request.
On XX/XX/, I again asked MOHELA to apply my incoming student loan payments to a particular loan. It ignored my request again.
On XX/XX/, I noticed that {$5000.00} disappeared from my account. I sent a message to MOHELA both anxious and frustrated about the situation. MOHELA responded saying that I requested a refund of this amount.
On XX/XX/. I responded that I never requested a refund and wanted my balance restored. MOHELA responded that I needed to call them directly. I called later that day and the person on the phone said that I would receive a check in the mail. After further discussion with them, we decided that they could restore the balance online so they voided the check. They said it should be resolved in 3 weeks.
XXXX XXXX XXXX. I reviewed my account and noticed the balance was not corrected. I called MOHELA and waited on the phone for two hours to speak to a supervisor. I have a supervisor recorded on one of our phone calls admitting MOHELA 's mistake and that they just needed a little more time. I asked for compensation for my trouble and they said no.
XX/XX/. My balance is still not corrected. I am missing {$5000.00} and the check for it is voided. This is fraudulent. I called again and the supervisor told me that the people who need to fix the issue still haven't responded. The supervisor said he could pass it onto management who would see it in 3-5 business days and changes wouldn't be reflected for 10 business days. That will put my loans at XX/XX/XXXX where they will again be accruing interest ( on money that I already paid! And money that they withdrew without my consent! And has been missing for 3 months!! ). I am infuriated. This is the most incompetent, fraudulent group of loan servicers I have ever experienced. I had such a better experience with XXXX and wish I could go back. These guys are crooks and I still don't have my money back.
|
| 04/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
Servicemember |
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I worked for a non-profit for XXXX years and XXXX months, and this has been certified since XX/XX/XXXX.
I submitted an " XXXX XXXX XXXX '' form with XXXX on XX/XX/XXXX. I called and followed up with XXXX, and they acknowledged they had the document. Then, I applied for consolidation, thinking the in-school deferment was already applied to my account before consolidation, as I confirmed with XXXX.
XX/XX/XXXX, my loans were transferred to Mohela. My account did not update anything until XX/XX/XXXX.
When it was updated, I saw in-school deferment waiver was not applied yet. I contacted the Mohela Representative on the Chat and phone multiple times. They acknowledged they received the document from XXXX, but the representatives refused to use the form because " it will put your loans on delinquent, '' " You need to wait for a little longer, '' etc. All of the representatives I encountered seem to have different reasons why my form is not processed for 15 months. Is this legal for Mohela representative not to process my form and ignore my request for various reasons? Is there a written, legally binding why my document can not be processed?
The XXXX website states, " If I return to school and qualify for an in-school deferment on my Direct Loans that are in repayment, can I decline the deferment and make qualifying Public Service XXXX XXXX XXXX XXXX ) payments while Im in XXXX? Yes. You can decline an in-school deferment on your loans that are in repayment status and make qualifying payments on those loans while you are in school. Remember, in order for your payments to qualify for XXXX, you must be employed full-time by a qualifying employer while you attend school. '' According to the XXXX information, I do not think my loans would become delinquent.
The XXXX website also states, " Summary of Changes Available During the Limited PSLF Waiver You may receive credit for past periods of repayment on loans that would otherwise not qualify for XXXX.
... ... ... ....
Past periods of repayment will now count whether or not you made a payment, made that payment on time, for the full amount due, or on a qualifying repayment plan.
... ... ''
|
| 02/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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I am a senior XXXX with the XXXX XXXX XXXX and have been with the Department for 11 years. I filed my employer certification with Mohela for XXXX in XX/XX/XXXX under the XXXX. At the time, I had XXXX of XXXX eligible payments. On XX/XX/XXXX and XXXX, XXXX, I received three letters from Mohela. The first stated that I had XXXX eligible payments and XXXX qualified payments for the XXXX. The second stated that my employer had provided an end date to my employment and my certification was not accepted. The third stated that Mohela had determined that my employer is not a not-for-profit and my certification was not accepted.
The reasons for Mohela 's denial of my certification were factually erroneous. My employer did not check that I was no longer employed with them and the XXXX, a federal department, is in fact a non-for-profit. Since I could not cure Mohela 's errors by resubmitting documents, I called Mohela on XX/XX/XXXX. After a XXXX minute wait where the call was disconnected, I spend more than XXXX hours waiting to speak with a person. The person I spoke with reviewed my application and was able to verify that my certification was correct, the letters were erroneous, and the documents would be refiled internally. She further confirmed that Mohela has not accepted my employer certification since XXXX, XXXX. Until then, Mohela accepted the DOL as a not for profit with the same EIN, address, and name.
I have contacted Mohela twice since XX/XX/XXXX because my account online still states, " Your PSLF eligible and qualified periods are expected to be updated through the XXXX XXXX XXXX process beginning mid to late XXXX based on your certified employment/employer. '' This message has not changed since XX/XX/XXXX. Each time I have called, there is no record that my certification is being reprocessed and I can not get any information from Mohela regarding the status of my loans. While Mohela has been " unindated '' with applications, they are failing to record and provide basic account information, properly review submitted information, and either have no process to correct their own errors or will not provide information on such process.
|
| 07/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela holds my loan and I have been on the public service loan forgiveness for years and it has been so much confusion since Mohela company has taken over my account. I been with my job since XX/XX/XXXX and your company sees that and say that its have been approved from them until XXXX of XXXX. But the number of eligible payments have increased as they should they went from XXXX to XXXX and then to XXXX. However my qualifying payments are going down. Which your employee XXXX # XXXX say it shouldnt do. They went from XXXX qualifying payments on XX/XX/XXXX to XXXX qualifying payments on XXXX XXXX and now as of XX/XX/XXXX I am back at 30 qualifying payments again. And when I call about the issue they have me to resubmit the application to fixed the payment issue but it has never been fixed and the count still changes. Then once receiving the new application that was requested they saying its not approved again which the article of operations is on file already and I still send them in and many works say they can see it. The new application is explained to me that it fixed the gap that they see which makes no sense because it see all the same information because i ask.. XXXX # XXXX also said that my payment tracker has not been updated they have had my case for almost a year now. I have sent multiple application the one on XXXX XXXX state duplicate, XX/XX/XXXX state processing and XXXX XXXX also state processing. The supervisor XXXX # XXXX said that she all of the application and that my job has been approved so I should at least have payments from XX/XX/XXXX until at least XX/XX/XXXX. She see over XXXX payments that needs to be added. I am just trying to get an understanding of what is actually going on because it has been very confusing since Mohela took over the loan. I have reached out to federal student loan as well to get help to see if someone can actually explain what is happening with my account. None of my applications has even been finished processing after the XXXX said it only take 60 days honestly. All of the applications I sent in this year should have cover from XX/XX/XXXX until present. Thanks for your time in advance.
|
| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
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Web |
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MOHELA..
I have been waiting since XX/XX/XXXX for my IDR to be processed. I consolidated my loans which triggered ANOTHER IDR application to pend on XX/XX/XXXX. They put me into administrative forbearance without even telling me.
I called MOHELA on XX/XX/XXXX at XXXX XXXX to see where the process was at and was informed at this time that they needed more recent of payment so I was told to upload those documents and gave me instructions to do so. ( I still wonder when/if they were going to notify me this was needed. ) Well... it appears that triggered yet ANOTHER IDR form to be processed except it is not an IDR form, it is just the pay stubs requested on XX/XX/XXXX. Because they considered this the main 'application ' being processed I am not able to see my true IDR application that I completed to confirm I will be on the SAVE plan as I have been trying to get onto.
In addition, they suddenly and without my consent put me onto a standard repayment plan called 'level ' payment and threw me into repayment. I work for a non-profit and am participating in PSLF which requires me to be on an IDR plan, I can't be on a standard one because it won't count. I called yesterday XX/XX/XXXX and was given a total run around by a trainee after asking to speak with a supervisor. The trainee said I'd stay in forbearance until next month and to call again then if the application isn't processed.
I'd like to add that I called the second they opened and was told I'd have a 1 minute wait time which turned into 45 minutes before the call was disconnected. The 2nd time I called after having been on hold that entire time, the wait time was over an hour. However this is light compared to other attempts to reach them and its over 200 minutes to wait. At this point they turn off the call back option and you either wait the time or can't talk to them! This has happened to me on multiple occasions.
I just want to get on the SAVE plan and complete my payments to be done with this crooked company. Every day that they push off these applications and put people in forbearance, it is more money in their pocket as interest is accruing, it feels criminal.
|
| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
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I started the process of XXXX loan forgiveness through Mohela earlier this year. I contacted Mohela and spoke with a rep on more than one occasion regarding next steps and specifically inquired about consolidation. Each time I was advised that I should NOT consolidate any loans as XXXX loans would be eligible for forgiveness with over XXXX payments, but the other loans did not yet qualify. They advised that my payment counts would reset and I would not receive any forgiveness. This was completely inaccurate as I later learned that if I consolidate prior to the end of 2023 the highest payment count would be applied to the new consolidation loan. As soon as I learned this I reached back out to start the consolidation process. StudentAid.gov rep assured me that consolidation would be approved sooner than XXXX forgiveness. I was NOT informed that I could request to have those XXXX loans not included in forgiveness consideration in order to insure that the consolidation processed. Instead the XXXX loans were forgiven just a few days before the consolidation processed. This mistake leaves me with over {$92000.00} in loans that should have been eligible for forgiveness through the current rules. I have spent countless hours on phones calls with Mohela ( XXXX plus hour wait times, disconnected multiple times ) and AidVantage with no help. I have sent emails that have been closed with no response other than we see that you have called previously and will assume this issue has been addressed. I am a XXXX XXXX dealing with a XXXX diagnosis. I rightfully have earned XXXX forgiveness through over 10 years of service at a nonprofit, and all loans should be included. Mohela is deceptively giving out inaccurate information, resulting in loans not receiving appropriate forgiveness which then results in them continuing to collect on ridiculously high interest rates. I do not believe it is a coincidence that the XXXX was processed a few short days before the consolidation was approved. This needs to be investigated and corrected. I will continue to fight having to repay any more on these loans that should have been forgiven fully.
XXXX XXXX
|
| 02/14/2022 |
Yes |
- Debt collection
- Federal student loan debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
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On XX/XX/XXXX I received documents from Mohela stating that enclosed is the information that I requested. I previously filed a complaint XXXX and which I included documentation of my request to Mohela that was sent certified requesting a contract bearing my signature in wet ink. I first received documentation from them stating that I took a parent plus loan out showed my daughter school as the school I received a loan for. The date that my named was typed was XX/XX/XXXX. However I did apply but was denied on XX/XX/XXXX due to having adverse credit. So how can I have applied and type my name on XXXX XXXX if I was already denied on XX/XX/XXXX. I also a couple days later received another package with documents now stating that its my debt. As I read over the documentation that is still not a contract bearing my signature in wet ink where I agreed to pay a debt owned to Mohela. I read that some of section one may be completed for you. Because I was denied on XX/XX/XXXX for the Parent plus loan that they are trying to say I own but yet send me documentation with my name typed on XXXX XXXX someone other then myself filled that information for me. I have not giving anyone permission to type my name of fill out any form for me. A couple days after I received the first documentation from Mohela I received another package now saying that the debt belong to me. So I am now feeling like Mohela is pulling my Information from somewhere and sending documentation that are false. I still have yet to receive a contract which bears my signature to validate that I agree to pay a debt to Mohela. I received another corespondent on XX/XX/XXXX stating they have enclosed a Promissory Note that I signed on XX/XX/XXXX which again my name is typed. Anyone can type my name.
Signature-a person name written in a distinctive way.
Mohela have failed to provide me with the requested validation that I have requested a month ago.
Mohela is in violation of 15 U.S.C 1692q.
15 U.S.C 1692j ( a ) ( b ) 15 U.S.C 1692d 15 U.S.C 1692e Mohela keep sending all these correspondences but yet have sent anything that validating the debt. As a consumer I have rights.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
In preparation for student loan repayments restarting I loggined into my Mohela account in XXXX. I have been on a REPAYE plan because I need Income Driven Payments to qualify for PSLF. At that time my monthly payment was listed as {$75.00}, but there was a note stating REPAYE plans were being auotmatically moved to SAVE. On XX/XX/23 I received a letter stating my monthly payment was going to be {$820.00} due on XX/XX/23. Contrary to what i had been told they had not placed my loans on a SAVE plan but on a LEVEL plan, the highest possible monthly payment. At that time I recertified my income and asked for forbearance while that was being process. On XX/XX/23 I logged in and my payment was now listed as {$67.00}. This appeared to be a more appropriate payment amount per my income and I paid that amount. However, a few days later I logged in and my payment amount was {$810.00} with no due date listed. At that time I tried to contact MOHELA customer service and was on hold for 2 hours and unable to speak to a customer service representative. I submitted a complaint in writing as well. On XX/XX/23 I recevied a letter backdated to XX/XX/23 stating that I was being placed on Administrative Forbeance from XX/XX/23 to XX/XX/23 while my IDR application was being processed. However, when I logged on on Tuesday XX/XX/23 my account now says that I am past due {$750.00} which was due on XX/XX/23. This is the first time I am seeing this amount and as of last week no due date was listed. According to my received documents my IDR application has been successfully processed and I have what appears to be my new monthly payment. But according to the home page I am still past due. I tried again to speak to a customer service agent and when I called my account is showing delinquent per the automated message, but I was still unable to speak to a person after an hour on hold. I submitted another written complaint through Mohela. I am still not certain if I am acutally in forbearance, if my payment has been fixed, or if this supposed past due amount ( listed after the due date ) will count against me becuase I can not speak to an actual person.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
1. I called XX/XX/XXXX when payments restarted to get help applying for the SAVE plan. The trainee that assisted me that day was very nice but signed me up for the PAYE plan when I was requesting the SAVE. I wasn't aware of this until it got approved middle of XXXX. I then reapplied on MOHELAs website on XX/XX/XXXX for the SAVE plan. I had tried contacting MOHELA multiple times and they just would tell me it would be a few more days. On XX/XX/XXXX my application was denied. When contacting them today I was on the phone for XXXX hours and was told my application was denied as I selected to pull my loans out of deferment and that is not allowed. Mean while my friends with other servicers got their SAVE plan application approved within a week and was able to pull their loans out of deferment with no issues. I am extremely frustrated with MOHELA as everything they do seems to be a scam to get more of my money. I am in a lot of debt and while awaiting all of this to process I have accrued hundreds of dollars which is not to blame on my end.
2. I was told if I made a payment towards XXXX of my loans to close it and selected that loan solely whatever else was leftover would be refunded to my account. I have talked to XXXX employees prior to the employee tonight that said they would process the refund. Yet the guy tonight told me it was denied due to " that not being a good reason for a refund. '' The leftover money was then dispersed to my other XXXX loans and went towards interest. XXXX of these loans being under the PAYE plan currently meaning the government is covering the interest. Therefore this money was wasted.
I have spoken with various employees of MOHELA numerous times over the last XXXX months in regards to both of these situations and every time they tell me the conversation is documented in my file. If that is the case my story should line up completely with their documents. But, I have a feeling they wont be documented as every time I call no one knows what I am talking about. MOHELA is a complete scam and I would like to switch loan servicers as they only want to take my money. They are not there to help.
|
| 03/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I am having difficulty getting my PSLF payment count updated with Mohela. I currently have 12 student loans with Mohela. They were transferred from XXXX XXXX in XXXX of XXXX. When they were transferred to Mohela, Mohela told me in a on their website not to resubmit any PSLF documents since they would receive them from XXXX XXXX and process them accordingly. XXXX XXXX had already processed them.
After waiting months for the documents to be processed, I called Mohela and I was informed that while they did in fact have the documents, it would be beneficial for me to resubmit them with additional documents showing my employment during that period. I resubmitted the documents with additional employment information in XXXX of XXXX.
On XX/XX/XXXX, I logged in to the Mohela website to see that they cancelled the processing of my PSLF documents without emailing me, sending me a letter in the mail, or calling me. I spoke to Mohela on XX/XX/XXXX. The customer service agent told me that she would put in a request to resubmit the PSLF application but that if I did not see the application updated and the PSLF tracker updated by the time payments are scheduled to resume in XXXX of XXXX that I should submit a forbearance request. This would be in Mohela 's favor and would mean that it would take longer for my PSLF application to be accepted because I would not be making qualifying payments that count towards forgiveness while it's in forbearance. Additionally, if they were processed in XXXX of XXXX, that would have been an entire year of waiting for documents to be processed.
It has been 8 months since Mohela has received the documents to process my PSLF application. It should not take this long to process PSLF and I don't appreciate not being informed that my documents have been cancelled. I am being told that it can take a long time, and while I understand that and am being patient, it is almost time for me to recertify and resubmit documents for the next year.
I would like to get my documents approved and the payment count tracker updated before payments resume and I have to recertify for my next year 's employment.
|
| 09/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Mohela has provided a shockingly low payment count for my PSLF waiver. They have only counted 2 payments outside of the Covid forbearance period. I have been employed in public service XXXX.
Mohela disqualified 6 payments, claiming they were " outside acceptable timeframe '', contrary to what the pslf waiver says. They did not count 3 large, lump-sum payments ( over {$5000.00} ) made by the department of defense that should have been counted for multiple months. They did not count a {$10000.00} payment I made in XXXX of XXXX ; which should have counted for up to a year, for even a single qualifying payment. They provided me records of these payments recently, so I know they are aware of them and I believe they ignored them on purpose.
I was also on XXXX military deferment from XXXX of XXXX until XXXX of XXXX but none of these months were counted. Mohela confirmed this deferment but did not count these months.
Finally, since XXXX of XXXX I was placed on forbearance for 43 months consecutively and 45 months cumulatively. I was not given credit for any of these months. During the periods when I was being placed on these forbearances I was repeatedly steered away from income based plans in writing and over the phone, leaving me with monthly payments that would have been over 25 % of my net income.
On Mohela 's Limited PSLF Waiver page it simply says periods of forbearance and deferment do not count towards the waiver, without pointing out the exceptions for long periods of forbearance or military deferment. I believe this is a deceptive practice designed to keep payment counts lower than they should be.
Here are the payments I believe were ignored : - '' outside acceptable timeframe '' : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.
-military deferment from XX/XX/XXXX through XX/XX/XXXX XXXX XXXX payments : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( had I been on income based repayment these would have covered 12 months each ) - {$10000.00} payment made on XX/XX/XXXX -Consecutive forbearance for 43 months ( XXXX XXXX XXXX ), then forbearance again in XX/XX/XXXX and XXXX XXXX XXXX
|
| 08/09/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
Please correct my inquires to remove from my credit report. I have had numerous identity theft, data breach and non-verified accounts. Please see attached detailed letter. This is also for incorrect payment history on my student loans. This is just a mess to my entire financial wellbeing.
To the best of my knowledge, I have not signed any documents authorizing your company to pull my credit, which means you are in violation of the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
As long as these inquiries are removed from my credit report, then I will be satisfied. Otherwise, if you are in possession of any document that has authorized.
your company to make inquiries into my credit report or proves any type of permissible purpose ( as outlined in FCRA Sec. 1681b ) then I request that a copy of any suc document is immediately mailed to my address listed above so that I may review.
it. If you do not possess any such inquiry authorization, then I also request that you remove all of my personal information from your records and send me confirmation that you have complied with my requests.As you know, according to Section 604 of the Fair Credit Reporting Act, Permissible Purposes of Consumer Reports 15 U.S. Code 1681b, Subsection ( a ), the below creditors have not demonstrated any allowable permissible purpose - and any consumer reporting agency may furnish a consumer report under those circumstances and no other.
As such, under 15 U.S. Code 1681i, Paragraph ( 5 ) Treatment of Inaccurate or Unverifiable Information ( A ) In general : If, after any reinvestigation under paragraph ( 1 ) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation ; and ( ii ) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.
|
| 04/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I sent in my annual PSFL re-certification so my previous months quality towards my loan forgiveness. I sent the form in on XX/XX/XXXX. But on XX/XX/XXXX. Mohela said it was a duplicate and canceled my form. I have not re-certified since XXXX XXXX with federal loan servicing.
So on XX/XX/XXXX I emailed Mohela through their online customer service portal about the error. On XX/XX/XXXX, I received this response from Mohela : MOHELA 's Response : Thank you for contacting MOHELA, We apologize for the inconvenience. As of this writing a request was submitted to have your PSLF application reprocessed. You will receive notice when processing is complete.
If you have any additional questions regarding your PSLF application, please call toll free at XXXX. XXXX XXXX XXXX. to XXXX XXXX., Tuesday through Friday XXXX XXXX. to XXXX XXXX., and Saturday XXXX XXXX. to XXXX XXXX XXXX.
However, on XX/XX/XXXX, Mohela canceled the PSFL form. I then sent another message to their customer service, but no one is responding to me.
My total loan payments is supposed to be 113 payments and I am supposed to have loan discharge by XXXX of XXXX. Instead, because Mohela refuses to certify my XXXX, the system still has me down as only having made 100 payments.
I never had these issues with XXXX XXXX XXXX. Mohela is a nightmare and trying to sabotage me from having the correct number of payments made/counted and preventing me from having my loans discharge by XXXX XXXX, because they will not be able to financially benefit from it. Congress needs to investigate this ASAP. A quick XXXX search on this and thousands of students are having the same issues with their PSFL and Mohela. It's so widespread, it is even discussed about on reddit. The re-certificationperiod is for XXXX XXXX XXXX XXXX XXXX. I always make sure to send an annual PSFL so my correct payment counts are corrected annually.
I need help getting my payments certified so my total payments gets adjusted. I need CFPB help! Again, I am supposed to have 113 payments made, but Mohela is only counting 100 as they keep rejecting my annual PSFL certification.
Thank you!
|
| 07/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
In XXXX, I submitted a PSLF Employer Verification Form for XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX . Both employers have the same Federal Employer Identification Number. The average weekly hours I worked for both employers, from XX/XX/XXXX to XX/XX/XXXX, totaled 32.
After several calls to Mohela customer service, complaints to CFPB, and complaints to XXXX, Mohela responded with incorrect information and only partially certified employment. No additional PSLF qualifying payments were granted.
According to PSLF rule changes effective XX/XX/XXXX, " For PSLF, youre generally considered to work full time if you meet your employers definition of full time or you work at least 30 hours per week, whichever is greater. If youre employed in more than one qualifying part-time job at the same time, you may meet the full-time employment requirement if you work a combined average of at least 30 hours per week with your employers. '' I called Mohela customer service on XX/XX/XXXX, spoke with a representative, and I was told, " yes, these are eligible employers. You should receive credit for PSLF from XX/XX/XXXX to XX/XX/XXXX. 11 total payments. We will up date this in 5-7 business days. '' It is now past 7 business days, and no action has been taken on the account.
In addition, on XX/XX/XXXX, I submitted another PSLF employer verification form for XXXX XXXX XXXX. Again, this is the same Federal Employer Identification Number as XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX I am attempting to certify the employment period of XX/XX/XXXX to XX/XX/XXXX. During this time, I worked for XXXX XXXX XXXX XXXX and XXXX XXXX XXXX for a combined weekly average of 31 hours, and should receive PSLF credit for 16 payments.
The customer service logistics of MOHELA are extremely difficult to navigate, and while it appears customer support is logging information and taking care of forms, my experience is that no one is actually processing this information.
Since MOHELA does everything in business days, this is an important fact to add : It has been 188 business days since I made my original request to verify employment.
|
| 11/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My Loans are currently with Mohela. I contacted Mohela to discuss the best options for my loans. I have loans from previous education that are already on the XXXX program. I have recently finished my XXXX and had questions about those loans. I contacted them on XX/XX/XXXX and asked about the XXXX waiver and was advised that that would not apply to my loans. I was then told that I could consolidate my new loans with my old loan but that I had until XX/XX/XXXX. I was never advised that doing so would merge the loans and apply the previous payments to all of the loans. I then asked about the XXXX XXXX XXXX forgiveness and was advised that they didn't handle that. I contacted the XXXX loan forgiveness and they explained to me that they work with my loan provider to make payments towards the loans. So on XX/XX/XXXX I called back and was advised that my wait time would be XXXX mins and I was unable to wait on the call. I called back again on XX/XX/XXXX and was on hold for 22 minutes and was unable to reach anyone before I had to hang up. I called back on XX/XX/XXXX and spoke to someone who advised me that had i consolidated that waiver would have benefitted my loans but was now too late to apply. I waited 2 hours to speak with a supervisor and then had to hang up. I called back and again waited 2 more hours before i spoke with a supervisor. The supervisor agreed that in the call on XX/XX/XXXX consolidation was mentioned but that at no point was I advised that the waiver would be of benefit my loans despite me specifically stating that I wanted advise. The Mohela supervisor has denied responsibility for me not appropriately being advised in relation to how the XXXX waiver would have benefited me. The supervisor stated that the phone call was recorded in XX/XX/XXXX but had refused to allow me to listen or provide a transcript of that call. She has stated that she is refusing to submit a request for late consideration or offering a way to reconcile the situation. Can you please review Mohela 's mishandling of the situation which resulted in me not benefiting from the XXXX waiver despite my inquiries.
|
| 08/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/XXXX, I contacted Mohela by phone to request a refund of voluntary payments made during the Covid forbearance period. The loan ( listed as loan 4 in Mohela ) was previously serviced by XXXX ( listed as XXXX XXXX in XXXX ).
All payments were made to XXXX but has since been transferred to Mohela which is my servicer for PSLF. This loan is not part of any consolidation loans.
On XX/XX/XXXX, I reached out via Mohela Chat and confirmed that a refund request was made and is waiting to be processed. The agent confirmed my refund request amount of XXXX On XX/XX/XXXX, I contacted Mohela via Chat again and the agent quoted 90 business days from initial request for turn-around-time for refunds and requested that I wait to reach out until that time has passed.
On XX/XX/XXXX ( exceeding 90 business days ), I contacted Mohela again to get an update on refund request. My loan balance has not increased and do not see that a check has been issued for this refund. They said they will re-submit the request.
On XX/XX/XXXX, I contacted Mohela via Chat and the agent informed that they can not see my payment history from XXXX for the loan that I requested a refund on and thus, unable to help with the refund. On my payment tracker for the specific loan, the payments on my loan from XX/XX/XXXX to XX/XX/XXXX are missing. I was told I need to send proof of my prior payments to my old servicer XXXX during the Covid forbearance period.
I am concerned that it took over 5 months for me to learn that they were missing the payment history and thus unable to assist with the refund. If they needed additional information to process the request, they should have alerted me sooner.
However, they were able to confirm with me previously ( during my original request in XXXX and then again in XX/XX/XXXX ) the correct refund request amount which is the total payment I made during the Covid forbearance period for this loan. How were they able to do so without any payment history?
I have uploaded a copy of my payment history from XXXX which serves as proof that I made payments during the Covid forbearance period.
|
| 05/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American |
|
I submitted a Public Service Loan Forgiveness application under the temporary waiver in XX/XX/XXXX, a year and a half ago, after consolidating my loans as instructed. It indicated a little more than 10 years of service that had already happened with the Consumer Financial Protection Bureau, during which time I made monthly payments on my loans ( Ive actually worked XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I was told it might be easier to just submit a certification from them ). My servicer after the consolidation was XXXX XXXX XXXX, and the loan was transferred to MOHELA in XXXX XXXXXXXX. I have heard back and they are counting my qualifying payments going forward, but not giving me credit for the 10 years that I already put in, which they should under the waiver. When I contact them, I get different responses, but the main one is that they need to have the Dept. of Ed. ( XXXX ) update them with the correct crediting, but that never happens. I think my application has fallen through the cracks or an incorrect determination was made, and nobody is looking at it now. I can get no information about the current status of any review, which I don't think is happening, though some MOHELA agents have said so.
I was originally sent, in the normal time frame, a letter saying that I didnt qualify, but I was told to ignore that because the Dept. of Ed. would then review and give me credit, which is what the MOHELA agents also tell me. I have contacted my servicer ( s ) about 10 or 15 times, and Ive submitted a complaint to the Dept. of Ed. twice ( still waiting to hear back from the second ). The response from my first complaint was that I should contact my servicer and they dont respond unless theres a case, which I took to mean I had to sue them (!? ). The general loan forbearance is about to end, and I may soon have to start making payments on a loan that should have been forgiven long ago. I have paid close to {$40000.00} over the years, and I would like to avoid having to continue to pay my student loans into retirement in a couple years.
|
| 11/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
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.
|
| 03/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/XXXX, I submitted my " final '' PSLF application that should have resulted in discharge of my student loans. I have had XXXX of XXXX payments since XXXX XXXX, on XX/XX/XXXX, after no fewer than XXXX phone calls over the last XXXX months, I learned I had to resubmit because of an error. This is after being told previously by Mohela reps that everything was " fine '' and it was just a matter of " time. '' Now, they expect it to be at least another XXXX business days to even process the application, and then another XXXX days to discharge, putting me to at least XX/XX/XXXX before this is over. I asked for an expedited review since they told me previously that my application was good, and was informed they do not do that, even though I've had it done before. Now, my qualifying employer is about to eliminate my position, which is a huge problem considering, to qualify for discharge, I need to be employed there. Mohela has told me " it's fine ; you can leave. We don't call to check. '' I have XXXX different phone calls recorded confirming this, which is legal in my state, and it is indicated in my personal file at Mohela, per XXXX conversation with a rep. However, given the inconsistent advice and, at times, outright lies ( as to not doing expedited reviews ), how can I trust this statement? At this rate, it will take almost a year for me to get my loans forgiven, which is horrific customer service. Had this system operated the way it was intended, I would not be in the terrible position of being about to lose my qualifying job without forgiveness. I fully understand that many people are impatient, but this is a potentially massive problem for me, through no fault of my own, if Mohela does not expedite this review to correct their misinformation shared with me. At this point, the amount of XXXX XXXX XXXX XXXX and XXXX XXXX I've acquired during the last XXXX months in wholly unreasonable, and I simply want this fixed. The financial consequences for me if this is not done are significant and feel like a slap in the face after XXXX years of government and non-profit work.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is my servicer and I have had multiple issues with them with little to no responses. For example a message I sent on XX/XX/XXXX was just responded to today XX/XX/XXXX ... and it did not fully answer my inquiry. Very difficult to get in touch with them by phone also, I do not have time to sit on hold for several hours ... as I have tried in the past. I have not gotten the info requested about the forbearance that I was on- I wanted to make sure that I would still be eligible for PSLF payment counts. I had them remove the forbearance to be safe ... after repeated messages to them they did remove the forbearance, messages which say a 2-3 day response time, are being responded to over 6 weeks later. I also have had wrong payment amounts for the SAVE plan- I was automatically switched to a slightly lower payment of approx {$750.00}. When I ran the numbers, the payment should be between {$400.00} and {$500.00}. I redid the SAVE application and payment was lowered to approx {$610.00}.
Another issue is that I had no notification of the original payment being due, I happened to see it in my online account. The payment was approx {$750.00} and I made the payment on XX/XX/XXXX for {$750.00}. I then noticed when I signed in on XX/XX/XXXX that they said I was past due in the amount of {$17.00} ... .so I made that payment on XX/XX/XXXX. I then saw that I continued to be past due XXXX on XX/XX/XXXX after paying above the minimum payment due. I contacted them on XX/XX/XXXX and still have not gotten a response to my inquiry.
I am also a member of the XXXX XXXXXXXX XXXX XXXX and have been unable to get ANY info from Mohela or Dept of Ed about the status or the amount that will be forgiven/refunded. I do not trust Mohela in this. I am also concerned because they are moving to a new platform... I feel this will cause more issues and also allow them to " have a new excuse '' for their ineptness.
The interest rate shown on my payment info is the highest rate out of all of my loans and I am concerned they are charging that across all of my loans. Numbers don't seem to be adding up.
|
| 05/10/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
Nine ( 9 ) erroneous and/or fictitious tradelines are being reported by XXXX XXXX as being furnished by MOHELA. This complaint is being sent to you in response to a tradeline/credit item that is listed on my XXXX XXXX consumer disclosure sent to me on XX/XX/2023, XX/XX/2023, and XX/XX/2023. This notice is sent pursuant to the Fair Debt Collection Practices Act, Fair Credit Reporting Act, and consumer credit protection of Texas Business & Commerce Code Chapter 20, and debt validation is requested. See Attachment - This is NOT a request for verification or proof of my mailing address, but a request for VALIDATION made pursuant to the above-named Title and Section. I respectfully request your offices provide me with competent evidence that any student loans serviced by your company have been transferred to another and not 100 % paid off through discharge. At this time, I will also inform you that if your offices have reported invalidated information to any of the 3 major credit bureaus XXXX XXXX XXXX XXXX XXXX ), this action might constitute fraud under both Federal and State Laws. Due to this fact, all erroneous, fraudulent, fictitious and/or negative information found on any of my credit reports by your company or the company that you represent constitutes such a violation and legal action has or will be brought against you for the following : Violations of the FCRA Violations of the FDCPA Violations of Texas Business & Commerce Code Defamation of Character Injurious Tort and other damages. Also, during this debt validation period, if any action is taken which could be considered detrimental to any of my credit reports, I will remedy this with any and all legal options. Any listing of any information to a credit reporting repository that could be inaccurate or invalidated should be immediately removed. If your office fails to respond to this debt validation request, all references to this account must be deleted and completely removed from my credit report, and a copy of such deletion request shall be sent to me immediately. Best Regards, XXXX XXXX XXXX XXXX XXXX XXXX
|
| 10/26/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
The Privacy Act of 1974 ( 5 U.S.C. 552a ) outlines the requirement to provide notice to individuals in cases where personal information is being collected. In my case, the authority for collecting my information is 451 et seq. of the Higher Education Act ( HEA ) of 1965, as amended ( 20 U.S.C. 1087a et seq. ), and the authorities for collecting and using my Social Security Number ( SSN ) are 428B ( f ) and 484 ( a ) ( 4 ) of the HEA ( 20 U.S.C. 1078-2 ( f ) and 1091 ( a ) ( 4 ) ), as well as 31 U.S.C. 7701 ( b ). I understand that participating in the William D. Ford Federal Direct Loan ( Direct Loan ) Program and providing my SSN are voluntary, but the requested information, including my SSN, must be provided to participate.
The principal purposes for collecting my information, including my SSN, as stated in the Privacy Act notice, are to verify my identity, determine my eligibility for loans or loan benefits under the Direct Loan Program, service my loan ( s ), and, if necessary, locate me and report on my loan ( s ) in the event of delinquency or default. My SSN is also used as an account identifier and to grant me electronic access to my account information.
Despite having followed the required procedures and submitted my 1099-C ( Cancellation of Debt ) form, I have yet to receive any response or resolution to my concerns. This lack of response and engagement in addressing my issue is causing significant distress and hindrance to my financial well-being. I kindly request that you promptly acknowledge my previous submissions and initiate a resolution process to address the issues at hand.
I believe that my rights under the Privacy Act and other federal and state constitutions are being infringed upon by the continued reporting of my student loan information to credit bureaus. I am eager to work with your office to resolve these concerns in a mutually beneficial manner. Please treat this matter with the utmost urgency and priority, as it affects my personal financial situation and rights.
I look forward to receiving your response at your earliest convenience.
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have asked MOHELA for specific information about a failure to discharge my qualifying student loan several times and have never received answers my specific concerns regarding the substantial delay in discharging my qualifying application.
I would like answers to XXXX ( XXXX ) specific questions : XXXX. I had XXXX of XXXX qualifying payments at the time I submitted my XXXX application and employment certification in XXXX of XXXX with FedLoan - over 15 months ago. I want to know what MOHELA is doing to research the error that appears to have occurred when my application was transferred from XXXX to MOHELA and how they have communicated with XXXX XXXX this failure to review and discharge my loan.
XXXX. As my loan should have been XXXX prior to the end of the COVID forbearance, I would like to apply for a refund of any interest that accrues while I wait for MOHELA and the XXXX to resolve this issue. My state considers student loan forgiveness to be income and the additional balance will be an added financial burden that I should not have to pay. Please provide this information. If an interest refund is not available, I would like a detailed justification of why I should be paying interest on a loan that more than qualified for discharge at the time I submitted my application in XXXX of XXXX.
XXXX. The period of administrative forbearance approved for my loan is only through XX/XX/XXXX. I would like reassurance that administrative forbearance will be automatically extended if this issue has not been resolved by XX/XX/XXXX. Given the time my XXXX application has already been in review, this seems like a more than reasonable request.
I would like a response to each of these specific questions. I will not accept an answer from MOHELA that only repeats their assertion that XXXX is responsible for the final review. MOHELA is the official servicer for XXXX applications and is responsible for addressing any errors or delays in processing applications.
I have attached MOHELA 's Third Party Authorization Form to allow them to communicate with CFPB about my account.
|
| 10/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have been a XXXX employee for over 10 years with one year-long break in XXXX working at a state agency. In XX/XX/2022, I twice faxed my Public Service Loan Forgiveness paperwork to Federal Student Aid per their instruction. Despite having both confirmation sheets that the faxes went through ( note we were not allowed to scan and email the signed PSLF paperwork ), I was told my paperwork was never received.
A few months later, Mohela took over servicing all Public Service Loan Forgiveness applications. I have twice received paperwork stating I am not eligible for PSLF because when I consolidated all of my loans, it appears that I have only made 2 payments total ( despite having made over 120 qualifying payments under President Biden 's loan forgiveness program that allows any type of payment up until XX/XX/2022 ).
In calling Mohela in XXXX, they said my account would be updated by the beginning of XXXX to reflect the accurate number of payments. It is now almost mid XXXX and my account still shows that I am ineligible. Instructions on Mohela send me back to Federal Student Aid to check how many eligible payments I have but when I enter my employer ID, it says I do not have 120 qualifying payments and will not allow me to advance beyond that point ( unless I confirm that I do not have 120 qualifying payments which I refuse to do ).
I have since downloaded my history of loan payments to XXXX and the Department of Education ( XXXX ) in the hopes this will be sufficient 'proof ' but am not sure what else to do. I am in a perpetual loop of being shuffled between these 2 incompetent organizations and fear that if I do not get a lawyer to sort this out, I will not have my XXXX in loans forgiven despite 10+ years working on some of the toughest issues the Department of Defense is facing. I have a XXXX and can not figure out this process despite putting all communications in writing and contacting each organization multiple times. I am out of options and know my loans will resume in a few months. Besides contacting the XXXXXXXX XXXX is there anything else I can do?
|
| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loans were fully forgiven under XXXX in XXXX of 2023. I have all of the documentation and forgiveness letter to confirm this. A few months after being forgiven, I received two checks in the mail, in identical amounts. I found this odd, so I called Mohela, my servicer, and they said they accidentally sent out duplicate refund checks to thousands of PSLF recipients. They told me to keep one check and to return the other, so I did. Then, I noticed a few weeks later my Mohela account, which had been listed as " Forgiven under PSLF '' with NO balance since XXXX, suddenly showed my full loan balance and showed I owed money again. I was absolutely shocked an in hysterics that my loans were somehow reinstated without my permission or even any notice being given to me. This is HIGHLY ILLEGAL. So, I reached out to Mohela for the past several months in an attempt to resolve this issue. I have filed complaints, I have had supervisors " looking into it '' and several different case numbers open. Nothing has been resolved. And, my account went from being XXXXXXXX XXXXt to showing them owing me money to now showing I am in repayment. On XX/XX/2023 I received an email from Mohela saying " congratulations your loans are being forgiven under PSLF '' and that I would be getting a refund in the mail, again, which makes no sense because they were forgiven in XXXX of 2023. Then today I get an email saying I have a payment due in XXXX and my account shows I am in repayment with my original loan balance pre-covid, and no PSLF listed anywhere. I am completely at my wits end and I want my loan closed out completely. I have all documentation to prove this and am so upset I am considering legal aid. Please help resolve this once and for all. I have submitted 18 emails to Mohela and have had hours upon hours of phone calls with no help, no resolve, and I'm afraid my credit will report that this loan that I don't owe is back. I can supply every email I have ever sent Mohela if needed, however they are all readily available on their website as well. Please resolve this as soon as possible.
|
| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I started loan repayment in XXXX of XXXX and am targeting PSLF. With the changes around COVID, I currently have XXXX payments. I have worked for a non-profit or not-for-profit since graduating from medical school in XXXX of XXXX. The " missing '' payments occurred from XXXX. There are 3 distinct time periods that should all be considered separately but, it would be easiest if it were possible to retroactively change the entire time period to a " hardship deferment ''.
1 - I was accepted into a " full time '' online MBA program which started in XXXX of XXXX. However, I did not receive credit for payments for XX/XX/XXXX and XX/XX/XXXX and it is not clear to me why.
2 - from XX/XX/XXXX to XX/XX/XXXX, I was indeed in a " full time '' online MBA program. However, I reached out to my servicer, Navient at the time, and requested to be taken off of deferment due to my ability to pay and my goals for PSLF. The representative at Navient told me that this could not be done and that my " payments '' would still count. Again, I was working for a PSFL eligible employer at this time.
3 - On XX/XX/XXXX ( through XX/XX/XXXX ) I was in a residency program at a non-profit hospital. A hardship forbearance was requested sometime prior to this because my wife and I were struggling to make payments on her loans. However, with the legislation changes, I did not get any credit for the time which was considered a " hardship ''.
As such, I would respectfully request to have the entirety of this period switched to a " hardship forbearance '' and thus eligible to be credited toward PSLF. If that is not possible, despite the misdirection by the servicer Navient, I would request that each time period be considered in its individuality. The timeframe in part 1 has no reason to not be included and its unclear to me why - perhaps an " administrative forbearance ''? The timeframe described in part 3 is a valid reason for " hardship forbearance '' and the servicer simply did not change me over as appropriate for the timeframe.
Thanks in advance for any help you can provide in this area.
|
| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
In early XX/XX/XXXX, an associated told me I could submit a formal letter with instructions about how to handle payments over the minimum payment. The intent was for extra payments to apply directly to principal on my loan balances. I mailed that letter to Mohela around XXXX and it was approved on XX/XX/XXXX. I submitted a large payment to one specific loan using the app on XX/XX/XXXX. That payment was applied first to the interest on my loan, contradicting the instructions in my letter. I called around XX/XX/XXXX and an associate assured me that the letter was still in processing, and once that was complete, the adjustment would be made to move that payment to principal on the specific loan I paid. When I checked my account a few days later on XX/XX/XXXX, an adjustment had been made to move my payment from the specific loan I had paid and had been spread across every loan that I have with Mohela, covering almost entirely interest. Approximately 90 percent of this large payment is now applied to interest across six loans, rather than only principal on the one specific loan I paid. Moreover, the very small portion of my payment that went to principal was moved to a lower-interest loan. I called customer service and was told that written instructions for how to handle payments are not applicable and Mohela will always put payments toward interest first. I pointed out that their website specifically states that written instructions apply first, and the default structure of interest-first payments only applies in absence of written instructions. I also pointed out that three other associates had given me different information. Furthermore, there is nothing to suggest that payments can be moved from the loan that was specifically paid by the borrower to other loans under Mohela 's management and distributed however they please. I believe this is in violation of my rights as a borrower in repayment and that this is dangerous and corrupt practice. I am deeply concerned about my ability to manage my own account or to successfully work with this company to repay my debt.
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I, XXXX XXXX, am applying for the XXXX XXXX XXXX XXXX XXXX and am having great difficulty with obtaining prior old loan servicing history in support of my application to Mohela for XXXX. Like millions of students, my student loan servicers have changed many times and there are poor payment history logs of these and prior servicers have since closed down. I am unable to obtain payment history records from my payments between XXXX in support of my XXXX application as there were multiple loan servicers during this time including XXXX XXXX XXXX which serviced my loan between XX/XX/XXXX until XX/XX/XXXX ; XXXX XX/XX/XXXX until XX/XX/XXXX, and Mohela XX/XX/XXXX until current.
My application has been sent and received by Mohela XX/XX/XXXX. My direct student loans with XXXX have been transferred/consolidated at that time to Mohela as instructed. My loans went into forbearance on XX/XX/XXXX, and were officially transferred to Mohela on XX/XX/XXXX. Payment history from my XXXX loans was not properly credited to my Mohela PSLF application and I have XXXX payments credits for my Mohela application when I should have XXXX payments from between XXXX XXXX Mohela AND another XXXX payments from when loan serviced by XXXX XXXX XXXX and the prior loan servicer before that. XXXX XXXX XXXX is now closed, no phone number and no website. I have called Mohela and XXXX to request prior payment history from my loans that I have been paying for XXXX years. I was able to receive payment history from XXXX for my payments from XX/XX/XXXX until XX/XX/XXXX when they were the loan servicer which I have sent to Mohela but am unable to obtain older student loan payment history in support of my application. This information should automatically be transferred when transferring or consolidating a loan to another servicer. It is beyond frustrating and simply not fair as I have been providing public service to children since XXXX and have been making monthly on time payments on my student loans since XXXX for 15 years while still having over XXXX to pay in student debt. Many thanks for your help.
|
| 09/29/2020 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
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On or about XX/XX/XXXX, I became aware of an increase to my monthly billed amount due from MOHELA from approx $ XXXXmo to approx $ XXXXmo. I called and spoke w/ a representative to inquire as to 1 ) Why my payment increased and 2 ) if I was no longer allowed the deferment I initiated in XXXX under the CARES act. The representative said that payment was due, though I could apply for further deferment with interest to be capitalized. I informed the rep that when I initiated deferment in XXXX, I did so under the verbal instruction from a MOHELA representative that interest would not capitalize, but the loan would be extended an equal number of months as were deferred. The rep said that she could not account for a monthly payment increase of over {$100.00}, but would investigate & get back to me.
Having not had a response, I called again on or about XXXX and asked to speak w/ a supervisor. I spoke w/ XXXX , who informed me that as this is an interest variable loan, it had recently recalculated for the first time since XXXX, and that interest going back to that year had been added on. She went on to say that this recalculation is automated and should be done annually, and for reasons unknown to her this had not been done in 13 years. I asked XXXX if federal lending guidelines allow a lender to back date interest calculations more than a decade and add them to the current balance causing a significant payment increase, she said that she did not know, but would consult her legal team and would do what she could to correct any errant increase to my balance. She further informed that she would email her contact info to me. No email was received by me from XXXX.
On XX/XX/XXXX, I emailed MOHELA asking for the name and contact info for the supervisor Id spoken with, as she had not contacted me. I was given her first name & extension XXXX at XXXX XXXX XXXX.
Shortly thereafter I contacted XXXX, who informed me that she could do nothing about my sudden balance increase of approx 30 % (? I have not seen the actual figures across my MOHELA loans, only the monthly increase ).
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| 11/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Below is an exchange with the company via XXXX XXXX. Following XXXX XXXX I sent a certified letter explaining my situation and asking them to reach out to me. I received a letter dated XX/XX/2022 welcoming me to the company, listing basic information and FAQs about the company, and my loan information. I was on the verge of having my loan forgiven prior to this company taking over my loan and prior to XXXX XXXX announcement and I am concerned that I will need to begin making payments again even though my loan should be XXXX at this point. HOURS waiting for a customer service agent is inexcusable. I do not know anyone who has the time to wait that long to speak with someone.
Via XXXX XXXX : XX/XX/2022, XXXX AM Me- I HAVE BEEN LISTENING TO RECORDINGS FOR XXXX MINUTES!! How do I speak to a live person about my my account?! I tried to create an account online but it said I have already registered. When I clicked the forgot username and password, it said that info in not on file. Also, my account was transferred from XXXX XXXX and you have not reached out to me yet.
XX/XX/2022, XXXXXXXX XXXX MOHELA - XXXX XXXX You will need to speak with us about account specifics as we can't discuss account details here via XXXX Thanks for your patience Me - Can you tell me how to reach someone I can speak with?
MOHELA - After the recordings are done, your call is then placed in a queue and you will be transfered to the next available representative. It can take hours due to the heightened interest in loan forgiveness Me - Hours is not acceptable. If you were not prepared to handle the influx of calls, you should not have taken my loan.
MOHELA - We are prepared, however, with the recent announcements about loan forgiveness, now all borrowers are asking and calling. This has created the large wait times.
Me - Also my problem is with the website its self - I have never registered an account but when I try, it tells me I have but then when I try to retrieve the info it says I havent. Fix this IT issue and I wont need customer service.
XX/XX/2022, XXXX PM MOHELA -Thanks!
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| 09/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loans are currently serviced through MOHELA. Initially I was on REPAYE plan then transferred to SAVE plan with {$0.00} payment based on IDR information submitted XX/XX/XXXX during the pandemic. I logged online to MOHELA account and saw that my {$0.00} payment changed to {$2500.00} with a due date of XX/XX/XXXX within this past week. I have not received any correspondence regarding this payment amount despite emails from FSA stating that servicers must provide at least 21 day notice. After speaking to MOHELA representative, they stated that they sent email correspondence to my email on file on XX/XX/XXXX although this never made it to my inbox. I requested they resend this information so I have it on file but have yet to receive anything. I requested an extension to the due date as I did not receive adequate notice as I tried to resolved the issue with the incorrect amount being due but was told my only option was to enter forbearance. The representative also stated that my current payment amount of {$2500.00} was the amount if I did not re-certify my income as they did not receive any information from my prior servicer XXXX ( previously automatically transferred from XXXX XXXX ). I provided them with information in the form of mail correspondence from EdFinancial dated XX/XX/XXXX reiterating my approval for REPAYE payment plan which was automatically transitioned to SAVE along with the payment of {$0.00} until recertification on XX/XX/XXXX. I also provided the initial copy of my REPAYE IDR application back in XX/XX/XXXX and associated tax returns. Based on the correspondence from my prior servicer my recertification date would not be until XX/XX/XXXX. I am still being pressured to re-certify my income at this time as they stated this would be my only resolution despite FSA stating that borrowers would not have to recertify until 6 months after repayment start at the earliest. They are stating this is the only option as XXXX did not send over the appropriate documents to transfer the IDR plan to MOHELA. I am still awaiting a resolution to the issue.
|
| 09/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am currently part of the Public Service Loan Forgiveness program. As part of that program, I have to submit proof I worked for an eligible non-profit employer during the dates of my loan repayment. Once I have made 120 payments, my loans are forgiven.
I have worked with Mohela for XXXX years to update my eligible payments and employment. I currently have employment from XX/XX/XXXX through XX/XX/XXXX that has been certified and is eligible for the PSLF program. However, those 11 months have failed to be counted- even though Mohela has put, in writing, in XX/XX/XXXX that they know those months should count but that they do not know when the count will be added to my total.
I initially consolidated my loans with Mohela in fall XXXX. I waited another year to have my eligible counts updated after submitted proof of all my eligible employment. I called XX/XX/XXXX to have this issue addressed. At that time Mohela installed a XXXX review on my account ( # XXXX ) to fix the missed payment counts and asked me to call back in 30 days to check the status.
I called back XX/XX/XXXX and Mohela indicated my XXXX review was on hold until XXXX reviewed the dates and added my request to their batch approval.
I called back XX/XX/XXXX. At that time, Mohela installed an additional XXXX review ( # XXXX ) of my account. They initiated XXXX would need to conduct an additional review. in XXXX XXXX XXXX Mohela also sent me a message, in writing, that they know my payments for the months of XXXX should count but they were waiting on XXXX to update their system.
As of XX/XX/XXXX no forward progress has been made. I have submitted an additional employer certification form to provide proof of eligible employment and have asked that my account be placed in administrative forbearance until these months are added to my total. The missing months will push my account over the XXXX payments required for forgiveness.
Payments resume in the next few weeks and I have waited for a resolution to this for over 2 years. I need additional assistance in making sure this is addressed asap.
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| 04/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Timeline for PSLF : XX/XX/XXXX - submitted my final employment certification form for public service loan forgiveness as I made my XXXX payment in the month of XXXX. This was sent to XXXX.
XX/XX/XXXX XXXX notification from XXXX that I made XXXX qualifying payment for PSLF.
XX/XX/XXXX XXXXtransferred to MOHELA as my loan servicer and was instructed that the transfer to a new servicer would not impact the timeline for forgiveness.
As of this date ( XX/XX/XXXX ) - I have not received student loan discharge/forgiveness. I have any communication about discharge/forgiveness. I have received no communication at all about anything. I have called MOHELA multiple times asking them to verify that the process is moving along but then have never been able to verify this. At first, MOHELA said " you should hear something by the end of XXXX. I called in XXXX and informed them I've seen zero communication. They said I should hear something by XXXX at the latest. I called in XXXX, again due to zero communication. Now they don't give me a timeline. They say call the Department of Education. I call the Dept. of Educaiton which leads me right back to MOHELA. According to my " federal student aid '' website, it has showed XXXX payments for several months. MOHELA 's website has showed XXXX payments for several months ( since early XXXX ). Why is MOHELA not moving this process along as they should? No one from MOHELA will answer this question. I've spend countless hours of my life on hold to reach out to them for answer and/or written verification and they've refused every attempt.
Now it is XXXX, and I've heard nothing and they still can't tell me anything when I call about the issue. Other individuals on PSLF submitted their PSLF months after I did and have already received forgiveness. I have submit an employment certification form every year as instructed and I consolidated all of my loans into a XXXX XXXX in XXXX. I've done everything by the book.
The only document I can upload is a screenshot of my MOHELA online account because I have received no communication at all.
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| 12/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Complaint Regarding Mohela Student Loan Servicing Dear Sir/Madam, I am writing to file a formal complaint regarding issues I have encountered with my student loan account serviced by Mohela. I have experienced multiple discrepancies in due dates, repayment amounts, and erroneous charges during periods of forbearance.
I requested to be on administrative forbearance from MOHELA Today XX/XX/XXXX I called a representative for assistance. representative started by saying that I have a balance due. I replied by telling her that I have messages in my mohela account to confirm that that is wrong and that I am in forbearance. the rep then acknowledges the message I received which confirms my delinquency forbearance beginning XX/XX/XXXX and ending XXXX and a processing forbearance beginning XXXX and ending XXXX Throughout the month of XXXX XXXX XXXX Ive been receiving updates making me aware that I have a missed payment for XXXX and a current payment due of XXXX totaling XXXX. Then After being on hold for some time the representative agrees that something isnt right and proceeds to tell me she will incline it to her supervisor because she herself agreed that there is a discrepancy and she understands why I would be concerned. After a full two hours of waiting and her taking me on and off of hold to see if Im still there I was hung up on. My account shows discrepancies on due dates, amounts owed, etc. I cant help but feel MOHELA is an unreliable and unhelpful loan servicer.
Despite multiple attempts to address these issues through Mohela 's customer service, the problems persist, causing undue stress which may turn into a financial burden if left unresolved.I have adhered to the terms of my loan agreement, but the inconsistencies in billing and charging practices by Mohela have made it challenging to manage my student loan responsibly.
I respectfully request your intervention and investigation into this matter to rectify the discrepancies and ensure fair and accurate servicing of my student loan. Your prompt attention to this issue would be greatly appreciated.
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| 11/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I hope this message finds you well. I am writing to bring to your attention an issue I have encountered with my student loan account. Currently enrolled in the Save plan, I was surprised to discover that I had been automatically signed up for deferment without my knowledge or consent. Despite being on the Save plan with a zero payment, I noticed that interest is accruing daily on my total loan amount. This situation is perplexing to me, as my understanding is that the Save plan should waive it once the scheduled payment is done. I urgently seek clarification on this matter, as the interest on my account has been steadily increasing. I previously called and spoke to Mohela staff, but unfortunately, their responses were contradictory. One representative mentioned that the increased interest is due to existing interest and that that is only happening on that, citing a figure of {$360.00}, while another suggested it was because of deferment, which I explicitly did not request. I requested to remove that, and she said it would be 5 to 7 days, but the other person said 30 to 45 days. I find it alarming that the interest has risen from XXXX to XXXX in just one month, a rate that seems implausible even with a 10 percent interest rate ( my interest rate is 5.05 % ). I am concerned and would like to request an explanation for this discrepancy. Furthermore, despite my attempts to address this issue through phone calls again, I have been unsuccessful in reaching Mohela customer service. After being on hold for an hour, I was unable to connect with a representative. I request their prompt attention to this matter, an explanation for the unexpected deferment, and clarification on the daily interest accrual. I would also like to be answered in written format, as the customer service staff gave me misinformation. Additionally, I would appreciate your assistance in waiving the accrued interest, as I did not request nor authorize the deferment. Thank you for your immediate attention to this urgent matter. I look forward to your prompt response and resolution. Sincerely, XXXX
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| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I applied for the PSLF waiver before the deadline in XXXX. I then sent in all of my PSLF documentation. This was eventually processed and my payment counter was updated to well over XXXX eligible payments on my existing consolidation loan, most of which are also qualifying, so I am very close to 10 years of completed payments. Please note that they had a different qualifying payment count on the two parts of my sub/unsub consolidation loan which was incorrect because a sub/unsub consolidation is one loan and the count should have been aligned on both parts. They also had missed a couple of months that should have been added to the count.
Neither of those two issues matter as much now because I had one loan that had been left out of the consolidation that did not get the full payment count. Therefore, I worked with MOHELA to determine if the same payment counts would apply if I reconsolidated to add the missed loan ( because I had applied for the waiver by the deadline ). I was reassured by multiple people at MOHELA that it would. I also found documentation online that it would. My consolidation was finished in early XX/XX/XXXX. My account now reflects just 5 eligible payments. I have called and messaged MOHELA repeatedly for the past 5+ months only to be ignored or told a different story every time I call. I was told that this fall they would update the counter. Then via messaging they said my issue was resolved ( it is not ). The waiver was already approved and processed previously, so all they have to do is update my payment counter to match what I had before and add the months since consolidation. I have attached the documentation MOHELA previously posted online that indicated if consolidating by the end of XXXX, I would still get the payment count benefit ( 4th bullet point ). I have attached the message from MOHELA just after my consolidation reassuring me that I would get the payment counter update to match what I had before. And I have attached a screen print of what my qualifying payment counter looked like just before that consolidation happened.
|
| 07/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Last year I sent a question to MOHELA about PSLF. They waited months, then messaged back to say something to the effect of, " It looks like we haven't answered your question. If you still need an answer, please resubmit it. '' That's totally unacceptable, but I'm even more frustrated now.
They have alerts all over telling us to sign up for the REPAYE plan because it automatically transitions into the SAVE plan, so I submitted my application, and now I got a message telling me to log in to view a letter. So I log in, and it says my request to sign up for the REPAYE/SAVE plan was denied, because I need to upload documentation. But the problem is they didn't tell me what documentation to upload, they just said I need to contact them to find out. So I tried contacting them, and it turns out they aren't available outside of standard work hours on the west coast where I live ( Washington State ).
I don't have a choice who services my loans if I want to qualify for PSLF. MOHELA has been assigned. But they are woefully ( I would argue, intentionally ) understaffed, and give you the runaround every single time you try to have even the most basic of questions answered. This has to improve. If you want people to make payments on loans, then stop making it so hard to make payments on loans.
I'm submitting this to the CFPB because I don't know who else to turn to. I'm trapped into a relationship with this terrible company, and I have no recourse for when they choose to either A ) not answer my questions at all or B ) supply me with intentionally opaque information about what they need from me to proceed.
Please do something about this. I have loans through the government. The government chose MOHELA. The government can hold MOHELA accountable. I can not hold them accountable. Please do something. I've wasted countless hours trying to work with them, and it's just not fair to anyone to have to put up with their evasive policies and practices. PLEASE HELP. I'm at my wit 's end, and I'm certain there are millions more out there in my exact situation. PLEASE HELP.
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| 05/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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XXXX XXXX XXXX XX/XX/XXXX Address address XXXX XXXX XXXX XXXX XXXX XXXX until XX/XX/XXXX Mohela XX/XX/XXXX Loan # XXXX Loan # XXXX XXXX XXXX XXXX requesting refund for loan paid off to XXXX XXXX XXXXx My name is XXXX XXXX , I became aware of the Lawsuit against XXXX XXXX XXXX XXXX XXXX XXXX in the summer of XXXX. At that point I had paid off the lesser loan with the XXXX It was somewhere around {$2000.00}.
I have filed w/ the Dept of edu ( XXXX XXXX to repayment ) in XXXX of XXXX, At that point, one of the XXXX XXXX XXXX loans had been paid off in the amount of XXXX This was a XXXX Loan.
In addition, and in addition I was approved under PSLF finally in XXXX of XXXX According to Mohela , and the PSLF department I hit the 120 day count in XXXX XXXX XXXX
However according to that department, I would not receive a refund for the paid of XXXX XXXX XXXX loan, because it was paid in full in XXXX.- I also as to date have not had my credit bureau corrected with XXXX, XXXX or XXXX in accordance with the settlement.
I have called XXXX, MOHELA, XXXX XXXX, and everyone I can think of to get this straightened out.
Per the XXXX XXXX XXXXXXXX Settlement, any funds paid to these loans that existed would be refunded, So, therefore even though the loans I had in total were forgiven under the PSLF program, the date that those met the standard was XX/XX/XXXX. Any funds toward XXXX XXXX XXXXXXXX paid prior to that should be refunded.
Here is an excerpt from that letter.
provide a refund for any payments made to the Department of Education on your Relevant Federal Student Loan ( s ), including Relevant Federal Student Loan debt that you previously paid off ; and delete the credit report tradeline associated with the discharged loan ( s ).
I recently checked my credit reports, which still show derogatory reporting in XXXX another condition of this settlement.
I have contacted XXXX, Mohela, XXXX XXXX to repayment with no resolution. Please advise what if any steps need to be taken to receive this refund.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX XXXX
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am trying to pay my loan faster than the minimum required as a way to pay less interest over the life of the loan. Rather than applying my payments over and beyond the minimum due to principal, Mohela has applied multiple of my payments to cover the next month 's payments ( including interest ). This negates the benefit of paying additional money for the purpose of lowering the principal and thus interest. Despite multiple calls, online requests, and emails, they keep applying payments to future month 's rather than reducing the overall principal as a means to reduce overall interest accrued on the loan.
Additionally, Mohela put my account into a forbearance status WITHOUT my requesting to do so. On XX/XX/27 when they were supposed to withdraw {$210.00} from my account per my monthly withdrawal schedule, they instead put my account into forbearance AND continue to charge daily interest on the account. This is costing me additional money as not only would they not accept my scheduled monthly payment to lower the principal balance and overall interest, they are now charging me MORE interest on a higher principal balance since they wouldn't accept my monthly payment. When I called Mohela about this, the representative advised this has been a common system error with Monhela and that many accounts have been put into forbearance by this error. He advised interest would continue to accrue and there was nothing he could do to stop that. He then advised it would take Mohela several weeks to fix the error and restart my monthly payments ( all the while, my loan balance increases due to continuing accrued interest ). I then attempted to make a {$100.00} payment on my loan balances, but they once again applied that to a next month 's payment -including interest.
I'm requesting they start collecting my monthly payments ( including additional principal payments ) and take my account out of this unrequested forbearance. Additionally, since the forbearance was caused by their error, I want them refund any interest that accrues on my account during this time.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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For MOHELA- I was proactive and applied for IDR before the start of repayment in XXXX ( XXXX XXXX? ), and also resubmitted when I was told that they couldn't accept the new IDR because I was not due, when I was, and the old plan expired in XXXX of XXXX. I reapplied for IDR in XXXX and told that it would be processed by the late-middle of XXXX, XXXX, but then received notification ( on XXXX ) that it would be up to 90 days for the IDR to be processed. I am also in the PSLF repayment, and was told twice ( once in XXXX and once in XXXX ) that they were going to count the days in the future, but then when I called to find out why I was put on a LEVEL plan, they said that the PSLF certification form was put in denied status. At that point, the service rep put in back as active, and helped me to resubmit an IDR request at that time. I got a bunch of notifications that I was still in the LEVEL plan and when I called back, they said yes, I was in the LEVEL plan, and that I needed to make a payment in XXXX, to a new date that I didn't request. I had requested back in XXXX for a payment date change to the XXXX of the month, but that was never looked at by the company. When I called XX/XX/XXXX, they reprocessed the date to the XXXX of each month, but didn't notify me at all that it had already been done ( why wasn't it processed automatically in XXXX? ). They also had told me that while they were processing my IDR, they would put me an administrative forbearance, but that didn't happen. Nothing is processing, NONE OF ANYTHING is being counted to my PSLF, which I need XXXX more payments to complete, and today ( XXXX ) they said that they'd put me in a processing forbearance, but that hasn't happened, either. I asked multiple times for a detailed summary of what we discussed during my calls but they refuse to do so. So now I don't even know where anything is, what I am supposed to do, other than watch for the next email to say what ever it is that they are doing with my account. Each time I call, it gets worse, not only the information, but the customer service.
|
| 01/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My original federal student loan servicer was XXXX XXXX and I continued payments during the XXXX loan payment pause that began in XX/XX/XXXX. My loans were transferred to XXXX in XX/XX/XXXX after I applied for the XXXX XXXX XXXX XXXX ( PSLF ) program. I requested a refund of all of the payments made during the loan payment pause via an online form on the XXXX website on XX/XX/XXXX. My loans were transferred to MOHELA on XX/XX/XXXX after XXXX ended federal loan servicing. I requested a status update from XXXX on XX/XX/XXXX ; however, I received no updates. I called MOHELA on XX/XX/XXXX to check the status of my refund request ; however, I was unable to reach a customer service representative after being on hold for over an hour. I called MOHELA on XX/XX/XXXX to check the status of my refund and I was on hold for XXXX and a half hours. The customer service representative informed me there was no record of the refund request I previously made with XXXX, so I made another request for my student loan payments. The customer service representative informed me I would receive my refund in approximately 60 days ( did not specify business days ). It is XX/XX/XXXX ( XXXX business days later or XXXX calendar days later ) and I have not received any updates or my refund. I have been patient due to the rapid changes and high call volumes ; however, it has now been over XXXX months since I originally submitted my refund request to XXXX. It is extremely difficult to speak to a customer service representative due to the XXXX hour wait times, automatic hang-ups, and the automated phone tree. I understand the State of Missouri is challenging the Biden-Harris Administrations Student Debt Relief Plan that claims it will cause MOHELA financial XXXX. The absolute lack of updates, unacceptably slow processing times, and inability to speak with MOHELA customer service suggests MOHELA is failing to provide service to borrowers and is instead acting in the interest of the State. Due to the awful response, I will also be submitting a complaint to the Department of Education.
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| 12/05/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
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Web |
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To Whom It May Concern, I recently reviewed my credit profile and noticed quite a few inaccuracies, falsifications, incomplete information, as well as accounts that are Un-Verified and more. According to the Fair Credit Reporting Act, Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all of the information that is inaccurate, incomplete, or which can not be verified.
It is also my understanding that Under the FCRA 15 U.S.C 1681i, every single one even each any or all of the unproven, non-compliant, incomplete, untrue, incorrect, and or unverified aspects of any alleged derogatory accounts must be promptly negated in its entirety or the alleged accounts are to be completely deleted.
The FOLLOWING derogatory accounts allegations are either UNTRUE, UNVERIFIED, INCORRECT, INCOMPLETE, UNTIMELY, NOT MINE, NOT MY RESPONSIBILITY, or otherwise NOT PROVEN COMPLIANT to regulatory federal reporting laws and or standards and MUST be removed immediate The infractions are as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Not only is it illegal for a 3rd party collection agency to even reach out to me to pay an old debt, the information is 100 % false! - inaccurate. I never gave anyone my written consent for anything.i DONT NOT OWE THEM!! NOT ONLY THAT WHY ARE CLOSE ACCOUNTS STILLS HOWING UP? I have no clue who that is. I WASNT EVEN IN SCHOOL ANY OF THOSE YEARS. I DEMAND YOU ALL TO DELETE THAT.
I am demanding that both of these accounts be updated to paid as agreed and Never Late By the provisions of the Fair Credit Reporting Act and per the standards of reporting compliance implemented with the CRSA enacted CDIA Metro 2 COMPLIACE regulations, I demand that these above mentioned derogatory items be investigated and permanently removed from my report.
My name is wrong!!!!! I also want to know where the fake names originated from. That is a lot of violations. There are XXXX name violations that are inaccurate as well!!!! No
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I applied for a payment plan with Mohela. They automatically enrolled me in the SAVE plan, to pay {$0.00} a month. Though I appreciate this opportunity. This is not what I asked for. In order to purchase a home, I can not have a {$0.00} student loan payment. I then applied for an IBR plan, to pay about {$170.00} a month. I was told that it would take about 2 weeks for approval. After 2 weeks, I called again and was told that it was processing, but could be denied because the SAVE plan was more beneficial for me. I explained the situation, she notated the account, and said that I should not have a problem. " By the end of this week, it will be approved. '' The Monday of the next week, I called and was told that, due to multiple accounts going into repayment, it will take longer than normal. By this time, I am crying on the phone. The seller of the home I wanted is getting impatient and my original closing date has passed. I was forwarded to a supervisor. The nice lady was sympathetic and asked me, " Did anyone give you the option of your application being expedited? '' I expressed that I asked, but was not given this option. She informed me that she would send an email, to expedite this request and noted the reason. She informed me that it will now take 2-3 days. I asked was this certain, as I needed to report to my realtor and seller. She was confident. Well, 3 days went by and my application was still processing. I then called and asked for a timeline/follow up and this representative was extremely rude. He stated, " You application can not be processed. We are not going to randomly chose your application out of thousands to expedite. I am furious to say the least! The seller has officially terminated my contract, due to failing to provide documentation from Mohela, according to the timelines Mohela has given me. I have lost money on appraisals, inspections, etc. I can not believe I lost this home, due to a piece of paper. I am hurt. I am clueless as to what I can do to simply get a payment plan. I have never experienced anything like this.
|
| 12/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I applied for the save/repaye program before payments were about to begin. I was informed that while my app was processing, I would be put in administrative forebearance. Then I receive a statement showing I would owe {$780.00} for XXXX, which was {$500.00} more than the repaye/save quoted me. I checked the status of my application and it said it was still being processed. So I didnt understand why I would owe the old payment amount and need to start paying when the application hadnt been processed. I sent XXXX separate messages to Mohela after way too many attempts to try to call but the wait times are outrageous and I work full time with XXXX kids under XXXX. I also messaged studentaid.gov and am awaiting a response.
I check my bank account today because I tried to use it for gas and it was declined! and I see theres a withdrawal of the {$780.00} from my account for a loan payment! I never authorized this payment! It put my account in the negative, right before XXXX and needed expenses like groceries and last minute gifts. Thats the worst and most stressful. I called my bank and asked if they could stop it because I didnt authorize that payment amount and they did but would charge me {$30.00} AND my account will continue to reflect negative until Tuesday XX/XX/26- talk about the worst.
I need help and need people to hold Mohela accountable. This is unacceptable and I deserve better. all of us borrower deserve better and I know Im not the only one. I should be in admin forebearance until they figure their stuff out and process my app. I cant be expected to pay an incorrect amount when its not feasible for my family and the need we have. Please help. Thank you.
What XXXX even more is Ive worked for XXXX XXXX XXXX XXXX XXXX for over 12 years in XXXX XXXX and I cant get forgiveness because back then, XXXX loan companies lied to me and gave me incorrect info. This is all terrible way of handling borrowers livelihoods who are trying to work. Support their families and live a decent life. Im nowhere near rich and need help and advocacy.
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| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My ex wife and I have a consolidated spousal loan from XXXX. We applied for forgiveness in XXXX after meeting the 156 monthly payment threshold. We met all the original criteria and did not need the waiver to qualify. We applied and in XXXX of XXXX my portion of the loan was forgiven. However, another XXXX of my ex wife 's portion remains. The information provided by our prior servicer XXXX was lost in the transfer to Mohela so in XXXX of XXXX we submitted the entire package again to verify my ex-wife 's XXXX since XXXX. Not long after that her employment dates were finally qualified per Mohela the roller coaster ride started. Mohela then told us contradictory information about where our loan was in review. Twice we were told they were complete with the review and her time and our 156 payments met the criteria to forgive the remaining balance. They said they had sent our file to Federal Student Aid for final review. When I inquired with FSA this summer they told me Mohela still had our file. In XXXX we received a response regarding a complaint we filed with XXXX XXXX 's office that Mohela didn't understand why we were applying for PSLF when our loan had been paid off in XXXX. I had to correct them and say no-our loan was consolidated that year. Most recently in a subsequent complaint to XXXX 's XXXX 's office Mohela claimed in their written response which was 95 % form letter and 5 % information unrelated to our needs that they hadn't sent the file to FSA for final review and that they were still reviewing it. I hope it's understandable why we are filing a complaint again about this arcane and inept process for public servants. Now I'm trying to get a mortgage and this XXXX balance is impacting my rate for the loan even though the remaining balance is for my ex-wife. There seems to be no consequences for this poor service by a government contractor let alone their feeble ability to manage our student loan file. I have no hope at at this point after 15 of years of fighting five different servicers over this program. Can you help us?
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| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for Public Service Loan Forgiveness through the Temporary Expanded PSLF limited waiver after consolidating my current loans to fit the then temporary criteria for loan forgiveness. My application was approved and my Perkins loans consolidated under the new Consolidated loan. That was XX/XX/XXXX. I have had my counts towards loan forgiveness tracked and MOHELA shows 122 payments. I know that 120 payments qualifies me for the loan forgiveness, however I have reached out on 5 occasions asking the count be corrected as my total count should be around 187 total payments. MOHELA customer service staff do not seem to understand what I am asking them. I explained that I began paying loans back since before the PSLF program started and that my loans repaid since XX/XX/XXXX to my last verified employment for the PSLF should be counted. MOHELA continues to only count dates starting in XX/XX/XXXX to current date as my qualifying payments. That is partly incorrect. My qualifying payments have been since XX/XX/XXXX when the PSLF program began. I have overpaid by 5 years under the new temporary rules of the temporary PSLF program. I explained that I have been paying my loans back while working for this same qualified employer since XXXX. I would like my count to reflect the date starting in XXXX not XXXX. I have asked MOHELA to update several times. I sent proof from my old student loan lender XXXX showing my payment history. I have called MOHELA several times only to be told inaccurate statements. I told the customer service people to put me in touch with whom handles the count and they have no information on who handles count they say. They just keep saying the count is being reviewed but I don't see any changes nor has anyone been able to give me reassurance that my count will be adjusted. Though I have far exceeded the qualifying number for 120 payments I do push to have my total count be reflected accurately in the event that the Department of Education have the funding to credit and reimburse any overpayments that I have made.
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| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Copied : MOHELA, XXXX XXXX, Consolidation, and Administrative Forbearance XXXX XXXX XXXX Sun XX/XX/2023 XXXX PM Hello, In the last few months, I've been trying to get MOHELA to apply the XXXX plan to my account. I initially submitted a request on XXXX and was approved. I then consolidated my loans the next week and submitted the XXXX application alongside it. MOHELA marked the XXXX application as a duplicate form. I noticed this midway through XXXX and despite calling them was not able to get them to re-review the application. With interest resuming the next week, I was now on the level payment plan when I should have been paying {$0.00} with covered interest on the XXXX plan per forms I submitted to MOHELA months prior. At this point, I wasn't worried as the dept of education assured us that any applications for XXXX submitted by the end of XXXX would be in effect by repayment. Unfortunately, this does not appear to be the case.
Today I was informed by MOHELA that my account was placed on " Administrative Forbearance ''. This, to me, indicates that they are incapable of meeting this deadline. MOHELA 's failure is going to cost me both money in the accrued interest that would have been covered and months towards XXXX XXXX. I don't understand how it is acceptable for the servicers to not fulfill their end of the bargain.
I have found others on social media that have had similar experiences with forbearance and IDR applications. It appears that it is less of a mistake and more of a policy to not process these forms.
I would appreciate action to either enforce MOHELA 's contract or, barring that, for these months to count as if they were normal XXXX months for interest and forgiveness tracking. I can be reached at this email or at ( XXXX ) XXXX.
Best, XXXX XXXX : XXXX : Documents Received page XXXX : Approved XXXX application dated XX/XX/2023 XXXX : Repayment Schedule and Disclosure dated XX/XX/2023 XXXX : Administrative Forbearance dated XX/XX/2023 ( received XX/XX/2023 ) XXXX : Application for XXXX dated XX/XX/2023
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| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I consolidated my loans to work towards PSLF and they were transferred to MOHELA on XX/XX/XXXX. I received two separate notices from MOHELA on XX/XX/XXXX both claiming that my employers had not provided signatures or that the signatures were not in the proper form. In their communication, MOHELA did not identify which employers were the cause of the issue or what the proper signature format entailed but nonetheless directed me to go to my employers, obtain the proper signatures in the proper format, and resubmit.
However, I had already checked on the possibility of PSLF with my old serviced ( FedLoan ) and the missing/improper signature was already a known issue for at least one employer. Thus, when I consolidated and resubmitted the PSLF paperwork I ticked the box indicating that I would have difficulty getting signatures/my employer would refuse to certify. This put the responsibility of obtaining the signature in the proper format on MOHELA. To my knowledge, MOHELA has not called any of my employers or requested any corroborating information ( paystubs, W2s, etc. ).
I would also like to add that it has taken MOHELA nearly nine months to even get this far ( a total of 272 days ). The process of checking for a wet-ink signature or appropriately formatted e-signature should only take a matter of seconds, even if done by hand and not using an automated system. Tracking down employers and getting them to submit proper signatures could take more time, but nothing anywhere near nine months. It is unclear if MOHELA did contact the employers but, assuming they did and the employers still did not submit a proper signature, that further implicates MOHELA in failing to follow Department of Education procedures for servicers of student loans. Borrowers should not be responsible for MOHELA 's failure to clearly communicate, nor should borrowers be expected to have any leverage over employers than MOHELA does. Indeed, because adverse interactions with HR can jeopardize further employment, borrowers have arguably much less leverage.
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| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA took over my loans ( after that last shady XXXX XXXX or whatever ended their contract- i did not get to pick MOHELA ) and despite me getting approved for standard repayment for an amount of XXXX ( that i am not struggling to afford. am not. NOT being the operative word. i CAN afford my payments ) and they six weeks later still have me paying graduated payment amount since XXXX. I asked them to distribute my payments at the suggestion of your organization using the same template to ask them to distribute extra payment to principal of highest interest, etc. Then i had a payent taken out with auto debit at XXXX ( again, i want it to be XXXX ) so eventually i call on XX/XX/XXXX or XX/XX/XXXX, spend an hour on the phone with MOHELA explaining that i want to give them more money, dept of ed said yes you can give us more money totaling XXXX/month. MOHELA said they need to " process this '' meanwhile interest is accruing becaue i cant pay down my prinicpal because i cant get the standard amount, and if i pay extra by just increasing the payment it's still just paying me ahead ( i'm ahead to XXXX XXXX XXXX despite my request to apply payments a certain way on XX/XX/XXXX. now today, XX/XX/XXXX, i get an email that my IDR plan request was submitted. BY WHOM?! not me!! i am not struggling, i will not be able to take advangage of PSLF, WHY WOULD THEY DO THAT. also, they put me into administrative forebearance for the next three weeks. why????? " Processing '' WHAT IS PROCESSING THE THING I NEVER ASKED FOR? now becasue of this an auto payment wont be pulled, interest will compound, and now they make more money off of me. because " processing '', XXXX and they know it. i literally have the money and they dont want it because they'll make less over the length of my loan. i will put myself through the poor house for the nexet two years to make sure they never get an extra XXXX out of me. i want them to lose money on me since i call them so much they need to hire another custolmer service agent. two can play at wasting my money!
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| 12/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX I received a letter from MOHELA indicating that I had made XXXX PSLF qualifying payments.
On XX/XX/XXXX I received a letter saying my student loan had been forgiven under the XXXX program.
On XX/XX/XXXX I called MOHELA asking about if the XXXX extra payments were eligible for a refund. XXXX indicated that any payments made after XX/XX/XXXX would be reimbursed from the Department of Treasury. She indicated it could take up to 90 days to receive a refund.
On XX/XX/XXXX I called MOHELA to check on the status of the refund. After hours of waiting and XXXX disconnections, a supervisor named XXXX advised me that there had been a mistake in processing and I was due a refund but it had not yet been processed by the Department of Treasury. She said she would ask for the process to be expedited since it had already been such a long time.
I received a call from XXXX indicating that my refund was approved by the Department of Treasury on XX/XX/XXXX. The refund could take up to 90 days.
On XX/XX/XXXX I called MOHELA to check on the status of the refund. I was told that I was due a refund of {$10000.00} and I needed to give it at least 90 days from the date of approval.
On XX/XX/XXXX I called MOHELA to check on the status of the refund and I was told it had not yet been processed by the Department of Treasury and to continue waiting. The customer service representative confirmed the refund in the amount of {$10.00}, XXXX.
It is now XX/XX/XXXX and I have not received a refund. I have spent no less that XXXX hours on the phone with MOHELA. I have asked for written documentation that I am entitled a refund, and they refused. I asked for some form of communication from MOHELA when the refund has been processed and they have never communicated with me. I have asked to speak to numerous supervisors or for a number I can call at the Department of Treasury and they said they were unable to do that. The only thing I have every been told is to keep waiting. It has been almost a year since my loans were forgiven.
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| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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.
|
| 11/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
|
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Issue XXXX : I am awaiting a refund i requested on XXXX XXXX from MOHELA for all student loan payments made since XX/XX/XXXX. That is 77 days ago as of today to give me back about XXXX in payments, which is unacceptable.
Issue XXXX : I have been in federal service since XXXX and have 138 qualifying payments under PSLF, verified by XXXX, my prior servicer, in early XXXX, yet I am STILL awaiting final review for the limited waiver to add 19 more payments to my total. And of course Im still awaiting forgiveness of my loans.
My loans should never have been transferred to MOHELA yet here we are. They were transferred in early XXXX despite XXXX telling me i had made more payments than needed for loan forgiveness and i should have been processed by the dept of ed for forgiveness.
Now i sit and wait. Every time i call MOHELA it takes at least two hours to talk to a human about my status. Once i get that far theyre completely lacking in actual information about what is going on. That usually leads them to transfer me to a supervisor to wait for hours more on hold without ever getting someone who knows what is going on or that can help me. The fact that they continue to get paid by the federal govt to service loans that should have been forgiven in XXXX is unbelievable and a waste of taxpayer dollars. Properly staff the call center if you anticipate high call volumes. Be competent. This is XXXX, get it together.
After 4 hours on the phone with MOHELA two weeks ago they finally informed me my loans were sent direct to discharge by them to dept of ed. as of XXXX XXXX. Can i even trust that this has happened? All i have is a verbal from them, no actual correspondence. How is this acceptable?
When will i get my covid refund? When will the limited waiver be applied to add 19 more payments to my total? When will my loans be forgiven? When will i get my second refund for the 19 extra payments i made per the limited waiver rules?
These folks owe myself and others competent and timely assistance. Im not seeing it so far.
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| 07/20/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have my student loans serviced through MOHELA from a consolidation in XX/XX/XXXX. In XX/XX/XXXXXXXX I started receiving alerts from all three credit bureaus regarding my credit score plummeting and a high debt ratio. Upon checking all three bureaus it was revealed that MOHELA had reported my {$69000.00} account twice. I have only one account with MOHELA. I put disputes in to the bureaus and notified MOHELA. By mid XXXX I called MOHELA again and was informed by the Resolutions Department that matter would be handled at the end of the month around XX/XX/XXXX stating the one account would be " taken off " or put as " paid in full '' because that is when they report to the credit bureaus. I waited until XX/XX/XXXX and checked with nothing changing on my reports I contacted MOHELA again. The Resolution Department Representative looked into the matter and explained that they only had one account, but when I told the rep that the accounts had different numbers with the same balances she looked again. She then said that one of the accounts was the initial consolidation loan and it should report as {$0.00}. I told her it says that, but it says '' paid as agree '' making an open account. The rep placed me on hold and then returned stating that everything is good on their end and to check with the credit bureaus on Monday. I kept my composure on the matter that is completely unacceptable although I am completely upset.
MOHELA refuses to contact the credit bureaus and rectify the matter correcting their reporting error. Pure laziness. MOHELA seems to be racking up loans to collect interest for XXXX reinstatement since the Department of Education suggest to that many borrowers refinance to qualify for forgiveness in XXXX. They are greedy and will ruin your credit in order to keep ghost accounts to have active accounts to collect interest in XXXX. Consolidating with them has been the worst decision I have ever made. MOHELA is terrible and will damage your credit never correcting the wrong they have done. Borrowers beware.
|
| 04/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XX/XX/2022 I submitted my TEPSLF application with ECF forms. It has been almost a complete 365 days and I still have not received any counts on my application for my direct loans. I received a letter in XX/XX/2022 that my application and forms were received. Since XX/XX/2022 I have spent on average 5 hours a night, once a week, calling Mohela. A month ago I spent over 5 hours a day daily for a week during a vacation week. Often it would take several hours just to wait to speak with someone. My child has seen me cry tears frequently in dealing with this extremely stressful situation as I have to call during my time with him after long clinic days. Despite it being stated that processing and counts are to be given by Mohela in 90 days from submission of the application, I have not received a count still. I have been told that there was a request by Mohela to transfer my loans from XXXX in XXXX, XXXX, XXXX, and again in XXXX. However in XXXX I found out from a supervisor of supervisors, the third one I had finally spoken to, that actually Mohela had never actually sent the requests outside of Mohela, so XXXX had never been asked to transfer the loans. Now the loans have been transferred about 3 weeks ago, but still there are no counts. I am beyond the 120 payment count, by my count and my advisors counts above 150.
Thus I am requesting help from CFPB to have Mohela provide my counts in the next 10 days, and finalize what Mohela needs to do for my loan forgiveness in the next 20 days.
I am a child and adolescent psychiatrist, in the midst of a national emergency in childrens mental health, I worked through the pandemic seeing children on XXXX. I am a first generation physician. I have dedicated myself to serving the underserved pediatric population of our country, and our lawmakers have set up laws to help pay off the rest of my loans. My private loan servicer has not upheld its responsibility to handle my TEPSLF application in a professional timely fashion. Instead of 90 days, it has been almost 365 days.
|
| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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As part of temporary public student loan forgiveness ( tpslf ), loan companies are supposed to count qualifying payments on XXXX loans prior to consolidation and XXXX forgiveness when XXXX qualifying payments are reached. I consolidated to XXXX loans in XXXX and applied for XXXX in XXXX of XXXX. My qualifying payment count under the waiver updated in XXXX of XXXX but only includes payments on XXXX loans back to XXXX despite paying on these loans without interruption since XXXX. I began the process to try to correct this last XX/XX/XXXX. I contacted MOHELA, my new loan servicer and was told I needed to wait for updates for counts to include all eligible waiver payments. When nothing updated after 4 months, I contacted them a second time on XX/XX/XXXX of XXXX. I was told they would reprocess my tpslf application but it would take another XXXX business days to get counts accurate. I contacted the company again in XXXX of this year and was told I needed to wait the full 90 days, So after XXXX days when nothing happened, I contacted them again in XXXX and was told they werent sure why they didnt update or what happened, so they would count them again and I needed to wait another XXXX business days. I waited, contacted them in XXXX after XXXX business days, and still no update. Then I was told I needed to submit another form to get credit for my work during years XXXX. I did this, and my counts updated a little to XXXX, but this was never the issue. I should have over XXXX qualifying payments if they counted my payments to XXXX XXXX, which date back to XXXX. I have sent payment history that I received from XXXX ( servicer of former XXXX loans ) to XXXX XXXX, I have uploaded it to the website, I have submitted a reconsideration request to XXXX, I have contacted MOHELA 5 times, and they still have not resolved my issue. I began this process of forgiveness almost XXXX years ago when I consolidated my loans in XXXX. I have waited through countless business days of reprocessing. This issue should be resolved by now.
|
| 05/04/2020 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I was refinancing my private student loan which was held by XXXX XXXX with XXXX XXXX due to their lower interest rates. When I called XXXX XXXX with my cosigner ( dad ) they told me I had an additional {$41000.00} in debt from college and asked me if I wanted to include that to my refinance. I am a recent college graduate and was shocked by this number, but they confirmed the debt was mine and I agreed to include it in the refinance. In late XX/XX/2020, my sister who held a private student loan with XXXX XXXX called because her loan status showed that it was " paid in full ''. Here, XXXX XXXX without her consent and without my knowledge ( they assured me the {$41000.00} was mine ) wrongly included her debt and refinanced it into my name. None of the loan documents that I signed included her information anywhere. XXXX XXXX seemingly replaced her information with mine, and put it all under my name. Now, I owe an extra {$41000.00} and XXXX XXXX refuses to remedy the problems they caused. They blamed me and said I signed the loan documents, but again all of the loan documents only included my name and my co-signer 's name. Additionally, a loan company can not combine the loans of two people into one party 's name. And even IF this was a legal act, they would have needed the consent of my sister to take action on her debt. There was never a mention of my sister 's name anywhere, and nowhere for her to sign so her private and personal information was used wrongly and without consent by XXXX XXXX. When we called XXXX XXXX on XX/XX/2020, XXXX at XXXX XXXX refused to speak with us, he told us there was no information he could give me ( even though the loan is in my name ), he refused to transfer us to a manager or the accounting department. He blamed me and said I signed the documents, but of course I did -- they supplied me with information they assured me was true and correct, and only included my name and information. This needs to be resolved- student loan companies may not by law do what XXXX XXXX did.
|
| 05/31/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Public record information inaccurate
|
|
Web |
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I am currently in school at XXXX for a XXXX program. I started in the XXXX term of XXXX I was able to get financial aid for the XXXX term XXXX. However, now for the XXXX XXXX there seem to be a fraudulent bankruptcy that has placed on the account.
My loans were recently transferred from XXXX XXXX to Mohela.
I have never had any documents or emails about this status sent to me prior to the bankruptcy being placed on my account. I have only found out after the bankruptcy has been placed on the account.
How I found out about the bankruptcy : I had applied to more than XXXX school, upon checking the status for the summer term for Florida XXXX XXXX XXXX, for the Spring term XXXX I was awarded financial aid. I did not accept as I decided to go to XXXX. Upon checking my financial aid account, it shows that the loans are in bankruptcy.
The issue : I have never filed for bankruptcy, so I believe this is a huge error. Also, by good credit of almost XXXX not too long ago will most likely be impacted severely. In addition, I am only able to continue going to school on a grade plus loan which is contingent on credit.
I am usure the basis for the bankruptcy being placed on the account. I have tried calling several times and I am placed on hold for more than an hour each time with no resolution. ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) In addition to not ever being in bankruptcy, I have had no chance to rectify the situation prior to the bankruptcy being placed on my account. I have had no emails or any correspondence stating this would happen prior to the bankruptcy happening. I also can not get anyone on the phone at Mohela to help me with this matter. In addition, I am currently in school in my XXXX week for the summer with pending financial aid to pay for my semester.
This is very negligent on the servicers part. They need to ensure they are properly reporting correct information, and if it is incorrect, they need to fix this immediately. They should fix the issue with the credit reporting agencies as well.
|
| 03/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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PSLF : Since XXXX, my student loans have been managed by XXXX, XXXX, XXXX, then to Mohela in XXXX.
I submitted two ECFs to Mohela XXXX XX/XX/XXXX ( via document upload ). Both ECFs had long since been submitted to XXXX and had not been processed/counted correctly.
Current eligible count on tracker : XXXX payments. Current qualifying : XXXX. The two ECFs I submitted to Mohela via document upload and per PSLF Waiver were submitted XX/XX/XXXX were finally processed by Mohela in XX/XX/XXXX, as was shown on document upload page, yet my tracker did not get updated. I called/chatted/messaged with Mohela several times. I was assured several times my tracker count would be updated. Time passed. Tracker was still not updated. I called, chatted, messaged some more. Still, tracker not updated. This was through and up to XX/XX/XXXX. Each time, Mohela CSRs, and Mohela messages told me my issue " had been handled '' or " wait 90 days. '' My issue had not been handled. There was no change on my Tracker, still.
I called again on XX/XX/XXXX. XXXX told me there seemed to have been an error and those two ECFs signed and dated years ago, back to XXXX, " had not been processed correctly. '' Later, XX/XX/XXXX, I received a message on Mohela " We apologize for any inconvenience this may have caused. Your most recent PSLF applications were not processed correctly. We submitted a request on XX/XX/XXXX to reprocess your Public Service Loan Forgiveness ( PSLF ) applications received on XX/XX/XXXX... unprecedented... '' Please help. As mentioned, both of the two ECFs had long since been submitted to XXXX and should have, long ago, been applied per the PSLF waiver. I have been in PSLF since XX/XX/XXXX. I understand Mohela is busy and employees may be overwhelmed, but mine is not a complicated issue to take care of. I should have been finished with PSLF some years ago. I have been working In public service since XXXX. Thank you for your time and assistance.
Two ECFs previously submitted to Mohela ( and XXXX ) are attached.
|
| 12/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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My federal unsubsidized student loans were taken over by Mohela from XXXX in XX/XX/XXXX. I was previously enrolled in the Revised Pay as You Earn program which would have required me to pay ~ {$60.00} dollars a month under my income prior to that time. Because of the COVID pause on payments, I had been making qualifying payments of XXXX dollars until Mohela took over my loans and continued with these XXXX dollar payments until the COVID payment pause ended in XXXX, XXXX. When Mohela updated their expected payment amount in XX/XX/XXXX, they incorrectly placed me in the Level Payment Plan and gave me an estimated monthly payment of ~ {$2000.00}, despite their responsibility to place me in the SAVE plan ( since I was confirmed previously enrolled in the REPAYE plan ). I spoke to Mohela on XX/XX/XXXX explaining their error, shared proof of my prior enrollment in REPAYE ( through my National Student Loan Data System document from Studentaid.gov ), and they placed my on administrative forbearance and said that they would correct the error. One month later they had not made any corrections and did not notify me of any missing information. On XX/XX/XXXX they notified me that I was still on the Level payment plan with the ~ {$2000.00} payment due in XXXX. I called them again on XX/XX/XXXX and they said that they needed more proof of my prior enrollment in REPAYE, despite that already having been confirmed with them in the past. They recommended I could simply re-certify my income, however this would lead to a higher payment due to my new marital status and higher spousal income ( and re-certifying should not be needed until XX/XX/XXXX at the earliest had Mohela not incorrectly placed me in the level payment plan ). Since payments have resumed, Mohela has allowed my interest to accrue under administrative forbearance which had added to my student loan burden, when I should have been able to make 2-3 payments of ~ {$60.00} to avoid any interest accrual under the SAVE program that I should have been placed in.
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| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I initially submitted a request to MOHELA on XX/XX/2023 to switch my IDR plan to the new SAVE plan. They denied my first request for no apparent reason, saying that I was ineligible for the SAVE plan.
I submitted a second request, which was also denied, saying that my payment amount would be higher after the switch, which was not the case.
I submitted a third request, which was ultimately approved, but the payment amount applied on my account was substantially higher than what the calculated payment was supposed to be. I contacted MOHELA and asked them why the payment amount was so different, and the individuals I spoke to " had no idea where that payment amount came from '' and submitted it to be reviewed and reprocessed yet again.
While this was being investigated, I decided to consolidate my loans to take advantage of the limited-time IDR Waiver program in effect currently. As part of this consolidation effort, the application asked me which plan I would like to be on, to which I responded that I would like to be on the SAVE plan.
Apparently, MOHELA tried to process the IDR plan request that traveled along with the consolidation request before the consolidation actually occurred, resulting in them denying the request yet again since I " had no eligible loans. '' Based on discussion with MOHELA, this " should never have happened. '' I contacted them another time this week ( on XX/XX/XXXX ) and they said they would have to reprocess the IDR plan request, which may take up to 35 days at this point due to volume.
This whole process has been a nightmare and reeks of incompetence. The fact that it's been over 2 months and they have yet to successfully and accurately process a single SAVE plan request I've submitted is unbelievable. Now I'm being told I have to get in the back of the line yet again, which is going to negatively impact my pursuit of PSLF and getting qualifying payments if they have to put my account on a " processing forbearance '' while they learn how to manage the SAVE plan.
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| 01/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I previously had student loans under XXXX and XXXX before consolidation/forced transfer to Mohela. In XXXX, I took advantage of the XXXX waiver to consolidate a loan from XXXX onto XXXX in order to have previous payments count. XXXX was successful in updating all of my past payments to make them count. In XXXX, XXXX 's contract ended and my account was transferred over to Mohela. XXXX was very speedy in handling everything and updating my XXXX employment trackers in a timely manner. However, Mohela has been extremely slow. I uploaded XXXX XXXX employment trackers form ; one on XX/XX/XXXX, and then another one on XX/XX/XXXX. To clarify, I have five loans in total. I have been XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX but had not made 120 qualifying payments on two of the loans until XX/XX/XXXX. That was when I realized I needed to resubmit the form again for XXXX, while assuming Mohela would look at the most recent upload. The remaining three loans will meet the 120 qualifying payments for forgiveness in XX/XX/XXXX. I was supposed to have the first two loans forgiven under XXXX by now. Mohela took close to 90 business days to process ( when XXXX would only take a week or two ). I logged in to my account today to see that Mohela finally updated the payment tracker... But they tagged my XX/XX/XXXX form as a duplicate and only counted from the XXXX form, when they should have counted from the XXXX form. My payment tracker is at 119 instead of the correct 120, and my two loans are not being forgiven on time. The remaining three loans should have been at 117 instead of 116. Mohela made a huge error. I emailed Mohela today to have them remedy it. Their customer service is often unavailable when I try to call. I'm afraid they won't take action to fix this and forgive two of my loans. Therefore I am now filing a complaint against Mohela - bad customer service, zero communication, being excessively slow in processing, and then not even doing it correctly. I need this mistake to be fixed as soon as possible.
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| 10/11/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I'm XX/XX/XXXX Mohela and XXXX. XXXX XXXX XXXX spoke with the Unites State Bankruptcy Court regarding his student loan debt being discharge in his bankruptcy after proper notice was sent to the Department of Education.
The clerk of the court inform Mohela and XXXX. XXXX that the debt was discharge and that the department of education was a given notice of the bankruptcy discharge order concerning the amount in the attached document in schedule F.
The department of education didn't file a objective or appear in court regarding the debt and due to XXXX. XXXX hardship due to his former employee going bankruptcy the student loan was included in the amount listed in docket entry number 12 which is the chapter XXXX trustee report of the amount that was discharge.
Mohela hasn't review the court bankruptcy petition nor has reach out to the department of education general counsel to verify the debt under the fair credit report act.
XXXX. XXXX has spoken with multiple employee at the clerk office and was told that the department of education was given notice of the bankruptcy discharge of the debt in schedule F.
Due to XXXX. XXXX race Mohela has signed a document stated that they need court document which are included in pacer.gov which they can review.
Mohela can also reach out to the chapter XXXX trustee regarding XXXX. XXXX hardship in connection with documents entry 12.
XXXX a employee from mohela was on the phone at all time when the clerk information her and XXXX. XXXX that the debt was discharge and notice was given to the department of education who didn't file an objective. Therefore no adversary proceeding was need when the credit did show up or object to the debt As a matter of face the department of education has given XXXX. XXXX permission to amend his complaint to include Mohela as a defendant. This consent was given by the United States Attorney General XXXX XXXX.See XXXX XXXX v. new york state higher education services corp., 831 f.2d 395 ( 2d cir. 1987 ) regarding hardship.
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| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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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.
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| 09/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Documentation : Over XXXX and XXXX : On the course of about XXXX months, I paid down XXXX towards my student loans from XXXX different bank accounts both the bank statements and proof of my payment history. For clarity, the money was paid from XXXX bank accounts. The first bank account was my business account ending in XXXX and a personal bank account ending in XXXX.
On XX/XX/23 I requested to receive all of that money back for an important medical procedure. They assured me I would receive my money in XXXX days thus XX/XX/23.
On XX/XX/23 I received {$8400.00} dollars to the bank account ( business ) ending in XXXX.
At that point, I called on XX/XX/23 asking for the larger amount ( about XXXX left ) and did not receive an answer. I subsequently called on XXXX various occasions and not a single person at Mohela could give me any information. At XXXX point, someone said they could see on my account has been reimbursed for {$500.00} ( not true ), and I have called and spent over XXXX hours on the phone trying to reach someone in leadership to give me routing numbers and answer where my money was. I spoke to a Supervisor named XXXX would said I would receive a call back and never did.
On XX/XX/23 I was extremely concerned given the timeframe for the XXXX days was ending. I called in and asked for a case number. They could not provide XXXX. They gave me a call number Case number for that days call : XXXX. On XXXX as well I provided bank statements for both bank accounts starting in XXXX providing I had received the initial. Mohela also has not acknowledged that they is an accounting issue on their end.
On XX/XX/23 I received a message ( also attached ) from Mohela stating my issues had been resolve.
At this point on XX/XX/23 I have heard nothing and have spent XXXX hours on the phone. I am experiencing panic attacks, not sleeping, and I am no closer to resolution. Please help me.
XX/XX/23 Submitted Case to Student Aid.gov - case number XXXX Federal Trade Commission case number XXXX
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| 02/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My information for Public service loan forgiveness was sent to Mohela from XXXX XXXX XXXX and listed as processed on XX/XX/XXXX. I had already been certified for 117 payments by XXXX XXXX back in XXXX, XXXX.
My mohela payment tracker was not updated accurately. I was informed in late XXXX, XXXX that mohela had nothing from XXXX XXXX and to resubmit forms, which I did by XX/XX/XXXX. I was promised 90 days to process. In XXXX, XXXX, my PSLF forms were listed as processed but inaccurate payment tracker counts and missing dates ( XXXX, XXXX through XXXX, XXXX completely missing ). Also missing over 2 years of payments for which I submitted employment certification forms. By XXXX, XXXX, I had already called on 8 different occasions to obtain accurate updates. I was told on XX/XX/XXXX that an employment form was misread and instead of 24 months of certified employment, it was recorded as 1 month and for the wrong year. I was also told to wait as I had been told all the times previously for the payment tracker to be updated, that the same form I had submitted 5 months prior had to be re-processed.
I submitted all the required paperwork and employment certification forms for over 120 payments ( of 156 eligible at this point ) but due to repeated, multiple mistakes on MOHELAs part, I am still waiting. My account is still inaccurate despite multiple calls to correct it. My forms should have been processed in the promised 90 business days back in XXXX, XXXX. I refuse to wait another 90 days every time Mohela miscounts the dates on my employment certification.
If this was any other type of customer service, it would be appalling. I have submitted certified employment proof of at LEAST XXXX20 payments of 156 eligible payment periods. I should not have to wait beyond the promised 90 days, especially when the REPEATED and seemingly intentional mistakes are by Mohela. Every time I call, the re-processed form was somehow grossly misread, resulting in mohela telling me to just wait another 90 days.
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| 12/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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Dear Ombudsman, I hope this letter finds you well. I am writing to bring to your attention a matter regarding my student loans, specifically concerning the forgiveness program. I recently became aware that there might have been an oversight in the forgiveness process that resulted in only a portion of my loans being forgiven. I contacted MOHELA and they informed me it was too late and there was nothing they could do.
I am truly grateful for the assistance I have received in the form of loan forgiveness for some of my student loans. However, I recently discovered that I could have potentially qualified for forgiveness on all of my loans had I been informed about the option to consolidate two specific loans into the ones that were forgiven.
Unfortunately, I was not aware of the consolidation option at the time, and I believe this lack of information has led to an oversight in my case. I understand the importance of following the correct procedures to ensure eligibility for loan forgiveness, and I want to rectify any oversight that may have occurred.
I kindly request that you investigate this matter further to determine if there was indeed an error in the processing of my loan forgiveness. If it is confirmed that the consolidation of the two loans was necessary for full forgiveness, I respectfully ask for your reconsideration and the inclusion of those loans in the forgiveness program.
I am committed to fulfilling all requirements and ensuring that I meet the necessary criteria for loan forgiveness. I believe that had I been informed about the consolidation option, I would have taken the appropriate steps to include all eligible loans.
I appreciate your prompt attention to this matter and look forward to your response. As you look through this information, can you please put my account into forbearance.
Thank you for your understanding and assistance in resolving this issue. I am eager to work collaboratively to ensure that all eligible loans are considered for forgiveness.
Sincerely,
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| 03/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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XX/XX/XXXX, To whom it Concerns, my account number is XXXX. I called Mohela on XX/XX/XXXX and spoke with a manager. She stated that I need to upload my Public Service Forgiveness Form showing my Employment Certification for them to continue to count my payment for forgiveness. I upload the form on XXXX XXXX showing that I have been with my current federal employer since XX/XX/XXXX. She stated that they would start counting my payments immediately after I upload my PSLF. She also stated that they would contact my previous servicer ( XXXX ) to see if I had additional payments that could be applied towards the 120-payment amount needed for loan forgiveness. I called today, XX/XX/XXXX, and spoke with XXXX, and she said that she did not know if the manager had contacted XXXX for additional payment information that was missing from Mohelas records. She transferred me to a manager. I was on hold for over an hour. A manager never picked up and the phone hung up. Each time that I call Mohela, I am left on hold for extended periods of time. Over 2 hours or more. My account shows that 7 Loans ( 2 Direct Consolidated Subsidized Loans totaling {>= $1,000,000} ) and 4 Direct Loans Unsubsidized totaling {$150000.00} ) have 115 Qualifying Eligible Payments and twenty-six that need Employment Certification. My account shows that I have 141 Eligible Payments. These loans should be forgiven immediately because I have previously submitted my Employment Certification to Mohela. Please see the attachments below. I am presently on hold right now to speak with a manager and have been on hold for over an hour. They allow 30 days to count the payments after the PSLF application has been submitted. As of today, they have not started counting my payments. The payment count process should be completed on XX/XX/XXXX.
I am requesting my student loans mentioned above be forgiven under the PSLF immediately. If you have any questions, please don't hesitate to contact me at XXXX or XXXX, or XXXX. Thank you, XXXX XXXX
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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XXXX : Auto-payment of old certification ( about $ XXXX ) in process.
XX/XX/XXXX : Income recertification was completed online to expedite processing to lower payment, as income has dropped. Kept IDR plan as is. New calculated payment is around {$700.00}. Application is processing, though no documentation is required per company, since policy now is that until XX/XX/XXXX, income can be self-certified.
XX/XX/XXXX : Contacted Mohela about changing auto-payment amount to updated lower payment -- rejected, since autopay already processing and do not want to go into forbearance, due to PSLF eligibility.
XX/XX/XXXX : Auto-payment of {$1200.00} processed.
XX/XX/XXXX : Processing Delay notification in inbox from Mohela.
XX/XX/XXXX : Income recertification still in process. Contacted Mohela to request that if processing delay persists past the next payment amount due ( XX/XX/XXXX ), that I receive a refund. Mohela response : if application is still processing at time of next payment, I am not yet " approved '' for new payment amount and I will still owe old payment of {$1200.00}. My payment of {$700.00} will not be effect until the application is processed and approved. My response : if it wasn't for the delay in processing, my application would not take over 30 days to be process. Why should I be punished ( owe more money ) because of a processing delay? If my application was dated in XXXX, there was no warning that my application for lower payments would potentially not be approved beyond a month. If my application in XXXX states my income has changed, why would it not apply to my payments starting in XXXX? It does not make sense that the updated lower payments do not take effect until the application is processed. If a processing delay is order, I have the right get a refund for a payment done while there is a lack of staff to accomodate the large amount of paperwork during this unprecedented time. It is not my fault student repayment restarted for millions of people at the same time.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My consolidation loan application was completed on XX/XX/23 along with the XXXX request for XXXX.
MOHELA reported consolidation loan disbursement on XX/XX/23 MOHELA reported consolidation loan payment on XX/XX/23 My consolidation Loan was placed into the level repayment plan I spoke with the MOHELA XXXX ( XXXX, XXXX, or a similar name, a trainee ) on XX/XX/23 to inquire why the plan was not in XXXX.
She reported that she could place me in forbearance while the XXXX request processes.
I declined as I wished for the XXXX payment to count.
She transferred me to a second rep. The second rep informed me that MOHELA got to the XXXX request before the consolidation loan was processed and therefore tabled it and did not come back to it after the consolidation loan was processed, as a result, I was placed in level repayment due to MOHELA not reviewing the XXXX request at that time.
The second rep stated she would expedite the processing of the XXXX request as I am eligible for XXXX and accruing interest I should not owe.
MOHELA then Additionally, the call was XXXX hrs and XXXX min, including mostly wait/hold time.
I checked my MOHELA account on XX/XX/23 and I see my account listed in forbearance, which I explicitly declined when speaking with MOHELA.
On XX/XX/23 I received a letter from MOHELA that I was placed in administrative forbearance. I believe this letter initially said that I requested the forbearance but on reexamining it on XX/XX/23 I do not see this language and question if the letter has since been altered.
I also believe that any interest that has capitalized should not have occurred during consolidation, as my loans were in the XXXX plan before consolidation and should have likewise been in the XXXX plan after consolidation, but due to MOHELA 's mishandling of the consolidation and XXXX forms ( which should be handled together ), I have several XXXX dollars in interest accrued at this time.
As of today, XX/XX/23, I see that I am in the XXXX plan but also forbearance.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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Several borrowers were granted a 3-month administrative forbearance due to Mohela 's failure to provide billing statements a full 21 days before the resumption of student loan payments. Notably, Mohela faced a historic fine for this specific issue. Affected individuals were informed of their placement on administrative forbearance and instructed to contact Mohela to request a refund for their XXXX and XXXX payments.
Upon discovering that my account was not placed on administrative forbearance and that my payments for XXXX and XXXX were processed, I contacted Mohela and engaged in a conversation with XXXX, XXXX # XXXX. She explained that, as I was enrolled in auto-debit, I did not receive a traditional billing statement. Instead, I received an auto-debit reminder on XX/XX/XXXX for the payment scheduled for XX/XX/XXXX. However, the email reminder actually arrived on XX/XX/XXXX, providing only a 10-day notice before the payment draft ( see attachment ). This falls short of the required 21-day advance notice. This happened again in XXXX as I was notified on XX/XX/XXXX that my bill was due on XX/XX/XXXX ; again not providing me the full 21-day notice.
XXXX clarified that the forbearance was exclusively intended for those affected by the lack of a 21-day notice through a billing statement. Nevertheless, I did not receive a billing statement at all, and if the auto-debit notification is considered the billing statement, I was not notified 21 days before the payment was drafted. Also, I never signed up for auto debit with Mohela, that information was transferred from my previous servicer. Mohela has had so many problems that I was terrified to change anything on my account.
It is evident that this policy has not been consistently applied to individuals on auto-debit who faced similar issues. The same policy applied to those who did not receive billing statements 21 days prior to their payment due date should be applied to those who are on auto debit as we are similarly affected.
|
| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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On XX/XX/2023, I checked Mohela 's website to determine how much it would cost to pay off my loan. Their payoff calculator was not functioning, so I went by the payoff amount listed on my account home page. I had to make two payments because of bank withdrawal limits. I paid {$45000.00} on XX/XX/2023. I paid the remaining balance ( according to the " payoff amount '' listed on my home page ) of {$24000.00} on XX/XX/2023. As the payment was processing, I noticed that the loan was continuing to accrue interest, so in fact, my loan would not be paid off after this amount. And indeed, after the payment processed, I still had {$15.00} remaining balance. On XX/XX/2023, I checked to see if the payoff calculator was working on the website. It was not, but now there was a message that said " Call this number if you would like to get your full payoff amount ''. So, I called the number and paid {$15.00} over the phone on XX/XX/2023. I don't believe I should have had to pay this additional {$15.00} of interest because I had done everything I could to determine the correct payoff amount while not having the tool ( payoff calculator ) available that was necessary to actually get this done. I believe Mohela is intentionally making it difficult to pay off your student loan so they can continue to accrue interest on your loan. With the payoff calculator not working, now people have to call in and wait 2-3 hours on hold to speak to someone. I just checked today XX/XX/2023 and the payoff calculator page says " Application Error. You have encountered an error in our web application. Our technical staff will address this issue as soon as possible. '' Now there is not even information listed that says you should call Mohela directly to get your correct payoff amount ( because apparently the amount listed on the home page is not correct ). Again, I believe this is unacceptable and completely intentional on Mohela 's part. I think there should be a class action lawsuit filed against Mohela.
|
| 10/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have a XXXX which makes me very prone to XXXX XXXX. As a result, every so often, I have to drop classes very early in the semester. When this happens the school has to manually fax the loan servicers with records of my school status because it's too early for the clearing house.
Normally there isn't a problem because, per XXXX : " If you reenroll in school at least half-time before the end of your grace period, you will receive the full six-month grace period when you stop attending school or drop below half-time enrollment. '' The rule is that any time I fall below half-time ( which is 6 credit hours at my school ) the grace period starts and and time I return to half-time the grace period resets.
In this case I was attending 7 credit hours, but had to drop on XX/XX/XXXX which is the date that I fell below 6 credit hours. Ordinarily this should result in my grace period being set to expire XX/XX/XXXX, but even though the school confirmed that they faxed both loan Servicers in XXXX one of them - Mohela- sent me a bill which I received today.
The bill states that I owe {$610.00} as of XX/XX/XXXX. Since I should be in grace this bill should not exist.
I am attaching to this complaint a copy of the document that the school faxed Mohela. In a previous year the same document was faxed to a previous loan servicer named " XXXX '' who was able to accurately apply such information, but Mohela isn't doing that as it should. I am also attaching a print out of the online bill showing what they allege that I owe.
I attempted to call, but could not get through. I tried to contact online, but their website says they they are dealing with extremely large call volumes. I tried using their secure message system, but it keeps timing out forcing me to retype and I have no idea if it went through or not.
Normally I would wait to complain, but in this case waiting could be disastrous since I am nearing the time that I need to apply for loans to attend the XXXX XXXX semester.
|
| 11/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I made a specialty payment in which I chose the loan I wanted the payment to go towards. I understand that the interest is paid first thanks to the payment plan I'm under however, the payment I made on the loan I chose had less interest than the payment amount. This means the rest should have gone towards the principal, but instead every cent went towards interest according to the receipt I received. To make matters worse, the interest this payment supposedly went towards never even went down on any of the loans. Looking on my account statement and payments history it doesn't show where my payment even went, just says 'Interest ' and doesn't show specifically where it was used even though it does show the loan I chose. I waited two months before placing this complaint thinking it was just needing time to show correctly, that doesn't seem to be the case. Now, I just made a payment with my fourth lender which doesn't make any sense as to where the money went and why it was not applied to principal like my financial advisor states it should after the interest is gone. My financial advisor had suggested the snow ball method in that I would begin knocking out my smaller loans first then go after the larger ones, doesn't seem to matter if these companies are just going to pocket my money and not actually apply it to my balance. I tried to contact the company however, the phone lines are always busy ( they don't have email ) and I have to wait on hold until they close while talking to an automated system. Is it too much to ask for a transparent bill or receipt that spells out everything and actually shows what we are paying on, where the money is actually going? I'll be reporting this mess to the attorney general as well, just can't take this constant billing error problem with every lender I've ever been through with my student loans. And it's always the same way as this one, take the payment and have no clue where the payment actually went, but we received your payment.
|
| 12/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Hello, I am writing a complaint with MOHELA and XXXX regarding the handling of XXXX XXXX XXXX
I have been a long time customer with MOHELA for my Federal Student Loans. I originally submitted by XXXX application last XX/XX/XXXX. I had my loans transferred to XXXX shortly thereafter in XXXX of XXXX. I received correspondence from XXXX that my XXXX XXXX XXXX XXXX for XXXX in XXXX of XXXX. I did not hear anything further regarding my XXXX XXXX until I followed up with XXXX in XX/XX/XXXX. It turns out that my application was rejected because I didn't notate that I worked " full time ''. I selected that I worked " part time '' because I always worked XXXX hours per week. I never On XX/XX/XXXX resubmitted only the first page of my application ( it was not told me that I should resend the entire packet pages XXXX & XXXX ) notating that I work " full time ''. On XX/XX/XXXX, I submitted page XXXX of my XXXX application. On XX/XX/XXXX I confirmed with a XXXX representative that the XXXX pages could be combined if they were submitted within 90 days of XXXX another.
On XX/XX/XXXX and XX/XX/XXXX I received information from XXXX that my XXXXXXXX XXXX was missing information. On XX/XX/XXXX I again spoke with a representative from XXXX who assured me that my application would be combined and there should be no problem.
After speaking to multiple people at XXXX and not being able to confirm I had a complete and accurate XXXX XXXX I chose to submit a new application on XX/XX/XXXX. I received confirmation of receipt for this application from XXXX and my loans were transferred back to MOHELA on XX/XX/XXXX.
I have made multiple calls to MOHELA to check on the status of my XXXX XXXX since returning back to MOHELA in XX/XX/XXXX. At times my wait times have been over XXXX hours to speak with a representative. Each time I have spoken to a representative they assure me that I have an application, but are unable to provide information regarding a time frame for possible forgiveness.
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| 11/09/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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On XX/XX/2023, I received a letter from my loan servicer, MOHELA, via USPS, regarding forgiveness of my loan ( s ) in full ( see attached ). The letter states that the entire balance of my loan ( s ) have been forgiven in full. It also states, on page two of the letter, that MOHELA has or will " by the end of the month '' notify " all national credit bureaus of [ the ] student loan forgiveness ''. However, MOHELA did NOT notify the credit bureaus of the forgiveness by the end of that month, and my account balance and account status continue to show the full balance due and an active and open account. On XX/XX/XXXX, I submitted a dispute with the credit bureaus, and provided the information sent to me by MOHELA, including a copy of the letter I received, referenced here. The credit bureaus investigated and contacted MOHELA. The credit bureaus investigation reported that MOHELA affirmed to them that the information MOHELA was reporting to them regarding my loan account balance and account status was accurate and correct, when in fact, it is not - per their own letter to me and the account balance showing currently on the MOHELA account system. I then contacted MOHELA directly. MOHELA representatives told me via a phone conversation on XX/XX/XXXX that although my loan has been forgiven, in full, and the account balance IS XXXX, that reporting that information to the national credit bureaus would take up to XXXX days. I pointed out that the response contradicts the information in the letter promising that they would report the change to the credit bureaus " by the end of the month ''. I was then told that MOHELA would not be " expediting '' any reporting, and again was told that it could be up to XXXX days, which would be by the beginning of XXXX. It is no well past the beginning of XXXX ( past the XXXX days ), and MOHELA continues to report inaccurate information on my credit report to all major credit bureaus, showing an active loan account with a full balance.
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| 12/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Mohela reported my student loans to XXXX bureaus finally, but they reported them as Deferred and only included XXXX months of information out of the XXXX or XXXX months it's been total. They were more concerned with my old original accounts reported since they actually reported them multiple times while I was waiting for the fresh reports. Their fresh reports did not reflect a single thing that I was told would happen if I enrolled into the Fresh Start program, It actually put me in a worse position than I was in when I had the collection accounts on my reports for multiple years.
I was baited into the program using pure deception, and I would have not enrolled if I had known this was going to be the result. Everything I was thinking was going to happen was nothing but a big blatant lie directly to me over the phone. I was so happy to hear what would happen to my accounts and credit reports that I shared the wonderful news with almost everybody I know, including posting about it on multiple public Discord servers. I thought my life was finally going to get to a stage where I was able to get personal loans or business startup loans, credit accounts, pretty much all of the options the average XXXX XXXX has available. Nope, I still have absolutely no options, and now I don't even have any credit scores once again! XXXX years since I was scoreless and now I'm right back to square 1 with my non-existent financial opportunities.
I also didn't receive any billing statement for XXXX, and I made a payment in XXXX voluntarily, yet my credit reports claim my last payment was the day before it was reported for the very first time and reported as Deferred on XX/XX/2023.
Im going to consult with my lawyers to determine the extent of this whole thing with Mohela, and also Im going to file a lawsuit directly against the Department of Education XXXX XXXX that my accounts were transferred from, for deceptive business practices and everything else the incident falls under.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am requesting the full accounting file for both the private and public sides of the ledger for account number XXXX. The ledgers of this account will show any checks or payments made to me by Mohela that I am required to pay back. I am aware that I provided a promissory note as collateral for this transaction and the amount of the promissory note is considered is equal to the sum of what is alleged that I owe. If there is any interest made on this account, I as the account holder am entitled to all rights, interest and dividends and demand that they be released and paid to me immediately Mohela claims to be a servicer for the Department of Education which is a subsidy of the United States. However, they do not have the power to collect on behalf of the United States. The head of executive, judicial, or legislative agency are the only parties that can collect on behalf of the United States. To my knowledge, Mohela is not an executive, judicial or legislative agency. Mohela continues to send me statements asking for payment when I do not owe them anything.
I am requesting that this company cease and desist any further communication with me through any medium including reporting to any consumer reporting agency. I wish to opt out of any further reporting of the above account.
As this company is currently in possession of my personal non-public information without authority or consent and using the information to extort payments from me, they are guilty of aggravated identity theft. Using the personal information of another person without consent is the definition of ID Theft according to the FTC. Any further claims of money being owed to this company will result in a federal lawsuit for damages related to making a false claim, securities fraud, and defamation of character.
I am demanding that Mohela delete all accounts reporting on my consumer report as these are unauthorized accounts and I have not provided consent for the reporting of these accounts.
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| 02/27/2016 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Need information about my balance/terms
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Web |
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I have questions about the accounting transparency of both my previous and current loan servicers ( XXXX and XXXX, respectively ), regarding the way my payments are being applied to the balance and interest of my loans.
In XX/XX/XXXX, I was informed that the servicing of my Federal loans was to be transferred from XXXX to MOHELA. I had been having some serious concerns about the way my payments were being applied by XXXX, and was unable to get satisfactory explanation either from their website, or via phone. When I found out that they were going to be transferring the servicing, I immediately emailed them ( via their website, as you ca n't send them a standard email ) requesting written statements, showing my payment history and how those payments had been applied, for the period that they had serviced my loan.
Their reply : " Due to the transfer, the information you requested is no longer available ... Please contact MOHELA. '' So they suddenly are no longer required to give me records of what they 'd been doing with my payments ( over {$500.00} a month! )?
I then contacted MOHELA, and requested that they mail me my records. Their reply, as of XXXX XXXX, XXXX : " We have submitted a request to XXXX to have my prior payment history generated. Please allow 7-10 days for this request to be processed and sent to you. '' I have now emailed and called MOHELA multiple times, and have yet to receive my records, as of XXXX XXXX, XXXX.
Of note : the last time I spoke to a MOHELA representative, she told me that the company had taken over the servicing of something like XXXX loans from XXXX, and about XXXX of the borrowers had also requested their written payment histories.
I am making full graduated payments on my loans, and when I checked the balance yesterday, it had somehow risen over {$7000.00} since I last viewed it a couple months back. As I said, I am sending them well over $ 500 monthly, and I would like an explanation of where my money is going.
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| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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When the student loans were paused for COVID, I spoke with Mohela who told me to consolidate both my and my sons parent plus loans ( I am graduated but he is still in college ) into one so that I can make the most of XXXX loan forgiveness program. I was told that I would receive about $ XXXX off of my loan and my son would receive {$10.00} off of his. Therefore, I was told I would have a similar monthly payment to what I was already paying and the consolidation would allow all loans to be forgiven under the XXXX I had applied for upon graduation. I am a civil servant for XXXX years and had been at a non-profit for five years. I was told Mohela would credit from my XXXX XXXX until the pause was over as payments towards my PSLF. However, when XXXX plan failed I was left with this huge consolidated loan with payments that I now can not afford because they will be increased to over {$1200.00} per month once my son graduates next year. Additionally, my account shows that I have no credits towards my PSLF whatsoever. I am reading online now that to qualify for XXXX I must be on an income driven repayment program. I was never told this before. I am outraged by the misinformation and have reached out numerous times to Mohela, even leaving messages. No one calls back. When you do call, you are placed on hold for hours and no one ever answers. I paid my bill this month because I had no choice. However, I believe this is a tremendous injustice to those of us who are making decisions based on the information provided by our loan servicers. Then, after we are misguided, they take no accountability for their actions. I work hard as a civil servant. I took out tons of money for a degree only to have a job I get paid peanuts for. The one hope I had was supposed to be XXXX combined with relief from XXXX plan. I deserve answers. On top of this all, my son, who I have taken loans out for has XXXX and they have never told me about how his debt could be XXXX due to his XXXX.
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| 12/04/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Good afternoon, My name is XXXX XXXX, I opened a case with Ombudsman about two years ago ( in XX/XX/XXXX ) in regards to inquiries on my XXXX XXXX and XXXX/Department of Education Loans. During this time, I was provided some incomplete payment details that included an account number that was literally blacked out with a permanent marker, inquiries about payments that were not applied to my accounts ( with my bank statement printed out for proof ), the fact that my Stafford Loan Disbursed balance was showing as a XXXX balance but I was continued to get charged the same amount or more than what I was initially paying on a monthly basis.
The last email that was sent which was never returned, was on XX/XX/XXXX @ XXXX XXXX.
I 've seen correspondence in regards to XXXX 's negligence for over charging the consumers and I wanted to make sure that my case was documented as an example.
For the XXXX/Department of Education payments, my initial balance after my graduation in XX/XX/XXXX was around {$420000.00}, in which I was set up on a payment plan of around $ XXXX monthly being drafted out of my account and Ive never had a late payment since this draft was created. As of today, my loan balance is over {$53000.00} and every time I ask for an itemized statement of events historically ( i.e. how much was paid towards principal, interest, capitalized interest, etc. ) that explains how my disbursements occurred, Im never provided this information in its entirety. I have bank statements to support my claim, but I can never get the holistic balance history for my records. I 've tried contacting the Department of Education locally in the XXXX area for insight, I 've reached out to my Senator via snail mail, and I 've contacted my Lendors multiple times all to no avail.
I have all of the documentation that was requested from Ombudsman printed out and saved as a PDF document for reference. Also, I have bank statements that shows remittance for each my student loans.
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| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am writing to file a formal complaint against the XXXX Higher Education Loan Authority ( Mohela ) regarding their refusal to disclose how my student loan payments are being calculated when they significantly exceed the estimated payments provided in my XXXX XXXX ( XXXX ) application. This discrepancy has caused undue financial hardship and confusion.
I entered into an XXXX XXXX ( XXXX ) plan for my federal student loans to make my loan payments more affordable based on my income and family size. As part of the XXXX application process, I provided accurate information about my income, family size, and financial circumstances. The XXXX estimator provided by the U.S. Department of Education calculated an estimated monthly payment amount based on the information I provided, and I accepted this estimate as my expected monthly payment.
The issue I am currently facing is that Mohela, the loan servicer responsible for managing my federal student loans, has m higher monthly payments than what was estimated in my XXXX application. This unexpected financial burden has created substantial financial hardship for me and my family, making it increasingly difficult to make ends meet.
When I contacted Mohela on XX/XX/2023 to inquire about the calculation of my monthly payments and the discrepancies between the estimated and actual amounts, I was met with resistance and a refusal to provide a clear explanation. Despite attempts to obtain transparent and detailed information about how my payments are being calculated, Mohela has not provided any satisfactory responses. This lack of transparency has left me in the dark about the basis for my loan payments, making it impossible for me to effectively manage my finances and plan for the future.
I believe that Mohela 's refusal to disclose the methodology behind my payment calculations is a violation of my rights as a borrower and may be in violation of federal regulations governing student loans and loan servicing.
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| 02/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I submitted an application for PSLF by uploading it to MOHELAs website on XX/XX/XXXX. I have been periodically logging in to the MOHELA website to check on the status, it has consistently indicated " Received In Process ''. However, upon logging in on XX/XX/XXXX the status indicated " Duplicate Form '' with description indicating " A duplicate application was processed as Canceled. '' I called MOHELA for further guidance on XX/XX/XXXX. The representative I spoke with verified the status was canceled, but indicated it should not have been canceled as it was not a duplicate. She was able to determine the previous certification was submitted in XX/XX/XXXX and the newest on XX/XX/XXXX, therefore the XX/XX/XXXX submission was not a duplicate as the XXXX were not submitted in the same year. The representative resubmitted the application over the phone, however, indicated the processing time will start over and be subject to up to a 90 business days processing time ( anticipate XX/XX/XXXX ), rather than picking up where it left off based on my original submission on XX/XX/XXXX. The representative indicated that there is no way for her to return the application to the original processing time frame, thus the 90 business days period starting over. As noted by the MOHELA representative, this was an error on behalf of MOHELA and therefore I find this completely unacceptable to restart the processing period. By my estimates the original 90 business days processing time would have ended on XX/XX/XXXX. I feel it is reasonable to request processing by XX/XX/XXXX, rather than restarting the 90 business days. The loan in question had a total payoff amount of {$180000.00}, as of XX/XX/XXXX.
Of note, my conversation with the MOHELA representative on XX/XX/XXXX, was quite pleasant. She was very informative and understanding of my frustration, and I believe she handled the situation nicely, but simply did not have the ability to remedy the situation as I see appropriate.
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| 02/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I submitted my employer certification forms for forgiveness of my student loans based on the Public Service Loan Forgiveness program on XX/XX/XXXX. These certifications covered XXXX, XXXX through XXXX, XXXX, all of which were qualifying employment for the PSLF program. The submittal page indicated it would take XXXX business days to process, which I understand is normal. These forms were all submitted as part of the same packet. On XX/XX/XXXX, my account was updated to reflect the forms were " processed '' and a notice would be sent within 7-10 days. On XX/XX/XXXX, a payment tracker appeared in my account. On this payment tracker, the period from XXXX XXXX XXXX did not appear in any part of the tracker-either the eligible or ineligible period. This period of time was not on a pick list or part of any count. The rest of my employment was displayed except this period.
I contacted MOHELA via live chat on XX/XX/XXXX to inquire as to why this period was not appearing in my account at all. The individual responding to the chat, XXXX, indicated my forms would be submitted for reprocessing to include this employment in the count. I asked how long this would take, and XXXX indicated it would be another 90 business days. The PSLF Form Status on my account also indicates it will take another 90 business days to review the same documents. I have not received an explanation as to what happened to cause this reprocessing to be necessary and it is especially confounding given the rest of the forms or periods of time appear without issue.
This is an unacceptable administration of this program. These documents were in the same packet and there appears to be no way to track where these documents are in the process. The idea that it will take another 90 business days to " reprocess '' when they already have had the information for three and a half months is absurd when my financial future is hanging in the balance and I have been eligible for forgiveness for months.
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| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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On my PSLF tracker Under ineligible payments : XXXX it is stated that the payment was made out of acceptable time frame and that is not true! I faxed over proof of payments being made on time each month from XXXX. On XX/XX/XXXX I faxed over more than XXXX pages of proof of on time payments for the years XXXX. I never missed a payment because it was auto drafted out from my bank account. So it was never late. There are XXXX eligible and qualified payments not being counted that should be counted! These XXXX payments would bring my count to XXXX ( including the XXXX I already have counted ). Then under eligible but not counted : there are XXXX eligible payments, so divided between my XXXX loans thats XXXX eligible payments per loan, which would put my count at ( XXXX + XXXX = XXXX ) XXXX payments for each loan, which would be well over forgiveness. Why are these payments not counted yet and updated towards my count?? I have turned in all the appropriate paperwork and certified employment etc. and provided proof of on time and auto drafted payments. Never late nor missed a payment. I have called and been told they can see the proof of on time payments and the auto draft paperwork I sent etc and that my account should be updated and all those payments should count etc. but still no change. I have asked about all my employment verification ( XXXX ) ( I have worked for qualifying employers from XXXX to present day ) and have been told that everything is there and done that my account just needs updated and all these payments will count and be added to my tracker. I just dont understand why it is taking months to do so??? I am well over forgiveness if my account would be updated. This is so frustrating especially when each time I call recently I am out on hold for XXXX hours. I have been arguing this and trying to get this corrected for months now. I would greatly appreciate it if someone could just update my account like Ive been told they would do so.
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| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In early XX/XX/XXXX, my payment amount on XXXX was added for the XX/XX/XXXX loan payment re-start. This payment amount was incorrect -- it should have been the same payment I was making prior to the payment pause but instead was double what I had been paying. I had not recertified my income so there's no reason it should have changed.
I took the advice of the Mohela website and waited to see if they would update my payment amount when they sent a billing statement and this never happened. I called to inquire on XX/XX/XXXX and after waiting XXXX hours for a call back, the Mohela representative had no idea why Mohela had my payment listed as twice the amount it should have been. The customer service representative suggested I recalculate my XXXX payment amount, which I did on the phone. She said it would take XXXX business days to process. It has now been XXXX business days and it has still not been processed.
I received a billing statement on XX/XX/XXXX for the incorrect amount. The billing statement listed a payment due date of XX/XX/XXXX and was backdated to XX/XX/XXXX ( billing statements are required to be provided XXXX weeks ahead of the payment date -- Mohela did not do this and inaccurately backdated my billing statement ).
Around XX/XX/XXXX my payment amount was updated on Mohela.com to a lower amount, but my billing statement was not updated to reflect this. I attempted to pay the amount due on XX/XX/XXXX so my payment would not be delinquent, but when I tried to pay it the payment not applying the amount due across all loans and instead just to some of the loans which would prevent the payment from applying to my PSLF count.
On XX/XX/XXXX, I tried to call Mohela to discuss. I have been on hold for XXXX hours so far and not been able to talk to customer service.
Additionally, I submitted an updated XXXX certification form at the beginning of XXXX. It has been a month and my payment counts have not been updated.
This is absurd.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been working in the non profit art and education industry for the past 14 years. When I first graduated from college, I was told that I could not sign up for PSLF because I did not work full time at ONE non profit. I continuously worked " part time '' for multiple non profits being much more than 30 hours a week between the two employers. Whenever I would check with FedLoan, I would be told that I did not qualify for PSLF because I did not work full-time at ONE non profit. For that reason, I was not allowed to sign up for PSLF and there did not stick to IBR. In XXXX I finally started a full-time job at a non profit. I was excited to finally be able to work towards PSLF. Unfortunately when i called FedLoan, I was told that I couldn't enroll because I hadn't been enrolled in IBR plans previously. I was again told that part-time jobs ( that combined equalled 30+ hours a week ) did not count towards qualifying employment. At this point, I was told that while I did qualify to start making qualifying payments at the time, I shouldn't. The reason I was given was that I owed {$20000.00} and the service representative told me that I would pay off my debt before 120 qualifying payments were made. I was told that if I started doing IBR and PSLF I would be adding time on to my loan. Now, I learned that this person was incorrect and I could have made 120 qualifying payments by now had I started in the plan when I initially called. I have been frustrated about this for years but felt too defeated to bother trying to do anything about. With some student loan providers being held accountable lately, I was encouraged to just get my PSLF enrollment started now and file my complaint about previous misinformation. It is so frustrating that when I look at my PSLF document, it shows that I have made ONE qualifying payment ; when in reality I have been following the requirements since XXXX. ( When I refer to 'non-profit " I am referring to a qualifying 501c3 ).
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| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am currently under SAVE repayment for my student loans. I have made XXXX qualifying payments for XXXX. I expect to reach XXXX qualifying payments XX/XX/XXXX and qualify for XXXX.
In early XXXX I submitted documentation for employment certification form with Mohela to have my payment counts updated. When they processed this on XX/XX/XXXX Mohela put my account in administrative forbearance. I am concerned that if my account is in forbearance than my payments will not qualify for XXXX. I do not give permission nor do I want my account to be in forbearance. I immediately used the Mohela account messaging service to request my account be in SAVE repayment and not under forbearance. I have not received a response. On XX/XX/XXXX I called Mohela ( which typically involves a several hour wait to get someone on the phone ) I was advised by the customer service agent that my account would be placed back on repayment and not be in forbearance. Unfortunately, my account was never taken off of forbearance. On XX/XX/XXXX I made another attempt to call Mohela but I could not get through to an agent and while waiting the line would constantly drop and I would lose my place in line. On XX/XX/XXXX I called Mohela again and I spoke with XXXX. She also assured me the forbearance would be taken off and my payment would qualify. She asked that I go ahead and make a payment which I did although my account is in forbearance. I then asked if the payment " should qualify or most certainly will qualify '' and she could not clarify. XXXX put me on hold and contacted an unnamed supervisor and assured me that my forbearance will be taken off and that my payment I submitted this day will qualify as a XXXX monthly payment for XXXX. However, following the conversation my account still shows that I am in forbearance. I have not received anything in writing that my payment has qualified. I sent messages to Mohela on XX/XX/XXXX as well as XX/XX/XXXX that have gone unanswered.
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| 05/07/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
Servicemember |
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Mohela XXXX company.
16 CFR 433.1 433.2 Preservation of consumers ' claims and defenses, unfair or deceptive acts or practices.
In connection with any sale or lease of goods or services to consumers, in or affecting commerce as commerce is defined in the Federal Trade Commission Act, it is an unfair or deceptive act or practice within the meaning of section 5 of that Act for a seller, directly or indirectly, to : ( a ) Take or receive a consumer credit contract which fails to contain the following provision in at least ten point, bold face, type : ( a ) Any seller who has taken or received an open end consumer credit contract before XX/XX/1977, shall be exempt from the requirements of 16 CFR XXXX XXXX with respect to such contract provided the contract does not cut off consumers ' claims and defenses.
( b ) Definitions. The following definitions apply to this exemption : ( 1 ) All pertinent definitions contained in 16 CFR 433.1.
( 2 ) Open end consumer credit contract : a consumer credit contract pursuant to which open end credit is extended.
( XXXX ) Open end credit : consumer credit extended on an account pursuant to a plan under which a creditor may permit an applicant to make purchases or make loans, from time to time, directly from the creditor or indirectly by use of a credit card, check, or other device, as the plan may provide. The term does not include negotiated advances under an open-end real estate mortgage or a letter of credit.
( 4 ) Contract which does not cut off consumers ' claims and defenses : A consumer credit contract which does not constitute or contain a negotiable instrument, or contain any waiver, limitation, term, or condition which has the effect of limiting a consumer 's right to assert against any holder of the contract all legally sufficient claims and defenses which the consumer could assert against the seller of goods or services purchased pursuant to the contract.
Mohela / XXXX fraudulant companies
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
Older American |
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I have spoken to Mohela staff and their " Advance Representative '' concerning my place of employment not being approved since XX/XX/XXXX. My account shows only 22 PSLF payments need to be qualified for forgiveness and MOHELA has yet to qualify 24 from XX/XX/XXXX to XX/XX/XXXX. As of today, they still have my PSLF in processing mode on XX/XX/XXXX, when Student Aid has already sent me a receipt of employment certification on XXXX because they received verification from my employer- confirming my employment from XX/XX/XXXX to present. Due to Mohela delay with making the necessary changes I had to file the IDR ( SAVE ) application and request a lower payment due to my MFJ status, increase in family size and decrease in income from my spouse. My spouse is still unemployed due to COVID 19.
In XXXX of XXXX, Mohela placed me and my spouse accounts on " Administrative Forbearance with assurance of our IDR and PSLF information being updated and recalculated, as we questioned the possibility of our loans also being completely forgiving. While my account is now in forbearance, I finally received a bill statement in XXXX with a lower payment- but my 24 PSLF payments are still NOT qualified- although I only show 22 payments left for PSLF.
What's alarming to me is for Mohela to accept my IDR application and lower my monthly payments, but not qualify my additional 24 PSLF payments towards complete forgiveness. What's more frustrating and corrupt is for Mohela to lower my payments according to the current balance and not recalculate my balance to reflect the 24 qualifying payments which will decrease my monthly payment substantially, should Mohela deem my account will not be completely forgiving at this time P.S-I am also not understanding why my spouse IDR application still hasn't been approved when we made the request on the phone together, gave the same required household and income information, with the same representative on the same day and time.
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| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I've called MOHELA multiple times in XXXXXXXX XXXX XXXX XXXX XXXX ) to get my recertification cancelled. I received an e-mail from US Dept of Education earlier in XXXX to re-certify to qualify for the SAVE program, which will offer the lowest payment amount for my students loans. However, I found out right after submitting my request that recertification is NOT required until XXXX and my monthly payment on the SAVE program will be significantly higher ( previous payment amount was around {$160.00} and with the SAVE program, it is almost 3x the amount ). I called and talked to a rep the very following week ( as recertification was completed on XX/XX/XXXX, Friday ), was told that they will cancel the recertification and I will be remained on my previous IDR plan. I called the next day ( XXXX ) again to get reconfirmation and they reassured me that the cancellation for recertification was on file and to call back in a couple of days. I repeated the process on XX/XX/XXXX and I was relayed the same information as they were still working on the cancellation. A week later, my account was updated with the SAVE program with a new payment amount of {$420.00}, which is almost 3x the previous amount. I immediately called again and inquired about what happened. MOHELA representative told me that the recertification is in process to be cancelled. It has been almost 2 months, I've been on hold for hours and hours on end with no success of getting a representative on the line. No change has been made and my account is still showing the SAVE program with the new amount that's due in XXXX. I just want to go back to my old IDR program and monthly amount until I have to re-certify next year ( XXXX ) with my updated tax information then. As MOHELA have told me they will do but failed to do so! PLEASE!!! I've sent messages to MOHELA as well and they reply back days later to call their number. I have TRIED to call and been on hold for hours and been hung up on.
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| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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Hello, The reason I am writing is due to not receiving timely updates from my loan servicer, MOHELA, regarding XXXX XXXX XXXX XXXX documents I continue to upload for the Dept of XXXX. I resubmitted my XXXX XXXX multiple times, after learning that there was missing information on XX/XX/XXXX. It was resubmitted on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have been in the XXXX program for a number of years now, and have uploaded the same Employment Certification many times, but never had issues with " missing information '' when XXXX serviced the loans. Since the loans have been turned over to MOHELA, I am unable to receive any updates or information about my XXXX qualifying payment count.
MOHELA continues to provide this same response, but no further information : " As of this writing our records indicate that we received your XXXX applications on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Please allow XXXX business days for processing. Once a decision has been made you will receive notification of approval or denial. No additional steps are required of you at this time. We will continue to process your manually submitted XXXX form using the date an authorized official from your employer signed your XXXX form. To receive benefits of the limited XXXX waiver, the employer 's signature and date on your XXXX form must be on or before XXXX XXXX, XXXX, even if you submitted your form at a later date. '' When I last spoke to a MOHELA representative, they told me to reach out and check on my qualifying payments IF my Employment Recertification was not processed by XXXX. I messaged MOHELA today because if I call, it gets me nowhere ( same lack of info from the representatives ) but I do spend A LOT of time waiting on the phone.So after months of waiting, I still do not know what my current XXXX count is. The XXXX count is critical to planning for my future career move, so it is urgent that I receive the most up to date count as soon as possible.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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Full Class Member of XXXX XXXX XXXX lawsuit attended XXXX XXXXXXXX University from XXXX to XXXX Received Approval Letter of Borrower Defense Case XX/XX/XXXX from Department of Education after filing a Borrower Defense Application via a scam company called XXXX XXXX XXXX with my application having incorrect dates of attendance, but received by the Federal Student Aid on XX/XX/XXXX.
Moved from XXXX to Mohela as my Loan Servicer in XX/XX/XXXX. Loans were held in Admin Forebearance until XXXX/XXXX/XXXX.
Applied PSLF payment counts to all loans currently held under my name XX/XX/XXXX, achieved XXXX verified payments under PSLF program for my Sub/Unsub loans from XXXX XXXXXXXX University and PPLUS loans for sons from XXXX XXXX , and XXXX XXXX University .
XX/XX/XXXX - Requested Consolidation of all loans to use PSLF payment waiver so that my highest payment count can be applied to all loans and they will be paid off via the XXXX program.
Consolidation is approved however instead of being placed into Administrative Forebearance as required, I am placed into a regular IDR plan with a payment of XXXX a month for at least 12 months.
Filed Request XX/XX/XXXX for Forebearance General Hardship explaining that I am supposed to be under Administrative Forebearance because of the XXXX XXXX XXXXXXXX lawsuit AND PSLF Waiver processing since required XXXX payments were counted and made.
Correspondence Processing Delay Received from MOHELA XX/XX/XXXX stating my request for Forebearance should be processed within the next XXXX Business Days.
Also have an outstanding request for a loan payment that I absolutely should not be making because I qualify under XXXX XXXX XXXXXXXX lawsuit to be in Admin Forebearance along with PSLF forgiveness due to 20 years of full time employment at a non-profit organization.
My complaint is to have my loans placed in Administrative Forebearance they way are supposed to be and my loan paperwork properly processed.
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| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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In XXXX, I put in an application to consolidate my loan. The information said I could continue to make payments during the application process and the consolidated loans would be adjusted. During the application, I made 2 payments - 1 on XX/XX/XXXX for {$1800.00}, and 1 on XX/XX/XXXX for {$13.00}. Because of where the loans were in the process, the payments were not reflected in the consolidated loans and the payments were " applied '' to future payments but are not showing towards my loan balance. I have spoken to customer representatives several times and eventually was informed, they could not process those payments towards my current consolidated loans because they are not the same loans so I requested the money to be refunded. On the call on XX/XX/XXXX, they said they were processing the repayments and it would take up to 60 days to receive the funds. I never received email confirmation but trusted them. I called today to check on the status of the refund and was first told that they were no refund processing in the system and they would resubmit the refund. I asked to speak to a supervisor and was on a hold for over an hour ( after already being on the phone with the first customer service person for 1 hour 30 mins just to explain my situation ), eventually having to leave due to another appointment. I called back later today to have another customer representative tell me that the refund was refused because the loan was paid in full ( i.e. due to the consolidation process ). I am now waiting again to speak to a supervisor and have wasted at least 20 hours in total trying to get this almost {$2000.00} applied to my loans balance or returned to me with conflicting information from each customer representative and no communication of the status outside of me actively calling. I.e. no communication that the repayment was " denied ''. If this money is not returned or applied to my loan balances, this is theft and incredibly stressful.
|
| 04/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I submitted my documents ( application and Hours ) for XXXX XXXX XXXX XXXX in XXXX within the time that was allowed for the waiver to include aditional advantages due to covid.
My information was received by XXXX XXXX and I received a letter on XX/XX/XXXX stating They needed to to confirm information on my application. I called them back and they stated they need to clarify the XXXX numbers of my employers. I gave them the XXXX numbers again and I was told that I would receive notification within the next 2 weeks. I never received any communication from them after that.
I followed up a few months later and was told by XXXX XXXX that they were in the process of transferring to Mohela and that they could not locate my account. I was told to wait 90 days since I submitted a new application and that my account had been transferred to Mohela. They gave me the number to mohela to follow up with them. I contacted mohela several months after to confirm my application. The stated that they could not locate my account and to call back in about a month as it was likely in the process of being transferred.
Now it is XX/XX/XXXX, almost a year later. I have spoken with Mohela and my account information submitted to XXXX XXXX is no nowhere on file. They tried several ways to locate it but still have no record of my application I am now being directed to fill out another application and am being told that the deadline for the limited waiver has passed. Somehow my application was lost in the transfer process and Mohela is telling me that there is nothing they can do, regardless of the documents I have from XXXX XXXX stating that they received my information.
I was told that I was being transferred to a manager to discuss further and after an hour and a half on hold, a customer advocate answered. She told me the same information and directed me to reapply. she also told me that since the deadline was past, I would likely not be granted the waiver.
|
| 12/20/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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The mentioned accounts egregiously violate several federal laws, notably within the framework of the Fair Credit Reporting Act ( FCRA ) and the Family Educational Rights and Privacy Act ( FERPA ). These violations are detailed as follows : XXXX. **Account # XXXX ( XXXX ) : ** - **15 USC 1681a ( FCRA - Accuracy of Consumer Information ) : ** The reported account falls short of the accuracy standards mandated by FCRA, constituting a breach.
- **16 CFR 313 ( Code of Federal Regulations - Opt-Out Mechanism ) : ** Non-compliance is evident through the glaring absence of a clear and conspicuous opt-out mechanism, as required by 16 CFR 313.
- **15 USC 6802 and 15 USC 6803 ( FCRA - Consent for Information Sharing ) : ** Blatant transgressions occur due to the lack of clear consent for information sharing, a direct infringement on privacy standards.
- **15 USC 1681b ( FCRA - Permissible Purpose Requirements ) : ** The violation of 15 USC 1681b underscores a failure to adhere to permissible purpose requirements.
- **20 USC 1232G & 34 CFR 99 ( FERPA ) : ** Reporting student loan information without explicit consent violates FERPA, which safeguards the privacy of student education records.
XXXX. **Account # XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX : ** - The same violations as described for the XXXX account apply, encompassing breaches of FCRA and XXXX.
XXXX. **Account # XXXX ( XXXX ) XXXX ** - The inclusion of this account in the credit report, without explicit consent, is a direct contravention of FCRA 's and FERPA 's requirements, echoing the violations detailed above.
These violations collectively encompass illegal reporting of transactions, sharing consumer non-public information with non-affiliates, and unauthorized disclosure of educational records. Immediate corrective action, including account rectification and compliance with the stipulated laws, is demanded. Failure to address these violations promptly will result in legal action.
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
Servicemember |
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I submitted forms to count new payments toward my pslf under the new rules in XXXX. I was also receiving a stipend of about XXXX a month from XXXX to pay down my loans for working in rural primary health care over the course of 2 years ( which was shortened due to below ) I was notified in XX/XX/XXXX Via mail from mohela that I have made enough payments for PSLF and loans were forgiven. I had an overage credit of XXXX. I contacted XXXX and let them know to stop payments and they told me that the refund had to be sent to them upon receipt. I emailed Mohela x 2 and and phone call x 1 in order to let them know that XXXX wanted the refund back and received an email stating that yes there was going to be a refund that would be processed in 60 business days. On XX/XX/XXXX, to my dismay they deposited the overage into parent loans I had for my XXXX sons. I called and emailed several times and several hour waits to keep being told either there was nothing that could be done or that they do not see a refund. Mid XXXX I spoke with XXXX who offered her help form could be expedited to get this refund form case # XXXX and would take 4-5 days and I would be notified .I tried calling several times and emails after that and hours waiting and finally reached someone on XX/XX/XXXX who told me initially she has no note of me ever calling the service since XXXX, but then miraculously found it written in the " notes '' section of what I was referring to and said it was processed the day prior ( XX/XX/XXXX ) / refund in the next 60 days. Since I have been calling and emailing them and not getting responses, only automated emails stating that I have called the call center so they assume my problem has been addressed. on the other end XXXX has since turned my balance over to Program Support Center, Financial Management Portfolio U.S. Department of Health and Human Services XXXX XXXX XXXX acct XXXX who is charging interest/action against me for the stated sum.
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| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I write to apprise you of an issue I am having with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Missouri ( MOHELA ). This issue relates to the Department of Educations on-ramp, in which a retroactive forbearance will be applied for payments missed between XX/XX/XXXX and XX/XX/XXXX.
Representatives of MOHELA have provided myself and other borrowers with incomplete and misleading information about the on-ramp. This afternoon, I spoke with a MOHELA representative, asking her to confirm that I would be eligible for the on-ramp. Although I knew about the on-ramp through my own research, I wanted to confirm, for the avoidance of doubt, that my account would be eligible. MOHELAs representative denied having any knowledge of the on-ramp or of any retroactive administrative forbearance. It was only after I explained to her that I was an attorney and knew the details of the program that she finally acknowledged its existence, although she still did not confirm that I was eligible. ( When I asked to speak to a supervisor, the representative told me that this would entail a hold time of two to three hours. ) I do not understand why it should be this difficult to get basic information about my student loans from MOHELA. And it concerns me greatly that borrowers who are unaware of the on-ramp are being given incomplete and misleading information, potentially causing them to lose the benefits of this important provision.
I note that this is not the only issue that I ( and other borrowers ) have had with MOHELA. My request to be enrolled in an income-driven repayment plan was denied twice without adequate explanation, and call hold times to clarify the matter have spanned hours. Processing times are unacceptably long I submitted all requested supporting documentation on XX/XX/XXXX ; MOHELA has yet to take action on my request.
It is my hope that your office can address these problems, for myself and millions of other student loan borrowers.
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| 12/22/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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My student loans were with XXXX until XX/XX/XXXX, when they were transferred to Mohela so I could apply for the waiver for XXXX. From XX/XX/XXXX until XX/XX/XXXX, my loans were in deferment as I was in college. After finishing my program, my loan payments resumed, despite there being a payment pause due to XXXX. I had assumed that it was because my loans were not held with the government. When my loans were transferred, XXXX told me I had XXXX payments toward XXXX. Mohela added several payments, from XX/XX/XXXX until XX/XX/XXXX ( during the continued XXXX pause and while the loans were evaluated for the XXXX waiver ). On XX/XX/XXXX, I received an email from Mohela with an updated XXXX count of XXXX eligible payments with XXXX qualifying payments. My loan balance showed {$0.00}. ( I still can't even believe this has happened ).
I have tried calling Mohela 's number, but I can't get through the automated system as it won't accept my birthdate and therefore can not find my loan information. There is no email to send a request to, and the forms on their website do not apply to my questions.
XXXX, can I request a refund for the XXXX I paid on my loans from XX/XX/XXXX through XX/XX/XXXX? XXXX said that XXXX loans don't qualify for a refund of payments made during the COVID pause because those loans are not federal loans ( if they weren't federal loans, then I wouldn't have been able to put the loans into a Direct Loan to qualify for the XXXX waiver ).
XXXX, is there a way to know how I reached the XXXX payments when XXXX only had me at XXXX? I'm trying to determine if I am owed a refund for the payments over XXXX or if those payments came from forbearance or deferment periods. None of that information for my loans is on the XXXX site- it only shows the full balance but not the number of payments through each of the servicers I have had over the XXXX ( XXXX was terrible ).
XXXX if I am owed a refund, what is the timeline for it?
|
| 03/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am asking that Mohela begin start a good faith processing of my student loan forgiveness request. I originally submitted my application on XXXX, with a hand signature, as required. I have had constant difficulties with both Mohela and the prior loan servicer getting any work or progress on my application. When I call to check progress, I have always been told, including by Mohela, that I have provided all I need to provide and nothing else is required, but there has been no progress on processing my application since it was transferred to Mohela on XXXX. The transfer was completed by XXXX... but I grew concerned that Mohela never noted online my originally submitted documents. I called Mohela and was assured that they had all they needed but, To err on the safe side, I re-uploaded my application and employment verification to make absolutely certain Mohela had what was needed. I additionally sent a customer service message to them on XXXX to explain what I submitted and how to reach me easily if any additional information was needed. I received no response until XXXX and that message contained no useful information, advising me only to call customer service. Each call to customer service results in a 1-2 hour hold with, at the end of the hold, no information being given in response to even the most basic questions. I today received a letter from Mohela stating that some form I submitted, as well as a form submitted by my employer, was improperly signed. The form is not attached and there is nothing to identify which forms are at issue, or how they are defective. My employer has submitted MULTIPLE forms to the PLSF program and called once, after being on hold to hours, to verify my employment. Mohela 's letter directs me to submitted a correction on an enclosed form, but no form was enclosed. I no longer wish to call Mohela, be placed on hold for multiple, only to be connected to someone who can not provide any information.
|
| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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Mohela is my loan service provider after being transferred from XXXX this past summer. I am in the XXXX program and have been diligently filing my employment certifications since XX/XX/. After lengthy delays and no communication from Mohela, waiting on hold for hours or attempting to access the chat feature that pops up randomly and with no logical pattern, and speaking to multiple different reps on chat or via phone yet getting no consistent or clear information, I am now at XXXX payments and thus qualify for forgiveness. What is even more upsetting, aside from the difficulties mentioned above, is that Mohela can provide no clear or logical process about when I can expect loan forgiveness, whether I need to do anything more, or whether they have even processed my account to be marked for forgiveness. It feels as though they are doing what they can to delay this as much as possible. While i can only speculate, i suspect it COULD be due to wanting to keep things pending so folks end up having to make payments once the pause is over - regardless of whether they are eligible for forgiveness or not. I was told, during my last call, that i do not need to do anything further now that Ive met the payment threshold of XXXX, but my fear is this might not be true and somehow, because of that, my forgiveness will be delayed or somehow skipped over because of missing information from me. I know Im not alone in my frustration and concerns. Filing a complaint against this company feels like the only thing within my power that I can do, so here I am. I do understand they have been inundated since the changes to the program have been implemented and they have had high turn over and are short staffed. I have empathy there. But if they are hiring and training people all the time, what I cant understand is why there is such broad inconsistency in what the reps say. Further, why isnt there a transparent and clear process about how XXXX works?
|
| 03/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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I am in the PSLF program. My federal student loans were previously serviced by XXXX XXXX prior to being transferred to Mohela. My complaint is against Mohela.
Prior to the XX/XX/2022 PSLF waiver deadline I submitted a PSLF application and a loan consolidation application. Because my loans were being transferred a third servicer, XXXX, processed my consolidation. It was complete XX/XX/2022. Mohela showed the correct total of my loans shortly after that consolidation was complete. I realized I needed to add a couple additional loans to the consolidation and was within the 180 day window. Mohela advised XXXX would process my Add-loan application. I received confirmation they completed that application XX/XX/2022. Shortly after my add-loan application was submitted my balance on Mohela 's website changed and I only see the loans that were previously consolidated. The loans that were added are not visible. This also reset my PSLF count so I now have no idea how many months I have credit for.
I have contacted Mohela multiple times about updating my add-loan consolidation to show an accurate balance but they continue to give me excuses as to why it's not yet complete. I have uploaded the documents from XXXX showing the completion as well as total balance, I have called and done a conference call between Mohela and XXXX, I have submitted complaints internally with Mohela, I have spent countless hours on hold and speaking with multiple representatives as well as Supervisors at Mohela. I have been told the process can take 30-60 days and also 60-90 business days, either way it has been more than that since my add-loan application was completed by XXXX. Mohela can not tell me when it will be complete or why it's being delayed.
Attached to this complaint are six pages of documentation from XXXX confirming the data and dates described above. I have submitted this information to Mohela also but still have not received an update.
|
| 08/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
|
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This issue is related to Public Service Loan Forgiveness or PSLF. MOHELA is my current student loan servicer and I submitted my final paperwork to ask my loans to be forgiven as I qualified for Public Service Loan Forgiveness to both Mohela and Studentaid.gov in early XX/XX/XXXX. Prior to this date, my servicer was XXXX and every year I submitted my PSLF tool application on-time and was kept up-to-date with my qualifying payment count. Well, this past week ( XX/XX/XXXX ) I reached back out to MOHELA to request more information on my status and they indicated that even though I have 140 qualifying payments ( at this current time ), they would not be able to 'validate/audit " all of my payments prior to new payments starting back up on XX/XX/XXXX.
This is absurd- for two reasons - first, they said that " if I have any 'payments ' for {$0.00} that those payments would not be counted as qualifying payments. '' ( that is against the the new law that just got passed. ) Second, most of my {$0.00} payments were when my loans had been placed in forbearance XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) as I was incorrectly told that I would need to place them in forbearance in order to make sure I would not have to make payments on my loans during my service; however, had they just been placed in a 'Income-based Repayment Plan, ' due to my income being around XXXX XXXXXXXX I would have made {$0.00} payments due to my financial situation.
Therefore, with Mohela indicating that I will have to start making payments again in XXXX and that I will not be eligible for a refund on any new payments that replace {$0.00} payments within my 120 qualifying payments, they are illegally denying me from receiving payment counts on my XXXX XXXX XXXX XXXX- which is illegal and protected by law.
I would like for you to support my case in any way possible so that I can receive proper loan forgiveness as I am entitled to receive.
Thank you!
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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In XXXX, I applied for an XXXX repayment plan in anticipation of student loan payment resuming. I never heard anything. When I looked up my account on Mohela, it said I was in forbearance. I attempted to call to ask them if I could make payments during forbearance to count toward my PSLF ( I have {$30000.00} of loans that are 4 payments away from forgiveness ). It took multiple attempts and finally a three hour phone to get some answers ( which ultimately led to more confusion. ) I was told that my repayment plan request could not be processed because they needed more information. ( I never received any communication to this effect. ) It was explained to me that they needed my last five years of tax returns in order to process my repayment plan application. I tried to explain that I'd given that access via this website/IRS. The representative I spoke to said that didn't count. When I tried to ask why they needed tax returns going back to XXXX ( because I had been in repayment in XXXX and they should already have access ), I couldn't get a straight answers. I think asked for correspondence that explained what documents were needed and where they should be uploaded. ( You can imagine that five years of tax returns might be a significant amount of pages. ) The operator said she just needed to rerun my application that it had been processed under the wrong plan, and I should hear something in a week. That was a month ago. Since then, my account is still in forbearance. The only communication I have gotten from Mohela is a note saying that they were slow in processing communication. I have tried to call on multiple occasions, and the wait times were over an hour long. I have contacted my Congress person and complained to the US Dept. of Ed. I still don't know what if any info is needed, what my payment will be or when it will be due. I also don't know what I need to do to try to get four more payments credits to reach PSLF.
|
| 11/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I contacted FASFA on XX/XX/XXXX and asked for alternative payment options to lower my monthly bill. The PAYE monthly amount of {$810.00} is unaffordable at this time. They recommended I apply for the Graduated Repayment Plan - this afford a lower monthly amount of {$410.00}. The application and request was completed. They said I should hear about the update in 3-5 business days. On XXXX I received an electronic message from Mohela that an automatic withdrawal of {$810.00} would be taken from by bank account on XXXX. I called Mohela on XXXX to speak to a representative. I waited on hold for over an hour. When I finally got to speak to a representative they were undergoing training and were unable to locate my complete FASFA Graduated Repayment Plan request. I was put on hold for another 45 minutes. The second representative made me reapply for the Graduated Repayment Plan. I completed the submission with her over the phone. I was then told I would have to go on an administrative forbearance while my application was processed. On XX/XX/XXXX I received an electronic communication from Mohela " Repayment Options '' with detailed estimate of my Graduated Repayment Plan payment amount and schedule. No action was required. On XX/XX/XXXX I received an electronic communication from Mohela saying an automatic withdrawal of {$810.00} would be taken from my bank account on XX/XX/XXXX and that my administrative forbearance is expiring on XX/XX/XXXX. On XX/XX/XXXX I received an electronic communication from Mohela saying my Graduated Repayment Plan request was denied. The reasoning stated Consolidation Loans were ineligible. I did not authorize the consolidation of my Student Loans. I am unable to afford the {$810.00} monthly payment. I work a full-time job Monday-Friday from XXXX XXXX XXXX and can not afford to sit on hold for hours. Mohela has been unable to provide me with accurate clear information on my repayment options.
|
| 12/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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My XXXX loans with Mohela under the XXXX program were on the XXXX plan as $ XXXX and in XX/XX/XXXX of those loans were changed to the XXXX plan without my knowledge. I called Mohela and the representative said they didn't know why that XXXX loan was changed to the XXXX plan because I hadn't requested it and there was nothing I could do and that it would still count towards my XXXX. They also notified me that the other XXXX loans were moved to the XXXX program and stayed at the $ XXXX, so it was very odd that just XXXX loan was moved to XXXX
In XXXX and XXXX I was charged {$54.00} for that XXXX plan that was changed to XXXXXXXX, but then I came across a XXXX support group where others experienced the same problem and were able to get their loan changed to the XXXX plan. So I called Mohela in XXXX XXXX and spoke with another representative who said that the LEVEL plan did not qualify for XXXX and that they could put in a ticket to investigate what happened. They also placed me on forbearance so that I wouldn't get charged the {$54.00} in XXXX and the representative said that during forbearance my loans would still count towards the XXXX forgiveness.
XX/XX/XXXX, I called Mohela again for a status update and now I have a whole other set of problems. They did change that XXXX loan from XXXXXXXX to XXXX, but instead of going back to the $ XXXX where it was before, now it's $ XXXX that I owe for that XXXX loan. The representative said they aren't sure why it wouldn't go back to the {$0.00} since I have not submitted my IDR recertification application yet. And they confirmed that since I was in forbearance for XXXX months those wouldn't count towards XXXX. And they are working to reimburse me the XXXX charges of {$54.00}, and that it shouldn't affect my XXXX count those months. At this point, I don't feel confident in their ability to really make this right before I actually submit my XXXX recertification in XXXX.
|
| 08/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loans were transitioned to Mohela about 6 weeks ago as part of PSLF planning. Prior to this transition, I had a XXXX dollar repayment in place on my IDR plan prior to COVID forbearance. Previously, my date for recertification of income was XX/XX/XXXX, which given the last adjustments to forbearance end date and Studentaid.gov policy, should have been extended to XX/XX/XXXX.
When Mohela took over my loans, they removed these remaining months on my IDR repayment and have listed me for a monthly payment of over XXXX dollars. I called to have this reviewed and adjusted on XX/XX/XXXX. After being repeatedly told, incorrectly, I would need to refile an IDR application, I spoke to a manager and was told they understood the issue and had seen this mistake made with other borrowers. They said it should not be a problem to fix. However, after 3 weeks I still did not hear anything and my account was not adjusted.
I called again on XX/XX/XXXX and was told the request was still open and they attempted to expedite this. I was given a reference number by Mohela for this issue of XXXX. I was told it should be resolved by the end of last week. However, this did not happen.
I called again yesterday XX/XX/XXXX and was told the request was still open with no updates. I was able to speak to an escalation agent who told me they can not confirm anything will be fixed and would look into the issue. They said they emailed management as part of the reason for the issue is my loans are currently under 2 separate plans ( REPAYE/SAVE and Graduated Repayment ), despite studentaid.gov guidelines saying borrowers should not have different plans for different loans. The escalation agent, XXXX, said she could expect more information for me in another 7-14 business days.
This would take me to XX/XX/XXXX at which point forbearance will be ending and I am very scared I will be billed incorrectly for over XXXX dollars next month.
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| 11/15/2023 |
Yes |
- Debt collection
- Federal student loan debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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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
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| 03/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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This is a multi-item complaint : Item 1 : MOHELA has failed to meet the 90 day time period for processing of my PSLF application, submitted via online portal in XXXX XXXX for any further action or inquiries about my accounts, Mohela requests an additional 90 'business days ' to respond.
Item 2 : 90 'business days ' ( more than 125 calendar days ) is an irresponsible amount of time to process and respond to inquiries about existing loans. This time period is longer than a federal corporate tax reporting period ( 90 calendar days ), a full semester of college education ( 116 calendar days ), or a tenant eviction period after notice ( 30 days ). This extremely long processing period can represent a financial burden to the consumer who needs to make financial decisions where student loan obligations are a major consideration.
Item 3 : Mohela failed to certify my employer information for XXXX years of XXXX XXXX service with the United States Marine Corps , when all necessary information was included on page 3 of my PSLF application form, including the correct EIN and necessary signatures from a certifying officer.
As an entity providing support to the federal student loan programs, this failure to provide accurate and responsive service is a prime example of fraud, waste, and abuse and is out of line with the expectations of the financial services industry. Mohela accepted the role of federal student loan servicer and PSLF processor willingly, and I am certain they performed due diligence and risk analysis to protect their financial stake before taking on this role. Mohela has made the claim that " unprecedented volume of requests '' is impacting their ability to process claims and impacting their level of service. I view this as a breach of trust with the general consumer and an insult to the dept of education loan programs, if not a complete failure to comply with the terms of agreement with the government.
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| 04/02/2016 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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This is with regards to XXXX/Mohela account # XXXX.
Last month I refinanced and consolidated XXXX of my student loans into XXXX. In doing so, XXXX estimated the payoff $ amount, which ended up being {$120.00} higher than what was needed to pay off the old/refinanced loans and caused the loan balance to turn negative by this amount. On XXXX/XXXX/2016 I sent a written request to XXXX/Mohela through the message center on their website, asking them to promptly refund me the overpayment. They replied on XXXX/XXXX/2016 and said, " Thank you for contacting MOHELA. According to our records, you will have a refund in the amount of {$120.00}. We will initiate the refund process 21 business days after the date the payment posted to our system. After the waiting period has passed, a check will be generated and mailed within 2-3 business days to the address on file. If you have any questions please contact MOHELA XXXX XXXX at XXXX or via secure message. '' I was very upset about this response, because XXXX/Mohela 's practice of requiring such a waiting period and not refunding the overpayment is hurting me. Effectively I am paying interest on the overpayment, which is in the form of the new loan, while not getting the benefit of the funds. I believe that XXXX/Mohela has such a practice in order to maximize their liquidity at the detriment of the little guy - the student loan borrower. Why should they have a right to my cash? They have the administrative power to process extra loan payments within just a few days - why do n't they refund within just a few days?
I responded to XXXX/Mohela 's response on XXXX/XXXX/2016 and explained the above as well as re-requested a prompt refund. It is now XXXX/XXXX/2016 and I have yet to hear back from them. I am concerned not only for myself, but also for the many other student borrowers who are being harmed by this practice. They should promptly refund any negative loan balances!
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| 10/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XX/XX/XXXX To whom it may concern, I am currently enrolled in Public Service Loan Forgiveness program offered by the US dpt of Education.
I have been working as a XXXX part time employee at XXXX XXXX since XX/XX/XXXX and also a XXXX part time employee at XXXX XXXX XXXX XXXX since XX/XX/XXXX in order to be qualified as a full time employee according to PSLF application up until the recent PSLF changes. Both my employers are non-profit organizations and I am still working at the same facilities.
The reason why I am writing to you is to file a complaint against MOHELA and to request help from your organization. My employment status for the month of XX/XX/XXXX is not being counted as an eligible payment for no valid reason.
I have made numerous phone calls to MOHELA and spoken to many different representatives this year. I also have been sending them many emails along with documents showing proof of my employment, requesting correction. My first PSLF employment certificate for this year was sent on XX/XX/XXXX. Since then, I had to resend the PSLF employment certification forms on XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX as requested by MOHELA.
Each time I contacted MOHELA about this issue of this year, they requested that I wait for XXXX, XXXX, and even XXXX days for them to re- process/review my employment certificates. This has been going on since XXXXXXXX XXXX XXXXXXXX, and it is now XX/XX/XXXX. So far, nothing has been corrected.
I have been employed at the same hospitals since XXXX and XXXX. Nothing has changed with my employment status. Yet, MOHELA decided to not count my XX/XX/XXXX payment towards PSLF and has been ignoring my request to review.
I would like to formally file a complaint against MOHELA and am asking for your help to rectify this ongoing issue with MOHELA. Please do not hesitate to contact me if you have any questions regarding this issue.
Sincerely,
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| 08/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My issue is related to the CARES Act payment pause. I have a series of federal student loans, which were under the XXXX plan. I decided to make voluntary payments ( one as a direct transfer on XX/XX/XXXX and the other as a private student loan refinance on XX/XX/XXXX ) i during the pause. However, my financial situation has changed. I have requested a refund of those payments, as allowed by the CARES Act and regulations, so that I can return to my XXXX repayment plan with reinstatement of my federal loans prior to these payments. MOHELA has started the process on the payment made directly on XX/XX/XXXX ( based on a phone conversation with them on XX/XX/XXXX ), but they have provided confusing and mixed advice about the payment made on my behalf by the private student loan folks. I have attached their email messages for review. The first ( XX/XX/XXXX ) said that they thought it was handled already ( which it was not ). The second message ( XX/XX/XXXX ) said that private loans are not eligible for a refund. I agree with this part. However, the payment pause is a different and unique situation. The private student loan refinance payment was a payment made on my behalf during the payment pause, and I am asking for the refund of that payment and reinstatement of my federal loan package. As soon as I receive this refund, then I can pay off the private loan with the proceeds. The third message ( XX/XX/XXXX ) then stated that I'm not eligible for a refund of that payment because it was made before a consolidation/refinance. " If you consolidated your loans, you can't get refunds on payments you made before consolidating. '' However, this guidance applies to loans that were consolidated on a federal basis ( see attached reference ). Analysis from outside student loan advocacy groups suggests that payments made on behalf of borrowers are eligible for refund of payments during the pause ( see attached reference ).
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| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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When I began XXXX XXXX in XXXX, I took out a {$20000.00} Direct Unsubsidized loan at XXXX percent interest rate and a {$2000.00} Graduate PLUS loan at a XXXX percent interest rate. I have attached the original loan documentation for this as Exhibit A. On XX/XX/XXXX, I paid the entire {$2000.00} balance remaining on my Grad PLUS loan, as demonstrated by the loan financial activity summary attached as Exhibit B. Before the end of the payment pause, I made further payments to my XXXX XXXX loan for a remaining balance of {$8100.00}. On XX/XX/XXXX, MOHELA sent a payoff letter confirming payment of my Grad PLUS loan, attached as Exhibit XXXX Yet on XX/XX/XXXX, I received correspondence from MOHELA XXXX that I had a {$2000.00} balance on my Grad PLUS loan, which was past due ( Exhibit D ). My account now reflects a {$2000.00} decrease in the balance of my Direct Unsubsidized loan ( down now to {$6100.00} ) and a sudden resurrection of the paid-off Grad PLUS loan with interest tacked on so that my total balance increased to {$8200.00}, attached as Exhibit XXXX XXXX never made any request to reprocess payments or authorized any action that would take my Grad PLUS loan ( with a higher interest rate ) out of payoff. When I called in to ask what happened, following an XXXX minute hold, a MOHELA representative acknowledged that the servicer had committed a serious error and taken it upon itself, without my request or authorization, to reprocess the XXXX XXXX payment of {$2000.00} to the Direct Unsubsidized loan, not the Grad PLUS loan ( with a higher interest rate ). However, in order to get this fixed, MOHELA required that I make a request to have the XXXX XXXX payment reprocessed for the Grad Plus loan -- as if I had not directed the payment to that loan in the first place. This is an attempt to cover up their serious error and prevent regulators from finding out about this, at best, severe lapse in compliance.
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| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have federal student loans and the servicer is Mohela. On XX/XX/2023, I spoke to a customer service representative on the phone and they put in an application for the SAVE plan. On my application, I indicated I would be filing taxes as married filing separately. I was told my monthly payment would be $ XXXX once processed/approved. After a few weeks, the application was processed/approved, but for $ XXXX. When I called to ask what happened, the Mohela representative told me that everything on my application was correct, but that Mohela had processed it incorrectly- on their end, they processed it as married filing jointly, and that due to this, it considered my spouses income, which caused the payment to jump to $ XXXX. They confirmed that it was Mohela who made the error, and that $ XXXX should have been the correct payment. The representative submitted the application to be re-processed on XX/XX/2023 with a note on it about the error that was made on their end. However, my next payment is due XX/XX/2023. I check daily, but there have still not been any updates on the re-processing. I got a letter on my Mohela account on XX/XX/2023, stating that there was a processing delay and it could take up to 90 days. I feel that I should not have to pay this much, when the outrageous payment amount is incorrect and it is due to an error on their end! But it is going so slow, and I am worried it will not be processed and corrected by the time the payment is due.
Unfortunately, since both my initial SAVE plan application and the second application for re-processing were submitted by Mohela customer service representatives, I dont even have access to a PDF copy of the submitted application. The only thing that shows on my Mohela account for documents received is the document title IDR, processing, submitted XX/XX/2023, and IDR, approved, submitted XX/XX/2023. The applications arent available to be downloaded.
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| 09/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I hold loans with MOHELA in the amount of approximately XXXX from medical school. In fall of XXXX, I consolidated them together and applied for the PAYE plan. Due to the student loan pause, I held off on making payments, saving so that I would be ready when it restarted. On XX/XX/XXXX I applied to switch from PAYE to the SAVE plan for lower monthly payment and interest subsidy, as my monthly interest is way above what I can afford to pay at this point in Residency. It has been left processing since that day, with no further information from MOHELA. I attempted to call in late XXXX and early XXXX, and was given basically no information after being on hold for almost an hour. The people attempted to reach out to supervisors, and I was passed along multiple times, but no one had an answer. I was eventually told that it is just " stuck '', it is broken, it can not be processed and they aren't sure why. I was told I was " stuck '' on PAYE during the first call, but then in early XXXX I was sent a message stating I was on standard repayment and my first payment would be around XXXX a month. I called back, was on hold again for over an hour, and given the same run-around. This time I was told it is still stuck, but I was transitioned off of PAYE to standard and they weren't sure why, but they couldn't change it back. After an extended time, I was told that I would be placed on forebearance starting in XXXX. When I asked about the interest subsidy, as I should be on SAVE and not having increasing interest with payments, I was told they can not do anything about it till it is fixed. I was told after it is fixed, I may possibly be able to file a complaint to have it adjusted but this is not guaranteed. I am extremely frustrated as I sent in the information over 2 months ago, and they have given me no answer or timeline despite multiple hours and calls. I am also having increasing interest when I should not.
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| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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XXXX of XXXX was my last payment month towards my public service loan forgiveness, meeting the 120 payments required. I submitted my paperwork from my employer in XX/XX/XXXXXXXX in hopes it would get evaluated prior to loan repayments re-starting.
I received a letter from Mohela on XX/XX/XXXXXXXX that I only had 118 payments as they did not count my XXXX and XXXX months in XXXX as eligible. I have had the same employer ( a non-profit hospital system ) since XXXX and they have counted every other payment including earlier in XXXX but not the remaining two that I needed.
I called their customer service and spoke with someone after a 1.5 hour wait. This person said they would submit a note for someone to review my paperwork again as it was likely a mistake or they just hadnt counted those months yet. They do not provide anyone to contact again about your same issue and no one will follow-up with you to ensure it is handled.
After no change I called customer service again and talked to someone after another 1.5 hour wait and this person informed me that my employer was showing as undetermined on their non profit status for XXXX and XXXX so that was the reason for those months not being counted. Even though when I search my employer on the federal database they do show up as a non-profit.
I took this persons advice and submitted a form from my employer verifying their non-profit status on XX/XX/XXXX. I then spoke with customer service again to see if someone could review this form right away and was informed this was absolutely not possible. I would have to wait the additional 45 days to have this form reviewed.
In the meantime I had to start making payments while waiting on the determination as they can not put you on forbearance until you are approved for 120 payments. Even though I am now at 123 payments. This has added an unnecessary financial burden on me that I was not expecting.
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| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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.
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| 08/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX, my Student Aid portal was updated. I went to check and stated there is an active loan with MOHELA for {$47000.00}. I went to check MOHELA, as I knew this was not right. This loan was discharged per the PSLF guidelines on XX/XX/XXXX. See letters attached from MOHELA. Sure enough, the loan that was discharged and forgiven is now " open ' on this account. I called and talked to two people. They confirmed this was discharged and can see the letters. After 1:30 hr hold time, I was then met with an advocate who stated that a 'review ' would have to be done to make sure this is the 'right ' loan. Okay, this is the only loan of two that magically was placed back to open status as forbearance. One, I am not in forbearance, that loan was legitimately forgiven/discharged on XX/XX/XXXX. Second, I just started to take classes online with 4 classes to go. Graduation date is XX/XX/XXXX. The only loan I would have open would be for the XXXX school year for the amount of {$12000.00} approximately and that wouldn't show up with MOHELA until in school deferment is completed and graduated in XXXX.
Dealing with MOHELA has been a nightmare from the get-go. They can not seem to get their act straight and now they are bringing back phantom/discharged debt to try and collect on it. This is straight FWA and illegal on MOHELA 's part. The worst part is, instead of taking care of the obvious human error right away, they are making their clients follow up with THEM and do the leg work, calling them out and pointing out their missteps and not expediting these cases to make them right. It is a really bad way to do business and I did report FWA to the OIG/USDEd because now they are going to try and charge me interest once the COVID 19 restrictions are lifted AND report this to the credit agencies for a phantom debt. If they do not resolve this with the next two weeks, I will get a lawyer for FWA charges.
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| 02/24/2023 |
Yes |
- Debt collection
- Private student loan debt
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- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
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My credit was damaged by a lender who denied me online access to my daughters account.
In 2018, I cosigned for a private student loan for my daughter. I spoke with a representative in early 2018 because I could not gain access to the online account. The representative advised me at that time that, as a parental co-signer, I was not allowed online access to her account. The loan is now in repayment and my daughter has been late on some payments, from what I understand over 30 days, but I did not have online access to confirm. I called them recently regarding a notice in the mail that said we are trying to reach me. When I called, I was informed of the status of the account. I explained and was only then advised I could set up an online account. Within a few days of my call, the lender reported negatively on my credit and I went from over 800 score for years to dropping XXXX points.
How can a lender report someone to the credit bureau when they deny access to the very account?
I've emailed them and have in writing where at first they said I had access from the beginning. When I wrote back to check their records and said exactly what I was told, they replied 30 days later, that a system update was done in the Fall of 2018, which then allowed access. I never received notice of this. I thought this whole time I could not see my daughters account. Even though I've asked them to respectfully remove the negative report, they say they have made several attempts to call and the account was in fact past due. I've never received a voicemail if they have called, but they have no intention of removing the negative report. I do not think this is fair debt collection practices. I was refused access to this account, never told I could gain access and ave been negatively affected by this lender and I wish only for the negative report to disappear. Thank you for any assistance you may be able to provide.
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| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My name is XXXX XXXX and I am a XXXX XXXX XXXX. I have been in repayment since XX/XX/XXXX, from at least XXXX through XXXX, I was with XXXX. I consolidated to XXXX in XX/XX/XXXX to take advantage of the Public Student Loan Forgiveness Waiver since I have always been a local government employee since I graduated in XX/XX/XXXX, but was previously in wrong loan type for forgiveness. I submitted my forgiveness application in XX/XX/XXXX to XXXX. All of my employment was certified from XX/XX/XXXX to XX/XX/XXXX as eligible. However, they only credited XX/XX/XXXX and XX/XX/XXXX and then no other payments until XX/XX/XXXX ( covid forbearance ). When I asked why, I was told that my account was designated as being " in-school deferment '' for the period of XX/XX/XXXX to XX/XX/XXXX ( when I consolidated ). I was told by XXXX that only XXXX could fix the problem. I called XXXX and they said XXXX had to fix the problem. I was not in-school at any point since XX/XX/XXXX. I have proof of regular standard payments made to XXXX going back to XXXX demonstrating that I was on repayment status. ( as far back as their records went ). I also managed to locate bank records from XXXX which show my regular on-time automatic monthly payments for that year. I have form XXXX 's from XXXX and XXXX that demonstrate I made payments those years on my loans. I filed a complaint with the ombusdman too, but they say that my student loan account reflect I entered repayment in XX/XX/XXXX, which it does, so why are my payments not being counted? ( the account also shows that the status was not changed to " in repayment '' until I consolidated in XX/XX/XXXX ). My loans were transfered to Mohela in XX/XX/XXXX and I submitted all of my paperwork to them, including the proof of payments for all the months I had for XXXX and XXXX, and they marked it as a duplicate application and kept the count the had been submitted by XXXX.
|
| 11/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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In order to qualify for the expanded public service loan forgiveness law, I consolidated to a direct loan servicer. I consolidated to a direct loan with Mohela. Consolidation was complete in XX/XX/2022. I also sent in a PSLF application in XX/XX/2022 to be considered for forgiveness after consolidation was complete. The application has been processed, yet according to MOHELA I have XXXX qualifying payments.
I called my previous loan servicer, XXXX, and they told me that my entire payment history was sent over to Mohela at the time of consolidation with Mohela. However, Mohela account shows that I have no qualifying payments. I have been paying my student loan for over 20 years, on time, each and every month. In fact I have paid at least a month in advance. There is no doubt I would meet the 120 qualifying payments to fulfill the PSLF criteria but it seems like Mohela will not credit me with my payment history. This was the whole point to consolidate with Mohela, to be eligible for forgiveness.
I have called and called Mohela just to be sent on an endless loop of automated information at the end of which the call just hangs up. I was able to get through to wait for a representative only to hold for over two hours to speak with someone, who while was nice could not help me. She transferred me to a supervisor. I waited an additional 4 and a half hours but no supervisor ever materialized. I spent over seven hours in the phone with absolutely no help. I have also sent messages through my online account. No response.
It seems that Mohela has a vested interest in not providing forgiveness, as evidenced by their recent action is Missouri to stop the other forgiveness law. But Mohela should be accountable to those loans they service and if I meet the eligibility requirements I should be given loan forgiveness. Again the only reason I consolidated with Mohela was for the purpose of PSLF law.
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| 07/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Older American, Servicemember |
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XX/XX/XXXX, I was accepted at XXXX XXXX XXXX XXXX XXXX. I was offered the Federally Insurance Student Loan from XXXX XXXX Bank ( my grandparent 's bank ). XX/XX/XXXX, the bank disbursed to XXXX XXXX XXXX XXXX XXXX {$1500.00} for my tuition and fees which was to cover the year XXXX. The bank disbursed again in XX/XX/XXXX, to the XXXX XXXX XXXX XXXX XXXX {$1500.00} for the XXXX school year. No other student loan moneys were disbursed. I left the university XX/XX/XXXX. Then after 11 years, I was accepted to a graduate institution : The XXXX XXXX XXXX, in XXXXXXXX XXXX XX/XX/XXXX. The XXXX XXXX XXXX XXXX disbursed {$5000.00} for my first year of graduate studies XXXX. Then again, the XXXX XXXX XXXX XXXX disbursed {$2800.00} for the XXXX. Then again the XXXX disbursed {$5000.00} to cover my tuition and fees for the third and final year of graduate studies XXXX. XXXX provides grants and scholarships, but the moneys are billed to me under XXXX ( XXXX XXXX ).
XXXX XXXX XXXX XXXX, and now MOHELA XXXX XXXX Servicer are the most recent servicers overseeing the 37 years to up to 53 years student loan misrepresentations which started back in XXXX. The servicers down through the years have misrepresented their forgiveness and repayment options. I taught Adult Education in XXXX which should have made me eligible for Public Service Loan Forgiveness ( PSLF ). I served in the United States XXXX XXXX and recommended to the XXXX XXXX XXXX This should have made my eligibility for Public Service Loan Forgiveness ( XXXX ) available. And see the attached PSFL application I am a Knight of XXXX former employee Field Agent and this too, makes my eligibility for Public Service Loan Forgiveness ( PSLF ) available. To say I must pay back {$100000.00} by the year XXXX when I only borrowed about {$15000.00} - {$18000.00}. This is engaging in deceptive acts and practices and it has harmed me the student loan borrower.
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| 09/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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I consolidated my student loans with MOHELA on XX/XX/2022. They paid XXXX XXXXXXXX and received my student loans on XX/XX/2022. XXXX, which completes the consolidation application for student loans for them, indicated that the consolidation was complete and transferred to MOHELA. I should have unlimited access to my account online by XX/XX/2022.
I have tried multiple times to access my online account with no success. I have called MOHELA, only to hold on the phone for over 2 hours to get to a customer service representative who tells me that she can not access my account and they have no further information.
I moved on XX/XX/2022, and I contacted MOHELA to update my contact information to receive future correspondence. I spoke with a supervisor after the customer service representative told me she could not update my address. She told me that she did not have access to update my address. So, I asked her if a supervisor could not update the address, then who could?
I have been in the Public Loan Service Forgiveness Program for over ten years. I have made a total of 121 payments. The only reason I consolidated my student loans was to add my parent plus loans to my application for forgiveness. MOHELA is holding my student loans " XXXX '' to prevent many other borrowers and me from applying and receiving forgiveness. There are multiple complaints on social media sites against MOHELA about the tactics they are implementing to prevent borrowers from meeting that XX/XX/2022 deadline to receive the full benefits of the " waiver program. '' If I can not access my account, I can not upload my Employment Certification Forms which are critical in applying for Student Loan Forgiveness. As of XXXX minutes ago, the site is still indicating that I should have access on XX/XX/2022. Today is XX/XX/2022, so please make this make sense to me. She attachment of what I am seeing on their website below.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I made over {$44000.00} in voluntary payments to XXXX on XXXX during the payment pause ( see attached ). Since then, my loan servicer changed to Mohela. I requested a full refund from Mohela in XX/XX/XXXX and so far have received {$110.00}.
Several calls and emails have made to Mohela over the last 15 months regarding the rest of my refund ( I attached a few screenshots, just to show the dates ). XXXX response I got from Mohela was they are only responsible for submitting the refund request, and that I needed to contact Federal Student Aid to check the " National Student Loan Database '' to figure out why we only received {$110.00}.
I made the phone call to Federal Student Aid as advised, and was told Mohela is responsible for my refund request.
I have spoken to different people at Mohela and received responses such as " we have a lot of refunds to process, wait XXXX weeks, '' or " you need to contact XXXX. '' The most recent response I received from Mohela ( from a supervisor named XXXX on XX/XX/XXXX ) is that since some of the loan groups were paid in full and closed at XXXX, they were never transferred to Mohela. Therefore, I needed to " request the refund from XXXX ''.
I spoke to a supervisor at XXXX ( XXXX ) on XX/XX/XXXX, and he says Mohela has the ability to request refunds from the Dept of Treasury for any voluntary payment made in XXXX, even if the loan was paid through XXXX. He also mentioned the cutoff to request a refund from XXXX was XX/XX/XXXX, and the messages I send ( including the refund request I sent months ago ) " don't always attach '' to my accounts, even if I am logged in on the portal. XXXX also does not show a " sent messages '' folder, so I am unable to provide screenshots of the messages I have sent to them.
Mohela and XXXX have both been denying responsibility for my refund request for over a year, and XXXX of them is giving inaccurate information.
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| 10/02/2023 |
Yes |
- Debt collection
- Credit card debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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SEE ATTACHMENT!
Missouri Higher Education Loan Authority ( MOHELA ) Attn : XXXX XXXX XXXX XXXXXXXX XXXX XXXX, MO XXXX Subject : Request for Account Verification and Compliance Documentation Dear MOHELA Customer Service , I am writing to request account level documents for my student loan account. Specifically, I seek to verify the amount owed and ensure compliance with Federal Law 15 USC 1681b ( 2 ). Additionally, I request proof of consent for sharing my nonpublic personal financial information with non-affiliate third parties, including credit reporting agencies.
Please provide the following : Account Verification : Please provide a detailed account statement that includes the principal balance, accrued interest, fees, charges, and transaction history. Include any recent transactions or adjustments to my account.
1. Original creditor 's name and contact information.
2. Full account history with all transactions.
3. Details of interest or fees associated with the debt.
4. Proof of MOHELA authority to collect this alleged debt.
5. Agreements or contracts relevant to the alleged debt.
6. Verification of the debt 's accuracy, including the claimed amount.
Compliance with Federal Law 15 USC 1681b ( 2 ) : Confirm MOHELA 's compliance with Federal Law 15 USC 1681b ( 2 ) regarding the sharing of consumer credit information with credit reporting agencies.
Consent to Furnish Information : Provide documentation demonstrating MOHELA 's lawful authority to furnish my financial information to non-affiliate third parties, including copies of consent forms or agreements.
I kindly request that you provide these documents within 30 days of receiving this letter. Failure to comply may necessitate further action on my part.
Please send the requested documents to : email address on file Thank you for your prompt attention to this matter. I anticipate your timely response.
Sincerely, XXXX
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| 12/11/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/23 I called XXXX and the representative XXXX instructed me on how to access my credit report online.
After accessing my credit report I saw some inaccurate information. I saw that an unbeknownst company name Mohela on my credit report. On top of that I noticed that this company was reporting that I owe {$60000.00} ; upon further review I noticed that the amount payment monthly is reporting XXXX dollars. How can I owe a company {$60000.00} in balance, but nothing monthly? Thats an oxymoron. After making the representative aware of the inaccuracy, he proceeded to tell me that the item needed to be disputed. However, under federal law, if a company is reporting an accurate information XXXX can be monetarily liable for this violation to consumer rights. Also, upon viewing my credit report, I noticed that XXXX is reporting late payments. Under federal law, a credit account can not be associated as being late. I asked the representative if he is familiar with consumer law and the fines for violating those laws, and he continued to tell me that the account is under dispute already, and can not be further disputed. I will be looking for monetary compensation for the time that my credit profile has been compromised. I have already report to ftc.gov as fraudulent use of my credit report. These credit accounts and the Credit reporting agencies have violated consumer rights in a way that damaged my reputation and credit score for over a number of two years. Loss of Privacy : Violations of consumer privacy, such as the unauthorized data collection, breaches of use of personal information for purposes of deceptive practices. Time and Effort : The time and effort required to resolve issues related to consumer rights violations was a significant inconvenience and injury to the consumer. Opportunity Costs : I the consumer missed out on better deals and opportunities due to unfair practices
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| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX I submitted my IDR request as I kept receiving notifications that I needed to recertify my income driven repayment plan before student loan payments were to resume in XX/XX/XXXX. I received no communication from MOHELA that they had canceled and then denied my IDR until XX/XX/XXXX via e-letter that stated it was unclear whether my request was for recalculation of monthly payment amount for the income-driven payment plan I was on and alerted me to contact them, however, fortunately for me, I had already contacted them XX/XX/XXXX because I had not received any update regarding my IDR request. I was told by a MOHELA representative on XX/XX/XXXX that I qualified for the SAVE plan with an estimated {$600.00} as my monthly payment and was told this would take approximately 3-5 days to process. However, this ended up taking about a month longer as I did not receive my letter indicating it was processed until XX/XX/XXXX. I was also not advised that my loans were placed into an Administrative Forbearance until XX/XX/XXXX and wasn't informed until XX/XX/XXXX that four of my loans were not included in the forbearance by mistake. I was told by the MOHELA representative that her supervisor also confirmed this was a mistake and that a ticket to resolve my billing issues would be submitted, however, it has now been a week and a half and the issue is still not resolved as I have outstanding payments listed on my account. All of my correspondences from MOHELA have been significantly delayed and I've had to wait on hold of an excess of up to 2 hours at time when I try to contact them to resolve my issues. My credit and my public loan forgiveness is at risk because of their negligence and inadequate management of my loans. I have done everything appropriately and within a timely manner on my end, but feel I am continuously being punished and caused unnecessary financial stress by MOHELA.
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| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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MOHELA assumed control of the student loans. In XXXX when re-payment was set to resume, I received a letter indicating that unbeknownst to me, Mohela had unilaterally decided to place my account in administrative forbearance. I called it took hours to speak to an actual person, and they could not tell me WHY it was placed in forbearance. I asked that it be removed and they complied saying to would be effective within XXXX business days. It was not I called again, representing HOURS of waiting to speak to someone, I was told it had not processed, still given NO insight into why Mohela decided to take it upon themselves to mess up MY account and then take ages to correct the mistake. I made a payment manually to cover the month of XXXX so that i was not HARMED by the interest that would STILL Acrue due to Mohela 's reckless decisions that had NOT been informed by the borrower. Cut to XXXX I received ANOTHER letter about continuing administrative forbearance, I called AGAIN representing more HOURS of time and burden and I was told ( 1 ) it was still not processed when I requested it over a month ago ( 2 ) There was nothing I could do to fix it, so their XXXX up is now MY problem AND IT COSTS ME ADDITIONAL MONEY, ( 3 ) my work to set up auto-debit, and plan to resume payments was for nothing because of THEIR DECISION WITHOUT MY INPUT to put me into forbearance is now requiring HOURS of my time, and runs the risk of costing me money AND delaying my ability to meet the requirements under the XXXX program. This is worse than what the situation it was before, and is actively harming borrowers who are following all of the rules and trying to pay off loans in good faith. This company has recklessly made decisions that were not agreed to by the borrower that effectively CHARGES them more money. I don't know about others but this seems pretty predatory at worst, and harmful negligence at best.
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| 10/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I was with XXXX with XXXX loans until XXXX when I consolidated to take advantage of XXXX. My XXXX forms were submitted in XXXX, XXXX, and XXXX of XXXX. I was told by Mohela I was slated for forgiveness in XXXX of XXXX because I had enough payment counts based on their looking at my ecfs.
Long story short, they have not included the years XXXX through XXXX because they say the nslds is not updated. They say they have to wait for XXXX to update the database. The XXXX and the nslds both say that Mohela is the one to update the database. The Mohela site itself says Mohela reports to the nslds. The student.gov site says the nslds is updated by servicers and universities, not the XXXX. Mohela would certainly fall under the servicer category.
So I am at an impasse. My account should be well over XXXX however they only show XXXX because we are missing those 5 years. XXXX of the supervisors at Mohela said she could see on another database, the cdel (? ), that I began repayment early XXXX. However, they will not update the nslds for an unknown reason that they can't even explain to me other than they are waiting for XXXX.
I am now about to be billed {$500.00} a month for the next XXXX years until my counts are over XXXX. They have had the paperwork for almost 2 years now ; that should be long enough for the processing they have told me for a year and a half that needs to happen Since this has been nearly 2 years of communications with them, I'm not going to give you a laundry list of dates at this point. I will say that I do have copies of my ecfs, and I also have my printouts from navient showing my payments going back to XXXX. I have also requested formal payment records from navient which should be coming in a couple weeks.
I have made several complaints to XXXX, to mohela, to the XXXX XXXX XXXX, and to my state representative. Complaint case numbers can be provided as you need.
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| 11/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I currently have 100 payments counted toward PSLF forgiveness of my Federal Student Loans per my servicer MOHELA as a result of submitting a TEPSLF form to my former servicer XXXX on XX/XX/XXXX. I have submitted an additional employment verification form to MOHELA on XX/XX/XXXX for this year hat would add 11 additional payments toward PSLF loan forgiveness. It has not been processed as of yet.
Additionally, the US Department of Education also announced that Forbearance periods now count toward PSLF forgiveness as well & that a one time recalculation of past payment history is to be done by the Department of Education that will include forbearance periods as qualifying payments toward PSLF forgiveness.
I have tried calling MOHELA to get them to process my most current XXXX employer verification form 3 times last week and to explain that my loans were effectively paid up because of the forbearance change and demand that my loans be forgiven, but the wait times exceeded 5 hours - effectively not taking the call.
I also submitted a complaint to the Federal Student Aid Ombudsman asking for them to intervene and get the US Department of Education to update my payment history with qualifying payments during forbearance periods and get MOHELA to process my XXXX employee verification form and forgive my loans as I have more than 120 payments. They responded by sending me an email stating that PSLF is eligible to direct loan borrowers only - which did address my complaint at and offered no resolution.
I am entitled to forgiveness of my student loans as I have 100 payments counted already, 11 to be counted as part of my XXXX employer verification form and an additional 24+ payments that should be counted as I was in an administrative forbearance since XXXX as I have a Borrower defense to repayment claim pending at the XXXX Department of Education that has still not been resolved.
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| 10/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I called in more than XXXX to XXXX about why my " payments '' wasn't accepted under PSLF. They had told me it was because of 1-2 minor check box in the form that was incorrectly placed. So I corrected them. Then I called back and they said to wait a couple more months, only to tell me that the new forms were also missing 1-2 minor details. So I resubmit the second time. Called back. They told me to wait a couple more months. Call back and all they said was sorry 1 form wasn't processed and by the way your loans have been transferred to MOHELA without them sending me any courtesy email/message or the so called " welcome package ''. Their only response is call mohela it's not our problem now. While that's half truth, I have messaged/emailed/called MOHELA to no avail. Today is my third time calling MOHELA and I was placed on hold for 3 hours before someone picked up the phone. I asked if I can get a callback if the lines get dropped, and they replied " sorry no we have XXXX others to answer ''. Calls got dropped. Called back XXXX to ask if they can do a courtesy email to verify with MOHELA that they receive my account. And they say absolutely not. " so you transferred XXXX of your client info all to mohela, and you can't even email them to verify if they got my package from you ''. XXXX replied yes. Is this lazy or irresponsible? How is it that they're my servicing providers for so many years, and upon sending my data/forms to a different company they can not verify or send an email to that company to verify? I have tried to call Mohela myself and check online but Mohela is not picking up calls on all 3 days and not responding to my messages/emails. Meanwhile there is a dateline on the waiver XX/XX/2022. Can someone from MOHELA and XXXX actually assist instead of passing the ball to the next court with no responsibility whatsoever? And mohela, how are you not picking up any calls?
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| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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The XXXX loan provider that I work with is Mohela I attempted to reach out to them after I had received a late payment even though every single month I pay a several days before the payment due date. When the payments were restarted back in XXXX it showed that I had a late payment again even after I paid several days before it. I had reached out to them seven times over 2 weeks and had zero response until later after that and even when they gave me a response it was all automatically done which didn't give me any idea of what happened. I had attempted to reach out to them to ensure that my credit would not be affected so that I would not be prevented from getting future loans or it affects any other purchases that I make long-term. They gave me an immediate response that was only telling me when my next payment is due and that I have nothing due but did not clarify if I had actually had a late payment and also if it would affect my credit score. They gave me zero indication of the question I'd ask and gave me what my next payment will be. And I had message him seven times plus attempting a response and all of them were pretty much automated to tell me what my next payment is and that I had nothing due but nothing to answer the question that I had asked ensuring that I would not be affected even if I had paid and had sent them exact dates and time of when I did pay and my history showed that I paid.
On a second note it also showed two different amounts of what I actually owed to ensure that I don't accrue interest or that it would affect my credit score based on a late payment. Several days before I had paid the amount that it said that I needed to pay for that bill and then when I got back and it said late payment it said a different amount that I owed for that. Of which I paid both amounts the previous amount and the amount that it technically said that I had a late payment.
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| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am a schoolteacher and I recently applied for PSLF on XX/XX/XXXX. Up until then, my loan servicer was Nelnet, and I made loyal payments to them since XXXX, including throughout the entire COVID moratorium. I decided to check on the status of my application today ( XX/XX/XXXX ) because it had been over 30 days and I hadn't heard anything. When I signed in to studentaid.gov, I discovered that my servicer is now MOHELA. I was never informed via email or inbox that my remaining balance was transferred. I then attempted to set up a MOHELA account to make sure my balance appeared there. While I was initially able to see my account, my balance read as {$0.00} ( it also reads as {$0.00} on XXXX ). What's worse is that I was promptly logged out, and when I attempted to log back in, my account was locked. I am positive that my password was correct because I use a password keeper that always works. The only way to unlock an account is to call MOHELA, and the wait times are hours. When I called in XXXX during my application process, it took me over 5 hours to reach a human. I have read many news articles that have revealed deep problems with MOHELA 's ability to support PSLF, and their website can not keep up with the demand. Additionally, some borrowers are reporting major errors in their account information. These include much higher repayment amounts than what appeared on the estimate, and problems with balance transfers. Many of these problems cost the borrowers thousands in extra payments. My concern goes far beyond my personal anecdote, as millions of borrowers like me are petrified that our financial livelihood is at stake. I have already contacted my Congressperson urging that the Department of Investigation investigate MOHELA, as it is grossly mismanaging PSLF. I am also prepared to file suit against MOHELA in order to receive the PSLF forgiveness that I am entitled to by law.
|
| 03/15/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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XXXX XXXX, XXXX closed in XX/XX/XXXX and my loans were transferred to Mohela. XXXX incorrectly reported my loans as delinquent for 90 days. These show twice on my credit report with all 3 agencies. XXXX is reporting delinquent XXXX-XXXX. XXXX is reporting my payments late XXXX-XXXX and states the date last paid was XX/XX/XXXX which is incorrect. XXXX is showing my loans late XXXX-XXXX which is also incorrect. I am attaching proof of my payment record : XX/XX/XXXX {$100.00}, XX/XX/XXXX {$100.00}, XX/XX/XXXX {$100.00}, XX/XX/XXXX {$100.00}. As soon as my loan transferred to Mohela, I made all my payments on time until I paid off the two loans in XXXX.
I called XXXX in XX/XX/XXXX and they refused to give me my payment history and told me to contact Mohela. I kept getting the run around with them and spent hours on the phone before giving up. I did contact Mohela and they said they could do nothing because they were not reporting as late.
I recently pulled my credit report and I noticed that XXXX is still reporting me as 90 days late, this shows twice on all 3 credit reports and is majorly impacting my ability to approved for a mortgage.
I tried to call XXXX but since they are shut down, I called Mohela and spoke to a supervisor on XX/XX/XXXX and they said they could not help me because they were not reporting me as late. The supervisor suggested I submit a complaint though CFPB.
During the transfer of my loan, my payment history and payment status was incorrectly reported. I made a payment on XX/XX/XXXX to XXXX and that got sent to Mohela so I was not late in XX/XX/XXXX either.
After a lot of hard work, I successfully paid off all my federal loans with monthly payments between XXXX-XXXX. I never had a late payment with any of my servicers as shown with the 9 student loan accounts on my credit report. This is impacting my life and ability to finance a house and car.
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| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am currently an anesthesiology resident physician at the XXXX XXXX XXXX XXXX XXXX ( XXXX ). I am asking for your help with a XXXX XXXX XXXX, MOHELA. I have almost {$400000.00} in student loans after medical school and I plan to pay off every XXXX.
MOHELA provided me with documentation on XX/XX/XXXX that my student loan payment would resume on XX/XX/XXXX. I have documentation from them stating I was placed in the XXXX XXXX XXXX XXXX ( XXXX ) plan after previously being in the XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) plan. They said I had been placed in XXXX and my monthly payment would be XXXX. I set-up Auto Debit Payment to be withdrawn from my bank and got a confirmation letter from MOHELA that auto pay had been set-up on XX/XX/XXXX.
Today, I realized a payment for my student loan had never been taken out of my bank account. I logged into my MOHELA account. MOHELA placed me on forced administrative forbearance on XX/XX/XXXX. I was placed in forbearance without my knowledge or approval. In forbearance I am accumulating over {$2000.00} a month and unable to make a payment that would count towards my XXXX payments for XXXX.
I called MOHELA and after waiting 2 hours to speak to someone they told me my XXXX plan application is still being processed and until it is processed fully I would remain in forced forbearance. They said it could take until XXXX before my XXXX plan would be processed and I would have to remain in forbearance.
This is craziness. The XXXX plan guarantees I should never see my balance grow as long as I keep up and make my required payments. My interest is growing fast and I just want to make a monthly payment to start to pay off my huge sum of loan. MOHELA won't allow me to do so. I should not have to pay interest I have already accumulated because of this loan service company. Can you please help me. Is there anything I can do?
|
| 06/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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I applied for XXXX - I have worked as an educator for 9 years and made payments during the entire time. Mohela told me that on XXXX of the XXXX payments that were made applied towards XXXX. This is because I attended school during XXXX of the years. I did not take out additional loans or ask XXXX that my loans be placed in deferment during the periods I attended school. I made full on-time payments. I was told that because I filled out a fafsa, ( I was forced to when I enrolled in the schools I attended. ) XXXX automatically placed my loan in deferment. When I received notification that the loan was in deferment - I told them deferment wasn't necessary and that I was paying the loans regardless. They said they would not take them out of deferment because I was in school. I was also working full-time as a teacher at a qualified school during all the periods I was in school. My understanding was that my loans still collected interest while on deferment so there was no benefit to NOT paying. Additionally, mohela took another year because they stated that XXXX reported that I was late in making payments through all of 2017. XXXX shows that I consistently paid them within the same 3 days of the beginning of the month for all of XXXX. The report shows that I made the payments 6 days early for 12 months. I was told regardless of the early payment - the payments fell out of XXXX 's XXXX window and the entire year would not be counted. Additionally, every time I inquired about the possibility of XXXX with XXXX before XXXX, I was told none of my loans would be able to participate in the program and strongly discouraged from applying.
The purpose of XXXX is loan forgiveness for educators and public service workers who paid on time while working full-time. I did that, even while in school. It is unfair and those time periods should be counted as qualifying payments to the program.
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| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have only federal student loans from XXXX and XXXX XXXX I have been enrolled in PSLF since XXXX. In XX/XX/XXXX I consolidated all of my loans to take advantage of the IDR one time account adjustment. I then applied for the SAVE repayment plan on XX/XX/XXXX. Student loans website said that application was completed on XX/XX/XXXX, it said I would owe {XXXX} a month. In XXXX and XXXX, I like many other millions of people was put on administrative forbearance. As per 34 CFR 685.219 ( c ) ( 2 ) ( v ) ( H ), periods of administrative forbearance should be counted towards PSLF when you are at a qualifying employer, which I am. The forbearance is set to end on XX/XX/XXXX. On XX/XX/XXXX, I log into my Mohela account and find that my bill is actually {XXXX}, which is MORE than {XXXX} if i can do the basic math. I also found out that i was not on the SAVE plan, but on the LEVEL plan. Which not only doesn't count towards PSLF but is XXXX higher than what the payment should have been. I called MOHELA on XXXX XXXX, XXXX, and while they said they could elevate the payment count issue with the administrative forbearance, they could not help me with the SAVE plan and i needed to call student aid. So i called student aid. They told me that their records show the information about my SAVE application was sent to MOHELA on XX/XX/XXXX. They recommended that I resubmit the SAVE application, which i did. They also contacted MOHELA to get this sorted and then told me to file a complaint on their website. I am filing a complaint here because MOHELA is a loan servicer and both MOHELA and student aid, have no clue what is going on, and it puts my livelihood and the livelihood of millions of people in jeopardy. CFPB, congress, and the public needs to understand what is going on, because its not getting resolved any time soon and the government is continuing to co-sign loans for XXXX XXXX XXXX.
|
| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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My consolidated Direct federal student loans ( one subsidized, the other unsubsidized ) were held by XXXX XXXX, then transferred to Mohela in XXXX XXXX XXXX.
After this transfer, Mohela 's website did not reflect several qualifying payments towards PSLF forgiveness under the XXXX administration rules.
XXXX of these payments I made in XXXX through XXXX towards PSLF at a qualifying non-profit employer, XXXX XXXX XXXX, despite the fact that both XXXX XXXX and Mohela has this information. My Mohela account even reflects that I have submitted the PSLF employer certification paperwork from my employer during that XXXX period, but for some reason, it does not reflect it that information in my PSLF payments. In XXXX XXXX XXXX, I called Mohela, and the phone representative told me to submit PSLF documents again. My employer has not responded to multiple, numerous requests in XXXX and XXXX to reconfirm the information that was already submitted in XXXX - XXXX, and which was counted on my previous XXXX XXXX page.
Mohela has also refused to count the many years of forbearance steering non-payments that the XXXX administration has stated will count towards forgiveness, which includes : -Any period in which a borrower spent XXXX or more consecutive months in forbearance.
-Any month in forbearance for borrowers who spent XXXX or more cumulative months in forbearance.
-Any month spent in deferment ( except for in-college deferment ) prior to XXXX.
I have several months that qualify under these rules, specifically, XXXX months, but Mohela still has not counted these months and so far, instead only counting XXXX months from the pandemic emergency. Mohela claims I need employment certification, but for many of these months, I was unemployed, for others, I already certified, and for some still, I had non-qualifying employers but was steered into forbearance by XXXX XXXX.
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| 11/18/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Servicemember |
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Applied for XXXX in XX/XX/XXXX. My loan was then transferred from XXXX to XXXX XXXX and then to MOHELA ( since XX/XX/XXXX ). I received a letter from MOHELA that I did not qualify for XXXX in XXXX ( with no reason given ), so I phoned MOHELA and the rep indicated that my form was invalid because my employer name/signature was cut off. I had a copy of the original I sent with signature intact, so they put me through to a manager who said that all forms came that way from XXXX because they were reviewed and were preapproved. Since then I have had to call MOHELA repeatedly because they were not posting my payments. For about 2 months only 12 payments posted. I asked that they request my records- they did, then 120 payments posted in XXXX with XXXX of these ineligible. All payments between XXXX and XX/XX/XXXX were missing/not posted, but the deferment periods from this time frame were posted. My servicer was XXXX XXXX ( now defunct ) from XXXX so I reached out to all of my past loan servicers to get the XXXX records and complained to XXXX. of XXXX that they were missing. I just received these records from XXXX ( who previously insisted they did not have them and did not provide them in a previous mailing ) via postal mail on Monday, XX/XX/XXXX. Today, I took off work to call MOHELA and have now spent 7.5 hours on hold. After a lengthy wait, I speak to the rep ( always in training ) and they hear my request and refer me to a supervisor and I am on hold indefinitely. I am in the second round of this and about to hang up and redial since I have been on hold waiting for a supervisor with no contact from MOHELA for 3.5 hours. I have roughly 160 eligible payments for XXXX and can not seem to get MOHELA to acknowledge and count these payments. I am due a return on the overage of payments and am in a holding pattern until they actually count all of my eligible payments. Thank you.
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| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I have been attempting to get the remaining loan forgiven through the Public Service Loan Forgiveness program, unsuccessfully. It seems that Mohela has not updated their payment counts and as a result, I haven't had the loan forgiveness that I am due. The issue is that there is a large block of payments that have been made, and were qualifying, but haven't been applied to my account. What's somewhat odd about this, is that there have been payments prior to this block of time that have been applied, and a block of payments after this time period that were applied, but for some reason there is about a seven year block ( some of that time I was in school ) that counts weren't being counted. I pulled all of my student loan payment records through the FOIA and have included screenshots of the qualifying payments that I've made, as well as a screen shot of Mohela 's payment count.
I have also reached out to my Senator and asked them to inquire on my behalf. Information was sent to them on XXXX XXXX, and I have not heard anything back yet.
Multiple attempts to inquire with Mohela have gone unanswered in that they can not seem to understand why those counts haven't been applied yet. They refer me to FSA - Federal Student Aid indicating that FSA is responsible for informing Mohela what payments should be applied. When I call FSA, they refer me back to Mohela indicating that Mohela is responsible for the payment counts. No one seems to be able to find any answers here, and as such, I hopeful that CFPB can.
Screenshot 12 - That is a picture of my payment counts in Mohela - You can see the gap in counts, as it goes from XXXX to XXXX.
Screenshots 13 - 17 should prove that the payments were made, and were qualifying. Further, these payments would push my count over the 120 payment count for my last loan and it would be forgiven. My student loan should be forgiven due to PSLF.
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| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing to you to address my ongoing concerns with Mohela regarding my student loan account. This is my second complaint to your bureau as the first one did not resolve my issue.
I appreciate the information that Mohela has provided regarding my account status. However, I must reiterate that my issue concerns incorrect loan terms and payments, which have not been updated despite my repeated attempts to rectify the situation. As previously stated, I was placed on an Income Driven Plan ( IDR ) PAYE plan by XXXX in XX/XX/2021, with a total monthly payment of {$470.00}. Due to the XXXX forbearance, the federal government postponed any additional income recertifications and loan payments, with plans to resume payments from previous income recertification once the payments begin.
While I understand that Mohela is updating my recertification date deadline to reflect additional extensions of XXXX relief, the response further implies that my payment amount will increase to {$2300.00}, which I can not afford. My request is simple : I ask that my previous payments of {$470.00} continue, and that my income recertification date be extended as per the guidelines on the studentaid.gov website.
Despite my repeated attempts to reach out to Mohela over the last six months, I have been placed on long holds, been hung up upon, and have had significant difficulty escalating this issue within their departments. Moreover, no one has been able to explain the discrepancies or the rationale behind it. This has left me feeling frustrated and helpless.
I implore you and your team to take immediate action to resolve this issue. As a borrower, I have been making every effort to comply with the guidelines set out by the federal government, and I expect Mohela, as my loan servicer, to do the same.
Thank you for your attention to this matter, and I look forward to your prompt response.
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| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
Servicemember |
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When the XXXX waiver became available I applied, sent in the required documentation and received updates on how many payments would be eligible under XXXX. This took approximately 9 months. In XX/XX/XXXX I requested an update on the payments listed as ineligble due to forbearance/deferment. I made XXXX phone calls to MOHELA with each one lasting 2-3 hours waiting on hold to speak to a manager because this was an issue that needed " elevation '' I was told.
During calls I received a different answer to why these payments were considered " ineligible '', I was told that payments in forbearance or deferment would be counted in the XX/XX/2023, then in XX/XX/XXXXXXXX. I was told my payments didn't count because I was defaulted for nearly 36 months. I have no record of my loan being defaulted between XXXX. I never received a letter or notification via email nor a call from my servicer at the time, XXXX saying that. My loan was defaulted in XXXX during a period of Leave Without Pay status, I worked with the Debt Management Center during this time to put it back into Good Standing.
MOHELA stated they contacted the Debt Management Center, where all defaulted loans are placed for the time period in XXXX and no information was present, I contacted the Debt Management Center and was told my loan was not forwarded to them until XXXX. To date no one can give me an answer on where my XXXX XXXX was during that time period and MOHELA 's website states it was " in forbearance/deferment '' which is not the same thing as " defaulted ''.
My payment count to date is XXXX ( see attached materials ) and my loans could be forgiven at this time however it shows XXXX payments remain. I was never notified that my loan was even approaching default, no documentation has been found by myself nor MOHELA to indicate that it was in default. I am being penalized for items out of my control.
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| 06/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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During the COVID-19 forbearance, my direct federal student loans were transferred from XXXX XXXX to MOHELA for servicing. Prior to the federal student loan pause, I was on the PAYE IDR plan at XXXX XXXX with a monthly payment of around {$200.00}. Federal Student Aid/U.S. Department of Education is extremely clear about what happens after the federal student loan payment pause ends if you were on an IDR plan prior to the pause. Directly from the FSA/studentaid.gov website, in multiple places : " If you were on an IDR plan before the payment pause began, heres how youre affected : Your paused payments will count toward IDR forgiveness.
Youll stay on the same IDR plan when payments restart ( unless youve changed repayment plans during the pause ).
You dont have to recertify before payments restart and for six months after the payment pause ends. '' " You won't be required to recertify before payments restart, and the earliest you could be required to recertify is six months after the payment pause ends. '' Since my federal loans have transferred, MOHELA is stating my payments once they resume will be {$1000.00} monthly. I spoke with several MOHELA representatives on XX/XX/2023, who are stating that I missed my IDR recertification in XX/XX/2023, so I need to recertify now in order to get back on PAYE IDR plan. This is incorrect. Under the rule of FSA/U.S. Department of Education, I was absolutely not required to recertify at any time during the pause, therefore, I could not have missed my recertification date or have been required to recertify in XX/XX/2023. The earliest I can be required to recertify my IDR plan is 6 months after the payment pause ends. Also under the rule of FSA/U.S. Department of Education, my payment once payments resume should be the amount/plan they were prior to the federal student loan pause, which is around $ 207 monthly on the PAYE IDR .
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| 12/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I filled out my PSLF application in late XXXX and received confirmation from MOHELA on XX/XX/XXXX and it stated that they have received my request for my COVID payment refund and my PSLF application. I was told in writing it would take 90 days to complete and update my records with regards to my qualifying payment counts. 90 days had passed and I received word that my updated counts were completed but they did not update my last XXXX payments. When I called and spoke with a representative I was told there was an error on their side with updating my payment counts and since I sent in another PSLF application ( duplicate ) that it would take another 90 days to process. But this time she said XXXX business days which wasn't mentioned previously so I was a bit taken aback by the change in position. I also have never received any mention on when my COVID payment refund would be sent to me or how it would be sent to me. 90 days from XX/XX/XXXX would be XX/XX/XXXX or so and we are on XX/XX/XXXX as of this writing.
I am concerned that this company, the only XXXX authorized to do my PSLF application is not wanting to comply with this legislation, and are hoping through their lawsuit with the federal government that they will not have to forgive any PSLF loans. This is a travesty since I only need XXXX more qualifying payments to earn forgiveness and I have XXXX qualifying payments that just need my employment certified. I have left countless messages with information on how they contact my employer, using the internet to prove I am and was a teacher during those last XXXX payments. They won't do a payment count update, and I am at my wit 's end. I am trying to organize a grass roots movement to start a class action lawsuit against MOHELA, I just need lawyer who wants to get rich because there is definitely something going on here that needs to be shared with the world.
|
| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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During the XXXX pandemic I began qualifying for Public Service Loan Forgiveness Program ( PSLF ). When I started working for the federal government at the start of the pandemic, I was not aware that I qualified for PSLF. My loans were originally through XXXX XXXX XXXX XXXX XXXX XXXX XXXX After qualifying for PSLF , my loans transferred to MOHELA XXXX During the pandemic, I paid off some of my loans completely. After qualifying for PSLF and realizing that non-payment during the pandemic counts as payment, I requested to have my loans reinstated and the money refunded. I initially contacted XXXX XXXX XXXX XXXX XXXX XXXXXXXX who informed me that my loans had been transferred to MOHELA and that I needed to request the refund through MOHELA. On XX/XX/XXXX, I contacted MOHELA to have the loans reinstated and refunded. The accepted my request and ask that I check back in 60-90 business days. On XX/XX/XXXX, I contact MOHELA again and asked that the loans be reinstated and refunded. On XX/XX/XXXX, I contacted MOHELA again and made the same request. On XX/XX/XXXX, a check from the Treasury Department arrived that was a refund for my reinstated student loans totaling {$570.00}. However, during the pandemic, I paid off {$58000.00} in student loans. On XX/XX/XXXX, I contacted MOHELA and informed them that the refunded amount was incorrect. On XX/XX/XXXX I contacted MOHELA again and requested that the correct amount be refunded totaling {$58000.00}. On XX/XX/XXXX, I contacted MOHELA again and requested that the correct amount be refunded totaling {$58000.00}. On XX/XX/XXXX I contacted MOHELA and was informed that I needed to ask XXXX to reinstate my loans so that I could request a refund. I contacted XXXX and was informed that MOHELA is responsible. Both loan servicers are stating that they are not responsible for reinstating the paid off loans and refunding me {$58000.00}.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I made payments on my student loans in XXXX and XX/XX/XXXX. My account was put into forbearance by MOHELA in early XX/XX/XXXX due to my bill for XX/XX/XXXX having not been sent on time. As part of the new PSLF rules as published online ( https : //studentaid.gov/manage-loans/forgiveness-cancellation/public-service/questions # qualifying-payments ), additional payments can be handled as follows : " You may prepay, or make lump-sum payments, which first apply to any months during which you missed a payment and then would apply to future months up to your next income-driven payment ( IDR ) plan certification date or 12 months. For example, if you recertified your IDR and your monthly payment was {$100.00}, but you paid {$1200.00} for the first months payment, that payment would count as 12 separate monthly payments for that year. You would not need to make another payment until the next 12-month cycle when you have to re-certify your income for IDR. These payments would count as qualifying payments toward PSLF forgiveness once you certified your employment with a qualifying employer for the same 12-month period ( which you cant do in advance ). '' In reviewing my payment history, I noticed MOHELA applied my XXXX and XX/XX/XXXX payments to principal only even though I previously indicated in my account that I want additional payments to be applied to paid ahead status. When I called MOHELA to confirm my payments from XXXX and XXXX should be applied to my payments due in XX/XX/XXXX and XX/XX/XXXX, I was told this is not possible and the only option was to have them applied to the principal balance. My income re-certification is due in XX/XX/XXXX. I attempted to escalate this concern to a manager but was unable to connect with one. Based on the information published on studentaid.gov, MOHELA 's management of my payment is not in congruence with current standards.
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| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am writing to file a formal complaint against Missouri Higher Education Loan Authority ( MOHELA ) regarding their failure to update my student loan account status as " paid in full '' despite the full repayment of the loan. My loan account reference number is XXXX, and I am deeply concerned about the inaccurate reporting of my account status.
I successfully completed the repayment of my student loan with Mohela on XX/XX/. I have attached a copy of the paid-in-full confirmation ( the 1099-C Copy B ) that I received from the IRS/Mohela, which clearly indicates the cancellation of the debt. Despite this, my account on their platform still reflects an outstanding balance and does not reflect the accurate " paid in full '' status.
This discrepancy has serious consequences for me, as it affects my credit report and financial standing. I have diligently fulfilled my obligation to repay the loan, and I expect accurate and timely reporting from Mohela to the credit bureaus. The failure to update my account status has the potential to harm my credit score and financial reputation.
I have attempted to resolve this matter with Mohela directly by contacting their customer service at XXXX but they act like they didn't know what I was talking about. However, my efforts have been unsuccessful, and the issue remains unresolved.
I kindly request that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to ensure that Mohela updates my account status to accurately reflect the paid-in-full status of my student loan. Additionally, I request that Mohela be held accountable for any potential harm caused to my credit score and financial standing due to their failure to report the accurate information.
I appreciate your prompt attention to this matter and look forward to a resolution that ensures the accuracy of my credit report.
|
| 06/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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I have been trying to get Mohela to process the recertification form for my XXXX student loan forgiveness since XXXX. I have 113 qualifying payments and 120 are needed for public student loan forgiveness. I would reach the 120 payments if Mohela would process my employment recertification form for calendar year XXXX that I mail in XXXX of XXXX and I also mailed a new form in XXXX of XXXX because my file was never updated. I have called and they tell me they will update my file with the form within 2 weeks and nothing is ever updated. Last time the representative XXXX XXXX is the only identification she would provide ) told me that they have missed processing the form because they are being marked as duplicated. I said why, they could not tell me why. When I have asked to speak to a supervisor they tell me it would be at least an hour.
I think they are intentionally not processing my form to stop me from getting loan forgiveness.
When I ask for a name of who is helping or a badge number for identification -- they will not give me any identifying information. This place is fraud.
To be clear, I am not asking CFPB to weigh in on the legitimacy of my PSLF form ( I have worked at the same qualifying employer for over 17 years ) rather asking PSLF to make Mohela comply with the law and process client forms in a timely manner. Moreover, they should not be blocking legitimate PSLF applications from being processed for loan forgiveness.
In the uploads I have attached a few things : XXXX. Webpage that shows I am 113 of 120 payments toward PSLF 2. Webpage showing uncertified payments in XXXX.
3. Employment Info shows they have my employment at XXXX XXXX XXXX XXXX through XXXX.
XXXX. Documents Received : this shows the forms I have sent in any both marked duplicate. I would have attached the PSLF form, but it does have my SS # and other personal info.
|
| 11/08/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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MOHELA claims to be having my loans transfered, but months have gone by, and XXXX says they have received no requests.
MOHELA has nothing in my account to indicate that I have applied for PSLF more than once.
I applied for PLSF in XXXX and have followed up for 10 months with few answers. I spoke with XXXX on the advocacy team on XX/XX/22 and was told my application issues would be reviewed. He gave me a number to connect me directly to the advocacy team. When I tried to follow up, it was a non working number. XXXX I applied in XXXX. I spent months calling MOHELA and was finally told this summer that XXXX did not transfer my account, because they failed to verify my current employer of 13 years ( though it was on the application ). Instead of verifying it, they transferred it in XXXX so MOHELA would have to do it, but it still had not been processed at all and never showed on my account. I applied several more times to MOHELA starting in XXXX. There is still absolutely no record that MOHELA has received my application. It just says my loans are in good standing on the MOHELA site. After many, many calls, I spoke with XXXX who said that XXXX had my loans recorded as still being with XXXX XXXX. In reality, XXXX transfered my application to MOHELA and my loans to XXXX. He said they would review the application and get it moving. I never heard another word and can not get in touch with anyone at all. None of their published numbers actually work. They just have 15 minutes of recordings and then hang up on you. I'm ten months into my application and can not get any help or answers, and I'm being given false contact information.
I call every week and no progress is made toward moving my loans. There is no way to monitor the pending application. My account has been blank for months. They have not even acknowledged the applications they say they have received.
|
| 12/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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|
Mohela is my loan service for my student loans. My income driven repayment income renewal date on the Mohela website is XX/XX/XXXX ( or XX/XX/XXXX depending on where you look on the website ). According to studentaid.gov ( representing the Department of Education ), the earliest you renewal date can be is XX/XX/XXXX. If your renewal date is before XX/XX/XXXX, your date gets pushed out a full year. This can be found under the " Income Driven Repayment '' section of this webpage : https : XXXX I called Mohela XX/XX/XXXX to confirm I would then renew XXXX of XXXX. The customer service agent had no idea what I was talking about and gave me the run around giving a lot of excuses that made no sense. I told her I needed her to talk to a supervisor since she wasn't aware of the rule at all. After talking to said " supervisor '', she starts telling me that date listed as my IDR renewal due date is just a 60 day notice and that my renewal is actually in XXXX. This was so interesting that she and her supervisor came up with this after I told them about the rule above- when I first brought it up they did not even know it existed. I told her that was awfully coincidental and suspicious that all of a sudden thats not my real renewal date and it just happens to be actually in XXXX and that I needed the website to reflect that if that is the case. They are telling me that they can't do that.
I then told her I needed to speak directly to a supervisor. I was " approved '' to do this ( what?? ) and sat on hold. About 30 minutes later a supervisor picked up, I told her about my renewal date and the info on studentaid.gov. She said she wasn't aware of this rule and would look into it, putting me on a brief hold. I then sat on hold for the next 3.5 hours before the phone got disconnected. I tried calling back and long story short got disconnected again after about an hour.
|
| 06/29/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Older American |
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I had been paying on my student loan by automatic deduction beginning in XX/XX/XXXX. In XX/XX/XXXX I learned about public service loan forgiveness. I then transferred my loan to the Dept. of Education to be eligible for loan forgiveness in the future. When I spoke with a counselor over the phone explaining that I was making this transfer to be eligible for student loan forgiveness she suggested that I choose a repayment plan. I asked her which one was appropriate and she advised me which plan to choose. The repayment amount was less than what I had been paying. I chose this plan based on her advice and began making payments by automatic deduction. In XX/XX/XXXX I called Mohela, the loan servicer, to ask a question about loan forgiveness. That counselor advised me that my repayment plan was ineligible. She suggested a repayment plan that WAS eligible and I chose it and again began making automatic payments. The payment amount was consistent with what I had been paying originally.
In XX/XX/XXXX I called Mohela with a question about the status of the public service loan forgiveness program and was informed by them that my repayment plan was ineligible. They suggested that I transfer my loan to the Federal Loan Servicing Program.
Today, XX/XX/XXXX, I received an email from the Federal Loan Servicing Program informing me that my repayment plan was ineligible for public service loan forgiveness. They informed me today that I must choose a plan that is hundreds of dollars per month more than what I am already paying. After ten years of these payments, I will be eligible for loan forgiveness. In ten years I will be seventy-five years old.
Had I not been misinformed by Mohela on two occasions since XX/XX/XXXX I would have been making eligible payments and be able to apply for loan forgiveness in XX/XX/XXXX.
I hope there is a way you can help me rectify this.
|
| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I consolidated my federal student loans and applied for SAVE ( previously on REPAYE ) back on XX/XX/2023. The consolidation was processed in XXXX but the SAVE application was listed as processing on Mohela. I checked my account on XX/XX/XXXX and noticed that my SAVE application was still listed as processing but my repayment was on the LEVEL ( standard plan ) and due in XXXX. I called on XX/XX/XXXX to get an update on my SAVE application. The rep on XX/XX/XXXX told me my SAVE application must have gotten lost and to resubmit the application verbally. I did that and was placed on administrative forbearance until XXXX.
On XX/XX/2023 a bill was generated for my account and still was listed for the LEVEL payment. I called on XX/XX/XXXX to see what was going on since I now have a payment due for the LEVEL ( standard ) repayment due on XXXX. I was told by three different reps that once again my SAVE application from XXXX has been lost or is not finished processing. I was once again told to resubmit my SAVE application and it would take 10 business days to process. Seeing as I can't afford the standard repayment, I asked if the administrative forbearance be extended through XXXX to give the application time to be processed. The rep told me they could only put me on a " processing forbearance '' through XXXX and it would NOT count towards PSLF.
Attached is the screenshot depicting the now XXXX IDR applications I have submitted for SAVE.
At this point it is taking almost 5 months to try to get on the income driven repayment plan that I have been told to be put on. Now my forbearance will not count towards my PSLF thanks to the incompetence of Mohela. It is unacceptable to still be dealing with this and Mohela needs to be held accountable by the Department of Education and the federal government for misleading loan borrowers and losing their applications.
|
| 08/21/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am eligible for Public Service Loan Forgiveness. I am a XXXX who has worked at XXXX XXXX XXXX XXXX full time since XXXX.
In order to get the PSLF I first consolidated my loans with Mohela, as required. Then, I filled out Mohela 's online application. My application was not accepted. So, I submitted a paper copy, which was accepted. After waiting a long time I received a letter telling me that XXXX XXXX XXXX government EIN number was in their database as a for-profit business. They asked me to submit a letter from my employer stating the name of the XXXX, that it is a non-profit, how long I have worked there, and giving the EIN number. I submitted the requested letter by uploading it to their website. I followed their exact directions regarding where to upload it. I received a denial letter again. When I called them they told me I had uploaded it to the wrong place. So, I uploaded it again. Today I received an email saying that my EIN number is not eligible, and that they need a letter from my employer ( the same letter I already uploaded twice ) or a W2. I uploaded the W2 and called them. I am now taking to a supervisor who is escalating the application, but I have no faith in the process as they seem unwilling to research the EIN number themselves, and I have no idea how to prove that XXXX XXXX is a non-profit other than by the means I have already employed.
My manual application was processed on XX/XX/XXXX. Since then, I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and today XX/XX/XXXX. Each time I call they tell what I need to do and then say it will take up to 30 days to process.
Now they are escalating my case, but also telling me that it could take up to 30 days to resolve, and in the meantime loan payments resume on XX/XX/XXXX. I should not have to pay them anything as I have been trying to have this taken care of since last XXXX.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
|
I believe my federal student loan servicer, Mohela, is mishandling my request to change my repayment plan.
I contacted Mohela on XX/XX/XXXX to have my loan repayment plan changed from the default standard-repayment option, to the Extended Graduate Repayment plan. Since XXXX XXXX, I have called Mohela 7 times, which on average each wait hold time takes 4 hours for each call ( which mind you has to be done during my work day ). Thirty business days from my original request would have been XX/XX/XXXX. 45 days would have been ~XXXX XXXX.
We are now THREE months out from me requesting a repayment plan that, per the federal government, I am allowed to change to. But every time I interact with a person/supervisor at Mohela Im told , Mohela is running a bit behind. And on multiple occasions Ive been pushed to go into forbearance even though I have repeatedly said I do not want to pursue that option. How is a federal loan servicer 's unpreparedness now the burden of the borrower?
I have talked with five different Mohela supervisors between XX/XX/XXXX and XX/XX/XXXX. Each one of them said they expedited the process to request my repayment plan change. One said this will be done end of business day today, I promise. That was the first week of XXXX. One said she would call me with an update she never did. One said, I can guarantee your XXXX bill will reflect your new payment plan. It didn't. Additionally, I have requested from three of these supervisors all the notes Mohela has on my account including call logs ( not transcripts ) be sent to my account. Each said they would, and yet I still havent seen these either. As I told the multiple supervisors, I want in writing an acknowledgement of the day I made my original request ( which had to be done over the phone ).
As of XX/XX/XXXX, my request to change my repayment plan still has not gone through.
|
| 03/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
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Web |
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I was notified XX/XX/XXXX about my server loan company Mohela will be notified about the case resolved with sweets vs Cardona This means my student loans will be deleted per my school-involved XXXX XXXX XXXX and that I will no longer have to make payments to the loan server to where my account was transferred from XXXX most recently. Mohela as the new server will remove all debts owed and shown on file to notify all credit bureaus about the news from the case mentioned above to remove such notices and amounts shown on my credit report. Therefore, once the cr bureau is notified my score is to increase as it never did before with the existing student loans on file. I never owed this outrageous amount. Charges in interest by DEPT OF EDU. My father had died as a militant man and I had a parent loan which he paid. Someone changed my student loan to a single loan from a parent loan and I learned that you can not do such a thing to any student. Besides that, the school XXXX convinced me and other students ( while other schools are involved ) that I/we will make over a certain amount like XXXX working in our graduate field. Bigotry was also a part of the school 's lack of integrity and advertising to gain loyalty. Upon my father 's death, he made sure my loans were paid in advance. The school then charged erroneous payments for out-of-state fees and dorm fees, which I was in a state with a driver 's license and address in Georgia where I lived in and out of the dorm but merely, but I was overcharged at XXXX a year for XXXX yrs when my father had paid the bill before me graduating. Nevertheless, I completed the XXXX Borrowers defense application in XX/XX/XXXX ordered by President Biden. This announcement also affected the sweets vs Cardona case win and resolution on XX/XX/XXXX! I also mailed you a letter from dept of Edu! And called you last 2 weeks ago.
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| 01/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Good morning, I am respectfully requesting reconsideration for my payment counts. I currently have XXXX loans ( XXXX DL XXXX Unsubsidized and XXXX XXXX XXXX XXXX ) both with XXXX payment counts and XXXX DL Consolidation Subsidized and XXXX DL Consolidation Unsubsidized ) both with XXXX payments counts. I previously consolidated my loans in XXXX. After my loans were transferred from XXXX to Mohela this summer, I contacted Mohela 's customer service representatives several times requesting guidance and asking what, if anything, needed to be done on my account. I was instructed to submit updated employment verification, which was submitted prior to the Limited PSLF waiver expiration. I contacted Mohela at least XXXX times before XX/XX/2022, and at least XXXX times after. Today, I spoke with a supervisor who advised that I should've consolidated my loans to receive the benefit of the higher payment counts. This was my XXXX time hearing about this. Additionally, she provided contact information for the ombudsman which I have also contact. Also, I requested transcripts from Mohela as proof of my prior contact with the loan servicer. As such, I am respectfully requesting that my loan counts of XXXX on both loans be updated to the XXXX, so I can receive the benefit that was not properly explained to me during my previous calls and interactions with my servicer. If I can not call the loan servicer and receive proper guidance regarding my loans, who can I call. For this reason, I would like to request reconsideration. I'm awaiting the requested transcripts. If necessary, I can forward them upon receipt. Mohela, as my loan servicer, did not provide accurate guidance when I contacted them prior to the XX/XX/2022 deadline. Had they done so, I would have consolidated my XXXX loans, so I could receive the benefit of my highest payment count which is currently
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| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA is claiming that I missed a payment that they had already assured me would not be due. In XX/XX/2023, they tried to switch my loans from the REPAYE income-driven repayment ( XXXX ) plan to the XXXX plan ( a different IDR that replaced REPAYE ). But MOHELA processed the switch incorrectly and only switched the payment plan for XXXX of my eleven loans, and then tried to bill me for the full amount of a standard non-IDR plan for my payment due XX/XX/XXXX. I called MOHELA to sort out that problem, because at the time their website was telling me that my loans were somehow simultaneously in forbearance and had a full non-IDR payment due on the first of the month ( over {$1000.00}, as opposed to the XXXX XXXX XXXX monthly payment I should owe under an income-driven plan ). I then called MOHELA to sort that out, and the representative I spoke to told me that the amount due shown on the website for XX/XX/XXXX was an error, and the loans were in fact in a forbearance while MOHELA got all of my loans onto the correct repayment plan. This representative told me that I didn't have a balance due on XX/XX/XXXX, and that I wouldn't be penalized because of their website error showing that I had that payment due while my loans were listed as in forbearance. Now, all of the loans have been put on the correct plan ( the XXXX plan ), and my amount due shown for XX/XX/XXXX looks correct, but MOHELA is telling me that I missed the XX/XX/XXXX payment that they had already assured me wouldn't be due while they sorted out their own incorrect processing of my loans ' switch from XXXX to the XXXX repayment plan. I can afford to pay them the {$230.00} they say I'm behind, but I will not tolerate them reporting or recording that I missed a payment, after their own representatives told me that the bill for that payment was in error and I didn't owe anything on it.
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| 09/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I am enrolled in XXXX XXXX XXXX XXXX with Mohela. As such, I believe I am required to recertify for income drive repayment year, though this has been affected by COVID. Anticipating the need to recertify ahead of payments and seeing notifications on the Mohela website, I submitted a recertification in XXXX of XXXX. I received a denial XX/XX/XXXX stating it was unclear if my request was intended to recalculate the monthly payment. I was confused by this statement and called Mohela. They stated they did not understand the denial and that I should resubmit. I resubmitted again and was denied again XX/XX/XXXX. I called Mohela and different representative stated they did not understand the denial but when I asked if I needed to recertify that affirmed, YES, that I did. That representative completed the recertification over the phone and the decertification was process. I now have a payment that is SIX TIMES what was expected prior to recertification. At no point did the customer services representatives or the website or even the denial letters simple explain that recertification was not due until XXXX months after payment restarts. That language did not come up until I received my recertification letter with my new payment amount. I believe I was intentionally misled in order to make higher payments.
I called Mohela today XX/XX/XXXX in order to remove the recertification as I have seen evidence that the situation can rectified this way and declined to remove the most recent recertification. I also asked to be recertified given my plan to file separately in XXXX and the told me I was unable to include future information in my current recertification. Additionally, they told me recertications processed over the phone can be inaccurate, but still declined to remove the recertification even though the only attempt approved occurred over the phone.
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| 05/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I initially applied for PSLF during the Waiver period last year. I then updated my non-profit employer from XXXX. I had an issue where my employer ( a non-profit public hospital ), was being flagged as a for profit. This was corrected in XXXX.
During that same month, my Waiver credits were applied to my account, giving me 55 PSLF payment credits.
I have waited for updates on my account, as I watch my colleagues seem to breeze through the process, with a handful already receiving forgiveness. On XX/XX/XXXX, I called at XXXX. The representative was quite thorough and found that 28 payment credits were missing for : XXXX - XXXX XXXX - XX/XX/XXXX I was a public school teacher at the time - PSLF certification was submitted and is attached to show what I submitted to account for these date ranges. The representative submitted a review on my behalf to reconcile those missing 28 payment credits. She told me that I need to wait 14 days for feedback I was anxious and called again on XX/XX/XXXX. It looked like nothing had happened yet following the request for review. On this day, this representative contacted her Supervisor, who tried figuring out why waiver credits were missing for date ranges listed above. The Supervisor also saw no reason for this and submitted yet another Review to try and reconcile the missing payments.
I believe that whomever counted the payment credits, may have mistakenly only counted one of the two separate occasions I worked for XXXX XXXX XXXX XXXX. I worked there twice. First from XX/XX/XXXX to XX/XX/XXXX, and then I went back and worked from XX/XX/XXXX to XX/XX/XXXX. I have attached both work certifications to show what I submitted to Mohela.
I feel that I continue to wait - call - told to wait some more. This has been a cycle. I would appreciate if the waiver credit for my 2nd time as a teacher were counted.
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| 08/16/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
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I became XXXX in XX/XX/XXXX and notified MOHELA, the company holding my loans ( {$58000.00} ; {$8800.00} and {$5200.00} from XXXX ) that I was no longer working and dependent on food stamps as I applied for XXXX. The customer service agent, XXXX, said I would be placed on zero payment due status because I was receiving food stamps. I began the process for permanent dismissal of the loans through XXXX. Over the past two years ( it has taken over 4 years to qualify for XXXX because I have severe XXXX at least 4 days a week and suffer from XXXX XXXX/XXXX ), MOHELA representatives began calling, sometimes twice a week. I notified them that I was still on food stamps awaiting XXXX and was forced to allow a friend to live in the home I had rented since I could n't afford the payment, and lived with different friends ; therefore, I did not receive communications from MOHELA. On XXXX XXXX, I called MOHELA and spoke with XXXX, to let her know documentation had been submitted to the Dept. of Education/XXXX to dismiss my loan permanently. Although she initially indicated she would correct the delinquent payment indications on my credit report since my circumstances had not changed until I was approved by XXXX ( though still waiting for payments ) ; she indicated I would have to complete another form for them because dismissal by XXXX could take up to 120 days ( I submitted all required documentation to them XX/XX/XXXX ). Then she told me she would not make the corrections to my credit report ( which have dropped my FICO score 200 or more points ). I am afraid to sign anything from MOHELA after this experience. I simply want MOHELA to remove the delinquent payment indications on my credit report because of the financial hardship I was suffering for the past four years ; I am XXXX XXXX ; and I was not in the home to receive communication from them.
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| 07/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My Federal Students loans were given to Mohela because I applied for their PSLF because I work for a county Healthcare Department. I will out all the paperwork and completed an application for repayment sense the XXXX pause is almost up. I did everything that I was supposed to do. So I received an email saying MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion. Congratulations! Our records indicate that you have exceeded the required 120 qualifying payments needed to receive forgiveness under Public Service Loan Forgiveness ( PSLF ). It will take some time before the forgiveness is processed on your account. There is nothing further you need to do at this time. Once the Department of Education notifies us to process the discharge, you will be sent notification. Please be advised that any refunds you are expected to receive are issued from the U.S. Treasury which can take 60-90 days to receive. We appreciate your patience during this time. If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX Thank you, MOHELA Phone XXXX Fax XXXX TDD Dial XXXX XXXX XXXX XXXX T-W, & XXXX Th-F. XXXX XXXX XXXX XXXX, XXXX, MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information So I wanted to call and make sure. They said oh sorry we didnt mean to send you that. You still have to pay. If I wouldnt have called I would have never know. Per their email I wouldnt be making payments anymore. Then I would have been in default for not paying. This to me is not something to just brush off. This is their fault. When I called to talk about they couldnt even explain to me how it happened. They hung up on me.
What should I do?
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| 12/11/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I have been trying to apply for XXXX XXXX XXXX XXXX ( XXXX ) since XX/XX/XXXX. I originally submitted the XXXX application to XXXX in XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, XXXX qualified payments dating back to XX/XX/XXXX, but failed to qualify any of my employment between XX/XX/XXXX to XX/XX/XXXX, and from XX/XX/XXXX to present. My Federal student loan transferred from XXXX to MOHELA on or about XX/XX/XXXX, and on XX/XX/XXXX I uploaded the XXXX form, dated XX/XX/XXXX, with the explanation that the form was not completely processed. When MOHELA processed the form, they marked it as a " duplicate form '' with no action taken. I called MOHELA on XX/XX/XXXX when I received a status notification, explained again that the company did not action the form properly, then was asked to resubmit the form for another review. MOHELA validated my XXXX employment from XX/XX/XXXX through XX/XX/XXXX, but failed to validate my XXXX XXXX XXXX from XX/XX/XXXX to XXXX. I contacted MOHELA again on XX/XX/XXXX to complain and request they validate my XXXX XXXX service. I was asked again to resubmit the form for review. MOHELA later marked the form as " processed '' with no action. I called MOHELA again on XX/XX/XXXX to complain for a third time. A supervisor in their XXXX Department reviewed the documents I uploaded on the previous occasions, confirmed I completed the forms properly, and was confused on why the XXXX XXXX service was not validated. I was asked to upload the form again, and it is still pending action ( status : processing ). To date, I have XXXX eligible payment, with only XXXX identified as qualifying. When the COVID forbearance expires at the end of XX/XX/XXXX, I will be required to resume payments each month until MOHELA validates my qualifying employment and completes the XXXX application process I started more than a year ago.
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| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Mohela has been unresponsive to my questions about my account. They have also changed so-called " policies and procedures '' throughout my interaction with them over the past 5 months. I applied for public service loan forgiveness in XXXX of XXXX. I was told it could take up to 90 days. In XXXX, I received two notices. The first was an update showing that my certification had been updated. And the second stating they had. These were very confusing because although they were transmitted electronically they appeared to back dated and was challenging to piece together which notice was correct. Since then, I have been told there's no other paperwork I need to file and my account reveals the necessary number of qualifying payments. However, I have not been able to confirm whether Mohela has taken any next steps to contact the Department of Education so that my loans can be discharged. I have called multiple times and received no answers. Most recently I called on XX/XX/XXXX and spoke to XXXX who only spoke to me vague generalities about how the process works and would not answer my questions about my account. He promised to transfer me to a supervisor but after 30 minutes on hold they hung up and never called back as promised. Today, XX/XX/XXXX, I attempted to utilize the chat function where I spoke with XXXX. Again, she only spoke in vague generalities and when I continued to ask questions specific to my account she told me I could call to speak to a supervisor and then blocked me from continuing the chat. The other complication is that when I call and use the directory it suggests that there has been another document uploaded to my account in XXXX that I can not see online and that I did not personal submit. I don't know what else to do in order to get information relative to my own personal account. This is completely unacceptable.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Formal Complaint Against MOHELA for Failure to Implement Public Service Loan Forgiveness ( PSLF ) To Whom It May Concern, I am writing to formally file a complaint against MOHELA for their failure to implement the Public Service Loan Forgiveness ( PSLF ) as mandated by federal law after my completion of 120 qualifying payments. Despite fulfilling all the requisite criteria set forth by the Department of Education and the PSLF program, I have been met with administrative hurdles, lack of clarity, and ultimately a failure to forgive my loans as promised.
Chronological Overview of Events Initiated loan repayment plan on XX/XX/XXXX.
Completed 120 qualifying payments as of XX/XX/XXXX.
Submitted PSLF application on XX/XX/XXXX. ( Several prior attempts as well. ) Application on hold pending processing as of XX/XX/XXXX.
Attempts to Resolve the Issue I have reached out to MOHELA 's customer service multiple times to resolve this issue. Each time, I have been given vague or contradictory information, complicating the process further. Despite supplying all necessary documentation to prove my eligibility, my application for forgiveness continues to be denied.
Violation of Federal Law I believe that MOHELA 's actions are not just an administrative error but a violation of federal law concerning the Public Service Loan Forgiveness program. They have failed to honor the commitment made to borrowers who dedicate their careers to public service.
I kindly request that the CFPB investigate MOHELA 's business practices related to the PSLF program. I also request that actions be taken to ensure MOHELA complies with federal regulations and proceeds with loan forgiveness as stipulated in the PSLF program.
I am prepared to provide further documentation or testimony if required. I look forward to a prompt resolution to this serious issue.
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| 12/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My loan was consolidated from XXXX to XXXX XXXX for the purpose of applying for the XXXX XXXX.
XXXX via MOHELAs message system took months to get a reply, which never answered the questions I had at the time unrelated to this XXXX refund complaint. I have called multiple times and stayed on hold for up to XXXX hours.
I requested a XXXX payment refund on XX/XX/22 after a coworker requested her. The first representative I spoke to that day barely answered my questions. When I asked to put the request in she said I would have had to do that before I consolidated, then when I began to question and talk about my coworker the line went dead. And this was after a XXXX hour wait.
I called back and waited again. This time the representative was nicer and put the request in. I was told it would be XXXX weeks. When the XXXX weeks came close I called back with my coworker to verify it had been sent. That representative assured both of us it was sent to the treasury, but that the timeline was now XXXX business days.
Last week was XXXX business days. We called back again, together to verify the request. This representative now told us that It probably didnt get sent to the treasury because we dont qualify. This representative fumbled along trying to direct us to the studentaid.gov website, but couldnt answer our questions.
Yesterday my loan on studentaid.gov was zeroed out with an affective date of XX/XX/22. My request was made on XX/XX/22, and my XXXX form was not signed or uploaded until XX/XX/22.
The rules to XXXX refunds made eligible by the Cares XXXX keep changing per these MOHELA representatives. And, now convienently my loan has been forgiven with a date prior to my actual submission.
Im seeking help with COVID refund payments that I was promised through MOHELA and assured that it was processing with the treasury.
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| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I attended XXXX or XXXX XXXXXXXX XXXX from XXXX. I can't ever get a person whenever I call Mohela. On a side note, I was denied the XXXX because I didn't have my govt. loans in a " direct loan '' for the whole 10 years.?
Anyway, when I refinanced my home, in XXXX or XXXX. I took about XXXX grand of equity out and I paid off the rest of my direct loans from XXXX XXXX, a XXXX XXXX. I shouldn't have done that! My friends are getting refunded money paid towards their loans from the Corinthian lawsuit and their loans forgiven, but I never got a refund or a letter. I don't have any more loans from attending XXXX so is this why? How do I get reimbursed? I'd love to put this back in to my home or help to assist my XXXX with his college. This is XXXX grand that I really need as a single parent. If others are getting their loans forgiven and getting their money back that they paid towards their loans, I should as well. I don't know how to go about it though. Since I don't owe money for these old loans, maybe it's not automatic in the system. How do I get them pulled up so I can get refunded. I can't understand how I wouldn't be eligible for a refund by being responsible and paying them off ( only about 4 or so years ago when others have not made any or little payments! I didn't have the money, but I refinanced to get rid of them. I can really use this money. Please please help! I called the department of education, and they said I needed to contact Mohela for the Corinthian lawsuit loan refund, but they don't answer.
Not as important at the moment, but I'm also waiting on a refund from the money I paid during covid on my newer loans. I was told it would take up to 90 days. It's been way longer. I really appreciate your help with these issues. I am lost on what to do.
Sincerely, XXXX XXXX last XXXX of ss # XXXX XXXX XXXX XXXX
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| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have reached out to MOHELA numerous times over different issues and have yet to receive a response. I have tried calling and the wait times are hours and they state to do the secure messaging in the portal.
XXXX XXXX send standing instructions for additional payment never responded. Followed up on XX/XX/XXXX still no response.
XXXX XXXX - signed up for auto pay back in XXXX. I never got a letter saying my due date but my auto debit date was scheduled for the XXXX. The XXXX comes and they withdraw the money from my account, take 4 days to process and state my account is past due. I contacted to update my auto debit date to the XXXX to take into consideration their processing times ( still with no idea when my payment is actually due ). I have still received no response.
Additionally, I am on the SAVE plan and any interest accrued not covered by my payment is to be subsidized by the government. That is not the case, the interest is still accruing. So come next month I will have all this additional interest and make my payment go toward that when I specifically enrolled in a plan to avoid that. There has been no messaging from MOHELA on this. Good luck getting through to anyone on the phone and secure messaging clearly is not working.
I am just unsure how Im supposed to know when my loan is due without a statement ( digital is fine ) but I have no idea on an actual due date and in what work can I not get through to change my auto debit date? I could manually pay on the date I want but then I lose the interest rate deduction.
Truely seems like a scam to make more money and if the company can not handle everyone returning to repayment, they need to hire more people or provide messaging and accurate hold/wait times. Do not say secure messaging will be answered in 48 business hours and then not answer for a month.
|
| 10/25/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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Greetings, I have frequent and distressing problems with my loan company, MOHELA. My current problem is that they revoked my deferment ; while confusing ( I was under the impression from them that my XXXX enrollment was sufficient through XX/XX/XXXX! ), they also did so after a barrage of bizarre messages that appeared to change my loan terms from when they was instituted ( e.g., XX/XX/XXXX -- these were consolidated loans ), then notified me that a standard payment was due with less than 10 days warning.
Further, they have ( and still do ) present me with conflicting information. I managed to get that first payment in by XX/XX/XXXX ( {$260.00} ), in fear of getting a 'late payment ' tag, but they were also telling me at the same time that a payment of a different amount ( {$270.00} ) was *first* due on XX/XX/XXXX. There is still conflicting information on their website -- it both tells me that a payment is due on XX/XX/XXXX ( {$270.00} ) and that no payment is due. Interest is accruing, however.
Finally, I received no official explanation for the change in terms, nor why they instantaneously increased my Current Principal to {$21000.00} from {$20000.00} ( an increase, without explanation or warning, of {$400.00} ).
I have asked them repeatedly for an itemized accounting of every aspect here, and they have stopped responding and refused to provide one, even after I indicated last week that I would contact you for help. At least once a year, I have some event like this occur with this company ; things only ever get sorted when I contact the CFPB or the Federal Loans Ombudsman.
I am attaching a screenshot of my account after my recent payment ( as of today, XX/XX/XXXX ).
Thank you for your assistance in getting MOHELA to account to me the circumstances of my Federal Loan.
Best, XXXX XXXX MOHELA Account : XXXX
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American, Servicemember |
|
I started in XXXX COVID loan forgiveness program, I have the qualifying 120 month/10 years with non-profit employment, i have been told several times my load was forgiven, I was with Navient, XXXX XXXX Services XXXX XXXX Mohela. I have a XXXX page track record of everyone I have spoken to in Mohela, I was told they are processing my information but I needed to email my XXXX 's which i have done 8 times, they are not located so I email again, I am getting the run around half the time i feel the person I am speaking with has no idea what to tell me. the last time I called I was on hold for XXXX XXXX hours before I could speak to a supervisor, I spoke XXXX XXXX XXXX case # XXXX was asigned to me said check in of XXXX I should be getting a letter forgiving my loan, did not happen, I spoke XXXX XXXX - XXXX XX/XX/XXXX Resolution team, she promised me my loan will be forgiven because I have 120 month/10 years full time employment, said she would call/email process within 30 days this did not happen, I spoke to XXXX ( employee XXXX XXXX ) - supervisor end of XXXX after waiting XXXX XXXX hours said i need to email XXXX XXXX yet aging that was the hold up, I asked her why the last supervisor XXXX said everything was XXXX place my loan was forgiven, XXXX said they do not have an XXXX XXXX, XXXX XXXX XXXX would XXXX me XX/XX/XXXX letting me know I was approved, she promised me several times she would not let me down, she did no call. I am paying {$17.00} a month, back in XXXX i owed less than {$8000.00} now it's over {$23000.00} with the interest rate and who know what ever charges I have, this is so wrong, I am very educated on the media with Mohela not using the COVID funds properly, I need help I need to know who I can speak to that will review my case and see that I have been scammed, please, please help me I need your help.
|
| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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On XX/XX/XXXX I made what I believe to be my XXXX qualifying PSLF payment, a payment that was due on XX/XX/XXXX. My employer and I filled out the PSLF application on XX/XX/XXXX and XX/XX/XXXX respectively, which Mohela received on XX/XX/XXXX according to their online portal. The application is still in " processing '' status according to Mohela 's portal, despite Mohela 's website which claims processing occurs in XXXX calendar days. However, Mohela did update my payment count to show XXXX qualifying payments, and XXXX payment needing employment certification, that payment apparently being for XXXX, XXXX.
I believe the XX/XX/XXXX payment for the bill due XX/XX/XXXX should count as qualified, because my employer ( the XXXX of Alaska, Department of XXXX ) certified that I was still working for it on XX/XX/XXXX. I spoke to a representative from Mohela on the phone who said that, yes, the XX/XX/XXXX payment was the XXXX payment, and it does count for XXXX, but I still need my employer to certify that I was working for them in XXXX ( after the date of the payment ). Fortunately, I do still work for the Alaska Department of Law, so I will follow the supervisor 's advice and fill out a new PSLF application.
However, I believe the supervisor and Mohela ( generally ) are incorrect. PSLF is based on making XXXX on-time payments, not based on a certain number of months being employed in a qualifying job. If the XXXX payment is made while the applicant is working in a qualifying position, the applicant is eligible, their application should be granted, and they should not have wait for another month to submit the application.
I would like Mohela and DOE to grant my PSLF application, and more importantly, fix their misinterpretation of the law so that other other eligible persons will obtain forgiveness in a timely fashion.
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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On XX/XX/23 I had completed a XXXX application in preparation of student loan repayments starting. By XXXX I still had not received any confirmation regarding my application. I called MOHELA and was told that my application was denied due to missing documentation, even though I had linked my IRS account with my application. The customer service representative I spoke to told me I could complete a new application over the phone and would be able to self-verify my income and family size and that it would take 10 business days for my application to be processed. Until then my account was placed in forbearance.
XX/XX/XXXX I received a letter stating that my application was yet again denied due to missing documentation. I contacted MOHELA again, and was told that the letter was pertaining to my previous application. This customer service representative informed me that I needed to submit additional tax year documentation. I asked why it was needed when I had already linked my IRS account - the representative would not answer my questions. I asked why I was told that I could self verify my income and family size, if they would not accept self verification - the representative would not answer that question. I asked how long it would be before this application would be processed and the representative informed me at least 90 days. And that I would still be responsible for all payments- which exceed {$1000.00} per month- which I can not afford.
I have tried calling back numerous times for updates on my application, to extend my forbearance until the application is processed, and to ensure that they have received all required documentation. Wait times exceed 5 hours, I have been hung up on and not called back. I can not receive any information regarding my account status, decreasing payments, or extending a forbearance.
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| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I applied for XXXX and XXXX on XX/XX/2023 on studentaid.gov. My service was XXXX, and they informed me that due to the XXXX, I would be transferred to MOHELA by the end of XXXX.
The end of XXXX came and my loan was supposedly transferred, but I didn't receive any information from MOHELA. Eventually, around XX/XX/XXXX I received notification that my loans transferred and XXXX count was in-progress.
I called to speak to a representative because the payment due date was in XXXX, even though loans were not supposed to restart until XXXX. I asked about my XXXX application as well. The representative informed me that : a ) the payment was an error in the system b ) My XXXX application was " lost '' in the transition.
I was advised to redo the XXXX application and that I would be put into an admin forbearance while it was processing. My payments are too high to make without XXXX.
On XX/XX/XXXX, I received several emails : admin forbearance, and billing statement. The billing statement is for XX/XX/XXXX, so 3 days until a payment is due. But I was supposed to be in admin forbearance until my XXXX application was processed.
Today, XX/XX/XXXX, I logon and check that my XXXX application has been denied and I have a payment 2 days past due. I was not notified about anything regarding the XXXX application. Did they want more information? Who knows because they never sent an email, message, or phone call. It was just flat out denied with no reasoning. Interestingly on studentaid.gov, it still shows in-review.
I am currently trying to call MOHELA. The wait time at the start was XXXX minutes. I have a job. I can't wait nearly XXXX hours on hold to speak to a representative to find out what is going on. This is not customer service. There are no updates on the estimated remaining time to speak to a representative.
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| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am in the Public Service Loan Forgiveness Program. I consolidated my loans to FedLoans per the guidance from the Public Service Loan Forgiveness program back in XXXX. This was prior to a payment tracker since the program was still in its infancy. All the years prior to consolidation are missing. I filed a complaint here and they responded that they didn't count because I was in deferment which is 100 % not true and I can prove it. In XXXX, the program moved the annual income based repayment application to the FSA website. In XXXX, I re-certified my annual IBR repayment plan on the FSA website. How could I re-certify my annual income based repayment plan if I was in forebearance?? Also, I filed a freedom of information act request to get my call records and it shows that I called, requested that I was not on forebearance, filled out the form to waive it and I entered repayment ( and verified I was on repayment in the call logs as well ). It is incredibly frustrating I have to go through all these hoops filing freedom of information act requests and pulling my entire income based repayment history just to prove what happened. I want those years added on my history that I have proven over and over that were 1 ) in repayment 2 ) in an eligible repayment plan and 3 ) are certified by my employer already. I enter repayment next month and if those months are added as they should be, I would be done with my 120 months ( I have XXXX and XXXX now ). Please make them do the right thing here. I attached proof I requested, entered and recertified my IBR eligible plan in XXXX and my calls logs going back prior to that waving forbearance and entering IBR. Maybe MOHELA is confused looking at the history because I was at $ XXXX monthly payment during that time period but it was not forbearance and my attachments prove it.
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| 11/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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First, there are extremely long wait times to talk with Mohela representatives. I waited 45 minutes today to speak with someone who couldn't fix the issues. Once on the call, I was put on hold for another 45 minutes, waiting for a supervisor.
Second, I have set up auto debit payments on my Mohela account. The financial information is correct because I can make one-time payments. In XXXX and XXXX, I received email notifications that my financial institution had declined the payment request. I contacted my bank and they have no record of a payment request. They did have the record of the one-time payments that I made late. The financial information for the monthly payment and the one-time payments are exactly the same. Apparently, Mohela can receive one-time payments but their auto debit system is not working and they are threatening to report me to credit reporting agencies.
Third, on XX/XX/XXXX I submitted a PSLF Employment Verification letter. I have confirmation from the Department of Education that this letter was sent to Mohela on XX/XX/XXXX. This verification confirms my employment over the last 2 years and will affect the number of payments that I have yet to make. They said that it could take up to 90 days to process this ( which is an unacceptable amount of time to begin with ). After 100+ days and 1.5 hours on hold, they said that there was an issue with the employer signature. After asking them what the issue was, they couldn't tell me.
This system of hiring out for-profit companies to manage student loans is crazy. What incentives do these companies have to provide adequate personnel and services? I'm literally still on hold after asking to talk with a supervisor to try to figure out what else I can do to have my auto payments work and to see why my PSLF verification hasn't been processed.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My wife and I have been trying to have her student loans adjusted ever since we were directed to submit our income for the new repayment plan. We made multiple calls to Mohela and stated that we were unable to afford the new payment plan. Our repayment plan has increased by at least {$1000.00} per month ( combined ). Under the new SAVE repayment plan it was supposed to save us money it does not. We both tried calling the company and weve re-stated our income, defendants and updated all of our information. We always leave feeling the good when we get verbal communication that out loans will be reduced upon review. The new numbers are actually quite favorable and something that we can afford. However, in the case of my wife, we waited for at least a month, and we found out when payments were due that her payment had not been adjusted. I also phoned and asked for mine to be adjusted on the second call I did speak with someone that told me my payment would almost be halved - today XX/XX/XXXX. Im expected to wait up to 45 days for a response. In the meantime, Ive been offered a golden ticket forbearance. Im told interest will accrue but I cant say that Im delighted about it. I would much rather be making the correct payment each month! In the meantime, the payments I should be making drag on and affect my public service loan forgiveness.
I can not understand why an organization that has requested and has access to our financial records, Can not make a determination over the phone on what our repayment plan should be. Im baffled as to why the online platform gives me far different numbers then what the advisor on the other end of the phone gives me. I also, somewhat expect that when I call an organization with financial concerns, itll be resolved quickly so that it doesnt cause any financial stress or worry.
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela sent me a message saying Ive been placed on forbearance based on my request. I made no such request. I waited THREE hours on hold to get in touch with someone, who was a new trainee who couldn't help me, so I waited for someone to get on the line. They told me my loans were placed in forbearance because of my Borrwers Defense ( BD ) application and that was the information provided by XXXX. My BD application preexisted my transfer to Mohela, I selected no on my BD application to being place in forbearance, I was NEVER on forbearance on XXXX and nor this entire time with Mohlea. They tell me I have to go the BD hotline and they can't remove the forbearance, despite the letter telling me I could call this number and opt out.
It takes three more calls before I get someone who knows what they are doing and was asked if I wanted to opt out of forbearance. As of this date, I was placed BACK on forbearance again and it's been a nightmare trying to get off something I didn't even request. They keep telling me they are working on it, it'll be done soon, someone didn't put it in the system, etc. This seems deliberate in order to mess people up on payments or mess with their student loan forgiveness counts. Which have taken more than two months to process. Payments are starting in less than 5 days and I don't know when to pay, how to pay, or even if they will count for me. If this screws up my Public Loan Forgiveness, I will contact attorney This is causing me mental anguish.. Mohela is causing me unnecessary stress by giving false information and completely screwing up PSLF. I want to be taken off forebearance before payments restart. I want Mohela to do its job correctly. This is disgusting and scammy behavior by Mohela and Im sure this is happening to other people and causing needless stress and panic..
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| 02/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My loan servicer, MOHELA, offers a Teacher Loan Forgiveness program for teachers who have accumulated at least 5 years of teaching experience at qualifying Title I schools.
When I learned about this opportunity, I discovered that the schools I've taught at for the last 8 years are all listed as a qualifying school under their " Annual Directory of Designated Low-Income Schools for Teacher Cancellation Benefits '', and as a XXXX XXXX XXXX I am eligible for {$5000.00} forgiveness. I sent my application to my XXXX XXXX to have their CAOs XXXX XXXX XXXX, then submitted my completed application to MOHELA through their online platform on XX/XX/2022.
On XX/XX/2022 I logged into my MOHELA account to check on the status of my application and saw that it was denied. There were no details provided indicating why the application was denied or if there would be further communication about it. I called their customer service line to determine why my application was rejected in order to reapply after making corrections. The representative I spoke with told me that the note left on my denial was not clear, and that she could not determine their reasoning from the information provided. She went through my application line by line, but was unable ascertain why it was denied. After putting me on hold to look into it further, her best guess was that my current school 's name was listed incorrectly, but she could still not be sure that was the issue.
I reached back out to the head of HR at my current school, who informed me that the name and address they listed was the one used for all teacher loan forgiveness applications, and that they'd never experienced this issue with an application before. At this point I'm unsure of how to proceed to utilize this forgiveness program that I appear to meet all qualifications for.
|
| 12/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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My husband and I paid off all of our federal student loans through Mohela and XXXX in XXXX. Using the payoff calculator, we submitted the full amounts requested. I then had a - {$0.00} balance with Mohela. The same thing happened with my husbands loans through XXXX, but with a larger balance of less than {$3.00}. Neither of us have been able to get the refunded amounts. My concern isn't the amount of money, it's the fact that : 1. Services are overcharging and not automatically reimbursing borrowers. Students are penalized for under and late payments, but why not the servicers? This is a dangerous double standard at best, and at worst is a form of financial fraud known as " salami slicing '' and it needs to be addressed with the same urgency that students are consistently faced with. My Mohela account doesn't even reflect the difference anymore. It just says that the amount owed is {$0.00}, which is further proof that these servicers are both taking advantage and sloppy.
2. We have not been able to get help through messaging through our accounts. We have also not been able to get answers via phone. I could not reach Mohela via phone. My husband called XXXX twice and they had to file some paperwork for him to get reimbursed and after XXXX phone calls, no one was able to properly help him and they never followed up. Both times, he waited several hours to speak to a representative. The fact that they couldn't help him twice was bad enough. Why aren't these transactions automated?
3. People in our position with non-urgent calls are forced to increase the phone wait times when it's already impossible to reach customer service.
4. The government should hold services accountable and reimburse students promptly. Students who overpay and are owed funds should earn interest on funds being held by sevicers.
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| 02/17/2020 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am in XXXX school seeking an in-school deferment for payment of XXXX student loans. My lender, XXXX/MOHELA, refuses to accept enrollment verification from the XXXX XXXX XXXX or the XXXX XXXX XXXX XXXX XXXX as support for an application for in-school deferment. XXXX/MOHELA requires that a representative from my current school fill out and sign part of the deferment application to verify enrollment. However, my school contracts with the XXXX XXXX XXXX to be the sole provider of enrollment certifications and, therefore, will not fill out the XXXX/MOHELA form because of contractual obligations. The registrar at my school has dealt with my lender on multiple occasions and has told me that XXXX/MOHELA will begin to accept the XXXX and XXXX data as proof of enrollment. XXXX/MOHELA still refuses to accept my deferment application without a signature from a school official.
Apparently, private lenders should be able to view enrollment, and my lender has in fact viewed my enrollment, on the XXXX website. My school and the XXXX XXXX XXXX notified XXXX/MOHELA of my enrollment each and every semester. This has been an ongoing issue for two years.
Initially, XXXX/MOHELA told me that XXXX and XXXX data is only acceptable to public lenders, not private. After the registrar 's office at my school told my lender that what they told me is incorrect, XXXX/MOHELA now denies my in school deferment application simply because they do not accept verification from third parties. The form of verification I provide is acceptable and proves that I am currently enrolled full-time and in good academic standing, however, it is just internal policy at XXXX/MOHELA to refuse such verification. The repeated denial of in-school deferment has led to increased payments, late payments, and negative reporting to credit agencies.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello, I am writing to file a formal complain against MOHELA for the constant negligence and disregard of my student loan processing. I submitted my IDR application XXXX XXXX XXXX. My application has been pending review for over 90 days. I have called this servicer 50+ times and have received misinformation constantly. I have waited for 3-4 hours daily to speak to a representative. I have scheduled over 30 call backs that have not been returned. I have been promised this matter would be escalated to supervisor/escalation units and have been blatantly hung up on. I have been promised processing times of 2-3 days, 5-7 days, and 10 days all amongst XXXX that which have NONE been adhered to. This loan servicers constantly has tried to push forbearance on my account multiple times. They have refused to reprocess a new IDR plan over the phone. I have sent complaint messages on XXXX XXXX XXXX XXXX which note will be responded to within 2-3 days, NONE of which have been responded to. I requested a full audit of this account which yet has not been provided. There is absolutely no way to get a hold of this servicer as when promised a call back- the call directly goes to VM where the agent attempts to report they called to respond - when they haven't. I have received the call back, placed into the waiting que, and have been forcedly disconnected and somehow the agent still has access to leave a VM? I was guaranteed the latest processing would be XXXX XXXX and its still not processed however payment is due tomorrow. Not to mention my monthly payment has fluctuated for 3 months and MOHELA reps have no explanation as to why. There are so many discrepancies regarding my account, and it needs to be examined thoroughly and this servicer needs to be held accountable for all the false promises they have guaranteed.
|
| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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On XX/XX/23 I noticed my account was in forbearance. I am part of a borrower defense but had elected not to go into forbearance because I am on track for PSLF. I emailed inquiring about why I was in forbearance. After no response and unable to get through a representative without waiting for 2 hours on wait, I emailed a second time on XX/XX/23. I stated I have not received a response from my 1st email and stated I do not want to be on any forbearance and should be on an IBR plan. I asked to have this corrected. On XX/XX/23 I still had no response. I sent a 3rd email stating I had not received any response and once again I did not approve to be on any type of forbearance and want any negative effects that will hinder my progress with PSLF to be rectified. On XX/XX/, I called and spoke with a representative on their PSLF line. She didn't know why I was on the BD forbearance and she put in to have it taken off. Also set me up to be on the SAVE program and my first payment was to be on XX/XX/XXXX. Finally, I get an email on XX/XX/23 saying thank you for contacting Mohela, Our records indicate that you have already called and spoken to one of our Student Loan Counselors regarding this inquiry on XX/XX/23. We will assume the inquiry has been handled. Then go on to state if not to CALL them! Its at least an 88 minute wait to try to get through to them.
First they state someone will respond within 3 days of the email. That did not happen. The issue has still not be resolved and continues to affect my PSLF accumulation. You can't get an appropriate response via email and it's ridiculous to get through on the phone. All I want is to actually be able to pay my student loans to get my PSLF credit but I have been put in an unauthorized forbearance without any way of getting it off. This is beyond infuriating.
|
| 01/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Department of Education is not refunding me my XXXX payments even though I requested it as they stated on their website that I could request it. My loans were being serviced by XXXX and I had requested in the beginning of XXXX for payments made during the Covid pause be refunded. They said I would received confirmation of the request in 30 days. In the beginning of XXXX, my loans had then been transferred to Mohela for the XXXX program. I submitted a case on XXXX on XX/XX/XXXX requesting confirmation of my request. They ignored me for a month and then I asked for an update on XX/XX/XXXX ( Feedback Case # XXXX ), they closed the case not giving me an answer to my question. I then submitted another case on XX/XX/XXXX ( Feedback Case # XXXX ) asking for them to respond to my inquiry and was once again, not given an answer. I still have an open case from XX/XX/XXXX asking for an Ombudsman and a request for confirmation of the refund request ( Feedback Case # XXXX ) I followed with Mohela and they said I would get the Covid refund after my loans were closed out. I was on the Direct to Discharge list as of XX/XX/XXXX. On XXXX, my loans had been forgiven and I reached out to Mohela about the XXXX refund. They said I'd be getting {$100.00} back. I made payments on XXXX/XXXX/XXXX of {$320.00}, XX/XX/XXXX {$700.00}, XX/XX/XXXX {$400.00}, XX/XX/XXXX of {$300.00}, XX/XX/XXXX of {$300.00}, XX/XX/XXXX of {$250.00} and XX/XX/XXXX {$200.00}. This totals {$2400.00}. Now I'm being given a run around and I don't see the Department of Education actually doing anything now that my loans have been closed out. They said they escalated it to an Ombudsman but I don't have any hope of this being resolved. They ignored my request and now I feel will tell me it's too late. I did what I was supposed to do and they ignored me.
|
| 07/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been working with Mohela to apply for the PSLF program and they received my original application on XX/XX/XXXX. They did not input the EIN correctly and denied my application. I received not follow-up from them. I called to see why it was not approved and they told me what happened so the resubmitted the form on XX/XX/XXXX. I did not receive any follow-up from Mohela so I called again after the processing time they had quoted. First I was told I had to call my current loan servicer to ask them to transfer to loans to Mohela. When I called the other company they told me this was not correct so I had to call Mohela back. They looked at my account again and saw that the resubmitted form did not have an EIN this time. They resubmitted the form a third time ( XX/XX/XXXX ). I received no follow-up from them so I called again. This time my form was marked as a duplicate form in their system so again was just going to sit there with nothing happening. This time they said the problem is that my loans need to transfer to them before they can process the application. I am still at the beginning step of this process even though my initial application was submitted almost a year ago. I have been told ( although I don't even know if this is accurate at this point ) that my loans need 60-90 days to transfer and then they will start processing my application which will take 30 days. It won't be until that point that I will be able to know the number of qualifying payments I have. I am trying to determine financial decisions based on this information and in the meantime will be paying them interest while I wait for them to sort through their mistakes. It is unacceptable that this process should take over a year to complete and that I have to initiate with them so many times to correct errors on their end.
|
| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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My new servicer ( MOHELA ) sent me what my payment will be and the amount is inaccurate as it did not take into account my wifes student loan payments. Since my wife and I file married jointly, they are supposed to take a weighted average between our payments and the combined should be what they are saying we owe individually. Our loans used to be with XXXX XXXX as I am working towards XXXX. When I called my servicer, I was on hold for more than XXXX minutes and the representative could only say they are using my AGI from 2020 tax year to calculate my payments. I used to be on the REPAYE plan and now I was moved to the SAVE plan. The representative said they will submit a request for it to be recalculated but no promises. She also told me to reapply for the SAVE program and recertify my income in order to fix the problem. And although this may fix the problem, I am not required to do income recertification until next spring. Its in my favor financially to not do recertification until Im required to do so. In addition, the representative said they do not have any files or documentation in my account. Im assuming XXXX may have failed to share my last income verification and IDR application, however this isnt, or at least shouldnt be my fault or my issue to manage. Its incumbent upon MOHELA to get what they need to do their scope of work from XXXX correctly. I have opened a case with the Department of Education. So far, ( after more than a week ) I havent heard anything from either organization. Keep in mind that MOHELA said 2 days I will get a response and the department of education said two weeks. The other issue is I have sent numerous electronic messages to MOHELA asking for information and in the rare instance I get a reply, it doesnt answer my questions. I usually just dont get a response.
|
| 09/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
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Information sent to Mohela with no response You haven't answered the questions that were asked. You have breached your contract with the Department of Education.
Title 15 Chapter 41 Issues 1 ) ~~1692g. Validation of debts You were asked to validate all debts and failed. You provided a note about a consolidation but you are required to validate those debts before attempting consolidation which was predatory as you could ONLY be approved for PSLF with a consolidation.
2 ) ~~1692e. False or misleading representations You listed an incorrect payment schedule based on a hypothetical tier system that does not exist The tier system is not in any legal context you made that number up.
3 ) ~~1681i. Procedure in case of disputed accuracy You did not fix incorrect information submitted to CRAs 41 U.S. Code ~~ 6503 issues Still incorrect on All CRAs 1 ) You breached the contract with DOE and didn't report to DOE or the contracting official as required FOIA request show XXXX didn't report information adequately and you used this inaccurate information in your reporting 2 ) You breached the contract with me concerning fair practice, communication, validation of debt, PSLF , negligence gross and and standard by providing false information that is part of a contractual agreement Fair Debt Collection Practices Act You attempted to collect debts either forgiven/ with incorrect values/ false number at multiple points in time.
1 ) XXXX XXXX 2 ) XXXX A and B This does not include state and local jurisdictional issues. I suggest you meet with the DOE and get your act together promptly As of XX/XX/ you still have Inaccurate information on your website/ written mail/ PSLF calculations/ and reported inaccurate information to CRAs this amount to negligence and is now gross after months of you doing nothing.
|
| 04/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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Prior to my PSLF loans being transferred from XXXX LXXXX to Mohela, XXXX XXXX wrongly rejected one of my employment verfications ( dated XX/XX/XXXX ). In XX/XX/XXXX, I resubmitted the form to Mohela, got no response. Submitted a new form in XX/XX/XXXX that included all the months up to and after the XX/XX/XXXX submission. That form eventually got tagged as a duplicate, despite including more recent months and having a different date. I emailed them in XX/XX/XXXX explaining it was not a duplicate and the dates were different. They did not respond. At that point I wasn't sure what was happening with the form, it didn't show as rejected. I waited longer, by XXXX it was still not processed. I called them again in XXXX and the rep said my form had wrongly been marked as a duplicate, she would resubmit it and it would process in 14 days. One week later I get an email that I'm still not eligible for PSLF loan forgiveness because I don't meet the 120 month count. But if they give me credit for the months I've submitted, I far exceed the 120 months. I called again, and they told me I'd have to wait another 50 days. At this point, I'm at 145 eligible payments, and the only thing saving me is the freeze on loan payments. Their customer service is horrible. They don't respond to emails, despite giving that as an option for communication. For months after the loans were transferred you couldn't get any human on the phone. Now you can reach someone, but they seem incompetent to do anything. They just recite canned language to you and don't problem solve an issue. I have $ XXXX in loans that are overdue for being forgiven and I've submitted all the required paperwork OVER and OVER. I have not been given credit for public service employment since XX/XX/XXXX, despite continuous employment and verification.
|
| 01/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
Servicemember |
|
According to 15 U.S. Code 1692g - Validation of debts I have to right to dispute this debt and within 30 days I should receive a reply I sent a letter verified mail in XX/XX/XXXX and verified that it was delivered and received on XX/XX/XXXX. I did not hear any word back or a letter responding to my dispute until XX/XX/XXXX.
According to 15 U.S. Code 1681i If, after any reinvestigation under paragraph ( 1 ) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; Was not verified in timely manner Furthermore the promissory note should include the names of the borrower and lender, the dates of both the original note and the release, total debt that has been paid, and signature of the lender. The promissory note sent does not include the lender, the release or signature of lender.
According to 34 CFR 674.31 - Promissory note, This promissory note has violated many sections According to UCC 3-302 the holder of the original promissory note is the only person/entity that can collect on the debt and this debt has been sold. This instrument ( the promissory note ) when issued or negotiated to the holder does not bear such apparent evidence of forgery or alteration or is not otherwise so irregular or incomplete as to call into question its authenticity ; According to 15 U.S. code 1692a the creditor does not include a person who receives a transfer of debt.
The instrument has been rendered inaccurate/incomplete.
According to federal law you have violated my rights. I want this item deleted/ removed immediately.
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| 03/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I am in the PSLF program with XXXX eligible payments and XXXX qualify. Most of my payments are associated with my time working at XXXX XXXX XXXX XXXX in XXXX XXXX, Arkansas ( XXXX payments ). I no longer work there and they are not easy to deal with as far as getting my employment certification signed by them. So its unsigned all this time.
When I initially got into the PSLF program in XXXX 2022 I consolidated and was set up with XXXX. They told me tax transcripts I submitted for my time with XXXX XXXX XXXX would be proof of employment. When my loans were transferred to Mohela in XX/XX/2022, I spoke with service reps by phone and email messages more than once in XXXX and XXXX and they never said my tax transcripts wouldn't be usable. In XXXX, through chat, when I contacted they did not say so then either. In XXXX, by phone, they told me I needed w2 's AND check stubs for all the years I worked at XXXX. They said since the IRS masks the full tax ID and XXXX XXXX XXXX XXXX on the transcripts they couldn't trust that. I don't have the pay stubs or access to that many. I requested W2 'S from SSA in XXXX and told Mohela this. By this time my 90 business day processing was winding down. In XXXX they told me Department of Education was verifying my employment with XXXX and that wouldn't take long. In XXXX, they say through an email I initiated that they don't know what I'm talking about and can't tell me anything. They said I need W2 's OR pay stubs I need real answers because it seems like my PSLF is being held up and I'm getting the runaround. I am still waiting on w2 's from SSA. If my request sent from them doesn't produce all the W2 'S and I can't find anyone reasonable enough to sign a employment certification form at XXXX, I won't get my loans forgiven. I have all the tax transcripts.
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| 03/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have applied for PSLF through Mohela. The process has been totally awful and the service is completely unacceptable. I initially applied for forgiveness in XX/XX/2022. I was told it could take 90 days to approve the forms. I waited patiently for 90 days and heard nothing then decided to call them, only to find that they decided to CANCEL my application for NO REASON whatsoever. My form was marked 'duplicate ' and that apparently triggered somebody to cancel the entire application without any explanation or any notification to me. Nobody could provide any information about what happened or why. I had to have the application process started again. I have waited on the phone for hours and hours to speak with supervisors ( on average 1.5hrs wait time each time ). Nobody on the first line of customer service seems to have any information or any ability to fix things and reaching a supervisor involves dedicating hours to just stay on hold. Six months in now and they have only processed PART of my employment dates only, despite all of the info being submitted at exactly the same time. I was told today that it may be ANOTHER 90 days just to update the rest of the payment counts correctly, even though I'm told the forms themselves have been technically approved. This service is completely unacceptable. People 's financial lives depend a lot on these situations, from obtaining credit, obtaining home or car loans, being able to work in specific jobs, etc. etc., and the level of service being given to such a serious part of people 's lives is totally inappropriate. Today I would specifically point out an online customer service representative XXXX, who was especially unhelpful and would just say things like " Like I told you already, we're working on it ''. Thanks a lot XXXX. Thanks a lot Mohela.
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| 09/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been on an Income Driven Repayment plan, specifically REPAYE, since 2021. I was automatically moved to the SAVE program this summer, but my original REPAYE payment amount of {$82.00} did not update to the lower SAVE payment.
On XX/XX/XXXX, I called and spoke with an agent about this. The agent agreed that his payment should be about {$41.00} on SAVE and said he would submit a request to fix it. It turns out that he submitted an entirely new application, despite me already being in the program. I decided to wait and see what would happen - but then I saw that in my MOHELA portal the payment amount went up even more to {$210.00}, which is almost five times what he should be paying. I called and spoke with an agent who again calculated the SAVE payment amount, said it should be {$41.00}. I was told to wait for the application to be processed and that it would be fixed.
The application was again approved, but the payment is again incorrect - {$130.00}. I called today, and was told that the calculation missed my wifes student loan debt even though this number was provided both in my initial application for REPAYE and in the second application for recalculation. They are now doing a third recalculation to lower this payment. I asked her about the interest that is growing and my PSLF payment count due to the forbearance they put me on while I wait. There is no resolution to this despite it being their error. I was encouraged to follow up at the end of XXXX, since this has been ongoing.
I am extremely frustrated since this is obviously their error. I was on REPAYE with the correct information, but somehow my information was screwed up while transferring to SAVE. There is no ownership, nor is there any timely resolution being made. I can not afford what they are asking me to pay.
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| 03/01/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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MOHELA is unable to answer phone calls or messages through their message center. I believe they may have broken a law regarding reinstatement of a law without my signature. I have asked several times if they got a judge to sign off on the reinstatement. Over the phone I was told that the law does not apply to student loans.
I have reached out several times via messages and have gotten no response. Currently, I have two loans with MOHELA one is my true current loan and the other is leftover money that was generated and reinstated by their mistakes.
Following a previous complaint we had agreed to backdate any payments I made on the first loan so that it would waive all interest. We have had some snags with that arrangement. First, it took over a month to iron out any details. Then, there was an issue with changing the date on it and it would charge me late fees and weird things. Lastly, a condition of this plan is that I have to call to have any payments backdated. I am allowed to call about several payments at a time, but my issue is that I do not trust the company to honor this forever.
Their lack of responsiveness and my previous experience calling them, lead me to believe that if the 1 person at the company who was able to help me leaves I'll be back to square XXXX. For this reason, I no longer want to be held responsible for loan that their mistake generated. I feel like this company is incompetent and will not be able to provide adequate loan services to me in the future. I am fully willing to repay the full amount of my true current loan, as of XX/XX/23 {$20000.00}.
Please help me deal with the situation. MOHELA is entirely unhelpful, and I need representation. If the CFPB is not able to provide me with this kind of support please tell me who would be able to provide it.
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| 10/01/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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XX/XX/XXXX -- I mailed in my PSLF form to the proper agency as was instructed on the PSLF form.
XX/XX/XXXX -- had not heard anything and had been over 60 days therefore I called MOHELA as instructed and was on hold for 40 minutes. I spoke to a representative ( I believe her name was XXXX ) who stated that it had not been processed because the person reviewing it said they " couldn't read '' my employer 's writing. During that phone call in real time, XXXX told me that she could read it clearly and would put it through for processing because she didn't see the problem in the way the dates were written by my employer.
XX/XX/XXXX -- I applied for loan consolidation for my direct loans to take advantage of the PSLF limited waiver ( to be received by XX/XX/XXXX which it should have been ). Got form from XXXX stating they got my consolidation application. Direct loans of $ XXXX dollars were consolidated.
XX/XX/XXXX -- - called as still hadn't received any information about my PSLF form, therefore I called MOHELA, was on hold for XXXX hours and they said they were unable to find my application which was ALREADY CONFIRMED TO HAVE BEEN RECEIVED ON XX/XX/XXXX.
XX/XX/XXXX -- I put together a new PSLF form from my employer and re-sent it in ( faxed to number that representative told me ( XXXX ), fax number XXXX for which I got a confirmation email stating it was sent through.
XX/XX/XXXX -- called MOHELA regarding status of PSLF form, was on hold, tried to press any option and it put me on an endless loop of prompts that kept repeating themselves which truly made it IMPOSSIBLE for me to get through to a representative.I have been trying since XXXX for this to happen and people keep losing my applications or won't allow me to even get the help I need.
# called for MOHELA EACH TIME -- XXXX
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| 11/10/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
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Web |
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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
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| 09/16/2022 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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- I refinanced my XXXXMohela loan with XXXX/Mohela in XXXX for a lower interest rate. I submitted all paperwork and continued to make monthly payments.
- Once the refinance was complete, I continued to send in payments on the XXXX and XXXX of each month to satisfy the amount due. I have been doing this since I began working with Mohela. You can look through all past payments and I have never been late.
- The due date was changed when the loan was refinanced. Because I was making monthly payments in the same month they were due, I did not see this as a problem.
- I noticed an amount due that was growing even though I had been paying on time.
- I called XXXX Mohela and they explained that since my bill had not been issued for the month yet, the payments I was making on the first of the month did not count for that month 's balance due.
- This was especially problematic because I often make my largest payment on the first.
- The month of XXXX now required a $ XXXX payment. I was not able to make a full payment until the end of the month as I needed both paychecks to cover the bill. I arranged for payment through my bank on XX/XX/XXXX.
- THIS DELINQUINCY WAS CAUSED BY THEIR OWN BILLING METHODS.
- On XX/XX/XXXX the account was reported delinquent to credit agencies, even though the full payment had posted.
- On XX/XX/XXXX the account was reported again as delinquent even though the account was in good standing.
- I have not received a call back on this as promised and could not even be transferred to a supervisor today ( XX/XX/2022 ) When I originally called, I was told that there would not be any reporting to the credit agencies, which obviously is not true. I want the negative reports made to the credit agencies removed. This has brought my credit score down significantly.
|
| 07/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Improper use of your report
- Reporting company used your report improperly
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Web |
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I mailed my letter to Mohela and it was delivered. My USPS tracking number is XXXX. Their company violated my Federal protected rights. Under 15 USC 1681 I have a right to privacy. They failed to provide me with any of my privacy disclosures after I requested they send them ; before they shared my non public personal information. With non affiliated third parties. As pursuant 15 USC 6802 ( b ) Obligations with respect to disclosures of personal information-. When I spoke to the associate on the phone on XX/XX/2023 they told me that they dont have any privacy policy nor do they have any option for a consumer to opt-out of any non public personal information from being shared to non affiliates. And after being on the phone for a long XXXX mins. She then informed me that she is emailing me my notices. But after review them it became very clear that the documents they sent to me didnt correspond with the FCRA in regards to the sharing of non personal information to third parties. I went on to explain to the employee that under federal law I am suppose to be given three disclosures if their company wants to share my non public information with third parties ; none of which was provided. They have not provided me with a privacy notice that explains what type of non public personal information they collect, how they use it, and how they protect privacy. Next is my opt out notice If the company wants to share my information with third parties they must give me an opportunity to opt out of such sharing, and finally is my annual privacy notice which should be given to me annually with any changes made to the last privacy notice as well as my option to opt out of my information being shared. Below I will attach the so call privacy notice they sent me along with my letter I wrote to them.
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| 07/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Older American |
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In XX/XX/XXXX, a complaint was made with Federal Student Aid concerning the principal amounts that Mohela stated that was owed by me. A call was made after speaking with Student Aid to Mohela requesting that they send to me what was used to determine the amount that was owed by me because they amounts that they are saying was owed is not correct. At the time of my filing the complaint with your Agency, no documents were provided by me. This time there are documents to show that before XXXX, my total debt with XXXX XXXX and the Department of EducationXXXX totaled {$46.00}, XXXX with the dates of XX/XX/XXXX in question as these two debt amounts, total the same. When XXXX XXXX transferred the debt to XXXX, they correctly XXXX the debt out with them. When the Department of EducationXXXX transferred the debt to XXXX XXXX , they did not, XXXX the amounts in their system once XXXX XXXX accepted the loan debt. A dispute was filed with the credit bureaus and XXXX was the only one to have the Department of Education/XXXX to correct was showing. After filing a complaint with the Federal Student Aid Ombudsman because Mohela states that was is owed is over {$57000.00} and this is not correct because as an undergraduate, {$46000.00} was to the total loan amount that was received by an undergraduate before XXXX.
Mohela finally sent and was received by me on XX/XX/XXXX, what information they used. They appear to have increased the original principal amounts to show $ XXXX and they used XXXX and FedLoan Servicing and possibly the debt from XXXX from XXXX XXXX that was forgiven as they lost accreditation and the school closed its doors and no grades were given. The total principal amount changed with Mohela and it is my understanding that this should not be. Attached are my documents.
|
| 03/25/2021 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account information incorrect
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Web |
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In XXXX and XXXX I was unable to pay my student loan, and place it in forbearance on three separate occasions. I was told by phone operators at Mohela that I could continue my forbearance for a specified amount of time. As I recall, this was 18 months. I was also told the forbearance lasts 90 days, then I had an additional 90 days to place the account back into forbearance before it would default. I place my account in forbearance in the spring of XXXX. I then waited the six months I was told would be the limit, and placed the account into forbearance again. I was told at that time by the phone operator this was perfectly fine, and my account was up to date. I did this a third time in XXXX, and it was only on the third time that I was told the previous operators had given me incorrect information. What they neglected to tell me is the accounts were reported as late to the credit bureau after 90 days, and that I was accumulating 90 day and 120 day delinquencies on my credit report - even though no payments were ever made or needed to be made, and the account was allowed to be in forbearance. I explained this to Mohela, and have disputed these reports on several occasions, and Mohela refuses to acknowledge I was acting on bad information given to me by them and their phone operators. No payments would ever have been due. The only thing I was late with was making a phone call, which I was clearly told I had to do within 6 months to avoid default. Had they told me I only had 3 months to avoid dramatically damaging my credit, I would have called in 90 days instead of 6 months. Again, no payments were due, so I had no reason to not call in, other than I was given bad information by Mohela. They have continued to refuse to acknowledge they had any part in this miscommunication.
|
| 01/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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On XX/XX/XXXX I spent over XXXX hours on the phone ( mostly on hold ) with Mohela we talked to XXXX ( ID # XXXX ) XXXX acknowledged certification from XX/XX/XXXX until XX/XX/XXXX. During that time I made XXXX qualifying and certified on time payments. Mohela assume the loan from XXXX on XX/XX/XXXX. Since that time communication has been awful. I submitted XXXX certification to Mohela on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Any or all of these certifications should have been sufficient. These originally were marked " wait 90 days for processing '' then later updated to " duplicate, not processed ''. This appears to be a modus operandi as on the XX/XX/XXXX I was assured that the the certification appeared to be in good order and that the processing of loan forgiveness would be " Expedited & Escalated ''. Several days after the conversation it was updated from " expedited and escalated '' to " Please allow XXXX business days for processing. Once a decision has been made you will receive notification of approval or denial. No additional steps are required of you at this time. '' I am certain if some one competent in there organization reviews this case file it can be resolved within XXXX minutes. But since I can't get a response I am now submitting complaints to CFPB, XXXX the US Department of Education, and Senator XXXX XXXX.
That make take Mohela more than XXXX minutes to resolve.
At present Mohela Payment tracker shows XXXX qualifying prior to XX/XX/XXXX. As such please verify that the certification submitted represented certifies at least 3 additional months. Also please verify that XXXX + XXXX = XXXX. My XXXX qualifying, certified, on time, eligible payments far exceeds the XXXX required by law. Please discharge the debt as required by law.
|
| 04/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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|
I made payments to XXXX and Mohela during the pandemic student loan payment pause period which totaled over {$3000.00}. By my calculation, the total is 9 payments of {$170.00} and 2 payments of {$220.00} made to XXXX, followed by one payment of {$220.00} to Mohela after they acquired my account from XXXX in mid 2022. I am attempting to get all 12 payments refunded to me under the COVID-related ruling that allows refunds of unneccessary payments made during the pandemic.
In XX/XX/2022, I called Mohela and requested all 12 payments be refunded to me. I was informed that the refund was being processed and would take about 30 days.
By XX/XX/XXXX I had not received the refund, so I called Mohela again. They informed me that a check was in the mail to me, and later that day I received one payment of {$220.00} refunded to my bank account automatically. They informed me during that same phone call that the refund of the remaining 11 payments would follow in about 45 business days because they were made to XXXX, so they would be " coming from XXXX 's system ''.
It is now XX/XX/XXXX, and I still have not received any of the 11 payments ( almost {$3000.00} ) refund that is owed to me. XXXX 's customer service contact lines have been closed down since the account was transferred to Mohela, so I contacted Mohela again today to ask what the delay is. They informed me that my refund request is marked " in progress '' in their system, that it is delayed indefinitely until XXXX processes it, and that they have no way of contacting anyone at XXXX or referring me to anyone to check on its progress or get any information whatsoever on when to expect the refund.
They told me the best advice they can offer is for me to call them back regularly to check on the status of the payment.
|
| 02/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I am on XXXX XXXX with the XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and I am having trouble with my loan servicer, Mohela, updating my Public Service Loan Forgiveness ( PSLF ) employment certified form ( ECF ) payment period counts.
Currently Mohela lists me as having XXXX ( out of XXXX for PSLF ) eligible payment periods for forgiveness. In XX/XX/XXXX, I submitted a new ECF form ( form XXXX attached ) signed by the XXXX to bring my certified payment periods from XXXX to the required XXXX. Mohela took several months to process the form, and then declared it a 'Duplicate Form ' and did not update my payment counts. I called Mohela in XX/XX/XXXX to inquire as to what happened, and they said the erroneously marked it as duplicate.
This reprocessing showed on my online account. In XXXX the re-submitted form still showed as processing. In XXXX it still showed as processing. At that time, in XXXX, I had 10 months of PSLF eligible payment periods that were showing in my Mohela account as 'not employment certified '. So, I decided to submit a new ECF form ( Form XXXX ) signed by the USPHS to cover my employment period through XX/XX/XXXX.
In XX/XX/XXXX, Mohela erased my re-processing form from my 'Documents Recieved ' online status page, and marked my new ECF from XXXX as a duplicate form. My PSLF certified payment count remains XXXX, when it should now be XXXX. I called Mohela, and they said the new form was once again marked 'Duplicate Form ' in their error, and they they would 'expidite ' the reprocessing within 30 days.
I have been eligible for XXXX since XXXX of XXXX. Since then, Mohela has made two errors in processing my ECF forms by marking them duplicates and neglected to finish re-processing a form that they said they would reprocess because of their own error.
|
| 04/29/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
|
|
Web |
|
|
I am writing you to bring attention to the Forgiveness Loan Program through XXXX XXXX are not working. In XX/XX/XXXX, I took out a student loan for {$5000.00} to attend XXXX XXXX XXXX XXXX ( XXXX ) to work myself off of XXXX and provide a future for my children. I worked a number of jobs before my career started at XXXX XXXX XXXX in XXXX.
Firstly, I have been paying on this student loan since XX/XX/XXXX. On XXXX XXXX, XXXX, I filled out and submitted the Forgiveness Loan Applications. I received a letter for my last job that I worked at that time, but not for my 14 years of service from XXXX XXXX. I telephone them about my XXXX XXXX XXXX application and they stated that they had not received that one, so I re-faxed it. I received another letter regarding that my XXXX employment was approved, but I misplaced it and never heard anything from XXXX again. In XXXX, XXXX, my husband and I filed bankruptcy. Of course, Mohela ( who I have been paying my student loan through for the last 2 - 3 year ), even though they knew I had applied for the Forgiveness Loan program ; put my student loan in the bankruptcy anyway. I have filed complaints with the XXXX and the Consumer Financial Protection Bureau.
Secondly, today, I received a response from the XXXX that XXXX XXXX XXXX, of Borrower Experience Advocates XXXX XXXX | XXXX, stated that I need to continue to work with XXXX. XXXX is refusing to help me. He is telling me that my bankruptcy attorney needs to get it out of bankruptcy, but knows that his agency approved me for the forgiveness loan.
Finally, on XXXX XXXX, XXXX, I sent an email to my State Representative XXXX, whose office has not done anything. I should not still be paying on a {$5000.00} dollar loan from XX/XX/XXXX - XX/XX/XXXX, this should have been paid office.
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't temporarily delay making payments
|
|
Web |
|
|
My husband and I have a FFELP Joint Spousal Student Loan with MOHELA. A law was passed that was specific for us to separate our joint spousal student loan, XXXX. The Department of Education has stated that they do not have a plan or process yet to separate out our loans and are encouraging loan servicers to give us an administrative forbearance for one year until they develop a process to separate us out. I have called MOHELA on the following dates : XXXX XXXX XXXX XXXX XXXX, and finally today XXXX The first 5 times that I called, they told me that I was going to placed on an administrative forbearance. Then I received two pieces of mail stating it was a " processing forbearance '' and that those would end in a month and a half. Today when I called I was told that they were not going to put us in an administrative forbearance without having an ombudsman from FSA telling them to put us in one. I had reached out 2 times prior to today to the ombudsman group. Once on XX/XX/ and again on XX/XX/, telling them that I was having trouble getting an administrative forbearance. I had not heard back from them. I was instructed today from the FSA to open a new complaint with instructions to send MOHELA a letter instructing them to give us an administrative forbearance. I was also told it would take 2 weeks. I did that today. We now owe almost {$1200.00} on a payment as we can not get into any type of program to help us ease that burden. We have been paying for 20 years and both qualify for the temporary PSLF waiver which we got our paperwork in per instructions of the FSA. We are just asking for the administrative forbearance without capitalizing interest per the ED 's guidance for joint spousal student loans like other servicers are allowing and following. Thank you. XXXX XXXX
|
| 08/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I had previously submitted a complaint with CFPB. This week Mohela told me to reach out to them via phone because my request was too complex to deal with via email. I called them and explained I am eligible for PSLF due to the 65904 Federal Register published in XX/XX/XXXX ( references : XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. ). This Register, as of XX/XX/XXXX, makes the 2 administrative forbearances XXXX had forced me to take eligible for qualifying payments, which makes me reach my 120 qualifying payments for forgiveness.
This issue is this : Mohela ( XXXX, ID XXXX ) tells me that they have no knowledge of this Federal Register and they are unable to access information on it because their " government computers can only access two websites : Mohela 's website and FSA 's website. '' They said there is no one at Mohela who can help me with reference to this Register, which I noted to her is accessible on a government website, govinfo.gov.
Mohela ( representative XXXX, ID XXXX ) also told me today that I have to wait until XXXX for FSA to review my second reconsideration request. She said they're done reviewing applications for the year and she doesn't know how the applications were selected. She explained, " Maybe it was based on their last names. '' Mohela tells me they can not help me. FSA tells me I have to wait for Mohela to help me. Payments are about to start and I'm trying to figure out if I should find child care and go back to work for 2 months, or if I'm going to be granted forgiveness, as I believe I should be. I should also mention I submitted a reconsideration waiver in XX/XX/XXXX under the waiver. Thank you for your help.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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On XXXX I logged into my studentaid.gov account and noticed there was incorrect information on my dashboard as well as on the downloaded NSLDS report. I called the Dept of Ed who told me to call my servicer. I explained that Mohela had the correct information on my online Mohela account and that it was the Dept of Ed who had the incorrect information. Dept of Ed said that if the information on my studentaid.gov account and my NSLDS was incorrect it was up to Mohela to provide the correct information to Dept. of Ed. I called Mohela who said they are, in fact, sending correct information about my account to the Dept of Ed but to go ahead a make an online complaint with Mohela. I made the following complaint on XXXX : " Hello, Please send my most recent loan information to the Department of Education. My studentaid.gov account has inaccurate information and requires an update from Mohela regarding my loans. On my studentaid.gov account under " Upcoming Payments '' the Due Date is XX/XX/XXXX. Under " My Activity '' it indicates an IDR Plan Request " In Review '' from XXXX. Also, in my My XXXX Data its showing a Delinquent Date of XX/XX/XXXX. Again, please send my most recent loan information to the Department of Education so they can update my studentaid.gov account with correct information. '' As of XXXX I had not heard back from Mohela so I sent the exact same complaint again. Its now XXXX and I haven't heard back. Again, my account with Mohela is correct. It indicates that I've been making the correct payments on time and am enrolled in the SAVE program correctly. It is my account with Dept of Ed that is wrong and I believe may be why my loans haven't been forgiven with the one-time IDR account adjustment. I first went into repayment on a SLS loan in XX/XX/XXXX,
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| 09/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hi, a while ago I contacted Mohela to request my deferment be removed. I was told that I could not do that because I was still in schoool. Mohela gave me the runaround multiple times so I moved to XXXX XXXX. Now Mohela is handling PSLF so I have no choice but to use them as my servicer. I am trying to remove deferment retroactively to XX/XX/XXXX. Payments were paused around that date and since that point payments were {$0.00}.
Mohela gave me bad information and I have since learned that XXXX WAS allowing PSFL eligible people to retroactively remove deferment for this reason. I didn't take out more loans since before XXXX, so I wasn't adding to my loan balance. I want to get credit for the payment pause toward PSLF as I had asked previously.
Mohela is also not showing my dates correctly now -- all of my loans show as XXXX but I stopped needing to take out money to pay for graduate school much earlier than that. My old messages are gone from Mohela as it shows they delete messages after 12 months. But I DID contact them with this request.
Also, they sent me a tax statement claiming I had paid over $ XXXX in interest last year which I had not done. All I had done was move to XXXX XXXX.
I know these are multiple issues, but the one I'm most concerned with is why they claimed I couldn't take deferment away while still enrolled in graduate school to take advantage of the {$0.00} payments counting toward PSLF.
I do have record of correspondence with Mohela dating back to XXXX wanting to update my status, but do not have the emails since Mohela deletes them and they don't send the content of e-mails in their notice of a new message.
Please feel free to contact me with questions. I really hope I can get credit for those payments since I did ask them to remove it.
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| 04/16/2020 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I refinanced my student loans with XXXX and the loan was funded on XX/XX/XXXX. At the time, an over payment had been made to my previous servicer because the payment was due around the same day the loans were refinancing. I contacted the company 3 times over the course of 45 business days to ask when my over payment would be applied and was told that I had to wait until 45 business days had expired. At the end of this period, I contacted XXXX/Mohela and was put in touch with a customer advocacy team. This team requested that I provide the check information from the previous servicer which I did. After several days I contacted the customer advocacy team again and they said they could not find my over payment and I would need to get a cop of the cleared check. So again, I reached out to my previous servicer who sent the information multiple times to XXXX/Mohela before they confirmed receipt. Its now been 4 months since my loan funded, I have contacted XXXX/Mohela over 18 times and have escalated my case multiple times with no anticipated resolution date. When I ask why the payment is not being applied Mohela says they are waiting to hear back from XXXX. Mohela agrees that I have made the payment and that I have proved that I made the payment. Mohela can not provide a time frame or resolution to this issue. They refuse to give me a direct phone line to a manager and tell me that I have to continue to wait. XXXX/Mohela cashed a check ( # XXXX ) in the amount of {$1600.00} from XXXX on XX/XX/XXXX. The check also contained a roster ( which I am not privy too ) specifying how payments should be applied. {$770.00} of that check should be applied to my account. See attached cleared check image.
Account number : XXXX. Overpayment : {$770.00} ( XXXX to XXXX/MOHELA )
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| 01/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I consolidated my student loans and once my loans completely processed and posted on Mohela website I turned in my PSLF form as directed on XX/XX/2022. I then got notification from Mohela that my form had been processed. I go to look and noticed that nothing had been process as it had XXXX counts. I called Mohela on XX/XX/2022 of which the rep advised me for some reason the system overlooked my application and did not process it so she was resubmitting for processing again and it would take 90 days. I go to call for Status in mid XXXX to check status only to find that they still have not fully processed and that the temporary waiver had yet been applied I spoke with a supervisor after waiting on hold for 5 hours and she assured me that my account would be resolved by XX/XX/2022. I then go to check status on my online account with Mohela only to see that they had marked my form as duplicate even though they never fully processed the original one that was filed. I called again to Mohela and spoke with a rep who looked up my account and stated that it has not got processed and she has never seen this before. The temporary waiver nor have the regular pslf been fully applied. She advised that she will resubmit again for processing but also advised me to do a reconsideration request as this keep; happening. I am frusterated, depressed by this, no out come no resolve, I have tried all the normal procedures on reaching out to Mohela and nobody is working to resolve my issue and properly apply the temporary waiver for the pslf form. They have none of my regular forbearance, Covid Payments forbearance and all my payments when I was in repayment. I also contacted them on messages in the portal XX/XX/2022 and they sent a blank response 3 months later, please please help
|
| 04/17/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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I am totally XXXX . I have been totally XXXX since XXXX . I have been receiving social security XXXX since XXXX . XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . I provided this information to MOHELA when I went on XXXX XXXX XXXX . I was told that while there was no loan forgiveness for XXXX ( I WAS TOLD THERE WAS NO LOAN FORGIVENESS ) that I did qualify for payment adjustments based on income. I provided copies of my social security notification in XXXX and was mailed information about income based payments. I have occasional income, but it has never exceeded the amount set by social security. I sent a very comprehensive set of documents to MOHELA in XXXX . Despite MOHELA knowing of the permanent XXXX and having the documents, no one has ever discussed anything other than forbearance. Each time since then that I have discussed adjusting my loans I am advised to fill out forms for forbearance. I have inquired if there are forms that my doctor can provide related to being permanently XXXX on at l east two occasion s and I have been told no, but advised of forbearance and sent these forms. Occasions have arisen when I was hospitalized and had hospital bills not covered by insurance. I have inquired about other ways to handle my loan and clarified that I was totally XXXX , but each time I am instructed about forbearance and am sent forbearance forms. It was not until today that I received any information about forgiveness. It is my understanding that Social Security notified MOHELA of my status and they then sent me forms describing what I required to have the loan forgiven. It appears that I have qualified for this since XXXX .
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I applied for XXXX XXXX XXXX XXXX in XX/XX/XXXX. When I applied for loan forgiveness I included employment verification for three employers : Exploratorium, The XXXX XXXX, XXXX XXXX XXXX.
On XX/XX/XXXX I reached out to MOHELA via phone and email message because I noticed that my loan payments made during my employment at the Exploratorium were not being counted towards my 120 required payments. I was told to " give them some more time '' to process the application and that those payments should appear in my account in the next few months.
On XX/XX/XXXX, I emailed MOHELA to ask about the status of my XXXX request. I did not receive a response.
On XX/XX/XXXX, I called MOHELA to ask about the status of my request. I was told by the customer service person that the payments I made during my years of employment at the Exploratorium SHOULD count and that my case was being " expedited '' so that it could be resolved before repayments were scheduled to start at the end of XXXX.
I did not hear back. And nothing was fixed.
So I called MOHELA again today, XX/XX/XXXX. After waiting 90 minutes for a call back, a customer service agent reviewed my files and said she wasn't sure why the payments in question weren't listed on my file. She put me on hold to talk to a supervisor in the Processing Department. She then came back and told me that the supervisor she was speaking to suggested that she transfer me to a different supervisor. She transferred me and a recording said to " please hold '' and I have been on hold for more than an hour.
I have been fighting this fight for more than a year, I did everything I was asked to do, my application was completely in order, and I haven't been able to get this problem fixed despite numerous attempts and hours of time.
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| 10/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On the evening of XX/XX/XXXX, I received an " Auto Debit Payment Reminder '' email from MOHELA stating that my student loan payment would be withdrawn on XX/XX/XXXX. However, I had not received a bill from MOHELA, so did not know that my due date was XX/XX/XXXX. Per email communications from both MOHELA and the XXXX Department of Education, student loan payments would be due for most borrowers in XXXX and we would receive a bill, with payment amount and due date, at least 21 days before the first payment was due. I did not, and still have not, received such a bill for the payment withdrawn on XX/XX/XXXX. On XX/XX/XXXX, I received a billing statement for the payment due XX/XX/XXXX.
On XX/XX/XXXX, I called MOHELA and spoke with a tier XXXX rep named XXXX, who informed me that the " Auto Debit Payment Reminder '' email I received the night before the payment was due was the same as the billing statement that I should have received at least 21 days before the due date -- basically, that I did not receive a billing statement because I was enrolled in Auto Debit.
Nowhere on MOHELA 's website does it say that enrolling in XXXX XXXX means that you will not receive a monthly bill. Under the FAQs, " Yes, we will send a monthly reminder while you are signed up for XXXX XXXX. '' is the answer to " Will I still receive monthly statements while signed up for auto debit? '' A reminder is NOT the same as a billing statement and this answer is misleading. Furthermore, since repayments are starting again after nearly 3 years AND my loans were transferred to a new servicer in that time, I should have received a bill whether or not I was signed up for Auto Debit. I had no idea that a payment was being withdrawn until the night before, which is completely unacceptable.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have had 3 separate phone calls in the last 3 weeks with my Student Loan provider, MOHELA. I had submitted a payment via check ( through a third party - AmeriCorps portal ) that was cashed by my loan servicer but never applied to my account. I have called to find out where my check was and why it had not been applied.
The first time they said it would take 2-3 weeks to see it reflected in my account. It was received and cashed on XX/XX/27 and I had called the first time on XXXX. 3 weeks had passed. They said it should post any day.
Having not seen the payment applied by the XXXX of XXXX ( after my payment due date ) I called back again to verify that it was going to be posted to my account. They said they never received the payment. I uploaded to my MOHELA account evidence that the check had been removed from my AmeriCorps remaining balance - ergo showing that they cashed the check.
I contacted my AmeriCorps customer service rep who did a check trace for me through the Trust Department and they emailed me the results that it had been delivered to MOHELA and cashed by MOHELA on XX/XX/27 ( as stated above ).
I called back today, XX/XX/XXXX, after still not seeing a check or having seen any progress on my issue. The representative I talked to today told me that she would put in a search request for the check and that if I don't see it posted to my account in 30 days that I should call back again. Then she said I needed to be transferred to her supervisor- which meant I was put back on hold for another 40 minutes ( after the initial 2+ hours ) and the call was dropped. So I never talked to a supervisor.
I have zero confidence in MOHELA, their staff and their ability to find this check. At least it wasn't a personal check from my own bank account.
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| 03/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Since submitting my TEPSLF forms in XX/XX/XXXX, I have regularly followed up with my loan servicer, Mohela. On XX/XX/XXXX, I received notification that all of my forms were reviewed and processed, and my qualifying payments would be updated. I also called and confirmed with a representative that all of my forms had been approved for the listed dates, which totaled over the 120 months required for loan forgiveness.
However, one of the files I had uploaded contained two forms, and it was not entered correctly. A call to a representative resulted in the form being resubmitted for another review to ensure that both employers ' dates were added to my qualifying payments.
On XX/XX/XXXX, I received a message that my approved dates had been added, but only 95 and 112 qualifying payments were added. Of the two loans listed, the one given 95 qualifying payments is eligible for 122 payments, and the loan given 112 is eligible for 139 payments. When I called to find out more, I was informed by Mohela that they would continue to enter additional dates, as many of the dates from my approved forms had not yet been added.
I once again called on XX/XX/XXXX to find out why no additional dates had been added to my account and my resubmitted form had not yet been processed. The representative told me she would submit an expedited form that should take 3-5 business days at most to ensure that all of my approved dates would be added and the resubmitted form would be processed. As of tonight, five business days later, my resubmitted form still says it was cancelled and nothing has been updated on my account.
I have spent well over a decade working in public service and would like to have my loans processed and forgiven so I can move forward with my life goals.
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| 10/18/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
|
Due to the new rules for Public Student Loan Forgiveness ( now TEPSLF ), my student loans are eligible for full forgiveness. In the beginning of XXXX, I was notified by the Dept of Education that 30 payments would be added to my payment count under the new TEPSLF rules. I continue to be employed at the same employer since XXXX. The length of employment and number of qualifying payments both made me eligible for forgiveness immediately. On XX/XX/XXXX, I submitted my employer certification form to XXXX and was notified that it was received and accepted. Since the initial 30 payments, there has been no communication on my account, nor any updates made to the number of qualifying payments that have been made. I called XXXX on numerous occasions to check the status of my account, and after waiting an hour on hold to speak to someone, was told to continue to wait, and that my payments would be approved in batches. I messaged XXXX through XXXX XXXX on XX/XX/XXXX and received a response on XX/XX/XXXX telling me that they would send my account over to their team to review and I would be receiving a phone call within the next few days, which I never received. My loans were then sold to Mohela, and I am spending an hour plus to speak to a customer service representative only to be told that either they have no record of my loan, or that I need to contact someone else to inquire about my loans. Meanwhile, I am a member of many online communities where others have applied for TEPSLF well after my application and received forgiveness within days or weeks of their applications. I understand there is a backlog of accounts requiring review, but it's unfair for applications that were submitted long after mine to be getting addresses while mine has been bypassed.
|
| 06/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I have tried for several months to have late payment reporting on 11 student loan accounts that Mohela then XXXX XXXX XXXX hold. There are a total of 99 late payments on my credit report from XXXX through XX/XX/2018. It has caused tremendous damage to my score. I have disputed this with Mohela, and all credit reporting agencies and it continues to be seen as accurate. It is not, I requested information on forberance and deferment history from Mohela and it shows that I was in forberance at the time of late payments. They still failed to update or remove information and report it as valid, the credit bureaus has done the same, even though I've sent information showing it wasn't correct. I have requested valid paper work, from Mohela showing that I wasn't on a deferment or forbarbance before late payment started, that would have caused it to be past due and seen as accurate but nothing, stating that XXXX XXXX correspondence is something that they do not have. I just do not believe that I would have let 99 late payments hit my account, affecting me in this way. So I requested proof from Mohela, and was emailed though there portal a generic email from a case supervisor stating that after deferment supposedly ended I let it almost go in default and a administrative forberance was placed back dating Loan and the late payments remained valid and they don't do good will credits. Unbelievable I would never, and what good does it satisfy, my credit is worst if not the same from late reporting. It hard going against Mohela using their information that shows different with history report. But they can't furnish the history on administration forberance that I agreed to during that time. Only saying that's what happened with XXXX XXXX and it'll remain.
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Since XXXX before my loans even began disbursement, I have been employed by a qualifying employer. I have submitted certification forms for this qualifying employment covering XXXX until XXXX of this year. Additionally, I have submitted paperwork waiving any in-school deferment or forbearance. This waiver was in place before MOHELA took over, and I have since resubmitted it twice to MOHELA since they seemingly lost the records. This waiver of deferment and forbearance should be in effect retroactively to the beginning of my loans and moving forward until I request otherwise. These XXXX things combined mean that every single XXXX of my payments should count as eligible towards XXXX. Despite this, there are XXXX payments from XXXX that MOHELA refuses to update as eligible towards XXXX, even though before MOHELA took over they were shown as counting towards XXXX. I have been told that there is an administrative forbearance for these XXXX months, but MOHELA refuses to give me any more information or remove this incorrect forbearance. I did not request this forbearance nor did I never received any notification of this forbearance being placed without my request. It was not, to my knowledge, on my account before MOHELA took over. Every single payment before these XXXX months shows as qualifying towards XXXX, as does every single payment after these XXXX months. Additionally, my required payment amount at this time was {$0.00} as can be seen by looking at the payments before and afterwards, meaning that in effect there would be no difference made to my loans if this forbearance were removed. This forbearance is nonsensical and inaccurate ; it should be removed from my account so that these XXXX payments correctly count as eligible towards XXXX.
|
| 10/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
Servicemember |
|
MOHELA is grossly mishandling the PSLF eligible payment processing of individuals who have applied for the limited service waiver. My fully signed, fully completed PSLF form was sent by certified mail in XXXX of XXXX. XXXX XXXX sent me a letter back in XXXX of XXXX saying they had my form and were certifying my employment to check eligible payments. In XXXX of XXXX, I received a letter saying my employment was eligible. My account was sent to MOHELA as I was found to be eligible, but MOHELA is only showing my and many other people as eligible ONLY since XXXX of XXXX. This corresponds with NOTHING on the PSLF form that I ( and I assume others submitted ). I have been at the same eligible employer for longer than that! MOHELA will not respond to emailed complaints through their own site to correct the issue, even though their site claims they will respond. When form status is checked, they claim they have not loaded the form into their system, and it could take up to 30 days, but they have on their site the letter that says the loan service has had my form for months. They are doing this to many, many people and I believe are purposely mishandling the issue to try and claim people aren't eligible by the XX/XX/XXXX limited PSLF waiver deadline. Please see the XXXX thread here, where folks are all complaining about the arbitrary XX/XX/XXXX eligible date for payments that has nothing to do with what they filed. https : XXXX This is gross negligence with a waiver deadline looming. MOHELA is going to cheat people out of loan forgiveness by intentional negligence. There's no reason forms that have been filed for months are not loaded/evaluated. We're not last minute filers. And there's no excuse for simply not responding to written complaints.
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Description of the problem : On XX/XX/23, I made my first payment to Mohela. The payment was failed, nothing showed up in my bank account nor Mohela account.
On XX/XX/23, I made my second payment to Mohela. My bank account showed me a successful transaction, while it showed nothing on my Mohela account. I called Mohela, they told me they the payment was not success. They couldn't find my bank account based on the information I input. They also suggested me using a saving account to make a payment, instead on a checking account. At this point, I though this might be a system issue. So I called my bank, to see if there are anything they can do to help me get the money back. My bank said Mohela already took the money, there is nothing they can do to take the money back beside filing a claim. So I file a claim about Mohela not putting my money to a correct account, and I got a credit on my checking account.
On XX/XX/23, I made my 3rd payment. This time, I followed what the Mohela staff told me, I use a saving account for the payment. Same thing happened, my bank showed the transaction was completed, while my Mohela app show nothing, and I couldn't find any of my payments history on my account.
Now, my requests are : 1. How can Mohela fix the problem in their end? I can make the payments as many times as possible, but if none of my payments go to my student loan, there is no point of me doing this.
2. Since Mohela claim they did not received the money, how can I get my money back? ( The transaction on XX/XX/23 ) 3. If, in the worst case scenario, the problem got fixed after my payment is due, can I not paying the interest for that part? Since it wasn't my problem, it was Mohela 's problem on not putting my payment in a correct account.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I still ( as of XX/XX/2023 ) have not received a billing statement from Mohela for my federal student loan. I have called several times, starting in XXXX, to try to learn what my monthly loan amount will be. Each time I call I get a different answer. Because I was able to pay off quite a bit of my loan during the pause, my monthly payment should be less than it was before. Studentaid.gov estimates my payment at {$630.00}, and the latest estimate from Mohela is {$710.00} ( who knows why those amounts don't match up ).
On XX/XX/XXXX, Mohela auto-debited me for {$1000.00} - my monthly amount due before the pause. When I called Mohela to complain, I was placed on administrative forbearance, which had the effect of increasing my interest rate by XXXX XXXX ( because it removed the autopay discount ). I should not have my interest rate increased because Mohela can't figure out my loan payment amount.
On Monday, XX/XX/XXXX, the Department of Education announced that it would be directing Mohela to place borrowers who had received incorrect or late billing statements on forbearance with zero interest. I called Mohela to ask if I was being placed on this zero-interest forbearance, and the person I spoke with and their manager both had no knowledge of this DoE announcement or policy. I asked to be taken out of administrative forbearance ( restoring my auto-pay discount ) but will likely continue to be overcharged on my loan amount. Because my loan is accruing interest, I don't feel comfortable withholding payments until the problem is fixed, as that will increase the amount I pay over the life of the loan.
On my latest call with Mohela, the customer service representative I spoke with confirmed that I have not received a billing statement.
|
| 04/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
|
|
Mohela, as the federal student loan servicing contractor, essentially scammed me. Their staff encouraged me in XX/XX/2022 to request a refund of my XXXX forbearance payments made to the prior loan servicer, promising me the US Treasury would refund me approximately {$15000.00} in total. However, that never was requested of the Treasury, or Mohela prevented the refunds from being made. Either the request to make the refunds was not sent to the Treasury, or Mohela misrepresented their intent, and changed my zip code from a Texas zip code to a DC area zip code, as they later claimed the Treasury issued me a check for about half the total, but it was returned due to an incorrect address. My address was correct up until that time, but someone changed the Texas address to a DC zip code in ED records. After taking some time to correct that, no action has occurred, and I keep being told that refunds will be requested. In the interim, Mohela processed a loan consolidation request I made months later, and processed the new loan as if I had received the full amount of the refunds. So, the consolidation loan total is over {$30000.00} instead of close to {$15000.00}, which was the remaining balance after the forbearance payments. Mohela has committed fraud and theft by essentially promising the refunds, acting like they were made prior to consolidating the loans, and somewhere pocketing the approximately {$15000.00} I already paid. I did tell Mohela that instead of the refunds, they could just correctly make the consolidated loan balance around the {$15000.00} total loan balance it was before the consolidation was processed, but they have refused. So, I have made about {$15000.00} in education loan payments that have just vanished into thin air.
|
| 12/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
Servicemember |
|
After waiting XXXX hours and having my call dropped I sent a message XX/XX/23 questioning why : XXXX payment was online says {$420.00} but doesn't provide a due date.
XXXX. My invoice in my messages inbox states that my total payment due is {$370.00} by XX/XX/XXXX which is different than above amount.
I asked why are the amounts different. Also my XXXX XXXX plan which on federal aid site says my monthly payment should be {$11.00}.
I received no response. I tried calling again XX/XX/23 but again couldn't connect. I'm stationed in XXXX in the XXXX so the time difference makes it difficult. I sent another message and received an automated response on the XXXX that my message was received and i would get a response soon. On XX/XX/23 I received a message from mohela that I was late on my payment. I replied telling them thank you for reminding me and asked if they could please answer my previous requests explaining why my payment is so high. They sent me an automated message stating that my loan payment amount under save is dropping to XXXX $ starting in XXXX. Then they sent another saying it was XXXX XXXX This is great, but I'm still on the hook for paying XXXX $ in late payments because they messed up the calculation. How can my payment be XXXX $ or XXXX $ but I owe XXXX $?
I don't expect to hear anything back and after reading about others experience this seems to be a VERY common problem. XXXX response generally seems to be to just tell people to recertify or put your account into forbearance while they figure it out.
It's unfortunate that there's basically no recourse for people like me. I can't take any action against mohela for doing such a bad job. My only option is to pay an incorrect payment amount that I can't afford.
|
| 08/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I have contacted Mohela numerous times to ask specific questions regarding my loans. Eight months ago I inquired about how many verifiable PSLF payment counts did I have. I followed all protocols by submitting all requested documents, including certifying that I continue to work for a not for profit company. These qualifying payments are important because they move me closer to loan forgiveness. In over eight months, my qualifying loan information has not been fully updated. I was told that the information would be updated in ninety days. It was not. I was then told I needed to recertify my employment a second time. I did this. I was told that my qualifying payment information would be updated in three days. It was not. I was told that Mohela was awaiting the Department of Education to give the green light to update my information. Today I was told to recertify my employment again before my qualifying loan payment information could be updated. I explained to the representative that the number of qualifying loan payments listed were there when I last recertified my employment the last time. I was also told today that if the loan payment count isn't updated by the time I must resume loan payments, which is in XXXX, that I would receive a refund if owed one. Mohela seems to be waiting for my loan payment date to arrive without updating the number of loan payments I have made that would move me toward loan forgiveness. In more than eight months, I believe my loan payment count should have been updated. Mohela has been giving me conflicting information for over eight months. I would like to know how many qualifying loan payments I have made. I would like to know how close I am to loan forgiveness before my loan repayment period resumes.
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| 11/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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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.
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| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX. My application included XXXX payments while I working for the Federal Government. This exceeds the XXXX payments needed for loan forgiveness. But, Mohela has not processed my application. It has been 9 months. The application is supposed to be processed within 90 days. Every time I call they tell me they see that I have enough eligible payments, but they need to update their tracker. Their story keeps changing and on XX/XX/XXXX they said they have to resubmit the payment certifications because it got " caught up '' in the system, so the clock starts all over. I resubmitted with everything they asked for. I called many times to inquire and they said my application was good and all payments could be certified, but they just needed to update the payments into the account. Now they have changed their story and said my XXXX employment from XXXX could not be verified because my former employer did not sign the form. However the instructions said if I could not get my former employer to sign the forms, I could submit a XXXX, which I did. This is also what my previous servicer and Mohela have told me over the phone. Now Mohela has moved the goal posts and said I need a XXXX for every year I want credit. So I provided those documents and Mohela said they XXXX get to them in 90 days. I submitted my application 10 months ago and they are saying another 90 days. They never told me there was an issue or a need for additional XXXX 's until I started hounding them. Then their story changes every time I call or email them and they XXXX up a new hoop to jump through. They have not acted in good faith. I keep calling, jumping through hoops and submitting more documents and it's never enough
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I discovered that several of my loans were in DEFERRED status until XX/XX/XXXX - when I was under the impression they would be in COVID/CARES Act Forbearance status. I submitted a letter to Mohela ( please see attached ) that includes all the dates of the loans for my Account # XXXX and requested for them to retroactively waive the deferment periods on my federal student loans identified in the letter from deferment period of XX/XX/XXXX to XX/XX/XXXX.
Since the above request is imperative for me to consolidate my loans before the end of the year for my PSLF status, I needed this done promptly. After not hearing back for several weeks, I called Mohela and was on hold for over 3 hours. I spoke to a representative and was told that he needs to put in a request to have my deferment status changed to forbearance because I was supposed to tell them about this when it happened- I explained that ALL borrowers were under the impression that due to the pandemic that we would all have our student loans under forbearance and that I don't know why they would put me under deferment when the COVID/CARES Act allowed for me to have forbearance status - further, several acquaintances that I know had the same exact issue happen and were able to call in and speak to a supervisor and have their request granted over the phone - the Mohela rep told me that he can't do anything but put in this request to a different department and this can take 90 days to be reviewed. Again, I can't consolidate my loan without this being granted first, and I need to consolidate before the end of the year. Mohela should have not put me in deferment status when I was supposed to be in forbearance and now they are not correcting this status change in a timely manner.
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| 06/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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This is my 2nd complaint... the issue has still not been resolved since I filed the first complaint. I keep getting told it is being worked on and will be updated soon ....
I initially applied for public service loan forgiveness back in XXXX of XXXX when the designated lender was XXXX. After multiple months of back and forth with them on the processing of my application I finally received confirmation that I had met the necessary threshold for forgiveness however I was notified that given the ending of their contract with the Department of Education that my application would be forwarded over to MOHELA for completion. Since that has taken place many months ago I still have not received any notification from MOHELA on the status of my loan forgiveness. In fact the information that they have noted on my payments is incorrect and I have contacted them on multiple occasions via phone and email to indicate such. I even resubmitted my public service loan forgiveness application and certifications to them again so they could see the discrepancies and all they did was cancel my duplicate application. Every time I have made attempts to contact them to gather information on the status I keep being informed that they have an influx of applications and it's going to take a long time to process. I'm told it'll take 30 days, then 60 days, then 90 days by now it has been practically 10+ months since MOHELA has had my application and I still have heard nothing about correction to my payments nor whether my loan has been forgiven. I have emailed them about this on the following dates : XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I have called them on at least 5 occasions but unfortunately I have not taken down those exact dates.
|
| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for TEPSLF in XX/XX/XXXX for my federal student loans.
I've been continuously employed since XX/XX/XXXX with a PSLF-qualified gov't agency. I never missed or deferred on a single loan payment.
My loans were transferred from XXXX to U.S. Dept of Education to MOHELA in XXXX XXXX. Since that time, it has been a nightmare trying to get information on the status of my loans with MOHELA.
After finally reaching one of their customer service reps in XXXX XXXX, I received a memo which indicated I had " 182 PSLF Eligible Payments '' but could provide no other information about TEPSLF.
In XX/XX/XXXX, the details of my loans disappeared from the MOHELA website, but it displayed a {$0.00} balance. There were no memos or notices on the website explaining what had happened.
I called MOHELA customer service repeatedly to verify the status of my loans. They informed me that my loans had been discharged under PSLF, but could provide no information on TEPSLF and the 62 over-payments eligible for refund.
I was told I would have to wait 90 days for MOHELA to provide an update on TEPSLF ... then it would be up to the U.S. Department of Education and that could take another 90 days or more.
If that estimate from MOHELA is accurate, I would be looking at approximately 16 months from the time I applied to determine if I qualified for TEPSLF???
It should be noted that according to MOHELA 's XX/XX/XXXX Investor Presentation, they are using the same servicing platform COMPASS to perform its servicing operations as my original loan holder ( XXXX ) -- with whom I never had a single hiccup.
So, the lack of communication and delays with MOHELA are genuinely hard to fathom, not to mention terribly stressful for me and my family.
|
| 05/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
Older American |
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In XX/XX/XXXX I applied for PSLF for discharge of XXXX of loans. The application sat until MOHELA picked up until XX/XX/XXXX. I submitted 19 years of employment as a XXXX. The application was returned for a wet signature in XXXX but turned around in 1 day back to MOHELA where it sat until XX/XX/XXXX. No action took place to payment tracker no payment counts entered. After a complaint a tracker was added at the end of XX/XX/XXXX. The tracker sat on XXXX payments for 90 more days and was updated to XX/XX/XXXX payments in XX/XX/XXXX. EI talked to multiple representatives during the process all who had no idea what was happening promising I would surely have discharged loams by XX/XX/XXXX each time I was saying I am retiring in XX/XX/XXXX. In XXXX and XX/XX/XXXX I asked why my loans were only being eligible from XXXX when PSLF goes back to XXXX. Nothing happened in XXXX I called back XX/XX/XXXX asked the same question asking for an answer as XX/XX/XXXX retirement was approaching. I was told the rep could see my request from XX/XX/XXXX but it was canceled since it wasn't the right request and no notification to me. The rep put in a new request with a case number of XXXX. As of XX/XX/XXXX no communication and onw MOHELA out to retire, MOHELA has had months to get my loans forgiven and are causing harm to me as I am now retiring without the loans being forgiven. I have spent endless hours on the phone with multiple reps with multiple answers with misinformation. I need immediate help as this is the last week I have an eligible employer. I reached out to US Department of Ed XX/XX/XXXX no response yet. I am XXXX XXXX XXXX and widowed. MOHELA has had more than adequate time to discharge the loans and this is a due process issue.
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
|
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MOHELA is unable to correctly put our loans back into repayment status, despite our best efforts to enter repayment. This is impacting our ability to close on our home. MOHELA put our loans into forbearance status without my permission or knowledge, because of this our lender must use 1 % of our student loan balance instead of our monthly IDR payment.
XXXX XX/XX/, we requested that our accounts were placed back into repayment status removing the COVID-19 administrative forbearance. This was accomplished and our loans were in repayment status since XXXX. We have been paying the monthly payment since then.
XXXX XX/XX/, without any notice and without being requested by us, our monthly loan amount was incorrectly recalculated by MOHELA with an 88 % increase in the monthly payment ( this was an error by MOHELA ) ( spouses payment included in the 88 % increase ).
XXXX XX/XX/2023, we resubmitted an IDR payment to fix the XX/XX/2023 payment issue. This was processed by MOHELA on or around XX/XX/2023.
XXXX XX/XX/2023, we received communication that our loans were placed back into administrative forbearance until XX/XX/2023. This was done without notice and without being requested by us.
XXXX XX/XX/2023, we requested that our accounts be immediately restored to repayment status removing the improperly placed administrative forbearance.
We have spent countless hours on hold trying to resolve this issue and this will stop us from closing on our forever home. MOHELA 's handling of our accounts has been deplorable to say the least.
Further, MOHELA is reporting incorrect information to our credit bureaus by refusing to update our payment amount from {$0.00} ( which is not correct ) to our current IDR payment amount.
|
| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
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Web |
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I submitted for XXXX through Mohela on XX/XX/XXXX. I found out that I needed to transfer my loans from my previous loan servicer to XXXX XXXX which then transferred them to Mohela in XXXX of XXXX. In XXXX or XXXX of XXXX, I was told that XXXX payments had been accepted for PSLF forgiveness. When I contacted Mohela to find out why only payments between XXXX and XXXX were accepted, I was told that they were waiting for more information from the Feds.
I contacted Mohela at XXXX on XX/XX/XXXX to find out why only payments from XXXX were considered in my forgiveness count when I have verified employment from before XXXX. The representative I spoke with could not figure out why that was either. He told me he was going to put in a request to figure out why no payments before XXXX were considered. He told me to wait XXXX weeks before calling back to check on the status of this request.
On XX/XX/XXXX, I received a letter from Mohela ( even though I've requested electronic correspondence many times ) essentially informing me that I do indeed have an account with them and that I can check my XXXX progress on the website.
On XX/XX/XXXX I called to follow up on my original request since it was NOT addressed in the letter I was sent. I was told to be patient and that some XXXX requests would be fully processed in XXXX and others not until XXXX.
I have tried to contact Mohela in XXXX and XXXX of this year and have not been able to reach them because of high call volume. They are not a very user friendly company.
My complaint is that I've submitted all the appropriate paperwork and am still waiting for forgiveness after 18 months. No one seems to be able to answer my questions. I've been paying on my loans since XXXX.
|
| 06/24/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
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Web |
|
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MOHELA continues to report my student loans as multiple separate loans with varying amounts and dates- all under the same account number - rather than a single account. They have incorrectly reported delinquency days- for example, in one instance it shows 90 days delinquent in XXXX of XXXX but XXXX, XXXX and XXXX are not delinquent. So how can there be a 90 day delinquency?
MOHELA has refused to recognize my category XXXX XXXX status as determined by the XXXX XXXX XXXX despite being provided with the information of determination.
All three NCRAs are showing 7 delinquent accounts on my credit report but without displaying any actual negative or delinquent account. The only exception is these incorrectly reported MOHELA accounts. I have made previous disputes with the NCRAs and it has not been fixed. As of XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( my bank ) sent me an alert because XXXX dropped my credit score by more than 50 points in a single day. It would appear that either the NCRAs or MOHELA ( or both ) are getting ahead of the Supreme Court decision and publishing ruinous and incorrect information related to student loans as all other accounts are in good standing and paid on time.
XXXX has a product it uses with banks, and rarely reflects the same as their other products. They are also the flagship that the other two, XXXX and XXXX, follow for reporting. Attached you can see where my score was dropped by XXXX points with no explanation. It also lists my payment history as a " D '' grade but with no actual negative information attached as I DO NOT have ANY delinquent accounts. Which is confirmed in all three NCRA reports, though all three NCRA agencies are also reporting " 7 delinquent accounts ''.
|
| 02/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Department of Education, XXXX XXXX XXXX and Mohela My concern is related to delay in action, lack of follow up denial of student loan forgiveness. I initially applied for loan forgiveness in XX/XX/XXXX. At that time I was informed that there was a delay in getting forms processed and it would be a few months before I had any information. I was notified that despite having over 120 payments one of my employers needed to be verified by the department of education. Without any contact I was denied forgiveness and received a letter stating that I need employer verification. I resent the application with a letter from the non-profit providing additional documentation and contact the Ombudsman, whom reported I needed to wait for the department of education to review my employer. The application was denied due to needing employer verification. I resent the application with additional supporting documentation of Social Security transcripts and not have been told that the application for forgiveness was denied due to needing employer verification. For the last 3 years I have been given the same response regarding the employer. I worked at XXXX XXXX XXXX from XXXX to XXXX, they did go through a name change to XXXX XXXX XXXX and in the years since my employment have merged with another non-profit. I have provided letters from the leadership explaining the changes and confirming that I did indeed work at the XXXX I have provided social security records from the time of the employment and have submitted the correct application for forgiveness. At this time I have nothing else to provide. I am requesting that the documentation provided that shows my work at the XXXX be reviewed and my forgiveness application be reviewed.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My servicer, Mohela, is not responding to requests in a timely manner. Today is XX/XX/XXXX.
On XX/XX/XXXX I submitted an application to switch the to SAVE plan. I requested my loans NOT be placed on forbearance during this time. The application has not been processed yet. After submitting, I received an automatic response that it would be processed within 90 days.
On XX/XX/XXXX I was advised an administrative forbearance was placed on my loans ( I assume as part of the punishment for their billing failures ). That same day, I requested via secure message that my forbearance be lifted. That request has not been processed or responded to.
On XX/XX/XXXX I contacted Mohela via phone to again request the forbearance be lifted. That has not yet been processed.
On XX/XX/XXXX, I sent Mohela a secure message with standing payment instructions and requesting that my account due dates be adjusted to reflect these instructions ( " STANDING PAYMENT INSTRUCTIONS Please do not place my loans into Paid Ahead status. All payments made over my monthly payment amount should be applied to my current bill and not advance my due date. Please adjust my current loan due date ( XXXX ) to reflect this request as well. '' ) This has not yet been processed.
On XX/XX/XXXX, Mohela sent me two secure messages saying they see I spoke to someone about my previous messages and assume the matter is resolved. I replied immediately advising that 1 ) I do not know which messages they are referring to and 2 ) that none of my requests were resolved. I have not yet heard back.
The forbearance is blocking me from refinancing my loans, and interest continues to accrue. Every day that Mohela delays their response, it is costing me money.
|
| 11/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
|
I am encountering a number of egregious practices on MOHELA 's part to prevent me from qualifying for PSLF. I've been working for 10 years without a gap in employment in public universities and now that I have actually met the 120 qualifying payments, the first issue I encountered with MOHELA was they somehow missed counting 5 months of my certified employment ( which was odd since I saw the paperwork provided by my employer and dates were typed and difficult to misinterpret ). I called MOHELA 's PSLF department on and had my form re-processed on XXXX and on XXXX my PSLF tracker reflected 120 qualifying payments. The second issue, and the most egregious, is now that MOEHLA acknowledged my 120 qualifying payments and while I thought my account was being reviewed by the Federal Student Aid department, I was just notified ( XXXX ) that MOHELA put my account on an " Administrative Forbearance '' which was applied retroactively to my XXXX and XXXX payments ( which was previously a qualifying payment, I have documentation of this ) now putting me at 119 qualifying payments- coincidentally one payment away from qualifying for PSLF. I don't know how it is legal to put my account retroactively on an administrative forbearance, without any information or consent, and take away my qualifying payment?! I have copies of my 120 qualifying payments in their system since I printed the pages to pdf and documentation of the payments I made on time. I feel completely powerless against this lender and I will now sit for a day on hold trying to sort this out. I believe these actions are evidence of MOHELA 's attempts to prevent me, and undoubtedly others, from receiving student debt relief that they qualify for via PSLF.
|
| 08/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I first applied for PSFL loan forgiveness in Fall of XXXX for two direct federal student loans that I began paying on in XXXX. XXXX, my servicer up until XXXX, never completed the PSFL review process of my loans, although they acknowledged I had made 182 qualifying payments. My loans were transfered from XXXX to Mohela in XXXX XXXX.
In XXXX XXXX, Mohela reviewed my XXXX application and indicated I did qualify for forgiveness. But, when we finally got the notification letter, it was for only a portion of the loans. After multiple correspondence attempts, Mohela indicated there was still a substantial remaining balance, my wife 's portion of the consolidated loans. Yet, my wife 's Mohela and XXXX accounts showed a {$0.00} balance and would not allow her to submit a PSFL application, even though she also qualifies, having worked for a non-profit corp. since XXXX.
So in XX/XX/XXXX, we submitted a PSFL application for my wife under my account. Then in XXXX XXXX, Mohela indicated that her application needed to be resubmitted. We resubmitted her application in XX/XX/XXXX. Mohela acknowleged this submission and indicated the review process can take up to 30 days.
Since XX/XX/XXXX, we have submitted mutiple written requests inquirying about status. In XX/XX/XXXX, Mohela indicated their review has yet to be completed and when they do finish, they must submit it to XXXX for approval, which can take up to 90 days.
Meanwhile, student loan repayment requirements are scheduled to resume in XXXX XXXX. And although we have already made 182 qualifying payments, 62 over the amount needed for forgiveness, we will have to continue to make even more payments until Mohela 's protracted review process is complete.
|
| 09/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I have a very old student loan about 14-16 years old with mohela. I recently applied for a home loan and there are an insane amount of late payment marks on my credit record from several years ago. I didnt understand how 9 late payments can result in 36 negative marks. I had one account number with mohela. One monthly payment. I contacted them and said perhaps its a mistake they produced the late payment notice that were sent to me for the ONE account. This is extremely unfair. They dont send notices for each of the four loans if you are told you have one account one late payment, then mark my record one time. As a consumer receiving bills and notices for a single account you have no way of knowing you actually have four. they take your one account and distribute the payment into 4 debts. They never notice you of being late on 4 accounts or however many funding sources you have. If they what to mark your credit for four accounts then the consumer should have the right to a separate bill and notice for each account.
I have one account with them. Loan # XXXX. If you see all my statements all my notifications were for one loan that is loan # XXXX. They acknowledge its one Loan and one account. How is this okay? If I missed a payment then they should report one late payment under this account. But, they reported four late account payments. Because there are 4 funding sources for my one account # XXXX. A consumer should be informed. A consumer should know that missing one payment is actually going to result in 4 payments missed and four accounts becoming delinquent. But, they send one statement! Unless you know their policies you wont find out until you look at your credit report. This is very unfair.
|
| 11/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American |
|
I have recently contacted XXXX, Mohela, XXXX, and XXXX.
I recently had a student loan XXXX because I am XXXX and XXXX XXXX.
XXXX and XXXX has this loan as XXXX. That's good.
My question, and problem, is that they keep reporting late payments from about 5 years ago. I'm XXXX, have XXXX XXXX XXXX XXXX, as well as other XXXX XXXX problems, and it will do no good for me to have the loan XXXX and carry the late payments, which are under dispute. I say under dispute because I received a forbearance or deferment during those times, my income never went up, and thus should've been in forebearance or deferment. That is proveable as I get income from XXXX XXXX and XXXX.
Besides that, each of the XXXX entities above claim that the other is the one to delete the " late payments. '' So who would be responsible for doing that and who does what next?
This is very troubling and confusing. You simply can not get XXXX on the phone... they've set their phone menu up to direct you to their website in EVERY CASE.
Mohela is so busy that in practicality you can't reach them.
Only XXXX can be reached on the phone. Otherwise I send messages and they refer to the other party. Now tell me that this isn't a common occurence. People need to know the solution to it, rather than wringing their hands.
I'd like to get this resolved before I die ... surely my last words wouldn't be that I had late payments on this initial {$15000.00} student loan, that was supposed to be taken off after teacher service at a low income school. This loan was taken out 35 years ago, and I've suffered enough, with a balance of over {$200000.00} until recently.
So, which entity starts the process? Who finalizes it? Please help.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am not sure that MOHELA is properly administering the new SAVE repayment plan on my student loans. On XX/XX/2023, when the COVID pandemic forbearance was still in effect, I applied to switch to the SAVE repayment plan. Please see the attached PDF from studentaid.gov. The interest on my student loan was frozen during the COVID pandemic forbearance. My student loan servicer MOHELA processed my SAVE plan request on or about XX/XX/2023, when the COVID pandemic forbearance was still in effect. Please see attached letter from MOHELA. My monthly payments are {$220.00} under the SAVE Plan. My total student loan balance was {$250000.00} on XX/XX/2023, which is the date the COVID pandemic forbearance ended. Please see the attached screenshot. As of today, XX/XX/2023, my student loan balance is {$250000.00}. Please see the attached PDF of my MOHELA borrower portal homepage. Studentaid.gov specifically states : The SAVE Plan has an interest benefit : If you make your full monthly payment, but it is not enough to cover the accrued monthly interest, the government covers the rest of the interest that accrued that month. This means that the SAVE Plan prevents your balance from growing due to unpaid interest. Please see the attached from studentaid.gov. Even when you add my {$220.00} monthly payment to my {$250000.00} loan balance at the time the COVID pandemic forbearance was in effect, my balance should only be {$250000.00}. My balance should increase to {$250000.00} per month at the most and then revert to {$250000.00} after I make my {$220.00} monthly payment under the SAVE plan. While I am certainly not an expert on the nuances of the SAVE plan, MOHELA has failed to adequately explain its practices to me.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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Complaint to MOHELA ACCT NUMBER : XXXX Hello My name is XXXX XXXX XXXX XXXX I have a certification of XXXX approved on XXXX XXXX XXXX XXXX XXXX plan FOR THE ACCOUNT XXXX. They are committing discrimination against XXXX XXXX borrowers. I have had an approved XXXX since XX/XX/ and without my consent they want me to pay the full amount. Now I called XXXX times and talked with XXXX representatives to resolve the situation. I need my XXXX back. The XXXX repayment plan approved on XXXX XXXX XXXX is : XXXX : And the XXXX payment Amount for this plan is : XXXX FOR XXXXXXXX XXXX PAYMENTS.
As a result of everything that happened with Mohela, I had to request a new repayment plan, when there was already an approved one. I understand that the process they have put me through is unfair. It is a process that is detrimental to the borrower. They also did not want to process the payment deferral until XX/XX/, in which the requested repayment plan is approved. To date, they have not wanted to process my new request nor the documents that support it. The customer service is terrible, they don't want to talk to XXXX customers. They hang up the phone when you ask to speak to a supervisor. I am desperate and saddened and I don't know what else to do after so many calls and emails written almost XXXX with this company. I have exhausted all available resources and that is why I very respectfully turn to you for help.
I have a XXXXl complaints to Mohela with no response or resolution.
Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX I appreciate all the help you can give me for this terrible situation.
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| 12/08/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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This is report, yet again, another a problem with MOEHLA student loan servicing. This time, the web site 's secure message center seems to be XXXX XXXX or worse, the company has completely removed the ability to e-mail the company with a question.
Tonight, I tried to send a message to the company in order get more information about its claim to offer a " CASHLoan 3 % Interest Rate. '' According to the website, " Interest rates may be reduced to 3 % during XXXX XXXX XXXX ... .Eligibility is based on XXXX XXXX status reflecting on the SCRA Website. '' Yet that is it. There is no further information.
When I attempted to go to the MOHELA secure message center in order to submit a question, the process totally and repeatedly failed. It appears to no longer be possible to send a message. Rather, unsuspecting customers are first lured into a secure message center that looks real. But upon choosing a subject from a drop down menu ( of which are severely restricted ), the site only allows you to choose from a preset subject. Upon clicking the preset subject, the site simply displays a small narrative -- much like a FAQ section. In my case, I selected " other. '' MOHELA displayed " Sorry, messaging is not available for this topic. " In sum, tonight MOHELA is blocking customers from submitting questions to the company via e-mail.
My hope is this is just a temporary IT error. However, knowing the company for as long and as well as I do, this is likely the beginning of yet another way to reduce service to customers by a company with little or no oversight of there employees that promotes an anything goes/no controls environment. Thank XXXX for the CFPB to investigate and pursue an enforcement action.
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| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I applied for an income-driven repayment plan ( XXXX, now the XXXX plan ) in XX/XX/XXXX, received approval, and that repayment plan was assigned to all of my loans. Then, several months ago, my loans were transferred from XXXX to Mohela, and my IDR was only applied to half of my loans, with the other half set up with the traditional payment plan. I contacted customer support on XX/XX/XXXX ( which was an incredibly frustrating and time-consuming experience ) and was told I had to reapply for the XXXX plan, which I did over the phone even though my repayment plan shouldnt have changed when my loans were transferred, per information on the Department of Education XXXX XXXX I was told I would receive a response to the application within 14 days. I again inquired as to why I had to reapply for my repayment plan of choice, and I was transferred to a different representative who stated they revert all loans to the traditional plan following loan servicer transfer to give borrowers the option to choose a different plan. Again, this is not the way loan servicer transfers should be handled per the DOEd. As of today, I have received no response regarding my repeat application for the XXXX ( formerly REPAYE ) plan but have received a bill for {$2300.00} due on XX/XX/XXXX. This is more than my monthly income, and I cant afford to pay it ( which is why I applied for the XXXX plan ). I need the correct repayment plan set up for my account and am unable to get Mohela to correct this error. Now I have to decide whether to overdraw my account or be delinquent on my loans. Mismanagement of student loans to this extent should be criminal, and there needs to be a formal investigation into Mohela business practices.
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have contacted Mohela via email messaging on Mohela Website on 9 separate occasions and at least 3 different phone calls regarding the same topic.
My initial message sent was on XX/XX/XXXX and I have a string of messages until XX/XX/XXXX with useless generic responses even after waiting days for an appropriate response.
I have called and spoken to XXXX different agents, all which have told me incorrect information despite rules and policies quoted directly from studentaid.gov. I have spoken to XXXX, a supervisor who reassured me that my loan will be processed correctly. She even told me " MOHELA IS A MESS AND WE HAVE TRAINEES ''.
To date, my monthly payment is showing more than {$4100.00} per month on a PAYE plan. How is this even possible?? {$4100.00} is more than a standard repayment plan and here I'm listed as a low income plan. I've been advised by Mohela to start payment and recertify immediately. This goes against the recommendations of all my loan advisors, friends, forums, and most importantly IMFORMATION FROM STUDENTAID.GOV.. Lastly a trainee customer service agent actually submitted a recertification process despite me telling her TWICE that I DO NOT GRANT permission to initiate a recertification. My account details are grossly incorrect.
Mohela is impossible to call into due to " high call volumes ''. I have tried numerous times without availability. Unfortunately due to long wait times, life moves on and I must return to work.
Please fix my Mohela account! This is causing excessive and unnecessary financial burden. It is impossible to budget, or financially plan due to excessive delays and misinformation. This is leading to huge lost in opportunities and financial lost.
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| 02/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have two separate issues with my application for Public Service Loan Forgiveness ( PSLF ) that I have made Mohela aware of on several occasions, but neither has been resolved, and the application has been in " processing '' for many months.
First, Mohela is erroneously saying that my employment is " not certified '' for all my loan payments between XX/XX/XXXX and XX/XX/XXXX, despite clear proof that I have been employed at the same 501 ( c ) ( 3 ) nonprofit organization since XXXX of XXXX. The attached individual payment summary shows the " Employment Not Certified '' status for all loans between XX/XX/XXXX and XX/XX/XXXX ( see pp. 9-15 ), while the attached Employment Certification Form ( from XX/XX/XXXX ) shows that I was employed continuously at the same organization between XXXX of XXXX and XX/XX/XXXX. I have brought this problem to Mohela 's attention multiple times by phone and written correspondence, and have waited many months for it to be resolved, but nothing has happened.
Second, although I made monthly payments to XXXX throughout XXXX and XXXX on my consolidation loans ( see attached " XXXX XXXX Payment '' spreadsheet ), Mohela has not given me credit for any payments on these loans ( identified as " 1 DL Consolidation Unsubsidized '' and " 2 DL Consolidation Subsidized '' ) between XX/XX/XXXX and XX/XX/XXXX ( see individual payment summary pp. 63-69 ). Again, I have made Mohela aware of this issue, provided them with the relevant information, and have sent them the XXXX XXXX XXXX summary, but they have not resolved the issue despite many months of waiting.
I am eligible for PSLF now and want to complain about Mohela 's inattention to these simple, easily resolvable issues.
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| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Starting in XX/XX/2022 I have been reaching out to mohela to find out how my application was going. I sent inmy new application for pslf per mohela request when they took over my student loans. They sent back an auto reply that stated to give them 90 days to process applications because they were being inundated. Since then I have sent 7 messages. I have been unable to get a hold of a customer service rep and when I finally did yesterday they told me they have never received my application and that since they hadn't I no longer qualify for the limited pslf waiver. They then decided to transfer me to a manager because I stated why would I be calling and sending multiple messages if I never sent an application? I held on the phone for an hour and a half with no answer, just holding music. This is just XXXX problem I'm having with them. I have multiple, but they only reply with auto reply on the secure messaging that is not helpful. They have made it too difficult to contact them and my loans are being grossly mismanaged. At this point I don't know if I need to get legal representation. All my messages are secure on my site and it is obvious I have been reaching out for months to try and figure out where my application is, why my eligible payments aren't rolling over and also I submitted a decrease in working hours and requested they change my monthly payments based on this. None of this has even been addresses. This is a horrible company and XXXX begging for help. I'm a XXXX XXXX who has worked through the pandemic with covid in XXXX XXXX patients. I have worked for the same company that is non profit for 12 years. I am the poster child for pslf program. Please help me. Thank you, XXXX XXXX XXXX
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| 09/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX I sent {$310.00} to Mohela from my XXXX XXXX checking account. On XXXX XXXX side, it says Mohela deducted the money. The tag for that deduction is Department Education Studen Ln XXXX. In fact, the XXXX showed up as pending on Mohela 's side for several days then it disappeared without it going towards my balance.
On XX/XX/XXXX I sent {$500.00} to Mohela from my XXXX XXXX checking account. On XXXX XXXX side, it says Mohela deducted the money. The tag for that education is Department of Education Student Ln XXXX. The XXXX dollars showed up as a pending payment on Mohela 's side for several days then this disappeared without it going towards my balance.
On XX/XX/XXXX I sent XXXX dollars to Mohela from my XXXX XXXX checking account. On XXXX XXXX side, it says Mohela deducted the money. The tag for that education deduction is Department of Education Student Ln XXXX. The XXXX dollars showed up as a pending payment on Mohela 's side for several days then it disappeared without it going towards my balance.
Keep in mind I am sending daily payments of XXXX and these payments are going towards my balance. So I am wondering why some payments are going towards my balance and others are not, especially my larger payments. I am nervous about sending payments to Mohela because they have demonstrated in the past that they lose money. I had to complain about them in XX/XX/XXXX when they could not find XXXX dollars that I sent to them for a loan payment. When I called, the supervisor hung up on me after waiting for over 90 minutes to speak with someone. I want to pay my bill and have great credit but again nervous about sending payments to Mohela who is known to lose payments. I need help
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| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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Federal student loans are complete and utter robbery and violate the UDAAP regulations. The way that interest accrues and is charged is criminal. Banks would be fined and shut down for practices like this. I have loans that originated going back to XXXX or XXXX. My total borrowed was {$43000.00}. Before this XXXX payment, I had paid {$27000.00} in payments with a remaining balance of {$37000.00}. Make this make sense. One loan originated in XXXX for {$9300.00}. Repayments began in XXXX. The balances is now {$9900.00} after more than {$5500.00} in payments. In XX/XX/XXXX, the portion of my payment that was applied to this particular loan was {$78.00}. Guess how much was applied to principal?? {$1.00}. Read that again. {$1.00}. That is with an interest rate of 6.55 %. I have two consolidation loans with a rate of 4.875 %. The portion of my XX/XX/XXXX payment that was applied to them was {$130.00}. Again, guess how much was applied to principal?? {$8.00}. Less than {$10.00}. What kind of voodoo math makes 4.875 % of {$130.00} over {$120.00}?? At one point, I think in XXXX, I tried to get those two consolidation loans amortized for a shorter period so that more of my payment would be applied to the principal. They came back and said I couldn't, but just simply making the request caused the 25 year repayment plan to START OVER. Even less was being applied to principal. My complaint is not against my servicer. It is against the government for violating UDAAP, stealing money, and using student loans as a mechanism to keep people in debt. I have attached screenshots which show my XX/XX/XXXX payment details, a possible 10 year amortization schedue, and a printout of all of my student loan details.
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| 07/21/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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All of my credit reports are showing twelve ( 12 ) 90 or 120 day late payments in the month of XX/XX/2019 for my student loans with " Mohela/Dept of Ed '', however, my student loans were in Administrative Forbearance from XXXX XX/XX/2019 and General Forbearance XXXX XX/XX/2019. Administrative Forbearance is a period during which payments to federally held student loans have been automatically paused or suspended and interest rates set to 0 %. Thus, it is legal and factual impossibility to be in default or have late payments during the period my loan was approved for Administrative Forbearance. I did request to be in Administrative Forbearance and my application was approved, which included a backdated Administrative Forbearance. The credit reporting agencies have said that payment was late because payment was made during the application for the Administrative Forbearance, however, the Administrative Forbearance was approved and served to backdate the forbearance during the application process, as clearly demonstrated by no late/delinquent notices during the months of XX/XX/2019, when I would have been 30 days late, and again XX/XX/2019, when I would have been 60 days late. In sum, the twelve ( 12 ) reports of 90 or 120 days late is not only inaccurate because I was on Administrative Forbearance, it is predatory as it has completely destroyed my credit, despite the proper approval for the Administrative Forbearance. I have included a of a correspondence from XXXX XXXX ( the previous student loan servicer ), dated XX/XX/2019, approving the Administrative Forbearance from XXXX XX/XX/2019 and General Forbearance XXXX XX/XX/2019 - again showing the Administrative Forbearance was backdated.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I need help!
I am writing to express my deep concern and frustration regarding my application for XXXX XXXX XXXX XXXX ( XXXX ). I have been diligently paying my student loans to XXXX since graduating from college in XXXX and have dedicated the past 20 years to serving as a public school XXXX for the New York XXXX Department of Education. As such, I believe I clearly meet the requirements for XXXX.
Unfortunately, I have encountered several confusing interactions with representatives and a complete lack of clarity regarding my application status. Despite submitting my application and providing all required documentation, I have been unable to get a definitive answer regarding my eligibility for forgiveness. I have been continuously directed to apply for consolidations without any explanation for why these additional steps are necessary.
This lack of communication and transparency is extremely stressful and disheartening. After faithfully fulfilling my commitment to public service and diligently making loan payments for over 20 years, I find it unacceptable that my application remains in limbo without any clear explanation or path to resolution.
I urge you to review my application and provide a detailed explanation of why my loans are not being forgiven. Additionally, I request that you investigate the communication breakdown I have experienced and ensure that I am connected with a knowledgeable representative who can address my specific concerns and provide clear guidance on next steps.
According to XXXX website XXXX XXXX XXXX XX/XX/XXXX. I am available to provide any additional information requested and look forward to your prompt and thorough investigation into this matter.
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| 02/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I received a response/action from Mohela on XX/XX/XXXX stating that my portion of my joint spousal loan had been forgiven. They also stated that they took the overages from my portion of my student loan and applied them to my ex-husbands balance.
I was told by XXXX in XXXX on a couple occasions that overages from one portion of a forgiven spousal loan would indeed be refunded or returned to the original payors account, unless I chose to apply them to the other portion.
While I am thankful that Mohela finally carried through with forgiving my portion of loans that XXXX failed to process. I am not pleased that my overages went to my ex-husbands portion.
Any payments paid in XXXX were paid by my employer to the student loan company for my benefit.
While Mohela may cite that I am responsible for the other portion of the loan, there was a law that was signed by XXXX XXXX, XX/XX/XXXX, that is to separate joint spousal consolidation loans. My intent is to separate these loans once the DoE implements this law.
I am a victim of abuse, which can be proven. My former spouse has not made any payments on these loans. He has used these loans to continue to abuse me and I do not fond it fair that any refunds would find their way to him. The law that was passed is designed to protect me and people like me.
I would like to know how much of an overage was applied to my ex-husbands portion.
I would like to know when the DoE implements the law that will indeed separate these spousal loans what will happen with my overages.
Also, when the IDR waiver is applied this year which could forgive my ex-husbands portion, what will happen with the overages? His loans went into repayment in XXXX.
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| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Between XXXX and XXXX of XXXX, I sent several messages to Mohela via their online message feature requesting that in-school deferment status be removed from my account. Every response told me I needed to request in-school deferment removal in writing. On my final request, I asked to be directed to a form since none are listed on their website and noted that this was my third time requesting the removal in writing. On XX/XX/XXXX, I called Mohela and, after XXXX and a half hours, was told by a representative that the only way to permanently request the removal of in-school deferment is to call in, make the request, Mohela will XXXX send a form via USPS, and after sending it back, the deferment would be removed. I was told the form would be sent out immediately. On XXXX in the evening, I received several messages from Mohela stating my in-school deferment had been reinstated ( the exact opposite of what I was requesting ). On the next business day, XXXX I called Mohela and, after waiting XXXX hours on hold, was informed that the previous associate I spoke with entered the incorrect code and placed me back in deferment.
Mohela does not have information anywhere on their website directing borrowers on how to request the permanent removal of in-school deferment status. I was only informed that there was a form after calling in and waiting hours to speak with a representative. Even after going through this process, the representative was able to enter a code and reinstate the deferment status without my consent and without my signature.
Mohela offers several other forms via an electronic format, yet for some reason, this form must be sent via USPS, which only adds unnecessary delay.
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| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I logged into my Mohela account and set up auto pay on XX/XX/XXXX. I received an email from mohela confirming this action. The payment was taken out of my account on XX/XX/XXXX. I confirmed this with my bank XXXX. By Wednesday XX/XX/XXXX. I began ( and continue to receive ) emails stating that I have not paid and am past due. The amount due was {$270.00} and I paid the full amount. I called Mohela and waited and hour to talk to someone. When I finally got through the representative could only confirm that the email came through but she can not locate the payment. She put me on hold for another 15 minutes and said she is escalating the matter to her supervisor and was transferring me. She did so and after being on hold another 52 minutes, I had to hang up. I tried submitting my issue through their online portal but the letter was obviously auto generated because all it did was confirm that I called and stated something to the effect of we are assuming the matter had been resolved. If anyone actually read the complaint they would see that the matter has not been resolved. Despite receiving the confirmation email my account does not show that I have set up automatic payment nor does it list the payment of {$270.00}. The payment did come out of my bank account and I find it hard to believe they lost it. It seems like they are stalling and I feel like they are probably planning on selling my account soon and have excessive wait times as part of the rouse to buy themselves time because they realize most people dont have time to wait hours on the phone. I have also emailed them my phone number and asked for a response by the end of business day yesterday but have yet to hear from them.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I was under the impression that I had to reapply annually for my XXXX plan - so I reapplied in XX/XX/XXXX. However, I apparently did not need to reapply until XXXX of XXXX. Because I prematurely submitted an application that was approved I now owe $ XXXX instead of $ XXXX. I have reached out to my servicer ( MOHELA ) multiple times, sat on hold on the phone for hours ( including right now ) only to be told that they have no way of reverting my loans back to my previous status. I was on the phone for about XXXX hours on XXXX, sent a message to them through their portal on XXXX, and am currently on the phone with them XXXX for almost an hour and still waiting. They continue to deny having any ability to change my loans since my application was submitted and approved. I have been dissuaded by multiple representatives from speaking with a supervisor, and have yet to reach one because of the incredible wait time.
I do not see how this is fair. If I owed {$0.00} per month until XX/XX/XXXX when I would be required to resubmit my application I should not HAVE to pay until then, but MOHELA refuses to work with me. I am also on the XXXX program, which means any qualifying payments count towards the program - I would like for what should be {$0.00} payments until XX/XX/XXXX to count towards the program qualifying payments.
This is a huge increase in what I owe monthly based on their lack of clarity on when I was required to reapply. Nobody at MOHELA is able to tell me exactly why they can not revert my loans back to their previous status. Nor have I been successful in speaking with a supervisor after being sent through multiple representatives who have not been helpful or encouraging.
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| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/, MOHELA uploaded a letter in my message center notifying me that my account was placed on an " Administrative Forbearance '' due to more processing time needed on their behalf to update my account information. The letter was dated for XX/XX/XXXX but uploaded on XX/XX/. This is in regards to me updating my *family size* for my already- approved IDR SAVE plan.
The administrative forbearance was said to begin on XX/XX/XXXX until XX/XX/3, where no payment was due towards my loan and my loan amount was set to {$0.00}.
I called immediately on XX/XX/XXXX and clearly asked for this Administrative Forbearance to be removed, as I do not want it to hinder my progress towards achieving Public Service Loan Forgiveness ( PSLF ). The XXXX $ payment would have jeopardized the month of XXXX ( no payment due ) to not count as a qualifying month towards my PSLF.
Mohela submitted the paperwork to remove the " processing forbearance '' on XX/XX/. The customer service representative ( in-training ) said the request should take 3-5 business day from that day.
I called MOHELA on XX/XX/, which was the 5th business day from my request being submitted formally. I also called on XX/XX/, which was the 10th business day from my formal submited request. The forbearance is not yet removed.
XXXX I willingly made the payment of {$35.00} towards my account even though no payment was due for XXXX. This is the amount that was determined for me following my IDR SAVE confirmation.
XXXX- Upon calling on the 10th business day to check in on my request to remove the forbearance, the agent told me that Processing forbearance will count towards PSLF. Its not your fault its because we are backed up.
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| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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My loan sequence 8 and 9 were completely forgiven as part of the PSLF and the PSLF waiver. See attached letter from XX/XX/XXXX. All of a sudden recently I noticed a balance of around $ XXXX reappear for these sequences which was supposed to be forgiven as part of the PSLF and consolidation waiver. Initially when I got my PSLF forgiveness letter I called Mohela panicked that it did not include 5 of my loans that were pending consolidation and the forgiven balances were incomplete. I was reassured they would be forgiven too as part of PSLF and if for some reason they are not, Mohela can take care of it on the back end. Here are my notes from those conversations XXXX Spoke to XXXX XXXX employee # XXXX at Mohela , he spoke to a supervisor. I was then told " If loans are forgiven before the consolidation is complete we will reprocess forgiveness with the new balances '' - on XX/XX/XXXX XXXX employee XXXX told me the same thing " If all the sequences are not added before forgiveness, we can go back in and manually adjust the forgiveness '' - I have attached the payment count letter from XX/XX/XXXX, my repayment letter from XX/XX/XXXX which did not have a consolidated loan balance ( and all of a sudden the one from XX/XX/XXXX does ), and my paid in full letter from XX/XX/XXXX showing my two consolidated loans have been paid in full. Please correct this as soon as possible and erase the balance on loans 8 and 9. I made a lot of financial decisions based on the information I was given and the promise that my loans would be forgiven even if the forgiveness completes before the consolidation finishes. Please help me to fix this as I will be in great financial stress if this is not fixed.
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| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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New : Mohela Failed to Re-Process my Income Driven Repayment Plan using the SAVE Criteria 225 % of Poverty Guideline Exclusions. Had to submit 4 applications and they keep marking them as duplicates not honoring their contractual obligations. Issue still not resolved resulting in higher payments.
Follow Up to CFPB Complaint XXXX " UnResolved '' : Mohela has XXXX to count Qualifying Payments for XXXX XXXX Military Service Issue : Not getting full credit for Prior XXXX XXXX Military Service for XXXX in XXXX with Waiver. I had XXXX XXXX Consolidations before XXXX for account history to credit time before then in accordance with waiver. My XXXX XXXX XXXX XXXX started in XX/XX/XXXX ( uploaded to fedloans XX/XX/XXXX ) Requesting XXXX XXXX XXXX Military Qualifying Payments be Credited to Qualifying to my account from the Dates XX/XX/XXXX thru XX/XX/XXXX ( XXXX Qualifying Months ) & XX/XX/XXXX thru XX/XX/XXXX ( XXXX Qualifying Months ) Supporting Documentation is A. Retroactive ECF Form from my XXXX XXXX XXXX XXXX ( Review A & XXXX together ) XXXX XXXX Honorable Discharge Paperwork ( Review A & XXXX together ) XXXX Snapshot from Student Aid website that shows my loans prior to XXXX that Fedloans could not see to give those 27 months of credit. XXXX Department of Education XXXX Fact Sheet ( Yellow Highlight shows XXXX XXXX will be Honored as Qualifying ) Desired Solution : Please review Supporting Documentation A, B, C to credit XXXX additional qualifying payments for my XXXX XXXX XXXX time. Only XXXX of XXXX can see my Account History on Step C to show I had loans that pre-date XXXX to credit my XXXX XXXX Military Service. Tracking Forgiveness should be no later then XX/XX/XXXX 2022
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| 11/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Hello, I have tried to log into XXXX but continue to get an error message. However, I am able to pull up my free credit report from XXXX. After making a payment of {$10000.00} to my loan servicer ( formerly XXXX ) in XXXX, I monitored my credit for changes. I didn't see any changes that concerned me. After a refund was requested on the {$10000.00} payment to Mohela ( formerly XXXX ), my loan servicer, in XX/XX/XXXX, my once Excellent credit score dropped about XXXX points ( formerly XXXX but it used to be higher however the credit health function on the XXXX XXXX website does not let me view beyond 1 year ). While XXXX XXXX had a note that this was due to a balance increase, I was never provided documentation from either XXXX or XXXX detailing why it dropped so much upon request. From my understanding, the payment history has the highest impact and I have never missed a payment according to my credit report ( see attachment ). I reviewed my financial history and credit report and I have reason to believe that my loan servicer did not provide accurate information to XXXX or XXXX which resulted in a drastic decrease to my XXXX score. As of XXXXXXXX XXXX XXXXXXXX, my loans have been paid in full and this is still not reflected in my recent credit report and my credit score has never returned to what it was before. I would like to request an investigation or a detailed explanation as to why, without a history of missed payments, my credit score has decreased drastically. I understand the balance increase after the refund was requested, but from my understanding, a balance increase only temporarily decreases your XXXX score and is not considered as high impact as missed payments.
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| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello- I am on an income driven repayment plan ( REPAY ) to repay my federal consolidated student loans. I was with XXXX and as transferred to MOHELA a few months ago in XXXX. During the national emergency ( COVID pandemic ) I was in the COVID forbearance period and received an email from XXXX stating that I needed to apply for recertification although no income recertification was required during the XXXX pandemic forbearance period. Because of this incorrect information from XXXX I recertified my income online in XX/XX/XXXX ( see attached document ) which resulted in a much higher payment compared to the previous year due to my higher income. I should not have to pay a higher payment due to my servicer ( XXXX ) providing false information to me. It is unfair for me to have to make the higher payments after being told false information about recertification when it was not a requirement during XXXX pandemic and is not a requirement for at least 6 months after payments resume this Fall. No one has been required to recertify during the XXXX forbearance period and I should be entitled to the same benefit afforded to everyone else with federal consolidated student loans. I requested this reversal and complained to XXXX several times before my loans were transferred to MOHELA about this issue and false information. I have seen others income recertification be reversed or undone from searching online and I believe I should receive the same reversal of my income recertification for at least one year as well. Please see the documents attached. One is my income driven payment recertification in XX/XX/XXXX and one is my payment income driven repayment plan for XX/XX/XXXX- XX/XX/XXXX.
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| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I work for a nonprofit and have twice submitted my employer 's cerfication to MOHELA and gotten rejected. This same employer has been approved for most of my past payment periods. The one payment period that was not certified was recently reviewed by XXXX and found to have been denied in error. I uploaded a copy of this letter to MOHELA via the app and they deleted the record. That omitted period alone is the difference between my loans being forgiven with the 120 qualifying payments. The reason why MOHELA says I do not qualify foe forgiveness is incorrect. " You are not eligible yet, as you have not yet made the required 120 qualifying payments necessary to be eligible for PSLF. To qualify for PSLF, you must make 120 qualifying payments. In addition to making 120 qualifying payments, you must also be working full-time for a qualifying employer at the time you apply for and receive forgiveness under PSLF. '' I have both made 120 qualifying payments ( actually, more under the XXXXSLF rules ) and also work for a qualifying employer with a nonprofit status. My employment has not changed in 7 years. See below : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX | TAX-EXEMPT SINCE XX/XX/2009 EIN : XXXX Classification ( NTEE ) Primary, Elementary Schools ( Educational Institutions and Related Activities ) Nonprofit Tax Code Designation : 501 ( c ) ( 3 ) Defined as : Organizations for any of the following purposes : religious, educational, charitable, scientific, literary, testing for public safety, fostering national or international amateur sports competition ( as long as it doesnt provide athletic facilities or equipment ), or the prevention of cruelty to children or animals.
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| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My federal student loans are now managed by MOHELA. During the pandemic I put about {$36000.00} on my loans. I then realized since I am in PSLF I do not need to do this, and I took advantage of the COVID student loan payment refund prior to XX/XX/2023. I did receive confirmation from MOHELA this was submitted and approved. In about 2-3 weeks my loan balance went back up to where it was prior to these payments.
I then asked for information on when I would receive the refund and for how much exactly. I was told twice they can not give me the refund amount and that since U.S. Treasury handles refunds, they can not give me more information. I tried to find contact information for Treasury regarding this issue, and could not. I am a federal employee and am familiar with navigating government, and I could not find anything to help. I asked MOHELA again and they answered my question with nonsense that made it clear the person did not read my question- they said I was past the cutoff, but I had already been approved and was asking about the status ( this message is attached ).
I messaged again and asked for contact information and I have been ignored since. I tried to call but the wait times are so long I can't get through. I now have about {$36000.00} floating around for the last 3 months with no way to track it, know the exact refund amount, or contact anyone to check the status. This is insanely unacceptable and scary - MOHELA was able to increase my balance instantly but refuses to provide me with information or a third party contact to track this refund. This is money I could put into the economy and it is essentially being held hostage with no ransom information.
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| 04/20/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I consolidated my student loans back in XXXX. Prior to consolidation I had a forbearance and no payments were due yet. After consolidating my loans with MOHELA they reported XXXX or XXXX separate loans in addition to my large consolidated loan. They also reported XXXX to XXXX late payments on each XXXX of the smaller loans for the months of XXXX and XX/XX/2017. This information is not accurate by any means and has held my credit score down significantly for the past XXXX years. I have been denied for a mortgage to buy a home and have been paying a ridiculously high interest rate on my car payment as well, all due to the falsely reported XXXX late payments of 120 day past due. Upon disputing this with the credit bureaus they closed all of the small loans that were consolidated, however they did not correct the inaccurate late payments. My payment amount each month is {$0.00} due to the income driven payment plan, therefore there is XXXX percent chance my payments were late. After they closed these small consolidated loans they then duplicated my large consolidated loan which is roughly $ XXXX, which is now on my credit report twice along with an additional loan amount of roughly $ XXXX which is part of what has already been consolidated. I should only have XXXX consolidated loan in the amount of roughly $ XXXX and all late payments, all XXXX late payments need to be removed. I have never had a payment amount other than {$0.00}. This is my last attempt at correcting this issue before I seek legal proceedings. These errors have cost me thousands of dollars already and have held me back from pur heading a home for my children as a single mother. Please fix this!
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| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA is unable to correctly put our loans back into repayment status, despite our best efforts to enter repayment. This is impacting our ability to close on our home. MOHELA put our loans into forbearance status without my permission or knowledge, because of this our lender must use 1 % of our student loan balance instead of our monthly IDR payment. -In XX/XX/2023, we requested that our accounts were placed back into repayment status removing the COVID-19 administrative forbearance. This was accomplished and our loans were in repayment status since XXXX. We have been paying the monthly payment since then. -On XX/XX/2023, without any notice and without being requested by us, our monthly loan amount was incorrectly recalculated by MOHELA with a 300 % increase in the monthly payment ( this was an error by MOHELA ). -On XX/XX/2023, we resubmitted an IDR payment to fix the XX/XX/2023 payment issue. This was processed by MOHELA on or around XX/XX/2023. -On XX/XX/2023, we received communication that our loans were placed back into administrative forbearance until XX/XX/2023. This was done without notice and without being requested by us. -On XX/XX/2023, we requested that our accounts be immediately restored to repayment status removing the improperly placed administrative forbearance. We have spent countless hours on hold trying to resolve this issue and this will stop us from closing on our forever home. MOHELA 's handling of our accounts has been deplorable to say the least. Further, MOHELA is reporting incorrect information to our credit bureaus by refusing to update our payment amount from {$0.00} ( which is not correct ) to our current IDR payment amount.
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| 04/06/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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On XX/XX/XXXX, and XX/XX/XXXX, I received an email and letter from the Department of Education. In regards to, Student Loan Discharge Based on Borrower Defense Evidence. The notice from the Department of Education stated, " Your loan ( s ) will be discharged as part of a Department action ( " Group Discharge '' ) to discharge all outstanding loans for attendance at XXXX XXXX XXXX that first began from XX/XX/XXXX through closure in XX/XX/XXXX after finding that it engaged in widespread misconduct that violated state consumer protection laws and/or made widespread substantial misrepresentations about its educational programs, both of which are grounds for borrower defense to repayment under the borrower defense regulations ( 34 C.F.R. 685.206 and/or 685.222 ). The Department is discharging your loans without requiring you to file an application because of the pervasive and widespread nature of the school 's conduct. You also may receive a refund for prior payments made to the Department on your discharged loan ( s ) related to XXXX XXXX XXXX. Your servicer will let you know if you are eligible for a payment refund, which would be mailed to you. Please check your online account with your loan servicer to ensure your address is correct so you can receive any refund. Otherwise, you do not have to take any further action to receive your discharge. Your credit report will also be updated to reflect this discharge when it is complete. '' I have previously disputed with all credit bureaus and the issue has failed to be resolved. I contacted the loan servicer MOHELA after receiving written notice and was advised it will be removed in 90 days. This was not resolved.
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| 10/05/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted my application for XXXX to MOHELA. They received it twice as shown on their website with the dates of XX/XX/XXXX and XX/XX/XXXX. Up until yesterday the website showed that application was being processed, and then today XX/XX/XXXX, it showed that both documents were cancelled. I called to find out what was going on, and after waiting on the phone for XXXX XXXX hours, I finally spoke XXXX XXXX who proceeded to say that my loan didn't qualify. I explained that the loan should qualify because I had just consolidated so that I could have the correct typed of loan to qualify. So she checked some more and agreed that the the type of loan was correct. Then, she said that the application was submitted twice and that was the problem. I asked how so? She then checked the information on the application and asked who my employer was. I responded, and she noted it, even though it's already on the application. She continued to do some more checking and said that somebody probably made a mistake and cancelled the application as she didn't see any issues on the actual application. She then said that she was going to resubmit it, and for me to check at the end of the month to find out if it was accepted. She said it won't be processed right away because they were busy. Keeping in mind that there is a deadline of XX/XX/XXXX to submit this application, how do they expect people to just wait around to see if they do their job well.
At this point, based on the responses I received I feel that XXXX was giving me the run-around. I did not even receive an apology for their mistake of cancelling my loan by " error. '' I do not trust they have my best interest here.
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| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am still in my program. I called MOHELA and spoke with a representative. I asked if I can pay off my interest as I begin to accrue it, now that it has begun again. They said yes. Since I am not yet having to pay my loans back, the payment I make will go towards my interest.
I make the payment in XXXX for the interest amount. I go to make XXXX payment and realize XXXX payment when towards the principle not the interest.
I call MOHELA for day and days and nothing but a 3 hour wait. I am working during the week I can not be on the phone for 3 hours.
I understand that I can call and speak with someone and pay over the phone and pay my interst that is accruing DAILY.
But I can not get ahold of anyone.
Meanwhile my interest is ballooning.
This is PREDATORY. If there was an easy way for me to pay my interest this would not be a problem.
WHY IS THERE NOT A WAY TO PAY MY INTEREST ONLINE?
HOW CAN THIS BE POSSIBLE THAT I HAVE NO CONTROL OVER MY LOAN?
I wrote a memo with special instructions for a payment and mailed in through the postal service with special instructions to put the check written to MOHELA towards my interest then any left over towards the principle.
I will have to incur the expense of {$5.00} ea month so that I can guarantee my interest be paid each month.
I also emailed MOHELA and have not erceived a response.
My interest accrues daily. I have a plan to keep in manageable by paying it off monthly.
IF I HAVE NO WAY TO PAY IT OFF MONTHLY. I will no longer be able to manage it and get into debt that I can not pay off and I will be crippled.
THIS IS PREDATION. and if I am experiencing it so are SO MANY THOUSANDS OF OTHERS.
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| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I currently have federal student loans that were transferred to MOHELA. They are federal loans that qualify under the XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX. I have beee enrolled in this program for over XXXX years at this point.
My XXXX qualifying payments ( XXXX years ) have been completed as of XX/XX/XXXX. Prior to that I submitted a XXXX form on XX/XX/XXXX to update my payment counts. This should have updated my count to XXXX. However, almost XXXX months later it still registers as XXXX ( last updated XXXX of XXXX ). I also sent a form in on XX/XX/XXXX that has not been updated either.
The most recent form I sent in was on XX/XX/XXXX. This form was to indicate that I have completed the XXXX program ( XXXX qualifying payments ), and to discharge me from the program by waiving my federal loans. As of today, XX/XX/XXXX, my paperwork has not been processed, dating all the way back to XX/XX/XXXX. According to MOHELA I have not fulfilled my end of the XXXX program, when in reality I have.
This lack of updating, not current information, and subsequent delay in waiving of my federal loans is preventing me from seeking better paying employment. This is putting an undue hardship on my life and budget. I am effectively trapped in this low paying job until further notice. Currently I am struggling to make ends meet, and am only remaining in this job because as part of the XXXX program I am required to continue working at my current position until they finish processing my paperwork for waiving my loans.
I have fulfilled my end of the XXXX program and now it is time for MOHELA, and the XXXX XXXX XXXXXXXX to uphold their end as well and waive my loans.
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| 09/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello, I have public student loans and recently applied for public service loan forgiveness ( PSLF ) in XX/XX/2022 through the loan servicer MOHELA.
I mailed my PSLF application form to MOHELA in XX/XX/2022 and learned from them 2 weeks later that they had lost it. I uploaded my PSLF form to their website through my account that day in early XX/XX/2022. On checking the website recently on XX/XX/2022, the document had disappeared from the 'received documents ' section. I re-uploaded the PSLF application on XX/XX/2022. It again disappeared when I checked the 'received documents ' page on XX/XX/2022. I re-uploaded the PSLF application on XX/XX/2022. The document disappeared from MOHELA 's website again on XX/XX/2022. I re-uploaded it then for the 3rd time. The document disappeared from MOHELA 's website again on XX/XX/2022. I re-uploaded it then for the 4th time. The document was gone yet again from MOHELA 's website when I just logged in on XX/XX/2022 evening. I re-uploaded the PSLF application for the 5th time just now. This is becoming madness as my uploaded PSLF application has now disappeared 5 times and my mailed form was lost by MOHELA.
This can not continue. I need to be able to submit my PSLF application somehow to MOHELA and to have the form acknowledged and processed before the XX/XX/2022 deadline for this process. I have already sent MOHELA multiple messages and called multiple times with no reply or help provided. Whether this fraud is accidental or intentional, it is significant and provides me with no access to a repayment option for my student loans that should be legally available to me. I am considering legal action in this case.
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| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My personal banking services emailed me a notice of overdraft due to insufficient funds. I checked my account and saw that Mohela my student loan servicer processed an auto debit amount of {$1500.00} on XX/XX/2023 but my monthly payment is suppose to only be {$190.00} per month as stated on my monthly bill. I called Mohela to discuss the matter and their representative informed me it would be refunded to my account within 24 hours, unfortunately this was not true. I called Mohela again on XX/XX/2023 informing them the funds have not been refunded.
My biggest concern is how this is impacting the millions of borrowers as many people can not afford the time or resources to constantly call their servicer and be on hold for hours and many do not have the means to be depleted of their personal finances due to loan servicer 's mistakes. This is an issue of administrative mistakes that serverely impacts those who are even more underprivileged. In no other business/organization would be able to wrongfully charge consumers thousands of dollars and still be operating without putting a halt to their payment processing until issues have been resolved. Another customer representative informed me they had wrongfully charged another borrower their full loan balance! There has been no accountability for their mistakes and the level of wrongdoing is appalling.
Loan servicers mistakes are severely jeopardize consumer 's financial resources and put consumers at risk of their housing/rent/mortgage timely payments.
I truly hope CFPB takes this matter with utmost importance to ensure this is not another system perpetuating inequality for undeserved populations.
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| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela student loan provider shows me owing XXXX. I attended XXXX XXXX, XXXX online from XXXX to XXXX and graduated in XXXX of XXXX. I never lived on a college campus and XXXX never gave refunds but I do not remember every getting a loan over XXXX during a session.
I have applied for XXXX and was denied even though I have worked 15 years for a State Agency and my application was submitted during the time when XXXX XXXX was waiving the requirement where we needed to have 10 years of payments. I kept my loans in forbearance and deferment because I earn XXXX. Per year and can't pay XXXX a month in student loans. I want my loan profile reviewed and validated.
Also, I applied for the Borrowers Defense Relief but I was denied because I live in Texas where the attorney General who was just impeached for abuse of power did not sign on to take part in the class action lawsuit that provides relief for students that were victims of schools like XXXX that guaranteed employment for its graduates and failed to create the supportive career services that we were promised.
I worked for temp agencies for a few years after I graduated before I got a full-time job.
I just want Mohela to review my case and explain how I can have XXXX loans ranging from {$48.00}. to XXXX, XXXX, XXXX, XXXX, with the highest being XXXX. Also the dates range from XXXX to XXXX. If my loan server was worth the money they make to service my loan the would review this ridiculous amount of money that the are telling the world I owe. An education that costs XXXX should belong to a XXXX surgeon or a CEO of a fortune XXXX with an XXXX XXXX stamp. I am angry, disturbed. And discouraged.
|
| 11/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account information incorrect
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Web |
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My student loans were forgiven in full and my balances reduced to {$0.00}. This occurred back in XX/XX/, and I received a letter advising of the forgiveness in full dated XX/XX/. The balances on my account page via Mohela.com reflect {$0.00}, as does the balance on the Department of Education website, however, my credit reports with all 3 major bureaus ( XXXX XXXX XXXX XXXX XXXX ) still shows the full remaining balance of over {$19000.00}.
The letter informing of the forgiveness very clearly states " We have notified, or will notify by the end of the month, all national credit bureaus of your student loan forgiveness. ", however, this remains to be seen. Per the bureaus, Mohela has not reported the balances of these loans since XX/XX/, effectively over reporting my outstanding debt to any entities pulling my credit report, resulting in a higher debt-to-income ratio, limiting available mortgage and rate options, increasing the difficulty of acquiring a much needed new home for my family.
It has been impossible to get in touch with Mohela by phone ( I have waited hours on the line to speak to a representative to no avail. ) While on the phone, their system constantly refers one to go on their website for assistance, however, I am unable to make requests online, only referred to their " contact us '' page " due to the status of your account. '' A secure message option is displayed on their website, however, I am prohibited from using it with no options presented to proceed or send an email.
This is unacceptable from an entity that was reporting monthly while I had a balance to go dark for over 3 months once that balance was reduced to {$0.00}.
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| 10/02/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
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Web |
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in accordance with the fair credit reporting act these creditors have violated my rights. XXXX XXXX XXXXXXXX XXXX account number : XXXX on XX/XX/XXXX address : XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX, closed account with no account number. XXXX XXXX & XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ) XXXX XXXX account number : XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX ( XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) XXXXXXXX XXXX account number : XXXX. XX/XX/XXXX address : XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, CA XXXX XXXX ) XXXX XXXX account number XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ) XXXX XXXX account number. XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX account number : XXXX. XX/XX/XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ) MOHELA/DEPT OF ED, account XXXX. address : XXXX XXXX XXXX XXXX, MO XXXX XXXX - XXXXXXXX XXXX XXXXXXXX Under 15 USC 1681 section 602 states I have the rights to privacy. 15 USC 1681 section 604 section 2 it also states : a consumer reporting agency can not furnish an account without my written instructions. 15 US Code 1681A definitions ; rules of construction - exclusions. -- - except as provided in a paragraph the term " consumer report '' does not include -- any report containing information sole as to transactions or experiences between the consumer and persons making the report. Under 15 USC 1666b : a creditor may not treat a payment on the account under an open-end consumer plan that's late for any purpose. 1 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX
|
| 07/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have had federal student loans since XXXX at XXXX for my XXXX and XXXX XXXX in nonprofit management. I have worked in XXXX my entire career with a short period in default but otherwise have paid well over XXXX and over XXXX payment. Somehow I still owe XXXX. I have requested an entire print out of my payments including balance and interest rate along the way. The current servicer Mohela claimed they could only provide back to XXXX and to contact studentaid.gov. They said prior to that servicers have either gone out of business or information not accessible. Mind you the federal government has changed servicers at least 5 times over the duration of my loans. I spoke to studentaid/federal government to request a full report of the money I PAID the federal government and they said it isnt accessible because companies out of business. I then submitted a complaint with them requesting once again my full report. They closed my complaint without resolution. I spoke with them again the other day asking what the resolution was and the person on the phone was confused why there werent any notes and it was closed. This is corrupt. How do I owe XXXX after paying 20 years on a XXXX federal student loan? Why cant the federal government provide me the full history of my payments and interest rate? What other entity provides a loan yet doesnt have accountability for payments and interest rates? How do I know if there was any corruption or false calculation along the way because as of now there is absolutely no explanation as to why I still have XXXX on a 20 year federal student loan that started at XXXX. Furthermore for public service degrees!!!
|
| 10/19/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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According to my servicer, MOHELA, as of XX/XX/2022, I have XXXX eligible payments towards PSLF. I have XXXX qualifying payments of the XXXX. I submitted my paperwork in XX/XX/2022 and was told by XXXX that they needed me to resubmit it. I submitted it again in XX/XX/2022 before my loans were transferred from XXXX to MOHELA. As of XX/XX/2022, MOHELA claims I am not eligible for forgiveness because the box " STILL EMPLOYED '' was not checked. I have a copy of the form submitted initially to XXXX and MOHELA. That box was checked. They are saying I should resubmit the form. I have qualified for PSLF. They refuse to acknowledge that and discharge the loans. At this point, I have applied for forgiveness three times during the period I have been eligible and have not been granted forgiveness. Communication from MOHELA before the transfer stated that any ongoing applications would be honored and no further action was needed. They acknowledge that I have XXXX qualifying payments ( in reality, XXXX since I am still employed at the same institution ) over the XXXX. I am still employed at the same institution as I indicated.
They engage in shady business practices. They not only deny people eligible for forgiveness, but they also provide a phone number that no one answers. It is a pre-recorded message pushing you to their website. After several minutes, you are given the option to speak to someone, but they put you on hold until they hang up on you. No one will assist you. I would encourage you to try and contact them at their PSLF line XXXX XXXX XXXX XXXX. You will not be able to speak to any representative who can assist you for any reason.
|
| 10/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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Good Day, My student loan was recently transferred to Mohela from XXXX.
I became unemployed XX/XX/XXXX and submitted proof for a financial deferment to be back dated to that date. ( Unemployment insurance document submitted ) Due to the pandemic and having more pressing matters, I was only able to contact Mohela after this transfer from XXXX had taken place.
For 4 months, I have tried to get someone on the phone. If a customer has to call XXXX on different days and times and is not successful, there is obviously a problem at Mohela with customer service.
I submitted my deferment online and it was denied without explanation other than 'out of time frame '. It is common sense to know this may be the case given the times we are living. Previous loan servicers have backdated with no issues. If Mohela will not answer phones, how is a customer supposed to take care of business with their student loans? I do not understand the correspondence being sent back to me and need a human touch instead of robot answers.
Lastly, I am writing because I also called for information about my PSLF application and do not trust that it was submitted due to not being able to talk to a human to confirm. I could not get questions answered BEFORE I submitted so I could submit things properly. My account says it was submitted but my situation is complicated. The IRS states no transcripts are given past 10 years unless we submit special forms that could take 6 months to receive a reply and my employer closed. Given I worked for 3 different non-profits, I had to submit 3 different applications, not knowing what to do because Mohela never answers phones.
|
| 09/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I opted out of the XXXX forbearance program when my loan was with XXXX XXXX. when Mohela took over my student loans they put me into the forbearance. I contacted them and they told me I had to recertify my ibr program to get out of the forbearance. I didn't feel like that was fair but I went ahead and I recertified for the XXXX. this did take my loan out of forbearance. I don't know for how long because the next time I checked, it was in forbearance again. I call customer service again they tried to tell me I had to recertify again I told them I would not and I did not have to because I had already recertified and I opted out of the XXXX forbearance. they got rude with me and said that " well most people do the forbearance '' and I told them I didn't care what most people did I opted out I wanted my loans immediately taken forbearance and put into the repayment because my ibr repayment is {$0.00}. I got a notice yesterday that due to the forbearance program that they put me in against my will against my wishes that I now have to pay them XXXX by XX/XX/XXXX. I am beyond fed up with this as I continue to try to take care of this even though it's not anything that I did wrong. I did all the proper steps. I opted out of the forbearance program. I've recertified my ibr. I have taken care of this student loan for more than 10 years without a problem until I experienced the servicer Mohela. I need them to correct my loan by back dating taking off that forbearance. correct every month for that XXXX that I should have been counted for XXXX and not in forbearance and get rid of the {$7000.00} payment that I have no idea what it's even for.
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| 10/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have two federal student loans administered by MOHELA. The calculation for my second loan grossly miscalculated by MOHELA and they charged me far too much for the most recent auto-draft of the student federal loans now that the loan payments resumed. Loan # XXXX is for a principal balance of {$21000.00} at 4.05 % for 10 years ( 120 months ), though for some reason they have it posted in my loan details as 115 months. {$21000.00} at 4.05 % for 115 months should be a monthly payment of {$220.00}, though they are charging me {$220.00}, which is pretty close. Loan # XXXX is for a principal balance of {$16000.00} at 5.05 % for 10 years ( 120 months ), though for some reason they have it posted in my loan details as 119 months. {$16000.00} at 5.05 % for 119 months should be a monthly payment of {$170.00}, though they are charging me {$320.00}!!! This is grossly miscalculated. I called MOHELA on XX/XX/2023 to draw attention to the fact that they grossly miscalculated my monthly payment for XXXX # XXXX. They phone associates did not understand that the calculation was incorrect and were asking me to look at other loan repayment options, but I explained the calculation was incorrect based on the principal balance, interest rate, and loan term. I asked to speak to a manager, who admitted the loan calculation was incorrect but could not explain why. He said that he recalculated it and the new monthly payment for both loans would be for a combined {$410.00} ( this is still not quite correct, but much closer ). Even though the manager said he would fix the issue I was still charged {$540.00} for the most recent loan payment in XX/XX/2023.
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| 11/11/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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Mohela opened a new account on my credit report today on student loans that are soon the be discharged through the PSLF despite not providing me with a single letter with my account information for the entire 4 months that Mohela has had my student loans.
I've tried to call Mohela several times only to be on hold for 3 hours.
I am in the PSLF program. I have been a XXXX XXXX XXXX with a single employer since XXXX, and applied for loan forgiveness at the start of the waiver in XXXX.
My loans were transferred from XXXX to Mohela in XX/XX/XXXX. I've received multiple notices that they will contact me with information and that there would be a short delay, but that was in XX/XX/XXXX. I have still not received any information about my account.
Three weeks ago, I used a help tool on Mohela to check the status of my PSLF. It shows that my form had been processed and that I would receive a letter in 7-10 days. A letter was never sent, and Mohela has not uploaded any new messages to my inbox.
Mohela has had my account since XX/XX/XXXX, but has not provided me with any account information at all in the entire 4 months.
Today, I received noticed from a credit reporting agency that Mohela has opened a new account on a loan that should have already been discharged through the PSLF program.
Mohela should be well aware that my loans are soon to be forgiven through the PSLF program, and should not have opened a new account 4 months after they have had my loans and after they have failed for months to provide me with any of my account information.
This is the second complaint that I have filed here, and still nothing has changed.
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| 08/22/2016 |
Yes |
- Student loan
- Federal student loan servicing
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- Can't repay my loan
- Can't decrease my monthly payments
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Web |
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I went to XXXX College in XXXX - XXXX. I was XXXX in a elevator accident in XXXX XXXX. Years later I got some of my senses back and tried to straighten out everything on my credit. Mohela was on it, I got calls every day, they told me to call another number that sent me paper work to forgive it for XXXX. I thought it was for loan and interest. I filled out the paperwork and sent it in and was denied because it did n't have a review date. I have XXXX and others. The XXXX and messed it up a little. I have been on XXXX since XXXX XXXX, XXXX since XXXX XXXX. XXXX was the business I was dealing with. I wanted to find out why the student loan was still on my credit for 9 years, Mohela answered because I was having late fees added each month. The school was closed for stealing student money. XXXX school would payoff my loan which most of it was not my pay off. Mohela told me to go through school closing, I was denied. I recently found out XXXX College closed and that is why my loan was not closed.
I wanted to see where the figures came from that added up to the over XXXX student loan. I was given a copy of a master signed by me and a copy of all different charges that made no sense. I still ca n't tell where they came from. Right now my total is about XXXX.
My figure is XXXX courses @ {$500.00} x XXXX = {$4500.00}. XXXX grant {$2000.00} deduct = {$2500.00} which should be my loan at most.
I have a small XXXX check which is not even enough to get through each month. I do n't know where to go. I am stable with XXXX medications each day but still have bad days. Anything you can help me with I would appreciate.
Thank you, XXXX XXXX
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| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX I sent XXXX payments, XXXX for {$2400.00} and a second for {$3100.00}, satisfying the total amount owed on my XXXX loans including outstanding interest charges. The payments were applied in a manner that overpaid XXXX of the loans while balances remained on XXXX of the XXXX loans. As of XX/XX/XXXX my loan details indicate : - Loan XXXX Principal : $ XXXX - Loan XXXX Principal : $ XXXX - Loan XXXX Principal : {$1400.00} - Loan XXXX Principal : {$860.00} My account page indicates that {$26.00} in interest charges have accrued on my accounts since my payment in full was received, though it does not indicate a payment due. I have verified that my loans are still reporting as open with balances due according to XXXX an XXXX.
I have made XXXX attempts to resolve this issue by calling Moehla : On XX/XX/XXXX I was advised that the matter was escalated and would be resolved by their payments department. No response was ever sent, no updates were made, and the loan balances continued to reflect the misapplied payments.
On XXXX I called again and spoke to the payment department who assured me that the matter would be resolved. I have not received any response, electronically or otherwise, no updates have been made, and the loans continue to be reported to the credit agencies as having an outstanding balance.
On XX/XX/XXXX I sent an electronic message via the Mohela account portal advising that my loan details continued to reflect the misapplied payments and the credit agencies had not been updated to reflect my balance as paid in full for XXXX full months. I have received no response from this message as of XXXX
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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During XXXX, I applied for Borrower Defense on some of my loans, on the application I specifically opted out of forbearance, as I want to keep paying my loans ( as I have done all throughout the Covid related pause ).
On XX/XX/23 I got noticed I was moved to forbearance and after a XXXX hold with Mohela XXXX I was told it was due to borrowers defense, they apologized, and said my account would be updated.
That following week, I was moved back into repayment. However, on XX/XX/23 I went back into my account and noticed I was moved back into forbearance, which I again never asked for. I called on XX/XX/23 and after XXXX hold was told I would be transferred.. after another XXXX, I had to disconnect. And this time when I called back, I received an automated message indicating they were too busy to take calls.
I finally got through to Mohela again on XX/XX/23 and was advised they would submit my request to remove my forbearance ; that the request would take XXXX days. It has been over XXXX business days with no change on my account and now I have to sit on hold all over again. When I called XX/XX/23, the automated line indicated I have a XXXX wait time and can receive a call back. When I selected this option, it put me on hold anyways ; I can not sit on hold for over an hour, especially for a problem that should have never happened in the first place.
So now I have to manually make payments, because my account is in forbearance and by not being able to have automatic payments, I am missing out on the 0.25 % interest rate decrease that I am warranted, because Mohela has me in a status I have very specifically opted out of.
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| 10/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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During the XXXX payment pause, my bank records indicate I paid {$34000.00} toward my student loans and the money was dispersed across the following XXXX loans : XXXX ) Disbursement date XX/XX/XXXX, original principal {$8500.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$24000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$8500.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$6400.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$13000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$20000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$15000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$5100.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$3100.00}.
The XXXX loans disbursed in XXXX and XXXX were completely paid off during this time. I have contacted MOHELA by phone 4 times and by secure message 4 times between XX/XX/XXXX and XX/XX/XXXX to request a refund of my {$34000.00} in payments. I specifically requested a response, in writing, indicating that MOHELA requested a refund for all payments made on all XXXX loans. In response, MOHELA provided in writing that they are only acknowledging the XXXX open loans disbursed between XXXX and XXXX in the request. They have specifically omitted the XXXX loans I paid off.
The XXXX loans disbursed in XXXX and XXXX that were paid off during the XXXX payment pause were paid off while my loans were serviced by XXXX. ( My loans were transferred to MOHELA in XX/XX/XXXX ). I contacted XXXX to request a refund from them, but they referred me to my current servicer MOHELA.
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| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Note : I previously made a complaint with the reference number : XXXX. While I have finally been placed into the XXXXXXXX XXXX, the information provided by MOHELA to the CFPB was inaccurate when it was sent as I had provided the information MOHELA claimed to have previously denied me on.
This complaint is regarding three issues : 1. I have repeatedly requested the documentation related to my account from my previous servicer, XXXX. MOHELA has repeatedly given me information that I believe is inaccurate but without that documentation it is impossible to verify either way. I made this request on XX/XX/2023 and have received no response.
2. I have requested clarification on the interest that has been accruing to my account. I believe MOHELA has decided to apply interest during the mandatory period during XXXX where interest was waived. They have not responded to repeated inquires on this topic. I initially made this request on XX/XX/2023 and have received no response.
3. MOHELA does not allow you to payoff loans on its website. Its telephone system is impossible to navigate as many menus do not provide you with options necessary to get the help you need. I do not have time to sit through 5 minute menus every time MOHELA 's inadequate system fails to connect me with anyone and instead gives me a robot to talk to. After attempting 5 times to connect with a MOHELA representative with no success today XX/XX/2023 I used MOHELA 's message system to request my documents.
4. Most of my loans are not reflecting the autopay discount, this needs to be adjusted and back dated to ensure that I am not being overcharged.
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| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am in the Public Service Loan Forgiveness program and need to sign up for a repayment plan that maintains my eligibility for this. The Loan Simulator on the studentaid.gov website was very difficult and wouldn't account for my husband and I filing jointly, not having our individual XXXX ).
I called my loan servicer, MOHELA, for more accurate information -- but they did not tell me I could self-report and use my income from XXXX for up to six months. They asked for my XXXX from XXXX and then could not calculate an accurate estimated payment because I didn't have my individual XXXX, just my husband and I 's combined XXXX, since we filed jointly. It was not at all a payment amount that was accurate, but they told me to apply online with this information anyway. I knew the window for applying for a repayment plan was closing soon, so I did what this person told me, but it's still processing -- my application that is, and my " payment '' is due in 2 days, but I don't know how much I owe and they have not put me in administrative forbearance.
They also couldn't confirm whether or not the payment I was to make XX/XX/XXXX ( which was based off my old repayment plan in XXXX ), would count towards my PSLF if they didn't process my repayment plan application by XX/XX/XXXX.
I called today and was on hold for 5 hours and 51 minutes and then was disconnected! I took all day off to deal with this and then was hung up on. MOHELA had so much time to prepare for repayment and they're botching this. They're causing so much undue stress and financial trouble for student loan debtors. Please do something! WE NEED YOUR HELP!
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| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hi, I'm having an issue with Mohela who service my federal loans. I was originally on REPAYE plan which was switched to SAVE automatically. My account was placed on administrative forbearance for month of XXXX XXXX. Now when looking at my account Mohela changed me from SAVE to Level which is standard repayment plan on 3 of my loans. When they qualify for SAVE. This is over {$1800.00} a month. I called Mohela who could not explain why this happened or why no one communicated this to me. They had me do recertification on phone and my original payment under SAVE was {$660.00} and is now {$700.00} and was told this is my lowest option. I have since learned that they did not have to make me recertify as that is not mandatory until XXXX XXXX. This is all so suspicious and I feel I am not being treated honestly by any means. This all happened after I signed up for auto pay as well. They now placed my account into forbearance until XX/XX/XXXX but that interest will still accrue and that it does not count towards pslf. This isn't fair at this is not me error or my mistake. I feel disgusted by Mohela by and they need to be held accountable. They are difficult to get in touch with and I can't get any consistent answers regarding my account or accountability for account errors on their end. I also pay XXXX XXXX monthly for my private loans through XXXX. I am a XXXX XXXX that works XXXX XXXX XXXX XXXX XXXX XXXX but my prior employment in this field does not count towards PSLF. I feel like I'm being punished for getting an education to work in a XXXX XXXX XXXX
Thank you for your help in any way on this matter.
XXXX XXXX
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| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Situation : Administrative Forbearance is being erroneously or fraudulently applied to my account by MOHELA.
Background : At XXXX XXXX XXXX XXXX on XXXX, I spoke with XXXX XXXX MOHELA employee # XXXX ).
I told XXXX, I do NOT want ANY type of forbearance or deferment to be applied to my account, or any other actions that will negatively impact my chances of achieving PSLF as soon as possible.
In 2012, fedloan Servicing misguided me and placed me on Administrative Forbearance, and it is currently hurting my changes of PSLF for those months I worked for a non-profit.
XXXX XXXX, after speaking with his supervisor XXXX ( MOHELA employee # XXXX ) : There wouldnt be an automatic processing forbearance for what Im asking. Its only when going from IDR to traditional or traditional to another traditional payment plan. [ Administrative forbearance ] would not apply when going from one IDR to another IDR plan.
Assessment : Steering and manipulative practices to keep borrowers in debt and not qualify for PSLF continues to happen, like it did with my previous loan servicer ( XXXX XXXX ) in 2012.
It benefits MOHELA and others like them to keep borrowers in debt ; hence why the automatic forbearances, which harms chances of meeting PSLF, are dubiously and quickly applied.
Request : MOHELA : Please do not start AND remove any forbearance from my account. As stated, multiple times, I did not ask nor do I want anything that will disqualify me and my payments from achieving PSLF.
Consumer Financial Protection Bureau, U.S. Dept of Education, and our elected officials should investigate MOHELA for these dubious practices.
|
| 12/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received a billing statement for my student loan on XX/XX/XXXX, backdated to XX/XX/XXXX. My borrower account on MOHELA.com indicates that my next payment is due XX/XX/XXXX, which is less than 2 weeks after I received my billing statement. This is the second time I have received a late and backdated billing statement. Also, according to XXXX, my payment due date is XX/XX/XXXX. If this is the case, then my XX/XX/XXXX billing statement would not be untimely. But it's unclear by which date Mohela expects me to pay.
I mentioned the late/backdated statement to a Mohela representative on the phone, and she informed me that they are in the process of transferring to a new system that should fix the issue of late/backdated statements. It's my understanding that Mohela has been in this process for months. As a borrower, it is frustrating to receive billing statements so close to the apparent due date of my bill, because it doesn't give me enough notice and time to prepare to pay my bill.
Finally, I set up auto-pay in XXXX so that I would never miss a payment. Mohela auto-debited my account on XXXX XXXX despite my accounting being in administrative forbearance. In addition, despite owing {$0.00} to the administrative forbearance as of XX/XX/XXXX, I received a notification ( before I received the corresponding billing statement ) that my autopay would be debited for the regular monthly payment amount. This is frustrating ; why doesn't autopay reflect the actual amount due? I canceled auto-pay and will submit monthly payments manually until I am confident that I am being billed the correct amount at the correct time.
|
| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have submitted my application for the Public Service Loan Forgiveness program as I have completed my required 120 on-time loan payments while being employed by a qualifying PSLF employer. I submitted my initial Employment Certification Form in XX/XX/XXXX XXXX and soon afterward I received correspondence that only 118 of 120 necessary qualifying payments were tallied. Per my account on the Mohela website, all payments made since XX/XX/ are listed as " Eligible '' payments, however they have not been included in the payment count as they are marked as " Employment Not Certified ''. I have made multiple phone calls to Mohela while waiting on hold times averaging 80-90 minutes to speak with a representative. On my initial phone call in XXXX, I was told " Allow up to 90 days to process your request. '' After the 90 days transpired, I made another phone call during which the representative told me " You need to submit another Employment Certification Form ''. Another ECF was submitted on XX/XX/XXXX, with no response, and my payments made in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( for a total of XXXX ) would bring my qualifying loan payment total to 125. My frustration lies in the fact that the company refuses to recalculate my qualifying loan payments and process my application for loan forgiveness in a timely manner. In the meantime, I have made XXXX extra monthly payments at over $ XXXX which is an exorbitant amount of money to be spending on loans for which I have qualified to have forgiven per the requirements of the PSLF program. I would greatly appreciate any and all assistance to get this matter settled.
|
| 11/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My student loan servicer used to be XXXX however in XXXX of XXXX I received the following correspondence The U.S. Department of Education ( ED ) has transferred the customer service of your federal student loan account to MOHELA, another member of EDs federal loan servicer team. Your loans were not sold.
This was after I had submitted my application to the student loan website for my annual income driven repayment plan and had received information from XXXX and XXXX XXXX XXXX XXXX XXXX in XXXX that that application was processed and accepted and my monthly payments would be {$760.00}.
When I went to the MOHELA website in XXXX to set up payments the amount due was for $ XXXX and it was listed as my Pay as you earn amount which I did not apply for. The loan servicer also listed the following information which was incorrect : XXXX Pay As You Earn XXXX {$770.00} XX/XX/XXXX XXXX Pay As You Earn XXXX {$2300.00} XX/XX/XXXX XXXX Pay As You Earn XXXX {$1700.00} XX/XX/XXXX What is blatantly obvious about this information are the dates- I did not apply for nor did I make payments in XXXX as it was still under forbearance- in fact there are no records of any such application. The information listed here is inaccurate. I contacted MOHELA to have this corrected and I was told that I needed to contact student loan government website to have them resend the completed application. I did this and I was told by the student loan government website that they could not do so.
I am now being told by MOHELA that I have to repeat the application all the while being responsible for that payment amount they have listed currently.
|
| 11/11/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Hello : Today, XX/XX/XXXX XXXX informed me that my MOHELA account was reported on XXXX and in XX/XX/XXXX. Somehow this information plummeted my XXXX XXXX XXXX points! XXXX seems to think this is a newly opened account or something else erroneous. This account is currently being reviewed for loan forgiveness and PSLF. Separately, yesterday XXXX I filed a FASFA just to inform dept. of ed that I **may** consider requesting another loan for a XXXX program. Yet, I never applied for a loan. I don't know if this is what prompted some sort of alert, but the FASFA should not be read as an actual loan application. There should have never been a credit inquiry on this action at all. I give this information because the timing is likley not coincidental. I don't know what exactly has prompted my credit score to be negatively impacted, but I am asking Mohela to promptly submit a correction to all 3 bureaus. I have worked *extremely* hard to fix my credit in the past years as I am recovering from long-term illness, layoffs, and divorce. This is incorrect information and it is impacting my livelihood. Please correct this immediately. My credit score was XXXX with XXXX as recently as 2 days ago. I will be filing similar complaints with the credit bureaus, the dept. of education, the attorney general and any other entities. In one day my score was dropped XXXX points and I had no warning or any disclosure that this would happen. I have already submitted a dispute to XXXX on XX/XX/XXXX. At this time XXXX and XXXX do NOT show this negative action, but I presume they will eventually. Please alert them to not consider this action.
|
| 09/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I've been asking for a status update on my XXXX applications since last year and have not received XXXX. I submitted my temporary XXXX waiver in XXXX of 2022 and consolidated my loans at the direction of the student loan provider, but I have not received any updates on my applications. My eligible payment count has been at XXXX since the consolidation in XXXX of last year. I've worked at eligible employers ( nonprofit and academia ) for almost 14 years, so I believe I've reached forgiveness for most of my student loans. I've asked Mohela to put my loans in forbearance while I wait on them to process my application but I was told I can only receive a forbearance if I've made XXXX qualifying payments, however, on the XXXX application it clearly states that while your application is being processed you can request a forbearance, it does not have any language about a XXXX payment requirement. Also, if I've already made XXXX qualifying payments, I wouldn't need a forbearance because my loans would be forgiven. Not allowing me to receive a forbearance when the application states I can receive a forbearance while waiting on my application to be processed is unethical and unjust. If student aid gov or Mohela is inundated with XXXX applications and behind schedule with counting eligible payments they should put my loans in forbearance while they catch up on calculations. I don't understand why my loans weren't updated last year while things were paused for student loans. Mohela has contacted me to make payments for the last couple of months, but they have not contacted me about student forgiveness in over a year.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
Servicemember |
|
My loan servicer is MOHELA. I have completed a double consolidation which allows me to apply for the SAVE repayment plan ; however, three times I have contacted MOHELA to apply for SAVE and they are refusing to allow me to do so citing my loans after double consolidation included parent plus loans, which as we know, are allowed to qualify for SAVE through the loophole that closes in XXXX
I was told : " If you applied for consolidation and have a Parent Plus loan as one of the underlying loans that you consolidated together, the only IDR plan that would be eligible for the consolidated loan is the ICR. '' My last attempt at applying for SAVE through MOHELA was with a paper application which was uploaded, along with a letter outlining why my loans qualify for SAVE. The answer I received from MOHELA was " paper applications are not being accepted, apply for your IDR plan through studentaid.gov. '' When trying to apply through studentaid.gov, it only allows for the ICR plan and gives no option for SAVE.
I also completed a complaint through studentaid.gov and received a form letter with information on the SAVE plan, which according to the " information '' my loans qualify for SAVE although studentaid.gov does not allow me to apply for SAVE online.
My current Direct Consolidated Unsubsidized student loan IS a Direct Consolidated Unsubsidized and a separate Direct Consolidated Unsubsidized loan made to a parent borrower ; therefore under the statutory requirement set forth by 685.209 ( a ) ( 1 ) ( ii ) my Direct Consolidated Unsubsidized loan IS an eligible loan for any IDR plan not restricted by loan dates.
|
| 03/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
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Web |
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I am submitting this complaint to express my frustration and disappointment with the way my account has been handled by XXXX XXXXXXXX and MOHELA/DEPT OF ED. Despite never being late on any payment and diligently communicating with the creditor and the credit bureaus, my credit report contains inaccurate and damaging information that has affected my ability to obtain credit and loans at reasonable rates.
Specifically, my credit report shows that I have been late on payments or have not paid my account, which is not true. I have always made payments on time and have evidence to support that, including bank statements and payment receipts. Moreover, I have sent multiple letters to the credit bureaus and the creditor, disputing the inaccurate information and requesting that it be removed or corrected. However, to date, no action has been taken to rectify the situation, and my credit report continues to reflect false information.
This situation has caused me significant stress and inconvenience, as I have been denied credit and have had to pay higher interest rates due to the inaccurate information on my credit report. I believe that the creditor has violated my rights under the Fair Credit Reporting Act ( FCRA ) and the Consumer Financial Protection Bureau 's ( CFPB ) regulations, and I request that the CFPB investigate this matter and take appropriate enforcement action to ensure that the creditor complies with the law.
I appreciate your attention to this matter and look forward to your prompt response. Please let me know if you need any additional information or documentation to support my complaint.
|
| 09/08/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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On XX/XX/XXXX I received notification from XXXX XXXX that the customer service of my federal student loan account would be transferred to MOHELA but that my loans would still be owned by the U.S. Dept. of Ed. The letter stated that it would be transferred on or about XX/XX/XXXX.
Then, on XX/XX/XXXX, I received an email that loans would be transferred to MOHELA within 30 days and to go ahead and set- up my account using the information they had provided.
I went ahead and set up an account and within a couple of days, my account said that all information would be available on XX/XX/XXXX. On XX/XX/XXXX I checked my account and the account stated that I was " in good standing '' and my balance was showing {$0.00}.
On XX/XX/XXXX, I checked my account again and it stated that all the information relating to my loan would be available on XX/XX/XXXX. At this point, I knew I was getting misleading and bad information. I checked my account on XX/XX/XXXX and again, it stated that I was " in good standing '' and my balance was showing {$0.00}.
I called MOHELA immediately because I am getting conflicting information after years of getting bad customer service and faulty information with XXXX XXXX. I am also in the process of purchasing a home and further steps can not be taken until my student loan information is established with MOHELA.
I spoke with XXXX on XX/XX/XXXX who informed me that the processing time is about 10 business days. I explained that I am well over the 10 business day mark but she could not give me a reason why and had no access to any further information to help me access my new account.
|
| 04/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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This is about loan forgiveness. I applied for TPSLF/PSLF long before XX/XX/2022 ( in the summer ). I was with XXXX and then was transferred to Mohela after I had already met the 120 qualifying payments ( I actually have over 140 qualifying payments as shown on the Mohela site and confirmed by two different customer service agents when I called during summer, during fall and now during spring ). When I called Mohela the first time in XXXX, I asked how long it would take for forgiveness since I had met the requirements for the XXXX in the summer and before being transferred. I was told then that it would take 90 business days after Mohela verified the 120 qualifying payments. It had been over 90 business days. I then received an email from Mohela in XXXX that one of my TPSLF/PSLF was denied because it was not signed. I uploaded the correctly signed form again because apparently XXXX might not have sent the corrected form, even though the issue had already been resolved when I uploaded the correctly signed document in the summer. I called Mohela and was told that uploading the form was not necessary and that my information was already forwarded to XXXX XXXX XXXX for verification and forgiveness, which would take 90 business days. I called Mohela at the of XXXX to ask about progress. I was then told that XXXX began the 90 business days because of the same form that had already been addressed in the summer and again in XXXX. I have been lied to and misdirected. I am sick and tired of dealing with incompetence. I want action now. I did what was supposed to do. I want Mohela to do what they are supposed to do.
|
| 02/09/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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Mohela was my loan servicer for several years until XX/XX/XXXX/XX/XX/XXXX when I transferred to XXXX in anticipation of XXXX day filing for the XXXX XXXX ( PSLFP ). Upon reviewing my payment history with XXXX, I learned that Mohela had failed to put me on a standard ( " level '' ) PSLFP eligible XXXX repayment program in the summer of XXXX. This was despite the fact that I specified clearly in telephone calls with them that this was what I wanted and despite the fact that I had been only on other PSLFP eligible payment plans prior. Instead, Mohela, without my knowledge and understanding, apparently put me on a standard XXXX plan, which I did not realize until recently. ( This also begs the question - why would I want a XXXX month plan? ) As a result, XXXX informed me that none of the payments I had made since XX/XX/XXXX would likely count as qualifying payments for purposes of the PSLFP, since only XXXX term standard level payments plans qualify, in addition to XXXX, XXXX, and Pay As You Earn plans.
In addition, at the same time ( summer XXXX ), Mohela failed to inform me that I was eligible for a payment plan with lower monthly payments ( either the Income Contingent Repayment plan or the amended Pay as You Earn plan ). This was despite the fact that I clearly specified in telephone calls with them that I wanted the PSLFP-eligible payment plan with the lowest monthly payments. Again, I only learned that a payment plan costing less per month should have been available to me once I was switched to XXXX. I estimate that this error on Mohela 's part cost me over {$3500.00} over the course of XXXX months.
|
| 02/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
Servicemember |
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MOHELA is not correctly applying the limited PSLF waiver in a timely fashion. I submitted my PSLF waiver in XX/XX/XXXX and they still have not properly adjusted my account for forgiveness correctly. They are showing 116 eligible and qualifying payments but denied 15 payments as not qualifying because no payment was due for those 15 payments or there was a forbearance period. That is completely false and even if it was true, those payments would still apply under the terms of the limited waiver. I think MOHELA is being fraudulent in their approach here intentionally to prevent loans from being forgiven because they lose interest and also lose accounts that they would have to service for the federal government. This is all about their bottom line and they are not honoring the intent of the limited PSLF waiver and the law. In addition, I have submitted another PSLF form to certify my employment since the last PSLF form was submitted and partially applied as this will take me to 120 qualifying payments, but they told me they won't process my form until XX/XX/XXXX. This is ridiculous and CFPB should know about this and warn consumers. Consumers should contact their congressional representatives and demand more. I will be writing my congressman and senator tomorrow, I've had enough and I am trying to buy a house but this student loan which should be forgiven and off of my credit report is preventing me from doing so. Please help! I've called MOHELA many times and they tell me to keep waiting. I started this process in XXXX, it's now almost XXXX. Thats 240 days, they said it should take 90 days. They lie!
|
| 01/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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In XXXX XXXX XXXX my student loans were with XXXX when I requested a refund of the voluntary payments I made during the pandemic freeze. This refund amounts to roughly {$8000.00}.
In XXXX of XXXX, I received the first {$2100.00} through XXXX but then my loans were transferred to Mohela. Where my refund has been stalled. Mohela said they couldn't see the refund request and that I needed to resubmit it, which I did. This was frustrating since I could see the full amount of {$8000.00} already back on my student loan balance.
In XXXX of XXXX, I called Mohela for an update on my refund where they had trouble locating my refund request. After over an hour on the phone and multiple transfers, they located my refund request and said it would take 90 days to process and that it's under investigation.
In XXXX of XXXX, I called Mohela back which is after the 90 day wait, and I spoke with a supervisor who said she only sees a refund of {$5800.00} in the system and isn't sure if this amount is in addition to the refund I already received ( {$2100.00} ) or is the total, which would mean now they don't see the refund amount of {$8000.00} that I requested. So I asked for a payment history which they responded would take XXXX days to just receive that information. They also said they are expediting my refund request which would take another XXXX days.
I have called Mohela dozens of times over the last 6 months and every time I ask for an update on my refund, they keep pushing back the request by XXXX days. This is unacceptable since the {$8000.00} I requested back is already showing back on my student loan.
|
| 10/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I attempted to pay off all my student loans in two payments in XX/XX/2023 but I could not because MOHELA 's portal was unclear and customer service was unresponsive well after the 3 business days waiting period. Additionally, the portal possibly included incorrect information - I say " possibly '' because they still haven't cleared it the confusion.
- In early XXXX, I made a small payment to see how the payment system worked. This was successful.
- I made a large " final '' payment to pay off my entire balance. The process to pay off the loan was confusing because I could not see where to pay for the interest, it only showed me an option to pay for principal. When I made my " final '' payment, I thought it included everything since I was reading off of the amounts in the portal. I logged in a few days later to find that more PRINCIPAL was owed ( around {$60.00} ) - I sent them a secure message through their system to ask how to complete the payment of the interest and to clarify why I had a principal balance when I had paid off all my principle.
-After sending the message to customer service, I made another payment to clear out the remaining {$60.00}.
- I logged in again today ( XXXX ) and found that an additional amount is still owed.
- As of this writing, I have yet to receive a response.
My friend has had similar issues paying off her loan in one go and I have encouraged her to submit a complaint as well. I should have not have to go through so many loops to pay off
my student loans. I have the money to pay off everything now - Imagine those who do not and are forced to work with MOHELA.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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My loan servicer, MOHELA, notified me on XX/XX/ that my student loans were forgiven as part of the IDR one-time account adjustment. I also received a copy of my Loan Verification from MOHELA as part of their notification. MOHELA stated in the notification letter that they already notified or would notify all national credit bureaus of my student loan forgiveness by the end of XXXX, and that they would process a refund for any payments made towards my loans after the effective date of their forgiveness.
MOHELA did not notify all three national credit bureaus of my student loan forgiveness until after I filed disputes on my credit reports on XX/XX/. I still have not received a refund for my overpayments and MOHELA has not made any attempt to contact me since I received their notification.
MOHELA also makes it practically impossible to contact them. They do not provide an email address to contact them at. Their internal secure messaging portal does not give an option to send a message about IDR account adjustment refunds nor does it give an option to send a message about something other than their predefined choices. Their wait-times for phone calls are 1-2 hours or more, and their website explicitly states that their customer service representatives have no further information to provide related to forgiveness from IDR account adjustments.
On top of this, MOHELA updated my loans current principal balance in my customer account and with all three national credit bureaus to {$0.00} even though their XXXX XXXX stated the current principal balance was - {$4600.00}, which is the amount I overpaid.
|
| 06/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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MOHELA IS IN VIOLATION OF THE ADA ( AMERICANS WITH DISABILITIES ACT ).
I've tried multiple times via email and the chat option ( when it's available ) to have Mohela apply one month toward my PSLF count. That one month was placed on administrative forbearance ; I've let them know that 34 CFR 685.219 ( c ) ( 2 ) ( v ), passed XX/XX/2022, requires any months where Administrative Forbearance exist is to be applied toward PSLF counts. They continually tell me that the month does not count because of the forbearance. Upon my request to speak to a supervisor, they have told me several times that I can not speak to a supervisor via email or chat ( when it's available ) but that I have to call them. I've explained to them that I am XXXX XXXX XXXX XXXX, so calling will not work. They still refused to have a supervisor respond via email or chat. I also have attempted to " call '' Mohela through TTY. The TTY number XXXX in contacting Mohela does not work. I tried several times and it will go to an automated voice that keeps translating the same message over again and shortly after, the call ends, even though I follow the one prompt on it. Besides being unable to talk to a supervisor, I can not even contact one in any method available to me. Mohela is in violation of the ADA and is subject to a lawsuit as a result of this violation.
In addition to the ADA violation, there's also the violation of 34 CFR 685.219 ( c ) ( 2 ) ( v ) that they won't apply the ONE month toward my count. All I wanted is to have that month counted and as a result of their discriminatory policies, I've discovered the ADA violation.
|
| 03/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted a PSLF form on XX/XX/XXXX. On XX/XX/XXXX I was notified by MOHELA of an error in my employer 's signature and was asked to resubmit. I submitted the correct signature required that same day, XX/XX/XXXX.
On XX/XX/XXXX, I called MOHELA to confirm that the XX/XX/XXXX signature was sufficient for processing. The rep confirmed that the signed form submitted on XX/XX/XXXX was acceptable. To be safe, I submitted another PSLF on XX/XX/XXXX with a note that it was a correction to the original form submitted XX/XX/XXXX.
On XX/XX/XXXX, I called again to confirm that the form submitted on XX/XX/XXXX was admissible and to see if there was any way to expedite the arbitrary and egregious 90 day processing time. At this time, the rep I spoke with informed me that the XX/XX/XXXX form was incomplete and therefore not acceptable. I told him that the rep I spoke with on XX/XX/XXXX confirmed that it was, and I requested to speak with a supervisor to make sure.
MOHELA reps do not have consistent information and the company itself shows blatant disregard for student loan borrowers. There is no incentive for them to process PSLF applications in a timely manner since they are compensated for servicing the millions of dollars in loan balances that they hold.
With electronic forms and technological advancements there is no reason why it should take at least 90 business days to process a form. I'm requesting assistance from the CFPB because this process is intentionally cumbersome to the consumer and limits the borrower 's ability to seek jobs outside of the non-profit sector and earn competitive wages.
|
| 10/13/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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Web |
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My XXXX credit report states that MOHELA is reporting Completed investigation of FCRA dispute - consumer disagrees in the " comment '' section of my student loan account. I am unfamiliar with the dispute which MOHELA is referencing. I do not dispute the account information listed on my credit report.
It should be noted that this is a recurring issue. I have gone to great lengths attempting to resolve this problem directly with MOHELA and XXXX. MOHELA stated in an email to me that it submitted a request to XXXX to remove the comment on XXXX XXXX XXXX and that I should expect an update within five business days. That email is attached. I have attempted to resolve this issue with XXXX directly to no avail.
I previously filed a complaint against MOHELA and XXXX with the Consumer Financial Protection Bureau on XXXX XXXX XXXX concerning this issue. The complaint number was XXXX. I also previously filed a complaint against MOHELA with the XXXX XXXX XXXX MOHELA responded to my complaint with the XXXX XXXX XXXX on XX/XX/XXXX. That response indicated that a request was submitted to XXXX on XX/XX/XXXX, to remove the comment. This response is attached.
I withdrew my complaint against MOHELA and XXXX with the Consumer Financial Protection Bureau because the comment was removed from my XXXX credit report ( for a time ). However, I accessed my XXXX credit report today, XX/XX/XXXX, and discovered that the comment has reappeared. I obtained my XXXX credit report directly from XXXX itself, rather than a third-party app such as XXXX XXXX XXXX I would like this comment removed from my XXXX credit report.
|
| 09/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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My complaint is against XXXX and Mohela.
During the last week in XXXX, I spoke with a representative from XXXX about the SAVE program and I decided to apply because the rep explained its benefits. The federal government is touting how easy SAVE is, but lenders like XXXX are not making it easy. I applied for SAVE manually because I am making less money than last years XXXX. XXXX requested I submit my paystub to them, even though I already submitted to studentaid.gov. The XXXX website wasnt allowing me to upload the documents, so I submitted to the email they provided. I never got a confirmation. So, days later, the site was back up so I submitted again. They said they received the application on XXXX and it would take XXXX days. I received an email today that it would take another XXXX days from today. I feel like lenders are stalling so that borrowers are forced to pay higher payments and higher interest.
Regarding Mohela : I had to go to XXXX to learn how to bypass their automated system. I applied for PSLF last year, received a confirmation letter, and never heard anything. I couldnt reach Mohela because you need account information to bypass the phone system, but I never got an account because I finally learned there was an issue with my application. Wait times are so long that I took a day off work on Monday to try to get these things figured out and they are so far from being figured out its insane.
These lenders are taking advantage of us and breaking us down and they must be held accountable. I have filed XXXX complaints on studentaid.gov and I contacted my Congressperson as well.
|
| 12/08/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I refinanced my federal student loans with XXXX, who sent my loans to the processor, Mohela. In addition to making my monthly required payments, I have started making additional payments each month in order to attempt to pay off my exorbitant student loans ( which started at just over {$240000.00} ). Until last week, I had been able to apply my additional payments to principal. The lender is now trying to make it harder to pay off my student loan by rejecting my payment instructions and stating that all payments need to go to interest first, even discretionary extra payments. These sorts of unfair practices to make it more difficult to pay off student loans are the exact types of practices the CFPB has come out against : https : //www.consumerfinance.gov/about-us/blog/you-have-right-pay-your-student-loan-fast-you-can-without-penalty/. I have contacted my lender, but they have refused to change their new policy and honor my payment instructions. Below is the email I received from Mohela : Dear XXXX Member, We are writing to inform you of an update related to your payment instructions at MOHELA. Per your Loan Agreement, payments will be applied to accrued interest to the date the payment is received prior to your payment being applied to principal. Your payment instructions are not consistent with this requirement ; therefore, we will need to amend those instructions going forward. Effective immediately, payments will be applied to satisfy accrued interest prior to being applied to principal.
For additional information or any questions, please contact a Specialty Servicing Specialist at XXXX.
|
| 10/29/2019 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
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Web |
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To the Consumer Financial Protection Bureau : I am writing to make an official complaint against Mohela, my federal student loan provider, regarding the capitalization of > {$10000.00} in accrued interest on my loan after I entered the first payment period. I graduated from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX, repayment for the first time. I believe that the capitalization of my accrued interest is an unfair business practice and I was deliberately misled by Mohela regarding the capitalization of my loan.
I have called Mohela to discuss my loan >5 times between XX/XX/XXXX and XX/XX/XXXX and was never told that the accrued interest would capitalize. The two signed promissory notes, one for XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) and one for XXXX XXXX and XXXX XXXX XXXX ( XX/XX/XXXX ) both state that accrued interest " may '' capitalize and the subsequent interest statements that I received also said that interest " may '' capitalize when my loans enter repayment after graduation. None of the paperwork that I signed ever clearly stated the rules and conditions under which this judgement would be made by Mohela. " May '' is a deliberately vague and misleading description that leads me to believe Mohela made the decision to capitalize my accrued interest at their own discretion, and in a deceptive manner. This business practice will likely result in an increase of > {$4500.00} in loan repayment to Mohela.
I am happy to provide any additional documentation from Mohela that is necessary to review my claim. I hope that the CFPB will assist me in this matter.
Kind regards, XXXX XXXX
|
| 10/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I'm struggling to get Mohela to process a simple customer service request. I am trying to switch my student loan repayment plan from an XXXX plan to the standard XXXX plan. I first called Mohela to request this change on XX/XX/2023 and was told it would take XXXX business days. When the change was not reflecting on my account a month later, I placed a second call ( on XX/XX/2023 ) to follow up. The representative that I spoke to expressed that it shouldn't have taken so long to make that change and assured me that it would be processed by the following Tuesday ( XX/XX/2023 ) at the latest. When the change was still not reflected on my account by that date, I called a third time and was told, again, that it would be XXXX business days. Once again, I waited the XXXX business and, when the change still had not been made, called a fourth time ( on XX/XX/2023 ). The representative I spoke to that time told me that it actually takes 60 days, not XXXX ( as I had been told by each of the XXXX prior representatives I had spoken to ), which was why it had not yet been processed. I asked to speak to a supervisor, but was disconnected while holding ( I had already waited over an hour on hold to speak to the first representative ). To date, my request still has not been processed. I am submitting this complaint because I am concerned Mohela is kicking the can down XXXX XXXX on this request. I had a similar issue in the past getting Mohela to process a very basic customer service request ( correcting obvious errors in my PSLF count ) and was only able to get help from Mohela after filing a CFPB complaint.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
Servicemember |
|
On XX/XX/23 I received notification from MOHELA that I was on the SAVE plan. This is great because I was on IDR before and on PSLF track since I work for the state. For the consolidated loan my bill was {$0.00}. However, there was only one loan listed on there. I asked them what about the others because I have more than one loan on the account but the total due said something around {$210.00}. I received a notification back to give them a call to discuss this after asking this. I tried. I am unable to get through on the phone.
On XX/XX/23 I emailed again because I am unable to get through on the phone. I was on the SAVE plan and then suddenly without warning I am on the LEVEL plan and my bill triples! I have now tried contacting them multiple times via phone and email. Both go unanswered. I have sent additional emails on XX/XX/XXXX and XX/XX/XXXX and still have yet to receive a response. I recently resubmitted my IDR documents on the XXXX website since they took me out of SAVE and still my payment is showing double what it was and I can't seem to get anyone on the phone or to answer the emails to find out what's going on. I am not going to be able to make the payment they are requesting and I can't even get in touch with anyone about that. They have no problem sending me a bill and changing things on me without warning but they are not able to answer? I am so frustrated with this whole process. It's bad enough they won't count half my time as a public service worker for the state towards my PSLF progress, to have these troubles on top of it is just absolutely ridiculous! I need help please.
|
| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
This complaint is regarding Mohela and their lack of response to employment certification for XXXX XXXX XXXX XXXX ( XXXX ) and my eligibility for forgiveness through the XXXX program.
On XX/XX/XXXX, I submitted a XXXX application document through their website with employment verification from my employer, XXXX XXXX. I have confirmed they received the document and it is listed on their website as uploaded and " processed. '' On or around XX/XX/XXXX, I received notice from Mohela that my other uploaded applications certifying employment had been processed and a change in qualifying months was observed. My XXXX application for XXXX XXXX ( submitted on XX/XX/XXXX ) also stated it had been " processed '' ( as did the other applications ) however those months are not counted. On XX/XX/XXXX I submitted the same XXXX application document that was submitted on XX/XX/XXXX.
In XX/XX/XXXX I contacted Mohela to inquire the status of my XXXX application, the reported it would take XXXX months to process but declined to comment on the fact that my initial XXXX application for my employment with XXXX XXXX was submitted XX/XX/XXXX, which was XXXX months from the date of my call.
The XXXX application submitted on XX/XX/XXXX ( and resubmitted on XX/XX/XXXX ) will satisfy the remaining XXXX months of employment certification that will bring me to XXXX qualifying payments which will qualify XXXX of my loans for forgiveness. Loan # XXXX disbursed XX/XX/XXXX = XXXX, Loan # XXXX disbursed XX/XX/XXXX = XXXX, Loan # XXXX disbursed XXXX XXXX and Loan # XXXX disbursed XXXX {$8400.00}. Totaling {$24000.00}.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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|
XX/XX/XXXX, sent message inquiring about loan status and whether I had a payment due and what was due. Was told my loans were still in forbearance and that the amounts on studentaid.gov were inaccurate ( due to forbearance ) but to call for more information about what my payments would be. Attempted to call on lunch break- no response ( long hold ).
I applied for the Graduated Extended plan and the message stated I would hear back in 5-7 business days ... but I never did. So I reapplied and months later, nothing.
XXXX XXXX I reached out inquiring about my application for repayment and they apologized stating my application is still processing and they would get back to me asap. Ive yet to hear back.
XX/XX/XXXX, I received a very confusing statement showing due dates from back in XXXX along with a repay date of XX/XX/XXXX.
On XX/XX/XXXX I received another confusing statement showing a due date of XX/XX/XXXX.
XXXX XXXX I received another billing statement stating I owe {$0.00} on XX/XX/XXXX.
XXXX XXXX, I reapplied for the Graduated Extended plan just in case after hearing about their online issues. I've not heard anything back.
XXXX XXXX I received notice that there is an application processing delay and that I'll hear back in 90 DAYS if I'm approved or not.
I started this process early so that I could prepare for payments. I have near perfect credit and take my finances seriously. I need to know what my payments will be so I can make my budget. Now I won't know if I'm approved for the affordable plan ( Graduated Extended ) for 90 MORE days ... this is absolutely ridiculous.
|
| 12/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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|
I filed my XXXX paperwork and it was processed on XX/XX/XXXX. MOHELA never notified me. I consolidated all my loans into XXXX loans with XXXX so that they would be ready to transfer to MOHELA once my XXXX paperwork was processed and it was determined that I was eligible. I was deemed eligible for XXXX, but my loans still haven't transferred ( as of XX/XX/XXXX ). Whenever I call MOHELA and ask to talk to a supervisor, I am placed on hold for a long period of time. For example, as I am writing this, I have been on hold for XXXX hour and XXXX minutes. I have yet to reach a supervisor, and the call center folks just keep repeating the same lines such as " it takes time for your loans to transfer. '' I understand this, but it has been almost XXXX months, and they have tried to do a XXXX transfer XXXX times. When I talk to XXXX, they tell me they haven't heard from MOHELA and they can't do anything to help with this process. I recently discovered that MOHELA was reaching out to XXXX to get my loans sent over. When I questioned them as to why they were reaching to XXXX, they couldn't tell me why. XXXX has never been my loan servicer. So over the past XXXX I've called both MOHELA and XXXX, and listened to each of these services blame the other. When I suggested we do a conference call, with a supervisor from MOHELA and XXXX, I was assured that that would not help resolve the situation. I also asked if I should resubmit the paperwork, but was told that is not the issue. Yet, when I ask them what the hold up is, they can't seem to pinpoint the issue, and, therefore, we seem to be at an impasse.
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have been waiting for my refund from both XXXX and Mohela since XXXX of this year. I am owed approximately {$14000.00} from XXXX and {$11000.00} from Mohela.
On XX/XX/XXXX I called for a refund from Mohela for the amount paid on my student loan during the COVID forbearance. They said they were initiating the refund and refunded me for the few months I had paid them after I was transferred to them, but they had to wait to get refunded from XXXX before they could refund me.
I called XXXX on XX/XX/XXXX and they said they could only refund me for what I paid them during that time and the rest was through Mohela who was my current loan holder. XXXX told me I would be refunded around XX/XX/XXXX. I did not receive anything from them.
XX/XX/XXXX XXXX told me they were refunding me for my loans XXXX XXXX XXXX XXXX XXXX XXXXhat I paid XXXX XXXX XXXX XXXXXXXX. On that same day Mohela told me they were refunding me for my loan # XXXX from XXXX XXXX XXXX They said it would take 30 days. Still no refund.
I called on XX/XX/XXXX and XXXX says that my refund shows it was submitted, approved, and escalated and still in processing with the Department of Treasuring. I am waiting for {$14000.00} that XXXX claims it is now up the Dept. of Treasury to give me the refund.
XX/XX/XXXX Mohela also informed me that my loan was being processed and still waiting for approximately {$11000.00}.
It is now XX/XX/XXXX and I have yet to receive any refund. I am not sure if I am trying to patiently wait from the Dept. of Treasury or why I have been trying to get my refund for 6 months.
Thank you so much.
|
| 11/12/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
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Web |
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Dear MOHELA/DOFED & XXXX Please be advised this is my THIRD WRITTEN REQUEST and FINAL WARNING that I fully intend to pursue litigation in accordance with the FCRA to enforce my rights and seek relief and recover all monetary damages that I may be entitled to under Section 616 and Section 617 regarding your continued willful and negligent noncompliance.
Despite two written requests, the unverified items listed below still remain on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is mine and is correct. In the results of your first investigation and subsequent reinvestigation, you stated in writing that you verified that these items are being reported correctly? Who verified these accounts? You have NOT provided me a copy of ANY original documentation ( a consumer contract with my signature on it ) as required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ). Furthermore you have failed to provide the method of verification as required under Section 611 ( a ) ( 7 ). Please be advised that under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified.
The law is very clear as to the Civil liability and the remedy available to me ( Section 616 & 617 ) if you fail to comply with Federal Law. I am a litigious consumer and fully intend on pursuing litigation in this matter to enforce my rights under the FCRA.
I demand the following accounts be removed immediately.
( Screenshot below )
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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In XX/XX/XXXX, I was under the impression that I needed to submit a new XXXX verification to resume student loan payments in XXXX and, as such, I submitted my application to mohela. They denied my application stating that my new payment would be higher.
I then asked for a letter regarding my payment amounts so I could submit it to my mortgage company as I am in the process of buying a house. They provided me with that letter and stated my payment amount was valid until XX/XX/XXXX.
Shortly thereafter mohela increased my loan payment without any pending application before them. I am also confident they have calculated my new payment amount incorrectly.
I brought this to their attention and requested a reinstatement of prior payment. They submitted an application which remains pending now several weeks later.
I brought this to their attention and emphasized that time was of urgency so I could close on my new home. They have still yet to make a decision on the request. Meanwhile, they have also placed me on forbearance which now jeopardizes the purchase of my new home.
Additionally, placing me on forbearance deprives me of the opportunity to make payments and extends the length of my repayment period.
I have tried calling them on numerous occasions and Im almost never able to speak with anyone, let alone anyone with any actual training that can help resolve my issues. For example, today I was hold for over 4 hours and was not able to speak with anyone.
At this point, their actions are potentially costing me thousands of dollars and I am being penalized to no fault of my own.
|
| 02/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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Applied for XXXX before XX/XX/XXXX to be sure I would be eligible for the temporary program relief. Submitted proof of public service from employers of 10+ years. In XXXX I went in to some sort of repayment, forbearance, deferment or hardship all at the guidance of the loan servicer at the time. Never in default. In XXXX by the guidance of the loan servicer I was directed to consolidate my loans, not understanding or be educated that I would be put back at " XXXX '' in regards to payment counts towardXXXX XXXX. Now I'm told after 10+ years of repayment, forbearance, deferment and economic hardship, I only have 17 qualified payments. Servicers never allowed my forbearance to go 12 months consecutively, and was denied any type of forbearance or deferment when I off work duty to on the job injury for 12 months. Put me on a payment plan that I don't even get credit for even though I was still employed. Therefore it appears none of my forbearance, deferment will apply to my account. This is such a hardship for those who should and do qualify but were mis led with wrong information over and over again, and it appears, still are. Those who do work at public service jobs don't have time to sit on the phone for 5 to 9 hours to talk to someone who has no answers. Paperwork is lost and no indication that real help is on the way. The only thing I can get a clear answer on is what my future payment is and that does not look like relief. This situation is a mess. I expect my country to do what was offered and not make XXXX a hardship in its self.This is such a fight. It should be something good.
|
| 12/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Due to poor customer service at Mohela, I'm unable to have my application for XXXX processed. In XXXX or XXXX XXXX XXXX I submitted an application for XXXX to XXXX XXXX. I received a letter in XXXXXXXX XXXX XXXX informing me that my application was received and would be sent to Mohela for further processing. I then spent the last several months trying to get in touch with someone at Mohela. However you can't send them a message without an account, so I created an account and sent a message. Unfortunately, I never received a response to my issue, only a generic response about the XXXX program. I also tried for months to contact Mohela by phone, but was never able to wait the time required to speak to their customer service representatives. I finally was able to speak with someone today. They informed me that my application was approved, and that they were waiting on my loans to transfer. I was able to confirm with my loan servicer, XXXX, that a request to have my loans transferred to Mohela was never received. I asked XXXX if I could have the funds transferred, and I was informed only Mohela could do so. I told Mohela today that XXXX never received the request for transfer of my funds. I asked Mohela to re-submit the request. After an hour plus wait, they informed me that they could not. I asked to speak to a supervisor and after an hour and a half of waiting, have still not been able to speak to anyone. I do not understand why they can not re-submit a request for the transfer, am at a loss as to how to resolve the issue, and am deeply frustrated with their poor customer service.
|
| 05/24/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I appreciate this level of communication and transparency regarding this matter. I would like to clarify, given my initial questions that I am in fact eligible for my current private loan, financed via MOHELA will in fact be forgiven, as this was a direct loan initially through Federal Student Aid. There seems to be a grey area of unanswered clarification between MOHELA, Federal Student Aid and the Borrower Defense department that I could use some assistance with. While I understand that all of my Federal Student Loans will be forgiven, I want to be clear that several years ago, I moved to MOHELA 's private student loan program in an effort to obtain a lower rate of interest on such a large amount of money, not knowing that I would later be awarded complete forgiveness as the submission at that time was pending and I was not explained from counsel or MOHELA that " if I chose to go private '', then I would be excluded from any potential forgiveness, discharge or reimbursement from pending claims and cases surrounding my case. In my opinion, it's only morally and ethically fair for those loans that moved from Federal to Private ( as a result of negligence on MOHELA 's part ) be forgiven as well. I will certainly contact the Dept of EdXXXX and ensure my information is current and up-to-date, however I would prefer final confirmation of my forgiveness to come directly from your organization. Any and all support assistance with this matter is appreciated. My contact information is also below if you would prefer to have a call regarding this for the final piece and mind. Thank you.
|
| 11/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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On XX/XX/XXXX this year I noticed that for one of my federal direct loans, the principal balance Mohela is basing the minimum payment off of is the balance that loan had in XX/XX/XXXX. That balance was {$19000.00}. I've made several payments on that loan since XX/XX/XXXX, so I asked Mohela why the minimum payment was being calculated on an old & inaccurate principal balance. The rep I spoke with on XX/XX/XXXX said they had no idea. I decided to give it a couple weeks to see if things might update. When it didn't, I sent a message on Mohela 's website on XX/XX/XXXX asking the same question. I received an automated response XX/XX/XXXX saying they were delayed in correspondence response. Today, XX/XX/XXXX, I got a message saying my question is too complicated to answer via messages and that I'd need to call and talk with a rep. I did. The rep told me they have no idea how to answer my question or why the principal balance used for calculating minimum payments is not updating, 11 months later.
Because of this issue, I cancelled my auto debit setup, because Mohela would have been pulling the wrong amount. This means I can not benefit from the .25 % interest rate reduction offered by Mohela if you participate in auto-debit.
Mohela 's staff needs to be trained to understand their system and answer questions such as this. It's egregious to have a loan servicer not be able to provide information about something that is directly impacting borrowers ' required payments.
Secondly : I applied for the SAVE plan and it's been several weeks with no update on processing that request.
|
| 09/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
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Web |
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I submitted my IDR application ( with tax documentation ) to change my IDR to the REPAYE plan ( now the SAVE plan ) on XX/XX/2023 and it still has not been approved. I was told it should take only 30 days to process this request and yet it still says its processing after nearly 75 days. My initial repayment plan was Income-Contingent Repayment ( ICR ), which was approved for PSLF. However, MOHELA removed me from ICR and has put me on " Level '', or the Standard Repayment plan, with the monthly payment amount due saying I owe approximately {$190.00}.
When I called them in XXXX, they told me my XX/XX/XXXX application " was rejected, '' which is not correct because on their website it currently says my application is still processing. The representative told me to reapply, so I reapplied on Dept. of Education 's website after the phone call. Then, I called back in XXXX to ask why my re-application was taking so long, and the representative refused to give a reason why neither application was accepted. Instead, they told me to once again reapply over the phone. I now have 3 applications in XXXX, XXXX, and XXXX, none of which have been approved and MOHELA has refused to provide an explanation and just continues to suggest I reapply.
MOHELA has effectively done has *removed* me from my PSLF-eligible repayment plan ( ICR ), put me in a repayment plan that it PSLF-ineligible, and appears to be *preventing* me from getting on the SAVE plan, even though I am completely eligible. I want them to put me on the SAVE plan immediately as it is my legal right to be in the PSLF program.
|
| 11/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
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|
Mohela has consistently failed to properly calculate the correct payment amount for the SAVE plan, and after multiple email and phone call attempts, the problem remains unresolved.
Earlier this year, like many people, MOHELA switched my previous IDR payment ( under REPAYE ) to SAVE. In doing so, they used my previously provided income information, but made two extremely puzzling errors : 1 ) they calculated the payments using a 1 person family poverty line ( I filed taxes married filing jointly and have no other dependents, so this should be the 2 person poverty line ), and 2 ) the entire household SAVE payment was allocated to me ( my spouse also has direct student loans and is on SAVE, and so the total household payment should be split between us ).
In XXXX I was finally able to talk with a MOHELA rep, who manually took down all of this information, quoted me the correct SAVE payment, and placed my account on administrative forbearance.
This week, the payment change was applied, but the payment amount remains incorrect. The payment amount now accurately reflects the correct poverty line, but still is not accurately splitting the total SAVE payment between spouses ; instead, I have the entire household SAVE payment shown as my amount due.
The SAVE formula is not difficult, and MOHELA has received all of the information needed to calculate this extremely simple math problem TWICE. There is no reason to believe that this is merely incompetence, I have to believe its malice. Otherwise, MOHELA should simply not be allowed to exist as an entity serving the US public.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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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.
|
| 04/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I have a consolidated federal student loan with mohela and I qualify for PSLF under the limited waiver. Unfortunately, I can't seem to get my payment counts updated now for over a year despite multiple contacts with mohela and studentaid.gov.
I applied for PSLF in XX/XX/2022. My employer was deemed qualified and I should have had well over 120 eligible payments under that employer at that time. However, my payments remain not fully counted now over a year later - specifically payments from XXXX have not been counted.
I'm still not sure if this is a mohela of DoE problem. I have chatted and called with mohela and studentaid.gov more than 10 times over the last few months. I have escalated through mohela 's pslf line. I have filed a complaint through studentaid.gov. I have been told many different things, including that mohela recognizes that there is a problem and said they would fix it ( on XX/XX/XXXX over the phone with mohela they said all my counts would be updated within 14 business days, which didn't happen - this is documented in the notes in my account ). I chatted yesterday with mohela and they said to just wait longer. I called yesterday with mohela and again they said there was a problem that they would handle by sending an email to someone. I asked to speak with a supervisor and they refused. They also said that they would send me a form in the mail within 30 days so that I could send them evidence of my payments made and I might hear something back 90 days after that but there was no guarantee. I would appreciate any help resolving this issue. Thank you.
|
| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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For more than 10 years, I have been pursuing Public Student Loan Forgiveness ( PSLF ). Prior to the end of the special waiver period for student loans on XX/XX/XXXX, I submitted two documents : a consolidation request and an updated Employer Certification Form ( ECF ) in order get updated payment count ( MOHELA shows this as received XX/XX/XXXX ). At this time, my loans were transferred from MOHELA to XXXX ( payment received by MOHELA XX/XX/XXXX ) while my PSLF application was processed. For MOHELA, my PSLF form began showing as processed sometime in the last two month and included a note ( now removed ) that " a notice has been sent '' but I received nothing and my calls to MOHELA customer service indicate they don't have this on file. Since that time, I have heard nothing and it has been 6 months since my application. I currently show no payments counts toward forgiveness, so I have no idea how many more payments I have to make. I have made multiple calls to MOHELA and have gotten no additional information other than " everything looks good '' and " it take 90 business days to process. '' No one can tell me my status, how many payments I have or where I am in the queue. This is having a significant impact on my life- I have filed a XXXX tax extension, are my filing decision ( married filing jointly or married separately ) is largely based on where these loans are in the forgiveness process ( my counts ). Along the same lines, I don't feel like I can search for new employment or better opportunities without knowing if I have met the 120 payment requirement or not.
|
| 12/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
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Mohela Student Loan Servicing - Can not contact anyone about account errors and confusing platform.
My repay plan was approved and the account says for me to pay {$86.00}. It said in XXXX that I do not have a payment due. But I kept noticing emails from the Dept. of Education that my loan repayments should be starting in XXXX, and now recent my loan is pass due. I paid XXXX and XXXX on the following dates : Payment made on : XX/XX/2023 Confirmation # : XXXX Payment Amount : XXXX Payment Effective Date : XX/XX/2023 I paid XXXX on the same day -- In a separate payment : See different confirmation numbers.
Payment made on : XX/XX/2023 -- I added a note in the comments that the payment is for XXXX.
Confirmation # : XXXX Payment Amount : XXXX Payment Effective Date : XX/XX/2023 It shows on the payment history as if I made one payment of {$180.00} -- all went to interest.
Customer Service : I can not get a hold of customer service and I have waited 5 hours one day without anyone picking up. The website says that there is a high call volume every day. I have been trying for a month to talk to someone.
The Platform : VERY confusing and lists over 30 loans that have different due amounts of {$1.00} here and here. They are transferring to a new platform soon.
XXXX XXXX : I sent my documents for my XXXX XXXX requirements. I have been XXXX XXXX XXXX XXXX that qualify for the grant for XXXX XXXX now. They send it back to my XXXX incomplete. My XXXX ( XXXX XXXX Dept of Edu ) and I explicitly check all boxes. I need to know the status -- - no response.
Please help.
|
| 10/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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|
In XXXX, I faxed my PSLF application to XXXX XXXX XXXX as was written on my appication. I called a few days later to make sure they received it and was told that I needed to give 30-60 days for processing. In early XXXX, I still had not heard anything from them so called and sat on hold for hours without speaking to a human. I called back and the automated system asked me some information but just kept looping and never giving me the option to speak to a human, only suggesting I access my information on the the Mohela website. I went to the website and it said I did not have an account so I tried to create one. It would not let me create one because they said I do not have an account with them. So I called my XXXX XXXX, XXXX, and was told that the PSLF was switched to Mohela in XXXX and there was a different fax number than the one I had, originally, sent my application. So I faxed the application again to the new number, I even faxed a couple times just to be on the safe side. I tried calling again multiple times over the next few weeks and the same thing happened again where it asks info and then just keeps looping without the option of speaking to someone and referring me to the website. So on XX/XX/XXXX, I went to the post office and requested the quickest way to send with multiple levels on confirmation that it was received. I have tried calling again and the same thing. I tried calling the Federal Student aid number and sat on hold for XXXX minutes and then they hung up.The deadline for the PSLF app is XX/XX/XXXX and I can not get anywhere with this company.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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|
I applied via fsa for the SAVE IDR plan for Mohela. I realized that my classes were going to start after my first payment was due. I applied before my first payment was due. I submitted on XX/XX/XXXX.
I called mohela about a week later to make sure that it was okay, and that their taking a long time to decide wouldn't effect my repayment should I be denied or accepted. The rep told me she sees the pending application and should I be accepted or denied, I will not be penalized by being past due, period, and since I'm starting classes again it should be fine.
Today, XX/XX/XXXX, I recieved a bill in my email stating I'm past due since XX/XX/XXXX.
My SAVE IDR plan was approved for XXXX dollars for 12 months on the XXXX of XXXX.
I called today, XX/XX/XXXX, and waited on hold for almost 1 hour and 45 min. I was then on hold in 2 min intervals with a rep trying to see if she could put in some kind of request on my account, and that I should not have recieved a past due bill for another 45 min.
The rep finally came back and said she got in contact with someone who could answer, and that another brief hold was necessary. I said sounds great, thank you! And then there was silence, the hold music played and the line disconnected.
At the start of the recorded call, I was asked to confirm my phone number, and then was asked if the line were to disconnect can they call me back. I gave a very enthusiastic " yes please '' it has been over 45 min since then and I have recieved crickets. I am on hold again with them now and beyond frustrated with their abysmal service.
|
| 12/21/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American |
|
I filed a complaint and dispute with Mohela Student loan servicer requesting they remove inaccurate reporting on my credit profile. Mohela continues to report erroneous late payments on my credit report that is causing my financial reputation to be negatively impacted and its lowering my credit score making it impossible for me to be approved for any type of credit.
The errors that are being reported are as follows : 1 ) XX/XX/2019 is reported as 90 days late and this must be incorrect because the two months preceding XX/XX/2019 which are XX/XX/2019 and XX/XX/2019 are showing as paid on time. If the prior two months are paid on time, XX/XX/2019 can not suddenly become 90 days late. I demand my credit profile be updated to reflect that I was never late.
XXXX ) XX/XX/2019, XX/XX/2019 and XX/XX/2019 are being reported by Mohela as 90, 120 and 150 days late accordingly. However, the two months preceding XX/XX/2019 which would be XX/XX/2019 and XX/XX/2019 are reported as paid on time. If XXXX and XX/XX/2019 were paid n tune, then it is impossible for XX/XX/2019 and XX/XX/2019 and XX/XX/2019 to be late because XXXX, XXXX and 150 days did not pass. You can not be 120 days late and on time for the preceding XXXX and 60 days. This is inaccurate and I demand my credit report be updated to show never late for XXXX, XXXX and XX/XX/2019.
I demand Mohela update this account information even though it has been refinanced because it is still reporting on my credit profile as late and is dragging my credit score causing it to be low and ineligible for extensions of credit.
|
| 11/05/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I submitted on-line dispute twice to all three credit bureaus ; XXXX, XXXX and XXXX to have them to update my student loans in the amount of {$97000.00} as paid in full and that the account has been closed. Pay off date which is listed in the letter is XX/XX/XXXX. Mohela which is a Department of Education Servicer sent two letters to me to notify me and stated that they have contacted and sent this information to all three credit agencies. When I received the update from XXXX and XXXX nothing has change on the credit file ; the amount of {$97000.00} is still outstanding, which effects my credit debt ratio and the account is still open.
Mohela has been contacted again and stated they will try again and reassured me this information regarding pay off is still listed on their website However, I have retain personal copies of both letters. I tried a third time by submitting the same information in writing along with copies of the letters from Mohela only to receive the same results.
For the third time I submitted the same information in writing to all three agencies, along with copies of the both letters from Mohela, only to receive the same updated information as of XX/XX/XXXX that the amount of {$97000.00} is still outstanding and the account is open and not closed. I gave both XXXX and XXXX a call and spoke with a representative. Both stated that they did not receive any information from me or Mohela and that this information will remain until paid in full and even after being paid in full the information will remain on my credit file for the next 10 years.
|
| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
|
Mohela has not updated my PSLF payment accounts correctly after a year of waiting. There were two different loans on the account, unsubsidized and subsidized, and one was updated and forgiven, and one was left with no updated payment counts.
When student loans have entered back into repayment ( which should not happen for me because these loans should be forgiven ), Mohela 's delay and incompetence has caused my loans to enter into repayment. As a matter of principle, I refuse to make another payment on the account because the loans should be forgiven in full.
In order to gain more time for Mohela to do it's job ( which I have no faith they can do ), I submitted a forbearance request because I am not paying them another dime. However, as of XX/XX/XXXX, they gave me a letter that stated " sorry, we're not able to process this for 90 more business days, during which time you will be responsible for paying your loan. '' This is absolutely unacceptable and incompetent. My loans should have their payment counts already updated. My loans already should have been forgiven. While having to wait on this delay, it should not take 90 days for them to pause their own payment process and substantially negatively impact my family.
Mohela has consistently done the wrong thing every single time given the opportunity in the past two years for both myself and my husband. He's had to file XX/XX/XXXX complaints, a CFPB complaint, and a complaint with his US Representative against this company.
Their contract needs to be canceled and their company fined for mismanagement.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I received confirmation from Mohela on XXXX of my loan repayment auto-debit withdrawal request which should have drafted my first loan repayment on XX/XX/XXXX as required. They did not draft my payment and I then submitted a one-time payment via the website on XX/XX/XXXX. I then resubmitted my auto-debit withdrawal request, and received confirmation that Mohela processed it on XXXX. They did not draft my payment for XXXX either as of today, XXXX. Upon checking my account, I discovered that all of my loan accounts have been placed in forbearance until XX/XX/XXXX. I received multiple messages from Mohela in early XXXX related to my PSLF status but did not receive any correspondence related to a forbearance period.
I called and spoke with XXXX, a Mohela customer service rep, who confirmed that Mohela placed these accounts into forbearance status for all account holders who did not have payments processed properly. They stated that this way no one would risk having late payment fees or accrued interest charges. XXXX XXXX today, I owe nothing on my account until " sometime in XX/XX/XXXX- I can not confirm a due date yet. '' My loans are enrolled in the SAVE program ( formerly XXXX ) and should be under repayment as of XX/XX/XXXX like all other student loans. The rep did confirm that the months in forbearance DO count against the total months of forbearance use available to a customer for their particular loan. I do not understand how they are able to count off months of forbearance allocated to your loan accounts for their inability to process payments properly.
|
| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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My student loans were services by FedLoans for the PSLF program. I started working a qualifying employer in XXXX but them switched an began working for a state government agency in XX/XX/XXXX consistently. At that time I had finished my XXXX XXXX XXXX degree and was starting my XXXX program. I spoke with FedLoan regarding the process for the PSLF program and if I would begin making payments on my loan at the time I started working for the state would those payments count. I spoke with 2 different representatives and both informed me that my payments would not count because I would have to consolidate all of my loans prior to starting my PSLF. So they kept my payments in in-school deferrment while I attained my XXXX. I continued to work for State Agencies throughout that time and finished my XXXX program in XXXX. I then consolidaeted my loans and began my PSLF program. Each year since XXXX, I have submitted my PSLF certification and it reflects my time from XXXX but none of the time counts due to it not being in payment status even though I asked repeatedly if this time would count and was given false information.
I also have inquired about the months of XX/XX/XXXX and XX/XX/XXXX, as these payment were not counted towards my forgiveness time even though I made payments these month. For XX/XX/XXXX, it states no bill was due at that time, but there was and I made my payment that month. For XX/XX/XXXX, On the system it reflects that my employment was not certified even though they have the applications and have approved my employment during his time period.
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| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XX/XX/XXXX, I submitted a Public Loan Forgiveness form for a previous employer, The XXXX XXXX, who owns a number of charter schools in the state of Michigan. I worked for this employer as XXXX XXXX XXXX from XXXX to XXXX in a charter school owned by them, XXXX XXXX. The organization was not approved as an eligible employer even though their business lies in public education. I have many qualifying payments during this time of employment for PSLF, however, since MOHELA and the Department of Education are not deeming The XXXX XXXX as eligible as a qualifying employer, these payments are not counting towards my forgiveness. If they did I would have over the 120 qualifying payments to be forgiven. To add to this situation, I have asked MOHELA for a review of the employer and supplied additional documentation to them on how XXXX XXXX, owned by XXXX, is a public not-for-profit. I do not believe they read through any of it and still denied the approval because XXXX writes the paychecks. Lastly, I filed for a reconsideration request in order to get XXXX approved as an eligible employer so my payments would count. I did this through the Federal Student Aid website on XX/XX/XXXX. Today, XX/XX/XXXX, I spoke to two different individuals from Federal Student Aid who were not able to access this reconsideration request and could not tell me anything about it. I am beyond frustrated as MOHELA and Federal Student Aid/Department of Education have made this so hard for me when I have been teaching in public education since XXXX and should have my student loans forgiven.
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| 02/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX, I submitted THREE PSLF Employer Verification Forms to MOHELA in order to verify additional employers with qualify payments under the one-time PSLF waiver. On XX/XX/XXXX, MOHELA responded to the first of my three forms, and stated the form was " missing employer information. '' It was not. I called MOHELA on XX/XX/XXXX, and I spoke with a customer support agent who manually looked at the form, and said, " it looks good to me ; I will resubmit it. '' On XX/XX/XXXX, I logged on to MOHELA 's self-service website and noticed all three of my forms were now marked as " duplicate form. '' They are not duplicates. They are THREE different forms with different employers to verify under the one-time PSLF waiver. I called MOHELA again on XX/XX/XXXX. I again spoke with a customer agent. The agent stated, " I see what you mean ; these are not duplicate forms. I will reprocess the forms. '' As of XX/XX/XXXX, all THREE employer verification forms are still marked " duplicate form '' on MOHELA 's website, and no additional action has been taken. On XX/XX/XXXX, dealing with another problem with MOHELA, I spoke with a level-two support agenda, on the customer escalation team. I asked if she could take a look at my PSLF forms too. She stated, " I will mark them for re-processing again, but they all look good to me. '' While I understand the transfer of the PSLF program from XXXX to MOHELA has taken time, and MOHELA is currently stating 60-90 wait periods, I did wait. My forms were completed on XX/XX/XXXX. MOHELA 's errors in processing them are causing delays.
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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I am a student loan borrower that has successfully completed 120 payments and qualifies for XXXX XXXX XXXX loan forgiveness under the terms of my current student loan. Under the previous loan servicer I was able to update my employment history at anytime to certify my employment that ultimately approved my qualifying payments. My last qualifying payment for this loan was in XXXX of 2022. I finalized and submitted my last piece of documentation to XXXX XXXX ( old loan servicer ) in XXXX, 2022. I then received information that my loan was being transferred to MOHELA. MOHELA did not have record of my final documentation to forgive my loan. I created and sent an additional final document to MOHELA in XX/XX/2022. I am still waiting to have this processed or any useful information sent to me. There is virtually no way to contact MOHELA as wait times on the phone have been 2-3 hours on hold and I have had to hang up. They also say that my form needed 90 days to be processed. 90 days is 3 months of paying for a loan that I should have forgiven. I see that there are many claims of other customers that are in my same position. We all want our loans reviewed and forgiven or at least acknowledged as customers, instead of waiting 90 days for a form response. I know there is a government freeze on federal loans but I want this taken off my credit report so I can financially do other things with my life. I have dedicated my entire career to public service for this opportunity and it has now been 7 months of no information or ability to properly contact the company.
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| 09/07/2021 |
Yes |
- Student loan
- Federal student loan servicing
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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In light of my new understanding of consumer laws, I've discovered that Mohela is in violation of the law when it comes to my consumer report. They are in violation of the following US Codes : 15 U.S. Code 1681 ( 2 ) ( i ) : report containing information solely as to transactions or experiences between the consumer and the person making the report 15 U.S. Code 1681 ( 2 ) ( iii ) : communication of other information among persons related by common ownership or affiliated by corporate control, if it is clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons and the consumer is given the opportunity, before the time that the information is initially communicated, to direct that such information not be communicated among such persons ; ( No disclosures were given ) 15 U.S. Code 6802 ( b ) ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
( I was never given the option to Opt-Out )
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| 04/03/2020 |
Yes |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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During the week of XX/XX/2020, I called the private student loan lender of MOHELA XXXX XXXX stating that I am unemployed and my XXXX is going bankrupt due to the COVID-19 pandemic. I asked for an interest free deferment. I was only offered a 3 month forbearance. I told the representative that I am not interested in a compounding ( capitalizing ) on the principal term. She reassured me twice that it is non-capping. I agreed to this non-capping term. On XX/XX/2020, MOHELA XXXX XXXX wrote me and stated they approved me for a 3 month forbearance that is capitalizing and placed me into this. I was lied to on the phone and put into forbearance terms that will cost me thousands of dollars. This needs to be investigated.
Also, the government needs to make private loans deferred during this time, as only federal loans are deferred for 6 months and all people with private loans are being forgotten about while we have no income. These private loan policies are predatory. There also needs to be legislation to update the bankruptcy law to eliminate student loans for people who are going bankrupt related to COVID-19. We need help. In a chapter XXXX bankruptcy, student loans are not discharged even in the midst of this natural disaster. In a chapter XXXX filing, they ignore your student loans and put them into forbearance for 5 years while other debts are paid and can you imagine how much someone's life is ruined after 5 years of interest being added to a principal loan balance that is over {$300000.00}? The system is broken and creating indentured servitude.
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| 08/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They will not tell me when my case will be resolved.
I spoke to a representative on XXXX, XX/XX/XXXX, XXXX XXXX for over one hour. The associate said that they had the payment count information from my previous loan servicer, but they could not count them towards my total. It must go to a separate counting department. I asked for the length of time that would take to resolve, and he said he could not provide that information. I believe this should be resolved as soon as possible, since my case was first filed with Mohela in XX/XX/XXXX.
COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Student loan ISSUE Dealing with your lender or servicer Previously, they erroneously counted my qualifying payments. According to their website, every month has counted as qualifying for XXXX between XX/XX/XXXX and XX/XX/XXXX which is XXXX, however, they only list XXXX in my qualifying payments. Additionally, My consolidation loan was disbursed in XXXX, however no payments were counted prior to XX/XX/XXXX. All payments have been on time.
I began employment at XXXX XXXX XXXX XXXX XX/XX/XXXX. All employment has been verified. I filed for TEPSLF in XX/XX/XXXX, was then transferred to Mohela. spoke 3 times to Mohela representatives who assured me the 36 months would be counted, but they were delayed in counting TEPSLF-compliant payments. I ask the 36 months to be counted as verified which brings my count to XXXX qualifying payments for the program.
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| 08/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My Direct loans ( I have many from many schools ) were transferred to MOHELA. I left my latest school XXXX XXXX XXXX and applied to start paying my loans off immediately. I applied for a new income-based payment plan through the federal aid website and was approved through Federal Aid that also transferred the required IRS information . However, after applying twice, MOHELA denied my payment plan. The only way to contact them ( no email or forms ) is through a phone number. I got two email rejections. My current plan is asking me to pay over {$3000.00} per month. I can not. When I called today, on XX/XX/XXXX, the customer service representative was not helpful at all. She said that I was denied because I need yearly tax returns for each year I was in a income-driven repayment plan! My first graduate loan was in XXXX. I would have to give them 23 years of tax returns. When I noted this, she said, " yep. '' I then said that does not make sense. The requirement from Federal Aid is that I need last year 's income tax to determine my future payment? Why would I need 23 years of tax returns? I owe a lot of debt and am trying to pay it, but MOHELA puts almost nothing in writing, just a note that my application was rejected, but there are no details until we call. This makes no sense. I had these loans all my life. No servicer ever asked for years of returns. They ask for last year. Even mortgage companies never ask for more than one or two. I don't have that information, and the IRS only goes back to XXXX. Many years, I was in forbearance or deferment.
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| 11/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I consolidated all my loans to Mohela. I have had to make several phone calls to them during the consolidation/ repayment starting period. Each time is more than an hour wait on the phone. Each time is someone different who gives me incorrect information leading to another call to Mohela. On XX/XX/XXXX I was denied IDR even though I met the criteria. After speaking with someone, they told me I did qualify, so on XX/XX/XXXX I was approved for IDR. In XX/XX/XXXX I noticed another error with only 2 of my 6 qualifying loans being included in my IDR plan, so I called again ( XX/XX/XXXX ) to figure out why I was placed on administrative forebearance. I was told I needed to provide income info, which I did and was told my payments on SAVE plan would be XXXX. Two days later when I called with my tax info, I was was told my payment would be {$42.00}. So XX/XX/XXXX IDR approved again, XX/XX/XXXX it was canceled completely. I receive notice all my IDR was canceled due to not providing tax info, which I have provided numerous times via phone calls after waiting more than 60 minutes to speak with someone. So with XXXX on XXXX tax of XXXX, family of XXXX, I am told I now owe more than {$800.00} due by XX/XX/XXXX, while my tax documents sit in " being processed '' status since XXXX. My husband is permanently XXXX, and I work for non- profit as primary income provider. I can't afford to pay {$800.00} this month, I met all criteria for SAVE and should not be responsible for an incorrect bill because Mohela can not do their job. This feels fraudulent and illegal
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| 12/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/22 I filed my first XXXX application under XXXX which was the loan servicer I had selected after being informed I was required to consolidate all of my loans in order to qualify for the XXXX. XXXX of these loans is currently in a borrower defense application that is also being ignored and according to the the XXXX XXXX XXXX falls under the XXXX XXXX dispute and should have been absolved, but has yet to have been taken care of. I was instructed by studentaid.gov that the loan even after consolidation can still be seen and resolved so I followed their instructions. XXXX sold my loan to Mohela and they removed my initial application for XXXX. I filed again on XX/XX/22 they cancelled it with no reasoning and long customer service waits and multiple emails with no responses I finally was told it was missing employment certification, which it is not. I was then told to send employment verification again separately just in case and was walked through how to do that. They deleted that document. I refiled again XX/XX/22 They marked that as duplicate and once again I was told to submit employment verification which is showing as still processing as of XX/XX/22. I have called XXXX times and emailed and been given multiple different responses along the lines of not received, still processing, and we don't accept that method of verification. Yet nothing has moved forward. I did receive a letter at one point that appears to have processed the application but does not list ANY of my payment history there are XXXX years of payment history missing.
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| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I submitted paperwork and was approved for the XXXX XXXX. I have worked the same non for profit and had my loans for 14 years. Then I get a message from Mohela that my student loan payments have started back up and I was confused b/c last I heard all my payments were forgiven. I first called Mohela and the person I spoke with stated that sometime during my process XXXX changed criteria and no longer accepted " copied/scanned '' signatures ; they needed to be " wet '' signatures. So the application that student loan.gov will not accept/approve b/c of copied/scanned signatures from my employer which means the system shows I still OWE THE PAYMENTS and now I '' m 39 days past due. I called Mohela XXXX other times. All conversations documented. I'm currently been on the phone with Mohela for XXXX hour XXXX mins. I was talking with a representative that put me back on hold forever then told me he had to transfer me to someone else?!?!?! Guess what, I'm still on hold!!!!! His name is XXXX employee number XXXX. The time before this I spoke with a lady that stated she will put my loans in " deferment '' until my application has been processed and approved. I have XXXX reference numbers- # XXXX and XXXX. Seriously!?!?!?! is this acceptable treatment of customers???!?!?!? I am at work trying to do my job as I wait on the phone. This is horrible. Everytime I call, I get different answers!!! AND I'm not getting anything resolved and I am NOT paying b/c I know when my application is approved, I will have to wait to receive my money back from the government!
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| 01/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Hello, I recently received forgiveness of my student loans through PSLF. My loans should have been forgiven years ago. When I consolidated in XXXX, it was a person over the phone who consolidated over 20 loans. I expected my loans to be forgiven after I met my obligation and was told I did not consolidate correctly. The government did my consolidation ( over the phone- before you could go online to do it yourself ). So, I was a candidate for XXXX. After a fair amount of difficulty, I finally got the letter last week indicating forgiveness. Yay! After all of these years as a public servant.
The problem is I overpaid by 32 payments and they will not refund my overpayments once again because of rules they made up. So some people will get it all back, others none. Also, I paid {$2000.00} through the XXXX until XX/XX/XXXX when I launched this application and realized it was likely to go through this time. I expected I would get the money back through XXXX. I reached out to their servicer, Mohela, today. They will no longer consider giving me my money back now because they have XXXX my loans. Whereas before they XXXX my loans, they " may '' have returned it ( I paid from XXXX XXXX XXXX so yeah, entitled to a refund ).
Every step of the way, this has been a dishonest, difficult process lacking in transparency. Seems pretty clear to me. XXXX payments. Refund people. Stop the madnessXXXX XXXX was signed into law. Pay people back who paid through that period.
I am actively pursuing legal support at this point. It's not okay, and it needs to stop.
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| 10/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been trying to get a clear answer about old XXXX loans and loan forgiveness for MONTHS. I talked to MOHELA initially, and they told me that I might be eligible, but I'd have to consolidate, but they couldn't tell me for sure, and they couldn't tell me if I'd lose all the time I've been paying ( XXXX years ). So I tried studentaid.gov, but it's unclear on my specific situation. Now, I can't get through to a real person at either MOHELA or Studentaid.gov. The information is conflicting, and I don't know whether I need to consolidate to take advantage of debt relief or not. I think the deadline to consolidate my type of loan might have already passed, or is about to pass, and I STILL don't know whether I should consolidate. I can't figure out whether I will lose all my years of repayment if I consolidate into the types of loans it is offering. After almost 20 years of repayment and still owing more than half, I think I deserve a chance for debt relief. But I don't want to start over on the number of years I've been paying unless it will really help. By my calculations, if I consolidate and I end up not being eligible, then I will pay thousands more than if I just continue on my current path. However, I'm not 100 % sure, because I can't get a report that shows me how much I've already paid, total, in 18 years. The report only goes back to XXXX Further, it looks like the only loan I could consolidate into would more than triple my current payment. I can't pay {$1500.00} a month on the hopes that my loans will be forgiven. So frustrated.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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When I completed my application in the terms it stated that I would receive notification from MOHELA to verfiy what loans I wanted to consolidate. I also received the notification when I submitted my application on the studentaid.gov website. I never received a correspondence from MOHELA to confirm and verify the loans I wanted to consolidate before they finalized it. There was one loan that I was wanting to not include after my application submission due to concerns that I had. My total loan balance was approx. {$190000.00}. I had spoke to MOHELA on the phone in XX/XX/XXXX as I was waiting on them to send the letter to verify my loans and consolidation request and was told by a rep that they MOHELA didn't send a loan statement because I had applied for PSLF and needed to consolidate quickly so MOHELA could meet the XXXX deadline. This is what the agent told me as to why it wasn't sent to me. Unfortunately, when MOHELA took possession, my loans totaled {$200000.00}. I first inquired about this on XX/XX/XXXX. MOHELA responded XX/XX/XXXX and failed to address my question and concern. All they sent was a copy and paste to FAQs. I then sent another message XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Every response has been a them ignoring the question. They have requested to me to call, however due to my schedule, their own disclaimer about wait times etc., and me wanting to have things documented I have been clear I would like the information via written as it is an contact option for consumers. They have failed to answer appropriately.
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| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Ive submitted an application for an income based repayment plan ( SAVE ) on XX/XX/XXXX. Prior to this I was on REPAYE. Since submitting my application, my account was put in administrative forbearance and interest is accumulating - Ive called numerous times to see about the status of my IDR application ( just says in process on my end ) and most recently XX/XX/XXXX was told it was processed but waiting to get pushed through. I was told all applications through the end of XX/XX/XXXX had been processed. Its been over 2 weeks since then, and I have not been able to get more updated information about the status. My loans will exit forbearance on XXXX ( I was told to my previous payment plan ) however the site states I will enter the standard repayment plan ( XXXX XXXXXXXX ) even though I was previously on ( REPAYE ) but I have not been able to get and answer as to why this switched to standard.
Ultimately Ive been told for over 2 weeks my application for PAYE IDR has been processed, but it has still not been updated on my end and I continue to accumulate interest ( which would not be the case with PAYE ) and remain in administrative forbearance. No one seems to be able to find anyone who can speak to my administrative limbo situation, and when trying to get more senior customer service representatives Im told there are none available. In 3 weeks I will be defaulted to a high standard monthly payment ( which is also an error as I was not on this plan previously )- Im so incredibly frustrated that I can not get any of these things resolved.
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| 05/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello I am requesting help with getting my student loan payments during the pandemic pause refunded as provided for under the CARES act. I recently had my loans consolidated and transferred to MOHELA for PSLF. Before doing that I requested with my previous servicer, XXXX, to claim the refund for the voluntary payments I made on my federal student loans during XXXX. They did not process the refund before the loans transferred to MOHELA. I then contacted MOHELA after they were servicing my loans and made the same request, knowing that I was eligible for forgiveness soon. Now MOHELA has XXXX my loans but I still have not received the refund for the covid payments. I requested the refund multiple times with both servicers prior to discharge and prior to any consolidation and have really been getting the runaround. I know that in the CARES act if a person requests their COVID voluntary payments on valid federal loans that they are entitled to those payments back. In my case it is a lot of money because I paid into the loans heavily during the pandemic pause since there was no interest and I was not sure if the PSLF process would actually work. It is something around XXXX XXXX dollars that I am entitled to under the CARES act for all the payments I made from XXXX to XXXX. That is not a small amount of money and I just want the benefit of the CARES act as provided by law. I filed a dispute case with the ombudsman for federal student aid on XX/XX/XXXX and after waiting over three months for a response I still have not been contacted by anyone.
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| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello, My name is XXXX XXXX. I am a XXXX XXXX XXXX resident of XXXX XXXX Iowa. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. After I return to the United States I attended XXXX XXXX XXXX XXXX. Although I received a full tuition scholarship, I took out loans in order to afford a place to stay and feed myself.
I graduated XXXX school in XXXX and since XXXX of XXXX have been on the XXXX waiver. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
During the pandemic my servicer left the student loan market and my loans were transferred to mohela. Because I knew student loan payments were resuming this month, I began filing my paperwork months ago. I knew that the month of XXXX was going to be a disaster for these companies and so I really wanted to make sure that I had everything in order. I applied for and was put on the SAVE repayment option. I received notification that I was accepted on an IDR repayment plan on XX/XX/XXXX of XXXX.
On XX/XX/XXXX I received a letter from Mohela, without my request or acquiescence, that all but one of my loans were being put into " administrative forbearance. '' Although this will save me money in the coming months, it means that my payments while in forbearance will not count toward my PSLFXXXX payments goal.
This is unacceptable. My tax dollars have gone to fund payment to servicers like mohela, and despite knowing for over a year now that repayment was to begin, they are not ready.
It is unconscionable that borrowers are put into this position. Please help.
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| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I initially applied for public service loan forgiveness back in XXXX of XXXX when the designated lender was XXXX. After multiple months of back and forth with them on the processing of my application I finally received confirmation that I had met the necessary threshold for forgiveness however I was notified that given the ending of their contract with the Department of Education that my application would be forwarded over to MOHELA for completion. Since that has taken place many months ago I still have not received any notification from MOHELA on the status of my loan forgiveness. In fact the information that they have noted on my payments is incorrect and I have contacted them on multiple occasions via phone and email to indicate such. I even resubmitted my public service loan forgiveness application and certifications to them again so they could see the discrepancies and all they did was cancel my duplicate application. Every time I have made attempts to contact them to gather information on the status I keep being informed that they have an influx of applications and it's going to take a long time to process. I'm told it'll take 30 days, then 60 days, then 90 days by now it has been practically 6 months since MOHELA has had my application and I still have heard nothing about correction to my payments nor whether my loan has been forgiven.
I have emailed them about this on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I have called them on at least 3 occasions but unfortunately I have not taken down those exact dates.
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| 12/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
Servicemember |
|
I contacted Mohela in XXXX to ensure that I had active in-school deferment. They processed my request and issued a message that my in-school deferment was active. In XXXX, an automatic debit of {$280.00} was taken from my checking account, thereby overdrafting my checking account on the Monday before XXXX. On calling, I was informed that my in-school deferment expired on XX/XX/XXXX, thus my account was in repayment and I was debited on XX/XX/XXXX. I was told that I would need to find and download the in-school deferment form and have my school complete it. I was also told that the refund for this debit would take 7-10 business days to approve and process, and that no overdraft fees would be reimbursed. I asked how my account was setup to autodebit when I had never set this up on my accountnot only did I not sign up for this service, I never provided them with my bank details. They could not tell me how or why this was done without my consent. In fact, the Resolution Specialist requested a copy of my bank statement to show that my account was overdrafted due to this erroneous debit.
After XXXX days, my account is still listed as in repayment and I have received no messaging or confirmation that I had been placed on deferment or that my refund is processing. I am concerned that their debiting process will continue to be an issue and I question its legality. I have not had an autodebit for student loan repayment setup since the servicer I had in XXXX. That was XXXX servicers agoI have been moved from XXXX then to Mohela since then.
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| 12/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have made over XXXX payments on my student loans and have been employed in nonprofit ( public schools & state universities ) for over 25 years. I have detailed records of being advised against XXXXXXXX XXXX. Once in the XXXXXXXX XXXX I had forbearances added to my account without my knowledge because I took graduate classes ( this automatically prompts the system to add a forbearance ) so I have payments that were made that will never be counted against my loan. After 25 years I still owe over {$10000.00} and have only XXXX payments count as qualifying for the loan program despite making many more payments. The current provider ( Mohela ) has several inaccurate things on my account which I have been unable to correct. These include saying that the loans are waiting to be consolidation ( have been consolidated over 5 years ), saying they are waiting for employment certification ( I have records of submitting the appropriate documentation ) and they sent me a letter that my account was being processed and my request for discharge would be answered in XXXX business days. It has been over 70 days and I have no correspondence. They have no mechanism to talk with an account XXXX. I have waited on hold for hours, been cut off several times and have had customer service agents run me in circles and then hang up. I have detailed notes on everything and am often reduced to tears because of the situation. I don't know where to turn or who could help me. My loans just keep rising due to being from the early 1990 's and having high interest.
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| 09/01/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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I tried to resolve this early in 2022, and assumed the loan was real since I have two XXXX XXXX from different universities.
The Washington State Attorney General 's Office tried to resolve it, but Mohela refused to answer their calls and requests for information.
When I just did my annual credit reports, I found the information is still on my XXXX and XXXX and my complaints of it being false information last year have been deleted.
Having just finished a XXXX XXXX in XXXX XXXX with XXXX loans, I called to get into the REPAYE program, which is required if you have delinquent payments or charge offs/defaults. I was told I have none and needed to call the XXXX XXXX XXXX XXXX.
I called the XXXX XXXX XXXX XXXX, and was told I've never had a XXXX XXXX loan and that Mohela is precluded from buying a XXXX XXXX loan, servicing a XXXX XXXX loan or anything else to do with XXXX XXXX.
I was advised to file a complaint with my state Attorney General again, and to file a complaint here, also.
It's straight up fraud. I don't have and never have had a XXXX XXXX loan and Mohela has never been my servicer. All my XXXX loans have been serviced by XXXX XXXX, and recently got taken over by XXXX.
I have applied for and completed the process for all my loans to be consolidated into the SAVE program. I could not do this if I had any loans deliquient, in default, or claim charged off.
Yet Mohela is trying to collect {$1700.00} from me, through fraudulent reporting to credit bureaus.
I have proof all my loans have been consolidated into SAVE.
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| 08/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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To Whom It May Concern, I am on an IDR plan ( REPAYE ) for my federal loans. I was with Great Lakes before COVID pause, then with XXXX XXXX, and now with MOHELA ( account number XXXX ). My loans was transferred from XXXX to MOHELA in XXXX.
When I was with XXXX, I received emails instructing me to recertify my income in order to continue being on IDR plan although no income recertification was required during COVID forbearance period. Following misinformation by XXXX, I recertified my income on XX/XX/XXXX and the recertification was approved on XX/XX/XXXX. The recertification resulted in much higher payment compared to my payment right before COVID forbearance in XX/XX/XXXX.
It is due to XXXX 's misinformation that I am now punished for trying to follow my loan servicer. I should had had the same benefits as everyone else because we were not required to recertify income during COVID forbearance.
I have tried to have this fixed by calling MOHELA and but the conversations have not been fruitful. They told me they could not undo the recertification even though from researching online and discussing with others who were in the same situation, they were able to get their recertification undone.
Attached documents include : 1. My recertification application on XX/XX/XXXX XXXX. Proof of my monthly payment with XXXX XXXX right before COVID forbearance ( the last email for monthly payment due on XX/XX/XXXX ) 3. My recertification receipt on XX/XX/XXXX ( when I was falsely asked by XXXX to recertify despite being on COVID forbearance )
|
| 12/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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On XX/XX/XXXX, I received an email from the U.S. Department of Education stating that I had missed a payment on my student loans. I logged on to Mohela on XX/XX/XXXX, and noted that I had an overdue balance of {$410.00}. However, I confirmed that my monthly auto-debit was active, and that I had received an auto-debit withdrawal confirmation from Mohela on XX/XX/XXXX. However, no payment was ever withdrawn from my bank account in XXXX. I attempted to call Mohela on XX/XX/XXXX, but could not get through to a representative. I also tried calling on XX/XX/XXXX and XX/XX/XXXX, but could not get through to a representative. I manually entered my payment for {$410.00} on XX/XX/XXXX and on XX/XX/XXXX, my payment of {$410.00} was posted on the Mohela website. My auto-debit of {$420.00}, which I had confirmed was active in XXXX, was withdrawn automatically by Mohela on XX/XX/XXXX.
On XX/XX/XXXX, I logged on to Mohela and noted that my student loans were listed as being in forbearance. However, I never received any notification that my loans were going into forbearance. Additionally, my auto-debit of {$420.00} was never withdrawn for XXXX. My next auto-debit is listed as being planned for XX/XX/XXXX. I have not received any information or communication from Mohela regarding why my auto-debits are not being withdrawn monthly, particularly as it shows as being set up monthly on my account, nor any information about why my account is in forbearance. I attempted to call Mohela XX/XX/XXXX and again, could not get through to a representative.
|
| 11/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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For XXXX months in a row ( XXXX and XX/XX/2023 ) the amount Mohela states on their website I owe is different than the amount of my income driven repayment plan. Both months when I have submitted a payment ON TIME they have continued saying I am past due on my account even though I paid an amount greater than the amount owed. The XXXX month I thought I had made a mistake however this repeated the next month as well. At this point I have made XXXX payments ( XXXX XXXX and XXXX ) on my account this month all greater than the listed amount owed prior to or on the due date ( XXXX ) however the website continues to say I am past due. When I attempted to pay this amount XXXX TIMES the website makes me toggle over the loans I am paying and after I do so it gives me a different amount owed. XXXX DIFFERENT AMOUNTS, always higher than the " amount due '' and once paid I am continued to be past due. I have called twice, spent XXXX hours on the phone on XXXX and was disconnected when the " supervisor '' finally answered the phone and received no call back despite being told I would receive a call back if we were disconnected. I call again today on XXXX and am told I have a different overdue amount that yesterday despite not making any further payments and all XXXX previous payments had cleared my bank account prior to yesterdays phone call. I have now been on hold for XXXX hours and XXXX minutes waiting to talk to another supervisor. All I am trying to do is pay the accurate amount owed and no one there can even tell me how much that is.
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| 12/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have federal student loans and should qualify for public service loan forgiveness. My loans were serviced by XXXX and I applied in XX/XX/XXXX and certified 24 years of public service ( yes more than just since XXXX ) after finding out that years of yearly certification forms that I faxed to XXXX were not documented.
My last PSLF update count was this spring at XXXX. With the announcement that there will be a one-time forbearance count added ( if more than 12 consecutive months or 36 months total ), I should be well over the 120 months. I understand that there were some adjustments last XXXX and the adjustments restarted in XXXX.
My loans are now with Mohela. My complaint is that each time I call to speak with a representative about my forbearance counts being applied, I get a different answer- ranging from forbearances wont be counted or counts wont be done until XXXX ( which is incorrect because a multitude of others in a similar situation have had theirs applied and are now loan free ). I filed a complaint with XXXX XXXX XXXX on XX/XX/XXXX. I was supposed to get a response within 15 days but still have received nothing and it is XXXX.
Due to the transparency of the large social media groups regarding PSLF, there appears to be disparate treatment of loan holders- no transparent system or order to forgiveness. I can not get any answers on what if anything additional I must do. It is frustrating as I see others who applied for PSLF almost a year after I did have their forbearance months applied and now have forgiveness.
|
| 05/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am a XXXX XXXX who has met the requirements of Public Service Loan Forgiveness. Mohela is my loan service provider. I reached the required 120 payments in XXXX of XXXX. My application for forgiveness shows as " processed '' in XXXX of XXXX. I called and spoke to numerous Mohela representatives and was told multiple times that I qualified for forgiveness and that there was nothing else I needed to do. I specifically asked them at least twice if I was clear to leave XXXX XXXX at the end of this school year since I have satisfied all requirements for PSLF and was told yes. There has been no update on my account since XXXX. I have called again, numerous times to Mohela, to be told that they are waiting on Fed Loan Servicing to send the approval to them and that there is no one to contact to see where my application is on their timeline. I find this very unprofessional. There is no one that can tell me where my account is in the process of being updated and loans forgiven? Yet Mohela told me numerous times I was good to leave XXXX XXXX? I declined my employment contract this year based on FALSE information from Mohela. Now I am told that I must be employed by a qualifying employer at the time of forgiveness or else I have to start the whole process over. That is insane. My last day of employment is XX/XX/XXXX. I am praying and hoping that someone here can help expedite this process given that I followed all procedures correctly on my end, but was given FALSE information from Mohela. I appreciate any help you give in this matter.
|
| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I consolidated my federal student loans in 2022 during the PSLF special waiver window. My loans originally and correctly were displayed on the MOHELA website as one consolidated loan. MOHELA subsequently separated the consolidated loan into a " subsidized '' portion and " unsubsidized '' portion, which is itself not congruent with a single consolidated loan. My primary complaint is that MOHELA displays different qualifying payment counts for the " subsidized '' loan ( 83 payments ) and the " unsubsidized '' loan ( 99 payments. Even if separated into two separate loans, as part of the legal terms of consolidation these two loans should each have 99 eligible payments -- the same number. I've contacted MOHELA customer service multiple times about this and they indicate by phone that the loans will eventually have the same higher payment count. However, they give no timeline of when this will happen, they give no reason why the number is different, they offer no formal process for how I can make this request, and they do not communicate this in writing. At the moment the incorrect payment count would represent 16 additional months of repayment. Thank you for your help in requesting for MOHELA to update the payment count to the highest eligible for each loan ( currently 99 eligible and verified payments ).
The attachment shows correspondence from MOHELA that shows differing qualifying payment counts for the subsidized and unsubsidized loans. This was after a recent review of my loans on the same problem I submitted to the CFPB.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I now have Moehla from XXXX. I have never been able to speak to a human. When loan repayment kicked in XX/XX/XXXX, I prepared by submitting my IDR back in XX/XX/XXXX and asked to have my PSLF recertified. I am 7 payments away from full forgiveness and meet the 10 year of federal government service. My ide results which were not provided in XXXX so I did it again in XXXX and was quoted {$930.00}. Now I started with $ XXXX in loans for grad and undergrad and already paid off all my private loans ( my mom paid that ). In school I also paid {$25.00} a month since XXXX until XXXX when repayment begin. With help from my employed Ive paid off over $ XXXX and never paid more than {$600.00} a month. Well, Moehlas statement was {$920.00}. I used savings to pay it in XXXX, fearing I would have a hit to my credit. It was hard. I immediately emailed them and asked for a review. I did not provide the link to my taxes, instead providing my pay stub in which more than $ XXXX is taken out of my check. Moehla the quoted me {$230.00} a month then a week later they said I was in the SAVE plan and that ended up being {$1300.00} - thats completely unreasonable and this is basically like a payday loan place or a loan shark. I cant imagine how any of this is legal. As a former XXXX XXXX and employee of the federal government I am disappointed that this program cripples so many people. We can never plan for a future if our 4-6 year degrees plague us for years to come. I am not opposed to paying until it is forgiven but I want to pay a fair amount.
|
| 11/10/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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XXXX and the Department of Education are making it impossible for me lead & grow my corporation as the founder and CEO, of a SBA XXXX ( a ) registered company. The company was just denied a business line of credit and credit card by XXXX XXXX XXXX stating the reasons as delinquent student loans and limited credit profile. I paid the student loans to a {$0.00} balance and did not wait for the government to give me a free hand out forgiveness loan. I worked 365 days straight with no days off to save up to pay off the entire loan balance. Almost 5 years later, the Department of Education is tarnishing my personal character by listing erroneous information that doesnt accurately reflect my character. The Department of Education is listing my accounts as delinquent when I paid them to a {$0.00} balance. This is a clear case of discrimination in lending and a clear violation of my rights under the FCRA. How dare the XXXX XXXX XXXX representative criticize my ability to repay one credit card with a $ XXXX balance. Yes, I have repaid my one, open installment account to a XXXX balance every month since XX/XX/2023. At the age of XXXX and still leading an active/in good standing corporation for the last seven years in business, Id say we are an ideal business to receive funding from a traditional lender. But at this point its clear to me that the real reason for being denied a business line of credit for an established corporation with no derogatory reporting and an owner with good credit is only because of my race as a XXXX XXXX.
|
| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Mohela, the federal servicer of loans eligible for Public Service Loan Forgiveness, appears to be purposefully and willfully misclassifying my application for PSLF. It is apparent that they are conducting business in a manner to exploit both borrowers and the federal government to maximize the interest collected on loans consolidated to them, as evidenced by thousands of similar publicly available complaints relating to what can only be willful ineptitude.
I consolidated my loans prior to the XX/XX/2022 deadline, and submitted two employment verifications that covered a span of over 10 years. Despite communicating with them dozens of times, they still have not yet verified that two different local governments are eligible public sector entities. Additionally, they periodically send correspondence that states that 1 ) I have had no eligible employment, or 2 ) made no eligible payments, which I believe may be designed to dis-incentivize individuals seeking forgiveness.
The process for verifying eligibility should be simple, but Mohela is making it tremendously difficult, and is continually providing incorrect correspondence that could lead a person to believe they are not actually eligible when they indeed are. In some cases, Mohela staff state on the phone that they " need more time '' or to " give them another 90 days '' even after they have sent letters ( electronically ) that state " You have not yet made the required 120 qualifying payments necessary to be eligible for PSLF ''.
Mohela should be fully investigated.
|
| 01/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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For the past XXXX years, I have been a special education teacher in XXXX XXXX schools. My dates are as follows : XX/XX/XXXX to XX/XX/XXXX at XXXX XXXX XXXX XXXX, XXXX, MI XX/XX/XXXX to XX/XX/XXXX at XXXX XXXX, XXXX XXXX, MI XX/XX/XXXX to XX/XX/XXXX at XXXX XXXX, XXXX XXXX XXXX XX/XX/XXXX to present at XXXX XXXX XXXX, XXXX, MI All schools are verifiable in the database. At all times I was a highly qualified special education teacher.
They are denying me relief under the XXXX XXXX XXXX XXXX ( NOT PSLF ) because of XXXX and XX/XX/XXXX. I gave my last day as XX/XX/XXXX to spare my district from paying me for XXXX, which was an asynchronous day and no one would have shown up anyway. I also could have taken a paid sick day. Instead, I was honest and gave my last day as the XXXX so as to save my severely underfunded district money.
I originally was going to start on XX/XX/XXXX in XXXX XXXX but they said I couldn't start until the XXXX because they only did new orientation via XXXX on Tuesdays. I was literally precluded from starting before then.
Before I took ANY job, I always made sure it was in this database to qualify for forgiveness. I could have worked at a private school, a wealthy school, or gone back to practicing law ( previous profession ) but instead I relied in good faith on the XXXX XXXX XXXX XXXX. They are literally denying me my relief because of XXXX days. This is a slap in the face to all hard working teachers and the original drafters of this federal legislation. I welcome any help available. Thank you.
|
| 08/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
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After logging onto MOHELAs app today XX/XX/2023, I was requested to fill out an IDR application. Yesterday, XX/XX/2023 I had filled out an IDR application with the Federal Student Loan website.
In attempting to fill out this paperwork, MOHELA requested the adjusted gross income of myself and my spouse SEPARATELY. However, as I chose on the form, I file my taxes married jointly with my spouse. This means, as should be obvious from a very common federal form, I only receive a single adjusted gross income for my spouse and myself. There is no way to provide this information, there is no explanation for how it is supposed to be filled out on MOHELAs website.
When I called MOHELA customer service, it took XXXX minutes of menus to get to a live human being. When I spoke to this customer service representative they suggested that I fraudulently represent that my adjusted gross income and my spouses was the SAME, i.e. that our joint adjusted gross income was jointly double what it actually was. Upon pointing out that this would be inaccurate, I was put on hold for another 20 minutes only to have my call dropped without a call back or explanation of what I am supposed to do.
After this I tried to send a electronic message to the company. Instead of accepting and sending the message, MOHELAs website erased the message and signed me out. I do not have the time in the day to deal with their incompetence on this level. MOHELA needs to make a site that works and customer service that meets the bare minimum level of competence.
|
| 12/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I had student loans for grad school and XXXX through XXXX. I have been working as a XXXX XXXX XXXX XXXXXXXX XXXX since XX/XX/XXXX, which is a non-profit legal assistance law firm ( provides legal assistance to low income people in civil matters. ) Believing that I should qualify for 8 years of payments ( approximately XXXX of the required XXXX payments ) under PSLF, I applied for such before the XX/XX/XXXX deadline. I was required to consolidate my XXXX and grad school loans with Mohela to do this. I would never have consolidated these loans, except to get the PSLF ( my XXXX interest rate was very low ). Now, my loans are consolidated with Mohela, and I was approved for PSLF, but it is showing XXXX qualifying payments. Their website shows my PSLF application was processed on XX/XX/XXXX on the " documents received '' screen. My employer and I filled out the document correctly. ( Or if we did not, I never received any notification from Mohela that we did not. ) The only payments that appear to count, per their website, are the 4 since consolidation. It also states that it needs employment certification, but it processed that certification on XX/XX/XXXX. I should have about XXXX qualifying payments. This mistake if it stands will cost me over {$100000.00}. I submitted a question to Mohela and received a response on XX/XX/XXXX that I must call their XXXX. They did not attempt to reach out to me or to fix the problem. The same thing happened to my husband who XXXX XXXX at a XXXX XXXX He will make a similar complaint also.
|
| 01/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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Good morning, My student loans were transferred to Mohela in XXXX and then I called Mohela to find out about PSLF one time review that Biden set-up ( not the $ XXXX forgiveness for students who have grants but a review to see if my entire balance may be forgiven ) and I was told it would be in my best interest to re-consolidate my loans.
Following this recommendation, I reconsolidated and my loans were returned to Mohela on XXXX My PSLF payment count still shows zero and it has been 3 months. They have been telling me all along to give them 90 days to update my payment count. Now that it has been 90 days, they are telling me to wait 90 BUSINESS DAYS. This is ludacris. I know that they have a lot of loans to process, but I have spent hours and hours on the phone and no one can tell me anything except to wait.
I little while back I was told that they started working on my loans forgiveness on XX/XX/ and to allow 90 days from that date. But there still hasn't been any movement on my loans, at all. My payment count still shows zero, and now they are telling me to wait 90 business days? Prior to consolidation I had almost 100 payments. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Can you please help me? I applied for the one time review prior to the deadline of XX/XX/ and I am becoming VERY concerned. This morning I did an online chat with a gal names XXXX and she couldn't tell me ANYTHING except to wait 90 business days.
Warm Regards,
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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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
|
| 12/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
My student loans started off with XXXXXXXX XXXX I signed up with the SAVE plan for my repayment plan. With the SAVE plan my monthly payment was XXXX dollars. I applied for PSLF and was approved. I just got an email today that my loans were switched to MOHELA. I set up and account and found that my payment changed from XXXX dollars to XXXX dollars. I called about this and spoke with someone who advised me to upload my SAVE plan approval from ED Financial to my MOHELA account and that I would be transferred to the resolutions team to get my account fixed. I waited on hold for 3 hours just for an automated voice to come on the phone and say a supervisor was not available and for me to call back. Then I was hung up on. I called back 3 times and spoke with three different people who all gave me different information and who all ended up transferring me to a supervisor to which I yet again got sent to an automated voice saying a supervisor wasnt available. I have yet to get in contact with a supervisor. Nothing about my income or loans have changed. It should have been a seamless transition from XXXXXXXX XXXX to MOHELA. My Mohela account shows Im enrolled in SAVE but my payment amount now reflects XXXX instead of the XXXX dollars it had been the last 3 months with XXXX XXXX. I have a letter from XXXX XXXX that I was approved for save with a XXXX dollar payment for 12 months. I need Mohela to fix my payments as something has gotten mixed up or entered in correctly in their system during the loan servicer transition
|
| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Mohela has been unable to provide an accurate student loan payment history for my federal direct loans, and has been unable to provide an accurate refund of payments made during the COVID19 forbearance period. The refunds provided have been processed with no financial calculation data or payment history data to justify the amounts refunded. They have provided no accounting records to justify the actions that they have taken, the amounts they have provided as a refund, or a history of transactions for my account.
Per my bank statements, I have made payments of {$18000.00} during the course of the forbearance period between XX/XX/XXXX and XX/XX/XXXX, I initially requested an account history and refund of payments on XXXX XXXX XXXX and have called monthly to check on the status of my requests.
I have received a total of {$4900.00} of refund payments from the Department of Education over 5 separate checks as of XXXX XX/XX/XXXX.
There has been no account statement or documentation from Mohela to accompany these checks or justify the amount or refund. When I called Mohela to verify the payment amounts, they stated they had no other records of my payments and considered the refund request complete. I have no documentation from Mohela verifying that I have made a refund request. I have no statements from Mohela at all. the online portal only says that " Due to the status of your account, limited information may be available on our website. '' This company is committing fraud and negligence at a national scale.
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Just thought I'd sound in also! I just completed my XXXX year of repayment. I received my degree in XXXX and entered repayment that XXXX. I have been enrolled in the XXXX program since XX/XX/XXXX. I have made XXXX payments total and XXXX while employed as a Teacher for the Department XXXX XXXX. I borrowed XXXX, have paid back XXXX and XXXX says I still owe XXXX. That is worse than credit card debt. I had given up on the XXXX program until XXXX of last year. A whole year I have been back on the bandwagon and still no " forgiveness ''. I don't even want " forgiveness '' I just want acknowledgement that I am done. XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX and now Mohela. All of them have made money off of my loans. Even the XXXX says I have had XXXX in total loans ; but that is false. I have only ever received XXXX from any source of student loan. The rest of the XXXX is made up in interest that the companies tacked on over the years as they kept selling my loans to each other. The servicing is horrendous and the biggest scam this country has seen. I have been eligible to retire since XXXX but I can't do that with a level head until I know this loan is done. If I pay the balance they say I owe today, that would be 50 % interest. My current issue is noone is recognizing my payments from XX/XX/XXXX - XX/XX/XXXX. My guess is because my servicer at that time didn't report my payments. They keep telling me I am waiting on some IDR review. Everytime I call the XXXX expert tells me they will do a manual review but ......
|
| 09/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
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MOHELA/DEPT OF ED did not purchase the promissory note from XXXX : XXXX XXXX All allege contracts are completely fraudulent & the attempt to enforce a fraudulent contract is unlawful due to the contract being created through illegal activity of identity theft & power of attorney fraud. Please expedite the securing of the alleged information listed on your site in order to avoid me receiving further injury, damages, mental anguish, & losses due to me being a victim of identity theft. The FDCPA is intended to secure my right to privacy & my privacy has been breached. I am sure the removal of my information from your company records, and/or with any corporate aliates like XXXX, XXXX or XXXX to ensure my privacy rights won't be violated again due to my lack of consent. Please BLOCK & REMOVE all information resulting from Identity Theft pursuant to FCRA 605B ( 15 USC 1681 c-2 ) which states that these accounts must be removed within 4 Business Days.
MOHELA has failed to provide with the actual contract. Mohela has only provided a photocopy of the contract, which includes a variation of my name, but ITS NOT my name. XXXX and XXXX are two different names even though they are identical.
For an example, XXXX would be someone different from XXXX, as XXXX is Not XXXX.
The driver license the contract displays is NOT my driver license number. The signature displayed is NOT my signature either.
I have attached a copy of the FTC identity theft report. The account in detail is listed at the bottom of my FTC report.
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| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I switched from another student loan plan to MOHELA to qualify for PSLF forgiveness, as I am a XXXX by profession and worked for qualifying employers. In doing so, I took on even more debt, because it extended my payments/ interest out. However, it was the only way to have my loans qualify for PSLF, so I thought that the benefit would be worth it.
Forms for each employer were due by the end of XXXX, XXXX. I submitted them XX/XX/XXXX. I had three qualifying employers under which I made payments, but only one was accepted for PSLF. The reason given on the MOHELA website was that they had received " duplicate forms. '' I called to question this, and was told that they received my forms twice, and therefore, those employers would not longer be accepted / eligible. I told the operator that this did not make sense. I had no idea how the form got there twice ( did the fax re-send? ). In addition, what difference would it make if they receive two copies of the exact same form? If the employer counted for eligibility, they counted, and it should make no difference if they received one copy of the form or ten... the form was submitted in time. I was told that my issue would be escalated, but I never heard from anyone to resolve this.
Within the past month, I have tried to contact MOHELA again to discuss the issue further. The website says that if there are questions, I should contact them. However, when I call, I receive a message saying that due to high call volume, they are not accepting calls at this time.
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| 10/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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I had some optimism at first about this new loan servicer in hopes that they would be more responsible than the student loan caretakers before them. That unfortunately ended quickly.
1, The first issue is that Mohela has my monthly payment hugely wrong since I took time off to take care of a family member last year and didn't make near what I usually make in income. And I can not get through to them due to terribly long wait times. It also seems like they have literally taken away the option to message them as when I try to it just dead-ends into another page that has nothing to do with messaging.
2. The second issue is that I requested a refund from Mohela before the deadline on XX/XX/23 for a refund of a student loan payment I made during covid. I messaged them through their messaging system and also talked to an agent that day who said he would put in the application for me and that it would take a couple weeks to get back to me.
However, on XX/XX/23, they emailed me that the deadline had passed and since I had not requested before the deadline, I was not eligible. On XX/XX/23, I messaged them and said that they were clearly wrong and it was unacceptable since my first message even has the date of XX/XX/23 which was the deadline date. I also talked to a representative that day and he said that he was putting in the application and it wasn't late. They never responded to this message and their strategy seems to ignore issues that they cause. And now they have taken away the option to message them.
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| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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They had missed up my SAVE plan and PSLF payment by excluding a loan from repayment. I contacted them in writing to make the correction to reflect all loans in repayment, and get the correct amount for payment that was due XX/XX/2023.
That was on XX/XX/2023 then again XX/XX/2023 then again XX/XX/2023. There were no correspondence or any information. All they did was put my account in forbearance.
I sent two more written requests on XX/XX/2023 and XX/XX/2023. I also filed a formal compliant with the Federal Student Aid as appropriate. To date, nothing has been done to correct the issues.
I am happy to make payments and be in Repayment under my SAVE plan and ensure my payment count toward PSLF is credited/honored.
Currently this is not the case as MOHELA accepted a payment and did not credit towards PSLF or give me any reason why i am in forbearance.
It also says my Forbearance will be for 1095 days. If they are forcing forbearance then I would like to confirm that every month will be credited for PSLF with or without payment since they are illegally forcing my account into forbearance and not explaining why, affecting my PSLF count and making it impossible for me to have hope on my student loans being forgiven one day. I am only XXXX payments from meeting my PSLF requirements ( really it is down to XXXX - because I have XXXX " ineligible payments '' due to forbearances that was not credited as per FEDERAL LAW ) I also have requested this to be corrected in writing as well, with no action to date.
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| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My loans are with Mohela. I have over XXXX qualifying payments for XXXX forgiveness on XXXX loans. Over the past XXXX months, I have repeatedly requested to move my loans into an active status, so they may be processed for forgiveness. This is important and time-sensitive, as the interest accrues over XXXX a month to my balance.
Three times now, without any request or authorization, Mohela has continued to place my loans into forbearance and deferment. The only way I know this is that they follow up with a letter saying, " Your request for -- - has been processed '' - Yet I have NEVER made such a request. In fact, I have now sent THREE letters and countless phone calls asking them to stop this unauthorized action.
I feel this is a deceptive practice to intentionally delay the processing of my XXXX and continue to increase my balance through interest accumulation. I have documentation to demonstrate each time they have done this and documentation of me repeatedly asking them to stop taking liberty of placing my loans into forbearance or deferment. I have repeatedly clarified that I do not want this and it is being done against my will. I have been making payments on my remaining loans through the SAVE plan, yet my interest just accrued XXXX to my balance- which Mohela previously told me would not happen.
I am beyond frustrated with this process and the time spent attempting to communicate with this loan company. I feel someone needs to examine their practices that are delaying earned loan forgiveness.
|
| 09/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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MOHELA is one of my loan servicers. MOHELA allows borrowers to provide special payment instructions when making an additional or partial payment. " To request special payment instructions when making an additional or partial payment, submit your request via ... [ secure message ] '' I provided these instructions to MOHELA via secure message on XX/XX/2023. I said " Hello, I want all one-time payments I make to be applied only to the principal of my loan, and only to my lower-balance loan. Please explain to me as quickly as possible how to do this. I expect an answer soon as loans are now accruing interest. '' I made a payment on XX/XX/2023 with the expectation that these instructions would be followed. The MOHELA website states " If you have standing payment instructions on file with MOHELA please allow XXXX business days after payment ( XXXX ) is posted to reapply the payment according to your instructions. Refer to Submitting Special Payment instructions for more information. '' It has now been XXXX business days. My instructions have not been applied or re-applied to the XX/XX/2023 payment. MOHELA continues to put my loan payments toward interest despite clear instructions not to and clear commitments from them to apply them.
MOHELA is not servicing my loans appropriately. I feel this is predatory and they are likely doing this to other borrowers. " High volume '' and incompetence are not excuses. I would like my loans forgiven so I do not have to continue to be a victim of these predatory practices.
|
| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I was making my monthly payments under the XXXX XXXX period from XX/XX/XXXX- XX/XX/XXXX. The rules were not clear on the deferment at the time and I wanted to ensure that I honored my commitment to the XXXX XXXX XXXX XXXX program. I had requested a refund for those payments on XX/XX/XXXX and was told by Mohela that it would take 60 days to process the refund. At the time, the refund was for all of the payments I had made up until that point. I called again on XX/XX/XXXX and was then told that it would take XXXX business days to process the refund. I additionally requested for a refund for the payments I had made after the XXXX date. Yesterday, XX/XX/XXXX would mark the XXXX business day from that first call in XXXX. I called today to check the status of the refund and all the person could tell me was that it was processing and that there was not anything I could do on my part to expedite the process. I was told today that it will take another XXXX business days for me to receive a refund.
I feel that Mohela is giving me misleading information about when my refund is going to arrive especially as a former teacher who recently resigned to take care of my own mental health after experiencing three deaths in my family in the past 7 months. I already was not making much to begin with and thought that I would be okay financially operating under the assumption that I was going to receive the refund for all the payments I had made during that time period, which if I'm not mistaken, totals to about {$13000.00}.
|
| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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Made an online request XXXX to change payment plan from traditional payment plan to the graduated extended plan. My payment on the traditional plan is {$500.00} which I can not afford. The graduated extended plan would be an estimated payment of {$160.00}. As of XX/XX/ my payment plan change request was still processing. I attempted to call Mohela to see if I could correct this, the wait time was over an hour. I sent them an online message with this request XX/XX/ which still has not been answered. On XXXX I attempted to call them again as my payment was now past due, after waiting on hold for an hour. I got a junior representative to answer I explained my issue and she told me she would have to transfer me to a senior representative as she could not assist me with this issue. She put me on hold to transfer me, and then the automated system stated that their office was now closed. After my failed phone call I got online and submitted another payment change request. Today XX/XX/23 my wife is still on hold with them after XXXX hours and XXXX minutes. After XXXX hour XXXX minutes she had a junior representative answer and tell her the same thing I was told on Friday. They have transferred her and told her it should only be a XXXX minute wait when she was transferred the automated system stated the wait time was XXXX minutes. She has now been on hold nearly an hour with no end in site. In the meantime I am still in limbo with a late payment and interest rapidly growing while we wait on hold with no answers.
|
| 09/28/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
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|
The Fair Credit Reporting Act ( 15 USC 1681, section 602a ) requires agencies like XXXX and XXXX to operate fairly, respecting consumers ' privacy.
I am asserting my right to privacy, as outlined in 15 USC 6801. This law states that financial institutions, like those supplying data to credit agencies, must respect and protect their customers ' private information. I haven't given XXXX, XXXX, or any data provider explicit written permission to share my details, so any previous consent I might have given is now withdrawn.
Additionally, 15 USC 6802 ( b ) ( c ) specifies that financial institutions can not share personal data with third parties without informing the consumer how they can prevent such sharing. I wasn't given this information. Also, 15 USC 1681C ( a ) ( 5 ) restricts agencies from reporting certain negative details that are more than seven years old. This hasn't been followed in my case.
Furthermore, the Family Educational Rights and Privacy Act ( FERPA ) from 1974 protects students ' education records. As outlined in 20 USC 1232g ( b ), it applies to all educational institutions, from elementary to post-secondary, whether public or private.
Lastly, 15 U.S. Code sections 1681s2 ( A ) ( 1 ) A and 1681e require that institutions don't share incorrect consumer data and that agencies like XXXX and XXXX have measures to avoid breaches. I believe these measures aren't being followed. According to 12 CFR 1016.7, I can opt out of reporting services at any time, and I'm choosing to do so now.
|
| 01/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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I am working toward loan forgiveness through the Public Service Loan Forgiveness program.
A few months ago, I received notification that DOE finally approved an employer that's been in question for over a year - XXXX XXXX XXXX XXXX. I had originally submitted the paperwork to XXXX in XXXX of XXXX and received notification that the employer was verified by DOE in XX/XX/XXXX.
My loans were transferred to Mohela in XXXX XXXX XXXX and at that time I already had XXXX qualifying payments without the additional payments I was expecting from my time working at XXXX XXXX XXXX XXXX With the employment verification of XXXX XXXX XXXX XXXX XXXX that will add an additional XXXX qualifying payments. I also still work for a qualified employer and have submitted employment verification forms for XXXX XXXX XXXX which would only add more qualifying payments.
From XXXX and now Mohela, I've been waiting over 14 months for my counts which would exceed XXXX at this point in time. I'm so frustrated.
I've submitted all of the proper documentation to XXXX and now Mohela. Mohela has had all of my information for over XXXX days and still no action has taken place. I've made my XXXX payments, I've submitted all of the necessary documentation- I've done all that has been asked of me.
Over the last 14 months, I have filed complaint after complaint, made phone calls, sent messages, reached out to local politicians, sent form after form.
Now, I ask kindly, when will my loans be discharged??
I'm tired of waiting patiently
|
| 12/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Servicemember |
|
My student loans were transferred to Mohela in XXXX or XX/XX/XXXX.
I have been pursuing public service loan forgiveness ( PSLF ) since XX/XX/XXXX and all of my interactions with Mohela have been related to my PSLF process.
In XX/XX/XXXX I submitted my final employment certification form for PSLF, certifying that I had been working in public service for 120 months ( the requirement for PSLF forgiveness ).
In XX/XX/XXXX, my employment certification form was processed and my Mohela account was updated to reflect 120 months of qualifying PSLF employment/payments. XXXX qualifying months is what is required to have the remainder of your qualifying student loans forgiven.
I have inquired several times to Mohela ( via email and the online chat function ) over the last several weeks about the status of my account. Typically, once someone reaches XXXX qualifying paymens their information is forwarded to the Department of Education to verify and request forgiveness. However, each time I have inquired I have either received no response ( I emailed the Mohela military address XX/XX/XXXX and still have not received a reply ) or have been told there is no update to provide about my account status, that I just need to wait ( I have received this response several times via Mohela 's chat feature, most recently on XX/XX/XXXX ). To me, this is completely unacceptable. I have reached the requirements for forgiveness, there is no reason that Mohela should not be doing their part to allow me to achieve forgiveness.
|
| 08/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
|
I have made several attempts to get my student loan written off and closed on all three of my credit reports as this is a debt consolidation loan with Fed Loans which was for my XXXX and XXXX XXXX! I started repayment of my XXXX XXXX in XXXX when I graduated then returned to college to finish my XXXX and consolidated my loans with XXXX XXXX, then went to work for the XXXX XXXX IL and XXXX XXXX took them over now Mohela has taken the same loan over from XXXX XXXX!!
It is the governments job and responsibility as well as their services to update all accurately, to track all loans when consolidated accurately and to follow the laws and write off student loan debt that has been paid on for 20-25 years but is not yet paid off!!!!!!! I started into repayment in XXXX and this is XXXX so have been paying on mine XXXX yrs!!! I want these loans written off and all information showing correctly in ALL of my credit reports, also their responsibility and job!! I then want my documents mailed and emailed to me showing all has been done and my corrected credit reports mailed to me!!!!
I have tried to correct with the Dept of EmploymenXXXX twice, The credit reporting agencies numerous times one is attached which shows they did NOT remove it as they claimed and I want it written off not removed it should show XXXX balance the law states student loan balances are to be written off after 20-25 yrs of payments, it has been XXXX yrs!!! I also have tried to fix with Mohela numerous times and no one has fixed it!!!
|
| 10/03/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Can't repay my loan
- Can't decrease my monthly payments
|
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Web |
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|
I graduated in XXXX after getting an XXXX from XXXX I married directly out of college, had a son and was a stay at home mom while my husband worked. We divorced in XXXX and I sought work out of the home to take care of my son. In XXXX I filed for Chapter XXXX because I was unable to pay my bills and take care of my household all at the same time. During the proceedings a representative from some student loan institute said they would not forgive my loan but they could re-work the payments ( even though during the year I filed they were forgiving student loans ). I have never defaulted on my loan but now I am starting to feel overwhelmed because this debt that started out at around {$35000.00} when I graduated in XXXX, is now almost {$150000.00}. I am almost XXXX XXXX XXXX and based off my income they have set my payment at a zero dollar monthly payment. I do n't know how I will ever pay a loan off on my income and based off a zero dollar payment. I have spoken to several representatives about how to get my loan down and all they recommend is working XXXX jobs. Wow what advice. I have applied for XXXX jobs, for government jobs and even the XXXX. None of which have been successful. I feel like there is no light at the end of the tunnel. Are there other alternatives? What can I do to pay down this loan? I am not running from my responsibility but it seems like my financial obligation has tripled as a result of me not being able to secure employment paying me a high enough wage to keep up with payments.
|
| 10/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/23 my loan servicer was changed from XXXX to MOHELA. In the transfer notice email from MOHELA it stated all of my loan information would be transferred. I had submitted PSLF paperwork on XX/XX/23 and paperwork for enrollment in income driven repayment on XX/XX/23, both via the federal student aid website. On XX/XX/23 I received a bill in the mail from MOHELA stating I owed over {$2000.00} XX/XX/23. This is half of my monthly salary. I logged into the MOHELA website and while my PSLF paperwork was transferred there was no record of my repayment plan paperwork. I tried calling multiple times but was unable to get ahold of anyone on the phone ( I work ~80 hours/week as a XXXX XXXX ). I sent multiple messages through their website inquiring about why the paperwork was not sent to MOHELA and why only part of my paperwork was sent. I sent messages on XX/XX/23, XX/XX/23 and today XX/XX/23. Their website states they will reply in 3 business days. I have not received any reply even from my message on XX/XX/23. I tried to re-submit paperwork for the repayment plan on XX/XX/23 through the federal student aid website which also shows my prior application. The second application is the only one appearing on my MOHELA account and I continue to get bills stating I owe over {$2000.00} even though I submitted appropriate paperwork over 90 days ago ( which is how long they state is required for processing of repayment plans ). I can not make these payments and can not get any resolution through MOHELA.
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
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My loans were approved for {$300.00} on the XXXX repayment plan upon consolidation in XXXX of 2023. With repayment approaching, I got a notice from MOHELA in XXXX that my payment amount was going to be {$500.00}. I called MOHELA who verbally took an application to fix it, and quoted me {$300.00}. On XX/XX/2023 I noticed on my MOHELA account that the form was listed as " denied '' I tried calling them but the wait time was over three hours. I called again on XX/XX/XXXX and they submitted a request to look into it, and told me they were placing a forbearance to cover the {$500.00} for this month since it was their error. I then got a letter stating it was denied for not meeting income requirements though I've confirmed on several levels that I do. I called again on XX/XX/XXXX but once again, after waiting two hours I could no longer wait. I called again today and spoke with someone who told me my request was pending but could not provide any information confirming why it was denied in the first place, other than reading the denial reason that was sent to me as " you do not meet the income requirements '' even though I do. She could not provide me any confidence that it would actually be approved or fixed this time. My forbearance still wasn't applied either so it is still showing due for {$500.00} which I can not afford. I will be missing this months payment due to their error. I asked to speak with a supervisor but after waiting an additional two hours, for a total of 3, I once again had to go.
|
| 12/12/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
During the COVID-19 Pandemic I paid off my entire student loan balance of {$12000.00} that was serviced with XXXX XXXX XXXX On XX/XX/2022 I called XXXX and requested a refund of my payments. I was not educated about the impact of this or informed that by doing this it would re-open my student loans. I was told that the payments would be issued direct deposit to the bank account I made my loan payments to. I informed the agent that I no longer had that bank account and she informed me that I could not change accounts and I would receive a check issued by the Dept of Treasury within 12 weeks.
I then received an email on XX/XX/XXXX that my loan was now with Mohela. I called Mohela to check the status of my refund payment and was told to call XXXX XXXX. I called XXXX XXXX and was told the deposit occured on XX/XX/XXXX. I asked if she knew if a check was being processed through Dept of Treasury since I do not have that account and so I did not get the funds. She was not sure and could not answer my question. Based on the 12 week calculation the date should have received my check was XX/XX/2022 but as of XX/XX/2022 I still have not received my check.
I then called XXXX XXXX again around XX/XX/XXXX and was not able to speak to a representative because the automated system would not accept my PII since my loan is not serviced with XXXX XXXX. On XX/XX/2022 I called Mohela and was told they did not have access to my refund information and opened a request with XXXX XXXX which will take 30 days.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
Before consolidating my direct federal loans with Mohela, I had XXXX qualifying payments for XXXX. Studentaid.gov and Mohela both told me I should consolidate my loans to make sure all of my payments qualified under the temporary limited XXXX waiver. Since consolidating in XXXX of XXXX, Mohela has erased my pre-consolidation qualifying payments so that it now only shows XXXX qualifying payments on their website, where it should be XXXX = XXXX qualifying PSLF payments, as of XXXX of XXXX. When I recertify in XXXX of this year, I believe I should have XXXX payments total and not have to make any more payments before having the remainder of my loans forgiven. Also, studentaid.gov seems to have DOUBLED my loan amount ( from {$320000.00} to {$640000.00} ), showing both my previous loans and the newly consolidated loans on the studentaid.gov website.
I have called MOHELA multiple times over the past year and each representative assures me that I've done everything right and that they are back-logged and will adjust my qualifying payments in the near future, but it has been over a year and there is still no resolution. I have filed a formal complaint on the studentaid.gov website on XX/XX/XXXX, as well as submitting supporting documents. I received an automated email from them on XX/XX/XXXX, saying that they would " respond to my complaint within 15 days, '' but then never received a response. The case was then " closed '' on their website without them ever contacting me or resolving the problem.
|
| 10/11/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX I called MOHELA and requested a refund of loan payments I made during the COVID pause. XXXX days later on XX/XX/XXXX I called to confirm the timeline and was told I would receive the refund in 30 business days or less. On XX/XX/XXXX I called again to follow up, waited over two hours to speak to someone, and was told that the timeline was now 60-90 days. The representative and their supervisor both said they could see the call record showing I had been quoted 30 days but there was nothing they could do to honor that timeline. I waited more than two more hours trying speak to another supervisor but eventually the MOHELA system hung up on me.
My loans were paid off in full during the pause - and just prior to the PSLF limited waiver announcement. I am eligible for PSLF under the waiver, and should be able to receive a refund of approximately $ XXXX paid between XXXX and XXXX following my first XXXX qualifying payments. But my COVID pause payments must be refunded first in order to return my account to active status. PSLF forms under the waiver have to be submitted by XX/XX/XXXX. The MOHELA rep who quoted me 30 days for refunding my pandemic pause payments reassured me that I had " plenty of time '' to submit PSLF forms, since it was then late XXXX. Now, more than a month later, if MOHELA does not issue my pandemic pause refund very soon I will have to submit my PSLF forms first, which I am worried will result in a denial of the PSLF refund of overpayments to which I am entitled.
|
| 09/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
As a borrower of student loans to finance my education, I entrusted Mohela to manage my consolidated accounts to streamline the repayment process. Unfortunately, they have not done a great job at accurately reporting information to the credit bureaus. On XX/XX/XXXX, I received notification XXXX that " MOHELA/DEPT OF ED has flagged your account as Not Paying Off Your Balance and Can not be Located ''. Mohela 's error resulted in a staggering decrease of XXXX points. For starters, none of my contact information has changed since I consolidated my loans back in XX/XX/XXXX. Another thing, is that my account isn't due for repayment until XX/XX/XXXX, per the loan agreement, so how can they flag my account as not paying off balance when I haven't even entered the repayment period? Let alone them being unable to locate me, when I have prooof of correspondence in the form of emails/phone calls/mail from them prior to the inaccurate reportings...?
I reached out to Mohela that same day ( XX/XX/XXXX ) and was on hold for more than XXXX hours-switching between representatives-until finally the call disconnected and I was unable to get back through as it was after hours at by that point. So the following business day ( Mon XX/XX/XXXX ), after more than XXXX I was able to speak with a supervisor who assured me she would take care of the issue. Now it's been 45 days and the issue has yet to be corrected. I need assistance ASAP, because apparently Mohela is quick to causes damage, yet slow to repair it...
|
| 12/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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I requested my student loan payments made during the XXXX payment pause to be refunded on XX/XX/XXXX. I was told by the MOHELA agent that the entire balance I had paid during forbearance would be refunded within 30-90 days from the request date. I requested clarification on that time and they confirmed I should have the entire balance returned to me by XX/XX/XXXX. -- My loan was transferred from XXXX to MOHELA during the payment pause. I paid {$4200.00} to XXXX ( XX/XX/XXXX- XXXX XXXX XXXX monthly payments of {$200.00} each ) and {$1600.00} to MOHELA ( XXXX - XX/XX/XXXXXXXX XXXX monthly payments of {$200.00} each ). The balance I paid directly to MOHELA was restored on XX/XX/XXXX and direct-deposited back into my account. However, the balance I had paid to XXXX and which was transferred to MOHELA remains pending after 105 days. -- When I have called MOHELA to request updates on the progress of the refund, I keep being told later and later dates that the refund will be processed by. Rather than the end of XXXX, MOHELA are now estimating I will not receive my refund until XXXX or XXXX next year! This is an absurdly long time to process a refund, and it feels like they are just keeping my money without proper communication or any accountability. I could be collecting interest on that amount in a savings account or paying off other private loans, and instead they are just pushing back the goalpost on their obligations and causing me undue financial pressure and anxiety. This is unacceptable.
|
| 09/22/2019 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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As a note - I didn't realize there was anything I could do about the issue I had with Mohela until recently. I figured they were just big bank getting away with all sorts of things - until I heard some news stories saying these loan servicers were involved in giant lawsuits.
Originally, I had a government college loan ( unsubsidized ). As part of the agreement, if I made a certain number of on-time payments, my interest rate would be reduced.
At one point, Mohela took over as the loan collector ( I don't have the exact dates of this, as the information is no longer available in my Mohela account because I paid off my student loan - several years early ). Mohela informed me that one of my payments wasn't on time, so I wasn't eligible for the reduced interest rate. When I called to inquire how this was possible as I had setup automatic payments - they told me that one payment wasn't on time - and came from a bank account that wasn't my own. When I asked how that is possible - they said they weren't at liberty to tell me. And they couldn't tell me who the other payer was. Up to that point in my life - I had one bank account. So this was impossible.
My guess was that when Mohela took over, the payment for that transition month was routed through the previous lender. The person who took my call clearly didn't care - and enjoyed the interaction from what I recall. They offered no assistance and refused to help in any way. When I asked to speak to the agent 's supervisor - she refused.
|
| 01/18/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Can't repay my loan
- Can't temporarily postpone payments
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Web |
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My federal student loan is serviced by MOHELA. Six months ago, I requested a forbearance because of unemployment. The process entailed filling out and submitting XXXX forms along with documentation of unemployment. I did so, and my request was denied. MOHELA wanted a different more documentation. I initially had trouble getting additional documentation, but eventually downloaded from the website of the Texas Workforce Commission ( TWC ) a Payment List Summary. This summary contains information about when and how much I was paid in unemployment benefits. It also indicated that I had received the maximum amount, and that was ineligible to receive additional benefits. XX/XX/XXXX, MOHELA informed me that my request was denied because I had not submitted the documentation with the XXXX forms.
I submitted a new request XX/XX/XXXX with the XXXX forms and the documentation from TWC. On XX/XX/XXXX, I was informed by MOHELA that my request was denied because TWC document was not recent enough. When I called, I was told that I would also have to register with MOHELA 's Career Services.
This pattern indicates to me that MOHELA is unwilling to approve my forbearance. If that 's the case, then I will be very frustrated and puzzled because I have continued to make payments despite being unemployed since XX/XX/XXXX. I have used my retirement funds to meet financial obligations while I have diligently sought employment. At this point, I would like help in trying to resolve this matter with MOHELA.
|
| 02/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I had 119 months of XXXX XXXX employment certified through XXXX XXXX while my loans were being serviced by XXXX XXXX. My loans were then transferred to Mohela. I provided an additional employment certification form to them for the month of XXXX XXXX on XX/XX/ XXXX. I provided the form by mail, fax and uploading it to their website due to having prior issues with documentation with XXXX XXXX XXXX. The form was received. On the Mohela website under form status it indicates it has been processed and to expect a notice within 7-10 days. That was weeks ago and I have not received anything in the mail and the website does not reflect any additional information.
I have spent hours on the phone with customer service to try to get additional information or an understanding of why my count has not been updated to reflect 120 qualifying payments or why my loans have been forgiven at this time. It is literally paperwork for one month! My employment has been the same for the past 2.5 years. I work for XXXX XXXX XXXX.
When I am able to speak to someone at Mohela, they do not provide any specific information about my account. They repeat information to me from a script and keep repeating that there is unprecedented interest in public service loan forgiveness. When I asked to speak to a supervisor, I was then put on hold for an hour and eventually I had to hang up.
I have emailed them, I received a response indicating a request was put in for someone to contact me and no one has reached out.
|
| 08/04/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I applied for and was notified of acceptance of an Federal consolidation loan through servicer XXXX XXXX with an income contingent repayment. I did this to qualify for a Public Service Loan Forgiveness program via Dept. of Ed. I paid my billing via direct deposit and never took much notice to the bills but to note my payments were received.My loan servicer changed to MOHELA, but my payments went asbefore to Dept. of Ed.
I have paid for 9yrs and was just informed that I did not qualify for the loan forgiveness because my repayment was not income contingent, but an extended fixed plan! On reviewing old XXXX XXXX bills, I see that instead of IC I was put into a " Standard '' plan. The bills from MOHELA only say " Install ''type. The materials with my Application define " Standard '' as 10yr fixed but apparently the servicer 'slammed ' me into a more expensive " Extended '' 20yr plan - never notified me, AND disqualified me for the loan forgiveness plan in one shady move! If I was truly on a Standard repayment, I would be paying off the loan next year instead of still owing {$17000.00} and having 10 more years of payments!! I am requesting an admin hearing to resolve this and make the servicer XXXX XXXX make this right. I only consolidated with Dept of Ed because I learned of the forgiveness program - I worked for XXXX XXXX XXXX - and sure as XXXX would n't have opted to pay for the rest of my working career when roughly {$65.00} more a month would have paid me off in just 10yrs!!!!!!
|
| 05/23/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I spoke with one " XXXX '' from the credit/reporting department at MOHELA at which time I asked her why I was reported 90/120 days late without a 30 or 60-day report so that the issue could be addressed sooner. She graciously explained federal reporting requirements. I advised that I wasn't contacted prior. However, she suggested that it is MY responsibility to update personal contact information with MOHELA. Branding me with culpability was premature and unnecessary. As it happens, I am on a temporary job assignment with XXXX, my employer of approximately 5 years. I am out-of state sporadically for work and I requested forwarding for all applicable XXXX addresses to XXXX so that I would not miss any mail. I asked what address they were contacting and she provided addresses that were several years outdated that I had never furnished to MOHELA instead of the most recent that actually had. As a consequence of correspondence being delayed, I lost 168 points on my credit score. I did not receive any emails. I did not receive any phone calls or at the very least any voice messages from any representative at MOHELA, yet this representative by the name of XXXX suggested that the 90-days late reporting was justified because " nobody could get in-touch with [ me. ] '' Regardless of the account being current at this time, the negative impact on my credit history is a present issue. Before it is asked, I had not made contact with MOHELA sooner because I had been planning my return to school.
|
| 05/13/2015 |
Yes |
- Debt collection
- Federal student loan
|
- Improper contact or sharing of info
- Contacted me after I asked not to
|
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Web |
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I have repeatedly requested MOHELA to stop calling me on my cell phone and to stop calling me at my work. I also sent them an email asking them to cease and desist this harassment. MOHELA continues to do both many times every week and their calls always start with " This is MOHELA calling ... ". My coworkers often answer the phone and they have complained to me about this. I am afraid management will be soon talking to me about these distracting phone calls. But I have never, not once, told anyone at work about my student loan situation. But now they all know because all they have to do is look up the name MOHELA on the internet. And now my company and coworkers know of my situation. This is having a very demoralizing effect on me. Also, I had a XXXX of years ago and my XXXX is in a XXXX. ( MOHELA has been informed of my health condition ). This kind of XXXX is definitely not good for my health. My feeling of well-being is at its lowest ever. If I could repay my student loans, I would do so immediately. But I have been living at the poverty level for more that XXXX years now. Finally, I must say that taking out student loans is the worst decision I have ever made. But back then I did not fully realize what I was doing. I do not wish this kind of bad situation on anyone and would advise anyone to not take out these kind of loans unless they are completely sure they will get a job that pays enough for them to pay back the loans. The student loan program should be completely canceled.
|
| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
Servicemember |
|
On XXXX I went into my account with Mohela to see if they processed my PSLF application and my recertified income-driven repayment plan. First, I was denied forgiveness under the XXXX program back in 2022. I was informed that my loans did not meet the XXXX payment requirement, in fact the notice said I made XXXX payments. I filed a complaint with the XXXX DOE and an appeal and was directed back to Mohela. I have submitted by XXXX XXXX times to document that my employment in the nonprofit sector continued well beyond XXXX and is still present. That form has been submitted XXXX times via email and I also recently completed it through the XXXX DOE and it was signed on XXXX. Mohela has ruled that my employment and payments are classified as " employment not certified ''? According to my calculations, I have exceeded the XXXX payment requirement.
Second, Mohela changed my loans to forbearance without any authorization or request from me. There is very little explanation about this change. I did not request this nor ask for it. I understand that this is a tactic by loan companies to steer borrowers from moving forward with the XXXX. It was also interesting how this forbearance came forward after I recertified the XXXX under the XXXX program, after a newly calculated amount. My concerns are many but most importantly an error in their PSLF calculations and putting my loans into forbearance, which goes on my credit report.
I am asking you all to respond and address these issues.
XXXX
|
| 01/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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My student loans were transferred over to Mohela in XX/XX/2022. Several employment certifications for PSLF had been sent over from XXXX XXXX. My counts were not updated. In XX/XX/2022, I took the day off because despite the transfer my loans had inaccurate counts knowing that the wait times would be longer than typical. Some payments had been counted while others had been excluded with no rhyme or reason. After spending all day on the phone I finally spoke with a supervisor who found that they had indeed overlooked employment certifications and she told me they would escalate it up to ensure those accounts were accurate. That never happened. I called again to find out why nothing had happened, and was told the request was cancelled. I asked to talk to a supervisor, and waited on the phone for two hours. No supervisor ever picked up. I called again today because nothing has changed. I was told that I was " approved '' but my employment was not certified. This makes no sense. I asked to speak with a supervisor and was told that I was not allowed to unless they got special permission. She said she would go ask, and then she left me on hold and never came back to the call. At this point I have spent over 14 hours on the phone with Mohela, and they have refused to fix a mistake they already acknowledged they made. In addition, they are not allowing access to appropriate individuals who can address the problem. They had all my paperwork in XXXX XXXX XXXX and have done nothing with them.
|
| 03/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
|
|
I am filing this complaint towards Mohela because they seem to have a work ethic that does not speak highly of them. I have reached out to Mohela many times in hopes that they correctly update qualifying payment counts since they have accepted and processed the PSLF Forms I have submitted for all of my employers.
On XX/XX/XXXX, once again I spoke to 2 different supervisors at Mohela by the name of XXXX and XXXX regarding the PSLF forms I submitted for various former & current employers XXXX, XXXX XXXX XXXX, XXXX & XXXXXXXX XXXX XXXXXXXX. All the forms were processed however none of the payment counts were updated. The supervisors activated the forms to get processed once again and stated that once the forms were accepted and processed the qualified payments should have also been updated. The supervisors stated that it should take 14 days to get processed, but I have been waiting for over 2 months and Mohela has not resolved the issue they created. I should have qualifying payments since the year XXXX but Mohela has failed to provide that update to my loans. Dealing with Mohela is really a much cause for stress and my mental health is being affected to see that Mohela has not taken responsibility to update my payment count in a timely manner. I also see that only one month in XXXX was updated but many months have been skipped.
My hope is that cfpb can reach out to Mohela on my behalf and request that they update my loans with the qualified payments going back to the year XXXX.
|
| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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Dear Consumer Financial Protection Bureau, I am writing to lodge a formal complaint against MOHELA, a service provider for student loans, for their persistent negligence and incompetence in managing my Public Service Loan Forgiveness ( PSLF ) employment verification and qualifying payment count.
Since XX/XX/2023, I have submitted several PSLF employment verification forms to MOHELA. Despite this, they have consistently failed to process these submissions and apply the qualifying payment count to my account. This ongoing issue has not only caused significant stress and inconvenience but also stands as a barrier to my financial well-being and progress in loan forgiveness under the PSLF program.
Such a level of service is unacceptable and unbecoming of a company tasked with managing a matter as crucial as student loans. It is imperative that MOHELA be held accountable for their actions, or lack thereof, to ensure that borrowers like myself are not unduly harmed by their incompetence.
I urge the Consumer Financial Protection Bureau to take this complaint seriously and conduct a thorough investigation into MOHELA 's practices regarding the handling of PSLF forms and payment counts. It is vital that measures are taken to rectify this situation promptly and prevent similar occurrences in the future.
Thank you for your attention to this matter. I am hopeful that with your intervention, a resolution can be reached that upholds the rights and interests of student loan borrowers.
|
| 04/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
To whom it may concern, Through multiple conversations with representatives at Mohela regarding expected timelines of when payment counts will be updated, what payment count I could be expected, and what the specifics of the TPSLF requirements would apply to my loans, I seem to be receiving conflicting information. Even for seemingly simple straightforward information, such as " expect an update in 90 days '' from submission of a document, then turned into " XXXX business days '' when I contacted at the 90 day mark. Only then, when I reach out at 90 business days from processing, does it turn into " 90 business days following a decision being made. '' Which then results in an XXXX of 2022 XXXX still not being reflected on my portal 144 business days later. This is particularly upsetting as I believe I have reached 120 payments if the proper counts according to XXXX were applied. Additionally, I have been concerned that I have 8 total loans, and 2 were knocked off schedule due to an administrative error, fixed within the last 6 months, to only now be off scheduled again. This is particularly difficult, as I had been counseled by XXXX XXXX out of consolidating them because " They will all be counted to the higher of the loan payments and continue to move as a group. '' The wait times, conflicting information, and what responses that are being provided have now exhausted my patience, as there have been at least 2-3 XXXX submissions before the XX/XX/2022 that were never processed.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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My Federal Loans have transferred to Mohela. I have always been able to make payment from my checking account to Mohela with no issues prior to XX/XX/XXXX. I was not making regular payments due to the federal pause and have been preparing for the repayment restarting as of XX/XX/XXXX.
I was placed on an Administrative Forbearance on XX/XX/XXXX. This is not something I requested and I take issue with Mohela collecting interest for a Forbearance that was not requested by myself. I have attempted to make several payments to Mohela via XXXX XXXX and XXXX time payments. Each time, I receive a message that my financial institution has returned the payment. This is simply not true and my account information has not changed with previous payments being processed with no issue. I would like to make my payments and not face interest penalties for something I did not request.
My current XXXX plan payments are {$170.00} and my new monthly payment plan ( as per studentaid.gov ) will be {$630.00}.
I received notice that my auto debit was approved and will be debited on XX/XX/XXXX but do not know the amount to be withdrawn or if this auto debit will also be rejected once again. I need to understand the amount to be withdrawn to financially prepare.
I have attempted to contact Mohela via telephone with over XXXX hour wait times and have been unsuccessful in speaking with a representative. I sent an email complaint regarding this issue on XX/XX/XXXX and have not received any response.
|
| 08/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
This is in followup to a prior complaint ( XXXX, submitted XX/XX/XXXX ).
I originally submitted by employment verification and PSLF paperwork to MOHELA on XX/XX/XXXX ( over 1 year ago ).
Through what has been explained to me as multiple oversights and failures by MOHELA - MOHELA has still not provided an accurate student loan payment count meeting PSLF criteria.
I have made no errors in this process, there is no paperwork pending, there is no outstanding verification needed. This problem ( even as explained to me by the over 20 hours of phone calls I have made to MOHELA in the past 12 months ) is entirely based on MOHELA 's inability to meet the requirements of this federal program. I have already filed the prior CFPB complaint in XX/XX/XXXX- my student loan counts are still not updated.
I don't know what else to do. MOHELA is not taking this seriously and is 12 months late on their responsibilities to both myself and the US Federal Gov. Can we escalate this further? Is there an oversight agency that this can be reported to?
My demand is simple - process and count my on time payments immediately ( MOHELA has already had 12 months ).
Would contacting my attorney general or congressional representative be more effective? MOHELA appears to be in breach of contract with the federal government in providing these services for student loan borrowers. I would like this investigated and followed up prior to the resumption of loan payments- again its already been 12 months.
|
| 01/01/2024 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have struggled since XXXX to work under the Public Service Loan Forgiveness Plan. Recently, Mohela has taken over servicing the loan. I have attempted multiple times to request for Mohela to correct the incorrect information they have about the number of payments I have made under PSLF and the number of payments remaining and Mohela continues to leave incorrect information, tries to get me to not make payments on my loan and also to not reflect the payments I have made. I have THREE payments remaining of the XXXX. For XX/XX/XXXX, XX/XX/XXXX and the FINAL Payment on XX/XX/XXXX, the FINAL payments are XXXX, XXXX and XXXX. I believe that Mohela is acting in bad faith with multiple borrowers and they are trying to keep people in debt when we have worked very hard under the PSLF program. Mohela sent me the attached letter in XX/XX/XXXX showing I had 8 payments remaining as of XX/XX/XXXX. Then in XX/XX/XXXX, they sent me a letter showing I had 8 payments remaining and again in XX/XX/XXXX showing I had 6 payments. I made 5 more payments during the period of XX/XX/XXXX to XX/XX/XXXX and have THREE payments left on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Mohela keeps trying to change the payment amounts or tries to have me pay nothing, tries to defer me and sends inaccurate information. I would like CFPB to prevent Mohela from acting in bad faith toward borrowers and correct the number of payments I have made under PSLF which is XXXX. On XX/XX/XXXX, I will be making my XXXX payment.
|
| 10/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Hello, My federal student loans were recently switched over to Mohela last month. I am enrolled in the XXXX program - currently with XXXX approved monthly payments.
On XX/XX/2022 I submitted an updated XXXX form in order to update my qualification status towards the 120 monthly payments.
On XX/XX/2022 I tried calling the Mohela XXXX help line to see what the status is regarding the form being reviewed, as my online account says the form is still in processing. However, I ran into an issue with the customer service prompt when calling Mohela.
The Mohela automated call system required me to enter my social security number and date of birth in order to proceed to speaking with an actual agent. I entered this information into my phone when prompted, but the automated system said I also did not have an active account ( despite the fact that I can log into a Mohela account and see my information ) and it sent me back to the beginning asking for the information again. I tried entering this info a few times but was unable to get through.
Just in case there was an issue with the PSLF system, I tried calling the regular Mohela ( non PSLF ) help line and was asked for the same info from that automated system.
I am requesting help from the CFPB because we can not get in touch with an agent, I am now concerned that my XXXX form may not have been received, and that there may be a potential issue with my account, as the automated system did not recognize my SSN & DOB.
Thank you
|
| 03/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am writing with respect to my PLSF waiver. I have worked for an eligible public service institution since XXXX. I have made full payments monthly since XXXX ( with XXXX until consolidation in XXXX for the TPLSF ). When the TPLSF waiver was initiated, I immediately consolidated. It was at this time, after consolidation, that I learned that over 5 years of payments were not included. Those periods of payments were during a time that I returned to school to further my education. Despite my effort to continue my payments and status as normal, I was caught in an automated process between my institution, the department of education, and my servicer ( XXXX ) and I had no way to proactively protect myself and my account from harm of being placed in in-school deferment and that my payments which were made in full, on time, and in good faith. The program that I was in was almost exclusively an asynchronous program meaning we didn't have class/lecture together and was meant to be done around a full time work schedule. The full-time status opens up more opportunity for students to qualify for financial aid, but it also results in automatic in-school deferment. As a result, over 60 payments are not counting towards my waiver, and if they were, my loans would be forgiven. Theoretically, the PLSF waiver was created for this purpose : to waive loans after 120 payments towards their student loans all while working at an eligible Public Service Institution. I did this. I accomplished this.
|
| 01/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I became eligible for Public Service Loan Forgiveness in XX/XX/XXXX and had XXXX qualifying and approved payments noted on my account with my servicer Mohela. I was transferred to Mohela in XXXX. In XXXX, I updated my employment when I switched employers. That form was processed in XXXX days and my count was brought up to XXXX in XXXX. I submitted a PSLF form to initiate the loan forgiveness on XX/XX/XXXX. Since filing, I have received XXXX messages to my email and Mohela account that have referenced recent loan payoffs and consolidation- neither of which is accurate for my account. I have been told incorrect information by customer service regarding my processing being held up as they were waiting for loan consolidation. I have not consolidated any loans since XXXX. It's now been XXXX days since I submitted the form and there has been no action taken to update my payments from XXXX to XXXX. I am being told that it could take up to the end of XXXX to get the count updated and then another XXXX business days after that for forgiveness to initiate. With all of the incorrect information that has been at play, I am very worried that Mohela does not have an accurate understanding of my account and it's holding up my public service forgiveness. As an aside, this is now causing problems with obtaining a mortgage, so I've had to get my account put back into repayment and am making payments far past the XXXX qualifying payments.
I've attached the letters I've received erroneously.
|
| 12/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
|
|
XX/XX/XXXX XXXX XXXX submitted XX/XX/XXXX App results : despite stating that signed HR forms were not required to submit for XXXX, my app was declined because I could not get it signed.
XX/XX/XXXX spent months tracking down the info requested and re-submitted XXXX XXXX.
XX/XX/XXXX Consolidation application submitted XX/XX/XXXX Consolidation completed XX/XX/XXXX XXXX XXXX application as suggested XX/XX/XXXX Requested information due to name change from marriage. Submitted all requested info.
XX/XX/XXXX Had to resubmit XXXX AGAIN at their request.
XX/XX/XXXX XXXX payment counts up to XXXX payments ( the only movement since XX/XX/XXXX ) XX/XX/XXXX Notice of loans transferring to another servicer.
XX/XX/XXXX Loans transferred to Mohela Called to speak with them and chatted via their website, was told my loans were " direct to discharge '' on XXXX. I have a screenshot of this. I have no other correspondence regarding my payments or proof of discharge. I'm told that the people answering the phone do not have specifics for me and I just need to keep waiting.
I worked at a hospital full time from XXXX, worked at another hospital from XXXX and worked as a teacher from XXXX. I have more than enough months to count toward forgiveness and I feel like my account is stuck on hold and isn't being looked at. I've done everything they have asked and lack any proof of my account being looked at since XX/XX/XXXX ... 6 months ago. Please help me figure out why my account is stalled.
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I submitted my PSLF application on XX/XX/2022. I received email notification on XX/XX/2022 my PSLF application was denied. I didn't understand how because I have been employed for the XXXX for over 14 years and I have made over 120 monthly payments. I called Mohela on XX/XX/2022 and spoke with a worker. She reviewed my PSLF application dated XX/XX/2022 and stated my application should not have been denied as I met the qualifications submitted on the application. She reopened my XX/XX/2022 PSLF application with a received date of XX/XX/2022. Now I have to wait another 90 business days before Mohela processes my PSLF application. What kind of business are they running. If the error is caused by Mohela I should not have to start over and wait another 90 days for the process of loan forgiveness. I should be able to keep my original received PSLF application date of XX/XX/2022. I do not have time in my day to wait 2-3 hours to be on hold with Mohela just to speak to someone about their error. The Mohela PSLF application process should not be difficult to verify my employment and 120 payments made by my student loan servicer. It's as if Mohela does not want people to receive student loan forgiveness authorize by the Federal Government so they prolonged the process and denied my application that meets all the qualifications for forgiveness. Please change my PSLF application date back to XX/XX/2022 so the process to loan forgiveness can be completed in a timely matter. Thank you
|
| 01/02/2019 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
Servicemember |
|
I am currently serving in the XXXX XXXX XXXX, and was prior XXXX and XXXX XXXX XXXX totaling 15 year of service since XXXX.
I enrolled in XXXX university for a XXXX XXXX in XXXX XXXX for three years XX/XX/XXXX-XX/XX/XXXX.
During My attendance I was summoned to XX/XX/XXXX XXXX XXXX on temporary status which delayed my four year degre completion.
I applied for student loan thru MOHELA after depleting my XX/XX/XXXX g.i. Bill, and I had one more class to finish.
The school did not notify any of their students that they were shutting down as a result of accreditation loss and low student attendance. In fact, I found out thru the news in in the morning during my daily routine on XX/XX/XXXX.
I informed the student loan lender. They wont be flexible to accepting very low payments despite my income hardship, and in the mean time Im waiting for student relief assistance program to help me discharge this loan which is a long term wait.
The anomaly of this event that I never thought would happened to me as im Learning as I go in this process is that the student lender practices is unethical.
The student remains unaware of the lenders security process to assure that the school is not going bankrupt, or if they are abiding by law and education standards state and nationwide. Thus endangering the students/customers economic well being as well as their credit.
Hence, the customer has right to be informed of such potential risk if the school chooses not to inform the student.
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| 02/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I signed up for XXXX loan forgiveness. I submitted my application on XX/XX/XXXX, and it took XXXX 5 months to process XXXX XXXX for one employer. They then told me I had to wait to be transferred to Mohela in XXXX on the XXXX. After the transfer, I received my first payment count of 4. I consolidated my loans in XX/XX/XXXX. I decided to be proactive and created a PDF with all the XXXX submissions and all communications I received from XXXX, to speed the process up, not realizing that when I was transferred from XXXX that XXXX ( according to a supervisor I spoke with recently ) none of the information is transferred over and so that have to process the upload, which I don't understand why they would need to process a form twice when it was approved by XXXX XXXX I submitted the upload on XX/XX/XXXX and still have not heard anything back, nor has my payment tracker moved past 4. When I call, I get told to wait, and the most recent call said I had two pages 1 's ; one was good because of the " wet '' signature, and the other bad because digital. That it may get rejected, which I can not understand why when the original form was already approved. i submitted another form on XX/XX/XXXX which was marked duplicate. My original XXXX and the one for the year update submitted on XX/XX/XXXX are processed as of XX/XX/XXXX but my accounts have only moved by 10. It's been almost another 30 days with no account movement. I do not believe Mohlea is acting in good faith on my account.
|
| 11/02/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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When the Student Debt Relief plan was announced, I called my loan servicer, XXXX, on Saturday, XX/XX/XXXX to request a refund of student loan payments that were made during the forbearance period.
I spoke with XXXX ( ID # XXXX ) who informed me since there were three payments, she would have to put in three different refund requests. The three payment amounts were XXXX, XXXX, and XXXX. She mentioned there wasnt a definite timeline as to when to receive the refunds, but it could be anywhere from two weeks to two months.
I received two checks from the Department of Treasury on XX/XX/2022 : one for XXXX ( Chk. # XXXX ) and another for XXXX ( Chk. # XXXX ). As of XX/XX/2022, I have yet to receive the third refund of XXXX and its been more than 60 days.
On XX/XX/2022, I called MOHELA to inquire about the refund, and they still did not have my complete account information. I instructed them to add a note that I was awaiting a third refund in the amount of {$26000.00}.
On XX/XX/2022, I called XXXX to inquire about the status once again and the rep I spoke with, XXXX, explained that since my account had been transferred to MOHELA, they no longer have access to any information regarding my account and instructed me to call MOHELA. When I contacted MOHELA, the rep I spoke with explained that since they werent the servicer that put in the request, I would have to call XXXX.
I have not been able to get a response or a concrete answer about the status of my third refund.
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| 02/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I received a refund on payments I made during the forbearance, and am now being charged interest by Mohela. I called on XX/XX/XXXX23 after I received the refund and saw the interest, and a request was put in to have that interest removed, because according to that rep ( and all other info I can find from Mohela and the DOE ) that should not have been charged. This seemed to be happening to others as well. I was told to wait 5-7 business days for that to take effect, and checked on XX/XX/XXXX, called today XX/XX/XXXX when I saw that interest was still on there. I was then told that the interest accruing was from the refund, but this can't be accurate : 1 ) nothing has been due from me to Mohela, I was transferred to them when XXXX stopped servicing during the forbearance 2 ) I was up to date on all payments to XXXX, with no outstanding interest or principle at any point 3 ) all payments I made during the forbearance were interest-free, so all applied to principle, and no interest should have accrued from reversing those payments. After the rep today checked with a supervisor and again confirmed incorrectly that the interest accrual was because of the refund, she rudely asked me what I wanted to do about it, and I asked if there was someone else I could speak to, because that wasn't accurate, and I wasn't trying to tell her how to do her job, I didn't know how to fix it, but it needed to be fixed, and she put me on hold without checking in for the connection as usual.
|
| 09/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Transferred from XXXX to Mohela XX/XX/XXXX. Never received any communication or initiation of contact from Mohela. Incomplete transfer of payment history and other information as of XX/XX/XXXX. I had to beg Mohela for payment history and they treated me as if they were doing me a favor by providing info.
My PSLF applications have not yet processed through Mohela or updated counts despite being submitted spring XXXX. Agents, Managers and Supervisors unable to explain why my applications have not processed after 8 months. I have been told to be patient since XXXX XXXX. Ive had to resubmit my XXXX Loan Forgiveness application 3 times because of bad instructions and information from Mohela personnel. On XX/XX/XXXX, Mohela agent stated I would disqualify myself from PSLF if also applying for TLF. Spreading inaccurate information and completely misrepresenting the basics of COVID Waiver. Making loan holders jump through hoops, agonize and stress over possibility of jeopardizing their opportunity for financial security, making corrections to and having to resubmit applications because of Mohelas mistakes and holding up the forgiveness process in general. Im sure many have just given up. It is exhausting and discouraging spending so much time and energy with not even the bare minimum of regard or support from loan servicers. Many agents are condescending and rude when answering questions they are being paid to answer. This entire experience and process has been appalling.
|
| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I started my student loans in XXXX. I am currently in PSLF. I do not believe my count is correct. I have spoken to Moehla about 15-20 times regarding my loans since XXXX of this year. They have told me to contact Federal Student Aid to inquire about the discrepancies. Mohela has acknowledged to me that I am missing payments and the update to my account through IDR one time update. Last Friday, I spoke to a customer service operator, and he asked me questions about my account and said that he does see that I am missing payments. He assured me that it would be fixed by Tuesday of this week. I contacted Moehla again on Tuesday. My payments keep coming back to me, but my account and routing numbers have not changed in over ten years. I finally sent them a check through my bill pay because I will be late on payment soon. The customer service operator told me that the previous customer service operator could not of told me the truth about my account because they can't see before XXXX ( the year that I signed up on FSA and they consolated my loans ). I was told to contact FSA again, which I did, but the operator would not offer me any assistance. I feel like both companies/ organizations are telling me to contact each other, both not offering any correct assistance to me. I downloaded my data off of FSA and it did show that I have over 130 months in repayment and over 48 months of forbearance. Any help that you can offer would be much appreciated. Thank you..XXXX XXXXXXXX
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| 03/09/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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Mohela is my current loan servicer. They are reporting on my credit report that I was 90-120 days delinquent in XX/XX/XXXX-XX/XX/XXXX. I contacted Mohela and they indicated that it was transferred over delinquent from XXXX loan servicing. I know that I have never been late. They said to call XXXX. I called XXXX they have no record of servicing my loan since XX/XX/XXXX. XXXX said to call XXXX XXXX, XXXX XXXX has n't serviced since XX/XX/XXXX. I called XXXX and XXXX and nobody has serviced this loan since I consolidated XX/XX/XXXX. I have called the student loan servicing help line, the nslds.org, website and assistance number, and the student loan support center XXXX. Nobody is able to provide this information, nor do they show any delinquencies. I am unable to verify the information provided, and XXXX is unwilling to verify the information that they received when transferred over. If they are reporting on my credit report based on information received from a previous provider than that appears to be faulty. I am asking that Mohela verify the information that they received when the account was transferred and/or correct my credit report as required by the FCRA ; and therefore it is a violation of the Fair Credit Reporting Act.. Per Mohela my account was transferred over delinquent in XX/XX/XXXX ; and continue to base their reporting off of inadequate and unconfirmed information and due to this violation I am requesting my credit report be updated as required by law.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela is my student loan servicer. I have been using the Federal Student Aid and Mohela loan repayment calculators since late XXXX to prepare for repayment post COVID. My payments have consistently been estimated around $ XXXX when accounting for my new higher income as well as my spouse 's income and loan amounts. When payments resumed in XX/XX/XXXX, Mohela posted that I owed {$930.00} a month. I applied for the SAVE plan using my income, my spouse 's income and our loan amounts. This payment was estimated around {$500.00}. My application was approved by the end of XX/XX/XXXX per Mohela but my payment stayed at $ XXXX. I called a Mohela representative in XX/XX/XXXX to resolve this, they confirmed by doing the payment calculator with me on the phone that my payment is estimated around {$500.00}. They resubmitted my SAVE application while I was on the phone and told me my payment would be reflected in a few weeks. It is now XX/XX/XXXX and my payment is still showing as $ XXXX on my Mohela account. I have waited hours on hold to speak to a Mohela representative about this to no avail. I can not and will not make this payment. Mohela has not sent me this bill in the mail, they have not updated my payment with the SAVE plan reflected, and I can not get in touch with anyone to resolve this issue. Additionally, my payment prior to COVID was only $ XXXX. Due to the COVID allowance of using the previous year 's income, my payment should not have even changed this year.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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On XX/XX/XXXX, I logged into my account with my federal loan servicer MOHELA. I have an account alert that says the following : " We are in the process of updating your account. You will not be due for payment until after XX/XX/XXXX, and your interest rate will be 0 % through 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. '' My account lists a payment due on XX/XX/XXXX and XX/XX/XXXX. Mohela customer service told me 2 conflicting things in my 2 calls to them. The first representative told me they could not see the account alert and advised me it was probably a mistake. They told me to pay my normal payment as scheduled. The socond representative told me it was a legitimate message, and that I could ignore any bills and past due statements until XX/XX/XXXX. They would not refund my XXXX payment, but told me it would be placed in a " paid ahead '' status and would count for XXXX 's ( XXXX ) payment.
I have received conflicting information both on my account and by customer service. I will not be making a payment based on the account alert and representative who told me that I had no bill due until XXXX. But I can not pin down any solid information from Mohela on what is due and when.
|
| 03/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
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I have been paying student loans for the past 10+ years and have worked in non-profit/government positions throughout, qualifying me for public service loan forgiveness. My student loans have been bounced around multiple times throughout the past 10 years to various servicers. I applied for a consolidation of loans in XX/XX/2022 after my Direct loans had been transferred to MOHELA, and it took until XX/XX/2022 for it to process, which is an excessively long time. I take part in a forum where many people discussed the process taking about a month or two at most. Every process with MOHELA takes an extremely long time, longer than any other company I have ever dealt with. They are reporting that they need 90 BUSINESS days to process a form verifying employment. This process would take a few weeks with my prior servicer. I have also been told after following up regarding getting updated payment counts on my PSLF tracker that they need 90 business days to obtain past payment history for my consolidation loan. I have waited since XX/XX/2022 with no result, but I believe that 90 business days is unreasonable and unacceptable. I am currently eligible for loan forgiveness but I am stuck in a waiting hold. And then from my understanding, it will take an ADDITIONAL 90 business days once they verify I am eligible, for the forgiveness to actually be processed. This time frame is absolutely unacceptable and is holding me up financially as my loans remain on my credit report.
|
| 07/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Requested loan refund in XX/XX/XXXX. FULL loan balance was restored and I received a PARTIAL refund in XX/XX/XXXX. {$9300.00} refund is still missing. Allegedly, check was issued by treasury department but lost in the mail. Requested check to be cancelled and re-issued in XXXX of XXXX and was initially assured that it would take approximately 2 weeks. Called to follow up countless times since ( at LEAST once per month but often more ) and have been assured each time that the refund is being worked on. Eventually, in XX/XX/XXXX, I was told that nobody at Mohela ever submitted the request but that it was done at that time and would take UP TO 90 days for me to receive a refund check. I was told that my loan balance could not be accurately updated since the refund process was started even though I have not received the money back. It is now XX/XX/XXXX ( past the 90 day mark ) and I have not received a check. I called Mohela XX/XX/XXXX and was told the check has NOT been re-issued still. Mohela still refuses to update my loan balance. My credit rating has been affected by this inaccurate debt-to-income ratio as well. It has now been approximately 11 months since I first requested a refund and 5 months since I requested the re-issued check and for my loan balance to be corrected. Mohela has only ever responded to messages by stating that they need more time to look into my issue and that they have up to 15 days to respond but have NEVER reached out to follow-up.
|
| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loans have recently been transferred to a new service provider, MOHELA. Upon restarting payments in XXXX. I have been diligent in making sure my automatic payments where established before repayment began. I also made an extra payment in XXXX to cover the interest that accrued for that month. When I logged into my account 2 weeks later, I noticed there was a balance of an additional {$50.00}. So, I paid the {$50.00} dollars at that time. From there, I fully expected for my automatic payments to take over and for my account up-to-date. I checked my account today and not only has MOHELA skipped a payment for the month of XXXX. They are incorrectly calculating the interest payment and applying my payment to the interest only. Nothing has been applied to my principle. I called MOHELA today, XX/XX/2023. After navigating through a series of convoluted auto responses for 20 minutes. I was able to request to talk to a representative to which I was placed on a 1hour and 30 minute hold. When I was finally able to take to a person. I detailed my issue and the rep and I both calculated what the interest should be. We both came to the same number. She then escalated it to another department who denied wrong doing. I would like for this company to be investigated and audited for negligent and erroneous loan mismanagement. As I type to compliant, I am currently still on hold waiting to talk to a supervisor. I have hold for an additional 2 hours and 30 minutes.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I paid my monthly due throughout the Pandemic pause even after the following timeline began...
XX/XX/XXXX I was notified that my servicer Mohela would process my loan forgiveness XX/XX/XXXX Received an email from Mohela that my student loans were forgiven XX/XX/XXXX US Dep of Education emailed notification that the payment pause was ending and that I should check with Mohela because my account was awaiting discharge On or about XX/XX/XXXX I called Mohela customer service and was told that my file was processed on XX/XX/XXXX and the refund would be redeposited in the manner paid within 60 days after the call, I checked the app, the app showed a {$0.00} loan balance but a credit balance of {$15000.00} ( I took a screenshot ).
XX/XX/XXXX I called 3 times, the first time the wait was XXXX minutes but the call was answered at XXXX minutes. When I finally spoke to a rep she said there was no file -- I explained that it had been forgiven and gave the old account number. I was on hold for XXXX minutes so she could talk to her supervisor, and she came back again and said she would transfer me to her supervisor, I held for XXXX minutes and the call disconnected. I called back but the call center message said I needed to call during hours of operation.
XX/XX/XXXX I called again and waited for XXXX mins. This representative saw that there was previously a credit but indicated refunds would take 90 days.
I just want a solid answer on when I should see this refund.
|
| 06/14/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
|
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Web |
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I currently have 2 accts with mohela student loans that are currently in active and in good standing. On my credit reports it shows late remarks from XX/XX/XXXX through XX/XX/XXXX. I was in a forbearance at that time, due to a tragic accident that my wife was in and she passed away and she happens to be the mother of my XXXX year old daughter so I'm currently raising her all by myself and during that time period I was offered a forbearance on my loans and I was advised that it wouldn't have any negative effects on my credit report. Well now I notice the company was reporting late payments during those time periods which is hindering alot of financial things in my life. Its stopping me from getting a promotion at work which would substantially increase my salary by approximately {$1200.00} a month, my car insurance is higher than it could be, and I'm also in the middle of trying to close on a mortgage and it's not giving me the opportunity of a prime interest rate. So this is costing me about {$1700.00} dollars more per month, all while im trying to raise a XXXX year old all by myself in a good structured environment and living situation. Somebody please help me as this matter is time sensitive so that I can close on my mortgage prior to my XXXX year old starting XXXX in XXXX which she is very excited about. This would help substantially towards helping a XXXX year olds living situation alot better if this can be corrected quickly. Thank you and XXXX bless
|
| 07/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
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I've been disputing fraud accounts on my credit report since XX/XX/2021. I keep sending multiple sets of letters to the bureaus and the creditors so the excuse of " we didn't get it '' doesn't happen. Furthermore, each letter is certified mail with tracking and each letter shows signed and delivered and yet the bureaus are still not taking any actions. The accounts are not showing in dispute nor are they removed from my report. The accounts always show up with different name variations and different account number variations and yet the bureaus seem to ignore the trend and let these fraud accounts affect my credit score. I have requested the investigation to be initiated and also verifiable proof to be submitted should the account claim to be mine. Not only have I not received any mail showing the verifiable proofs needed to justify the accounts to be on my report, I haven't even received any letters at all stating the investigations have begun. Per the FCRA and federal law, the process is supposed to be 30 days. 60 days later, I'm still here shelling out money for certified mail with no end in sight and no results to show. This is my last option before I take this up with my lawyers and sue for full compensations and damages incurred. Finally, it seems that when these complaints are submitted, the bureaus are using the excuse that they " can't confirm my identity '' to get away with taking no actions on my credit report. Please investigate this as well.
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Applied for SAVE and updated my PSLF payments as instructed in XXXX or XXXX.
On XX/XX/2023 I received a statement dated XX/XX/2023 with a due date of XX/XX/2023 for {$110.00}. The date of this email violated the 21 day rule as admitted by MOHELA themselves on XX/XX/2023. Nothing in the statement indicated this was under SAVE.
I have been preparing as much as I can for payments to resume still knowing that I had no idea how much I would be paying come XXXX, so when I received the statement I immediately looked at my XXXX budget to schedule payment.
However, on XX/XX/2023, I received an email that my account had been placed in administrative forbearance. No reason is given and I have not been able to determine whether that administrative forbearance will count towards PSLF. It absolutely should count since this is MOHELAs mismanagement.
Finally, when I submitted updated PSLF paperwork it was not to request forgiveness as I dont have 120 payments yet. However, the form should have been processed so as to update the number of qualifying payments I have made. With XXXX, I recertified the number of payments annually. Instead of that number being updated, I received a letter rejecting forgiveness because I hadnt made 120 qualifying payments. How am I supposed to know where I stand and apply for PSLF at the appropriate time if they wont update the numbers when I re-certify my employer?
MOHELA has had years to prepare for this. YEARS. This is asinine.
|
| 11/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
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On XX/XX/2023 I was informed MOHELA has placed an Administrative Forbearance on your account. I called on XX/XX/2023 to see why, and was told it was a processing forbearance. I have been on the standard/level repayment plan for over a month at this point and an auto debit under this plan was actually withdrawn on XX/XX/2023. This is the payment plan I requested to be put on after I was denied PSLF eligibility for my current employer. Mohela has no reason to place my account under this administrative forbearance and in doing so, has removed my auto debit and subsequently the 0.25 % interest rate deduction. Meaning I am paying and accruing more interest until this forbearance is lifted from my account, which I was told could take 45 days or longer. This HAS to be illegal placing someone on a forbearance against their will and STILL allowing higher interest rates to accrue. After being escalated to a supervisor, I was told it would be escalated to be removed quicker and still no explanation was provided why the processing/administrative forbearance was placed on my account when I was on the standard plan and did not apply for any other plan. Mohela needs to be investigated for predatory behavior and charging higher interest rates from forced forbearances. Furthermore, if an administrative forbearance was placed on my account on XX/XX/2023 according to the documents attached, HOW and WHY was auto debit still happening on XX/XX/2023? This makes NO SENSE.
|
| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was told by Dept of Ed on XX/XX/XXXX to apply for the new XXXX XXXX. I applied on XX/XX/XXXX, and then logged in to Mohela to see I already had a payment plan in the system ( which was not the case before ). I called Mohela on XX/XX/XXXX to cancel the new IDR payment plan request. I was told by the rep that I wouldn't need to pick a new plan until XXXX. I called back on XX/XX/XXXX to confirm the new payment plan would be cancelled, and I was told yes.
XXXX XXXX I got an email from Mohela that some of my loans were in administrative forbearance - I did not ask for this. I called several times to find out why, as I would like to repay ALL of my loans not just some, and was not able to reach anyone.
When I logged into my Mohela account on XXXX I see that my payment amount is now double the cost of what it was last month. A surprise increase by XXXX XXXX dollars. I called Mohela several times this week and did not get through until yesterday, XX/XX/XXXX. I was on the phone with the rep who said she was going to have a supervisor review my account. I was told to continue holding. After XXXX minutes, the rep hung up on me. I know for a fact she hung up because the phone was on speaker and resting on my desk, I did not touch it at all. The rep said during our call that she would call me back if we got disconnected, but she never did, so she 100 % purposefully disconnected. I did some research and I am far from the only one that Mohela has hung up on.
|
| 09/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I was solicited by MOHELA to convert from a low interest student loan ( that I was happy with ) to a direct loan and apply for temporary PSLF waiver as I had completed over 10 years full-time employment at a 501 ( c ) 3 nonprofit employer.
I went through the necessary actions to verify my qualifications for this and if this was done before XX/XX/2022 I would have my loans forgiven through this temporary PSLF waiver.
However, after appropriately submitting this information in XX/XX/2022 and having employer sign off, MOHELA did not inform me of a processing error on their part despite multiple attempts by phone, emails, and online communication regarding processing timeline.
They ( MOHELA ) even advised me to switch to a much more financially burdensome IDR repayment plan under the premise that this would expedite my PSLF approval. I would not have signed up for this plan otherwise.
Now, after once again contacting MOHELA for assistance and re-processing paperwork with new PSLF application, I have received notification that I do not qualify for complete PSLF.
They ( MOHELA ) have essentially performed a bait and switch from a student loan payment plan and company at a locked-in, low interest rate ( that I was very happy with ) to now paying a higher interest rate and higher monthly repayment from false advertising. MOHELA has been negligently misleading, unprofessional, and with poor customer service for which they should be held to account.
|
| 12/22/2023 |
Yes |
- Debt collection
- Federal student loan debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
|
My federal student loans were transferred to Mohela from XXXX. In XX/XX/XXXX, I completed an application for an IDR plan with the Dept of Education and Mohela, specifically the SAVE plan, as I have always been on an IDR plan with these loans since I began repayment in XXXX Mohela repeatedly denied my application, even though they had all the information and documents they needed to confirm my eligibility and calculate my payment. I repeatedly called them to attempt to resolve the issue, and I received conflicting communication via telephone and letters. In XXXX XXXX Mohela placed me on administrative forbearance because they could not timely process my application, even though I would rather not have been in forbearance because it doesn't count towards PSLF. In XXXX, Mohela informed me that I had been placed on the SAVE plan and would have a XXXX XXXX monthly payment. But then they unilaterally removed me from forbearance at the end of XX/XX/XXXX, but did not begin my SAVE plan until XXXX XXXX. In the meantime, Mohela withdrew {$1200.00} from my checking account on XX/XX/XXXX for a payment on a " standard '' or " level '' plan that I never asked or consented to be on, and that I never should have been on, because I was always on an IDR plan ( including when my account was transferred from XXXX to Mohela ), I had already completed my application to be put on an IDR plan, and Mohela had already determined that I was eligible to be on the SAVE plan.
|
| 10/19/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
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I have federal loans that date back 20 years and I've worked in public service for the federal government for the last 20 years. My employment consists of 6 years active-duty XXXX XXXX XXXX and XXXX 9 years 10 months working for US Department of Transportation XXXX The Public Student Loan Forgiveness ( PSLF ) program and Temporary Expanded PSLF ( TEPSLF ) forgive federal student loans for individuals that have worked in public services for 10 years or more. I have worked for the federal Government for more than 15 years. I submitted the PSLF Application more than 10 times over the last 7 years. Earlier this year XXXX began to process my XXXX XXXX and qualified/certified XXXX of my eligible payments. For some reason they stopped and did not count the additional XXXX payments that qualify under PSLF And TEPSLF. Once again, my servicer has changed. The new servicer MOHELA has not responded to my email or phone calls. I have not been able to get ahold of anyone at MOHELA to discuss my situation and to get may TEPSLF reviewed and payments recounted. To clarify when I call MOHELA I am put on hold for more than an hour and then they terminate the call while I am on hold waiting to talk to someone. I have not yet been able to speak with anyone at MOHELA and I am concerned that while I continue trying reach out to someone about this matter, I will miss out on XXXX which expires XX/XX/XXXX.
Attempted phone calls XX/XX/2022 & XX/XX/2022. Hours on hold 3+.
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| 12/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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For the past XXXX plus years, I have been contacting Mohela via chat, phone and secure messages. I began work on XX/XX/16 and have worked at my employer the entire time, full time with XXXX time off. Even during XXXX, we were full time working in person. For some reason, my XXXX keeps showing up at XXXX months which is over 1 year less than what I should be credit with. I know I am not ready for full forgivness yet, but with my payment count being incorrect, when I do qualify, I will have to go through this hassle. Prior to Mohela, I was with XXXX XXXX and certified once a year with XXXX issues. Now, Mohela can not seem to get my payment count corrected. I have talked to agents on XXXX separate occasions, and XXXX of the times, the agent has sent my file off for manual review because they do not understand why my count is not updated. It seems they are missing an entire year of qualifications. Again, I certify every year, around the third week of XXXX. They also had me re-submit multiple certifications which seem to mess my account up further. It seems that if someone would actually look at my account, it is fairly easy to see I was employed since XX/XX/16 and am still currently employed. This should not be this difficult and I fear when I hot my 10 years, I will have more trouble trying to get this corrected. I am requesting someone look at my account as well as all my certifications and updated it to the correct number of qualified payments.
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| 05/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My federal loans with MOHELA were consolidated on XX/XX/22. Shortly after consolidation the loans were separated into " subsidized '' and " unsubsidized '' with different qualifying numbers of payments for each. As a consolidated loan each portion should have the same number of qualifying payments, which is currently listed correctly for the " unsubsidized '' portion ( 106 payments ). The " subsidized '' portion is incorrectly listed as 90 payments. MOHELA representatives by phone tell me it's an error for the two portions to have different payment counts and they indicate the subsidized number will be updated to the same, higher number displayed for the unsubsidized portion. However, I am not told this in writing and the representatives do not indicate when this will happen.
In response to a payment recount I requested through the CFPB ( complaint ID XXXX ), MOHELA reiterated the same incorrect information that is currently displayed on my profile -- the " subsidized '' portion is listed as 90 payments and the " unsubsidized '' portion is listed as 106 payments. The company 's response provides no justification as to why the consolidated loan has two different qualifying payments count. I contend that a payment count was not done and that the company simply responded with the current, incorrect information listed in my profile.
I am requesting another recount. The consolidated loan should have one qualifying payment number of 106 payments.
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| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XXXX I obtained a private loan to pay down a Parent Plus loan with the federal government. During that time my account was going through consolidation. The total amounts to be consolidated was reduced by student aid.gov to {$61000.00}. The private loan company sent Mohela {$45000.00}. Balance should be {$15000.00}. Mohela is still showing a balance of {$61000.00} plus interest. It is in forbearance but the interest is still accumulating. I have called multiple times since XXXX to ask them to clear up my account so I can begin paying down what I actually own.
XX/XX/XXXX - XXXX stated it was being reviewed to reapply it the consolidated loan and it should be fixed by XX/XX/XXXX.
XXXX - XXXX spoke to supervisor XXXX who stated stated it was sent to a supervisor for review.
XX/XX/XXXX - XXXX stated the request was incorrect and they had to request a pre-conversion review. She believes the {$45000.00} was applied to older loans. This request has to go to the Federal Accounts Department.
***All of my older loans were paid that is why I only consolidated 3 loans.
I also spoke to XXXX on XX/XX/XXXX who stated it should have been corrected in XXXX as well.
Now I have a private loan plus the federal parent plus loans which the balance is not correct.
I also have a opened a compliant with my state senator, the ombudsman and student aid.gov.
I would like to make a formal compliant to show I have tried multiple times to get this issue corrected.
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| 09/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I transferred my loans to motels in early XXXX and had to call multiple times to eventually learn that my application had essentially been stuck and that they would need to put it back in the cue.
Early XXXX I received notice that my labs are transferring but the online account showed XXXX balance until mid XXXX. On XX/XX/19 I was able to see a balance and an expected payment of ~ XXXX XXXXXXXX. This is greater than XXXX the amount that studentaid.gov calculated for IDR and almost twice the standard repayment rate.
At the same time I have been trying to silly for a mortgage but can not currently get through underwriting unless I have formal documentation of my actual payment.
I submitted a new IDR request and have been calling nearly every day and have been getting told 5-7 business days or 1-3 more days.
I called today to again request sons assistance in expediting the process. Later XXXX the application has changed to approved online but without any change in the listed payment. I called back and they said it could take up to 90 days for the system to reflect this.
I requested a letter explaining that I had been approved for the plan and the expected payment and was informed that it would be at least 5-7 days to process the request for a letter and that it would have to go through traditional mail.
They were unwilling to try and find an email solution and told me if Id like to speak to a supervisor that there would be a 2hr wait.
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| 10/30/2020 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I have federal student debt that was refinanced by the private lender XXXX and later sold to Mohela. When I login through XXXX/Mohela there is language indicated that payments and interest on student loans has been postponed due to National Emergency.
I applied for forbearance due to National Emergency with this lender, and I am still accruing interest. When I spoke to customer service they indicated because my federal student loan was refinanced with their private company, I am not eligible for 0 % interest during my forbearance. There are several reasons I wish to file this complaint.
1 ) Companies offering to refinance federal student loans, due to under the premise of offering borrowers relief through the form of lower payments, etc. I was not informed when switching my loans to this company, that I would no longer be able to qualify for assistance/aide in the event of a National Emergency that I would have been afforded had I left my loan with the federal institution, therefore I could not have made an informed decision about this.
2 ) I would argue that this is quite unethical to take advantage of borrowers during a National Emergency by refusing them financial assistance that they would have been entitled to had they left their loans with the original lender. It is taking advantage of consumers during a vulnerable time.
I believe that these private lenders should be subject to the same guidelines as federal lenders during this time.
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| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for a SAVE IDR Plan on XX/XX/XXXX with XXXX. I was then directed to XXXX student loan servicing where my payments were supposed to reflect the $ XXXX. I added a PSLF certification on XX/XX/XXXX and then all my loans were moved from XXXX to MOHELA. It took them a few weeks to implement this change and then I logged on to see $ XXXX reflected until I received information I have a payment due on XX/XX/XXXX of {$500.00}. When I access their website my next payment date is not present, but when I log onto XXXX it says I am due on XX/XX/XXXX. I have not received a letter finalizing anything for an amount due this month? When I go into my loan details in MOHELA it shows XXXX different loans showing a " current due '' totaling {$500.00}. This is simply outrageous. Like how should I pay that every month?? I put in another IDR request to MOHELA and they still have not adjusted their error. I put in another direct loan app on their website today XX/XX/XXXX. They have defaulted XXXX of my loans that I can not pay. I am not paying MOHELA a single XXXX till my payments are resolved properly. I have all the proof on my XXXX and have uploaded the original document of my approved SAVE plan online. There is no reason anything should be changing with a PSLF cert. Ridiculous nor should I be waiting for centuries on a resolution that should have never happened when they switched to MOHELA. LOAN SHOULD REMAIN THE SAME ON SAVE PLAN. Please check my XXXX.
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| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I originally filed a complaint about Mohela 's handling of my XXXX loan payment terms and the lack of adhering to the Federal guidelines. I filed complaint XXXX on XX/XX/XXXX. I just received a response from CFPB with the response from Mohela which leads to even more ambiguity. Mohela 's letter dated XX/XX/XXXX states that there records show that I am on an Exceptional Discretionary Forbearance until XXXX. However, this is conflicting information with what I have received from them since I filed my complaint on XX/XX/XXXX. I have attached documentation which shows the ambiguity which still leaves me not knowing where I stand on whether I need to start making payments or if I'm in Forbearance. The timeline is listed below : XX/XX/XXXX - Received a letter dated XX/XX/XXXX stating that I was being placed on Exceptional Discretionary Forbearance from XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX - Received a letter dated XX/XX/XXXX stating that I was under a Processing Forbearance from XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX - Received a letter dated XX/XX/XXXX stating that I was under an Exceptional Discretionary Forbearance from XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX - Received a message from Mohela through the online inbox that my payments would be resuming on XX/XX/XXXX. Which is only a 13 day notice.
XX/XX/XXXX - Received a letter from Mohela via CFPB complaint resolution stating that my loans were still in Exceptional Discretionary Forbearance through XXXX.
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| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am a loan borrower on track to have my loans forgiven under PSLF. As encouraged by the federal government, I submitted a request to have my Income-Based Repayment plan moved to the REPAYE ( prior to SAVE ) payment plan on XX/XX/2023, but heard back from Mohela via email on XX/XX/2023, that moving to REPAYE plan would increase my monthly payments, so they took no action. I resubmitted a request to have my payment plan moved to SAVE on XX/XX/2023, but have now received a notice from Mohela on XX/XX/2023, that my account has been placed on administrative forbearance until XX/XX/2023, while they process the request. This will add two additional months ( with interest accruing ) until I am eligible to receive PSLF, because while I currently have 105 eligible payments, the forbearance will now eliminate three would-be eligible payments I would have made in XX/XX/2023, XX/XX/2023, and XX/XX/2023, that would have counted towards PSLF, thereby achieving 120 payments sooner. I have followed all instructions and abided by all deadlines, and do not feel I should be penalized because Mohela is not able to process the traffic of payments and requests at this time. Attempting to call Mohela several times, I have been on hold for countless hours with no reply. There is absolutely no accountability for what, as far as we know, could be an intentional delay to increase my interest and overall payout that Mohela will receive when I finally qualify for PSLF.
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| 02/22/2018 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I was recently accepted into the Public Service Loan Forgiveness program, and was instructed to make my payments as usual to my current student loan servicer ( Mohela ).
On XX/XX/2018 I made an online payment to my student loan servicer, Mohela, for {$830.00}. I received an email confirmation of the received payment that same day.
Mohela processed this payment on XX/XX/2018 and {$830.00} was withdrawn from my XXXX checking account.
My student loans were then transferred to XXXX XXXX on XX/XX/2018. The payment of {$830.00} that was made to Mohela on XX/XX/XXXX was not transferred to XXXX XXXX.
On XX/XX/2018 I was notified via mail that my student loan had successfully transferred to XXXX XXXX. I also received a notice via mail on XX/XX/2018 that my XXXX payment was past due. The scheduled payment date listed for XXXX XXXX was XX/XX/2018.
Upon receipt of this notice, I called XXXX XXXX immediately to resolve this situation. The service representative informed me that any payment I made to Mohela in early XXXX should transfer in a few business days and be applied as a credit to my XX/XX/2018 payment, but that I will need to make a payment that would cover both XXXX and XXXX. On XX/XX/2018 I made a payment to XXXX XXXX for {$1600.00}.
As of today, XX/XX/2018, I have yet to receive notice and application of the transfer of funds I paid to Mohela for XX/XX/2018. At this time, I am currently being billed for {$830.00} for XX/XX/2018.
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| 03/09/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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My student loans were deferred while in graduate school and recently became eligible for repayment. I had existing ACH auto debit instructions setup with Mohela, my loan servicer. Upon the end of deferment, only XXXX of my XXXX loans were drafted by ACH. I was misled to believe that setting ACH payments would include all loans. This misstatement resulted in my remaining loans to be late, incurring additional interest. It was only by chance that I logged onto the Mohela.com website to check my loans that I noticed I was one day late. I am signed up for paperless statements and did not receive an email, phone call, text message or other notification that my loan was delinquent. Had I not logged onto the website I would not have known I was late, would have incurred additional interest charges and possibly had a negative impact on my credit score. I confirmed that all my contact information was correct to ensure any communication from Mohela would be received without error. It is clear that Mohela is purposefully misleading students and borrowers about their ACH auto debit practice. This is a misleading, wrongful practice designed to delay payment to the loan servicer. As such, it increases the interest students pay on their loan and generates a larger profit for the loan servicer. If Mohela were honest about their ACH draft policies, they would have sent correspondence clearly stating that not all student loans are enrolled for ACH debit.
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| 08/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have recently completed a 5 year repayment of my debts as part of a XXXX XXXX Bankruptcy repayment plan. I made diligent monthly payments for 5 years as part of my XXXX XXXX plan- never missing a single payment. I have received my legal confirmation that my XXXX XXXXXXXX is paid in full and has now been closed. However, in the case of XXXXMohela -- they contacted me after the bankruptcy closed to say I owed them an additional {$8900.00} and that payments would need to begin immediately. I called Mohela immediately to inquire -- Why do I have a balance due? Was this an accounting mistake? Did they not understand the XXXX XXXX payoff memo? Or is there some other reason that this amount was not claimed/included when they were contacted as part of my XXXX XXXX process? I do not believe I'm responsible for this amount, and I asked over 5+ long telephone calls, multiple unhelpful call-backs from " supervisors, '' and many harassing emails and phone calls trying to collect on my " debt. '' I have submitted requested proof of payoff to Mohela, received no reply, received an account history, but still no confirmation of why the amount they now claim I owe wasn't included in my 5-year repayment plan. I'm now being threatened with late payment fees and negative reporting to credit buraus for late payments -- this has been very frustrating, and I feel I'm being strong-armed into paying without proper understanding of why this debt is owed.
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| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Application to decreased the amount due per month to reduce the monthly payments as well as recertification to be continued in the PSLF program with my current employer at a not for profit with verification as requested by loan servicer, MOHELA.
XX/XX/XXXXXXXX : Application for PSLF was initiated.
XX/XX/XXXXXXXX : Income Driven Repayment [ IDR ] Application submitted on student.aid.gov website.
IDR monthly amount was projected at XXXX on the Income-Contingent Repayment Plan.
XX/XX/XXXXXXXX : PSLF reapproved on Federal Student Aid website XX/XX/XXXXXXXX : PSLF acknowledged by MOHELA XX/XX/XXXXXXXX Federal Aid website states the application was reviewed and processed.
XX/XX/XXXXXXXX and XX/XX/XXXXXXXX Administrative hold was placed on account.
XX/XX/XXXXXXXX No solution after a phone call to reach an understanding after 94 minutes on the phone with MOHELA.
Application was still " pending " Customer service stated they were processing applications submitted in XXXX.
My application was submitted in XXXX and there was no reason to be determined as why it was not approved and the status of the application.
XX/XX/XXXX Second request to switch to IDR submitted on the Federal Student Aid website. The amount projected remained the same at XXXX XX/XX/XXXXXXXX Direct withdrawal for payment was completed by Mohela from checking account No updates were able to be given by loan servicer. Next payment is due XX/XX/XXXX.
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| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I have identified 41 months of eligible employment between XX/XX/XXXX and XX/XX/XXXX that have not been credited to my Public Service Loan Forgiveness ( PSLF ) account. I am requesting a review and inclusion of these months towards my PSLF eligibility as it would bring my total qualified payments to XXXX, surpassing the XXXXpayment requirement.
Additionally, my student loan repayment began in XXXX, and consistent payments have been made, meeting the 20-year payment threshold for Income-Driven Repayment ( IDR ) forgiveness. Can someone let me know why I have not received either IDR or PSLF cancellation of my student loan debt?
These issues are the direct result of bad faith acting on the part of loan servicers. The PSLF waiver and IDR adjustment were the government 's way of acknowledging the unfair practices of the loan servicers and were supposed to compensate for the widespread malfeasance of these services. Yet I still have not been granted the counts that should allow me to finish my obligations and have my debt canceled. I've done my part to complete the 10 years of public service that the PSLF program required AND I've been paying for more than 20 years which the IDR program required, yet there is no relief. Just more bad acting on the part of the new loan servicer. It is impossible to navigate this system, more qualifiers come out each week on the student aid site and yet I can not manage to get free of this spiderweb.
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| 08/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XXXX of this year, I reached out to Mohela via phone call to speak with someone about an error they made to my credit reporting file. I was told that an investigation would need to be done and someone would get back in contact with me in 7-10 days. until this day I have never received a response, therefore I reached back out to Mohela, in the month of XXXX. However, due to high call volume and wait times I wasn't able to reach someone for a follow up response. I have asked Mohela to correct my credit file reporting for the month of XX/XX/2019, to reflect paid as agreed, however, their file continues to state that I was 90 days late for the of XXXX. How? This is the shortest month of any given year. Their error has affected my consumer credit report tremendously. I paid every month consecutively prior to XX/XX/2019, and my credit report states paid as agreed. This error has caused creditors to lower my credit card limit ( XXXX XXXX ). I wasn't late and I'd like for my credit report to indicate paid as agreed and remove the negative 90 days from my credit report and send an update credit report to me and all of the credit bureau ( XXXX, XXXX XXXX, and XXXX ). Mohela, has an obligation by law to report the correct information and this information isn't being displayed correctly on my credit report. I need the month of XX/XX/2019 past due to be removed to reflect their statement " paid as agreed never late ''.
Respectfully, XXXX
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I made payments to XXXX XXXX during the COVID forbearance period. My loan was transferred to MOHELA on XX/XX/XXXX when I submitted my waiver to be included in the temporary PSLF program. I received information about I am eligible for a refund of my payments under the CARES Act in XX/XX/XXXX and was told to submit the request to my current loan servicer, MOHELA. I requested the refund of my {$5700.00} in payments made to XXXX XXXX during the COVID forbearance period from XX/XX/XXXX through XX/XX/XXXX under the CARES Act to MOHELA via their online messaging platform on XX/XX/XXXX. MOHELA responded to my message on XX/XX/XXXX stating they received my request and will process the refund, quoting up to 90 days processing on their end and another 90 days for the Department of Treasury ( DOT ) to pay the refund.
On XX/XX/XXXX I called MOHELA as the funds had not arrived. The representative stated only {$1700.00} was requested to be refunded and the authorization for payment sent to DOT on XX/XX/XXXX. I submitted an appeal for the full {$5700.00} I am owed and uploaded proof of payment for that full amount to MOHELA. I have received no response.
This morning, XX/XX/XXXX, I was finally able to get a hold of a DOT representative. They said they have no records of a request for payment under my social security number.
Please help as my family and I are facing extreme financial hardship as we were expecting to have these funds by now.
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| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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
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| 12/02/2020 |
Yes |
- Student loan
- Federal student loan servicing
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- Incorrect information on your report
- Account status incorrect
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Web |
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I consolidated my student loans many, many years ago. When I consolidated the loans, I made one payment to the servicer, Mohela. I have documentation which shows that when consolidated, there is one loan. Mohela is showing on my credit reports between 9 and 13 delinquent accounts under account number XXXX with the 3 reporting agencies.
In XX/XX/2017, I filed bankruptcy, as a result of my divorce. I had never been late on my loans when in fact, I was on an income contingent plan and there were no required payments. The balance due is correct in total.
The portion that is not correct is that I no longer had, at that time, XXXX student loans. I only had one. The loans were all consolidated into one loan. I reviewed the consolidation process with Mohela and the Department of Education, each states that when loans are consolidated there is one loan. The loan statuses should show, paid for all of them with the exception for one loan totaling {$49000.00}, which is currently included in my bankruptcy.
I have been placed on long holds and transferred from one department to another with no resolution. Finally, I disputed the loan statuses with the credit bureaus but there has been no change.
I would appreciate any assistance. I do not want to dodge the loans but the information should be reported correctly. The way that this is reported, is as if, I am blatantly disregarding payment of the loans. I want my report to reflect the truth.
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| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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As of XXXX, my employment with XXXX XXXX XXXX XXXX XXXX was certified as eligible employment for PSLF by FSA and documentation was given to me by XXXX, which I have attached below.
Now that I have been switched to MOHELA, the servicer has informed me my job was not recertified ( XXXX XXXX unfortunately closed, and I imagine that is causing the confusion ), and that I have no recourse to prove that it was certified prior. If they refuse to assist me, or approve the recertification of my employment, then I will lose five years of my payments under PSLF.
My job was XXXX was also for a XXXX, which they denied. I have uploaded XXXX letters stating they are a XXXX and they simply marked the document as a " Duplicate. '' The letter was from a completely different diocese for a different employer.
I have uploaded the completed and signed PSLF form to MOHELA several times, I have uploaded tax letters solidifying both XXXX XXXX XXXX status, and MOHELA still states my job is not recertified when it had been prior.
Every time I call them, they make me wait at least an hour and then provide little to no assistance in the matter. They refuse to tell me who I should contact to ensure my job is recertified as it was prior.
It is obvious they will do anything to ensure I am denied PSLF and that my loans are forgiven as stated according to stipulations of the PSLF program.
I have uploaded the XXXX tax exempt letters to my complaint.
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| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela initially did not provide me with my financial/payment history as I requested repeatedly. On XX/XX/XXXX a Mohela customer service representative told me that I was in deferment or a forbearance for much of XXXX and XXXX when in fact I was not and was making payments and was in repayment status. Mohela was my loan servicer in XXXX, XXXX, and XXXX. Finally, after several months, the company finally sent me the requested payment history information on XX/XX/XXXX via their online portal. Mohela keeps sending me responses saying that I have XXXX qualifying payments toward Public Service Loan Forgiveness. However, these XXXX qualifying payments do not include all the payments I made in XXXX and payments I made in XXXX and XXXX according to their payment tracker and according to the payment history report dated XX/XX/XXXX which I note now includes all of my payment history. The report provided on XX/XX/XXXX yields a qualifying payment count of more than XXXX. My qualifying payment count is missing approximately XXXX qualifying payments made in XXXX, XXXX, and XXXX.
Mohela says that the payment tracker is updated upon confirmation from Federal Student Aid. However, due to Mohela 's handling of my requests and inaccurate reporting ( via a customer service rep ) of my payment status in XXXX and XXXX when they handled my loan, I don't have faith that Mohela has sent over accurate payment information to the Dept of Education/FSA .
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| 08/17/2018 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Fraudulent loan
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Web |
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I signed a loan agreement with XXXX ( XXXX XXXX XXXX XXXX ) on XX/XX/XXXX. They were going to get my loan paid off through XXXX within a number of days, definitely by the end of XX/XX/XXXX reportedly and then I would start owing money to Mohela, their loan financer. However, I got a notification that money was still being deducted for my XXXX loan in XX/XX/XXXX and when I checked my account, the loan had not been paid off. I contacted Mohela and XXXX and they said that it looks like the loan had not been paid off and they were going to look in to it and get back to me. When I had not heard back for several weeks, I contacted them again at the end of XX/XX/XXXX and they said they were going to put my loan through Mohela into administrative forbearance. I then got a notification on XX/XX/XXXX that said the forbearance had started and ended on XX/XX/XXXX and that I was still accruing interest through Mohela ( as well as through XXXX ).
I have reported this to the company XXXX again today and they said they are still trying to figure out what is going on the loan repayment through XXXX. This has been going on for almost two months at this point, I am concerned I am being scammed and that I have now signed paperwork for a loan that does not exist, but that I am being charged interest on. The company has been very poorly communicative, and I have had to follow up multiple times to get answers, which no one has been able to provide.
|
| 10/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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In XXXX two of my federal student loans, then held by XXXX, were discharged in the TPSLF program. I was approved for a student loan payment rebate check shortly thereafter. XXXX sent the order to the Department of Education who then sent the request to the Department of Treasury. The actual check had an issue date of XX/XX/XXXX in the amount of {$9600.00}.
Thanks to the USPS Informed Delivery digest I knew to expect the check in my mailbox on XX/XX/XXXX, however, it never arrived. I informed XXXX as soon as the check didn't appear in my mail on the date and again on XX/XX/XXXX I requested a stop on the check and for it to be reissued.
At some point, the would-be thief attempted to cash it. Fortunately, XXXX XXXX caught and stopped the deposit and contacted me about it on XX/XX/XXXX. The investigator informed me that the check was stopped but advised me to cancel it. I called XXXX ombudsman line again to confirm that the request was entered. XXXX immediately reported it to the Department of Education ( again ) but as of last week the DoE has not acted on it. I contacted the Department of Treasury to check on the status with their agency and neither the order to cancel the original check nor the order to reissue the check has been sent by DoE. I have tried numerous options to contact the Department of Education by no one seems to be able to help with this situation or to know of a way to escalate my request to someone who can.
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela is applying unfair, deceptive and abusive practices resulting in my payment to be approximately five times higher than the amount it should be and is delaying processing of federal government forms so I can not tell how many payments are left to be made on my loan.
I used Mohela 's online self service tool to submit an IDR application on XX/XX/XXXX in order to receive a lower payment that I am eligible for under the terms of the student loan program during the income self-certification window. The form input on their website showed my payment should decrease to {$430.00} per month. Mohela processed the form wrong and has instead increased my payment to $ XXXX. I called and spoke to customer service on XX/XX/XXXX who acknowledged that the form appeared to have been processed erroneously and stated it should be corrected in a week. They have not made the correction and have in fact accelerated the end of my administrative processing forbearance so now show that the incorrectly high payment will be due even sooner.
I submitted an updated PSLF application and employer certification on XX/XX/XXXX to have my PSLF counts updated. Although Mohela 's website says these are generally processed in 30 days and, at most in 90 days, my form still shows as " processing '' after almost five months. Until Mohela processes this form, I am unable to determine how many qualifying payments I am due to still make under the XXXX program.
|
| 03/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Good Morning, I am submitting a complaint in regards to PSLF counts not being updated properly in a timely manner. There have been numerous borrowers that have similar timeframe as myself that had there counts updated. Instead, Ive been told another 90 business days from Mohela.
Below is my timeframe.
XX/XX/XXXX : Used PSLF tool helper to generate PSLF certifcation/waiver application. Submitted via mail PSLF certification/waiver along with consolidation. Received/Processed XX/XX/XXXX.
XX/XX/XXXX : XXXX reports missing handwritten signature, which was resent back the same day. Per XXXX, XX/XX/XXXX received missing documents/processed.
XX/XX/XXXX : Transferred to Mohela and loans dispersed XX/XX/XXXX. XXXX Mohela website, PSLF application states it was processed on XX/XX/XXXX. Employment approved/verified.
XX/XX/XXXX : Called Mohela to inquire on status with PSLF Waiver counts. Per PSLF specialist, able to verify approved PSLF employment. States it will be an additional 90 days starting XX/XX/XXXX. Informed specialist that there have been numerous people that have had waiver counts completed with similar timeline and asked why another 90 business days. However, specialist was unable to give proper answer on why the clock was resetting back to 90 business days.
I would like an update on the situation as there hasn't been a good answer on whether my application is under review so that I verify accuracy of PSLF counts.
|
| 02/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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When the Temporary Expanded Certification and Application ( TEPSLF ) was announced for Public Service Loan Forgiveness ( PSLF ), I contacted XXXX XXXX XXXX and asked what I needed to do prior to submitting my application.
I was told by XXXX XXXX XXXX to transfer to Mohela as my provider and to consolidate 2 small loans, but that the rest of my student loans would qualify without consolidation.
On XX/XX/XXXX, my principal signed the TEPSLF certifying that I have worked full time ( 45 hours per week ) in a qualifying position since XX/XX/XXXX.
On XX/XX/XXXX, Mohela Student Loan Provider processed my TEPSLF. I waited the 90 days for my Payment Tracker to show that I have been working in public service since XX/XX/XXXX.
On XX/XX/XXXX, I logged on to Mohela 's web portal to check my payment counts. Only 3 payments, from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX are marked as " qualifying. '' My other payments are not even listed, let alone marked as qualifying or unqualifying.
This is egregiously inaccurate. I have worked in public service since XXXX and do not understand why 1 ) my service during those 3 months qualified, but none of my other service qualified, and 2 ) why my other payments, including those that applied to EVERYONE during the loan repayment pause, do not show as either qualifying or non-qualifying.
I have reached out to Mohela and keep getting bounced between people who say they're not sure what to do.
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| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I initially applied for an income driven plan when I graduated from medical school in XXXX of XXXX. At that time, my loan servicer was XXXX XXXX, they approved my application for an income driven repayment plan. In XXXX, I was transferred to Mohela for public service loan forgiveness and continued management of my loans. When I initially logged into the site, there was no indication that I had been switched to a standard repayment plan. Given that I was mandatorily transferred to Mohela for PSLF, and had only filled out government documentation indicative of this I assumed this would be correct. In XXXX when I noted my bill for {$1000.00} instead of the {$0.00} I had been previously quoted ( I did not have a job in medical school and did not yet qualify for recertification ), I immediately reapplied for income driven repayment through FAFSA which they then chose to process but refused to bill me for in XXXX. Currently, they're charging me {$1000.00} for a month of their standard repayment plan which I did not request instead of the {$200.00} IDR loan amount. They stated its because my prior servicer did not transfer over my payment plan ; however, they never made me aware of this issue. And quite frankly, I was transferred to them for PSLF so it does not make sense why I would be on a standard repayment plan which does not qualify. This seems like fraud and them taking advantage of an opportunity to make money on one bill.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I was placed on an administrative forbearance I did not request. I am currently under the Public Loan Service Forgiveness ( PLSF ) program. I have not made any requests to change my payment plan or for a forbearance of any kind. I made my recent loan payment on XX/XX/2023. On XX/XX/2023, I received a letter dated XX/XX/2023 stating that my account was placed in an administrative forbearance beginning XX/XX/2023 through XX/XX/2023. After 2 phone calls of over XXXX hours each, I was able to get in touch with Mohela who told me the forbearance was placed because my payment plan, which was previously IDR, was changed to the SAVE plan because IDR is no longer payment plan option and the forbearance was due to processing. I previously received a letter in XXXX notifying me my payment plan is now the SAVE plan. Mohela was able to remove the forbearance but stated my XX/XX/2023 payment will not count towards my PLSF since I was place in a forbearance during that time. It is unacceptable that I was placed on a forbearance I didn't ask for and for a plan I didn't ask to be moved to but was moved to automatically by Mohela over a month prior. It is unacceptable that I was notified of that forbearance 13 days after Mohela placed me on it and after I had made a payment. It is absolutely unacceptable that now my recent payment and the month of XXXX when I am employed with a qualifying employer will not count towards my loan forgiveness.
|
| 12/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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Hello, On XX/XX/XXXX I sent the following message to MOHELA : " Hello, I was going through my payment history and noticed that the 14 months listed below did not have a due payment on them, so therefore are not counted towards my PSLF count. From XX/XX/XXXX thru XX/XX/XXXX should have been an in-school deferment. I am not sure what the deal is with XX/XX/XXXX - other than it was a COVID pause? Is there a way to make payments retroactive for the months listed below and get them counted towards my PSLF total? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thanks! '' On XX/XX/XXXX I received the following message from MOHELA : " Thank you for contacting MOHELA, We apologize for the length of time that has passed since we initially acknowledged your email inquiry. If your inquiry has already been resolved, we hope that it was resolved to your satisfaction.
If your inquiry has not been resolved, please call our Customer Service at XXXX. If you need more information about Public Service Loan Forgiveness ( PSLF ), please visit StudentAid.gov/pslf or call XXXX. We have also included a few of the top PSLF-related Frequently Asked Questions ( FAQ 's ) below. '' ( FAQ/Remainder of MOHELA response removed for brevity of message sent to CFPB ) I waited seven weeks for them to respond to my inquiry and all they did was give me a boiler plate message that did not address my inquiry and proceeded to close my case.
|
| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have 8 federal loans from attending the University of XXXX. On XX/XX/23 6 of those 8 federal loans were put into administrative forbearance by Mohela due to a pending IDR request. 2 of my loans, however, were not placed into administrative forbearance ( DL Student PLUS, XXXX XXXX and XXXX XXXX ). I have called Mohela every week since then and have received conflicting information, in addition to a delinquency notification on my account, which is the nature of my complaint.
Around XX/XX/23, XXXX at Mohela informed me that he placed a request for the remaining two loans to be placed in forbearance. When I called to check in on the matter last week, I was told that those loans will not be placed into forbearance because they're DL Student Plus Loans. Then, on today 's date, I contacted Mohela again, and this time they said that there is still a request to have them placed into forbearance.
I contacted Mohela multiple times well before my due date of XX/XX/23 because I can not pay, hence the nature of my IDR request. The due date came and went without word from Mohela, however, and now my account is being considered " past due '' and " delinquent ''.
I have never missed a payment, I am a XXXX employee with over 45 PSLF qualifying payments, and I have a credit score of well above XXXX. My finances are very important to me, as is my PSLF. I am writing to advocate for an immediate response regarding Loans XXXX and XXXX.
|
| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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My fed loan was transferred to MOHELA in XX/XX/XXXX. The same month, I submitted my annual Employment Verification which is required for the PSLF program. First form upload was on XX/XX/XXXX. I received a letter from them in XXXX, saying that I was not qualified for loan forgiveness because I had not made XXXX qualifying payments. The letter showed my a breakdown of my qualifying payments, and a list of unqualified payment which required employment verification, which were for the same time period I was submitting my annual verification form for. After a call with a MOHELA representative, I resubmitted the same form on XX/XX/XXXX and later saw that form had been marked as " Duplicate '' and therefore did not go through the process to certify my employment. Re-uploaded again on XXXX and on XXXX, receiving the same notice that I am ineligible for loan forgiveness, but never updating the number of qualifying payments for the time period I am certifying my employment for. On XX/XX/XXXX, I call MOHELA again and ask for my call to be elevated to a supervisor. Currently, I have been on hold for XXXX and XXXX minutes.
I am extremely frustrated with this horrible customer service. When my loan was with XXXX, employment certification was a very simple process and never took more than 2 weeks to certify. I am angry that MOHELA 's inability to intake my forms correctly and certify my payments will affect me in my loan forgiveness.
|
| 01/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am unable to get Mohela to review my account under the new XXXX XXXX XXXX XXXX XXXX XXXX ) waivers and guidelines. My loans were consolidated into the correct loan type in XXXX. I've been with a qualifying government employer since that time. My PSLF history goes back to XX/XX/XXXX when the program started. I've submitted employment certification regularly ( to XXXX and now Mohela ) during that time. My account currently reflects XXXX qualified payments, an additonal XXXX needing employment certification and XXXX ineligible payments. The XXXX ineligible are all forbearance months that will become eligible and qualifying once my account is reviewed. I submitted an application in XXXX that was processed in XXXX with an update to only the more recent months. I was again denied forgiveness. I submitted another application recently and am just trying to get someone to review and update my seemingly straightforward account information and path to loan discharge. Once reviewed, I will have XXXX qualified payments and my loan forgiveness will date back to XX/XX/XXXX, resulting in a substantial refund of payments. Every touch to the case seems to start a new " 90 BUSINESS day '' clock for review. It has now been almost a year that new policies regarding forbearance months were announced and there has been XXXX movement on my case. I am asking for timely review of my account and submission for discharge of my loans under XXXX.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
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Web |
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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?
|
| 02/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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On XX/XX/XXXX I submitted an Employment Certification Form ( ECF ) to try and certify my employment and update my payment counts as I am pursuing Public Service Loan Forgiveness. My current payment count is at 115 out of the 120 required. However, I have 7 months that are still not certified because MOHELA is taking an extremely long time to process any forms. I should now be at 122 out of the 120 required payments and my loans should be eligible for forgiveness. I submitted another ECF on XX/XX/XXXX which would be the month of my 120th payment, which is still marked as " processing '' ( the same as my XXXX submitted ECF.
I am now afraid to submit another ECF because I have learned that MOHELA will marke these forms as " Duplicates '' and start your processing all over.
I have spoken with Congressman XXXX XXXX 's office and they have reached out to the Dept of Ed and I was told that I still show only 115 payments through MOHELA. They reached out to MOHELA about a month ago and have gotten no reply.
The point is, PSLF was signed into law in XXXX. I have completed my time in public service while making these payments every month. I am now eligible for forgiveness. The anxiety of this is so very stressful and I am just trying to get answers and a move on with my life.
I feel that MOHELA 's delay in processing these forms has caused me so much stress that I found the CFPB to look into their operation.
Thank you
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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XX/XX/XXXX - Contacted MOHELA customer support to inquire line item detailed as Accrued Interest as of XX/XX/XXXX ( date of call ). Was informed that this was the amount of interest accrued on the summation of loans from date of issuance of loans. I inquired and questioned this reasoning as the original balance of loans was {$230000.00} with current principal balance of {$300000.00} and a total payoff balance of {$310000.00}. The difference of {$7900.00}, which they were claiming was the accrued interest ; the inquiry for the call. Upon questioning I was placed on hold for them to confer with a supervisor. Was told this was " capitalization ''. I responded with explanation that capitalization would already include accrued interest in balance. After multiple holds was told that I would be given detailed information on loan via mail and confirmed mailing address. To date I have received no information from MOHELA in regards to my concerns, however have since received letter from where I paid off one of the loans. This totaled {$33000.00} ; {$32000.00} ( listed as current principal ) + {$880.00} ( accrued interest as of XX/XX/ ) on an original loan amount of {$24000.00}, which already would have interest on the balance of {$8000.00}, ie capitalization. I was not satisfied with explanation as I would have anticipated that balances would have been in total, current principal, going into the COVID interest freeze period.
|
| 06/01/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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In XXXX, my husband and I called a servicer provided on our exit counseling information to discuss payment options. We were advised the Spousal Consolidation Loan would be our best option, as it would allow us to have one interest rate and one payment. We were not provided the option to consolidate into a Direct Loan and were given an FFEL Spousal Loan through XXXX. In XXXX, Congress banned these types of loans. In XXXX, PSLF came into existence. In XXXX, I joined a public service organization and tried to consolidate my loans into Direct Loans ; however, because it is a spousal loan, the Dept. of Education would not accept the loan type. During this period, my loans were transferred to MOHELA. I was told my best payment option would be IBR, which I signed up for, because it would give me access to student loan programs. However, this move means I now owe just {$3000.00} less on my loans than when we started. Because it is an FFEL Spousal Consolidation Loan, we do not qualify for any student loan programs provided to Direct Loan borrowers. I qualify for PSLF, but I can not access that program. Additionally, I did not get any reprieve during COVID. I have now moved to a standard repayment option because I could not afford my payments, can not qualify for any program relief, and will pay these loans beyond retirement. I feel the push into spousal consolidation loans was a predatory practice on young, married couples.
|
| 08/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I applied for public service loan forgiveness under the Temporary Expanded Public Service Loan Forgiveness waiver. I have been employed in the public-sector for over 10 years, making on-time and in-full payments the entire time. My loans were transferred to MOHELA and my employers have been certified, unfortunately only the payments made during the covid forbearance are currently considered eligible. The other payments are showing No bill was due for this period, which is blatantly false. I have since been told this is because my Temporary Expanded Public Service Loan Forgiveness ( XXXX ) counts have not been added, but this contradicts the information I am seeing on my account ( which is demonstratably inaccurate ) and I'm not confident the servicer has any record of my payment history.
I have been assured the payments should and will be counted but I have been hearing misinformation for the entirety of the 10 years Ive been in public service. This has been well documented ( https : XXXX ) and I have fallen victim to misleading claims throughout the entirety of this process.
I am collecting my bank statements that demonstrate all my payments to XXXX in preparation to dispute this and have been told that all the payments will be counted. This entire process has been mired with gotchas that inevitably benefit the lender. I am simply trying to claim what Im owed and have diligently worked for for over a decade.
|
| 09/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I sent the following message to MOHELA on XX/XX/XXXX ( personal data redacted ) : To whom it may concern : These are standing payment instructions for my account # XXXX. Any and all payments made to this account are to be applied to the current bill. If the current bill 's minimum payment and all accrued interest has been met, payments are to be applied to the principal balance of the loan with the highest principal. I NEVER want a single payment or Auto Debit payment to be used to 'advance the due date ' on my loans or put them into 'pay ahead / paid ahead ' status. To repeat, all overpayments to this account shall be applied to the principal of the loan with the highest balance. If any of my payments are not applied per these standing instructions I will be contacting the Consumer Financial Protection Bureau and I will pursue all necessary legal actions against MOHELA. Thank you, I received an automated response stating that they had received my message. However when I check my account I see that they have indeed placed my loans in a " paid ahead '' status, with the next due date being set to XX/XX/XXXX. This, of course, in no way benefits me as a consumer or debtor, which is why I gave them such explicit instructions. As they are ignoring my instructions I can not trust that they are calculating my interest correctly or not otherwise committing any kind of fraud. I would appreciate any help you can provide.
|
| 10/31/2019 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Around XXXX of XXXX MOHELA, the company that bought my student loan a few years ago, increased my monthly payment on my Income Contingent Repayment Plan by over {$1000.00} without notifying me. Because they did not notify me of the increase, I continued paying the same amount that I had been paying for the last 16 plus years. I found out about this $ 1000 monthly increase in XXXX of XXXX when I tried to get a loan for a house and I was told that my credit had a problem. The problem was that MOHELA had reported that I had missed 3 monthly payments.
At that time I contacted MOHELA and they immediately corrected the payment to reflect the exact same amount that it had been for the previous 16 plus years. MOHELA then sent me a letter that said I was in good standing. HOWEVER, they did not rescind the notifications they previously sent to the various credit reporting agencies. Due to the fact that the notifications they sent were not accurate, I disputed their claim that I had a late payment. I contacted XXXX, XXXX and XXXX. But MOHELA refused to rescind their notifications with any of these agencies.
This led to a correspondence between MOHELA and myself that lasted several months that involved MOHELA giving me the run around.
So I filed a complaint with the XXXX XXXX XXXX. Still MOHELA refused to rescind the inaccurate notices to the credit reporting agencies. My credit score is still hurting because of this.
|
| 07/20/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
|
|
Web |
|
|
On XXXX XXXX, 2016, I contacted MOHELA because I logged into my online account and suddenly saw a very large accrued interest balance. I had been paying what had been displayed on their site as the accrued interest even though my payment was {$0.00}, due to a partial financial hardship. The amount was pretty consistent, as reflected by my payment history, so I assumed it was correct. I was under the assumption that, having paid the accrued interest while my payment was {$0.00}, I would not owe any interest, so of course I was surprised to see this large number. The person I spoke with, XXXX, volunteered to file a complaint for me, but I never heard anything.
Today, I contacted them again about a separate issue, and tried to resolve this issue as well. I spoke with someone named XXXX, who was very condescending but ultimately managed to explain the issue of the day. He did not know, however, how their computer system allocates a payment to the loans if your payment is {$0.00}, which troubles me. So my complaint is XXXX in this case : 1. Why was their online system displaying an incorrect amount of accrued interest for most of last year?
2. Why are n't payments applied in some logical way to interest first and then principal or however they 're supposed to be applied?
3. What good does it do for them to file a complaint with the DoE or wherever, if it just goes into the ether and I never hear back about it?
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
The customer service is extremely poor! It took over XXXX hours of holding and XXXX minutes of talking and I still have no resolution.
The posted payment due amount changed multiples times leading up to repayment. I paid the last posted amount due and received a letter saying I was past due. I got another letter requesting payment in a new amount, paid it then received another past due notice.
They misapplied the payment I made in XXXX for XXXX, 2023 and I still have no idea what I should pay because I get different letters/amounts every couple of weeks. I was told that they didn't put all my loans in the XXXX program only the ones that had been in repayment prior the covid pause. The pattern is I get a request for payment in one amount, I pay, they say I am past due then send a new request for a new amount is terrible.
Separately, as of XX/XX/2023, I qualified for XXXX loans to be forgiven and provided proof. The said it would take up to 3 months to be resolved. They are still reflected online. My payment amounts due were lower with those loans included prior to repayment. Since they placed the mandated administrative forbearance and my payment due amount have increased! I don't understand that and want it resolved. Lastly, I provided a corrected employment verification when I verified I reached XXXX payments and they didn't increase my payment counts despite the same HR person making the correction.
|
| 01/19/2023 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Hello, I am employed in public service and eligible for public service loan forgiveness ( PSLF ). My student loan servicer is MOHELA. My current loan balance is {$99000.00}, all in federal direct consolidation loans eligible for XXXX.
I submitted an employment certification form XXXX XXXX ) / application for XXXX on XX/XX/XXXX. My employer was determined not eligible. This was acknowledged as erroneous over the phone with MOHELA support and a supervisor on XX/XX/XXXX, at which point the wait time to speak with support was 2 hours and 12 minutes. Notably, my employer appeared in the list of eligible employers on the studentaid.gov site, I had documentation of their eligibility, and hundreds of people at my employer had already received forgiveness.
I was told that I would need to submit the XXXX application again to be reprocessed correctly. I did this on XX/XX/XXXX. A few weeks later, I obtained an updated form from my employer ( with documentation of employment through XXXX ) and submitted it on XX/XX/XXXX. Again, this was produced using the XXXX tool on the federal student aid website and confirmed an eligible employer.
This morning, just over 3 months after my form submission on XX/XX/XXXX and 5 months after my initial submission, both forms were marked duplicate and cancelled by MOHELA rather than processed. I should have qualified for XXXX at the time of my initial form submission 5 months ago.
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I submitted my PSLF for my yearly submission early XX/XX/XXXX through Fedloans, I received an update on my qualifying payments on XX/XX/XXXX. I did not hear back from fedloans about qualifying payments updates until XX/XX/XXXX. But this was not a completed process and no other information was provided by fedloans about my PSLF. I was then notified on XX/XX/XXXX about transferring to new service provider ( MOHELA ) and then a partial update on PSLF status was received on XX/XX/XXXX but still not a complete process. Between XX/XX/XXXX and XX/XX/XXXX the transfer process had started from fedloans to MOHELA. I was able to access the portal for MOHELA and it showed that my PSLF was processed on XX/XX/XXXX but all payments were not updated for PSLF. I then waited as it stated my app was pending at that time and then updated to processed but try count did not reflect accurate numbers. I emailed, on XX/XX/XXXX, MOHELA for the status of this and they stated ( on XX/XX/XXXX, in a long email ) Thank you for contacting MOHELA, We apologize for any confusion. MOHELA is currently in the process of updating payment counts under the limited PSLF waiver. Therefore, your payment counts may not reflect the actual count until all of the updates are complete. Which has been confusing and frustrating since there has not been any other updates or progress with my account. I would like for this to be resolved as soon as possible.
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| 06/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I'm part of the PSLF program and reached my 120 payment total and submitted the final employer certification in XXXX XXXX XXXX. Right around this time, my loans were moved to MOHELA. A year later, my loans still have not been discharged and MOHELA can't tell me why or where in the process my application is. They have stated to me that in order to discharge my loans, Federal Student Aid needs to let them know what my final payment count is, which happens after an automated communication from MOHELA is sent when I reach 120 payments ( MOHELA also states that there is no record of this automatic communication, so they can't look up if it has happened or not ). After contacting FSA twice, I have been told both times that this is not true and that MOHELA is responsible for the entire discharge process, and that FSA is just notified when it is completed. While digging into my fifth phone call with MOHELA during the year, I was told by one of their supervisors that FSA is not being honest with me because they don't want me to call them, and that it has been so long with my loan because the Department of Education has a computer glitch to figure out ( the representative said that they've seen this before ).
XXXX XXXX XXXX it's been a year since my loans should have been discharged for PSLF, and both MOHELA and Federal Student Aid are pointing the finger at each other and neither company can give me any answers.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I uploaded a PSLF form for processing by Mohela. Three months after uploading the form, they finally responded and marked it " Duplicate Form '' when in fact it was NOT a duplicate form. This has happened twice now. The first time it happened the problem was rectified, however it took a very long time ( close to 6 months ). The current one I am dealing with has not been rectified despite my phone calls to the company ( each time I called I was on hold for 2+ hours just to speak to someone and then was put on hold again while they tried to fix the issue ). I was assured during each of these multiple phone calls that the problem would be addressed and fixed within 5 business days. These days came and went with absolutely no resolution to my issue. However, Mohela did send correspondence for me to update my information and also about payments restarting. Fortunately, I was able to have the payments deferred while they worked on resolving the issue. I have been dealing with this most current issue since XXXX with absolutely no resolution. I feel as though I am getting the run around ( mainly because the current form I uploaded in XXXX would put me at 120 payment which qualifies me for loan forgiveness ). If this were a late payment issue, I am sure Mohela would be going out of their way calling me and to get paid. Mohela 's action ( or lack thereof ) is blatant neglect and immediate action needs to be taken.
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| 09/01/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I believe I am currently eligible for Public Service Loan Forgiveness ( PSLF ) under the limited waiver. I have submitted multiple ECF forms and PSLF applications, including in XXXX, XXXX, and XX/XX/XXXX. I am trying to understand what my current payment count is. I consolidated my federal direct loans in XX/XX/XXXX and my account was transferred from XXXX to MOHELA. Since that time, MOHELA has failed to give me payment count that includes any of my work from XXXX XXXX. I have been employed continuously by either the state or federal government in qualifying loan forgiveness programs since XXXX ( which both XXXX AND MOHELA have confirmed ) and yet I have NO payment count and NO estimated forgiveness date.
Can I please have someone who knows what they are doing call me and tell me : What is my current payment count, from XXXX to the present? This should not be hard. I have worked for either the state or federal government my entire legal career and submitted my ECF forms dutifully at least annually. Please do the bare minimum and get MOHELA to process my payment information from either the Department of Ed or XXXX. I believe I am currently eligible for forgiveness and they are deliberately delaying processing my forms so as to avoid having to give me the PSLF forgiveness I am eligible for under the waiver. It's been so long and the delays and excuses are exhausting. Please get MOHELA to do their job.
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| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello. I am a long-time public school educator who is dealing with many mistakesfrom MOHELA that are preventing me from getting XXXX loan forgiveness. I have sent in all necessarypaperwork, consolidatedall loans, and recertified my qualifying employment each year for years. I haveworked at this school since XXXX, so my loans should be forgiven. In addition, all my undergraduateloans are over XXXX XXXX XXXX and should be forgiven even if I had not qualified for XXXX.
MOHELA has made mistakes and has delayed correcting them since my loans were transferredto them from XXXX in XXXX of XXXX. Although I have great credit scores and no other debt, I am being denied consumer loans I am applying for no other reason but this loan situation is not being resolved. As a XXXX and a XXXX teacher, I am disappointed and, quite XXXX, angry that this situationis not being resolved. It is interferingwith my life and my financial progress.
In addition, credit bureaus are showing an incorrect loan amount that is higher than I actually owe. MOHELA and/or XXXX XXXX XXXX XXXX XXXX remedy this mistake.
I ask that you pleasehelp remedythis situationas soon as possible. I want to continue to serve as a teacher, and I need this to be resolvedfor my own financial and personal well-being.
Please let me know if there is anything else I can do on my end. Please help me remedy this situation so that I can move on with my life.
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| 12/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My loan servicer is Mohela. I called Mohela today ( XX/XX/2023 ) and told the representative that I had received an itemized billing statement for the first post-pandemic payment that I made on XX/XX/XXXX, which contains itemized repayment amounts for each loan and the total repayment amount, but had received only an auto-debit notification for the second payment I made on XX/XX/XXXX, which contains the total payment amount only. I requested a billing statement for my XX/XX/XXXX payment and for all future payments. The representative told me that because I had signed up for auto-debit payments, I had forfeited my right to receive monthly billing statements. I asked her if I had ever been informed of this policy in any communication from Mohela. She said this policy was contained in my auto-debit application approval ( see attached XXXX ) and the terms of my auto-debit agreement, but I havent been able to locate a passage in either document that states this. Mohelas Auto Debit Disclosure states : XXXX ) Auto Debit Statements. You will receive a monthly account statement from Servicer including each student loan on Auto Debit. [ https : //www.mohela.com/DL/resourceCenter/AutoDebitDisclosures.aspx ]. I believe I am entitled to an itemized monthly billing statement that contains how much I am repaying for each loan, and not just the sum total of all loans contained in my monthly auto-debit statement.
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| 02/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I was requesting a reimbursement for payments made during forbearance on my direct loans. I consolidated and made the request through XXXX, my loan were then teansfered back to mohela, which is where they originated and payments were made. On XX/XX/XXXX I called mohela and requested reimbursement, they informed me I was eligible and put the request in. I followed up half a dozen times. They kept telling me that it was sent to the dept. of treasury and I could expect my refund. I recieved forgiveness is XX/XX/XXXX so I called again to make sure that my forgiveness wasn't going to change my refund and I was informed it wouldn't. I called again this past Tuesday XX/XX/XXXX and I spoke to someone who told me that for some reason there was a stop on my request. She said that she could see I was eligible to have XXXX payments refunded and she called a supervisor. She concluded the conversation by stating that she was going to send the refund back through with priority after having the supervisor approve it. She told me to call back in XXXX week. I called back on XX/XX/XXXX and the person I spoke to said that I wasn't eligible for refund because my payments were made before consolidation. I have been getting different stories and no answers for a long time. It was made clear to me many times that I would receive a refund. My loans were direct loans at the time payment was made and it was made to mohela.
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| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Consumer Finance : Please take action against Mohela.
1. They do not respond to emails for weeks.
2. In order to get a hold of anyone on the phone, student loan borrowers have to listen to approximately 10 minutes of monologue recording that often has nothing to do with the reason for calling.
3. They have repeatedly put my accounts in forbearance, despite my telling them repeatedly not to make changes to my accounts without my consent. They told me on the phone that the administrative forbearance does not stop interest accumulation and they may not be able to have lifted the forbearance until after the end of the month. Thus, significant interest will accrue and I will miss out on a qualifying payment towards loan forgiveness ( they say that if I make a payment while Im in forbearance, it would be applied to the next month, and they would refuse to make it qualify for PSLF.
4. Their representative admitted to me on the phone that there are large numbers of student loan forgiveness pursuers who have also called and asked they not force forbearances. They say because of that, there is a backlog, so they may not be able to get to my forbearance lift quickly. Hence, if they didn't force accounts into forbearance, they wouldn't have these issues. Mohela really needs to be more fully scrutinized, regulated, and monitored by overhead financial institutions that take consumer protection seriously.
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| 09/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I went to XXXX XXXX XXXX XXXXXXXX from XXXX, less than years of education and my debt is {$100000.00}. I went back to college to try and support my son and myself to a better life ; however, I did not know the end result would be so devastating with the accumulation of this amount of debt. This shows up, if I go to borrow money and prevents obtaining the amount I need because of the debt to ratio. I am in a public service position, a police officer, and I am also enrolled in the Public Service Loan Forgiveness ( PSLF ) Payment plan. I believe I have been overcharged in my college education, even though I went back to college late, I do not believe the cost should be this great. I obtained my Associates Degree first, with classes transferring in which I had taken prior to XXXX XXXX XXXX XXXXXXXX, and then I obtained my XXXX XXXX XXXX, both degrees were in XXXX XXXX XXXX. Finding a job in my area with this degree, as great as I thought it was, was difficult. After not being able to get a job, I decided to go to XXXX XXXX XXXX XXXX and I became a XXXX XXXX and now XXXX XXXX I love what I do and will continue working as a XXXX XXXX, trying to help people and keep the community safe. I would ask you to please review my account with XXXX XXXX XXXX XXXX and see if there is anything you can do to assist me with this issue. I would like to thank you in advance for your efforts concerning this matter.
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| 06/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am part of the PSLF program. When I was with XXXX XXXX I consolidated under the revisions that were offered to get my payment counts all to the same count. This was successful. A few months later, around XXXX or XXXX, I got notice that my loans would be transferred to Mohela. At that point, my payment count was XXXX. I talked with XXXX XXXX and they said that I didn't need to do anything and my payments would transfer over as they showed at that point. They said it might take awhile. They also said it wouldn't hurt to recertify once I got over there. I did exactly as they asked me too. Then, I waited and waited and waited. I was trying to be patient because I knew things were crazy. However, my payment tracker on Mohela continued to read at only XXXX payments. I called today and was informed that this wasn't going to change, at least not until they looked at the recertification I sent to them in XXXX. Regardless, that will only bring my account up to XXXX. When I was at XXXX a year ago. The recertification from last XXXX should have brought me up to XXXX payments. Which means, if I recertify again this XXXX I would be at XXXX. This is very frustrating. I have done everything that is asked of me. I have jumped through every hoop. Now I am getting screwed again. Mohela won't budge and I can't get into my XXXX XXXX stuff anymore. I don't know what to do, other than pay the payments over again.
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| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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I have an approved borrower defense case for Sweet vs Cardona. I am full class. It is only for a portion of my student loan debt. XXXX contacted me and said my loan would be transferred back to them. I'm concerned if this will be all of my student loan debt ( only $ XXXX + interest is for the approved borrower defense ) or just the borrower defense amount? I've been waiting a long time for my PSLF counts to be updated ( XXXX eligible, XXXX qualifying, XXXX ineligible, and waiting for XXXX randomly missing months to be added that were on my approved ECFs and letter from Mohela dated XX/XX/XXXX ). I want my refund for borrower defense but also want no additional delays with my PSLF. Mohela tells me it's dept of ed that needs to apply my XXXX missing months to my PSLF counts, FSA says its Mohela . I resubmit everything and it gets marked duplicate. I want my credit for the XXXX missing months and my PSLF forgiven. I've worked is public service since XXXX and it should not be like this. I've contacted moehla ( told something different every time ) contacted FSA ( they say they don't handle PSLF and to contact Mohela, compliant with XXXX ( told they are acting in good faith ), filed with ombudsman XX/XX/XXXX ( haven't heard a word ). I've done my part, submitted everything, paid my public services dues, and tired of begging someone to fix my counts and free me of this burden that has tied me down.
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| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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After I filled a complaint with the XXXX on XX/XX/XXXX, for MOHELA constantly not responding to direct questions on my PSLF application, I received a response from MOHELA. The response stated everything was on track for my PSLF application that was filed on XX/XX/XXXX of this year. I also made a call to MOHELA and the representative stated everything looked like it was on track and it may be a the end of XXXX before my account was updated. Then, on XX/XX/XXXX, I receive another email from MOHELA and the processing days have been changed from 90 to 180 days. Six months!? And after a response that everything was on track? It seems that MOHELA just responded with whatever they wanted to get me to close the complaint with no commitment to actually honor their word. It does not look good that this company is the one involved in the lawsuit against student loan forgiveness, then takes over the PSLF applications just to constantly delay the process for millions of borrowers. This was a very poor decision to have this company in charge of these loans and I suspect many will not receive the forgiveness that they rightfully qualify for under these circumstances. I will have to be turning in another application shortly all because my first one was never processed and will be well over the required 120 payments by the time loans are expected to resume payment status, with no resolution to this problem.
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| 11/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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OnXX/XX/XXXX, I sent the following message to MOHELA, and as ofXX/XX/XXXX, MOHELA has not responded to my request for information : " Hello, I received conflicting information from MOHELA about the status of my repayment. I got a letter in the mail on XX/XX/, which said my repayment under XXXX was correctly recalculated to {$200.00} and my initial repayment was due on XX/XX/ Also, under my online PSLF payment tracker it shows that XX/XX/ was not an eligible month that counts toward my PSLF payment count.
However, my online account has this message posted by MOHELA : 'We are in the process of updating your account. For some or all of your loans, you will not be due for payment until afteXXXX XXXX XXXX, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/. The months from XXXX through XXXX XXXX will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness [ PSLF ], 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. ' I need clarification on whether my initial repayment of {$200.00} is due on XX/XX/, or whether my repayment will not start until after XX/XX/. And please confirm that all months from XX/XX/ through XXXX XXXX will count toward PSLF. Thank you.
Sincerely, [ XXXX and XXXX XXXX ] ''
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| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received a bill from Mohela on XX/XX/XXXX at XXXX XXXX. for around five times more than what my loan payment is supposed to be under my income-based plan ( SAVE ). The due date was XX/XX/XXXX -- less than a month from the date of the bill. I am XXXX and have no income, so the payment is based on my husband 's, the XXXX XXXX XXXX XXXX XXXX. But it is currently at nearly 25 % of his pay, even though I am enrolled in the SAVE plan. I had enrolled in the SAVE plan the first day it became available and received confirmation the application had been received XX/XX/XXXX. I have had two concussions and have auditory processing issues and must use the secure messaging system to contact Mohela since I can't use the phone. Starting XX/XX/XXXX, I have sent five messages to Mohela asking them to correct the billing error. The website indicates there will be a response from them within three business days after sending a message. None of my messages have received any kind of response. I filed a complaint with Mohela on XX/XX/XXXX and with the XXXX on XX/XX/XXXX and have not yet received any response except a request through the XXXX to fill out a privacy release, which I did. My payment is now past due because I could not pay the erroneously high amount, which was due only because of the loan provider 's error. Mohela 's refusal to provide accessibility in communication is discriminatory and ableist.
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| 06/02/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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From XX/XX/XXXX through XX/XX/XXXX , I made 28 payments of {$180.00} to Mohela. None of these payments were posted to my account. They were sent to XXXX XXXX XXXX , XXXX Missouri XXXX . These were sent via my online billpay service through XXXX . According to Mohela - due to the fact that I had declared bankruptcy, my loan was put into " Bankruptcy '' status and stopped receiving payments. However, instead of returning the payments or notifying me that they were no longer being accepted, Mohela forwarded these payments to " XXXX XXXX XXXX XXXX XXXX , '' as they were the guarantor of the note. Mohela informed me that to recover these assets or have them applied back to my account, I would need to reach out to the guarantor. I was advised to call XXXX . This is a phone number for XXXX . XXXX informed me that they had received no payments from Mohela and that they were not affiliated with XXXX XXXX XXXX XXXX XXXX , other then acting as a servicer. They advised that I should call the XXXX XXXX XXXX XXXX at XXXX . This number is ALSO a phone number for XXXX . When I called that number, the same person who had answered when I called the XXXX number answered again. They also advised me that they were not affiliated with XXXX XXXX XXXX XXXX XXXX XXXX and that they had no record of receiving any funds from Mohela.
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| 01/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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To Whom It May Concern, It has been brought to my attention that refinancing, consolidation or restructuring of a consumer credit transaction the creditor shall promptly refund any unearned portion of the interest charge to the consumer. The creditor shall compute the refund based on the method which is at least as favorable to the consumer and by law it is the actuarial method. The actuarial method allocating payments made on a debt between the amount financed and the finance charge pursuant to which a payment is applied first to the accumulated finance charge and any remainder is subtracted from, or any deficiency is added to, the unpaid balance of the amount financed. Upon receiving this written request, before the end of the XXXX day period beginning on the date you received from the consumer this written request, the creditor or assignee shall provide me the disclosure of the amount due on any precomputed consumer credit account. Please provide me the statement of the amount necessary to prepay the account in full. I am aware that the amount you will disclosed includes an amount which is required to be refunded with respect to such prepayment, the amount of such refund. I am aware that the written statement is required considering that I am have made this request in writing. It is noted that I, the consumer, shall be entitled to XXXX free annual statement each year without charge.
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| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have tried for nearly a year to get this sorted out. I filed a consolidation on XX/XX/XXXX and have been waiting for them to review my PSFL. I have sent multiple requests via email, message, and have been trying to get a hold of someone many times over the phone. I have requested Administration Forbearance 4 times now as my loans should have been discharged due to PSLF in XXXX of XXXX when I reached 120 of qualifying payments due to working for low wages in the municipal public sector. My requests have been ignored and I can't get a hold of anyone. My payment counts now show XXXX, I have no information on when my payments are due, if they are even due, even though my loan was supposed to be discharged and paid off in XXXX. Now i'm accruing interest on a loan that should have been forgiven. I am aware this process takes time, and the last rep I was able to communicated with told me I would see the IDR waiver payment count adjustment in early XXXX, and she said she would put me on Administrative Forbearance to take my until they are able to process my application, however, this never happened and I have reached out numerous times to get this resolved or at least pointed in the right direction. Now, I can't get anyone on the phone even after being on hold for 2 hours and 35 minutes. My emails and messages are responded to by saying to call in. I call every single day, with no response.
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| 05/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Hello, I am writing regarding my public student loan forgiveness application ( PSLF ). I filed an application for this in XX/XX/XXXX. I received a letter from the department of Education on XX/XX/XXXX. The letter stated that I qualify for the XXXX program and my loans would be transferred to Mohela. I had not heard from Mohela after receiving the letter, so I called Mohela in XXXX of XXXX. Mohela claimed they had not received my application and recommended I contact XXXX XXXX and Dept of Ed. I called and spoke with a representative at both. I was advised my file was sent to Mohela and that it would be sent again. I had not heard from Mohela so called in XX/XX/XXXX. Mohela claimed they still did not have my file. But while on the call, the phone rep claimed he saw the documents but that a file had not been created. He stated I should receive a welcome letter from Mohela within thirty days. It is now XXXX of XXXX and nothing yet from Mohela. I check the status of my application weekly at https : //www.mohela.com/DL/secure/borrower/PSLF/PSLFInformation.aspx There is no status on my form. I have now worked for a qualifying not for profit a total of eleven years. A co-worker submitted his application XX/XX/XXXX and has already received his forgiveness under the program. Somewhere in this process Mohela has dropped the ball. This is very frustrating and I risk losing access to this program.
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| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been in and am eligible for income based repayment since I XXXX in XXXX. I logged into my account recently and found MOHELA had taken me out of IBR and put me in level payment raising my payment from {$400.00} to {$1100.00} ( after no changes by me re : my income ). One loan was put into SAVE, all other in LEVEL. They are all eligible for SAVE or income contingent repayment per Studentaid.gov, and my payments should be between XXXX and XXXX depending on if I choose SAVE or ICR. On level ( again their mistake ) my account would be immediately overdrawn if this amount was debited, but if I remove my account, I lose my .5 % decrease in interest for having auto-debit. I called and the person I spoke to XXXX told me this is happening to a lot of people. She could offer not solution other than for me to reapply and if they can't process it before repayment, which they said they can't, I will be in administrative forbearance, which over the long run obviously costs me more money as my loan is accruing interest while Mohela " figures it out '', enriching them in the long run. Great little scheme if that's what they're doing on scale which it seems it is since their rep actually just said that. And after speaking to them, all I got was a letter saying I'd been put in level payments. Are you kidding me? They have offered NO solutions for their mistake and I'm the only one who suffers.
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| 10/08/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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According to the Family education and privacy act of 1974, I have a right to privacy from educational institutions and financial institutions. I have never given my written consent to Mohela to furnish any of this information. Mohela is also a 3rd party collector that I have no agreement, contract or consent to be in a binding financial relationship with.
On XX/XX/XXXX Mohela was transferred into my domain as a student loan servicer that I never consented to. Mohela has been reporting negative experiences on these accounts causing adverse effects of my credit reports. 15 USC 1681 tells me that late payments are experiences not to be included in my credit report. Additionally, Mohela never sent me a 21 day notice of these " late payments '' and if they would have verified the information with the consumer they are reporting on, me, they would know that these late payments are inaccurate, a violation of the FCRA and FDCPA.
On XX/XX/XXXX they reported an added balance of ~ XXXX XXXXXXXX to XXXX which caused my score to drop XXXX XXXX. These new balances that shouldn't even be accumulating were reported on XX/XX/XXXX. These loans are being actively investigated and should have not been reported on at all.
I have been denied loans, credit and more because of Mohela reporting information they have no right to be reporting. I will be seeking monetary litigation for these violations.
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| 12/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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First, I received notification that my application for the one-time Student Loan Debt Relief Plan was approved. Then, I received an email stating that was a mistake due to a vendor error. This massive mountain of debt causes me undue stress and anxiety on a daily basis. It prevents me from doing a lot of things, like becoming a homeowner. These XXXX XXXX notifications spitting out conflicting information that deeply affects millions of lives are irresponsible and negligent. They add to the mental strain and perpetual emotional roller coaster and are extremely taxing and harmful to my health and wellbeing. Im not sure what entity is responsible but they should be investigated, prosecuted and fined for the mass uncertainty and chaos caused by their careless, thoughtless and incompetent actions. In addition I spent XXXX hours on hold to finally speak to a representative who was very helpful. After I submitted my PSLF application I finally received a notification from MOHELA that only 3 payments were eligible and that I still need to pay XXXX. I had previously understood that all my payments over five years Ive worked for the government entity should be counted and that I would receive credit for making every payment through the pandemic forbearance. I requested a refund of those payments weeks and weeks ago. This company can not handle the volume and they are an inaccessible monolith.
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| 08/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Per the Cares Act from the government, payments made to student loans during the pause period from XX/XX/XXXX to XX/XX/XXXX are eligible to be reimbursed. It says this on the federal student aid website and it is encouraged to contact the loan servicer to get the money back. https : //studentaid.gov/announcements-events/covid-19/payment-pause-zero-interest. It says exactly this right now, Refunds During the Payment Pause. You can get a refund for most payments ( including auto pay ) you make from XX/XX/XXXX, through XXXX XXXX, XXXX. If you have a Direct Consolidation Loan, you cant get refunds on payments you made before consolidating. Contact your loan servicer to request that your payment be refunded. I contacted MOHELA today, XX/XX/XXXXXXXX to request the refund but they are refusing to put the request through because they are interpreting the statement to be that after XX/XX/XXXX you can not make that request anymore but the federal student aid website does not say that. Their website still encourages you to contact the loan servicer for the refund. Mohela will not let me talk to a supervisor. I asked that they just put in the submission but they are refusing because they say it will just be denied. I said even if it is denied I would like to try but they are refusing saying they are allowed but this information is not on their website and can not be found anywhere in writing.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have been waiting for my PSLF overpayment refund since XXXX ( almost 8 months ). Mohela 's policy is to process refund within 90 calendar days. Mohela has had payment history in their from my prior servicer ( XXXX ) in its system since XXXX.
Prior Consumer Protection Bureau complaint ( submitted XX/XX/XXXX ) Complaint ID XXXX Mohela responded in their portal : " Our records indicate, that there are no pending refunds at this time. '' Prior FSA complaint ( filed XXXX ) XXXX Case # XXXX As recently as XXXX XXXX, XXXX " MOHELA is missing the financial histories from XXXX. We can confirm a request has been submitted to obtain the financial histories from XXXX. Prior servicing refunds typically take 60-90 business days when MOHELA has the prior servicing records. '' This is not the case, according to their own records, Mohela has my Advantage payment history. There is currently an XXXX refund request in progress as of XXXX XXXX, XXXX ( reference # XXXX ).
Furthermore, Mohela violated the California Student Loan Servicing Act by failing to process and furnish a complete loan servicer payment history ( requested XX/XX/XXXX ). This request was canceled inexplicably.
Mohela should expedite my XXXX review and immediately request the U.S. Treasury Dpt. to refund the overpayment amount due ( approx. {$7100.00} based on the balance increase I saw before my loans XXXX out ).
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| 11/01/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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On XX/XX/2022, the PSLF Limited Waiver rules changed and we had until XX/XX/2022 to submit everything. I completed the PSLF form but had questions on consolidating. When consolidating it said I may lose prior PSLF approved payments and start back at 0. So, I've tried to reach Mohela over and over and over for answers as the studentaid website says to contact the provider. I've spent countless hours on the phone on hold never to talk to anyone. Then today, XX/XX/2022, I finally make contact with a person and he says " This looks like the first time you've called Mohela ''. That put me in an outrage because I've called now everyday to be put on hold. So, this guy tells me I would have needed to consolidate to get the limited waiver so now the day after the deadline I find this out with no help from any online source of the company. He then said he would speak with a supervisor and put me on hold. Five minutes later comes back and says they are still reviewing if I need to continue and puts me back on hold. That was over an hour ago! I am still on hold. Right now, my phone says I've been on the call for 2 hours and 44 minutes. Over the last few weeks I average around 2 hours before I got frustrated and called back later. Then, Mohela has an automated prompt system that takes around 7 minutes until you can actually press a button to get to the right program. This is very frustrating.
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| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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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.
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| 11/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have XXXX federal loans serviced through Mohela, all eligible and being counted for XXXX. XXXX of my loans ( Loan # 's XXXX and XXXX ) have already met qualifying criteria for forgiveness. I have been waiting on Mohela to process the paperwork for my employment certification ( submitted on XX/XX/23 ). Hence I have been charged for these loans in XXXX, XXXX and it appears again in XXXX even though I should have XXXX qualifying payments.
To make matters worse, Mohela strangely put my remaining loans in forebearance, meaning I am not getting any credit for payment on these AND am being charged interest. I have called at least XXXX times to get this corrected with each representative giving me different and conflicting information. I have asked to speak to a supervisor and no one will let me. I have sent emails on XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, and XX/XX/23 with no response. So Mohela is charging me on loans that should be closed and disallowing me from paying loans that I need to pay to meet my XXXX qualifying payment count, and charging me interest. It feels like this company is intentionally stealing from it's consumers. I've raised this issue with my congresspersons and am advancing it here for hopeful resolution.
Mohela has acted with complete disregard every time I've called to try and gain resolution and I refuse to continue to be taken advantage of like this.
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| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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Starting at the end of XXXXbeginning of XXXX, I applied for and IDR Through Mohela. I was denied and called in, they told me to resubmit and to provide my XXXX tax docs. I did and was denied again. I had to called 6 more times, each getting a sliver of what to turn in to get approved. on the XXXX time I was Transferred to a Specialist who told me to submit my XXXX, XXXX, and XXXX w2 's and resubmit the IDR. the 7th time I called I spoke to a so called " specialist '' who pretended to know what she was talking about, just to get me off of the phone. I am a XXXX and my colleague submitted his IDR not even a week ago and got approved. He submitted the same requested documentation that I did yet I still am waiting to be approved for over a month. This most recent time I called and was on hold for 40 mins before speaking to a representative. She could not assist me and kept putting me on hold. I asked to be transferred to a specialist who could better assist me. instead I was put back in que with a 90 min hold. I also want to mention that Mohela is only available from XXXX to XXXX est. which is when I am working. They normally will have 90 min que times. I am also a XXXX Veteran who has XXXX, XXXX XXXX and XXXX. I feel as though I am being discriminated against by Mohela. I have let them know that I can not make the insanely high payments, that I am a XXXX as well as a XXXX vet.
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My student loan service provider is MOHELA. They have managed my account since XXXX. I don't recall who was managing my account prior to XXXX. I am currently enrolled in the XXXX program. I graduated from XXXX in XXXX. I graduated from grad school in XXXX. At some point after grad school, before XXXX, I consolidated my XXXX and grad federal loans into XXXX balance. I have been making student loan payments since XXXX, with some forbearance pauses due to periodic unemployment.
I have been trying, for the last 7 months, to get an accurate list of all the payments I have made on my student loans since XXXX. I have called and written MOHELA at least a half dozen times to get this information but when they eventually provide it, they are only able to provide information dating back to XXXX, when they took over my account. It appears they may have no records of my student loan payments prior to their taking over my loan ( which I had no control over ).
I tried calling the US Department of Education after not getting satisfactory answers from MOHELA. They simply sent me back to MOHELA. I am very concerned that records have been lost of my payments and that I may qualify for loan forgiveness under the income-based borrower programs but may have that forgiveness unnecessarily lengthened due to lost / incomplete records.
Please, can you help me get the information I am looking for?
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| 10/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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The issue is that Mohela customer service is unavailable to speak with me or provide me timely written communication due to overwhelming volume of those seeking XXXX. I myself requested XXXX from Mohela and I also have a specific request for XXXX. I submitted my XXXX Application to Mohela, so I am confident that will be resolved. However, it is important that Mohela hear me and take my specific request, which they haven't been able to do, so that leaves me very worried.
I am very worried that the {$20000.00} Debt Relief will be applied to 2 loans I have from XXXX. My XXXX Application shows that I have 9 years of public service toward the ultimate " forgiveness '' of those 2 loans from XXXX. So, as a result I do not want the {$20000.00} Debt Relef applied toward those two loans, I have several other loans from XXXX - XXXX which should have that Relief applied.
I have submitted to Mohela in two occasions 1 ) the XXXX Application for the loans from XXXX on XX/XX/XXXX and 2 ) a letter on XX/XX/XXXX explaining that I intend that Debt Relief not be applied toward the XXXX loans from XXXX for which I requested XXXX.
My only hope is that Mohela takes these requests and processes them correctly before application of Debt Relief, because the prospect of having to undo Debt Relief on the 2 loans from XXXX and then having Debt Relief retroactively applied sounds like a nightmare.
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| 12/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Received account alert : " 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. '' I also received a letter stating that I was put on Administrative Forbearance until XX/XX/XXXX and no payment would be due.
I happened to log in to my Mohela account today and my loans are back in repayment and I have a total due XX/XX/XXXX. I did not receive a bill or any notification that my loans were placed back into repayment despite being told no bill would be due until XX/XX/XXXX. If I hadn't logged in today I would have no reason to believe my loans were back in repayment since I have a letter that states otherwise.
Also, I submitted my PSLF employer verification for a number of months and was told only one month qualifies which is completely incorrect.
I will attempt to contact Mohela when they're open but I have already tried contacting them previously and waited hours on hold before giving up.
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| 11/29/2021 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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On XX/XX/2021 I received a letter in the mail with a final notice regarding my student loans stating that I needed to make a call to XXXX to be eligible for a payment and loan consolidation program. On XX/XX/2021, I called the number and spoke with a representative XXXX, who informed me that I was eligible for the public service loan forgiveness program in which I would pay {$39.00} for 120 months and after the XXXX months my loans would be forgiven. He said I would have to pay {$1600.00} in doc fees but I was eligible for deductions and it cut down that price to {$990.00}. He then gave me XXXX options pay XXXX payments of {$330.00} or XXXX payments of {$390.00} in which I chose the second option. I provided my bank account information. He also before starting changed my password for my FSA ID ( which I realized after ). He then sent me a link to my email in which I had to sign off on some documents, which I have attached. I asked XXXX what XXXX XXXX were and he stated that it was the agency they used to sign documents. I confirmed my social and signed the documents and submitted them. He then told me I would have to print and sign and submit some paperwork in order for the payment plan to start. After hanging up I researched XXXX XXXX and realized it was a scam. I called my loan agency ( mohela ) and contacted my bank and Im also monitoring my social through credit karma.
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| 10/23/2023 |
Yes |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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On XX/XX/23, I requested a 90-day payment deferral or reduction on a private student loan that I currently have with the company. After going over the reason for the request ( my husband was off work for 3 months on unpaid XXXX ), my income and my expenses, I was informed that I don't qualify for their one and only option - interest only payment - because I didn't have anything left over to pay the interest only payment. I asked the representative if this was the only option that the company offered and she confirmed that it was. I said to her that the reason I was requesting a deferment was because I had a loss in income and that if I couldn't pay I'd be penalized by a bad credit rating as well as the possibility of wage garnishment. Her response was that if the company let me defer my payment they would be breaching the contract. So, you will cause people default on their loan with you so that they can breach their contract with you and you will cause them a hardship as a result which is terrible business. Her response was to try to find the additional income in order to make the interest only payment. I make the regular monthly on-time via recurring ACH debit and this is the treatment I receive when I need help. I want to pay but need at least 3 months to get caught up with all of our bills but my good repayment history doesn't count for nothing with this company. Sad!
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| 07/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
Servicemember |
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I enrolled as a student with XXXX last quarter of XXXX. I went through the admissions process and became eligible to start classes for the spring semester. I relocated from XXXX to XXXX MN and signed up for classes before end of XX/XX/XXXX. When I was scheduling for my classes a financial aid advisor began to request information, I already submitted using baseless arguments. For example, he insisted I must provide transcripts from a school that was no longer open, the school was closed for fraudulent activity almost a decade ago. He kept threatening to cancel my loans because the department of education won't pay for the same college credits. I don't have a XXXX, XXXX XXXX or any XXXX XXXX. The only certification I have from previous education is an XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Every time I presented documentation to show his concerns were unmerited made him double down on his antiques. He rejected or canceled my XXXX XXXX stating I wasn't eligible without my consent. I escalated the issue and he presented to his oversight documentation after he cancelled the loans to show no loans were ever approved and I was unable to pay for the course I had applied for. I was scheduled to take a final exam XX/XX/XXXX and then advance to the practical training but my classes were dropped and told to start over next semester. I was relying on my XXXX XXXX for my living expenses.
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| 02/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
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In XX/XX/XXXX I refinanced my federal loans with MOHELA into direct loans to obtain forgiveness under XXXX. MOHELA included an application for XXXX in the envelope along with my loan package. I immediately completed the application & returned it ( receipt date was XX/XX/XXXX ). On XX/XX/XXXX I called MOHELA to inquire about the status of my application. The customer service rep asked me to verify my account information then asked if I had received any Pell Grants. I said I received one in the amount of {$450.00}. She immediately advised me to apply for Biden 's student loan forgiveness program. 4 days later MOHELA sent me 3 rejection letters saying I didn't have direct loans. She saw I had direct loans while I was on the phone with her & she still rejected my application. I believe she was steering me into options that did not benefit me but instead benefitted MOHELA based on information she saw within my account & application. MOHELA acknowledges I have qualifying employment & direct loans but they have failed to verify my payment history. I uploaded that information from XXXX XXXX XXXX XXXX & I'm still being rejected. They have not done proper due diligence on my account by looking back & counting my payment history with XXXX XXXX XXXX XXXX. I have been dealing with MOHELA for 7 months & I'm tired of getting the runaround even though I fully qualify. Can you help me?
|
| 09/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela recently moved my student loan account into repayment status. However, the servicer calculated my monthly payment incorrectly when it transitioned my account to the XXXX plan. There is no math on planet XXXX that shows how Mohela arrived at a monthly payment amount of {$530.00}, due XX/XX/XXXX.
On XX/XX/XXXX, my monthly payment was calculated to be {$410.00} under the XXXX plan. I have not recertified my income since that date. Now that the XXXX plan is effective and uses 225 % of the XXXX XXXX XXXX instead of the 150 % figure that XXXX used, the monthly payment should have decreased. That means " gone down, '' for the kind folks at Mohela doing their best to keep up.
In addition, my spouse 's repayment increased from approximately {$180.00} to over {$500.00}. Clearly, Mohela has calculated monthly payments incorrectly under the XXXX plan XXXX has not accounted for the appropriate family size *and* has ignored the requirement to prorate monthly payments among spouses when both owe student loans and are on income-driven repayment plans.
The Mohela logline that " some borrowers will have a higher monthly payment '' after the XXXX plan recalculation is not an adequate explanation, as demonstrated by the facts above. On XX/XX/XXXX, I used the " Contact Us '' feature at Mohela to request a correction of the repayment amount but I have not received a response.
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| 05/14/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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My account was on auto pay. Mohela says they stopped taking payments from my back account after having a letter they sent to me returned, although there was no change to my address. I made several requests for documentation of the returned letter in question to determine if it ever existed and, if so, to see why it was returned. They were unable to produce any documentation or explanation. I was unaware that the payments werent being debited as the emails they sent went to a junk folder. They admitted in my conversations with them that they never called my cell phone, which was accurately labeled as my current primary phone number, because their guidelines dont allow them to make automated calls to cell phones without some sort of prior authorization. Furthermore, they declined to have a human call me instead. Rather, they made three ( 3 ) robocalls to an old work number which was labeled alternate and no longer valid.
So, in fact, Mohela did not adequately attempt to inform me by mail, phone and email that they were stopping the automatic payments, and therefore I was unawarecausing the account to inadvertently go into default.
I wish to appeal and escalate this decision, so that the facts can be obtained and my credit report cleared of the negative reporting ( my FICO score decreased by 58 pts ) that resulted from Mohelas negligence in this case. Please advise.
|
| 12/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I submitted ( and Mohela received ) my SAVE income-based repayment application on XX/XX/2023.
The status has been " Processing '' ever since.
Multiple calls over the months and they have confirmed every time that nothing else is needed from me ; they just have too many applications to review and haven't gotten to it.
As a result, I was placed into an administrative forbearance. However, that has since ended, and Mohela wanted me to start paying the loan back monthly at a very significantly higher amount ( almost twice as much ), since Mohela has not had time to review ( apparently 3+ months is not enough time ).
I called and asked for another administrative forbearance, however while I am off the hook for paying, the interest is capitalizing on the loan.
There is literally no incentive for them to process my application if my interest is capitalizing. Why should I have to pay more over the life of the loan because they can't get their applications in order? I don't understand why they are able to capitalize the interest.
I read online recently that the government disallowed Mohela specifically from charging interest when mistakes are made. Would this not be similar to a mistake, taking forever to process an income-based application?
Is Mohela allowed to charge me interest based on their inability to process my application in a reasonable amount of time?
|
| 10/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I, XXXX XXXX, applied for student loan forgiveness months ago through the XXXX XXXX XXXX XXXX ( PSLF ) Program. The deadline to submit the app is XX/XX/22. Per Mohela 's phone recording, I never submitted an application nor do I have any student loans! I called and called and called and have been on hold for hours and then Mohela disconnects the call. It seems that they aren't taking any incoming calls at all anymore despite getting a very hefty government contract to manage this program.
Mohela is supposed to provide a basic service and hopefully some decency in this process. I've even tried to send a secure message via XXXX- it says to call. I call- it says my call can't be answered. I try to DM via XXXX, but they XXXX their messaging. I've also DM 'd on XXXX no response! What am I supposed to do to get in contact with them to actualize my application and to just make sure it's even received? Mohela is systematically blocking access to this program, which XXXX XXXX put in place to make accessible to those of us who qualify, but we, the public servants, who dedicated our lives to serving our communities are denied qualifying for programs because of organizations like Mohela who work to block access. We as a society have been traumatized enough and dangling these programs without actually proving accessibility to them until after the deadline should be criminal.
|
| 08/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Hello. I consolidated my federal loans in XXXX and have been participating in the Public Service Loan Forgiveness program since that time. I currently have 120 qualifying payments. I have worked full time/40 hours at a non-profit since XXXX. My loan server has been fedloans during this time. I applied for PSLF through XXXX in XX/XX/XXXX. I waited 3 months for a response and then received a denial letter stating reason is not being employed full time. I have worked full time since XXXX. When I spoke with the XXXX rep, they stated they thought there was a scanning error and " 40 hours '' looked like " 10 hours. '' I disagree and think it looks like 40 hours. Nevertheless, I re-submitted a PSLF application to fedloans. Shortly thereafter, my loans began a transfer process to Mohela that took two weeks. I went ahead and submitted my PSLF application to Mohela. I additionally submitted old employment certification forms from previous employers to Mohela. I spoke with the Mohela rep who tells me it could be mid XXXX before anyone gets around to looking at my application. I have been getting the run-around for 6 months now. I qualify for PSLF and would like my application reviewed so my loan and move forward with discharge. I have been participating in this program for over 10 years and should be prioritized above other borrowers who now only qualify under the new rules.
|
| 06/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
My loan is Moelsha and I am sending them payment for my loan they are telling me two different story one someone will tell that my request for my refund is being processed and I will receive a refund for my payment that made on my loan during Convid 19 pandemic. And call them the day someone tell me that I want receive anything back cause they claim that i didn't make any payments on my loans. And I know that I make payments I have the confirmation from my bank and also from Moelsha saying my has been successful paid and .I noticed that reason why they are saying that my request for refund is not cause i am a young XXXX and they feel like I don't deserve my money back {$180000.00} .is alot of that is owed to me and they are coming anything to not release. When the XXXX XXXX XXXX send me information saying my loan are paid off and I don't need to do no more actions.And Moelsha is telling me that they is not getting none of these information from the Department of education and they act like I don't know wat I am talking about. And they feel like they are just going to tell me anything and I will go away. But I know that Moelsha owe me money and I am not going to allow them to keep my money. How did XXXX Set icing send me my refund but Moelsha don't see all the payment I made I have bank showing the money was took out my account and send to My current loan service.
|
| 03/28/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
Older American, Servicemember |
|
A student loan obtained by myself in XX/XX/XXXX for a total of {$9000.00} was discharged through bankruptcy in XX/XX/XXXX. Authorized by a federal court and signed by a federal judge. During that period some loan relief was either granted or not granted. My relief was approved. Many years later I was contacted by DOE and told that the judge did not indicate in my BK that a specific hardship would occur without the relief granted. Therefore the judge had no authority to grant my relief. My loan more than quadrupled because of this and I have been paying this balance since the XX/XX/XXXX 's. The loan has been sold to numerous companies over the years and all continue to force one into the consolidation trap. The loan has been paid down from {$37000.00}. 00 to {$18000.00} presently. This should never have happened. Even if my BK was not correct which is nonsensical, I should not have had the burden of paying accrued interest and penalties when my correct legal documents were being rejected. In addition, my loan is well over the 25 year threshold for student loans. I also became a certified XXXX XXXX years which should have been enough to be granted loan forgiveness but I was told that my loan was too old. At no time should I have been made to pay for mistakes made by any judicial entity. Whether or not it was the federal courts or the DOE. None of this was my error.
|
| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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XXXX XX/XX/2023, Financial Student Aid approved and letter was received XXXX XXXX. The agreement stated that the repayments were to start on XXXX XX/XX/2023 for the amount of {$180.00}. Mohela sent a bill on XXXX XXXX that stated that I was required to pay {$340.00} starting XXXX XX/XX/2023. I contacted Mohela on XXXX XXXX and received a callback due to high call volume at XXXX. I relayed my issue with the customer service agent and was subsequently transferred to another agent who related that they see the documents from FSA as well as the subsequent bill from Mohela on my account. The agent them related that I needed to reapply for an IDR which I refused and asked why the SAVE IDR agreement was not being honored. The agent refused to provide an explanation. I requested information in writing as to reason for the rejection of the FSA agreement. The agent placed me on hold and then returned stating that they will resubmit my IDR in their system and place my account on hold so that I do not have to pay the escalated amount in XXXX. I was also advised that my IDR from FSA may not be honored in the future. I advised the agent that this is possibly illegal practices and that as a servicer they are required to honor agreements from FSA and such threats should not be made. I advised agent that CFPB will be notified of this interaction as well as FSA and an ombudsman.
|
| 09/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/2023 I paid off my student loan balance through Mohela, my absolutely incompetent servicer. I have the documentation of the payment confirmation, the withdrawal from my bank account and the following XXXX balance from the Department of Education.
Following my payoff, the department of Ed gave the money back. I have not been abler to find out why because they have not responded. If it's for forgiveness, I would like to know. However, I believe it must be for continuing gaining interest.
Soon after reaching out to the department of Ed to submit a complaint about Mohela, they then brought my balance back from 0 to the original amount. Nowhere in this was I ever contacted.
My servicer then began charging interest, now I have to pay at this time {$11.00} more but it will continue to accrue simply because no one accepted my payment and no one is responding.
At repayment, the servicer system said I would be overpaing due being in auto debit, which I am definitely not in. They are a new servicer! It switched during the pandemic. they know this because on their website dashboard, it says a warning about lowering my payments if I choose to sign up for debit.
This is all evidence that they can not handle the crucial data management required for loan servicing, who knows what else they have mishandled leading to incorrect payments for myself and others.
|
| 11/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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Mohela is my servicer. Prior to the resumption of loan payments in XX/XX/XXXX, I was supposedly enrolled in the SAVE plan, but they did not change the payment amount of my REPAYE payment. They removed the forbearance, listed me as on the SAVE plan, but again had an amount due of the incorrect amount. On XX/XX/XXXX, I received a letter backdated to XX/XX/XXXX that my account would be auto debited in the original REPAYE amount on XX/XX/23, despite it saying Im on the SAVE program. Thereafter, on XX/XX/23, I received a notice backdated to XX/XX/23 that I was now enrolled in SAVE, but the first payment was not due until XX/XX/23. In the meantime, the payment of XX/XX/23 was still showing as due in the incorrect amount. Between XX/XX/23 and XX/XX/23, countless people were placed again on administrative forbearance due to this issue, but I was not. I called on XX/XX/23, after they were closed for 3 days, and was told that the payment was due, even though it was in the incorrect amount, and that my SAVE plan would be effective XX/XX/23. This is obviously their way to make an end run around the 21-day requirement, by billing me an incorrect amount. These are not trivial amounts of money. We are talking about payment equivalent to a mortgage payment. MOHELA is wholly incompetent and should absolutely not be given the responsibilities to affect peoples lives like this.
|
| 11/20/2019 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I have a variable rate loan that resets monthly on the XXXX. a couple months ago i noticed that the payment went up and started looking harder at is because several things happened that month where the payment should have been reduced : 1. the fed cut rates 25bps and libor reduced accorting ; 2. the day count was lower and 3, it should have been calculated off a lower principal balance since i'm current and the loan is amortizing. so when i questioned they said it was a " timing difference '' and the extra amount goes to principal ... i have been asking for proof of the calculation but they will not provide. they only provide my payment history. i want to make sure they are applying the excess interest to the principal ... .it doesnt appear they are doing so and i have no transparency into how excess is applied. i asked for the calculations, - what should have been the interest and principal amount, and what actually got applied ... thus showing the difference. they claim they can not provide me that information. i believe they are just pocketing the difference rather than actually applying it to principal. they sent a table but i believe it to be incorrect as they never recalculate the starting balance to reflect the excess payment so i'm always paying extra interest on the higher starting balance. it should be easy for them to pull those historical numbers.
|
| 10/10/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I graduated collage in 1995 with {$23000.00} in loans. Ten years later I owed over {$50000.00} and today I owe almost {$80000.00}. It seems like the more I pay the more I owe. The first ten years I had some financial difficulties due to a bad marriage. My then wife was paying the bills and without my knowledge she took a forbearance on my student loans. For the past ten years I have been on the Income based repayment plan and every year my balance goes up.
Last month I called MOHELA to ask why my balance keeps increasing. For the first time I was told that my plan doesn't cover my total interest and the remaining interest is added to my account.
I then asked how long I have been on the plan and the information I get is confusing. One person says I have about 9 years in and another person says I only have about 3 years. Through a work benefit I went back to school to take a few classes and MOHELA automatically put me on deferment. I was told this deferment time would count towards the 20 years and I was told it was not. I have asked for confirmation and was told they would send me a letter explaining how much time I have but no letter has been sent in almost two months. If I do get the letter how do I know I can trust the information? If forgiveness is a benefit of this program they should provide you the amount of time remaining in the monthly statement.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I called my current loan servicer, which was XXXX at the time in XXXX after waiting on the telephone for more than 2 hours ( my loan servicer was formerly XXXX XXXX ; my loans transferred to XXXX on XX/XX/XXXXXXXX ). I finally reached someone and told them I wanted to request a refund of my payments that were paid between XX/XX/XXXXXXXX to XX/XX/XXXX. I was told my loans were in the process of being transferred to Mohela, so I had to contact them. I called Mohela, who told me to contact XXXX again because my loans had not been transferred to them yet. I called XXXX again for the second time after waiting more than 3 hours, and when I finally got through to someone, they told me they had to transfer my call to someone else if I wanted to request a refund. I told them I could not hold on the line any longer because I was at work and had to go see patients, so they gave me an e-mail address to request the refund. I sent XXXX an e-mail on XX/XX/XXXX requesting the refund, and I still have not received a response from them. Once Mohela became my loan servicer, I decided to call them to request the refund, but they had informed me that I had missed the deadline and was no longer eligible for a refund. I have submitted a complaint regarding my above experience through the studentaid.gov website on XX/XX/XXXX, and it is still an open case last I contacted them.
|
| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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Hello, I reached out to Mohela on XX/XX/XXXX to inquire about the status of my PSLF. It has been well over 90 days since I submitted my application from XX/XX/XXXX so there should be an update. On XX/XX/XXXX, I saw this status update : XX/XX/XXXX Duplicate Form A duplicate application was processed as Canceled.
I immediately called on XX/XX/XXXX to inquire about what the duplication application cancelled status was about. I stressed to the representative that I have thoroughly checked my application over a dozen times and there was no duplicate application. I stated that everything is dated from my years of employment XXXX - present. She informed me I was correct and there is no duplicate application and she is unsure why that was written. She also informed me my XXXX were processed XX/XX/XXXX and she confirmed she will write a note in my account. When I logged back on Mohela, I see another status update : XX/XX/XXXX Received in Process Please allow up to XXXX business days for processing. A notice will be sent upon completion.
I message Mohela to follow up, requesting clarification. Am I to understand that I have to wait another 90 days before I get another update regarding my PSLF status? I don't understand how I have to wait about 6 months now to get an update on my PSLF when there was no error from my end. I asked for this confirmation in writing.
|
| 01/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XXXX XXXX XXXX I mailed a letter to MOHELA about accounts listed on my credit report and I have not received any help or response as of this date. The contents of the letter are as follows : " REQUEST FOR INFORMATION FROM MOHELA I am requesting information for the following accounts : MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX Please provide copies of the following information : All billing statements from the date of account opening A copy of the XXXX cancellation of debt if applicable Date of Last Payment It is my belief that 14 days is a reasonable amount of time to gather this information. I look forward to your complete corporation and compliance.
Respectfully, XXXX XXXX '' I don't know what else to do or how to get the information as the call center seems to be too overwhelmed or the information is not complete.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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My servicer, MOHELA, has given contradictory and inconsistent information regarding my repayment terms and is unresponsive. On XX/XX/XXXX I submitted a request via studentaid.gov to have my income-based repayment recalculated in reflection of a reduction in my income, on which I asked for whichever payment plan had the lowest monthly payment. The FSA website estimated my monthly payment would be {$0.00} on the SAVE plan or approx. {$120.00} on the PAYE plan.
On XX/XX/XXXX I received an electronic document ( dated XX/XX/XXXX but not received until XX/XX/XXXX ) stating my loans were placed on an administrative " processing forbearance '' from XX/XX/XXXX until XX/XX/XXXX.
On XX/XX/XXXX I was notified my request for IBR recalculation placed me on a SAVE plan with a monthly payment well above my ability to afford ( approx. 22 % of my " discretionary income '' as calculated based on federal poverty designations, and roughly 20 % of my actual total monthly net income ) with a due date of XX/XX/XXXX, in contradiction of the processing forbearance previously stated.
I could not contact MOHELA by phone as calls were dropped and unanswered. I submitted a message via MOHELA 's website on XX/XX/XXXX stating my belief the payment calculation was in error and requesting resolution/recalculation. This message has not been acknowledged or replied to as of XX/XX/XXXX.
|
| 03/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
My federal student loans are held my MOHELA.
On XX/XX/XXXX, I submitted a XXXX Application to MOHELA, asking for XXXX certification of my federal government employment from XX/XX/XXXX to the present ( XX/XX/XXXX as of the date of submission ). See attached XXXX application, downloaded from my MOHELA " Documents Received '' tab.
On XX/XX/XXXX, I used the MOHELA online webchat feature to contact MOHELA because I saw that my XXXX Application, dated XX/XX/XXXX, was processed ; however, no other information was on my account ( i.e., no updated payments, no letters, notifications, etc. ). During the chat session, the MOHELA representative informed me that MOHELA denied my XXXX application on XX/XX/XXXX. I asked the MOHELA representative what was wrong with the application. The MOHELA representative reviewed my application and determined there were no errors ; she also indicated she would submit a discrepancy report, asking for my form to be reviewed. She informed me that review could take up to 30 days. See attached webchat transcript.
This is unacceptable. I submitted my XXXX form nearly four months ago, and now MOHELA can not even process the simple two page form correctly. I am due to have my loans forgiven once this XXXX application is properly processed, and MOHELA is delaying my forgiveness due to its own careless handing of my student loans.
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I have had trouble with both administrators of the Federal PSLF program ( initially XXXX and now Mohela ). I have submitted information regarding my eligible employment in order to have my " qualifying payment counts '' toward loan forgiveness updated in advance of the XX/XX/2022 deadline. My most recent round of trouble started in XX/XX/2022. I submitted my forms to XXXX, and learned that before processing my request, they sent my loan and documents to Mohela. Once the transfer was complete and I was granted access to Mohela.com, I logged in at uploaded my documents again. I uploaded these forms on XX/XX/2022, XX/XX/2022 and now again XX/XX/2022. Mohela sent me XXXX letters on XX/XX/2022, all with conflicting messages and failed to credit all of my qualifying payment counts, though they did acknowledge some. It has been impossible for me to resolve this directly with Mohela. After several attempts to contact them via phone ( all ending in an automated system telling me that they are " unable to locate my student loan account '' and disconnecting the call ) and an attempt via their own online messaging system ( made on XX/XX/2022 and as of today, I have not received a response ) I am reaching out to the CFPB in order to aid me in resolving this matter. I fear that Mohela intends to ignore or continuously deny my request through the application deadline.
|
| 10/11/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Need information about my balance/terms
|
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Web |
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I have been trying for years to determine how my loans have the interest rate they purport to have because I do not believe it is correct. When I spoke with my loan servicer, I was advised to contact the department of education. When I contacted the department of education, they told me to contact my loan servicer. I was finally able to obtain a marginal print-out of my student loans but it STILL does not contain the ( 1 ) actual notes indicating the interest rate, and ( 2 ) it also failed to show some of the interest rates on my loans claiming that the interest rate is variable. Last year, I found a major discrepancy in how my interest was being capitalized which led to an approximate {$14000.00} modification to my outstanding loans. I want to make sure that the proper interest rate is being applied to my loans.
Moreover, I want to confirm that the principal on my loans are correct as well.
All avenues that I have tried have failed to provide me with : -proof of the interest rate ( as it was upon execution with my loan documents ) ; -proof of principal ( as it was upon execution with my loan documents ).
I can not understand why no one can provide me with a copy of my loan documents, and also provide me with proof of my interest rates.
I will pay the debt I owe, but I believe I am being overcharged.
Thank you for your attention to this matter.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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After reviewing the qualifications on studentaid.gov, I applied for the XXXX XXXX on XX/XX/XXXX. My family size is XXXX, my AGI from my 2022 XXXX XXXX is {$25000.00}, and I have qualifying loans. My application via Studentaid.gov was received and then sent to my servicer, Mohela. On XX/XX/XXXX, Mohela sent an electronic letter indicating it was unable to XXXX my request for an XXXX due to the following vague rationale " - Based on your Adjusted Gross Income, family size and outstanding eligible federal student loan debt, you do not qualify for the repayment plan you requested. '' Mohela did not collect any information from me to verify this information and I have been unable to reach Mohela via telephone to inquire into this issue and have Mohela process the request to be moved to the XXXX XXXX. I understand Mohela is likely struggling to process student loan information given the recent restart ; however, Mohela did not take any steps to collect information from me in order to process my XXXX Plan request, a payment plan I qualify for. I also suspect Mohela is incentivized to deny otherwise qualifying requests like this given their low margin business model and the extra administrative burdens required to process these requests. I am disappointed in Mohela 's efforts but hope to expeditiously resolve this issue. Kind Regards, XXXX XXXX XXXX XXXX XXXX
|
| 10/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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I am trying to talk to a representative at Mohela to change my repayment plan to the standard repayment plan. I have called them repeated times, and I can not get passed the machine. Waiting times to talk to a representative are over two hours according to what the machine says, and each time I have been waiting the call gets dropped a few minutes into the call or a few times after waiting over an hour. ( could. not get a representative or get through the machine ). I also tried to contact them through the message function in the company website, and I have not heard back from anyone. My issue is time sensitive as I need to submit some documentation to my employer regarding my loans, but I can not do so as long as the wrong repayment plan is there. Below are the dates I have attempted to contact Mohela, By phone XX/XX/2022 @ XXXX, XXXX, XXXX. // XX/XX/2022 @ XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. // XX/XX/2022 @ XXXX, XXXX, XXXX ( these calls didn't even get through ; I would get a busy tone ) // XX/XX/2022. @ XXXX // By message XX/XX/2022 // XX/XX/2022 // No actions taken by the company Mohela of any sort XXXX would like to talk to a representative to change my repayment plan to standard ASAP. I can not do it on my own through the automated system or in the website considering that there is not such option for customers unfortunately.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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My loan servicer for loan consolidation for PSLF was XXXX. From XXXX to XXXX I applied for PSLF four times. On XXXXXX/XX/XXXX, that loan was transferred to Mohela to process PSLF. My first employer for PSLF was approved on XX/XX/XXXX, and the second on XX/XX/XXXX. Also on XX/XX/XXXX, my IDR paperwork ( which I submitted twice ) was approved, and twice I requested forbearance while they sussed out the XXXX payments count. Today Mohela raided my bank account without warning, and took over {$1100.00}. Im unemployed, and my IDR payment was {$0.00}. *I never, ever gave Mohela my bank account info, and can only assume that they imported it from XXXX XXXX XXXX I also cant remove my bank account info, since it appears nowhere on the Mohela website. I have no idea where they store my information, when I will be charged, how much I will be charged, and how frequently. I received no billing statement prior, and have no idea how they came up with this dollar amount. This is insane. I feel like I have no choice but to close this bank account so that I can pay other bills, because Mohela is literally stealing from me. How did this criminal enterprise come to be in charge of PSLF? I feel like Im being punished for public service, and they are *impossible to reach*, the website is nonfunctional its a complete disaster, and I want my money back from these thieves.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I applied for Public Service Loan Forgiveness ( PSLF ) in XX/XX/XXXX. At that time, I applied for consolidation with a direct loan lender, Mohela. My prior loan servicer was XXXX. I have worked for a qualifying PSLF employer since XXXX and have made over XXXX qualifying on-time, income based payments from XXXX to present. On the Mohela website, there is a gap of unaccounted monthly payments from XX/XX/XXXX to XX/XX/XXXX and only XXXX of the XXXX payments I have made toward my student loans have been verified. I provided proof of payments through my prior servicer XXXX. Mohela continues to state that they are waiting for updated payment counts from federal student aid ( FSA ). I submitted a PSLF reconsideration request with FSA on XX/XX/XXXX and never received a response. XXXX representatives state that they have updated the loan servicer and the complaint is closed. I'm incredibly frustrated because I have made more than XXXX qualifying payments and now that we are entering repayment, I do not know what to do regarding my student loans, which should have been forgiven. It seems like the XXXX entities, Mohela and XXXX are not communicating with each other. I have called Mohela at least XXXX times since XX/XX/XXXX to try to get this resolved and have been told to be patient. There is a clear error somewhere and the XXXX entities need to clear it up.
|
| 12/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
I applied for the new XXXX plan in XXXX of XXXX. My new payment did not show up on my account for well past my first due date of XXXXXXXX. When I got the updated bill it was not sent to me with XXXX weeks notice although it was back dated to make it look like I had received it earlier. I then received correspondence saying my XXXX plan was approved and my new payment was {$290.00} due XX/XX/2023. However my account still showed my old payment of {$360.00}.
I sent several secure messages during the time that went unanswered for weeks. I finally called XX/XX/2023 and waited on hold for over an hour before I spoke with a rep, XXXX. She initially said my XXXX plan payment was due on XXXX. But my old payment was still due in XXXX. I asked her to investigate this because thay made no sense when I had applied for the new payment plan in XXXX.
After a few minutes she came back on the line to let me know that they will put my account in a admin forbearance at this time and my first payment will not be until XX/XX/2023. However my account now shows my new payment due but my account is overdue for my original amount. I have once again sent several secure messages without response.
My account is accruing interest even though this should not happen while on the XXXX plan. I do not want my credit report effected due to the error in processing my loans.
|
| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
I called Mohela on XXXX to request options for a lower monthly payment. They informed me that there was nothing they could do for me, but gave me a phone number to call ( XXXX ) to apply for loan consolidation and lower my payment.
I called the above number and spoke to XXXX XXXX XXXX. They told me that there was a way to consolidate my loans and have {$70000.00} of my debt " forgiven ''. They also said I was able to lower my monthly payment from {$1300.00} to just over {$300.00}.
They had me sign some forms electronically while I was on the phone with them and also asked for my XXXX password so they could log in on my behalf.
Afterwards, I found out this was a scam, and that Mohela gets a kickback for all the referrals they send to them ( it's all over the internet ). When having my solicitor read over the paperwork, XXXX XXXX XXXX slipped in that they charge {$3700.00} for this " consolidation '' service, which can be completed for free on the XXXX website. This fee was also never discussed during the phone call.
In short, Mohela should never have referred me to XXXX. XXXX should be held responsible for not disclosing all of the terms of the contract, including the fee. Both of these companies are doing an incredible disservice to the millions of student loan borrowers who are desperate to pay back their loans in an affordable manner.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is my current loan servicer on my federal student loans. I have been working for the XXXX of Wisconsin for over 25 years all in public service and have made more than the required XXXX payments under the XXXX program. They say I have only made payments that total XXXX and am short of the XXXX but during XXXX payments were put on hold and we were supposed to get credit for those payments.
If and when those months are counted towards the XXXX I would easily be forgiven. Also I have never received although I have asked during numerous phone calls in the months of XXXX and XXXX on what is the hold up.
I have also made payments to NAVIENT which was my other service provider prior to consolidation with Mohela and under the rules, I was supposed to receive credit for all these payments as well. Mohela told me they would look into it and get back to me but they just send empty messages that don't directly answer my questions. I have also started repayments again on these loans under the PLSF but I feel I have made more than the XXXX payments and should be receiving money back for overpayment. The customer service is lacking at Mohela, when I called in XXXX I was on hold for over XXXX minutes and then received a person who was getting trained as my support staff. I knew more about the program than she did. Totally unacceptable. Please help me.
|
| 01/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am a 32 years of service retired educator of public schools. My loan was recently transferred from XXXX to Mohela. XXXX had my total number of payments for PSLF at XXXX. I had XXXX continuous months deferment and XXXX payments that I made during deferment in XXXX that they would not count. I asked Mohela to count them. They said I did not apply for PSLF and did not have my employment verified. I sent both sheets to XXXX in XX/XX/XXXX. Mohela asked for original paperwork. I expressed concern that the new paperwork would have a date past XX/XX/XXXX so I would not qualify for XXXX. I filed a complaint with Federal Student Aid on XX/XX/XXXX of XXXX. I waited three months to hear back. My case was closed on XX/XX/XXXX of XXXX. I called to find out what the judgement on the case was several times and was told the person who reviewed the case would call in XX/XX/XXXX hours. No one ever called, no emails! I contacted Ombudsman and was told to reapply to have my status for PSLF reviewed. I did. I was so angry I filed another complaint with XXXX and they closed my account one hour after I opened it. I am sick over this mess, I cant sleep! I I have NEVER been this frustrated in my life. I have screen shots and documentation for every person and date that Ive tried to resolve this on my own. Im willing to pay a lawyer to help. What are my next steps?
|
| 09/02/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I've tried everything. I borrowed $ XXXX in student loans between XXXX. My loan was sold and they tripled what I owed. I've been told by so many that it isn't their problem. Wrong! It is. Because government has not regulated those that buy these loans, you let them charge astronomical interest rates, they can change your loan amount. I now owe over $ XXXX, granted some is in interest but when payments exceed what you can afford and no one wanted to lift a finger to fix all this- you can collect it from no one when I die. Because I'm it. There will be no one.. So why don't we try actually fixing the problem with mine and others- because you can't tell me you didn't know there was a problem. XXXX, just got sold again to Mohela. Think they'll fix any issues? XXXX no- not their problem. Not the state 's problem where you got the loan, not the federal government 's banking problem, not the Department of Education 's problem. So honestly, who's frickin ' problem is it? When you show seriousness I will provide you with my student loan paperwork. Not going to waste my time if you're just going to waste mine.
My loans were not up for sale to the highest bidder yet State and Federal Government allowed my student loans to be sold to the highest bidder. I trust the government like a hole in the head, because you have all just passed the buck. Fix it!
|
| 06/26/2020 |
Yes |
- Debt collection
- Private student loan debt
|
- Communication tactics
- You told them to stop contacting you, but they keep trying
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Web |
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On XX/XX/2020, at XXXX XXXX I received a call from a number I did not recognize. I do not answer numbers I don't recognize. Shortly after I had the following text exchange with the number who I will call XXXX ( he later revealed his name ).
-- - XXXX : Avail for a call?
Me : who is this?
XXXX : Hey [ MY NAME ] .... this is XXXX. I just tried to call you and sent you an email Me : XXXX who? i don't know a XXXX.
XXXX : Look at the email, and then let 's talk!!
Me : no thanks XXXX : No, we haven't met ( yet ) This is about your XXXX account XXXX : I am XXXX XXXX ... .. this is my cell, so you can reach me here anytime Me : i don't have an account with a company called XXXX. this is an incredibly unprofessional way to contact someone be it for business or personal means. do not contact me again.
( Here I received a call from the cell number again, then a call from a second number ) XXXX : This is MOHELA.
Me : then contact me through a verifiable company number and not a personal cellphone. the XXXX kind of business practice is this? and maybe do it during regular business hours? thanks. i'll be filing a complaint with the FTC.
-- - I called MOHELA shortly after and asked to file a complaint about an employee who was using a personal cell to contact me. I was directed to their branch called XXXX and the office was closed.
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| 04/12/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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In XX/XX/XXXX I began XXXX school with a unsubsidized and subsidized loan. I was counting on Public Service Loan Forgiveness via the XX/XX/XXXX College Cost Reduction Act. Shortly after graduating, my loan was sold or transferred from XXXX to Aspire. I was set up on a " level '' payment plan- {$490.00} a month. I called Aspire repeatedly to make sure I was on-track for PSLF. Aspire 's phone staff/loan counselors assured me repeatedly year after year that I was on the right track and I just needed to keep making payments. At one point I had even inquired about income based rates and had been told if I deviated from the level plan I was on, I would lose loan forgiveness. In XX/XX/XXXX, my loan was transferred to XXXX. XXXX informed be that no payments I had made would be eligible for the PSLF, despite what Aspire told me. I called Aspire who tells me they shredded all my docs and everything went to XXXX, other than that they conveniently have no record of me. I am now out 10s of thousands of dollars that never went toward PSLF and I have to start all over again! I have paid approximately $ 40K! Had I been on an income based plan, I would have paid a faction of that before I was paid off. Aspire misled me and is now trying to pass the buck to XXXX. XXXX helped me by being truthful. Aspire misled me and cost me years and money! This is wrong!
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| 10/04/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
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I had Federal Direct Student Loans, serviced by MOHELA, that were fully discharged ( now a {$0.00} balance ) by the Department of Education ( DOE ) through their one-time IDR adjustment in XX/XX/. However, MOHELA continues to report a positive balance of over $ XXXX to the major credit reporting bureaus through the last two monthly feeds, affecting my credit scores and ability to seek a mortgage. The DOE website shows my student loan account as {$0.00}, and I even received a refund from them for overpayment. Even MOHELA shows on their website my student loan account has a {$0.00} balance, that it's in good standing, and that I do not owe any payments.
I submitted disputes with the credit bureaus regarding the incorrect student loan balance with documentation in XX/XX/. XXXX even agreed with my dispute, changing my balance to {$0.00} and resulting in an increase of over XXXX points to my credit score. However, when MOHELA 's last feed came through, XXXX reversed themselves, changing my balance back to $ XXXX and decreasing my credit score over XXXX points. The other credit bureaus, after concluding their investigation, just cited MOHELA 's feed, leaving my student loan balances as they were.
I fear without assistance ( CFPB ombudsman ) MOHELA will continue to misreport a positive balance to the credit bureaus for the foreseeable future.
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| 09/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I HAVE BEEN EMPLOYED WITH THE XXXX XXXX XXXX XXXX XXXX SINCE XX/XX/XXXX. I HAVE BEEN MAKING ON TIME PAYMENTS ON MY STUDENT LOANS SINCE XX/XX/XXXX. I RECENTLY SUBMITTED MY PSLF CERTIFICATION TO MOHELA AND WAS TOLD THAT MY PAYMENTS WERE INELIGIBLE SINCE I WAS IN DEFERMENT OR FORBEARANCE. I WAS NOT IN DEFERMENT OR FOREBEARANCE AND WAS MAKING ON TIME PAYMENTS EVERY MONTH.
I NOW RECEIVED A LETTER FROM MOHELA DATED XX/XX/XXXX STATING THAT MY APPLICATION FOR IN SCHOOL DEFERMENT HAS BEEN APPROVED FOR XXXX TO XX/XX/XXXX AND XX/XX/XXXX TO XX/XX/XXXX : I NEVER APPLIED FOR IN SCHOOL DEFERMENT. I HAVE BEEN WORKING FULL TIME FOR THE XXXX XXXX XXXX XXXX XX/XX/XXXX AND MAKING ON TIME PAYMENTS!
THE LETTER STATES THAT I HAVE BEEN APPROVED FOR IN SCHOOL DEFERMENT FOR SEVERAL PERIODS, INCLUDING XX/XX/XXXX TO XX/XX/XXXX AND XX/XX/XXXX TO XX/XX/XXXX.
I WANT THESE DEFERMENTS TO BE REMOVED FROM MY ACCOUNT AS THEY ARE WRONG-I HAVE BEEN EMPLOYED FULL TIME AND MAKING ON TIME PAYMENTS DURING THOSE PERIODS OF TIME! I XXXX XXXX XXXX IN XXXX XXXX XXXX XXXX XXXX XXXX I HAVE BEEN XXXX XXXX XXXX XXXX XXXX SINCE XXXX AND MAKING ON TIME PAYMENTS FOR YEARS-THIS IS PREDATORY BEHAVIOR AND SIMPLY WRONG. PLEASE HAVE THEM REMOVE THESE DEFERMENTS AND HAVE MY LOANS CORRECTED TO BE IN REPAYMENT. I WOULD LIKE TO HAVE MY PSLF COUNT UPDATED FOR THESE PERIODS OF TIME AS WELL.
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| 10/19/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I initiated PSLF forgiveness with XXXX in XXXX of XXXX. All appropriate documentation was submitted with employment verification of 10 years and more than XXXX payments. XXXX made a clerical error in copying the beginning date of employment to their system thus making it appear that I only had XXXX payments qualifying. I reached out and spoke with a representative who agreed that a clerical error had been made and she requested a review and assured me this would be fixed within XXXX business days. This did not happen and then my loans were transferred to Mohela. I attempted to contact Mohela first on XX/XX/XXXX with no response. A second inquiry was made on XX/XX/XXXX with no response. I have attempted to call on multiple occasions but sit on hold for hours without being able to reach a person. I decided to reach back out to XXXX and spoke with employee XXXX # XXXX. She informed me that my loans indeed had been transferred and that a review would take place by Mohela but could not give me a contact at the company or any way of pursuing further communication. I have had no communication from Mohela and the PSLF certification process is now entering it's XXXX month!!! This level of customer service would be abysmal for something very minor, but we are talking about thousands of dollars in this case. I am beyond frustrated at this process.
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| 12/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My ( and everyone 's ) loan was in forbearance during COVID until XX/XX/2023, but I kept making payments the entire time. Once that date was passed, I was charged interest again, which I fully expected. The payments I made for XXXX, XXXX and XX/XX/2023 included the newly accrued interest, and it was shown on the MOHELA website ( at that time ) how much of my payment went to each. The total interest I paid for this period was about {$800.00}. In XXXX, MOHELA placed my account in forbearance again due to a government sanction on them regarding fair practices. When I went to check on making my XXXX payment I looked at the previous payments out of curiosity. MOHELA had changed my previous 3 payments to show that the amounts I paid all went toward the principal. This would have been OK, except my principle amount did not decrease by the full amount of the payments, basically making my {$800.00} in interest payments " disappear ''. When I called to ask about this error, the ( intern ) agent couldn't find or access any records to show how my payment was allocated to my account and simply offered me a refund of the disputed amount. I declined and asked to speak to someone in accounting who could look up exactly how my payments were applied. I was transferred and left on hold for 164 minutes with no answer, then the phone system hung up on me.
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| 06/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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My current loan servicer is Mohela. I have communicated through messages on the Mohela website as well as called their toll free number to determine why my monthly loan repayments are shown at {$820.00} but no representative at Mohela has been able to sufficiently answer my question. My Mohela account shows that my current principal is {$54000.00} with {$0.00} current interest and with a 5.31 % fixed interest rate and repayment remaining over 105 months. I am being told I owe {$820.00} monthly when my payment plan begins XX/XX/2023. This calculation would reflect the correct amount IF based on my original principal of {$70000.00}. My monthly repayment should resume at {$640.00} through my current loan repayment terms. Mohela is resetting my loan payment modifying only the number of payments and not the principal, as such they are charging me approximately an additional {$4000.00} over the life of the loan. They are likely doing this to many other consumers as well. As shown through the Department of Education 's loan webpage at studentaid.gov, " Your loan servicer would base your new payment amount on : 1 ) your current balance of principal and interest and 2 ) your remaining repayment period.
Direct link below : https : //studentaid.gov/announcements-events/covid-19 Please see the amortization schedule attached for further details.
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| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela has mishandled my student loans. I was transferred from XXXX to Mohela. XXXX approved my XXXX driven repayment plan for a cost of aproxiamtely $ XXXX. Upon the transfer to Mohela, Mohela " lost '' this application and informed me that I now owe {$390.00} a month. I reapplied for XXXX and uploaded supporting documents from XXXX and applied for forbearance. I called Mohela on XX/XX/XXXX. After nearly XXXX hours on hold, a representative told me " you did everything right '' and my forbearance would be approved by Monday, XX/XX/XXXX and I would not need to pay.
Mohela 's auto debit system failed and did not bill me the ( again, incorrect ) amount of {$390.00}. Instead, Mohela put my account into delinquency and when I called again today ( Wednesday, XX/XX/XXXX ) Mohela 's automated phone system warned me that a collections agency would gather information to use against me, despite XXXX XXXX 's so-called " on ramp '' of not reporting delinquent payments to creditors.
Additionally, my XXXX has been denied, despite the fact that I only make {$39000.00} a year after tax.
I do not know if I still qualify for XXXX XXXX XXXX XXXX. I just resubmitted an IDR application with documents attached ( which are not required ) and Mohela is showing that I applied for REPAYE when I applied for XXXX.
I have been on hold for an hour again.
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| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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In XX/XX/XXXX, I received a letter from the Department of Education ( DOE ) that my XXXX ( XXXX XXXX ) loans were being XXXX based on Borrower Defense Evidence. To this day, the XXXX loans remain on my student loan account and are continuing to accrue interest, even though they have been discharged by the DOE.
On XX/XX/XXXX I received a letter from Mohela that my XXXX XXXX ( XXXX ) student loans were put into forbearance, with no explanation. Then on XX/XX/XXXX, I received another letter stating that the remainder of my loans ( XXXX XXXX and XXXX XXXX ) were also put into forbearance, again with no explanation. The forbearance end date is XX/XX/XXXX and interest continues to accumulate on all loans ( XXXX, XXXX, XXXX ) at a substantial rate. Since XX/XX/XXXX, I have submitted four email messages to Mohela requesting information as to why they put my loans into a forbearance status and have not received a reply as of XX/XX/XXXX. I did call them on XX/XX/XXXX, and after nearly 4 hours of being on hold, I was told that they " think '' it may be because the loans are being discharged/forgiven and that I should not make a payment on my loans until this gets this gets resolved, which can be anywhere from 90 to 180 days. As of XX/XX/XXXX the back interest I owe is now at {$550.00} and continues to grow at approximately $ XXXX a day.
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| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XX/XX/XXXX submitted PSLF with MOHELA XX/XX/XXXX Submitted FSA Feedback Case because of payment history gap of 48 months XX/XX/XXXX MOHELA secure message stating not qualified for PSLF yet due to not enough qualifying payments. Also, one employer had end date incorrect on employer eligibility form, short on year XXXX.
XX/XX/XXXX submitted new employee verification form to include the XXXX missing year.
XX/XX/XXXX added message about payment gap allegedly being due to in school deferment mistake by XXXX. Included upload of transcript to show not in school during that time.
XXXX?? XXXX transcript of chat with FSA representative ; informed feedback case is being actively reviewed and investigated.
XX/XX/XXXX emailed Representative XXXX XXXX regarding congressional inquiry of my loan status.
XX/XX/XXXX emailed Representative XXXX XXXX regarding congressional inquiry of my loan status.
XX/XX/XXXX Added to Feedback Case request to escalate to the Ombudsman XXXX. XXXX business days since filing complaint.
XX/XX/XXXX call FSA, representative with ombudsman. Reports complaint is in the queue with MOHELA.
XX/XX/XXXX call with MOHELA. Representative said she couldn't see payments from the time period and connected with an account XXXX. She was told those payments are under review and I should know something in the summer.
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| 10/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Hello, I have been having trouble with Mohela for more than nine months now. Starting in XX/XX/XXXXXXXX I received numerous communications about re-certifying my IDR plan. When I contacted Mohela about the discrepancy between when they were sending me and what was recorded on the student aid website ( https : //studentaid.gov/manage-loans/repayment/prepare-payments-restart ) they attempted to force me to recertify via the phone. I was subsequently removed from my repayment plan in XX/XX/XXXX. I again contacted Mohela and told them that according to the federal student aid website all plans were supposed to be continued through the covid pause. Mohela then processed a recertification without my consent. I contacted Mohela again and told them I did not authorize that recertification and, requested they reinstate me back to my plan and payment amounts from XXXX ( prior to covid pause ). I checked my payment information again, and my rectification date and both the date and payment amounts are still incorrect. They are blatantly telling me that they are not following the guidance from the federal student aid office, and that they are unaware of what information is provided to borrowers. The staff that answers any call ( after 3+ hours on hold ) is unable to do anything and even after promotion to a supervisor nothing is fixed.
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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A physical bill was received from MOHELA dated XX/XX/XXXX with a due date of XX/XX/XXXX. The notarized post office post-mark date is not compliant with the 21 day notification per Department of Education guidelines, policy, and federal law.
Upon review of the physical bill, the amount listed only delineates the principle amount. It does not include, list, or reference the additional interest amount. Upon review of the MOHELA website, my online account does not include, list, indicate, or make any reference to the additional interest on the principle amount. I had to call MOHELA to acquire this information.
Moreover, MOHELA indicated a XXXX minute wait to speak to a representative during this process. However, it took over XXXX minutes to connect with a representative who proceeded to place me on an additional XXXX minute hold.
Furthermore, upon request of physical documentation of MOHELA providing notification to all 3 credit bureaus, the representative informed me they were unable to do that, and placed me on an additional hold.
Cumulatively, this is a violation of the Truth in Lending Act, the Equal Credit Opportunity Act, the Fair Credit Reporting Act, the Federal Trade Commission Act, the Consumer Financial Protection Act, 34 CFR 685.220, 34 CFR 685.102, 34 CFR 30.1-30.70, and the Gramm-Leach-Bliley Act of 1999.
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| 10/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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My loans were transferred from XXXX XXXX to MOHELA on XX/XX/2022. Firstly, based upon information on the transfer page of their website, my account information should have been accurate as of XX/XX/2022 ( see attached document entitled " Servicer Transfer Status XXXX '' ). Secondly, based upon information previously viewable on my account page, my account information should have been accurate by no later than XX/XX/2022. Thirdly, based upon the explanation of the timeline of transfer, my account information should be visible ( see attached document " Welcome - Transfer to MOHELA '' ). Unfortunately, as of XX/XX/2022, my account information is currently inaccurate, showing good standing but a balance of {$0.00} ( see attached document " Mohela Account Home XXXX '' ). As I have not completely paid off my loans, my balance should not reflect {$0.00} and this information is incorrect. As a result, I attempted to call MOHELA on XX/XX/2022 about this discrepancy but the automated system informed me that they had no information about my account. Similarly, I can view no detailed information in my online account ( see attached document " Loan Detail Information MOHELA XXXX '' ). I do not understand why I am still unable to view accurate account information after being informed that my account should be up to date as of yesterday.
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| 08/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing this letter to request that my in-school deferments are waived/ reversed for XX/XX/XXXX to XX/XX/XXXX and XX/XX/XXXX to XX/XX/XXXX. XXXX reason is that I am part of the XXXX v XXXX case due to going to a fraudulent college ( XXXX XXXX XXXX XXXX XXXX ). As a result, any student loan related information/penalties pertaining to that college should not apply to me. This includes the in-school deferments shown on my Mohela and student aid accounts.
Also, the Master Promissory Note ( MPN ), contract, between myself and federal student aid was not abided by from federal student aid nor XXXX. The XXXX states that if the XXXX processes a deferment based on information received from my school, I will be notified of the deferment and will have the option of canceling the deferment and continuing to make payments on my loan. ( This was not offered to me. ) The XXXX received information from my previous schools about my status, but the XXXX failed to inform me unlike what was stated in the XXXX. Both XXXX XXXX XXXX XXXX XXXX and XXXX University provided information regarding my enrollment status, but the DirectLoanServicingCenter did not inform me of the option established in the MPN. Therefore, my time in in-school deferent for those periods should be waived as the XXXX nor federal student aid abided but the contract.
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| 09/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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Request Re-Consideration of Qualifying Payments for XXXX XXXX Military Service Issue : Not getting full credit for Prior XXXX XXXX Military Service for XXXX in accordance with Waiver.
I had 2 Direct Consolidations before XXXX for account history to credit time before then in accordance with waiver.
My XXXX XXXX XXXX XXXX started in XX/XX/XXXX ( uploaded to XXXX XX/XX/XXXX ) Requesting XXXX XXXX XXXX Military Qualifying Payments be Credited to Qualifying to my account from the Dates XX/XX/XXXX thru XX/XX/XXXX ( 22 Qualifying Months ) & XX/XX/XXXX thru XX/XX/XXXX ( 5 Qualifying Months ) Supporting Documentation is A. Retroactive ECF Form from my XXXX XXXX XXXX XXXX ( Review A & B together ) B. DD-214 Honorable Discharge Paperwork ( Review A & B together ) C. Snapshot from Student Aid website that shows my loans prior to XXXX that XXXX could not see to give those 27 months of credit.
D. Department of Education XXXX Fact Sheet ( Yellow Highlight shows XXXX XXXX will be Honored as Qualifying ) Desired Solution : Please review Supporting Documentation A, B, C to credit 27 additional qualifying payments for my XXXX XXXX XXXX time. Only Dept of Ed can see my Account History on Step C to show I had loans that pre-date XXXX to credit my XXXX XXXX Military Service.
Tracking Forgiveness should be no later then XX/XX/XXXX XXXX
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| 04/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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MOHELA ( the servicer I was transferred to when I applied for Public Service Loan Forgiven ) has given me conflicting information regarding a refund after my PSLF forgiveness. On XX/XX/XXXX, I was told my loans were forgiven and that I would be refunded all payments made from XXXX XX/XX/XXXX. It was explained to me ( on that date and previously ) that my discharge date ( or when I hit 120 payments ) was XX/XX/XXXX after the waiver ) which made sense as I consolidated in XXXX. When I called back around XX/XX/XXXX, I was told they did not see a refund for me in the system and I should wait until the end of the month. However, others that I know that were recently forgiven and received refunds had an increased balance that included the refund amount prior to their balances going to XXXX. That did not happen for me. I call MOHELA back on XX/XX/XXXX after speaking with FSA who told me that DOE issues refunds via the Treasury Dept. based on what MOHELA sends them. On XX/XX/XXXX, a MOHELA supervisor told me she did not understand why a request for refund was not submitted and she was sending one for me during our call and she would see what it would do, which did not sound anything was going to materialize from her efforts. In the last 2 months, I have receiving 4 different responses. I am following up on my refund. Thank you.
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA has caused significant difficulty during transition to repayment. I applied for XXXX XXXX XXXX, but selected that I did not want to go into forbearance because I wanted to continue to make payments towards my PSLF forgiveness. MOHELA put me into forbearance anyways.
I called several times but was on hold for over XXXX minutes each time. When I finally got through, I was able to have my account taken out of forbearance, but then was advised my XXXX payment would be noted as a late payment. Since I was in forbearance at the time, I asked for that payment to not be reflected as a missed/late payment because at the time there was no payment due. The representative stated there is nothing she can do. When I asked for a supervisor, she said she was going to put me on hold but then hung up on me. I had to call back and wait on hold for another XXXX minutes to get through.
I then spoke with a representative that said I would not have a past-due amount or any missed/late payments for the month of XXXX. However, now when I check the site, it says that I have a past-due amount from XXXX - when I was in forbearance.
MOHELA has not been helpful in getting my repayments back on track, logging them correctly, or having adequate support to be able to fix/address any problems that have been experienced during this process.
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| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I started the Public Service Loan Forgiveness ( PSLF ) process over a year ago and had a balance of {$5600.00} forgiven in XX/XX/XXXX, while the loan was with XXXX XXXX. My remaining balance was with XXXX and had to be transferred. After having seen no movement for several months after the fact, the PSLF application form was re-sent to Mohela in XX/XX/XXXX, which they closed as a duplicated request.
My loan again did not transfer. In XX/XX/XXXX, we called Mohela and they said the request to transfer the loan was submitted in XXXX. My loans were finally transferred and I was able to create an account with them, and now they are telling me I have to wait another 30-90 business days for my qualifying payments to be assessed, and who knows how much longer for the Department of Education to finally provide the approval to discharge the loans. I have approximately {$62000.00} remaining to be forgiven and I am looking to start my own practice.
This delay has hindered me significantly as I have patiently waited for the Department of Education and its servicers to do their jobs. Working as a XXXX XXXX XXXX XXXX XXXX through a pandemic was hard enough, and going through this process has been very demoralizing. To be honest, I'm considering legal action or going to the media to try to expedite the process of loan forgiveness.
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| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela did not notify me the required 21 days in advance of payments resuming in XXXX. I contacted them via email on XX/XX/XXXX to inquire about my payments resuming and to make sure that this delay was not going to affect XXXX counting toward my PSLF. I did not receive a reply until XX/XX/XXXX and it just said to call Mohela. I had received a letter too that gave my payment amount and estimated my SAVE plan start date to be XX/XX/XXXX but still payments were not resumed on the site even though I am enrolled in auto pay. There was an estimated 80 min wait time on the phone, I received a call back about an hour after I placed the call. The servicer stated that my payments werent resumed because I was in an administrative forbearance until XXXX ( 17 years from now! ). They could not tell me whether I was in a forbearance in which the months still counted toward PLSF. I requested that XXXX and XXXX be counted toward PLSF since Mohela is at fault for the delay and did not resume my payments in time. They replied that this is not possible since I didnt make payments for these months, but I was never notified of my payments resuming and in fact, Mohela never resumed them. My payment amount is also incorrect on the website, I received a letter stating my payment was {$590.00} and on the site my payment amount says {$610.00}.
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| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX after noticing that my payment amount doubled without notice I contacted MOHELA via their online messaging system. I asked them why my payment had jumped ; what income information were they using ; and had they accounted for my spouse 's loans and income. They did not reply until yesterday XX/XX/XXXX. Their reply is a canned response and makes no substantive answer to my question. It falsely states that I provided an IDR application and that information was used in their determination. I do not recall, and can find no proof of, any such application.
In addition, when I called their customer service line I was told by an agent that the only way to lower my payment was to submit a new IDR. I completed this application with him over the phone. I now believe that his claims were false. That I was not, in fact, required to submit a new IDR to return to the lower payments and that my SAVE plan payments should be calculated based on my last certified income. The IDR application which I was misled into making my increase my payments over what I should be required to pay.
MOHELA also has repeatedly sent documents to me via their messaging system weeks after the date on the document. For example, I received a letter confirming the new {$310.00} payment amount on XX/XX/XXXX, but the letter was dated XX/XX/XXXX.
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| 11/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XX/XX/XXXX denied for XXXX XXXX XXXX XXXX XXXX XXXX ) because I did not have the " right kind of loans '' Received a letter XXXX XXXX stating I should resubmit application because requirements changed XX/XX/XXXX sent in current application for XXXX and was also encouraged to consolidate with MOHELA Both application and consolidation was done and processed in XXXX Checked Mohela 's website at the end of XXXX. It showed XXXX of XXXX payments qualified but the others had not. No change in XXXX of beginning of XXXX. Then mid XXXX I received a letter from them stating I was not approved for the XXXX because of employment and payments. I applied for a reconsideration with them and resubmitted forms showing my employment and payments. They sent back an email stating my employer was a qualified employer and I should call to look into this. When calling you can not get in touch with anyone and lately it says the call volume is too high to be accepting calls and just hangs up.
I have taught in a low income parish and have had the same employer for over XXXX years and paid my XXXX plus payments to the same lender so I do not understand why it would say XXXX payment qualifies and the others do not especially after getting confirmation from the reconsideration committee that mine should go through and be approved for forgiveness.
|
| 11/30/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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Mohela applied payments I made to the principal of my loans to " future payments. '' Basically, they took money I specifically directed that they make towards the principal of my higher interest loans, and then applied that money to my scheduled payments. It was not applied to the principal on any loans. It reduced my payments for a limited amount of time.
For example, if my regular loan payment was {$600.00}, they took the {$2000.00} lump sum extra I paid and spread that over a couple years of payments, so I was paying {$500.00} a month for 20 months.
They spread it over enough time that when I was just looking at my monthly payments, it looked like I had paid down the principle, so the monthly payment had come down.
Before making the lump sum payments, I specifically called their customer service representatives and made sure I was following the proper procedures. I indicated the particular loan I was paying towards in the memo field of the check.
Further, I can pay them monthly through their auto debit system, but to make payments on the principal, I have to mail a check. I have to rely on them looking at the memo section and applying my payment correctly.
When I discovered this error and got on the customer service line to correct it, they said there was nothing they could do. I even talked to a manager.
|
| 11/02/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I mailed in my Public Service Loan Forgiveness forms at the beginning of XXXX. However, when I try to see my status on MOHELA 's website, it says my account does not exist. I try to create a new account and it says that they do not have anything in the system. Yesterday, XX/XX/XXXX, I tried to call MOHELA 's customer service to speak with a representative about it, especially since the deadline for submitting paperwork was on Monday, XX/XX/XXXX. I was on hold for two hours before I spoke with a single person. She mentioned to me that she was new. I told her my information only for her to tell me that she did not have it in the system ( which I already knew via the website ) and that she who was going to transfer me to another department to see about my paperwork. After waiting for 6 hours to speak to someone, I finally decided to give up. I have read stories about MOHELA not having enough agents to work. While I understand that, I do not believe that it is fair for those who are trying to simply talk with someone about their account. It should not be this difficult for us to talk to someone. I know that I am not the only one with this frustration, especially when there is a deadline in the midst. I understand how many of us are trying to get the loan forgiveness, but this is simply ridiculous. Something must be done.
|
| 09/25/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I am a XXXX XXXX XXXX, a XXXX, and trying to move forward with the PSLF ( Public Service Loan Forgiveness program ). My loan has been bounced around from one loan holder to the next since I graduated in XX/XX/XXXX. While I have been on the required income contingent repayment plan and have not missed a payment since graduation, neither my current loan holder MOHELA, nor the Federal Student Aid Student Loan Support Center ( nor the US Department of Education ) have a record of the total number of months of my repayment. Because a new company ( MOHELA ) currently holds my loan, past companies who have held my loan no longer carry record of my months of repayment either. Due to lack of transparency in the sale of my loan from one company to the next, there is no way for me to verify my months of repayment for the Public Service Loan Forgiveness program -- this means that I may be paying unnecessary and excess interest on my loans for having tried to participate in the PSLF program since graduation in XX/XX/XXXX.
I have contacted MOHELA several times looking for records. The last date ( and only one I have clearly documented ) is XX/XX/XXXX.
I have contacted the Federal Student Aid Student Loan Support Center : the last date is XX/XX/XXXX.
I have contacted the US Department of Education : the last date is XX/XX/XXXX.
|
| 11/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have been trying to contact Mohela for months to ask a question about my PSLF. They never pick up the phone. I have waited on hold for numerous hours on several different dates and nobody picks up. For example, the last time I called, it said it was a 38 minute wait. I waited for 2 hours and they never picked up. This has happened each time I call. You can't get through to them. I sent them a message through my online account on XX/XX/22. On XX/XX/22 ( 3 weeks later ) I got a canned response essentially stating sorry for the delay. Call us at the same number you have been calling and that we don't pick up. This is unacceptable. In addition, I have reached out via XXXXXXXX XXXX and still no response to that either. It is UNACCEPTABLE that they do not answer phones. They do not respond to a direct question sent through my account messages which is one way that we are supposed to reach out to them. MOHELA is completely non-responsive. I also know this is happening to many others.
I should have 120 qualifying payments but they have not updated their system. I do not know if i need to submit any other paperwork or employment certification to them ... ..and they will not answer my question because they don't answer their phone and don't respond to written requests or questions through the account either. Please help!
|
| 11/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I had a transfer of loan servicer to Mohela when my previous XXXX XXXX was transferred to other companies. My employer pays my loan payment for me. When they switched they requested a XXXX from Mohela. I called in XXXX, the service representative did not know what I was talking about and instructed me to wait for something in the mail. I called again in XXXX. Same response. I then argued with the accounting department at my employer to verify that what they were saying was correct. I sent an email message on XX/XX/2022 regarding the same. I still have not received a response. I then called again on XX/XX/2022 and received different information that I was to upload a form. I uploaded the formed on that same day and the representative I spoke to verified that she could see it and that it would be handled within XXXX business days. I have just received a message that there is a delay in responding to my form. I have taken a half-day off of work to wait on hold now twice and I have now missed out on {$6600.00} of loan repayment from my employer in the last 4 months due to delays in this form by either misinformation or delays coming directly from Mohela employees . I would like to file an official complaint with Mohela, and the CFPB. I would like consideration for transfer to another loan servicer if at all possible.
|
| 03/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have reached out several times to Mohela regarding the status of my student loans. I inquired about receiving a refund for what I paid during the COVID 19 Pandemic and have not received a straight answer. My loans were originally with XXXX and recently transferred to Mohela. My first contact with Mohela was through their messaging portal on their website on XX/XX/XXXX, XX/XX/XXXX, and XXXX. I received a generic FAQ and not an answer to my question on XX/XX/XXXX. As a result I filed two claims with the XXXX XXXX XXXX that were closed because the company made promises to contact me. I finally received a letter in the mail in XX/XX/XXXX that stated my request was received and that I would receive a check from the US Treasury. I sent a message to Mohela on XX/XX/XXXX and was told that the US Treasury would send the refund within 60 days of receiving the letter. On XX/XX/XXXX I sent another message after not receiving a refund and was told that they could not verify a maximum time to receive the refund on behalf of the US Treasury. I chatted with a Mohela representative XX/XX/XXXX and was told that I had not received a refund because Mohela was working with my previous servicer ( XXXX ) to obtain my payment history. I would like a straight answer at this point as I have waited over 5 months since my initial request.
|
| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I chose to pay off the total amount of my loan. The website said to call the companies number to pay off and to request a pay off letter. I tried calling several days for several hours at a time. I could not reach anyone and my interest was increasing every day. So I paid my loan online, according to the amount listed on the companies website and the federal loan website. As my loan was processing, interest was continuing to increase. I called and finally reached someone after 3 hour wait time. The person on the phone told me that any additional interest would be removed after my payment finished processing. After my payment went through, it still showed a balance of interest. This meant my loan was not yet paid off and I wouldn't receive a " paid in full '' letter. I tried to contact the phone number three days in a row but was on hold until the company closed for the day. I finally chose to pay off the interest so that my account could be " paid in full '' and not have any outstanding balance. The company mishandled my payment, as it showed the amount due as being under " principle '' of the Student Loan Gov website but under " interest '' on the company website. I believe I accrued interest that should not have been charged by company and I was forced to pay additional funds because of lack of communication.
|
| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My grievance is with the loan servicer Mohela. I should be at XXXX payments of my loans this month ( XX/XX/2023 ), however I was placed in a random forced forbearance in beginning of XXXX. I waited on hold for XXXX XXXX hours to get the forbearance lifted. I was told that my XXXX payment ( already paid ) would retroactively count towards XXXX despite their mess up. XXXX forbearance was lifted. XXXX weeks after that I got a email stating that I missed my XXXX payment. I signed back in to find that Im again in forbearance until XX/XX/. My XXXX count still shows only XXXX out of XXXX, but now also shows XXXX ineligible payment ( my XXXX payment ). I did not receive any letter, stating that interest does not accrue during this current forbearance, or that it will count towards XXXX. I actually got a letter stating that interest will continue to accrue during this time of forbearance, not mentioning anything about XXXX. It is almost impossible to get anyone who can actually help on the phone for XXXX reasons ; XXXX. It takes hours of holding to actually get anyone on the phone, and XXXX. Once they answer they are generally training so do not know how to help you. This is too time consuming for someone with a full time job. Irritatingly, different people you talk to give you different answers for the same question.
|
| 11/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My new loan servicer ( Mohela ) is showing a balance due on 2 loans that were paid off to the prior loan servicer ( XXXX ). I have written to Mohela twice ( XX/XX/XXXX and XX/XX/XXXX ) and provided documentation of payments which were made toward these loans. I requested a complete list of how all payments made were applied, including payments which were made while the loan was still being serviced by FedLoan Servicing. Mohela has not provided a substantive response to this request. Despite contacting them as soon as they took over my loans and then again a year later, and providing documentation of the payments that were made toward these loans, they have failed to rectify this problem and they still show that I have a balance due on these 2 loans. It is not clear what XXXX did with the payments I made toward these 2 loans. These payments were made manually, separate and apart from the auto payments being made toward my consolidated loans. Additionally, I designated how each of these manual payments was to be applied toward these 2 loans and at the time, XXXX showed these 2 loans as having been paid in full. Unfortunately, I can not access my XXXX account information and it is not clear why the information transmitted to Mohela was incorrect. Nonetheless, Mohela has wholly failed to respond to this situation.
|
| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I contact MOHELA twice in mid XXXX first to move to an income driven repayment program as my current program payment was too high. I requested the paye program first, but when I called the second time I was told the repaye program ( that would become the save program ) would be a better option for me so I requested to be put on that program. I verified with the rep they would disregard the first application and take the repays application first. They updated my repayment programe to the paye program. I thought that was just a mistake and it would change to the repaye program. When it didn't change, I contact them again at end of XXXX inquiring about the change. They said to keep waiting and they would escalate it and it should process the change in 5 to 7 business day. On the XXXX business day it still had not changed, so I called again. The rep told me they had caught their mistake and put my account in forbearance for me so I wouldn't have to make the payment under the paye program in XXXX. They told me there was nothing else they could do besides keep waiting another 5 to 7 business days. On the 8th day I called again due to no change and they said to wait another 5 to 7 business days. It has now been 10 business days and there hasn't been a change or anyone reaching out to me. I am calling again on Monday.
|
| 07/22/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
This is a follow-up to my complaint XXXX which for some reason keeps getting referred to the OCC despite not being a national bank.
In XXXX, I worked with MOHELA via XXXX in hopes to consolidate and refinance loans allegedly taken out through XXXX XXXX for my time at XXXX XXXX XXXX XXXX.
In XXXX, I started a XXXX XXXX case with Federal Student Aid against XXXX XXXX XXXX for misleading information and malpractice - as such, I attempted to internally gather records of the original student loans by XXXX XXXX and the consolidated, refinanced loan through MOHELA.
As it turns out, MOHELA claims that the total amount paid to XXXX XXXX was {$41000.00}, while the XXXX XXXX account in my name only has record of {$10000.00}, now marked Paid In Full - neither company has been able to produce a receipt of this transaction paid to the other, or a proper validation of debt with a written signature on the initial loan.
I have since paid MOHELA well over the initial amount of {$10000.00}, and have never borrowed money directly from MOHELA- just an alleged refinancing of money owed to XXXX XXXX, which also does not have record of my signature on any student loans.
I have attempted to contact MOHELA multiple times via written letters, fax and calls since XX/XX/XXXX with no attempts to resolve this dispute on their end.
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
In XXXX, I consolidated my FFEL loans into a direct loan so that they would qualify for the PLSF waiver. After consolidation took place, I submitted an application for PSLF in XX/XX/XXXX. My employment has been certified beginning XX/XX/XXXX. When I got my payment counts back, I was missing all payments prior to XX/XX/XXXX. These payments are not marked ineligible, they just do not appear at all on my record. I contacted Mohela regarding this issue on multiple occasions. At first, I was told that the Department of Education would update my payment count and that I should be patient. I submitted to Mohela evidence of the payments that I received from my FFEL servicer. My payments go back to XXXX. After multiple follow up calls, I was escalated to a supervisor who agreed that a case needed to be opened with the Department of Education to get them to review the missing payments, this was in XX/XX/XXXX. I continued to follow up with Mohela, but they were unable to provide an update. In XX/XX/XXXX, I submitted a request for feedback with the Department of Education. They responded in XX/XX/XXXX that a review would be done. However, there has still been no movement on my account. I will submit my payment history with this complaint, which shows that I have made well over the 120 payments required for forgiveness.
|
| 01/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
The servicer is denying my XXXX XXXX XXXX XXXX XXXX stating that I do not work for a qualifying organization whereas XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and my employer correctly completed and signed my application.
On XX/XX/2022 MOHELA sent me a letter stating : " MISSING INFORMATION *- HAVE YOUR EMPLOYER CONTACT US XXXX You or your employer did not answer questions 9-12 in Section 3 confirming your organization type. The authorized official at your employer should contact us within 60 days of the date of this letter to provide us with this information so we can process your request. If you want us to consider your request after the 60 days, complete and submit a new PSLF Form and make sure to complete all of the required fields.
For more information regarding qualifying public service organizations, review the Eligibility Criteria section of this letter. '' The XXXX application from was completed correctly and clearly states that : " 9.
Is your employer a governmental organization?
A governmental organization is a Federal, State, local, or Tribal government organization, agency, or entity, a public child or family service agency, a Tribal college or university, or the XXXX XXXX XXXX XXXX. Federal service includes military service.
X Yes - Skip to Section 4. ''
|
| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have 5 student loans ; all have been in forbearance. Dates issued : XX/XX/XXXX : {$10000.00} XX/XX/XXXX : {$10000.00} XX/XX/XXXX : {$10000.00} XX/XX/XXXX : {$10000.00} XX/XX/XXXX : {$2000.00} My loans have been transferred numerous times, starting with XXXX, XXXX, and now Mohela. Mohela has been very difficult to work with : On XX/XX/XXXX, during my 2nd call to review repayment options, the agent called me " WHITE TRASH '' and proceeded to tell me " I had to pay off my student loans, you are not getting a free ride on my watch ''. I had to call in a second time, because during my first call, I realized the payment plan was recalculated with a payoff date of XX/XX/XXXX- yet all the loans have been in forbearance. My loan terms are 25 years, per the Federal Student Aid website, and payoff amounts should be calculated over 10 years. They are insisting my loans are now 7 years.
On XX/XX/XXXX, I submitted an application to the StudentAid.gov, because Mohela has refused to move my loan into the best program as advertised by the government. In speaking with an agent on XX/XX/XXXX, I was told Mohela was overwhelmed with applications, there computer system had been continually crashing, and the agent would " ... help me with my application, as soon as they helped the hundreds of other borrowers ahead of me ''.
|
| 09/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
Mohela Dept of ED XX/XX/XXXX, {$2200.00} Mohela Dept of ED XX/XX/XXXX, {$2100.00} Mohela Dept of ED XX/XX/XXXX, {$5600.00} Mohela Dept of ED XX/XX/XXXX, {$3500.00} Mohela Dept of ED XX/XX/XXXX, {$2300.00} Mohela Dept of ED XX/XX/XXXX, {$4500.00} 15 U.S. Code $ 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. It has been well over 30 days and you are in VIOLATION of this law because I am the victim of identity theft. Please delete these items IMMEDIATELY.
These accounts should not be furnished on my consumer report as they are in VIOLATION. Under, 15 U.S. Code 1681b- Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a consumer I am demanding the deletion of the accounts listed IMMEDIATELY!
|
| 08/05/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
|
|
I am a victim of predatory lending by XXXX XXXX XXXX currently oweing {$40000.00} in student loan debt. I informed the U.S. Department of LaborXXXX XXXX XXXX defense form case # XXXX regarding this and nothing was done to resolve the matter. XXXX XXXX XXXX did not properly educate me. Often times the class was lead by instructors who themselves did not hold degrees and knew little knowledge of how to instruct a classroom. XXXX XXXX XXXX never explained the loan process, how and what my loans would be applied to. XXXX XXXX XXXX capitalized and took advantage of me knowing that I wanted to be properly educated and earn the quoted salary of {$90000.00} that each of the teachers kept stating that I would earn after completing my two year degree in XXXX XXXXXXXX XXXX. XXXX XXXX XXXX also stated that they would have an internship for me upon graduation but that never happened. The teachers also said they had connections with the local banks partially XXXX XXXX and they would be able to place students upon completion of the degree. All this was a factor in me deciding to attend XXXX XXXX XXXX. I am just now complaining because I did not realize I could back then. I attended school at XXXX XXXX XXXX from XXXX XXXX XXXX. Predatory lending imposes unfair, fraudulent, deceptive, or abusive loan terms on a borrower.
|
| 03/23/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
1. Mohela is not following the agreement I signed upon gaining my student loans since inception ... The INTEREST ACCRUAL since Mohela took over the loan is incorrect. It was only supposed to accrue interest until it hit the 10 % mark as per my signed agreement, ( which occurred right before Mohela took over from XXXX ) The interest capitalized on my account is now is WAY over. It should have never gone over XXXX and is now {$210000.00}.
2. MOHELA appears to have been improperly tracking and applying your student loan payments- the corrections made have not corrected the balance. As an example, I was charged an extra charge in 2012 for a leap year day that did not exist since they compound interest daily and charged me 366 days at the 365 day rate. I overpaid by roughly {$20.00}, which is then continuously compounded through the life of the loan. More importantly, this continues to show that they are not tracking the loan.
3. I would like to know the status of my forgiveness date and how many eligible payments I have made to qualify me for the XXXX program as well as full paperwork on the exact terms of this forgiveness program.
4. Is there anyway I can move to working with another program as I do not trust Mohela nor do I believe they are doing a correct/efficient job for the Government nor myself.
|
| 04/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
During the Covid 19 pandemic, I paid my student loans, thinking that I was doing the right thing and mature thing in order to pay them down. I later learned about the public service loan forgiveness program, and the waiver that they had, and in order to get my counts to where I needed it to be I needed to consolidate my loan, so I went ahead and consolidated my loan as I was told to do. In the process I was at no time informed that after consolidating, I would not be able to get my COVID-19 payments back. On the website it specifically states that if you pay during COVID-19 you can request the money back it does not say anywhere that you can not get the payments once consolidated unless you look specifically under the Biden plan which has nothing to do with what I am discussing. There is also nothing under the consolidation portion, indicating that if you consolidate, you are not going to be able to get the COVID-19 payments back. At no point during the process did anyone tell me or warn me that this was going to occur. I am now losing out on thousands of dollars that I paid that I should be able to get back all because I consolidated my loan. Had I not consolidated I wouldve been able to get the money back. There is no difference in the consolidation or non-consolidation as far as me getting the money.
|
| 01/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I called XX/XX/XXXX to refund the payments I made with my student loan with my loan servicer MOHELA and the refund amount that was requested was {$21000.00}. The MOHELA representative said it would take XXXX days for it to reflect on my bank account.
I called again XX/XX/XXXX with MOHELA to follow up as I have not received the amount of refund I requested for after waiting. The representative then says they are backed up and it can take another XXXX more days as the previous representative did not process my request.
I called again XX/XX/XXXX with MOHELA to follow up and they said I should be receiving it soon and even waited XXXX additional hours to speak to manager for her to leave a note on my request as I told her I had other payments that needed to be paid before the new year and she said it should be coming in sometime this week.
I called again XX/XX/XXXX with MOHELA to follow up and they said that the Department of Treasury is still processing my request. I have become upset and told them that my personal payments are overdue and now interests have accrued that I should have not owed as MOHELA did not handle my request properly and continues to tell me the same thing over and over and wait after I have been waiting for longer than the time period I was told that the money was going to come.
|
| 12/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American |
|
I had long term loan w XXXX paying for over 15 years on time. With new XXXX terms I was strongly encouraged to file for XXXX relief. I was told I must consolidate my FFLEP loans and transfer to MOHELA. XXXX Mohela account number is XXXX. ** I called XXXX to discuss and MOHELA before applying in late XXXX. In XXXX loan data it showed payments back to XXXX. My payments thru Navient were under {$300.00} until I was told to consolidate by XXXX along with PSLF app. I contacted Mohela and was advised to send XXXX app at same time as consolidation app which I did in XXXX. But once submitted ALL records of my past payments are missing in XXXX and not credited by Mohela towards forgiveness! My new interest is good but starting in XXXX my payments will be {$700.00}! My work history appears to have qualified ( as it should ) but NO CREDIT towards forgiveness for all those years. They have this posted on website as my PSLF status.
Received Date Status Description XX/XX/XXXX Processed A notice has been sent. Please allow 7-10 business days for the notice to be received. I called Mohela and they reported previous payments will be posted once confirmed. Confirmed by whom? No record yet and my credit report reflects total debt the same w payments due next month. This makes me worse off than I was. Please investigate.
|
| 09/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I was transferred to Mohela... they asked me to set up a new account so I attempted and got an error message. On the error message page it says " contact us '' with this reference ID. When you click to contact them and go through the hoops .... they will not let you contact them via web without logging in, which I can not do in the first place, that is the error. So I call the number... the number after waiting 10 minutes to hear the spheel about how you can access all these things online I finally get the option to choose a number to get help. They say it's a 71 minute wait. But! I can get a call back, so I choose that option. Before I can say " yes '' to confirm my phone number the auto voice immediately says " im sorry I didn't catch that '' and puts me into the que without any other chances to get a callback. It feels like they are intentionally limiting their contact options and putting folks through an outrageously long wait time in hopes that they will just give up and not have to be contacted. It's really not accessible to have that broken feedback loop on the website in terms of contacting.
I also went to get feedback on studentloan.gov and the feedback page for that site is also down .... it just seems so suspicious to me that there is no way to flag these very apparent contact issues.
|
| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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I graduated from my XXXX program back in XX/XX/XXXX and was preparing to pay back my loans via XXXX. All of my loans transferred over to Mohela as I applied for the PSLF program. Prior to XX/XX/XXXX, my loans still had not transferred. On this date, I got an email from Mohela, which also showed up on my Mohela account, that my repayment of {$210.00} is due on XX/XX/XXXX. They provided a 3 day notice for my first payment toward my loans. Furthermore, my application for the SAVE program was not looked at, I applied for this back in XXXX. So now, my loans were under 4 different repayment programs, as per the Mohela rep I spoke with on XX/XX/XXXX. I then had to reapply for the SAVE repayment program, despite already applying in XXXX, and somehow that application was not processed.
It appears that loan servicers are required by law to provide at least 21 day notice for loan repayment. I received only 3 days. I did make the payment on XX/XX/XXXX, which was on time, though when I spoke to a rep on XX/XX/XXXX, she stated my account was in delinquent status because my payment was not yet processed, despite me having confirmation via email and on my Mohela account that I made the payment by the due date.
See attached documents for proof of receipt, billing date was XX/XX/XXXX, and due date XX/XX/XXXX.
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| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela is adding interest to my balance that should be waived every month per the SAVE repayment plan AND they are reporting a incorrect balance to my credit report. I am on the SAVE repayment plan. I paid my XXXX payment on time. Prior to the end of the COVID forbearance my total balance was {$250000.00} after I paid my payment due for XX/XX/XXXX, interest was added to my balance and my balance increased to {$250000.00}. Per the SAVE plan interest should NOT be added to my balance. I requested that Mohela remove the interest that was added to my balance in XXXX and reply to me explaining why this mistake happened and when they will correct it and they did not correct it. Per the Studentaid.gov website the SAVE Plan eliminates 100 % of remaining monthly interest for both subsidized and unsubsidized loans after you make a scheduled payment. This means that if you make your monthly payment, your loan balance wont grow due to unpaid interest that accrued since your last payment. Mohela is not complying with the repayment plan requirements. I have attached proof of my balance prior to the end of the Covid payment pause, proof that I paid the XX/XX/XXXX payment in full on XX/XX/XXXX on the SAVE repayment plan and proof that Mohela reports a increased balance of {$250000.00} after the payment was made.
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| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I was forced to switch to MOHELA because I am a high school teacher seeking PSLF. With repayments starting again, I filed as a new client with MOHELA for the new SAVE repayment plan. I had used MOHELA 's repayment calculator providing all information on adjusted gross income and my new wife 's financials. It was estimated I would have monthly payments of {$300.00}. My first bill due this XXXX amounts to {$890.00}. I called and waited on hold for 2.5 hours before a representative filed a new IDR request for SAVE. XXXX, the representative, stated that my estimated repayment on SAVE would be {$300.00}.
Now the request is in process for review. There is no guarantee the SAVE payment will be {$300.00}, so I must pay {$890.00} unless I take a forbearance. Taking a forbearance would then make me miss a count on PSLF.
More so, with a AGI of {$69000.00}, how can my payments total {$890.00} considering they are capped maximum of 10 % discretionary?
It seems I filed for SAVE like I should, MOHELA says I owe {$890.00}, I re-file for {$300.00} if and only if they accept that as my SAVE monthly payment. This process is abhorrentXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I am getting gutted for the payment amount. It does not align with anything the new SAVE program details.
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| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
Servicemember |
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In XXXX, I paid my student loans in full through XXXX XXXX using Public Service Loan Forgiveness. I taught in Title I public schools for five years to be eligible. I have e-mails to that effect. XXXX XXXX no longer exists.
Early this year ( XXXX ), I began receiving communications from MOHELA that my loan payments would soon resume. I attempted to contact them several times to inform them of their error, with no response.
XX/XX/XXXX, I received a bill for {$57.00}, against a total amount of {$1600.00}. I again attempted to contact the company, and they were unable to locate any information regarding my debt.
I reported their actions to the XXXX XXXX XXXX and took steps to contact a lawyer to defend myself from their fraudulent claims.
Today, XX/XX/XXXX, I received another bill from them for {$57.00} and the " past due '' amount ( {$110.00} total. ) I also received notice from the XXXX XXXX XXXX that they claim to have contacted me about the matter and I am still not content with the resolution.
They never contacted me, unless they consider a fraudulent bill an attempt to resolve the issue.
If the company makes no attempt to contact me in earnest and I am unable to retain a lawyer in my area to handle the matter, my next steps will be to contact my state Attorney General and Senators.
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| 09/06/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I set up auto-debit for payment on my bifurcated student loans in XXXX 2017. When I checked back on my statements from the last two months, I saw that while the combined monthly minimum total from both loans of {$380.00} was still the amount I was charged, the allocation between the two loans was skewed to favor the lower interest loan.
Under normal circumstances I am required to pay a monthly minimum of {$230.00} towards my 5.590 % fixed rate loan ( " Loan 1 '' ) and {$140.00} towards my 5.960 % fixed rate loan ( " Loan 2 '' ) for a combined total of {$380.00}.
I am paid ahead approximately one year on Loan 2. Over the last two months, the allocation has put approximately {$50.00} of the allocation from Loan 2 into Loan 1 instead, i.e., MOHELA has been allocating ~ {$280.00} of my monthly minimum to Loan 1 and only ~ {$99.00} to Loan 2, eroding my paid-ahead status on Loan 2 and attempting to collect longer on the higher interest loan.
I have called the company and they have promised to change my accounts, but my concern is that there are many people out there who would n't know to check the difference, or maybe they did n't borrow the money to get an accounting degree. In either case, I think it merits a look because I 'm sure there are others who have been impacted by similar practices.
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| 12/07/2016 |
Yes |
- Student loan
- Federal student loan servicing
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- Can't repay my loan
- Can't get flexible payment options
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Web |
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I want a payment I can actually afford. I have had my loan for years and been on the income driven repayment plans. Every year the payment goes up to an amount that is difficult to afford. I have had to resort to taking XXXX loans and even cashing in some of my XXXX with the XXXX % penalty to afford the payments. There are now new plans that base repayment on 10 % of income but I am being told that I do not qualify as I am not a new lender although the site that estimates payments show me that I do and shows a payment I can afford. I have repeatedly sent the servicer notes and the never take the time to review the questions and provide a full response. At no point, even after asking, have they indicated they have a true loss mitigation program that would lead to lower interest rates and truly look at debt to income and the actual expenses a borrower has to determine their ability to repay. I do n't understand why student loan servicers are not held to the same standards as mortgage servicers. The payments are so significant that making them could impact the ability to pay a mortgage payment and thus will have the same potential impact of costing someone their home. This servicer and all other student loan servicers need to be forced to develop true loss mitigation and loan modification programs.
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| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I am writing to express my deep dissatisfaction and frustration with the handling of my Public Service Loan Forgiveness ( PSLF ) application and loan consolidation process.
On XX/XX/, I submitted my application for PSLF with the understanding that my loans would be consolidated and transferred to MOHELA, as indicated in your communication. Regrettably, the promises made have not been fulfilled. Despite multiple requests for the transfer, my loans remained with the original servicer.
Furthermore, it has come to my attention that my servicer failed to correctly account for all my payment credits that should have been included while my loans were in forbearance. This oversight significantly impacts my eligibility for loan forgiveness. Additionally, the COVID forbearance payments, which should have been counted, were not properly applied to my account. These payments, when correctly accounted for, would bring my total payment credits well above the required threshold of XXXX payments for loan forgiveness.
I believe that my PSLF application and loan consolidation process have not been handled with the due diligence and care they deserve. The failure to correctly consolidate my loans and properly account for payment credits has put my financial future and my pursuit of loan forgiveness at risk.
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| 10/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
Servicemember |
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I repeatedly requested XXXX ( former servicer ) to remove me from XXXX deferment on my loans. One loan ( XXXX XXXX XXXX dated XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX for {$1900.00} ) was in deferment from XX/XX/XXXX until XX/XX/XXXX. I called XXXX on multiple occasions to inquire about getting started on repaying my loans on one of the XXXX plans so that I could start making progress toward PSLF. Their agents advised me that it was possible. They sent me a form. I filled this form out twice. I was employed by a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). All the while, I was under the impression that my payment was {$0.00} due to the XXXX. I am now seeing that XXXX never honored my requests. I did what they asked me to do, but they did not do what they promised me they would do. I am harmed because, under the new provisions set forth by the XXXX XXXX XXXX I would be eligible for relief if XXXX had done its part. I did my part as the borrower. I paid on time and sent them the documentation they asked for.
A complaint was submitted to the U.S. Dept. of Education on XX/XX/XXXX.
MOHELA replied that they only had proof from XX/XX/XXXX, when I XXXX with my second XXXX XXXX. However, I asked XXXX to take me out of XXXX XXXX ( see attached ) when I XXXX with my first XXXX XXXX in XXXX.
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| 09/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I called Mohela about my parent plus loans to see about loan forgiveness status put on hold sent to representative XXXX asked if my loan had to be consolidated to qualify. She said yes and asked some questions told me it would cost {$790.00} to do this. Said I needed 2 weeks paystubs and XXXX form. Had me go to my FSAide acct change my password so they could do the paperwork. I faxed forms they asked and have heard nothing. I tried to call the number see gave me if I had questions. It is no longer in service. I called Mohela today when I got a letter stating they were carrier of loans and need to start repaying XX/XX/23. I'm think why is it showing 3 loans and no consolidation. Representative said we don't charge and have no record of you being transferred. I said I was and what transpired. She told me to call XXXX to see if they had can acct for me to see if legit or scam. They said can see they are processing consolidations buy not my server and couldn't help me about the fee charged. I was told should not of been charged. My bank statement says XXXX XXXX {$790.00}. I am going to call then tomorrow about who took money if they have address or number. I was told to report here and change my fsaid password. I still need to call student.gov to report this also. I can't afford to lose {$790.00}.
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| 05/22/2017 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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|
Web |
Servicemember |
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My loan was transferred from Mohela to XXXX XXXX XXXX . I always question why at Mohela my principal would never go down even when I paid upto {$100.00} more? Then when it was transferred I had the same problem with XXXX . I made several inquires but was told that interest was satisfied first they would go around and around about I have a 25 year loan and I must pay fro 25 years. I told them that this was a simple interest loan and why was the overage in my payments going to principal? They told me they just pay ahead interest because it is a 25 year loan. They do this to all student loans. This is not right as all student loans are simple interest as with mine as they must follow certain guidelines set forth by the Department of education. As with my loan it states I can pay as much as I want over the minimum payment and this will reduce the length of my loan as overage of my minimum payment will go to principal including no pre-payment penalty I believe this practice is on going with in both Mohela and XXXX XXXX XXXX in fact I believe they train their customer service agents to convince all borrowers that all we can do is pay ahead interest. If 100,000 's of student are experiencing what I have these is so dishonest that student will never get ahead and be able to pay off debt.
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| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In applying for an income driven repayment plan only a small number of my loans were put on the SAVE plan. I was not informed that my other loans were not included on the income driven payment plan. When I got a surprise bill and called to inquire, I was told some of my loans were not included because they were in a grace period when I applied for this income driven repayment plan. I was told I had to apply with LESS THAN 30 days remaining in my grace period for these loans to be considered for the income driven repayment plan. This is contrary to what studentaid.gov states. Student aid.gov states borrowers should apply at least two months in advance of their grace period ending to allow processing of their application. Studentaid.gov also states if the borrower applies too early, the student loan servicer must inform the borrower that they need to approve reapply closer to the end of the grace period. MOHELA did not do this.
To rectify this MOHELA had to submit a new application for these outstanding loans, and in the meantime, will put my account on forbearance. This will not prevent interest from accruing, and had the loans been placed on the income driven repayment plan under the save plan I would have zero payment, and the outstanding interest would be covered per the SAVE plan policy.
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| 09/14/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American |
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I notified on XX/XX/XXXX that my Federal Student Loans were forgiven as of XX/XX/XXXX. I received a letter from MOHLEA that the Biden- Harris Administration forgave my loans, contacted the credit bureaus before the end of XXXX XXXX
I reached out to XXXX and XXXX. XXXX was corrected. XXXX has corrected, XXXX is still working on it. I sent letter yesterday with all documentation that should arrive on XXXX XXXXXX/XX/XXXX. Just got my updated 3 bureau scores and my Student loan is still affecting my credit scores. Even though it was forgiven as of XX/XX/XXXX.
I inquired to credit bureaus as to how my credit scores were higher with a balance of {$350000.00} on XX/XX/XXXX. My present scores are lower and my debt is now only {$5800.00}.
My credit report reads : Excellent on all aspects. Except - The remaining balance on your mortgage or non-mortgage installment loans is relatively high. 51 % listed by XXXX.
The Biden-Harris Administration gave credit to the loan and forgiveness date was 18 months ago on XX/XX/XXXX.
Credit Bureaus tell consumers we are using to much credit or not using enough. I use my cards and pay them off in full when the bill is due. Why is it held against me?
Why if my loan is forgiven, is it still showing payments on my credit report up to and including XX/XX/XXXX?
|
| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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I was recently switched from XXXX serving to Mohela for my student loan serving department. Since this transition Ive had issues with getting my employment verified to complete my PSLF employment certification. I have submitted documents on multiple occasion and the documents tend to be mark as duplicates without reviewal even when they are new forms. All of the forms submitted have all my employment history to certify my payments but they are not being reviewed, therefore, I still have payments that state they require " employment certification ''. Which is incorrect because all the documentation needed has been submitted. I have contact the company on multiple occasion and they state the payment tracker is " behind '', however this is the same incident that occurred when I had to resubmit my paperwork and wait an addition 60 days for it to be review again. My forms were submitted in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and they all were marked duplicated without a thorough review. This situation is putting a hold on my PSLF employment requirement certification and therefore putting a hold on my forgiveness application. Additionally I submitted a request in XX/XX/XXXX and again in XX/XX/XXXX to have a payment refunded to me that was made in XXXX of XXXX that has still not been processed.
|
| 10/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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When the new XXXX plans rolled out, I thought my payments would be automatically recalculated according to the new rules, which would have resulted in a lower monthly payment for me. I was previously on the XXXX plan, which had calculated my monthly payment to be {$310.00}. After my plan was rolled into the XXXX plan, my monthly payment stayed the same but I was placed into forbearance. I submitted a new IDR on XX/XX/XXXX in the hopes that it would update my payment amount. Forbearance will be done on XX/XX/XXXX, which is when my next payment is scheduled to be auto-charged. MOHELA has still yet to update my payment amount and if they dont, I will be left paying more than I should be. I have tried calling but due to my work schedule, I can not be on hold for hours and hours at a time.
Further, I had a name change due to being married so I submitted the documents to get my account name changed. I submitted on XX/XX/XXXX then again on XX/XX/XXXX. The name discrepancy due to this name change not being processed has me worried that my IDR recertification will not be processed.
Its not right that they processed my auto debit paperwork BEFORE processing my IDR recertification, especially with no word or update on the status of the recertification. Overall, it seems like a suspicious practice.
|
| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello, I have XXXX in student loans held at Mohela. I have worked more than 10 years at a PSLF qualifying non-profit making payments so I qualify for PSLF. On XXXXXX/XX/2022 I submitted a final employment verification that would put me over the 120 required payment mark. It is still processing today XXXX.
My non-profit employer has announced that my job along with >1000 others will be transferred to a for-profit company at the end of XXXX.
On the phone today with Mohela I was told on my first call that it wouldn't be a problem. My employer asked me to call again and verify and get it in writing so I called back. With another representative I was told the opposite that there is fine print stating I need to be working for the non-profit AT THE TIME of loan discharge even if I surpassed the 10 year requirement. I was also informed that even though my application has been pending for 2 full months it is well below 90 business days and once approved there would be ANOTHER 90 business days to adjust my qualifying payment counts and then ANOTHER 90 business days to get the loans discharged. 3 Rounds of 90 business days to process is more than a year 's worth of business days so it could take over 11 years working for a non-profit to get loans discharged which was not the intent of the program.
|
| 06/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I contacted Mohela on XX/XX/XXXX via email to request reimbursement of payments I made during COVID. I made XXXX payments : XX/XX/XXXX paid {$1000.00}, XX/XX/XXXX paid {$6500.00}, and XX/XX/XXXX paid {$7500.00}. I did not receive any response to this email. I also mailed a letter to follow up and never received a response. I began calling in XXXX of XXXX. Initially I was told they would reopen my loan ( it had been discharged through the PSLF program ) before refunding my payments. I was told this process would take 90 days. After 90 days, I called again and was told nothing had been noted on my account so the process had not even begun. They began this process in XXXX, and I was again told it would take 90 days. Most recently, on XX/XX/XXXX, when I called to follow up I was told they were issuing a reimbursement in the amount of {$5400.00} but they were not able to explain to me why they were refunding this amount and not {$15000.00}. In addition, my current principal/payoff amount is now reading as {$23000.00} and no one can explain that amount either. Each time I call I am on hold for hours. Today when I called asking to speak with XXXX in the Resolutions Department and provided her extension that she had given to me, I was not able to speak with her and waited on hold for XXXX minutes.
|
| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account information incorrect
|
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Web |
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On XX/XX/2023, I received a letter from Mohela stating my federal student loans have been forgiven 100 %. The forgiveness letter states it is retroactive to XX/XX/2023.
I have requested information about when it would be reported to the credit bureaus every month since.
After the first of the month, since XXXX, I am given different information from Mohela. In XXXX I was told the credit bureaus would be notified after XX/XX/XXXX. In XXXX, I was told the credit bureaus would be notified within 60 days. In XXXX, I was told the credit bureaus would be notified after 90 days. In XXXX, I was told the credit bureaus would notified after 90 days and that my balance wasn't updated in their system until XX/XX/2023. This is completely contrary to the letter I have on filed dated XX/XX/2023.
I am filing a complaint against Mohela for not updating the credit bureaus in the change of the balance owed to Mohela and my federal student loans.
For inconsistent information and an incorrect date on file. I have spoken to them numerous times and they refuse to transfer me to a supervisor or provide an explanation in the difference in the changes of the dates or length of times to report to the credit bureaus.
I want consistency and to know why it hasn't been reported to the credit bureaus yet. Thank you.
|
| 03/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
In XXXX, XXXX, I requested a refund of payments made during the XXXX forbearance from my servicer XXXX that the company never filed. On XX/XX/XXXX, I contacted my current servicer, Mohela, for a refund. I filed CFPB complaint # XXXX on XXXX and on XXXX, Mohela sent a letter stating that it had been sent to the Treasury for XXXX and that I would receive a check within 30 days. On XXXX, my student loan balance went up reflecting the refunded amount being applied back to my account.
It's XXXX, and I still have not received a check. I finally reached out to my XXXX who contacted the Department of Treasury for me to check on the status. The response to their office was that Treasury had not received the request ( language copied from email ) : When a payment does not appear in XXXX, it means payment instructions have not yet been transmitted to XXXX. The forbearance payment promised by Mohela is still with Mohela or whatever agency would transmit the payment instructions to XXXX. You will need to redirect this inquiry to determine when payment instructions will be transmitted to XXXX.
I can not get an answer from Mohela has to how long it takes Treasury to receive information to issue a check but 2 months seems excessive. It appears that the problem is on Mohela 's end, not on Treasury 's.
|
| 12/07/2022 |
Yes |
- Debt collection
- Federal student loan debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
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|
YOUR COMPLAINT I closed the account because the credit card company can not validate the debt. I am the original creditor as a result, I have been contacting the merchant to provide the following documentation. certificate accounting statement they have so far went delinquent In this matter. I have sent past due invoices for them to pay my company for the following charges U.C.C. 9-210. REQUEST FOR ACCOUNTING ; REQUEST REGARDING LIST OF COLLATERAL OR STATEMENT OF ACCOUNT, A PROPER BILL. {$1500.00} per page. It is my understanding that if no dispute, rebuttal or contest of this NOTICE OF UNDERSTANDING AND CONDITIONAL ACCEPTANCE AND REQUEST FOR A PROPER BILL AND LAWFUL CONTRACT AND FULL RECORD OF ACCOUNTING AND FEE SCHEDULE, Notice of Lien Notice Of Lien, Truth and lending violation, Mail Fraud and XXXX, falsifying records, deceptive and misleading representation, violation of Fair Debt Collection Practices Act. Title 15 USC .1601 ; Title 15 USC 1692 15 USC 1692 ( g ) ( 8 ) ; USC Title 18 2071 and 2073 ; USC Title 18 471, 472, 473, and/or 513 ; Title 18 USC 1341- 1842 Eads v. Marks 249 P. 2d 257 and 260 Title 28 USC 1746 ( 1 ) I am asking for the CFPB to contact them to have my account settled, discharged and close with a zero balance and my invoice paid. Thank you any question call me XXXX
|
| 09/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/XXXX I applied for the Income Driven Repayment Plan of REPAYE through the XXXX website. This was approved in XX/XX/XXXX. However, at some point I was transferred over to MOHELA as my loan servicer. They have had me listed in the XXXX plan, which is the incorrect repayment plan. I messaged them about this in XX/XX/XXXX and they never got back to me. I have now called 3 times over the last 2 months with repayment starting ( and waited on the phone for at least 2 hours each time ) and they are not able to tell me why I am on the wrong plan and say I need to recertify my income and reapply for the plan, which I have done over the phone most recently on XX/XX/XXXX. They now are saying itll be 90 days before that application can be approved. I was previously on XXXX with payments around {$350.00}, however when I checked my account today, I was switched off an income based plan and placed in standard level repayment with a payment of close to {$3000.00}. They have auto debit on my account, so I am afraid they are just going to take a {$3000.00} payment out of my account, when my payment on the correct plan I was originally approved for should be around {$200.00}. It is impossible to get ahold of MOHELA on the phone with the wait times, and their solution is to simply keep recertifying.
|
| 07/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Hello, I am at least XXXX qualifying payments in toward completing the XXXX necessary for PSLF ( Public Service Loan Forgiveness ). Last year, a submitted ECF ( Employment Certification Form ), the result of which raised my qualifying payment count to XXXX.
Recently, I submitted another ECF to update my payment count, with my expectation that I would now be around XXXX qualifying payments after it was processed. This time, I used the tool via the studentaid.gov site to trigger them to directly email my employer for information. My employer promptly followed up and completed the form electronically.
The assessment by studentaid.gov however was that my employment reflected on the new form does not qualify.
I am very confused and frustrated - not to mention upset. I am in the same job, with the same employer, the same number of hours worked per week as last year. Why would there be a different outcome?
I have reached out to MOHELA, Studentaid.gov, and you, in the hope to get some clarity. In my partner 's past efforts to pursue PSLF, he found that different entities ( servicer, Dept of Ed ) would occasionally have conflicting answers or change their answer if called out for not adhering to PSLF requirements and other student loan related processes.
Thank you for your assistance!
|
| 10/31/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
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This {$100000.00} student loan account has already been disputed with XXXX and resolved as paid in full. The {$100000.00} Forgiven/paid in full as part of Public Service Loan Forgiveness ( PSLF ) Recent payment {$100000.00} as of XX/XX/XXXX. Now the same {$100000.00} has been unlawfully re-aged by MOHELA and XXXX as if owe it again. And re-appeared after it had been disputed and investigated and documented by XXXX as Paid in Full as my new balance and inaccurately as my new balance. Even though as can be seen MOHELA Account information had zeroed everything in my account from Principal Amount {$0.00}, monthly payment {$0.00} Pay off Amount {$0.00} The loan has been Forgiven/paid in full and should be reported as /paid in full to credit agencies Per MOHELA XX/XX/XXXX, Letter : Despite MOHELA XX/XX/XXXX, Letter : Congratulations! The Biden-Harris Administration has forgiven your federal student loan ( s ) listed below with MOHELA in full. This debt relief was processed as part of the Biden-Harris Administrations one-time account adjustment because your student loan ( s ) have been in repayment of at least 20 or 25 years. An adjustment to your account updated the number of payments that qualify towards income-driven repayment ( IDR ) forgiveness. This forgiveness is effective XX/XX/XXXX.
|
| 11/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
Servicemember |
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MOHELA states on their website " XXXX XXXX Interest Rate Your interest rate is XXXX XXXX from XX/XX/XXXX through XXXX XXXX, XXXX.
Payments made on or after XX/XX/XXXX were automatically adjusted.
Payments are applied first towards the interest accrued prior to XX/XX/XXXX. The remainder is applied to the principal balance. '' On XX/XX/XXXX, I noticed XXXX XXXX interest started being charged on XXXX of my loans with MOHELA. I do not know the exact date the interest began. I have been trying to contact customer service as to why my loan is being charged XXXX XXXX interest when the XXXX XXXX interest rate and payment pause are to continue until XX/XX/XXXX. My loans remain in forbearance ; however, they have started charging interest.
I recently completed a military assignment, which qualified me for XXXX benefits ( lowering of interest to XXXX XXXX ) ; however, there was no necessary adjustment since interest was already at XXXX XXXX. MOHELA has notified me of the end of my XXXX benefits via letters this week, but the end/beginning of XXXX benefits should have no effect during this interest/payment pause. MOHELA has not responded to my request on XX/XX/XXXX wherein I asked for the reason for the interest charge and asked for it to be refunded to me. Interest continues to accrue daily.
|
| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied on StudentAid.gov in XX/XX/XXXX for the XXXX application. I kept checking Mohela 's page but it just said " processing ''. When I called on XX/XX/XXXX the woman I spoke with told me there was an issue with the application so she started a new application with me and then filled out the request to pause upcoming payments until the SAVE application had been processed. That call was almost two hours before I was able to speak to her. On XX/XX/XXXX I called Mohela again because I received a letter stating I owed {$400.00} on XX/XX/XXXX. After XXXX hours and XXXX minutes on hold I spoke with a trainee who told me the SAVE application still hadn't been processed and a forbearance application was never processed either. She told me she couldn't help me and wanted to put me back in the queue to wait to talk to someone who could. I requested a supervisor, after 35 minutes she said she couldn't get a supervisor. After a lot of back and forth between us she found a customer advocate who processed the forbearance. As of today, XXXX, I still have not received anything about my SAVE application. It's very distressing and frightening to work with Mohela. I wish I had a different loan servicer. My XXXX has been so high for the last few months because of them. Please help. No one else will.
|
| 09/05/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
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Web |
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I have, on copious occassions, contacted Mohela to determine the best method of resolving my debt with the focus of removing the information from my credit report. I wanted to pay in full so I could return back to school but postponed my return to school, due to the promise that making small monthly payments for 9 months would allow the information to be deleted from my credit reports. When that did not happen, I was informed that the information would be removed in 7 years from the first delinquency which was XX/XX/XXXX. I was given a date of XX/XX/XXXX. I waited.The information was not removed in XX/XX/XXXX. I disputed the information through XXXX multiple times and each time, Mohela responded disrespectufly quickly. They updated the delinquency date to XX/XX/XXXX, continue to report the negative information, and refuse to provide any proof as to why. I dropped out of school in the XXXX of XXXX ( the term for which the loan was provided ). I have proof of this in the form of a transcript with all Fs. My federal loans would've been due and deliquent ( since I did not pay ) in XX/XX/XXXX. The loan was paid in full in XXXX. They have no reason to continue reporting negative information on a paid in full student loan 7 years and 4 months after the first delinquency date of XX/XX/XXXX.
|
| 10/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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As part of the the XXXX | XXXX administration forgiveness program, I called MOHELA on XX/XX/XXXX to receive a refund for all payments I made during the COVID payment pause. The transaction was simple enough and I was told to expect the refund within 30 days in the same manner I made payment ( electronically ). On or around XX/XX/XXXX, I called for a status of my refund and was told that it was processed and again would take 30 days to receive from the initial request. After still no updates to my MOHELA or Student Aid account, I called MOHELA for a third time on or around XX/XX/XXXX. After a XXXX wait to connect with customer service, I was told that it was processed, but now it was going to take XXXX days from my initial request.
I'm getting updates from others whose loans are serviced by other servicers like XXXX XXXX and XXXX, who made their requests around the same time or after I did, who have already started receiving their refunds back. I need to get this issue resolved so that my account will properly reflect the correct balance when I am finally able to apply for forgiveness. There doesn't seem like there should have been any reason to get my refund to me when I made the request so early on in the process. I appreciate any assistance that can be provided by CFPB or MOHELA.
|
| 11/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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Back in XXXX, I enrolled aXXXX XXXX XXXX XXXXXXXX University to major in XXXX. in XXXX. I was number # XXXX of my graduating class from XXXX XXXX XXXX High School with a 3.6 GPA. In the beginning, I was allowed to attend the school for free through merit, but I even explained to the school that both of my natural, birth parents were deceased, my mom died in XXXX and I just went to court to determine who would obtain custody rights for myself. In XXXX, my brother 's father was granted custody of me as my legal guardian. Therefore, I should've went to school for free regardless! However, I was a scholarship student and I received a low grade in Public Speaking. From there, I was stripped of my scholarship at that time. Then I had to get student loans. Since that date until now, my credit as been jacked up tremendously and I'm unable to fully live the American dream. Now, years later, I'm still trying to undue all this mess. I currently work at XXXX XXXX XXXX XXXX since XXXX, so the majority of what's due should be paid down by me being a county employee under the PSLF. However, the date keeps resetting and is currently saying XXXX. I used to have the IDR plan, but I recently changed it to the SAVE plan. Documents I received from Mohela and what I'm being told is two different things.
|
| 06/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I have federal student loans that are handled by MOHELA.
Account XXXX XXXX XXXX and XXXX XXXX ) Misinformation Concerning Loan Consolidation There are two sets of loans some from XXXX and others from XXXX.
I was told by a XXXX worker that if I consolidated my loans from XXXX with the loans from XXXX I could lose some of the loan payment counts. I was scared of risking my loan count of 120 payments so I did not consolidate by XX/XX/XXXX.
The XXXX loans were forgiven. If I had consolidated I am learning the XXXX loans would have been forgiven as well. I now have XXXX in loans left to pay starting XXXX of this year. I have written MOHELA about this mistake and have gotten NO response. I am asking that you require MOHELA to a ) all me to consolidate the loans and forgive them or b ) simply forgive them as if I had consolidated them.
2 ) Student Loan Deferment and Payment on Loans not counted I was working at a public interest service corporation and paying off student loans when I was put into deferment against my will due to going back to school in XXXX. I made payments in XXXX XXXX XXXX XXXX and XXXX of XXXX. I believe I should get credit for those payments.
I have no idea why I am not getting credit for XX/XX/XXXX. If I was in deferment it was certainly due to hardship.
|
| 01/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I believe my loan servicer and/or school placed me in a school deferment when I was not attending school. On my student aid account, I am listed as being in school deferment from XX/XX/XXXX to XX/XX/XXXX. I was a parttime XXXX at XXXX XXXX XXXX from in XX/XX/XXXX then I transferred to XXXX University XX/XX/XXXX to complete a XXXX XXXX. I attended an XXXX XXXX at XXXX University from XX/XX/XXXX and finished XX/XX/XXXX. I did not return to school until XX/XX/XXXX ; however I am listed as being in school the entire time. I was XXXX full-time at a XXXX full-time this entire period as XXXX XXXX XXXX and then as an XXXX once I graduated in XXXX. The period from XXXX should count towards my XXXX forgiveness as I should not have been placed in deferment. I was XXXX full time at a qualifying employer the entire time. I also made payments during the times I was not in school. I had no idea at all I was placed on this until I applied for XXXX for the first time until I was alerted you could find your student aid form on XXXX website. I have tried to resolve this with XXXX without any response. I also tried to resolve this with XXXX XXXX, and XXXX XXXX. My loan servicer at that time was XXXX XXXX XXXX which has a very poor record keeping history and a bad servicer and has since closed.
|
| 09/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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For the past week since XX/XX/XXXX I repeatedly called MOHELA requesting why my payment amount when from ~ {$500.00} to XXXX per month. I am currently on an income based repayment plan and was automatically switched to SAVE from REPAYE. After this switch the payment amount changed. Multiple people at MOHELA have said it is a glitch without giving any actual information as to why this happened and how it can rectified. The SAVE program if anything should have a lower payment than REPAYE not a 3x higher payment. They kept asking me for my income information over the phone and I refused because I am not scheduled to give my new income recertification until XX/XX/XXXX and I DO NOT want to recertify until I have to. They will not or can not even tell me what information the new payment amount was calculated using. This glitch they keep referring to is given no good explanation or timeline as to when it will be fixed. They said they would submit an IDR request to have the payment switched back to what it was with REPAYE but that should technically not be possible given it does not exist anymore so I am not sure what they are doing. Regardless they have been entirely unhelpful and almost purposely deceitful trying to get my to do a recertification many months before I am scheduled to.
|
| 09/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I contacted the current loan servicer Mohela after my loan was transferred from XXXX in XXXX. I contacted the new servicer to make sure payment would be made to the correct account. During the course of the conversation I was told a different payment amount would be assigned. The told me the change was due to the payment program changing from ( for which I applied and was enrolled in REPAY ) REPAY and switched to SAVE. My payment would be significantly higher than the amount previously assigned it was going to change from {$280.00} ( more or less ) to {$620.00}. At that point I complained to the customer service representative. They said that they would readjust the amount to the original amount of {$280.00}. I asked them to put it in writing and send me something to confirm this. They said they would. I never received anything XX/XX/2023. The correspondence I received told me that my payment was not processed by my bank so I needed to correct the bank account information and submit payment. When I logged into the account the amount. The payment amount was over {$4000.00}. The new amount was extremely discrepant, and I can not afford that amount. I am trying to straighten this situation out but Mohela is not giving me the correct amounts based on the programs I am enrolled in.
|
| 12/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I submitted my application with employer certification for XXXX in XX/XX/2022. I had initially used the help tool including thXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as I still was working for the XXXX When I submitted my substantiation, I redid the help tool to only include the XXXX XXXX and received a notice that I am being denied due to the XXXX not being eligible. This was confusing since I never submitted anything with this information on it.
I reached out to XXXX XXXX since they are my servicer after not getting a response from MOHELA after multiple messages. They responded after over a month to my explaining that I am a XXXX XXXX and the denial is not based on accurate information on their end and they responded saying to call. MOHELA finally responded saying to call as well. The wait times are ridiculous. I have not been able to get through to a person yet. I have yet to receive a notice to stating an update since the information being processed is not even what I submitted. The form on their website still says processing and there are two different received dates which also doesn't make sense since I only submitted one application.
I am a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and am looking for assistance but getting no where.
|
| 11/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I have called Mohela several times since XXXX. The dates I called them were XX/XX/14 on hold for 1 hour and 36 minutes had to hang up since I was at work no one never picked up. I called later that day at XXXX on hold for 1 hour and 50 mins no one ever picked up. Called later the same day on hold for 2 hours and 14 mins no one ever picked up. I called every day since then and had the same outcome. I called today after receiving my income based payments which it is now 10x higher then my previous payments which I clearly don't understand how because my family size has changed. I spoke to a representative at XXXX XXXX and explained the above information and maybe there is an error. I was told if the income based payment has to be reconsidered it may make me ineligible for the public service loan forgiveness. I asked where is it in writing she said it is on the XXXX website and I looked while on the phone and did not see it on the paper I signed to evaluate for income driven repayment she immediately became defensive and I asked for a supervisor she said hold and I was on hold for over 40 mins. No one answered or returned to give me an update. I submitted my documents for public service loan forgiveness over the summer to student aid and have not received an update from Mohela.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I began researching forgiveness options through XXXX once XXXX of my loans reached XXXX payments. I applied for forgiveness for those XXXX loans but during that process, I learned that if I had consolidated, I would have all XXXX of my loans forgiven with that same payment count. I did not learn this from my loan provider nor the student financial aid website. I learned this through XXXX. I did research and found out. This is actually true, but the information is not put out there. I attempted to consolidate all XXXX loans prior to the forgiveness going through on the XXXX loans, unfortunately my XXXX loans were forgiven before the consolidation was completed. Now I am left with XXXX loans that could have been forgiven in XXXX with all the others. They now still have XXXX years left on them. This is unfair because right now borrowers are constantly steered away from consolidating if they are on the XXXX program. We are told that our payment counts would start over and the student financial aid website even gives a huge disclaimer warning when consolidating. If XXXX XXXX misled, I would have forgiveness and no more paying student loans. This is very unfair. After reading the article posted by consumer finance, I realize I am in XXXX of many who are facing the same situation.
|
| 06/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My Direct Loan was originally serviced under XXXX. I submitted my final XXXX in XXXX of XXXX and my employment was approved for XX/XX/XXXX to XX/XX/XXXX. My eligible counts were initially updated with XXXX and then there was a long delay with the transfer to MOHELA. In XXXX of XXXX, I received notification that I had 124 of the necessary 120 qualifying payments and my loan was eligible for discharge. In XX/XX/XXXX, my counts were further updated to 175 qualifying payments. However, now 6 months later, my loan has still not been discharge. My service provider, MOHELA, says that the delay is dependent on the FSA. I have filed a complaint at the FSA to get more information but the FSA has repeatedly redirected me to MOHELA.
This delay is far in excess of the typical 90-business day that both MOHELA and the DOE state are their typical time for inquires or reviews. I am certainly frustrated that my loan hasn't been discharged after I was told it was eligible for forgiveness, but my main reason for this complaint is that I am unable to get any information about the reason this review is taking longer than expected and whether there is problem with the application. MOHELA tells me the problem is at the FSA. FSA tells me the problem is with MOHELA. I am unable to get any answers.
|
| 02/16/2021 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
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Web |
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About 11 years ago I owed about {$68000.00} in student loans as went threw a divorce I had to use deferment options because I wasn't able to pay. I never went into default and used options to lower my payments but because of payment reductions and for forbearance 's over the years my balance is now over {$300000.00} dollars with interest and fees. My employment status has changed in the past 3 years and I am now able to make payments. I can't afford the standard payment amount on that kind of money nor will I ever be able to pay that back. I offered to sell my home and give all of the money made which would only be about {$40000.00} and find a way to pay the difference of {$28000.00} from the original amount to them but they said they can't settle the loan for a lower amount. because of what the loan was increased to i was turned down for a mortgage and do not qualify to make any significant purchases. My fiance and I was looking to purchase a home together but I don't qualify because of a {$300000.00} debt. I am upset that the only reason that I can't move ahead in life is because of a student loan balance on my credit report. If I defaulted on it is one thing but because of the interest and fees my life is at a standstill. What can I do to resolve this issue?? Thank You!!
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I hade sent several email messages due to large volume of callers. I was inquiring with them as to why my entire payment went to interest only when I paid in excess of the monthly interest amount. They then proceeded to tell me that my monthly accrued interest amount was significantly more than what my account represents. Even if that was correct, I still paid them in excess of what they are now representing is my monthly interest amount but will not apply it to my principal amount. If they keep doing this I will NEVER pay down even XXXX cent of what I owe. I can not afford to pay {$450.00} a month in just interest! My account represents I owe {$350.00} in accrued interest, they are now telling me I owe {$420.00} in accrued interest, either way I overpaid both those amounts but they will not apply any to my principal even if it is nominal. I tried to speak with their XXXX, XXXX, on XX/XX/31 but when I challenged her explanation, she hung up on me. Now I have to call again and wait an astronimical amount of time once again. I work so obviously I have to do this from work and they are keeping me from working. They are lying thieves. Unfortunately I was forced to go to MOHELA from my prior servicer and this company is stealing my money. I should NOT have been forced to them.
|
| 11/02/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I submitted a XXXX Application to Mohela on XX/XX/2022, having reached XXXX qualifying payments for forgiveness under XXXX. The online status stated " Processing. '' On XX/XX/2022, I called Mohela for any updates and, after an over XXXX hour wait on hold, spoke to a representative named XXXX, who stated that my " employer has been approved, '' and that the payment counts are being verified by the Department of Education, a process that may take up to 90 days after the application was received. On XX/XX/XXXX, the " Processing '' status changed to " Duplicate Form. '' I called Mohela on XX/XX/XXXX for an explanation, and the line disconnected after 1.5 hr on hold. On the next business day XX/XX/XXXX, after 2 hr 45 min on hold, I spoke to Mohela representative, XXXX, who explained that the status " Duplicate Form '' meant a human clerical error was made : someone had mistaken the previous XXXX XXXXpplication that I submitted in XXXX to different servicer, XXXX, as the same form submitted in XXXX. Only because I waited on hold to speak with someone, the application was submitted to be reprocessed, resetting the processing time to an additional 90 days. I have had the same qualifying employer for 7 years. The next step would be to update payment counts, just since XX/XX/2022.
|
| 03/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My XXXX loans were transferred to MOHELA in XX/XX/XXXX while I was in the process of applying for TEPSLF. I have 174 eligible payments ( only need 120 ), but only 31 have my employment certified. My form to certify the remaining was submitted on XX/XX/XXXX. It has twice been erroneously processed by MOHELA. After requesting it to be reprocessed, waiting for the second 90 day processing period, and receiving a 2nd rejection based on their error, I called MOHELA to speak to a supervisor on XX/XX/XXXX. This supervisor, XXXX, looked at my XX/XX/XXXX submitted form and agreed there was nothing wrong with anything on it. She made notes on my account, and put it forward to be reprocessed in 3 business days. Its been 11 business days since then. I called to check on it and was told by the person at MOHELA that yeah, it shows its still open. Were not really processing things on that 3 day timeline.
I initially started this process in XX/XX/XXXX with XXXX and since everything was transferred to MOHELA they have continuously and WRONGLY processed my form. I have been very patient up until now, but this is significantly impacting my financial well-being by keeping {$130000.00} on my credit report while repeatedly making errors in the processing of my account for almost 8 months.
|
| 10/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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|
On XX/XX/XXXX I calle din to request a refund of the student loans that I had paid off after COVID pause, XX/XX/XXXX and on. They said they didn't have my payment history because my loan was transferred from XXXX in XX/XX/XXXX. They said it would take a couple of weeks to get the info from US DOE and then they could issue refund. It would take XXXX days for me to receive a refund. I called on XX/XX/XXXX because I haven't seen any change in my Mohela account or on student aid.gov. I called at XXXX and after XXXX mins the system hung up on me. then I called again at XXXX and was on hold for XXXX hours and XXXX mins ( XXXX ). The CS rep was very courteous, polite and professional. But she was unable to see any updates on my account. She only saw that the call that I had made on XX/XX/XXXX and no updates notes after that. my payment history to XXXX still had not been updated. Then she told me that it would be another 30 to 90 days before I would get my refund. I don't even know if the refund has been submitted. I have nothing in writing confirming such and now they are telling me to wait another 30 to 90 days?? I don't understand what is going on and I definitely don't have another XXXX hours to spend on hold. Please help me get an update and accurate timeline. Thank you.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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|
I am pursuing PSLF and my federal loans are serviced by MOHELA. MOHELA placed my loans on a an " administrative forbearance '' without my request, beginning XX/XX/23 and ending XX/XX/23. This prevents me from making two monthly payments on my student loans that would count towards the 120 payments required for loan forgiveness. It lengthens the time these loans are active and allows two additional months for interest to accrue. I have contacted MOHELA through their internal message system twice over the past two weeks to request for the administrative forbearance I did NOT request to be removed immediately, and I have requested a payment due date in XXXX so that I XXXX make a required XXXX payment. I have not received reply correspondence from MOHELA. I have contacted MOHELA by phone and have been on hold for over two hours without being able to reach a representative. These call wait times are excessively prohibitive and I have not yet been able to reach a representative by phone to address this concern.
MOHELA notified me by letter on XX/XX/23 of the administrative forbearance that began on XX/XX/23. This did not provide me any chance to request for the administrative forbearance to NOT be applied to my account. I have provided the PDF of this documentation here.
|
| 08/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I submitted my student loan forgiveness application in XX/XX/XXXX. They did not confirm receipt of the processing of that application until XX/XX/XXXX. Despite repeated outreach attempts and complaints in XXXX and XXXX of this year, they have still not finished processing the application. Instead of providing valuable information, they continuously send repeated responses citing an unprecedented amount of applications that they have to process. It has been over 6 months in which they have had the necessary information to process my application and they have not. I am already nearing the point of having to recertify again without the original request being processed because of the duration they've had these materials. Payments are to resume in a month and without accurate information as a result of the processed application I am still expected to make payments and failure to do so will result in a penalty. This student loan servicer is not new to processing these applications and should have been well aware of what to expect when they took over the service of these loans from the US Dept of Education. They are ill-prepared and ill-equipped to handle these applications and do a disservice to their customers with a lack of efficiency and lack of effective communication.
|
| 08/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I need my final official letter showing I qualified for PSLF! I have been in the PSLF program since XXXX. I submitted my final PSLF form on XX/XX/XXXX. On XX/XX/XXXX my loans were showing a XXXX balance on the Mohela website. On XX/XX/XXXX my account on Federal Student Aid had a XXXX balance and in early XXXX my credit reports showed my loans as " paid in full '' with a XXXX balance back dated to XX/XX/XXXX. As of the writing of this complaint I still do not have a letter showing my employment by employer with the associated number of qualifying payments. I also do not have the official congratulations letter that states I qualified for Public Service Loan Forgiveness and my loans were forgiven because I qualified for PSLF. I need the official documentation that proves I qualified for PSLF and my loans were forgiven through PSLF. I have emailed 4 times and called twice regarding this matter and am still being told to wait due to a " glitch. '' Today I got a response to my most recent complaint that states : " Thank you for contacting MOHELA. We sincerely apologize for any inconvenience, we are currently working on generating those letters. As soon as it is available we will send it out to you. " It has now been neatly 3 months since my account XXXX. I need my letter!
|
| 05/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
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I submitted my Temporarily Expanded Public Service Loan Forgiveness application to Federal Student Aid on XX/XX/XXXX, more than a full calendar year ago. In XX/XX/XXXX I was notified by FSA that my loans and employer were eligible, and that MOHELA would be my new servicer to complete the public service loan forgiveness process. Not hearing anything from MOHELA for 4 months after that, in XX/XX/XXXX I called MOHELA and was told my case was " on the cusp '' of being resolved. In subsequent exchanges with MOHELA, they say that they have not yet received my loans. I emailed FSA to inquire about this twice, once on XX/XX/XXXX and again on XX/XX/XXXX. Both of those email inquiries remain in review. Meanwhile, in checking the MOHELA web site, I am unable to upload documents related to my case and I have received no direct answer to my emails informing MOHELA that their site contains this crucial glitch, making it impossible to submit updated documents electronically. I understand that there is a historic volume of loan forgiveness requests, but this has been going on for well over a year and at this point I dont even know the current status of my loans/TEPSLF application. I am anxious to get this resolved because every month this continues, I am docked another loan payment.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I paid off all of my XXXX loans ( serviced by Mohela as of this fall ). The balance showed {$0.00}. I reached out to Mohela to ask about how to close out my account and if there was anything I needed to do on my end to do so. I wanted a notification/ letter from them that stated my loans were completely paid off.
They have completely ignored all my requests and their phone answering system has hung up on me. I can not get ahold of anyone despite my best efforts. About a month after my balance read {$0.00} I was charged over XXXX dollars in interest. I have reached out to them again and again asking how to rectify this and close out my account since I paid everything off so my empty account does not keep accruing interest. They have not responded to anything from me and I have not been able to get a hold of anyone on the phone. This feels criminal. Are they going to keep charging me interest forever? How can they even charge interest on an account where the entire balance including principal and interest is {$0.00}? Isn't XXXX still XXXX?
Even if my balance wasn't completely paid off and I wasn't having this issue, it feels criminal that they are not responding to my messages and make it so impossible to get anyone on the phone. They are completely unreachable.
|
| 04/19/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I am a XXXX XXXX and have worked since graduation from college serving XXXX XXXX communities. I recently submitted my employment for certification for the Public Service Loan Program. My employment was certified. However, when my loans were transferred to Fed Loan Servicing, they informed me that the payment plan I had been on previously made me ineligible for the PSLF.
I have registered a complaint with my previous loan service, Mohela. My loans were transferred three times in four years, from XXXX XXXX XXXX ( XX/XX/XXXX ) to XXXX ( XX/XX/XXXX ) to Mohela in XX/XX/XXXX. Each time my loans were transferred, I spoke to customer service to confirm I was in the right payment plan for PSLF. Each lender assured me I was. When I spoke most recently with Mohela customer service on XX/XX/XXXX after being told I was ineligible because of a previous payment plan, they informed me that I had been in the correct payment plan but that the terms of that plan were wrong. They provided me misinformation about the terms of the loan, and can not fix the history of my payments.
I have worked over ten years in public service, but because the loan companies who had my loans provided me inconsistent and incorrect information, my employment does not count towards my loan forgiveness.
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I am a public servant enrolled in an income driven repayment plan, pursuing public service loan forgiveness ( PSLF ). The department of education has published guidelines on their website regarding resuming payments after the end of COVID forebearance. Per their website, since I was already enrolled in an income based plan, I will remain on that plan and I will not be required to recertify income until XX/XX/XXXX at the earliest. However, my student loans were recently transferred from XXXX to MOHELA, and my payments went up from $ XXXX to $ XXXX. They said the only way I could reduce my payments was by recertifying, but this is contrary to information on the studentaid.gov website, and recertifying will still increase my monthly payment as my income has increased since before the COVID forebearance began. Based on my understanding, my payment should resume at the previous amount, $ XXXX, and my recertification should not be due until XX/XX/XXXX. By forcing me to recertify early, I would be paying higher amounts than required from XX/XX/XXXX to XX/XX/XXXX. The customer service at MOHELA has been unhelpful, said they were unaware of the XX/XX/XXXX recertification date, and had no history of my prior payment amounts as this information was not transferred from XXXX.
|
| 09/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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In XXXX of XXXX I submitted my final Employer Certification Form to fulfill my 120 payments for PSLF forgiveness, initially Mohela did not count these payments because they falsely evaluated my ECF to be a " duplicate form '' rather than a new form from the same previous employer. Finally in XX/XX/XXXX that issue was corrected and on XX/XX/XXXX my payment count for PSLF was updated to 121 on both Mohela 's site and Federal Student Aid site. I also requested on my ECF that my loan go into forbearance while awaiting discharge and that has not been reflected on my account, despite being told by a customer service rep over the phone this had been completed. Now I am recieving messages from Mohela about my account going into repayment this month. Finally, I was told it could take up to 90 days for discharge to take place and it has been well over 90 days and Mohela continues to tell me it is awaiting information from Federal Student Aid despite their counts having also been updated over 90 days ago to reflect over 120 PSLF qualifying payments. I am supposed to be leaving my employer in XXXX and will not be able to afford the current IDR payment that I shouldn't have because I have completed all requirements for PSLF. This is causing a financial hardship for my family.
|
| 04/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I faxed my PSLF forms to Mohela on XX/XX/XXXX. They mailed a letter to me 2 months later, stating that my employer had missed 1 box on their form. They informed me to have my employer call them to verify the correct information. My employer will not do this for security reasons. My employer requested a representative from Mohela email them, and they could verify. Mohela informed me they could not contact my employer directly, nor could I email or electronically submit the corrected forms. They informed me I would have to fax or mail the corrected documents ( which would take 60-90 days to process ). They said if I had a Mohela account, I could upload electronically, but because my loan information was not yet verified with them, I could not open a Mohela account. in XXXX, it is incredibly inefficient, frustrating, and time consuming to not have an option to electronically submit documents, especially when processing times are so long. I spent many hours today on the phone trying to get answers, was given misinformation, and more. As a borrower, I am trying to be proactive and manage my student loans, but I am running into red tape and barriers every step of the way. The process towards loan forgiveness has been a substantial burden for me and thousands of others.
|
| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I reached 120 payments for PSLF and mailed my application to Mohela in XX/XX/XXXX. Mohela denied my application in XX/XX/XXXX stating that I have not yet made 120 payments, which is not accurate. I now have well over 120 qualifying payments. I called 3 different times in XX/XX/XXXX and was told 3 different answers, stating that it still takes time for the payments to be counted. I called again in XXXX and someone said they would send my account for review. In XXXX there was still no progress, so I called again and the woman said the last person sent it for review incorrectly. This new person sent it for review again. After a few weeks, 6 of my payments were correctly counted. However, I am still missing payments from my qualifying employer ( the XXXX XXXX XXXX XXXX ) from XXXX XXXX XXXX. One payment from XX/XX/XXXX was counted, but I am still missing 9 payments. I have called Mohela 6-7 times over the last 2-3 months to get this issue resolved, with no resolution. I am constantly placed on hold and having my time wasted. My forgiveness application was complete, organized, accurate and concise, and Mohela was still not competent enough to properly process my application or my payment counts. I have spent hours and hours on the phone with Mohela with no resolution.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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|
Upon hearing about the possible student loan forgiveness, on XX/XX/XXXX I made a request to my loan servicer ( Mohela ) for a refund of XXXX payments I made during the Covid forbearance totaling {$1900.00} ( bank statement with amounts and dates attached ). On that original call I was told that because of the high volume of refunds, I should expect my refund within 90 days of the processing date via my original form of payment ( direct deposit to my checking account ).
Within a few weeks of the original refund request on XX/XX/XXXX, my loan balance was reinstated to the original principal and the payments on my Mohela account were removed as of the processing date of XX/XX/XXXX.
However, as of XX/XX/XXXX, I have yet to receive any form of payment from Mohela.
I have called Mohela on multiple occasions, averaging every XXXX months, since XXXX of XXXX and each time I have been told that my request was processed and that they no longer had control of the refund because it was sent to the US Treasury and that I should give it another XXXX days.
Given that it has been XXXX days since my original request, it is disheartening to know that I am now not only earning interest on the higher reinstated principal, but that the money I paid is not back in my pocket.
|
| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
|
|
My account lists an income recertification date of XX/XX/XXXX for my current income-driven repayment plan. According to the laws around restarting of payments and income recertification this should be pushed back a year. To make this clear, the Federal Student Aid office published the following response to the question of when we would have to recertify after payments restart : " The earliest you could be required to recertify is XX/XX/XXXX.
On your account My Aid page, you may still see a recertification date that is earlier than XX/XX/XXXX. We are working to get those updated, and we thank you for your patience.
If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' XXXX XXXX XXXXXXXX I sent a message to Mohela to have this corrected and they have not responded and I am reading many online reports of them not updating this information in a timely manner with potentially major financial ramifications. As my date clearly falls before XX/XX/XXXX they are required to push back my start to sometime around XX/XX/XXXX. It is now only about a month away and I need Mohela to take action now.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
PSLF : I work for XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX and it is listed as undetermined, which is impacting the status of my PSLF. I have uploaded supporting documents and completed the application to have my employer approved ( many times ). My employer is still listed as undetermined which is directly impacting the amount of payments I have left for the PSLF. I have waited on hold for 3 hours at a time to try to get this resolved. From last year until present day, I have never received any update on this. I just recently received a letter stating that I have to complete a full application for a review to of employement to be completed. I can not complete any other applications as it will not let me move on without the eligiblity of my employer. My 2 former employers have signed and completed it. I also tracked my activity and it states that one of the PSLF applications is a duplicate form and one was processed, even though they are 2 different employers. The one on XX/XX/23 was processed form the XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX is listed as a duplicate form on XX/XX/23. I was then changed to a payment plan that was not eligible undeer PSLF. I spent hours on the phone and to get this resolved and put it into forebearanace until this was resolved.
|
| 11/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
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I am seeking loan forgiveness under the PSLF and TEPSLF. I originally applied in XXXX. The following year, I tried to submit an updated form to verify employment. It was never processed and I was denied access under XXXX. With the new and temporary changes, I applied again. However, right in the middle of the process, my loans were transferred from XXXX to Mohela. All of my information was not properly transferred, which includes the form I submitted. The form verifies all of the information required. I have been employed with the same qualifying employer since XXXX. My count towards loan forgiveness does not include all of my time which makes me ineligible when I should be. I keep getting the run around. I would like for my information to be updated including using the IDR waiver. It would place me well over the required XXXX payments. In addition, I submitted a new form ( XX/XX/XXXX ) before the XX/XX/XXXX deadline. I was told they were waiting on that form to process. I stated to them, prior to my loans being transferred on the XX/XX/XXXX, I had an approved form in XXXX XXXX XXXXXXXX from XXXX and why weren't they using that. It's not fair I have to wait an additional 90 days. The transfer left me in this unforgiving holding pattern. Please help if you can.
|
| 05/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I've read on more than one occasion that while the pause is in effect, all payments would be applied to the principal balance, so I kept making payments believing those payments would decrease my loan balance only to find out that my balance wasn't shrinking as MOHELA applied those payments to the interest of the highest loans, and not to the principal as I was led to believe or interpret! I sent MOHELA a letter in XX/XX/2022, which I have attached as well as their response, and a copy of the statement on their website about how any money is applied to the various loans held.
I am totally confused as to how MOHELA is able to not apply my payments to the principal balance if I'm reading online that if borrowers continued to pay through the pause, all payments would go towards the principal??? I'm totally confused about if my payments should be going to the principal balance or not?
I stopped paying my loans because the interest will start again, and I'd be right back where I started with paying an amount, and it's not going towards the balance but only the interest. I'm sure others have complained about the interest, but I'm only interested in understanding paying while the pause in in effect, and those payments not going towards the principal? Thank you!
|
| 10/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I got a call from a XXXX Agent claiming to relieve the loans I have through their debt relief program. Being naive I gave them my SSN and applied for their program. I've made 2 payments but realized something was fishy and decided to login to my FSA student account. I saw that my loans where forgiven by the XXXX administration and that I have {$0.00} loans to pay back. On XX/XX/XXXX I logged back into my account and realized SOMEONE HAS COMPROMISED AND STOLE MY IDENTITY AND APPLIED FOR THE SAME AMOUNT OF LOANS FROM A STUDENT LOAN SERVICER I NEVER HEARD OF UNDER MY NAME. Which didn't make sense because my loans just got forgiven and I'm not in school anymore!
I went to check the email linked to my FSA student account and saw an on XX/XX/2022 saying I received an email from a Student loan Servicer call Mohela about taking out a loan for the amount of {$13000.00}. I NEVER authorized this payment! The email also included that they have been trying to call me and mail to my address but the address they have on file is invalid. So that means someone is using my SSN along with invalid information to attempt to apply for a student loan in my name.
The file is currently still being processed but I need it to be canceled and the loan Disputed, BECAUSE ITS NOT ME!
|
| 02/08/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
When I filled out the online form for seeing if I qualified for student loan forgiveness, I found out that MOHELA is claiming that I have made no qualifying payments, yet my loan is decreased by more than {$2000.00}. I make my payments early every month and more than the required amount. I even had a few payments ( like 6 ) made by an employer of more than 2 times the required amount on top of my monthly payment. I have been paying through the forbearance time period and still it says no qualifying payments. I have tried to call numerous times and no one will answer the phone. I am on forever hold and if it does get through, I get hung up on. I filled out an online help ticket and the only response I got for help was a cancellation or closing of the ticket I generated. Why are none of my payments " qualifying '' and if it is so hard to have your payments " qualify '' by their standards, then the early loan forgiveness plan for public service people is a farce. I'm a nurse, I have always worked in small, critical access hospitals. I should qualify. Honestly after the last two years, these student loans for nurses and medical professionals should be 100 % forgiven now...
Thank you for your help. Sorry for the angry tone, this has been a frustrating endeavor.
|
| 04/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/2023, I submitted my final Public Service Loan Forgiveness ( PSLF ) Employment Certification Form ( ECF ) and forgiveness application that should have resulted in discharge of my student loans. This form was received by Mohela the same day.
On XX/XX/2023, when I called to check the status of my application, I was told that I had to resubmit the final employment certification form because of an error on Mohela 's end that resulted in a " duplicate form ''. If I resubmit, it will result it me losing my place in line and having to wait an additional 30 days on top of the 75 days I have already waited.
On XX/XX/2023, I submitted a XXXX complaint.
On XX/XX/2023 I received a response to the XXXX complaint that didn't address my concern. They stated that I should submit another ECF form if I want my employment certified. I shouldn't need to because the XX/XX/2023 form is my final Employment Certification Form that should have resulted in me getting forgiveness.
On XX/XX/2023 I am submitting this CFPB Complaint where I am requesting an expedited re-review/audit of the XX/XX/2023 PSLF ECF form that I submitted and Mohela received. When Mohela reviews it, they will find that my payment counts will be updated to over 120 qualifying me for forgiveness.
|
| 11/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
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.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/2023, my account was placed on Administrative Forbearance without my consent. I called Mohela twice asking to remove the forbearance and was assured by the agents that my request had been inputted into the system and is pending processing. When I asked about the timeframe for processing my request, I was transferred twice to XXXX different agents and did not receive an answer.
I called on XX/XX/2023 to follow up on my request and was told that no request had been received and they have no record of it. I was again transferred to XXXX agents when I asked about the capitalization on my account. I received a letter saying my loans were being capitalized due to the forbearance. I asked for the capitalization to be removed as the forbearance was done without my consent or request for it and I wanted written receipt of my request this time to remove the forbearance. After being transferred, the agent did not answer any of my questions and then placed my call back into the queue without telling me. I have been on hold now for over an hour and a half.
It is clear that MOHELA utilizes tactics to get their borrowers off the call or bounce them around agents and put them on hold until they give up. I still have not received any resolution to my requests.
|
| 07/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have federal student loans with MOHELA. I had been placed in " in school deferment '' since I started a different program. However, I do not want to be in deferment on any of my loans. I stated this in writing to them on XX/XX/XXXX requesting to be removed from deferment indefinitely. They took me off, but then placed me back in deferment on XX/XX/XXXX. I had to request AGAIN to be removed indefinitely from deferment, which they did. However, I received a message today XX/XX/XXXX that my loans have been placed in deferment again. I have again submitted a written request to never be placed in deferment ever for any of my loans. I have followed their policies and procedures now three times to never be placed in deferment and yet they keep doing it. It needs to stop. They are not handling my loans or requests correctly, even to their own policies and procedures. They are placing undue stress and burden on me as a borrower. Please, I am begging you, their incompetence must be stopped. It is not fair for me to follow the rules, and yet they can flaunt them in the face of every borrower they service. I have done everything asked and requested, and they keep making mistakes. This significantly impacts my ability to complete 120 PSLF payments in a timely manner.
|
| 12/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I received correspondence from student loan servicer MOHELA dated XX/XX/XXXX regarding IDR recertification which needs to be completed before the deadline of XX/XX/XXXX. However, Studentaid.gov specifically states " The earliest you could be required to re-certify is XX/XX/XXXX.
On your account XXXX XXXX page, you may still see a recertification date that is earlier than XX/XX/XXXX. We are working to get those updated, and we thank you for your patience. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' This excerpt is taken from : https : //studentaid.gov/announcements-events/covid-19 under Income-driven repayment, under subheading " when do I have to recertify my IDR plan? '' According to the above, my recertification date should be pushed back one year to XX/XX/XXXX. I have reached out to MOHELA but I have not had any resolution or explanation of this matter. The representative states the information from studentaid.gov, a government website is incorrect. This problem is actually well known to other borrows in my situation and they have had this problem resolved with Mohela.
|
| 10/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate these accounts ( A ). This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. It is not permissible to fail to validate the following reporting accounts as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and update : XXXX XXXX XXXX XXXX XXXX AL XXXX, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$22000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$24000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$12000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$12000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$12000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$23000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : $ XXXX, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$11000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$1300.00}
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
XXXX - approved for PAYE IDR payment plan XXXX XXXX Submitted Loan consolidation payment plan XXXX - applied for SAVE IDR payment plan XXXX - called because SAVE IDR had not been processed in 4 weeks and they have removed me from the PAYE IDR and placed me on the standard repayment level program without any notification. They stated it was due to my consolidation process, despite my initial consolidation application clearly stating to keep me on the PAYE program. They told me to apply again over the phone to get this issue settled within 10 business days. Submitted repeat SAVE IDR application over the phone.
Since then, I have called every 2 weeks to attempt to get this issue resolved XXXX - called again, put on hold for over 2 hours. they hung up on me XX/XX/ - called again, they stated they would place my ticket on " priority '' for the issue to be resolved. Throughout this, was on hold for over 2 hours to reach resolutions department XXXX - called again, again, stating they would place my ticket on " priority '' again being on hold for over 2 hours to reach resolutions department XX/XX/ - called again, issue still not resolved. I am still on standard repayment program. I have been on hold trying to reach their resolutions department yet again.
|
| 08/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I do not agree with the payment tracker towards PSLF on the Mohela dashboard for my account. I have been working in XXXX XXXX since XXXX. I have all my qualifying employers verified and confirmed with completed employment verifications on the Mohela dashboard as follows : Employer Employment Begin Date Employment End Date XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX US DEPT OF EDUCATION FEDERAL STUDENT AID XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX to PRESENT Yet on the payment tracker, it is missing the 46 months from XXXX of XXXX to XXXX of XXXX. Those months are not listed, in either of the ELIGIBLE nor INELIGIBLE lists. Within those 46 months there were only 14 months, XXXX of XXXX to XXXX of XXXX that I was not employed with a qualifying employer. So 32 of those 46 months should be ELIGIBLE. That would bring me to 126 qualifying and eligible periods as of XX/XX/XXXX, towards my PSLF. I will certify employment with my current qualifying employer in XXXX, so that will bring me to 138 towards the 120 required.
I have contacted MOHELA several times. I have contacted the Department of Education/Federal Student Aid and the ombudsman and they have not updated these missing months.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I contacted MOHELA on XX/XX/XXXX to request a refund of several payments I had made during the pandemic pause. Some of the payments were made through XXXX XXXX because the loans had been transferred to MOHELA in XX/XX/XXXX. MOHELA stated they will submit the request to refund these payments. I received a refund on XX/XX/XXXX for the payments I had made to MOHELA but not the payments I had made to XXXX XXXX. I contacted MOHELA again on XX/XX/XXXX. I waited on hold for over 3 hours and was then disconnected before I could speak with a representative. I then sent MOHELA a message via the website on XX/XX/XXXX and as of XX/XX/XXXX still have not received a response. I called MOHELA again on XX/XX/XXXX. The representative let me know that MOHELA had contacted XXXX XXXX on XX/XX/XXXX and again on XX/XX/XXXX but had not heard back so I need to keep waiting. I called MOHELA yet again on XX/XX/XXXX as it had been over 8 weeks since my refund request and spoke with a representative that could not answer my basic questions.
She told me it could be up to 60 business days now or potentially longer for the payments to be refunded. When I asked her to send another request to XXXX XXXX she told me she would but then hung up on me and did not attempt to call me back.
|
| 02/10/2017 |
Yes |
- Student loan
- Non-federal student loan
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
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My step-son, XXXX XXXX, and I were scammed by MOHELA Student Loan on XXXX XXXX, 2004. This is the 2nd complaint I 've filed with CFPB against MOHELA. The first complaint # XXXX is still pending. MOHELA used a deceptive and misleading Truth In Lending disclosure and XXXX page loan document. Proof that my step-son is not the only victim can be found by viewing this weblink, it 's a video of an investigative reporter interviewing another victim : XXXX XXXX % XXXX % XXXX % XXXX % XXXX % XXXX & XXXX & XXXX & XXXX Seems that MOHELA is famous for adding interest charges to loans that they purchase from other lenders. Appears to be a " bait and switch '' scam. Shame on MOHELA for taking advantage of high school graduates with no borrowing experience and for snaring parents excited for their children to attend higher education but lacking funds to send them as co-signer on the deceptive loans. MOHELA does not make interest that loans accrue while students attend college clear and obvious so that a first time borrower/recent high school graduate and parent that 's excited for their child to attend higher education can see and understand interest that will accrue while the student is attending college. The weblink video is proof of multiple victims of this scam.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
|
|
piggybacking of my last complaint where they still won't put me on standard repayment plan I've been approved for months ago, the auto debit is still pulling the graduated payment amount when it actually is pulled ( i can't add to this because it will just pay me ahead instead of pay down the principal - I'm paid ahead until XX/XX/2024 - why? i asked them in writing to distribute extra money given to highest interest, etc. [ using cfbp template and it's still not happening ] ) anyway now they told me they'd fix it, I'll pay the standard amount ( still not true ), then they applied me to an IDR plan ( that I didn't ask for ) and put me in admin forbearance ( that i also did not ask for. I am NOT having trouble paying... i can NOT do PSLF, there's no reason to be on IDR I want to pay more. ) that was background : today i go in to pay off a specific loan, since they can't seem to distribute my payments so I'll pay off the whole loan with the lowest balance. well, that loan is technically on forbearance -but tell me why it's been gaining interest this whole time? and how when I had to do the payoff amount it included TODAY 'S interest. HOW? " they aren't accruing interest '' according to mohela or dept of ed. XXXX please never pay these people ever again
|
| 11/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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I have paid off all my federal student loans in full. According to the Administrative Forbearance ( Payment Pause ), I am able to get some of my payments refunded that were made on/after XX/XX/XXXX. I selected 3 payments from my payment history made after XX/XX/XXXX that I wanted a refund for. The 3 payments, amounts, and their effective dates are listed below.
XXXX. XX/XX/XXXX, {$3200.00} XXXX. XX/XX/XXXX, {$3200.00} XXXX. XX/XX/XXXX, {$3700.00} XXXX : {$10000.00} I called Mohela on XX/XX/XXXX and requested a refund for those XXXX payments that were made after XX/XX/XXXX. I was on hold for about XXXX hours and the lady I spoke to assured me that the refunds were submitted. In addition, she said my refund will be processed in 60 days and the balance would update on my Mohela homepage.
After about 30 days, I called Mohela back and spoke to another customer service agent to make sure my refund payments were processing. She told me that they were and to wait out the full 60 days.
It has now been 60 days and I have not received any refund or had any loans reinstated on Mohela. I have tried to call Mohela and their customer service wait times are insanely long where no one picks up. I have also tried to email them and no response from that as well.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela misapplied my XX/XX/XXXX payment and issued me a past due notice in error.
I have 12 federal student loans. For my XX/XX/XXXX payment, it did not apply the fully monthly payment to one of my loans, instead applying it to 3 other loans.
On XX/XX/XXXX, I called and wrote Mohela about this discrepancy. I asked them to apply the correct monthly payments to each of my loans as I had authorized when I enrolled in auto debit. While they fixed the problem with this loan in question, Mohela then XXXX out my payments for eight other loans and applied it to just three loans for my XXXX payment. It now shows that I am past due despite having paid my monthly payment in full.
I called again on XX/XX/XXXX, the Mohela representative I spoke with told me they were going to fix the problem on their end but gave me no estimate of how long it would take. To fix the problem going forward, Mohela had me cancel my auto debit and told me to re-enroll in order to benefit from the .25 % in interest savings. As of XX/XX/XXXX, it still shows that I am past due with incorrect amounts owed for next invoice due on XX/XX/XXXX.
I am specifically asking the Department of Education to put me on administrative forbearance so that I am not penalized for their errors.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I previously submitted a complaint about MOHELA through the Consumer Financial Protection Bureau ( CFPB ) regarding my monthly payments under my Income Contingent Repayment ( ICR ) Plan. MOHELA 's response indicates that they did not read my complaint thoroughly and based their answer on an incorrect assumption.
I would like MOHELA to read this new complaint very carefully. I want my monthly payments to be prorated based on the total amount of federal student loan debt both my wife and I have.
The Department of Education states : " So, any time we use a joint income to calculate your payment amount, we will also take into account any federal student loan debt your spouse has. We will then prorate your payment based on your share of your and your spouse 's combined federal student loan debt. And for the record, your spouse doesn't need to be repaying his or her federal student loans under the same repayment plan as you or even under an income-driven repayment plan. '' If you read further in the article and the XXXX attached, it shows how to calculate the monthly payments WITHOUT including my wife 's loans in the ICR Plan.
Link to Dept of Education article : https : //www.ed.gov/content/something-borrowed-how-marriage-impacts-your-student-loans
|
| 10/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
Mohela processed my PSLF application and forgave a large portion of the loans, but not the final amounts {$2600.00} and {$2400.00}. They finally sent me a letter on XX/XX/XXXXXXXX stating that I had met all requirements of the PSLF program and the loans would be forgiven, but those final two amounts still have not been forgiven. I emailed them on XX/XX/XXXXXXXX about why the loans were still not fully discharged and they told me that even though I had made 174 payments and only 120 were required, they still hadn't completed their review and I would need to allow the review to complete as more months might be added ( even though I had already made 54 more qualifying payment than were required for forgiveness ). I contacted them again about the same issue on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On the last two emails I mentioned that the loans were showing in repayment status even though they were supposed to be forgiven. They did not reply. I now have a bill for {$300.00} due on XX/XX/XXXXXXXX for loans that are supposed to be forgiven. Also, when I originally applied for PSLF, I checked the box on the form that stated I believed I had made enough payments to qualify and wanted my loans to be in forbearance until the PSLF review had completed.
|
| 06/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA ( a Federal Student Loan servicer ) stole {$4500.00} from a payment I made and scheduled on XX/XX/2023. A payment information below was receipted and acknowledged with : - Confirmation number of XXXX - Payment Amount : {$9500.00} - Payment Effective Date : XX/XX/2023 Then, the above confirmation number was deleted when I checked my account online last Sunday ( XX/XX/2023 ) evening with a payment being shorted in the amount of {$4500.00}. Now, a remaining student loan balance is being reflected inaccurately as {$19000.00} instead of {$15000.00} being the correct amount.
I have reached to MOHELA directly twice since last Monday ( XX/XX/2023 ) with issue still being unresolved at this time.
I literally upset that MOHELA did this to a student who has been abiding by law and policies with no late payments ever in the past. MOHELA needs to stop stealing money from students of the United States of America. One bad actor/actress/employee really ruin the reputation of MOHELA this time. MOHELA needs to step up in finding those who are responsible in stealing student 's payments money.
MOHELA changed a payment amount received from {$9500.00} to {$5000.00} last Sunday ( XX/XX/2023 ) by stealing my own student loan payment in the amount of {$4500.00}.
|
| 10/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have consolidated my student loans with Mohela based on the directions to qualify for the Public Service Loan Forgiveness program. I submitted my paperwork on XX/XX/XXXX and did not hear from the company until today, XX/XX/XXXX. I have documents showing that I have made enough of the qualifying eligible payments but the letter states I only have XXXX payments to count. I have tried calling on several dates and have been on hold for over two hours. Today, XX/XX/XXXX, I tried to click ANY option to speak with a representative and the voice recording states they can not take my call because the high call volume. They direct me to their website. I have logged in to their website and messaged them with questions on XXXX dates. The dates are : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I have not gotten a response from the company for any of the messages.
I am not able to get any information on how to better submit documents for my verification of my previous payments and I am very concerned that Mohela is dragging their feet and lacking in customer service in order to keep my loans. This company has been granted the PRIVILEGE of holding ALL student loans for PSLF individuals. They are becoming the XXXX barons of the 21st Century and should be held accountable.
|
| 11/23/2023 |
Yes |
- Debt collection
- I do not know
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
I am writing to request the immediate correction of inaccurate information on my credit report, specifically pertaining to late payments on my account. I have recently spoken with a representative from the bank, and they have acknowledged the error and agreed to update their records upon receipt of a goodwill letter which was sent last XX/XX/23.
The bank indicated that once a XXXX letter is submitted, they will take the necessary steps to update their records and correct the inaccuracies related to late payments on my account. The representative assured me that they are committed to rectifying this error promptly.
I kindly request that you cooperate with the bank in this matter and promptly update the information on my credit report to reflect the corrected status of my account.
XXXX XXXX XXXX XXXX XXXXThose payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history.
XXXX XXXX XXXX XXXX XXXXThose payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history.
XXXX XXXX XXXX XXXX XXXXThose payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history.
|
| 03/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My previous loan servicer verified that my employment at XXXX XXXX applied to my PSLF. However, this loan servicer, Mohela, is now stating that they have that on hold. My loan was just recently transferred to Mohela. I have been on the phone for over 2 hours, and I have been hung up on by the supervisor, who was to call me back. However, the supervisor never called me back. It is clear that they do not want to assist me. I am not sure why my student loan was transferred to them. I never had any issues with my previous loan servicer. Moehla does not have the right to reassess a finding of PSLF forgiveness qualification. It seems like a conflict of interest for them to be managing my loan, as they are the ones who are suing to stop the debt forgiveness given that they want loans to continue thereby allowing them to collect the high interest rates that make paying these loans almost impossible based on the low salaries we are paid at non-profits. See https : XXXX I am very upset at having to rehash something that was already settled. Being in this PSLF and having to work for 10 years for no money is already tantamount to indentured servitude. Must I also be harassed and stressed out having to argue about documentation already provided and approved.
|
| 04/10/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
|
|
I have worked in the public sector for over 15 years. I graduated from school in XX/XX/XXXX, and have been paying on my loans since then. In XX/XX/XXXX, I knew about loan forgiveness for public sector employees. I contacted my loan proceeded in XX/XX/XXXX and asked what I needed to do to qualify for the loan forgiveness. At that time, I was set up on an automatic withdrawal to pay the amount every month at about {$350.00}. I have not missed a payment since XX/XX/XXXX. In XX/XX/XXXX, my loan was taken over by Mohela. I left everything the same, even though my principle ( which had doubled to {$42000.00} ) was not decreasing. Today, I talked to Mohela about getting that loan forgiveness, and they told me that I was enrolled in extended payment ( with am expect repayment date in XX/XX/XXXX which is 35 years after taking our the loan ), and extended payment doesnt qualify for forgiveness. I have been paying on time for 9 years, with the principle of the lon not decreasing. When I talked to a supervisor about this, they told me they were sorry and that the extended loan repayment was to help consumers. How can they even try to say that? I will also be writing my senator and congress representative about their predatory practices. This is disgusting!
|
| 07/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
Filed for XXXX in XX/XX/XXXX. My student loan was consolidated and transferred to Mohela in XX/XX/XXXX ( processed in XXXX ). I currently have 89 payments confirmed that qualify for the XXXX ( from XX/XX/XXXX to XX/XX/XXXX ). I have contacted Mohela ( XX/XX/XXXX ) to see why the rest of my loan payments from XXXX and XXXX have not been applied, they said they did not receive information from XXXX XXXX. I contacted XXXX XXXX ( XX/XX/XXXX ) and they said they sent information and Mohela has information. I contacted XXXX and they are sending my records ( did in XXXX, but called XX/XX/XXXX and they are resending to me ). I made a complaint with XXXX XXXX to inquire why my loans are not coming thru to be counted as I have been employed with an approved employer since XX/XX/XXXX. Each time I call either servicer they give the standard it takes time. We are approaching a year. No one seems to know who is responsible or how to obtain the records. Each time I call or try and contact them it is a 30 to 1 wait with no help. I want to know that they have the information and timeline for processing ( reasonable timeline ). I will have made 10 years of payments plus over that which should be refunded to me and I know there will be issue with that as well.
|
| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/XXXX, my federal loans were transferred from XXXX XXXX to MOHELA.
The letter from MOHELA related to this transfer was just sent to me yesterday ( XX/XX/XXXX ).
At the time my loans were transferred, there was a pending XXXX XXXX XXXX XXXX XXXX XXXX ) form that I submitted, demonstrating that I completed by 120-month payments to my federal loans.
When asking MOHELA for an update on XX/XX/XXXX, they provided me with a generate message, informing me of the XXXX program. I replied stating that this generate message was unacceptable. They also informed me that processing of the XXXX form would take 90 days.
MOHELA replied again on XX/XX/XXXX, stating that my " employment has been certified through XX/XX/XXXX. Our next step will be to verify qualifying payments and apply the new rules according to the XXXX XXXX XXXX. '' It's been over 4 months, 26 days since my loans from XXXX XXXX were transferred to MOHELA, and I have not received a sufficient update from them regarding the processing of my XXXX form/student loan forgiveness. While I understand that the transfer of loans creates new administrative hurdles, MOHELA 's customer service capabilities are far limited to that of XXXX XXXX as far as getting updates regarding processing.
|
| 03/20/2019 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Rating decision from the Veterans Administration dated XX/XX/XXXX showing that I was granted XXXX and XXXX disabled on XX/XX/XXXX. However between the 2 periods stated above I had a XXXX Loan coming due for my Parent Plus Loan for XXXX XXXX for XXXX College in ( VA ) and XXXX College in ( XXXX VA ). Keep in mind when I refinanced the XXXX Loan with XXXX XXXX I had no idea that I was being found XXXX and XXXX Disabled. One I found out I went to XXXX and asked for a discharge of the loan bases on the XXXX and XXXX decision. They told me that they would put me on a year forbearance while looking into the matter. Well not only did they charge me over {$4000.00} in interest, but they said I was denied due to my income which they never asked me for until after the year of forbearance, so they could had saved me money right off the bat with asking for income info! And they said that I am not XXXX. Well they do not know of any of my XXXX that are XXXX me at times and will continue to worsen the older I get. I am being penalized for not seeing in the past and that I would be awarded the Permanent and Total decision. I would had never refinanced with XXXX if I knew what XXXX would do for discharging the loans. This loan repayment will be a hardship.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My current student loan servicer is MOHELA. I received an email from MOHELA on XX/XX/2023 that instructed me to call in to discuss available options to bring my account current. Since that time I have called MOHELA several times, including 3 times on XX/XX/2023 and once on XX/XX/2023. Between these phone calls I have been placed on hold for over XXXX hours and each call resulted in the line being disconnected rather speaking to a representative. Their automated phone service says that I can arrange to get a call back rather than waiting on the line, but I tried this several times and never received a call back. I also tried to call MOHELA earlier than that, on XX/XX/2023, which was not successful after I was told the hold wait time would be over XXXX hours. I find this to be an outrageous use of my time. I work full time and the time I can not afford to be on hold for over XXXX hours. It was MOHELA who instructed me to call them, and yet they do not appear to answer phone calls. They also provide no email address for communications. They are telling me they are sending debt collectors but I have had no opportunity to speak with someone about my issue ( which, on a separate note, appears to be that the payment was sent to the wrong account )
|
| 01/20/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
The total amounts of student loans outstanding are incorrect, partially not issued to me, and interest rate calculations are incorrect based upon status of loans at various points in time since XXXX. Please see attachments for details and explanations, dates, amounts, etc. Thank you, XXXX XXXX Direct Dispute In partnership with Submission PendingSubmitted to XXXXUnder InvestigationCompleted XX/XX/XXXXXX/XX/XXXX Estimated Completion Date Status Details XXXX received your request on XX/XX/XXXX and they are currently processing it. XXXX normally responds to dispute requests within 30 days, and often within 7-10 days. When the investigation is completed, we will provide you with a response and/or a copy of your updated credit report to notify you of the results.
If you have specific questions regarding your dispute request or need to submit additional information, please contact XXXX using the address shown below. When contacting XXXX, provide your current file number : XXXX.
Mail : XXXX XXXX XXXX. XXXX XXXX XXXX, PA XXXX Phone : XXXX Monday - Friday Hours : XXXX XXXX XXXX XXXX EST Closed on major U.S. holidays MOHELA/XXXXReported on XX/XX/XXXX {$11000.00} Dispute Reason Ownership : The creditor agreed to remove my liability on this account.
|
| 09/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX I submitted my income certification for an income driven repayment plan on studentaid.gov. This has resulted in a significant increase in my monthly payment to about {$1200.00}. I recently learned that I did not need to do this. In fact, no one needs to certify their income until about XX/XX/XXXX. When I did the certification there was no mention of this anywhere on the studentaid.gov website or Mohela. I also did not get prevented from doing this ( or receive any alerts during the process ) even though it was obviously not in my best interest. Had I known I did not need to certify, I obviously would not have. I called Mohela and requested that they remove the certification and use the prior one on file before the payment pause to recalculate my payment and they refused. It seems unfair that they will force me to use the certification although it is not mandatory to do so until XX/XX/XXXX. I've read online that it is definitely possible to rescind the income certification ( Mohela has done this for other customers ) so they were a bit untruthful about not being able to do so. Can you please help me with this? This payment is very burdensome and I should also get to go without certification until XX/XX/XXXX as everyone else.
|
| 04/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
My Direct Loans were transferred to MOHELA in order for them to facilitate my Public Student Loan Forgiveness. I have well over XXXX payments, and was told my loans would be forgiven. MOHELA removed a portion of my loans, but not all. The only reason I have been given for not having all my loans forgiven is that I am responsible for the loan co-borrower 's amount. However, the co-borrower 's loans were all discharged due to Permanent and Total XXXX, and Federal Student Aid has said the only loans remaining are mine and that the remainder should be forgiven. In addition to this, as far as I can tell, my IBR recertification is due very soon, but I don't know if I need to submit anything or not because of the student loan pause or ( better yet ) my account is completely forgiven. I've tried to explain this to MOHELA and get this resolved and my questions answered, but most of the times I've tried to communicate with them I just get a scripted response telling me to call them. However, I can never reach a live representative by telephone. In addition, it is difficult for me to communicate verbally and I have requested written communication, but MOHELA has disregard my request and continues sending scripted responses telling me to call them.
|
| 03/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
This is my third time submitting this follow-up. Mohelas response to my first CFPB request did not answer all my questions. I submitted a second complaint so that I could receive answers to the questions that Mohela chose not to address in their first response. However, that request was not completed. As mentioned in my first complaint, I have called Mohela ( calls are recorded as necessary ) and I received multiple different answers from multiple people. I would like a written response on why interest was added to my account, despite having 0 % interest right now. I have paid all my bills on time before the student loan pause and there was no interest accruing during that time. As mentioned in my original complaint, one person from Mohela ( via documented phone call ) has claimed this is interest that I accrued during the pandemic, another has said Mohela is charging me for requesting the refund, and a third said they don't even know. I would like a clear, written response to this request. Im not sure why my second request to clarify this issue was denied and not processed. It does not even appear in my CFPB dashboard of requests anymore. This is my third request. The first complaint number is XXXX. The second complaint number is XXXX.
|
| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
When I consolidated with Mohela, I had over XXXX payments with fedloan on several of my loans. I was told if I consolidate that would allow my overall account to take the highest number of payment received. I have had several months after that which would put me over XXXX payments which is the requirement for the loan forgiveness program. Currently on my file, there are gaps in my payment history whereas on the XXXX it was pretty much up to date. I have worked for a federal agency since XXXX as federal employee but since XXXX as a XXXX for XXXX but it shows a different company for a period of time XXXX to XXXX. Then it shows XXXX to XXXX as a XXXX for XXXX XXXX and XXXX XXXX employee with various employment gaps. I have called several times and spoken to several persons at Mohela for assistance on being forgiven and/or up to date. I asked if I needed to send in another to make sure I am forgiven before XX/XX/XXXX although I should have only had two payments remain by XX/XX/XXXX if it was not counting the waiver. So my understanding is that they paid me over extra funds bc I paid during Covid and I asked them to keep it if I was missing any payments but they still paid me. I am just trying to ensure my account is accurate and up to date.
|
| 01/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am filing this complaint in response to the closed CFPB complaint # XXXX. This complaint was closed XX/XX/XXXX without resolving the issue for which I filed the concern.
Although my payment count updated to XXXX for my Direct Consolidation Loan disbursed XX/XX/XXXX, this count is not accurate. All of my employment certification is on file for the appropriate months from XX/XX/XXXX to XX/XX/XXXX. Mohela 's response states " The approved employment in the table above, compared with your eligible payment periods, yields a qualifying payment count of XXXX for your Direct Consolidation loan '' ; this is not an accurate count. There is no information currently reflected for the months of XXXX XX/XX/XXXX. As mentioned above, my employment has been certified for this timeframe. My payment tracker is therefore missing 26 qualifying months.
I am asking again for : 1. An accurate updated payment count. This count will reflect the missing months of XXXX XX/XX/XXXX.
2. Written Confirmation that I am at 120 payments, and the date/month that I reached 120 payments, making me eligible for forgiveness 3. Written confirmation, including the date, that my information has been sent to the Department of Education, initiating the forgiveness process
|
| 07/24/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I've attached a 2 page PDF because this issue has gone on for months.
In summary, Mohela promised me for months that I would be entitled to a 0 % interest benefit once I reached a XXXX XXXX. When that day came, however, they quickly denied the benefit. To date, I've received around 6 denials. I knew the basis for the first denial was improper right away, as soon as I pointed this out they gave me another basis. They told me a federal regulation disqualified me from the benefit.
I asked them what specific regulation or guidance they were relying on around 10 times and they refused to supply one, only ever giving a blanket denial and saying " a federal regulation ''. Finally, after I explained that I'm not only a XXXX, but also a XXXX, they put me in touch with a Director who told me all the previous denials were baseless.
If it was this hard for me to get the benefit I'm entitled to, I'm sure they have denied hundreds of other XXXX access by lying about federal laws they made up. One of the messages was from a supervisor who said I should have been denied from the beginning and the Veterans Liaison team had since been trained to do so. I'm pretty sure this is the basis for a class action lawsuit, if any other XXXX have been hurt.
|
| 03/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am enrolled in the XXXX XXXX XXXX XXXX program. For the past XXXX years I have been certifying my employment, annually, with my qualifying employer. As required by the XXXX program, I have now completed over XXXX months of work at my qualifying organization. My loan servicer, Mohela, has verified XXXX of those payments.
Now that I have literally only XXXX payments for them to verify, Mohela claims that it will take them well into the summer to verify these payments. I find this completely unacceptable, especially as Ive been diligently verifying these payments over the past XXXX years, being told each year that doing so would help my loan servicer process everything faster at the end.
Whats worse, because of the XXXX law, I have to stay employed at a qualifying organization not just while making the XXXX payments, but also until those payments are reviewed and forgiven. I am therefore completely at XXXX whim until they decide to review and process these XXXX simple payments, which as they claim could take well into the end of summer.
This timeline is ridiculous ; Mohela is putting my life, and the lives of thousands of others engaged in this process, in complete limbo, XXXX and waiting, hoping, for them to speed things along.
|
| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
MOHELA denied my request to continue on an Income Driven Repayment Plan ( IDR ) for my federal student loan, a requirement for the Public Service Loan Forgiveness program I am currently enrolled in. They sent me this denial at XXXX Central Standard Time , to which I jumped on the phone to call them about it at approximately XXXX, only 10 minutes after it was sent. The denial stated, to inquiry or fix the denial, you must call the number on the form, so I did. At present I am still on hold with them at XXXX, over 2 hours later, without having spoken to anyone except the person who transferred me in the first 5 minutes of the call. They take calls until XXXX this evening, but I fear my call will not be taken before they shut off. I can not spend 2+ hours of my day during the day or as I have seen some people say, up to 5 hours, waiting for someone at MOHELA to answer my call to fix my loan. If this issue isn't rectified, my PSLF will be in jeopardy and my payments, when they resume, will go up well beyond what I can afford to pay. This is not okay to do to people, especially when we had no choice in the loan service provider we were sent to for being enrolled in the PSLF program. This is not feasible for anyone and should be criminal.
|
| 10/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I received an email Tuesday, XX/XX/XXXX, XXXX stating : MOHELA recently sent you a bill for a XX/XX/2023 due date. Please note that you are not due for this payment. Payments on federal student loans resume in XX/XX/2023. If you have not made a payment for the bill, please disregard the bill. You are not due for a XX/XX/2023 payment.
If you made a payment, you can request that we refund it back to you or apply it toward your XXXX bill. The quickest way to submit your request is to log in and submit a Secure Message on mohela.com.
We apologize for any confusion this may have caused. If you have any other questions or concerns, please dont hesitate to contact us.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I have sent multiple messages about this before, but no response, after one month. I call MOHELA and wait for a representative for hours on end, only to be disconnected each time, in the end.
I would like the {$370.00} I paid in XXXX toward what I believed would be a mandatory XXXX bill, posted toward my XXXX bill, or another future bill. My XXXX bill was already taken out, due to Auto-Debit payments.
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/2023, my income driven repayment plan application was submitted indicating REPAYE as the repayment plan. It was not processed despite multiple attempts to contact Mohela. Mohela set my repayment amount to {$1600.00} EVERY MONTH. One of the supervisors submitted an additional request to review my case when I called in XXXX ( on XX/XX/2023 ). However, Mohela put me on the wrong repayment plan after all these months on XX/XX/2023. They put me on income-based plan instead of REPAYE ( federal government changed REPAYE to SAVE plan months ago and does not require additional paperwork for people who were on REPAYE in XXXX to be switched to SAVE ). I called Mohela several times to get this fixed and to be put on SAVE plan with no success. Additional review request was submitted on XX/XX/2023 by someone who I spoke with who said to wait 5-7 business days. It has been 2 weeks since. More phone calls with no success and here we are. It has been so many months since my application was submitted back in XXXX. Now my first payment is due and I am still not on the correct repayment plan. Please switch me from income based to SAVE.
This is a summary and does not contain additional details like being hung up on after 3-4 hour wait time.
|
| 04/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I originally submitted all necessary PLSF documents to my previous loan servicer, which were confirmed and then transferred to MOHELA. Prior to the XX/XX/XXXX deadline. After the deadline had passed, MOHELA notified me that they did not have any documentation and I must resubmit all application information. This was completed on or around XX/XX/XXXX, with confirmation of fax receipt received. However, MOHELA then rejected and canceled these documents, noting them as duplicate, despite informing me that the documents were never received. I did not receive this information until I personally checked in XX/XX/XXXX. I called to resolve this issue and MOHELA insisted I use the online portal to resubmit all documents for the third time. This was done. However, on XX/XX/XXXX, my application was again canceled and determined to be a duplicate. I called to have this issue resolved and was informed that my account was actually being worked on, but MOHELA was unable to provide any evidence of this. MOHELA then stated that my application was being worked on since XX/XX/XXXX, but then were unable to explain why I was told that all of my documents were missing. When I requested escalation, I was placed on hold, then the call was abruptly ended.
|
| 04/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I attended to for-profit colleges. I do not have a GED. I was falsely certified into both programs. When I try to finish my schoolwork in 2020 at the XXXX XXXX XXXX. I was told that I did not have a GED. I was not eligible to attend school in, although I had already attended schooling. I received my actual GED in 2020. I have over {$48000.00} worth of student loan debt that I can not use. I can not finish those classes or do anything about it except for have that much debt on my credit. This has caused me a great deal its financial stress in my life, as I can not even afford to buy a home due to the debt. I have had to file bankruptcy, which did not help with my student loans. All of the stress has caused me such a burden. I became suicidal last year, and Im struggling to stay on top of all of my bills with the way the economy is. I have tried to do everything right by enrolling in IT ours and I have applied for false certification forgiveness more times than I can count and was always told that the schools self certified me and that theres nothing I can do. I wasnt given an entrance exam on either schooling. I dont feel like this is fair as I have this debt. Now I cant even put towards something that would help me in the future.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I requested a refund for my XXXX payment from Mohela due to the amount ( {$710.00} ) being taken out on XX/XX/23. The refund was supposedly initiated. The representative I spoke to yesterday morning stated a refund was showed to have been issued on XX/XX/23, however, this payment was never received back into my checking account. I had automatic payments debit payments set up. I then asked the representative if she can tell where does the system reflect where my refund was sent to and she stated being unable to determine where this alleged refund was sent to. It is absolutely fraudulent to state in The Mohela system a refund had been issued to me, when in fact this is untrue and yet they are unable to verify where my refund was sent to. Also, a second {$710.00} payment was taken from my bank account on yesterday despite my current monthly payment being set to {$0.00}.
Mohela has stolen {$1400.00} from me and have not refunded me. This is absolutely unacceptable and unethical.
Please sent help have the government do an investigation on this loan servicing provider. Ive never had this issue with my previous loan servicing provider and had not missed payments. This is emotionally exhausting and causing me a lot of stress/anxiety.
|
| 08/16/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
I am writing to file a formal complaint against the Missouri Higher Education Loan Authority ( MOHELA ), alleging a violation of the Family Educational Rights and Privacy Act ( XXXX ), specifically under 20 U.S.C. 1232g ( B ).
I am concerned that MOHELA may have breached the privacy rights afforded to students and their families under XXXX by disclosing personally identifiable information without proper consent. As outlined in XXXX XXXX. XXXX ( B ), educational institutions and associated entities are required to obtain written consent before disclosing personally identifiable information from student education records.
I believe that MOHELA 's actions may have included unauthorized disclosure of information, which potentially violates the privacy protections outlined in 20 U.S.C. 1232g ( B ). This matter is of great concern, as it pertains to the privacy and security of sensitive educational and personal information.
I kindly request that the Consumer Financial Protection Bureau thoroughly investigate this alleged violation by MOHELA. If the investigation confirms that MOHELA has indeed violated the law, I urge the Bureau to take appropriate actions to ensure compliance and protect the rights of students and their families.
|
| 12/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I submitted my application for PSLF based on federal employment in XXXX 2022. I received a notice in the mail approximately XXXX 2022 stating that there was additional information required. Due to the length of time it took to receive the notification in the mail, it was outside of the window to provide an update, and required a new application, which I submitted via fax XX/XX/2022 and there was no response from MOHELA. A second application was submitted in XXXX 2022 via USPS mail service ; to date still no response. I checked their website and there has been no updates to my account since XX/XX/2022. I have no knowledge of the status of my application, or if it was even received. There is no response from MOHELA and attempted phone calls have been met with XXXX hours wait time and the inability to reach an actual human with whom I can speak. As the contracted provider for PSLF, the lack of communication and reporting of status if unacceptable. The deadline for submission has come and gone, and I have no idea if my application was even received in time based on the lack of updates from MOHELA. I need to know if my application was received and is being processed to have my loans transferred to MOHELA as the sole servicer for PSLF.
|
| 08/06/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
|
|
I have tried to get this resolved but it has caused delays so that I think my original complaint has not been answered. I want to know where the figures that XXXX is trying to ruin my credit came from. They only sent me a list of charges sent them, no explanation where they came from.
I received the amounts submitted to XXXX. But did not receive the paperwork that told me what each charge was from. How did they get these numbers that was sent to them. They also sent me a closed school form. I filled it out and got a response of no turned down. I am questioning where these figures came from because they are strange and my classes were not this much. XXXX courses x XXXX & XXXX pell grant do not add up to this. I want to know where these figures came from? Not just the amounts given to them which are wrong. The amounts and dates are not right.
I gave them all of my paperwork for XXXX for XXXX form I got turned down, because there was n't a review date and I did n't have a doctors note. I do n't have a review date because XXXX They need to get it broken down so I can see where these figures came from.The dates amounts do not make sense.
XXXX XXXX closed, I never got my degree, Was told they were closed for stealing student money.
|
| 11/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I made a request for refund of payments made during the pandemic due to personal financial need. The request was made on XX/XX/26. I was originally told I've have a refund 30-60 from when I made the request.
The complicating factor is that I'm requesting refunds for payments made to a previous servicer. Of which have all payment records for.
I've called recently a few times asking for an update and have received contradictory and/or misleading information. They say I need to wait another 90 days. And it's not clear to me what the hold up is - one rep mentioned the XXXX XXXX XXXX on a different call they said it was the department of treasury, on another call they mentioned it was delayed due to needing to get information from the previous servicer, and another rep said it's sitting in the mohela account department.
I've attempted to resolve this ( mainly just need realistic expectations for when the refund will be issued -- also CARES act probably didn't expect student servicers 3 months to process a simple request ) wait times to speak to a representative are 1+ hours. When asking to speak with a supervisor or anyone else who might know more information I've been sent to their end of call survey ( this happened 2x times )
|
| 01/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
For several years, I tried to work with the federal student loan servicer about the XXXX XXXX XXXX XXXX XXXX and how they handled my payments toward the XXXX needed for XXXX. The federal service loan company handed off the loans to Mohela just this fall XXXX. I filed a complaint asking for XXXX year of service in XXXX to XXXX in XXXX XXXX for the XXXX attorney to be counted. Mohela finally reflects this first year of service for XXXX XXXX and then proceeds to inaccurately reflect XXXX years and XXXX months of service for the XXXX XXXX XXXX of XXXX XXXX. I was instructed by the previous servicer to submit XXXX for XXXX and XXXX to show my service and since I was unable to get anything other than the XXXX 's to show my employment, to submit the XXXX 's which I did. For the years XX/XX/XXXX to XX/XX/XXXX, I also submitted the correct forms. Mohela misstated who I worked for ( saying it was the XXXX XXXX XXXX ) and then proceeded to ignore YEARS of service in their most recent correspondence. By my account, I have made at least XXXX nearing XXXX payments toward the XXXX. I need the CFPB to resolve this issue with Mohela for me and for all the other borrowers who face similar issues with Mohela and the XXXX XXXX XXXX XXXX program.
|
| 01/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I sent an application for Public Service Loan Forgiveness to the U.S. Department of Education, MOHELA, XXXX XXXX XXXX, XXXX, MO XXXX. Mohela received this application well before the XX/XX/2022 deadline. I have proof of delivery via a signed receipt.
I have provided Mohela with documentation of my eligibility through employment from four different employers. The first employer alone shows I have well over 10 years of qualified employment. The fourth employer, a hospital, stated to me that their policy requires employment verification through a third party. I submitted that documentation along with the application form and a note clearly stating " see attached '' for the fourth employer.
Mohela sent me a notice threatening to deny my application because the fourth employer did not fill out the form. They completely ignored the proof of employment from three employers. Mohela has these forms, and I know they do because I kept a copy of my application along with proof of delivery.
Mohela is not acting in good faith. They want to deny my application because of one technicality which is not even reasonable. They are trying to come up with any excuse they can to delay doing what the US Department of Education hired them to do.
|
| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My student loan was transferred to MOHELA after being serviced by another company for years. I had submitted my annual XXXX verification form right before I was transferred to this company and I wanted to know if it had actually been received in the transfer. It was urgent that I got this confirmed because of the limited waiver for XXXX which was expiring at the end of XXXX. During the span of a few weeks I tried unsuccessfully to contact MOHELA multiple ways, by submitting a form on their site, by emailing directly and by calling. The first XXXX times i called i waited on hold for over XXXX hours only to have the call dropped without ever speaking to someone. I was finally able to speak to someone after waiting for XXXX hours. And then the representative told me that the forms i had submitted months before were never received. By this point, this was days before the limited waiver was expiring and I rushed to get my employer to fill out the form a second time. I found out weeks later when my account was finally updated online that the representative i had spoken with was wrong, the first form was received, and my stress over this had been for nothing. I have still never received any reply to the written communication I sent.
|
| 01/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I received in the same day a denial saying that my PSLF discharge was denied because I was no longer employed by a government entity ( I am, and the form I submitted showed I still am employed. ) The SAME day I received the following message from MOHELA in writing that said " Thank you for contacting MOHELA, Congratulations! There is no further action that you need to take. We will notify you once the discharge is in process. Public Service Loan Forgiveness ( PSLF ) Discharges can take up to 90 business days from the notice to be complete. " When I called it took 10 times at least being on hold for hours and when I finally got through the girl was clueless and said she didn't know why my loan wasn't discharged and the denial " must have been a mistake '' and said it looked like I had done everything I need to do. When I hung up she resent a copy of the same denial. Their website currently has me with XXXX qualifying payments for pslf and they say on the phone and in writing that I've done everything I need to do, yet they STILL show a balance due and are still reporting this balance on my credit report. I can get NOBODY on the phone who can tell me why my loan hasn't been discharged and my credit is being negatively affected.
|
| 10/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
Servicemember |
|
I was making payments on my student loans through an income based repayment plan when I returned to graduate school in XXXX. I was placed in an " in-school deferment '' without consent. When I called to inquire, I was told this was a mandatory process and that I " could make payments but why would you? '' I was young and did not understand, so I trusted the rep. My loans changed hands so many times, it was impossible to argue the situation. I finished my degree in the summer of XXXX and was still stuck in that forbearance until XXXX of XXXX. The hassle of getting out of deferment was more complicated and I left it alone. A few years after graduating, I went back to school in XXXX and again my loans were put into an " in school deferment '' during the COVID-19 pandemic. The loans again changed hands before I could resolve the issue. As a result, I do not get credit toward Public Service Loan Forgiveness for months that forbearance was forced upon me without my consent. Because my loans have changed hands so often, I can not even remember who had my loans at each point in time. I know I have had loans through XXXX XXXX, XXXX, XXXX, and more. They are now owned by Mohela since I am working toward Public Service Loan Forgiveness.
|
| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello, This morning ( XX/XX/XXXX ) I called Mohela to understand how any qualifying payments I have made to my student loans. I was told I have 21 years remaining ( having entered into repayment status on XX/XX/XXXX ) and have been in forbarence for all of those years, despite making payments. I strongly believe there is a discrepancy. I do not believe I have 21 years remaining and do not believe I have been in forbarence for the majority of the time. The representative transfered me to another representative who said I have 16 years remaining. I am unsure about this number as well.
I am unable to get an answer on how many qualifying payments I've made, what changes to forbarence will be applied, and when my last payment would be made. I have also followed up with an email.
My call was dropped when they went to transfer me to yet another representative and I did not receive a call back.
Could you please assist with this discrepancy?
Also, in order to change to the REPAYE program, I was told I had to make a one time payment of around {$1000.00}, which I did during COVID. I am now reading that perhaps this was not required and I should not have had to pay to move to a different repayment plan. Could you please advise?
|
| 06/23/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I applied for a school housing at XXXX XXXX XXXX XXXX XXXX, before the school year even started. im talking months. I sent the housing and the school a withdraw letter signed & dated on why i cant further my education with them this semester, i never signed a lease i never ever consented the apartments to charge me for the months that i didnt attend. Because i let them know i wasnt gon na attend. I never sent them signed documents saying i was going to stay at these housing apartments and after many times of them trying to get me to sign i told them over and over that i would not be attending the school so i dont need to sign. I have proof of them sending the lease through email and me NEVER opening them. More then 5 times. I check my score today & & some how it got sent to collections on a XXXX dollar payment that i never agreed to pay or never made a single payment towards and never signed the lease, i filed a dispute and got rejected for an apartment I NEVER stepped foot in. I dont wan na take this bigger then lawyers & & attorneys but i need further assistance on this terribly wrong error, but something needs to be fixed because that is fraud for charging someone for an apartment they never signed a lease for.
XXXX XXXX
|
| 10/27/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
|
|
MOHELA Student Loan Servicing https : //www.mohela.com/ I completed the PSLF program and they set my balance to {$0.00}.
They stopped reporting to the credit bureaus after the balance was paid and are not properly showing my credit history.
The student loan debt still shows up on all 3 credit reports as an amount due.
This affects my ability to qualify for credit and loans because they assume I have a payment of 1 % monthly on the original balance before the discharge.
I received a letter from MOHELA dated XXXX XXXX XXXX that the loan balance had been forgiven through some other means besides my 10 years of PSLF payments.
This forgiveness is stated as effective as of XX/XX/XXXX and here we are in XX/XX/XXXX and the debt is still not paid according to the credit Bureaus.
I find their actions purposeful harassing and against Fair Credit Reporting.
And the discharge should be backdated to either XX/XX/XXXX ( or earlier ) or XX/XX/XXXX.
And they have no place in their online messages system to send them a message.
Also calling them on the phone is a forever on hold, I have not been able to get anyone on the phone to complain about this issue.
I did my 10 years of PSLF and still dealing with this kind of corruption!
|
| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
I applied for the SAVE program and was granted a reprieve from paying my loan for one year. However, all of the emails and advertising says that your payments will be {$0.00} and while they are, interest continues to accrue at my previous interest levels. So, if I don't pay anything I will rack up thousands of dollars in interest over the course of the year only digging myself further into a hole when I'm already in a hole as my acceptance to the SAVE program can attest. When I try to contact Mohela about the interest accrual, you can't actually talk to anyone. You can't email, the system will send you to FAQs pages and if you try to call them you'll be on hold for hours which just isn't feasible. They are not meeting their contractual obligations with the DOE and the SAVE program is preying upon the most vulnerable of borrowers setting them up for financial ruin by saying they don't have to pay anything when in fact they are accruing massive amounts of interest and will be in severe financial distress if they pay {$0.00} for the next year. When I attempted to pay my interest on XXXX Mohela put it towards principal, so I still accrued more interest which then gets added to my principal and I'm stuck in a never ending loop.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am using MOHELA as my student loans servicer and have enrolled in the PSLF program. I made all required payments on time and in full for over 10 years qualifying me for loan forgiveness. After submitting the necessary paperwork to have my loans forgiven it took 6 months to hear back, even though I was told 90 days max. After numerous calls to customer service that kept me on hold for hours I was told everything looked acceptable, but they were waiting on the Federal Government to approve it. Today I received notice that I was denied because I needed to make 120 payments, but also that I had already made 130 qualifying payments. Of those 130, 124 were eligible. No further explanation as to why I was denied and can not seem to reach a helpful or knowledgeable representative. It appears I am one of the many many people mislead and mistreated by this servicer and/or program. I work as a qualified employer of the public sector on the XXXX of XXXX, NY XXXX XXXX and have dutifully held up my end of the agreement. It has been over 10 years and I still have to make payments on my loans that should be forgiven. None of these extra payments are reimbursed if I should ever get this program to effectively forgive my loans as promised.
|
| 11/08/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
In XXXX XXXX I rec 'd a forgiveness letter and a XXXX balance of account, as well.
When I called in XX/XX/XXXX to follow up on those letters, I was told by the Customer Service Rep, the credit reporting agencies will be notified within 60 days from that forgiveness letter dated XXXX XXXX XXXX.
As of today, XXXX, XXXX and XXXX still have open status for MOHELA and a balance owe {$6900.00}.
I contacted the reporting agency 's, they say that they confirmed information with MOHELA but change nothing on my credit report. I gave them the forgiveness letter and the XXXX balance letter and didn't change my balance to zero or change the account to close.
However, XXXX did provide me with the information to contact your office for help.
If your system allows, I send you all documents to proof. I will be send you front and back for the forgiveness letter dated XXXX XXXX Balance Account from MOHELA ; dated XXXX and additional document dated XXXX directly from my know open, MOHELA account website to show a they have my account listed as PAST DUE AMOUNT XXXX.
MOHELA was already paid from XXXX XXXX, this is reason why I rec 'd the letter from the servicer in the first place.
I will like this matter to be looked into asap.
|
| 11/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
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Mohela is my loan servicer. I'm in the middle of a PSLF application and a consolidation. I have had my loans in forbearance and deferment. One day ago, I noticed my credit score dropped XXXX points because Mohela mistakenly did not apply my forbearance and deferment. I'm not quite sure what happened. When I try to call them, I am on the phone hours at a time and I'm always transferred to a supervisor or account resolution specialist that does not exist. I have been on the phone waiting for someone for two- and three-hour intervals listening to their awful music. I can't believe that this is how a company operates. It is unbelievable that the person I need to resolve this situation is hours away. I want to speak to someone to solve my problem. These companies buy and sell my debt like it's some kind of asset for them. They can destroy your credit and create a situation where you can lose your job if you have security clearance. It is one of the worst customer service situations I have ever had to deal with. I want to speak with a customer service person who can correct my credit report without having to wait four hours on hold. No one is that busy, but I do believe they very inept and in charge of more than they can handle.
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| 11/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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On XX/XX/XXXX I inquired with Mohela regarding refunding payments made during the payment pause for COVID-19. I received an automated response stating that the request for refunds had been submitted and there was nothing I needed to do. I subsequently called Mohela a few days later and spoke with someone who told me there would be 2 refunds : one for payments made directly to Mohela and the other for payments made to XXXX during the period of XX/XX/XXXX to XX/XX/XXXX. I received the refund from the payments to Mohela on XX/XX/XXXX, but was told that the XXXX refund could take 90 days. After 90 days passed I subsequently called again in Late XXXX/Early XXXX to ask for a status of that refund. I was told they accidentally closed out the refund request and would re-open it. I messaged them again on XX/XX/XXXX and again XX/XX/XXXX with no response. Today I called ( XX/XX/XXXX ) and was told my refund request was cancelled as it passed a date of XX/XX/XXXX. Even though my original message and request was in XXXX I am now being unfairly treated for money that was overpaid during a very hard financial time seeing prices increase for everything. Now I am struggling trying to make ends meet while counting on receiving this refund.
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| 07/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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I'm a XXXX who is trying to apply for a PSLF student loan forgiveness. I've worked over 15 years in my district. I have had several loan servicers over the course of my consolidated loans. The current one, Moleha, was assigned to me this XXXX. They only have record of me paying payments since XX/XX/XXXX. I've always paid my loans; never late or defaulted. Now, the problem is XXXX and XXXX, my previous servicers, never sent any of the previous payment info out to Mohela. I do have some billing statements from XXXX proving payment over a period of roughly 2 years. I also have bank statements. None of this information is available to the new servicer and they won't accept it as proof. XXXX is out of business and XXXX is saying there is nothing they can do.
I qualify for this loan forgiveness. I've made payments over many years since the program started in XXXX. I was in the wrong payment plan and like many, didn't find this out until XXXX. The XXXX have a limited time waiver for people like me. But how can I prove and get credit for my payments when the XXXX don't know anything, the servicers are out of business to provide the proof and all I have is a few years worth of records.
I keep getting the run around on this.
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| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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" Thank you for submitting your XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. You are not eligible yet, as you have not yet made the required XXXX qualifying payments necessary to be eligible for XXXX. To qualify for XXXX, you must make XXXX qualifying payments. In addition to making XXXX qualifying payments, you must also be working full-time for a qualifying employer at the time you apply for and receive forgiveness under XXXX. XXXX This is the email I received. I just consolidated my loans from XXXX XXXX Mohela and applied for XXXX. When I did this, I made copies of all of my payments ( more than XXXX ) to XXXX and re-applied for XXXX. I am also working full time at a qualifying employer. Once XXXX loans were consolidated to Mohela, it says I don't owe anything now because I am in a forbearance. I don't remember requesting this and I CAN NOT get ahold of anyone to discuss. The prompts on their phone line will not let you speak to an agent and do not answer the questions I have. I have tried calling, emailing and can not get service. I have waited on the phone for hours and tried the call back option but never receive a call back.
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| 01/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I have a Spousal Consolidation Loan that was serviced by XXXX for over a decade where I applied for the XXXX under the limited waiver. Until last week, I did not receive any information about my application until I submitted a CFPB complaint asking for a status of the loan. I'm a co-signer on the loan. This should not limit XXXX forgiveness because the XXXX of the United States signed a law that allows for these loans to be split and also forgiven under the XXXX program. XXXX did not forgive my portion of the spousal consolidation loan and instead stated that the loan was transferred to a new servicer, XXXX in early XXXX. When I contacted XXXX, the new servicer, the company ( XXXX ) stated that MOHELA XXXX XXXX. The primary signer on the loan and I divorced in XXXX, XXXX. I want the loan separated back out according to the law that the XXXX signed last fall. I also want my portion of the loan forgiven through the XXXX program since I have met all the requirements for this. I have been serving in the XXXX XXXX since XXXX of XXXX and have applied several times for forgiveness through this program. I'm also ONLY concerned about the spousal consolidation loan for the program ( not my graduate loans that are zeroed out ).
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| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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XX/XX/XXXX Contacted Mohela, asked to be placed on XXXX as soon as plan was unveiled, submitted income certification. I had previously been on XXXX for my XXXX loans, and graduated from XXXX school during COVID pause so my XXXX loans were on LEVEL, thus they changed ALL of my loans to XXXX XXXX Payment on website updated from XXXX to XXXX, {$250.00}.
~ XXXX Payment on website changed back to XXXX, {$1300.00} ... this should not have happened and I have no idea why it did.
XX/XX/XXXX Contacted Mohela, told them I can not make that payment, place me on XXXX. They said they could see the error on their end and they would expedite getting it fixed. I said if it does not get expedited on time place me on ADMINISTRATIVE FORBEARANCE. This was communicated THREE TIMES over the course of the phone call. They obliged and said they would accommodate my requests.
XX/XX/XXXX I didn't see any changes during this time on my account so I contacted Mohela, they told me administrative forbearance was never placed. I told them I had asked 3 times to be put on it on XX/XX/XXXX. They initiated forbearance but told me it was too late for it to be applied to my payment due XX/XX/XXXX.
XX/XX/XXXX {$1300.00} taken from my account
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| 12/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
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Web |
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In XX/XX/2023 I applied for IDR plan which I qualify for through students.gov. They used irs data retrieval tool to get tax information and submitted all necessary documentation to Mohela. My IDR application was denied due to needing additional income information that was already provided by students.gov.I submitted another application. The next day I contacted Mohela and verified income and submitted another application for IDR for the third time. Upon looking on Mohela.com both applications showed canceled status on XX/XX/23 XX/XX/23. I called again on XX/XX/23 due receiving a letter stating my obligation for payment by XX/XX/23 which was different from student aid that quoted XX/XX/23. I contacted Mohela again where I spoke with supervisor shy who resubmitted application and stated it was not processed correctly she quoted 1-2 days for processing and new IDR information. I asked for something in writing stating this she stated a letter would be mailed in 5-7 days. Upon calling today to verify whats going on with my account a new trainee XXXX stated that it would take 5-7 days to process. This is insured I have been waiting since XX/XX/23. This can affect my credit negatively and this entity has not clear answers.
|
| 01/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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-Submitted for XXXX XX/XX/XXXX with XXXX XXXX was moved to MOHELA XX/XX/XXXX -MOHELA still has not processed for the years XXXX -Had a full application with signatures and dates, but required an updated employment verification for current job, sent on XX/XX/XXXX -Notified today XX/XX/XXXX that signatures were missing on forms. No signatures were missing.-Contacted them XX/XX/XXXX they said the entire application needed to be resubmitted and showed they had no other forms from me.
-Notification while on hold with MOHELA says they will only process applications submitted by to XX/XX/XXXX. It appears resubmitting will be outside the window and cause the application to be denied.
-Contacted MOHELA numerous times to get clarification, told multiple times it would be another 90 days. It has been 1 year and 2 months trying to get them to count the payments. My wife submitted her application at the same date and time and her application was processed by XXXX and forgiven in XXXX of XXXX.
-MOHELA was contacted on XXXX XXXX XXXX XXXX XXXX and multiple times on XX/XX/XXXX -How do I get them to count my payments on my original application before the window closes on the XXXX? This process has so far taken over 14 months.
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| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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On XX/XX/23, Mohela sent me a letter which stated that in light of my recent Public Service Loan Forgiveness certification, I had been placed in an administrative forbearance until XX/XX/23.
I operated in reliance on that letter.
Well over a month before that forbearance period had ended, Mohela sent me a notice that I have a past due payment and now owe {$730.00}.
I have requested that Mohela take immediate action to rectify this erroneous billing practice and to ensure that my credit has not been negatively impacted.
It is unacceptable that payments were assessed during a Department-mandated forbearance period which are now being characterized as overdue and potentially impacting my credit.
This strikes me an attempt to intimidate borrowers into making payments to which Mohela is not legally entitled ( due to the forbearance ordered by the Department ). In my view, this billing practice constitutes fraud on the part of the servicer, which warrants legal action. I suspect that this practice is being used on a systemic level against all PSLF applicants.
The Bureau must take action to address this and to ensure that Mohela is not engaging in fraudulent billing practices as it relates to PSLF applicants.
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| 07/11/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am a XXXX XXXX XXXX XXXX XXXX XXXX and at this time believe I qualify for Public Service Loan Forgiveness . I believe 120 qualifying payments have been made. I submitted my application for public service loan forgiveness in XXXX and waited 3 months for a response from XXXX XXXX. After waiting 3 months, I was told that my application did not qualify because I was not employed full time. I have been employed full time/40 hours at a not-for profit organization since XXXX. When I spoke with Fed loans, the customer service rep looked at my application and saw that I checked off full time but thought the " 40 hours/week '' looked possibly like " 10 hours '' due to the way it was scanned into their system. I was told the only way to resolve this was to re-submit an application and wait the additional 3+ months for processing. In my opinion it looks like " 40 hours '' not " 10 hours '' but nevertheless I have submitted another application. I would like for my application to be prioritized for review as it appears XXXX XXXXXXXX mis-read my original application. I do not think it is reasonable to make me wait another 3+ months for application to be reviewed and loan to be discharged as I have made all qualifying payments.
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| 11/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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.
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| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I filled out 3 Public Service Loan Forgiveness forms ( PSLF ) in XXXX of XXXX. To date, only one of them has been processed and certified. The other two are still pending. It has been 15 months.
A timeline : XX/XX/XXXX Consolidated loans, loan servicer was XXXX XXXX XX/XX/XXXX Submitted 3 PSLF forms for 3 employers spanning the last 14 years XX/XX/XXXX One PSLF form was certified and approved XX/XX/XXXX Loans were transferred to Mohela Here is what I have tried...
1. Multiple chat and phone conversations first with XXXX XXXX, then with Mohela. They do not have any answers as to why these forms have not been processed. They claim that they are waiting on Federal student aid.
XXXX. Submitted complaints on the Federal Student Aid website. The first complaint was made in the spring of XXXX and closed automatically when the loan transferred to Mohela. The second complaint was made in XXXX of XXXX, and we have received no response.
My largest complaint is with Federal Student Aid. It should not take 15 months to certify that an employer is a 501C3. We have submitted everything asked of us in a very timely manner. And still no communication. Even after contacting the Ombudsman group, we have received no response.
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| 10/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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I called my student loan servicer Mohela on XXXX the XXXX to request a refund of some of the payments I had made during the pandemic. It took me over 2 hours to be connected to an agent, but I was told that I would be refunded in 30 days. I was told there was no receipt or confirmation email they could send me to confirm this request. I was one of the student loan recipients whose loans were transferred from XXXX XXXX to Mohela over one year ago, for context. On XXXX the XXXX, I called for an update to the situation as I had received no word or refund. I was connected to an agent after another 2 hours on the line and they stated that the loan would be reimbursed in 90 to 120 days from that call and that they were unable to help in any way with confirmation of this as my loans were not visible to them because I transferred from XXXX XXXX. The agent stated that they didn't have my records from the company after my account was supposed to be transferred over a year ago. I contacted XXXX XXXX on XXXX the XXXX and they stated that they no longer had my loans in their jurisdiction either. I am trying to get student loan forgiveness on what I paid and am being told that there is nothing either company can do to help me.
|
| 12/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX my father and I sent in a check in the mail for {$10000.00} to my MOHELA student loan as we are ready to pay it off in full. The check had my account info and a letter enclosed of what the check was for. The check was cashed on XX/XX/16. After calling MOHELA customer service XXXX times, being left on hold for XXXX hours daily, and submitting proof of the check being cashed customer service has not helped one bit in telling me why my money has not only not been applied to my account but it is lost in their system. MOHELA cashed my check and refuses to document that anywhere. Upon hours with unhelpful XXXX, we learned that MOHELA is marketing their new platform on their current platform and we apparently sent the check to their new XXXX XXXX XXXX though it was listed on their website to send checks to. MOHELA said they would submit a claim which could take XXXX business days but I am not sure this will go anywhere. There is no reason why MOHELA cant note to submit my payment to the correct XXXX XXXX XXXX few towns over or refund my payment. I am left paying more interest on this loan and XXXX negligence is causing mental and financial stress on my family as this loan should have been paid off by now.
|
| 11/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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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!!
|
| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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According to my PSLF and TEPSLF information that Mohela has, I was a Deputy District Attorney in XXXX XXXX, California from XX/XX/XXXX to XX/XX/XXXX. All monthly payments were made. Mohela is only counting back to XX/XX/XXXX and refuses to apply the previous decade of service. I have called them approximately 10 times over the past year. Ive been told its a system error, that they are still counting, and that I dont qualify with ZERO explanation. I have tried to write in a complaint to them but the webpage then directs you to call them. I have received form emails that explain nothing. I have recovered form emails saying that my problem is unique and I should call them. All emails to them result in form emails back. No one is helping.
They list payments as qualifying only back to XX/XX/XXXX and do not apply the first decade of my service. There are no listed ineligible payments and they claim ALL eligible payments have been applied. They have my forms where the County signed off that I was, in fact, in public service for roughly 17 years.
I have tried everything and they will not help. I appreciate you reading this and doing what you can. This should be a no-brainer as I am WAY over the 10 year requirement.
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| 07/10/2023 |
Yes |
- Student loan
- Private student loan
|
- Incorrect information on your report
- Account information incorrect
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Web |
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on XXXX XXXX XXXX i received a letter from XXXX stating that based on a XXXX XXXX XXXX case my loan discharge was approved in the amount of {$49000.00} a total of XXXX loans from XXXX XXXX XXXX. I called and spoke to XXXX because my credit report had new loan information for the loans listed on my credit report with amounts owed. I was told that in order for XXXX to discharge properly they had to add the balance of each load and then submit to XXXX balance each loan. After speaking to XXXX i called Mohela who my loan is with and since i had already entered into an income driven loan and consolidated i explained the letter and what XXXX had told me. I was instructed by Mohela to wait for XXXX to reach out and that the balance of $ XXXX would be adjusted correctly once the information was received. I have talked to Mohela today and they are instructing me to go back to XXXX XXXX XXXX and restart the process to get the information that i already have in order to investigate on their end. I know that my credit reporting should not be impacted by this information and i want to file a complaint. I have been told that i have to wait for this to be done because of the covid forbearance that my loan is currently under.
|
| 01/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I faxed an application for student loan forgiveness under XXXX on or around XX/XX/2022.
I received a letter confirming the application had been received late spring or early summer of 2022.
In XXXX or XX/XX/2022 I was notified that my account was being transferred to Mohela.
I created an account and logged into the Mohela site. The website has an option to check the status of your XXXX application. Every time I checked, there was no report. The website said it could not track my application.
I called twice, including in XXXX and XX/XX/2022. After extended hold periods I was assured by a customer service representative on each call that they could confirm in their system that my application had been received however due to the program being so popular and a backlog of applications the website was taking a long time to update.
I called today, XX/XX/XXXX, but after an extended hold was told by the first line of customer service that they had no record of my application. " XXXX never transferred it over. '' I told them this was contrary to what I had been told by Mohela staff on the two previous calls.
I have now been on hold for two hours as I'm told I'm being transferred to " a specific supervisor. ''
|
| 06/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I submitted my request to Mohela for refund on voluntary payments after XX/XX/XXXX paid during the student loan pause XX/XX/XXXX. The voluntary payments should have amounted to about {$82000.00}. I called multiple times to request updates, and was informed that it was submitted early XX/XX/XXXX. After more phone calls, I finally received an update that it was approved the end of XXXX. The principal balance including interest accrued before my refund request was at {$320000.00}. ( I do not have the exact balance when I requested the refund, but I did request this information from them ). I was informed that my refunded amount would be {$81000.00}. I have not received this refund yet and am patiently waiting for this to come in the mail. My principal balance including interest is now {$420000.00}, which does not add up as there should not have been any interest added during the pause. I submitted for a dispute and was provided a case #. I called XX/XX/XXXX for updates on this case #, the refund, and was informed that they do not have this case # in the system. I am just appalled at how unorganized everything is with Mohela, the payments, the inaccuracy of my loan amounts and do not know how to address this now.
|
| 12/04/2020 |
Yes |
- Debt collection
- Federal student loan debt
|
- Attempts to collect debt not owed
- Debt is not yours
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Web |
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Dear US Dept Of Edu and Mohela : Thank you for sending me your internal records of the debt ( US DEPT OF EDU ) Account # XXXX ( MOHELA ) Account # XXXX, however you did not VALIDATE THE DEBT. YOU DID NOT provide me a copy of ANY original documentation ( a consumer contract with my wet-ink signature on it ) or provide a valid E-Signature stating my IP Address with the proper paper trail as required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ) I also have provided FACTUAL EVIDENCE ( see screenshots attached ), circled the items and pointed out with arrows multiple inaccuracies reporting from ALL THREE CREDIT BUREAUS including reporting payments on a CLOSED ACCOUNT & RE-AGING THE ACCOUNT ( please see attachment ) which is in violation of the FDCPA. You stated in writing that you verified that these items are being reported correctly so how could this happen? Are you being prejudice against me? I am certain you are aware that it is against the law to threaten suit without the intention of doing so. Therefore, be advised that I am very serious about filing a suit against your company. I HAVE PROVIDED MY UTILITY BILL FOR ADDRESS VERIFICATION AND ID AND SOCIAL SECURITY # Best Regard, XXXX XXXX
|
| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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Supporting documents for open case XXXX The US Dept of Education has stated that they notified servicers immediately of payment issues and place them into administrative forbearance to remedy the errors and months will be credited toward payment counts needed for loan forgiveness ( ie- PSLF ) I have asked for my loans to be taken out of forbearance multiple times, along with a new request yesterday to move my forbearance from Exceptional Discretionary Forbearance to Administrative Forbearance.
Exceptional Discretionary Forbearance is related to Borrowers Defense. I have Borrowers Defense and PSLF simultaneously for loan forgiveness. My borrower 's defense application is on a 3-year review period whereas my PSLF has 13 months remaining for forgiveness. Exceptional Discretionary Forbearance months do NOT count towards PSLF. It is not my fault that Mohela is behind on applications and payment reviews, and I am losing precious time towards paying off my loans via PSLF.
I want to either be taken out of forbearance completely with the right monthly payment amount of XXXX as approved by FSA OR be placed into ADMINISTRATIVE FORBEARANCE so that the months they spend resolving their issues will count towards my PSLF
|
| 10/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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There are a few issues I am having with MOHELA, and calling them has created more problems where I have to call them again.
1 ) I consolidated my direct loans and applied for the SAVE plan at the same time, however, only my loans were consolidated and my repayment plan was not taken into account when it was transferred to MOHELA and it showed I had to pay way more than I would have if repayment was under SAVE plan 2 ) I called them and asked why and they did not give me information or change anything. Instead, they applied the SAVE plan again and told me they could put my consolidated loan in forbearance until the SAVE plan was applied. At this point, I already had two other loans of mine in the SAVE plan, so I was fine with this BUT they placed all my loans in forbearance and nothing that they have done reflects on the website. There is no proper communication of what took place in the call.
3 ) They processed my PSLF form in a way that says my employment ends in 5 days which does not make sense when I marked my employer as currently employed. I let them know that and they said I just would have to resubmit when that does not make sense and does not match up with my colleagues who also applied for PSLF.
|
| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I am applying for XXXX XXXX XXXX XXXX with MOHELA. I sent in my income verification in Fall of XXXX. While some of my income has been verified and approved, much of it has not. Some of my income does not qualify and I understand this. However for the rest of my income that does qualify it is taking a VERY VERY long time for the information to process and be certified. I have called several times and every time I am told they are working on it, yet I do not see progress with my account.
For instance - I have a period of qualifying income that dates from XXXX to XXXX. MOHELA has certified my income for this employer from XXXX only. I am missing 3 years of certified payments and income!
I have sent them verification of my employment from XX/XX/XXXX to XX/XX/XXXX. Once again they have only certified part of this time period despite the fact that I worked for the same employer the entire time.
Employment information I have sent more recently, covering from XX/XX/XXXX to XX/XX/XXXX has already been processed but the earlier information has not- despite it clearly showing as received and processed.
PLEASE update my file so it accurately reflects my efforts at XXXX. I am doing my part MOHELA needs to do theirs!
|
| 03/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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On XX/XX/XXXX, I submitted the application for Public Service Loan Forgiveness ( PSLF ) and Temporary Public Service Loan Forgiveness ( TPSLF ) generated using the Help Tool at the Federal Student Aid website to XXXX XXXX ( see attached ). At the time, this organization was the servicer for all PSLF and TPSLF applications. I received a letter dated XX/XX/XXXX, from XXXX XXXX stating that my loans were eligible for the program and that my loans would be transferred to the new servicer, MOHELA. This letter is being attached. On XX/XX/XXXX, I reached out to MOHELA to check on the status of my application. The representative I spoke with indicated that no paperwork had been received from XXXX XXXX and that there was no record of an application on file. I was advised to resubmit the paperwork, which I promptly did.
In XX/XX/XXXX, I once again reached out to MOHELA. I was advised that there was an issue and that my loans would not have been transferred had I not called in. The supervisor, XXXX ( may not be the correct spelling ), processed a request to have my loans transferred. The loans appeared in the MOHELA system on XX/XX/XXXX. A payment tracker appeared on XX/XX/XXXX. No updates have taken place to date.
|
| 05/18/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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When I began repaying my student loans in XXXX , I was told I would need to m ake 120 paym ents on time to qualify for th e Public Service Loan Forgiveness program. I chose to have my payments auto-deducted from my bank account to ensure I would not miss a payment deadline. In fall XXXX , my payments suddenly increased. I called to speak with a representative regarding this increase & was informed I was on the Graduated Repayment Plan, which sounded fine to me. Before the phone call ended, I asked them to verify how many payments were left before I could apply for the loan forgiveness. I was informed by the representative that my payment plan did not qualify for the loan forgiveness & that the loan forgiveness was not retroactive. This was the first I had heard & read of this, as I also had been interested in the XXXX XXXX XXXX XXXX XXXX . I immediately had the representative start processing the paperwork to swap my loans to a qualifying repayment program. It appears as though I will be working another 10 years as a XXXX to get my loans forgiven. I feel cheated & tricked by this program. I made my payments on time ... so why should I be punished for not being on a lower repayment plan?
|
| 03/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted XXXX waivers for prior employment that qualified during the waiver period on XX/XX/XXXX. The first waiver was processed. The second waiver, that was uploaded in the same file CONTINUES to be ignored. I called in XXXX and asked and the customer service representative said the form was correct and the XXXX qualifies. I worked full time, I made loan payments, I submitted the correct form. The identical form I submitted for a different employer on XX/XX/XXXX was processed and credited. The identical form that I uploaded in the same scan for Legal Aid of East Tennessee that took up the first two pages of the XX/XX/XXXX scan was processed and credited. She asked that I give them time to process the form. Nothing changed.
I called in XXXX of XXXX. Same exact story. My form was correct, the employer qualified, please be patient as they processed the form. I type this on XX/XX/XXXX and STILL I am not credited for those payments. I am now an hour into a call with Mohela on Friday. This is utterly absurd. I should not have to spend this long calling and calling and calling. Waiting on hold with their insipid and poor quality hold music over and over and over. They get paid to process this - PROCESS IT.
|
| 03/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I applied for forgiveness under the Limited PSLF Waiver program. The loan services provider that I am dealing with is Mohela. I submitted documentation on time during the window for forgiveness. I have worked at eligible employers, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX and the XXXX XXXX XXXX during the eligible period, from XXXX to present. Both employers confirmed my employment and I submitted supporting documentation. My application was submitted in XX/XX/XXXX ( prior to deadline of XX/XX/XXXX ). I consolidated my loans as required and they have been in forbearance since then waiting for a final determination on my forgiveness application. Just recently I received notification that said I was not eligible because I didn't not have any PSLF qualifying payments. But they based that determination by ignoring the last 13 years that I worked for the XXXX ( i.e. federal government ). I made all required qualifying payments. I have tried calling a number of times and am put on hold or given unhelpful responses that do not address the underlying issues. I qualify for the Limited PSLF Waiver based on the eligibility criteria that was provided through the Department of Education materials and website.
|
| 05/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
|
Checked credit report after being diagnosed as XXXX and forced to retire. Saw on XXXX, that Mohela was reporting my student loans as adverse and unpaid. When I became XXXX in XX/XX/2018, I contacted Mohela for a forebearance extension, because of my XXXX. They advised that I contact XXXX to have my loan forgiven due to my XXXX, and they told me XXXX would take over the loan. Contacted XXXX at XXXX. Was advised that I no longer had to make payments on the loan, they would notify Mohela, and XXXX now had the loan. I would now enter into a 3-year probationary period with XXXX, and after 3 years, my loan would be forgiven. But Mohela is reporting my loan with XXXX as adverse and closed for non-payment. I filed a dispute with XXXX online, which they say never happened, I have a XXXX File #, and filed with them over the phone as well as mailed documents. They sent a letter back advising that they investigated it for 1 day, and changed the status as transferred to another office. I have documents to include, please. Why take this action against me because of my XXXX. I never asked to be XXXX. I just want to get back to work, which will never happen, and now Mohela and XXXX work together to trash my credit.
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have been using MOHELA for several months prior to the current repayment pause ending. I have been on the PAYE and recertify my income annually. This year I submitted an IDR recertification on XX/XX/2023 and noticed that my payments went to {$0.00}. I called to inquire regarding this and was told that " due to an error on MOHELA 's processing, my XXXX was input as {$0.00} ''. This is completely incorrect and I am worried that this may look like fraud. I have made several attempts to resubmit my application as listed with the appropriate response on MOHELA website : XX/XX/2023 - denied. When I called to inquire, they told me that this was because my IDR would result in higher payments, essentially going from $ XXXX to the actual amount. I was told to resubmit and wait XXXX days. At this time I also asked for my forbearance to be lifted which I was told would take XXXX days. I have since called multiple times and as reflected on my MOHELA account have had service representatives resubmit my XXXX on : XX/XX/2023, XX/XX/2023, XX/XX/2023, all of which have had no response or any information regarding the status. I am also still on administrative forbearance despite being told that this is being lifted.
|
| 05/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I want to file a formal complaint about how MOHELA is refusing to discharge my loans in a timely manor after being notified by XXXX and myself that my loans were discharged as I am a class action member of the Sweets V. Cardona settlement. I have provided MOHELA with information the XXXX Loan Servicer sent my Loan to you in error. I have provided MOHELA with the necessary information regarding my loans being discharged and I demand this be reflected with MOHELA and all loans from MOHELA be removed from my credit report. At this time MOHELA is well aware of the facts of my case as I've spoken to MOHELA and XXXX who sent the loans over in error. MOHELA is costing me thousands of dollars in interest and borrowing power by allowing loans to be on my credit report in error. Please remove these loans according to the information MOHELA can acquire from XXXX the loan servicer who has been notified by the Dept. of ED that my loans have been discharged. All relevant information has been uploaded to MOHELA. Once again MOHELA is violating my financial rights, and their obligation to have fair and accurate loan information be reflected on my credit report. Thank you for your time in this matter. Best, XXXX XXXX
|
| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/2023 I contacted Mohela to ask about my account balance, SAVE plan, and loan repayment. I was informed that my account was in the process of being updated and that no payments would be due for the months of XXXX through XXXX. I had already made my XXXX payment and inquired about a refund. The representative said I was absolutely entitled to a refund and placed a request ( Request # XXXX ).
I called today and asked about the status of my refund. I was informed the request was canceled because the refund would make my account delinquent and that no refunds were allowed to be given from payments made before my loans were consolidated. I requested to speak with a supervisor to assist with the situation and was placed on hold for 2 hours. I gave up holding when business hours ended as I assumed my call would not be resumed after the office was closed.
The consolidation was applied for in XXXX and wasn't completed until XXXX. Their delay in processing was the reason the payment was made before loan consolidation. Additionally, I did not receive notice of my account being in forbearance until after the payment was made. If I was informed of my account status I would not have made the payment.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA has been absolutely disgraceful in handling the resumption of student loan payments. My ( and my wife 's ) monthly loan repayment was calculated incorrectly after I was switched to the SAVE plan. I spent hours on hold and talking to representatives trying to get this corrected. It took escalating to a supervisor ( and many more hours on hold ) to get this problem addressed on XX/XX/23. I was told it would take XXXX business days for this to be fixed, 7 days at most. It is now XX/XX/23 and both my and my wife 's monthly payment has not been recalculated. Furthermore, 4 out of my 8 loans were put on an administrative forbearance while this is being figured out, but the other 4 inexplicably were not and my account is listing an ( incorrect ) payment that is due XX/XX/23. I have been patient waiting for MOHELA to figure this out, however after waiting for an hour on hold today ( XX/XX/23 ), I was redirected to a survey of " how are we doing '' and then was hung up on. Best believe I left an incredulous answer to this survey. This has been extremely frustrating to deal with a company that has had three years to prepare for payments restarting, yet somehow is acting as if they were told last week.
|
| 12/01/2021 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have been in repayment with Mohela for my federal student loans since XXXX. My original principal was {$120000.00} and I have been on a plan in which I've been paying in excess of my repayment amount under the belief that I was paying down my principal. Turns out that the extra payment have been going towards monthly interest instead, and after a decade of diligent repayment my balance is currently still ridiculously high at {$88000.00}.
I have been paying {$1000.00} a month consistently without fail from XX/XX/XXXX, not to mention the payments I made prior to implementation of that level plan. According to the company, if I were to continue paying {$1000.00} a month, I have XXXX months left to fulfill my financial obligations, which means I will be paying an additional {$180000.00} when all is said and done.
This does not make sense. The system needs to change. A company that has been tasked by the government to manage the repayment of student loans should not be allowed to be so predatory. It was not made clear that my excess payment was not going towards the principal. I shouldn't have to be in debt for XXXX years and pay {$280000.00} on a government assisted student loan of {$120000.00}.
|
| 12/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA does not include the amount of interest due on loans on it's website 's payment page. It shows up like this : Loan Type XXXX Principal Balance ( $ ) XXXX Interest Rate ( % ) XXXX Next Payment Date XXXX # Days Past Due XXXX Past Due Amount ( $ ) XXXX Current Due Amount ( $ ) XXXX I attempted to payoff one of my loans in full not realizing this crucial information was missing. When I logged in a few days later I was surprised to discover I still had a balance that was accruing interest.
I called in to their support team yesterday on XX/XX/23 at XXXX XXXX, waited on hold for between XXXX minutes, and finally spoke to two representatives. The first was in training and needed to transfer me to a more experienced rep. The more experienced rep said she would attempt to write off the remaining balance by filing an internal request. I sent a follow-up email complaining and requesting an update on that internal request, but have not received a response.
Even if they write off the remaining balance, it does not change the fact that I can't tell on the payment page how much money I actually owe. The support representative I spoke with mentioned that I was not the first person to call about this.
|
| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I want to file a formal complaint about how MOHELA is refusing to discharge my loans in a timely manor after being notified by XXXX and myself that my loans were discharged as I am a class action member of the Sweets V. Cardona settlement. I have provided MOHELA with information the XXXX XXXX XXXX sent my Loan to you in error. I have provided MOHELA with the necessary information regarding my loans being discharged and I demand this be reflected with MOHELA and all loans from MOHELA be removed from my credit report. At this time MOHELA is well aware of the facts of my case as I've spoken to MOHELA and XXXX who sent the loans over in error. MOHELA is costing me thousands of dollars in interest and borrowing power by allowing loans to be on my credit report in error. Please remove these loans according to the information MOHELA can acquire from XXXX the loan servicer who has been notified by the Dept. of ED that my loans have been discharged. All relevant information has been uploaded to MOHELA. Once again MOHELA is violating my financial rights, and their obligation to have fair and accurate loan information be reflected on my credit report. Thank you for your time in this matter. Best, XXXX XXXX
|
| 06/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
My loans were transferred to Mohela months ago. I kept calling them monthly to obtain information and be able to view my loan information. They kept telling me they had wrong information and the person on the phone can see it is correct so they had to put it in the file to tell them that it is correct and to proceed forward. They informed me I had to wait 90 days again. I waited 90 days again and same thing again they had correct information but whoever was checking it said it was incorrect so send in more paperwork with updated information. I did so and they said now wait another 90 days for them to see the information indeed was correct. Now I have access to the online portal and the information still is incorrect. Every time I call they just tell me that to look in my account they look in it and they say everythings correct now you have to wait another 90 days for one of their employees to go back in to see their notes that it is indeed correct. Now that I personally can see it online something different/ new is wrong. Im not sure what to do even anymore. Ive tried to be proactive and Im trying to be proactive and patient waiting out the days that they tell me to wait but Im getting nowhere.
|
| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I was given incorrect information from MOHELA regarding if I should consolidate my student loans to get the highest payment count to have all of my loans forgiven.
I had a total of XXXX direct loans with different payment counts ranging from XXXX. I questioned if I needed to consolidate my loans in order to have all of them forgiven because I was concerned about XXXX of the loans having only XXXX payments.
During a call with MOHELA in XX/XX/XXXX, I was told since all of my loans are Direct Loans they would receive the highest payment count. I also addressed the issue again with a supervisor in XX/XX/XXXX whom I never heard back from after he needed to get my files from XXXX XXXX.
On XX/XX/XXXX, XXXX out of XXXX loans got discharged after reaching the XXXX-payment requirement. The loan that didn't get discharged only had XXXX payments. I had already left my qualifying employer ; therefore, I was unable to get the additional XXXX qualifying payments to have the remaining {$3500.00} forgiven.
I paid the balance, but had I been given the correct information from MOHELA, I could have consolidated the loans to get the highest payment count tp get the {$3500.00} forgiven with the other loans.
|
| 03/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I applied for PSLF on XX/XX/XXXX. They currently have me listed as having made 118 payments, but all of my payments from XX/XX/XXXX till XX/XX/XXXX are missing. During the missing months, my loans were with XXXX XXXX XXXX. In XX/XX/XXXX my loans were transferred to XXXX. I have contacted Mohela repeatedly and I have filed a reconsideration request and a complaint with the Department of Education. They sent me an email on XX/XX/XXXX stating that my payment counts had been updated, but none of my payments from XXXX are listed on the Mohela site. Nothing has changed. I have worked in the same public school district since XXXX and I have been making payments the entire time. I contacted Mohela on XX/XX/XXXX to ask why they werent there and they didnt have an answer other than to say that it might take a few days for it to show in my account. That was a month ago and nothing from those missing years is showing up. They have no answers for me when I call or send written messages. My loans have been consolidated XXXXXXXX XXXX since XXXX and they need to include the payments made while I was with XXXX XXXX XXXX ( XXXX ), forgive my remaining balance, and issue a refund for all payments made over XXXX.
|
| 12/15/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I filed my Public Loan Forgiveness Program ( PFLP ) documentation on-time and to the correct authorities. And yet, despite having earned forgiveness, the government spends my tax dollars on XXXX and Mohela, who combined to screw up my paperwork as detailed in an email to me from the US Dept of Education on XXXX XX/XX/2022 : " Due to a vendor error, you recently received an email with a subject line indicating your application for the one-time Student Loan Debt Relief Plan had been approved. The subject line was inaccurate. The body of the previous email was accurate.
We have received your application but are not permitted to review your eligibility because of ongoing litigation. We will keep your application information and review your eligibility if and when we prevail in court.
We apologize for the confusion, and you do not need to take any further action at this time. We will keep you updated with any developments. '' How is it possible that despite all the time and resources available, my paperwork and correspondence can be so poorly handled? To what kind of justice can these delinquent organizations and their leaders be held? Where are the investigations into this massive malpractice?
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Facts, under the original PSLF program I have worked for a nonprofit for XXXX XXXX XXXX of them full-time made XXXX payments and shouldve been discharged already. However, I consolidated under the Biden terms that we were all supposed to adhere to last year, if not earlier, and I still have not had my debt discharged. Again under normal PSLF terms I would have already. The company asked that I re-verify my employment, which correct me if Im wrong I thought that was a simple phone call of my employer however I did as they asked and re-verified the employment on a document. They then said its 45 days from the date of submission of requested documentation that they would rebalance my payments to reflect the XXXX and that should be enough to complete discharge. However, this last time I called the person that I talked to said oh, it might take an additional 1 or 2 years before we can discharge any debt and you will have to pay until this happens. my problem with the statement is I already qualified for discharge based under the original requirements of a PSLF program and should not have to pay in an additional two years because they are behind on processing if I met the requirements? Please help.
|
| 11/12/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I submitted my XXXX forgiveness application in XXXX of XXXX. My payment count was updated in XXXX with qualifying payments of XXXX. I called in XXXX and asked the customer service person if there was anything else I needed to do. She informed me that I needed to submit the spplication again for forgiveness. So I submitted the form again. I have checked on my application and my form has been canceled as a duplicate form. I emailed them as I am unable to get human on phone, to see where the process is at as my count of payments has met the required number for forgiveness. Their responce was I have employment certified through XXXX and Your employment and payment counts will be updated with every updated form submitted. If your XXXX application is approved, then you will be notified that the entire remaining balance of your eligible Direct Loans will be forgiven, including all outstanding interest and principal. My issue is my payment count was updated in XXXX and approved and yet my loans have not been forgiven and the additional forms resubmitted were canceled. I would like an update on my account as its been XXXX months since payment count was updated and approved. My loan should be forgiven.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
In XXXX I began payments on my XXXX student loan. I made monthly payments to XXXX until my loan was sold to XXXX in XXXX. I then paid them monthly until XXXX stopped payments. I continued to make payments when I could and my loan was sold to Mohela a few months ago. I still made payments to Mohela and when the loan started up again I looked to see how much I had left to pay. My heart sank. I now owed over $ XXXX. How did my loan grow? Before XXXX it was in the low $ XXXX range. I contacted Mohela and asked them this question. They could not answer. I requested a record of every payment that I have EVER made as they should have received those when they bought my loan. I tried to contact XXXX but I no longer have an account with them and could not speak to them without one. It has been almost two months and Mohela still has not provided me with an explanation or record. I would like Mohela to bee looked into because I believe that they made a mistake along the lines. They were either charging a gross amount of interest during XXXX, which was not supposed to occur, or they messed up the amount owed. I believe that others are also having this issue and that this company needs to be looked into.
|
| 04/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX I contacted Mohela to request a refund on my payments made during the XXXX pause. I was told this would be filed and I would receive the refund within 60 days. I called back a week later to confirm it was submitted, and was told that as my payments were made with XXXX prior to Mohela, my refund would take 60 days. As of XX/XX/XXXX I have not received this refund.
On XX/XX/ I submitted a written requested via Mohela for a payment history. On XX/XX/ I was told I would receive this information within 30 days. As of XX/XX/ I have not received this payment history document.
On XX/XX/XXXX I contacted Mohela to follow up about the status of the refund requested on XX/XX/XXXX and I was told it is now 90 days, not 60 days for this refund request. During this call I also requested the status of my written payment history request from XX/XX/2023 and I was told this is now 60 days, not 30 days for this request.
I have been given a different timeline each time I follow up about the status of my financial situation with Mohela. They are inconsistent with what information they are giving their consumers and this information should be transparent from the beginning, which it is not.
|
| 06/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I originally consolidated my loans and applied for PSLF/FFEEL on XX/XX/XXXX. My consolidated loans were transferred from XXXX to Mohela on XX/XX/XXXX. I hit my requisite 120 payments on XX/XX/XXXX. I have consistently called and questioned why my account has not been submitted for forgiveness. I even filed an updated Employer Certification in XXXX, XXXX to show that I still work for the same federal employer ( XXXX ) and that my payment count as of that date was 125 months of payments. To date, I have made 128 months of qualifying payments, yet Mohela sat on my account and did not file for forgiveness with student aid.gov until XX/XX/XXXX ( per my most recent call to them ). My loans should have been forgiven over 8 months ago and I am continuing to wait.
I called today ( XX/XX/XXXX ) to again question the status and was given no answers. Further, I requested information on how to contact the Mohela Ombudsman and was not given information and they even admitted that the information is no longer on their website. When asked for a supervisor, I was refused and told they had " put in a request '' but that " no one was answering, '' I remained on this call for 90+ minutes with no resolution.
|
| 05/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
It is MOHELAs duty to be reporting correct and accurate information to XXXX on my credit report and file, however, they are NOT. MOHELA is reporting payment terms of 999 months to XXXX on my credit report. This is incorrect and makes my credit report appear inferior. Furthermore, pursuant to 15 U.S.C. 1681a ( d ) ( 2 ) ( A ) ( i ), a consumer report does NOT contain information solely as to transactions or experiences between the consumer and the person making the report. A student loan payment constitutes a transaction. With that said, the reporting of the inaccurate payment terms results in MOHELA & XXXX violating my federally protected consumer rights. To add to this, I did NOT give MOHELA XXXX XXXX written instruction/permission to furnish these inaccurate payment terms on my consumer report and file, violating 15 U.S.C. 1681b ( a ) ( 2 ). Also 15 U.S. Code 1692e, A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. It is clear that MOHELA & XXXX have violated my federally protected consumer rights under the FCRA and the inaccurate reporting is causing me and my reputation severe harm and discrimination.
|
| 12/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am applying for the Public Service Loan Forgiveness ( PSLF ) program for my XXXXXXXX loans ( at Mohela ) and submitted my final PSLF Employment Certification Form ( ECF ) on XX/XX/XXXX, which covered my employment ( at my current employer ) from XX/XX/XXXX to XX/XX/XXXX. The form was finally processed by Mohela on XX/XX/XXXX, however the monthly counts by Mohela were only updated to XXXX ( it should have been 120 months, which is the amount required for loan forgiveness ). The month that was not counted ( listed as " Employment not certified '' ) was XXXX of XXXX, which should have been certified by the last ECF form submitted. I called Mohela on XX/XX/XXXX about the error and was told that in order for 10/2022 to count they would need an additional employer verification with resubmittal of a new ECF form. I was told the new form would take at least 60 days ( even though I just waited 60+ days for my last ECF ). Despite me asking to speak directly with a supervisor, I was never allowed to do so.
As a result of this error, I will now need to continue paying loan payments despite the fact that I have reached XXXX payments and therefore my loans should be in the process of being forgiven.
|
| 12/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have been contacting Mohela on numerious occasions regarding my missing months of eligible PSLF payment in order for my loan to be forgiving. I submitted all of the information that needed to have loan forgive. I contacted Mohela about 3 times and files a complained on XX/XX/XXXX, XX/XX/XXXX, I was told the Department of Education needs to review my account. I tried to tell them I have already established the 120 payments to have my account forgive and was told they do not have any ideas Why I have only 108 weeks instead of 120 weeks even though my documentation shows that I have more than 120 payments to fulfilled the requirement of having my loan forgive. The following weeks are missing from my account. In XXXX, XXXX, and XXXX. According, to my documentation from my employer. I have more than 120 weeks of payment to qualify for my forgiveness. This is is very stressful to deal with at this moment. I just lost my father on XX/XX/XXXX and having to still have to call Mohela and told the same thing again it's very frustrated. I would like to have my account to be review and apply all of the remaining weeks in order for my PSLF can be done and my loan can be process as being pay in full.
|
| 09/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have {$37000.00} left in student loans, originally serviced by XXXX XXXX. The balance was then transferred to XXXX. On XX/XX/XXXX, I applied to turn my loans into the new SAVE repayment plan, as well as check for PSLF eligibility. On XX/XX/XXXX, I received an online message from XXXX stating my loans would be transferred yet again to MOHELA, to be finalized " on or about XX/XX/XXXX. '' This didn't happen. I have an online account with both XXXX and MOHELA now, and they both show me as having a {$0.00} balance. I chatted with both XXXX and MOHELA customer support, most recently XXXX with MOHELA on XX/XX/XXXX, and she told me that interest would be accruing despite the fact that there is no possible way for me to pay, and despite the fact that I had already requested XXXX to start my auto-payments in XXXX instead of XXXX ( XXXX was chosen as the default day to resume payments for all borrowers, even though interest accrued starting in XXXX ) So, basically, now there is no way for me to pay my loans, I am forced to accrue interest I don't want, and no one can give me a timeline as to when this will be fixed, or if interest will be waived while the servicers attempt to fix their mistakes.
|
| 11/18/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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I was awarded student loan repayment as part of the HRSA Nursing Loan Repayment Program. In XXXX, I made the regularly scheduled payment of XXXX online. I then sent a separate check in the amount of XXXX dollars and requested in my letter that the entire amount be applied to the principal balance of my student loan. The website is confusing and I inadvertently sent the payment to the wrong address. MOHELA ( my lender ) sent the payment to the correct address as a courtesy, but the entire amount was sent to the interest owed on the loan. I sent them a message and they assured me they would correct the oversight. Instead, they applied XXXX to the principal and XXXX to interest. This was done after TWO messages ( a letter and an online request ) to the contrary and even though the monthly payment ( for interest and principal ) was satisfied. The MOHELA online payment option does NOT allow for application of additional payment distribution and requires letters to be sent via mail -- an antiquated approach given this is 2018! I have paid thousands of dollars to my student loans and still owe more than I originally borrowed. To refuse to apply the funds a directed is consumer fraud and usury.
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| 02/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Servicemember |
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First and foremost I am the original creditor 15 USC 1692 ( 4 ). I am the originator and the consumer. Secondly, MOHELA mailed me a signed consumer contract, which is not sufficient evidence of a debt. All that means is a credit transaction took place. According to case law, Pacific F.C.U v Kaunaone, The term " debt '' is defined in 15 USC 1692 ( 5 ). A " debt collector '' is defined in 15 USC 1692 ( 6 ). My rights as a consumer have been violated. According to " Permissible Purposes Of Consumer Report '' 15 USC 1681b ( a ) ( c ) ( 2 ) I never gave any credit bureau written consent to report account # XXXX on my credit report. The fact you have a consumer report for me is a violation see Exhibit A attached of my consumer Report. I am demanding that MOHELA produce proof of a WRITTEN note from me, the consumer, giving them consent. If they can not then this is a violation of 15USC 1681q and 15 USC 1681a ( 3 ). What I am demanding right now is that you guys delete the MOHELA Account # XXXX off my report. I can give you the CFPB report number. If this does not get deleted immediately, I will be seeking statutory damages since you willfully violated the obligations under the FCRA and FDCPA.
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| 09/15/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loan servicer MOHELA is doing a poor job on handling my student loan payment process : 1. I made a payment on Federal student loan on XX/XX/2022 for {$5200.00} and that was the time my loan was undergoing a transition from Fed Loan to MOHELA. MOHELA lost the payment. I have kept calling them for the last 1.5 years about this, and recently I found that they raised my loan from {$25000.00} to {$30000.00} because they think they found the missed payment and refunded it to me since it was made during COVID and I can ask for refund. ( I still haven't received anyway, it's been half a month now ). My problem is that I have never borrowed {$30000.00} ; the missing {$5200.00} was made my loan was {$25000.00}. So I was charged extra for finding that missing payment back. And last week, I called their customer service, they said that they are going to adjust the amount after investigation in 7 days. Still haven't seen the adjusted amount, but the repayment under {$30000.00} is already on its way.
2. My school starts on XX/XX/XXXX, and my in-school deferment couldn't make until the end of XXXX, this will make me pay for {$700.00} at least until in-school deferment could be notified.
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| 10/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I contacted Mohela on Friday, XX/XX/XXXX to ask for a refund on my payments for my loan that had happened after XX/XX/XXXX and fell within the XXXX refund period. I was told that a refund for {$3000.00} ( my payment made on XX/XX/XXXX ) would hit my account around 30 days from the time I called. The representative mentioned the first or second week of XXXX be when I would receive a refund. I asked the agent on the phone if I could get a confirmation email or if something would be shown on my account and they said they could not do anything like that. So I have no written information besides the phone call I made because they were unwilling to assist me in that matter.
It is now XX/XX/XXXX and I still haven't received a refund to my account with my payment. Currently my mohela account shows my payment was made on XX/XX/XXXX and does not indicate any pending refund. I have attempted multiple times to contact Mohela and I wait for an extended period of time without anyone answering the phone. There is no ability to email contact Mohela which makes it very difficult to get information to my loan servicer to guarantee that my request for a refund has been processed or will be processed.
|
| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My loans were transferred to MOHELA in XXXX, and since then there have been myriad concerns with how they have handled the PSLF process. On XX/XX/XXXX, I submitted an XXXX for an employer from late XXXX through early XXXX. That is still being processed ( it was labeled a duplicate though I had resubmitted this because there was an error on the original form ) and those have yet to be certified. On or about XX/XX/XXXX, I had a phone conversation with a MOHELA agent about those same payments, and was told that they would qualify and that she was going to adjust things on the backend to make sure that they counted. That has yet to happen, and those payments would have put me significantly over the 120 required payments.
In any event, I had submitted an ECF from my current employer on XX/XX/XXXX of this year, and those payments would have allowed me to reach 120 payments even without the aforementioned payments that have yet to be counted. I also indicated that I wanted a forbearance while these were processed. Despite this, my account was debited in early XXXX, and despite additional written requests ( and a phone request on XX/XX/XXXX ), my account was once again debited this month.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I applied for the Save plan in XXXX of XXXX. I was never told that my Save plan was approved until I looked on studentaid.gov. I also know I was supposed to pay a XXXX dollar fee, but that message was never sent by Mohela and I still am unsure if I have paid that or not. I submitted a paystub on XX/XX/XXXX and my monthly payment ( due XX/XX/XXXX ) remains XXXX. However, I look at the new monthly payment amount in another corner of the Mohela site and it states I owe around XXXX a month. This has not been reflected in my balance owed statement that was sent to me today with a billing date of XXXX. WIth my payment due date coming up on the XXXX, I just want to know what my balance will be and have competent people be able to answer phone calls within minutes... not hours and have online messages answered within days, not weeks or months.
Screenshots attached include : 1. ) Time stamps of my sent messages not being answered in a timely manner 2. ) Statement from XXXX sent on XXXX stating I owe XXXX.
3. ) Screenshot of Mohela homepage listing next payment amount of XXXX XXXX. ) Screenshot of Mohela homepage account summary stating monthly payment amount to be XXXX under the SAVE plan
|
| 04/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted a PSLF application XX/XX/2022 and resubmitted XX/XX/2022 with all required signatures and documentation. I was told by Mohela customer service staff that I was required to consolidate all loans with Mohela to be eligible for the PSLF program. I consolidated my student loan balance and the Parent Plus loans I obtained for my children. Now that the loans are consolidated Mohela claims that I have only 6 qualifying payments though I have worked in eligible public service institutions for over 20 years and have made student loan payments that entire time. I understand that the Parent Plus loans would not have reached the eligibility milestone, but my own graduate school student loans most certainly qualify. I should be permitted to either un-consolidate or have a portion of the consolidated loans forgiven through the PSLF program.
When I call customer service, I am given inaccurate and inconsistent information, and frequently the line is disconnected rather than transferred. When I do speak to a customer service representative, they are unable or unwilling to provide answers. Most recently I was told simply not to worry, and to wait until the federal lawsuit was completed.
|
| 10/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted an application under the Temporary Expanded Public Service Loan Forgiveness Program to : U.S. Department of Education, MOHELA, XXXX XXXX XXXX, XXXX, MO XXXX. I have proof of delivery because I required a signature. Mohela received my application form, with all the required verification of employment, On XX/XX/2022, at XXXXXXXX XXXX
Every time I use their website ( https : //www.mohela.com/pslf ) to check my application status, I get a message stating, " your PSLF form could not be found. '' I have proof that they received it and that " XXXX XXXX '' signed for it. Why can it not be found?
I also have a serious concern about the fact that Mohela is suing the US Government to prevent anyone from getting their applications approved and to prevent debt cancellation of $ XXXX for anyone. There is a blatant conflict of interest here, yet from what I have seen, the CFPB has done nothing about it.
To make matters worse, worried applicants have tried to contact so-called " service representatives '' at Mohela and can not get through. People are waiting as long as nine hours on hold and usually get disconnected with no opportunity to speak with anyone.
This is unacceptable.
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| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I called MOHELA regarding the false and fraudulent financial practices targeted towards my person between XX/XX/2023 to present ( XX/XX/2023 ). The notification system stated that the wait time to speak with a representative would be approximately 3 hours. I have been waiting on hold for over 3 hours to speak with a representative.
Additionally, I notified MOHELA on XX/XX/2023 that the bill issued and notarized via U.S. Postal service contained several financial errors. Specifically, the bill continued to list my loans under the REPAY plan instead of the SAVE PLAN. Additionally, the bill did not list any interest, only the principle balance. I was verbally informed by the representative that there was approximately {$300.00} in interest associated with my account.
It was determined in XXXX of 2023 that this information was false and fraudulent as there should be {$0.00} in interest. I requested that a corrected bill be sent to my person via U.S. Postal service. MOHELA never sent me a corrected bill via mail in XXXX of 2023. I continue to experience financial discrepancies due to MOHELA 's fraudulent business practices.
I am still on hold to speak with a MOHELA representative.
|
| 07/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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Greetings, I applied to Mohela the Public Service Loan Forgiveness Program by submitting the PUBLIC SERVICE LOAN FORGIVENESS ( PSLF ) & TEMPORARY EXPANDED PSLF ( TEPSLF ) CERTIFICATION & APPLICATION on XX/XX/XXXX.
All of my supporting documents were provided at the time of my application.
On XX/XX/XXXX I received an email stating that my application was being processed.
I had XXXX qualifying loans with an origination date of XX/XX/XXXX.
I made my XXXX payment on XX/XX/XXXX.
I made qualifying payments on these loans in excess of the required XXXX payments.
The amount I paid after the XXXX payment was : {$17000.00} I am due a refund in the amount of : {$17000.00} I have called MOHELA on several occasions and have gotten different answers each time. I have been provided with inconsistent information and no refund has been issued at this time.
MOHELA has failed to process my refund in over XXXX months. Nor have they provided any additional correspondence regarding my case.
Please work with MOHELA to correct this and compel them to issue the correct refund.
I have provided all documents that I have provided to MOHELA for your review.
Thank you, XXXX XXXX. XXXX ( XXXX ) XXXX
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
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Student loan repayments started back up. I signed in with MOHELA, my current servicer, and saw that I had made the requisite number of payments to fulfill my public service loan forgiveness. They continued to send me letters about repayment. I called customer service and then was put on hold for over an hour before finally giving up. I emailed them on multiple occasions but did not receive any confirmation that they were working on the issue. Last month, I signed in and saw that I no longer had a payment due. I assumed this meant, they had sorted out the problem. Today I received a letter that they would be auto-debiting {$400.00} from my bank account in XXXX. So, I emailed them again and pointed out that I had reached the requisite number of payments for forgiveness. As before, I have received no notification that they got my email or that they will get back to me. I do not expect that they will ever get back to me. I'm sure you can understand how frustrating and stressful it is to worry that they will be taking money from my bank account that they should not be taking and have no control over the situation and no way to get through to talk to a customer service representative.
|
| 12/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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|
Web |
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Mohela is skewing my PSLF payment counts unfairly. They told me payments were due in XXXX and XXXX, I MADE those payments ( XXXX was made on XX/XX/23 for {$550.00} due on like XX/XX/XXXX or XXXX and XXXX was made in the amount of {$480.00} ) and despite Mohela 's website saying these payments were due, they are not counting them towards my PSLF count and saying both payments were ineligible for PSLF due to " being in deferment or forbearance '' -- -my account was NOT in deferment or forbearance as the website showed the payments were due! No payments would have been due if I had actually be in deferment or forbearance... but the website showed the payments were due and what amounts were due and I made both payments by the due dates that the website initiated. They are lying about my account being in forbearance or deferment because if I had been, no payments would have been due but they WERE due and I paid them and I want the payments to be counted towards my PSLF count. They are trying to scam me out of eventual PSLF by not counting payments they said were due and lying about my account being in a deferment when it wasn't! Every single payment I make should count towards PSLF!
|
| 08/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I am working toward XXXX XXXX XXXX XXXX ( XXXX ). In XXXX of XXXX my student loans were automatically transferred to XXXX XXXX XXXX. When XXXX XXXX became the servicer of my loans an error occurred during the process. My status was erroneously changed to " In School '' despite me not being enrolled in any educational program during that period. This incorrect status remained in effect from XX/XX/XXXX to XX/XX/XXXX. Throughout this time, I continued making monthly loan payments while working full-time for a qualified non-profit employer, with the sincere belief that I was on track to qualify for XXXX. Due to this status error, my eligibility for XXXX has been severely delayed. I should have been eligible for loan forgiveness in XXXX of XXXX, having met the crucial criteria of making XXXX payments and fulfilling the employment requirements for XXXX. However, this status error has hindered my progress, and I find myself unable to qualify for XXXX on the timeline I rightfully should be eligible for.
I have made diligent efforts to resolve this issue with written communication and documentation provided to XXXX, Mohela, and XXXX. None of these actions has resulted in a resolution.
|
| 09/17/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Report provided to employer without your written authorization
|
|
Web |
|
|
I recently received a copy of my credit report and I noticed your furnishing an account on my consumer report that should not be on there. I demand the below accounts be deleted from my consumer report.
XXXX - {$2500.00} XXXX XXXX MOHELA/DEPT OF ED XXXX - {$3600.00} XX/XX/XXXX MOHELA/DEPT OF ED XXXX - {$3500.00} XX/XX/XXXX MOHELA/DEPT OF ED The reporting of these account ( s ) is/are violations of 15 USC 1681a, The Fair Credit Reporting Act [ 15 USC 1681 ( a ) ( 2 ) ( B ) ] : ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device ; So let me explain. Under the Truth in Lending Act 15 USC 1602 ( g ), credit card is defined as the following : The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.
This makes my social security card, drivers license/ID, and license plate credit cards that are/were used for the extension of credit.
I demand this account be deleted from my consumer report.
|
| 08/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I tried to sign up for the SAVE program, after using the Federal Student Aid website calculator which took into account the pre-tax dollars that I do not see in my salary i.e. my XXXX deductions, Health Insurance, FSA and HSA dollars, to calculate my repayment amount.
When I went to my loan processor, Mohela, and tried to calculate how much it would be for me to use the SAVE program, Mohela does not take into account what pre-tax dollars I do not see in order to calculate my payments. Mohela only looks at Adjusted Gross Income, my number of dependents and if I can access my spouse 's income. There is a {$20000.00} difference between my XXXX and my post deduction income, I can not afford the payment under the SAVE Program because it is artificially high when calculated by Mohela.
I called Mohela to speak with a customer service representative and was told that there was no other way to calculate my income and that was the only information that Mohela considered when determining the repayment amount.
The Mohela repayment amount is more than twice what I was quoted when I used the Federal Student Aid website to determine what my payment would be under the SAVE program.
|
| 07/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am a Public Service Loan Forgiveness ( PSLF ) qualifier. I have worked for the same school district for 20 years, and have never missed a student loan payment. I have documentation from XXXX ( now serviced through Mohela ) of every on-time payment that I have made. I have made XXXX required for PSLF. I should have been given forgiveness when I applied XXXX years ago, but have gotten nowhere with XXXX, and now Mohela. Just yesterday, Mohela told me that I probably won't qualify because my loans, at some point kicked into deferment when I was taking classes. I continued to make payments even while I was taking classes, but Mohela says that doesn't matter, because it's indicated prior to my loans going over to them ( previously XXXX ) they can't do anything about it, and I would have to start repaying my loans in XXXX! I have spoken to XXXX different individuals over the course of XXXX years about my loans, and no one has ever told me they wouldn't be approved because I was in deferment/forbearance. The problem is... I didn't even know I was in deferment because the loan company never told me that. That was not my choice ( obviously, because I continued to make payments ).
|
| 04/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello, My student loan servicer is MOHELA and I reached XXXX qualifying payments at a qualifying employer in XX/XX/XXXX for Public Service Loan Forgiveness. I submitted my PSLF Certification and Application to MOHELA on XX/XX/XXXX and the form was signed and dated by me and my employer representative on XX/XX/XXXX. When I checked on the status of the form on the MOHELA website, the status shows " Duplicate Form '' and " A duplicate application was processed as Canceled. '' The form I submitted on XX/XX/XXXX is not a duplicate form. The last time I submitted a PSLF Certification and Application to MOHELA was on XX/XX/XXXX and that prior form was signed and dated by me and my employer representative on XX/XX/XXXX. The XX/XX/XXXX is a new form that MOHELA has not processed. MOHELA needs to process the XX/XX/XXXX form so that my XXXX qualifying payments are counted and I am able to get my loans forgiveness through XXXX. The form is absolutely not a duplicate form and was incorrectly cancelled.
I am attaching my XX/XX/XXXX form and XX/XX/XXXX form as attachments. They are not duplicate forms, and cover different time periods of employment for the same employer ( XXXX XXXX ).
|
| 09/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Older American |
|
I am trying to get into my XXXX XXXX XXXX account but none of my passwords work. I tried repeatedly to change my password but to no avail. I then called the XXXX XXXX number and was told by message ( not a human ) that my loan was being serviced by another institution and gave me the telephone number - XXXX. As of now, I have been on hold for XXXX hour and XXXX minutes ( and counting ). I need to get into my student loan account to figure out how to proceed with my student loan and I am at a complete loss as to how to go about that.
I found this on the web : The Department of Education has announced that MOHELA will be the new point of contact for participants in these programs. The switch from XXXX to MOHELA will likely happen for you later in 2022, according to the department, but you can check your loan or grants transfer status on MOHELAs website. No other changes will take place regarding your loans or grants.
When I went to the Mohela 's embedded website I got this message : XXXX - File or directory not found.
The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable.
Please help me access my loans. Thanks.
|
| 10/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
On XX/XX/XXXX I made two payments to my student loan servicer, Mohela : one for a total of {$5500.00}, and another for a total of {$50.00} ( see attachments ).
As of today, Sunday, XXXX XXXX XXXX, these payments have not been reflected by StudentAid.gov nor Mohela. Interest continues to accrue even though the payments have been fully processed and are completed according to my bank which sent me the Acquirer Reference Data, Network Reference ID, and Transaction Approval Code ( see attachment ).
I have sent messages to Mohela and StudentAid.gov for assistance in understanding why my payments are not being reflected on my account -- I have yet to receive a response from either institution. I am ready to pay off my entire loan, but because my two payments are not being applied to my loan account, I am hesitant for any more money to leave my bank. I sent two messages Mohela on XXXX XXXX XXXX
A fair resolution would be for the two payments I made on XX/XX/XXXX to be credited to my student loan balance, and for the intervening interest from this amount be deducted from my account, and assurance that my next payment to pay off my loan will be applied in a timely manner.
|
| 10/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela student loans, SAVE program.
I am approved for the SAVE program and set up my autopay account with Mohela successfully. My date to start repayment on the student loans is XX/XX/XXXX and it appeared everything was all set to begin payments.
On XXXX XXXX XXXX XXXX XXXX Mohela sent me an email/message that I did not see until the morning of Saturday XX/XX/XXXX. It stated that my account had been placed on administrative forbearance.
I did not request or consent to this forbearance. I have no idea why this happened. Mohela offices are closed and will not be open until regular business hours while I am at work Monday XX/XX/XXXX, the same day my payment is due.
This is very confusing, distressing and inconvenient. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have tried to do everything right to prepare for loan payments resuming but was given almost no notice of this forbearance. Only one business day between notification of forbearance and when payment was due. This will likely result in additional interest accruing, for which I have not consented and seemingly have no way to rectify or get clarification from Mohela.
|
| 04/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I submitted an employer certification form ( ECF ) for public service loan forgiveness ( PSLF ) in XXXX of XXXX for my employment dated XXXX XXXX XXXX. I also submitted IRS tax forms confirming the organization 's status as a 501c3 because Federal Student Aid ( FSA ) 's tool showed it as an ineligible employer. I called Mohela for an update regarding this certification on XX/XX/XXXX and I was told that it was under review by the XXXX and MOHELA couldn't provide an update until XXXX had completed their review. I immediately reached out to XXXX to request an update and XXXX stated that XXXX has outsourced that to Mohela. I reached back out to Mohela ( XXXX ) and shared the information I was given. At that time the representative stated that Mohela is the company that is reviewing these forms, but is unable to provide an update until the review is completed. It has been under review since XXXX of XXXX. It's been six months of hearing " you'll get an update in 60 days, '' " 90 more days, '' " 90 days '' and now they simply refuse to provide an update and even lied to avoid assisting me. With all of these delays, I've now been in public service for 10 years and six months.
|
| 11/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I submitted everything for a PSLF review as directed by managers at MOHELA. I called to check on the status because one of the newer forms was marked as a duplicate and therefore was not reviewed properly. THIS WAS A NEW UPDATED form that the staff did not review properly and incorrectly marked. I called and asked to speak with a supervisor and after XXXX waits of XXXX hours each time, I never spoke with a manager- just remained on hold. My file is back in review again but it will now take an additional 90 days due to their lack of review ability. I keep having to bear the brunt of their mistakes and it is not fair at XXXX Also, the payments from XXXX are STILL NOT BEING counted. I am being told from MOHELA that this is a Fed Student loan issue ; however, fed student loan says no way they don't have access to this information and therefore can't be in charge of fixing this issue. I am getting no where in getting these payments counted toward the 120 payments. This was while I was in grad school ; however, I made all payments on my loans during this time and never stopped making payments- they should be counted.
I have attached screen shots to illustrate these issues.
|
| 09/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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My loan payment plan was recently converted from REPAYE to SAVE, but the loan servicer ( MOHELA ) incorrectly calculated my payment. The resulting new payment is approximately {$1000.00} more a month than my prior payment and does not accurately reflect my AGI, family size, and my spouse 's loans in repayment. This is demonstrated by the attached results of the loan simulator. All guidance released by the federal government and available on studentaid.gov indicates that no one is required to recertify their income earlier than XXXX months after repayment pause ends, but MOHELA refuses to correct the payment amount unless I recertify now, XXXX months prior to the deadline. I contacted MOHELA on XX/XX/23 and XX/XX/23 and was XXXX told they could not correct my payment amount without recertification, despite the payment amount being egregiously high due to their error. When I called to request a review and correction of the payment amount, they refused to provide any information regarding how the payment amount was calculated and refused to further escalate my case to a manager. They also have not provided a billing statement, XXXX days prior to the payment due date.
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| 07/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hi, I am on the IDR plan ( REPAYE ) to repay my federal student loans. I was with XXXX and then transferred to MOHELA last year. At the time when I was with XXXX, during the COVID forbearance period, XXXX had emailed me to tell me it was time to recertify my income even though no income recertification was required since it was during the COVID forbearance period. With XXXXXXXX XXXX incorrect guidance, I recertified my income online on XX/XX/XXXX which resulted in a much higher payment compared to the previous year. I should not have to pay the higher payment due to my original servicer ( XXXX ) providing me with false information. It is unfair for me to be punished with an almost 5x higher payment because I was trying to do the right thing and follow their guidance. I should be provided with the same benefit afforded to everyone else as no one was required to recertify their income during the COVID forbearance period. I have tried to call the new service provider MOHELA but the call has not been successful. I have searched online and seen that others have been able to undo their income certification so I was hoping I could get that courtesy extended to me as well.
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| 01/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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Please refer to prior complaint as well.
I received two direct deposit refunds and one check totalling to XXXX following my claim in XXXX to the CFPB after requesting money paid towards my loans during the pandemic refunded. My current balance through Mohela now, however, is XXXX, with interest ( please see attached document for confirmation ). As I was at a XXXX balance prior to my requested refund, and there has been no interest throughout the payment pause duration, these numbers don't add up. I have contacted two upper level Mohela reps ( after being on hold on the phone for almost two hours for each call ), once in late XXXX and again after I never received the promised call with a resolution within a week in XXXX. I was told this would be resolved again within a week and I have not heard back. When I called two days ago, a representative said there was no record of either call and that they couldn't determine the discrepancy with the balances other than that I might get a check with the remainder. This is unacceptable. I need to either be fully reimbursed to the total currently listed on Mohela 's website or the total owed needs to be adjusted appropriately.
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| 01/21/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Can't repay my loan
- Can't get flexible payment options
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Web |
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I obtained about XXXX in student loan debt XX/XX/XXXX. When I graduated from college XX/XX/XXXX, I was n't able to pay back my loan at the minimum payment because of other debt. They would n't allow me to use an income-based payment plan because that only calculated my income and not any of my bills. Not being able to make the payment they always suggested that I do a forebearance which continued to accrue interest. When I finally had the opportunity to consolidate my loans, the lowest rate was 8.25 %. My debt is now XXXX and I pay 8.25 % interest on it. I 'm not allowed to re-consolidate at a lower rate so I 'm stuck with this high interest debt of XXXX. I 've been making monthly payments for a few years but I can only pay $ XXXX/month because of other income obligations. This does n't even cover my interest. I will be paying for this loan for the rest of my life with no opportunity to re-consolidate at a lower rate and the principal payoff increases every month. If I was able to use the income based repayment plan and have it factor in my bills vs my income, I probably could have made payments rather than forbearance. They made the forbearance option way too easy.
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| 11/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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The issue I am having : XXXX out of my XXXX total federal student loans are currently being reported twice as duplicate accounts on my XXXX credit report. There are XXXX federal student loan accounts being reported under Dept of EdXXXX and the same XXXX accounts are also being reported a second time under Mohela/Dept of Ed . The duplicated accounts listed twice under both XXXX & MOHELA are all reporting as open with a balance. The loan servicer changed from XXXX to Mohela earlier this year. I previously had an issue with XXXX of my federal student loan accounts being duplicated on my XXXX XXXX XXXX credit reports, which was resolved after submitting a credit dispute. However, the issue with XXXX is much more serious, as my total federal student loan debt is now incorrectly being reported as XXXX instead of XXXX and XXXX has not corrected issue with my federal student loan accounts being duplicated even after submitting a dispute multiple times. I sent a message to MOHELA customer support on XX/XX/23 informing them of credit reporting issue. I also submitted a complaint on XX/XX/23 with the U.S. Department of Educations Federal Student Aid Office ( studentaid.gov ).
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| 02/22/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I had received XXXX emails on XX/XX/XXXX regarding potentially negative activity on my credit report. After reviewing my credit alerts, my student loan lender, MOHELA, reported they had attempted to contact me and were unable to reach me. These seven reports brought my credit score down XXXX points. I contacted MOHELA explaining that I had not received a phone call, letter, or email from MOHELA. I was informed by MOHELA that they in fact did not attempt to contact me. I have no past dues and I am still on my grace period with this lender and therefore should not have been reported negatively. They admitted that they will send multiple credit alerts to ensure people will contact them.
MOHELA 's use of false credit reporting has lowered my score as low as it has ever been. The alert mentions they were unable to contact me and had been attempting to when in fact they never had. If they had called, emailed, or sent a letter, I would have willingly cooperated. This hinders my ability to finance my car, pass credit screenings with employers, and continues to cause unnecessary distress. MOHELA will not remove the alerts and claims my score will " fix itself in time ''.
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| 09/05/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I have been making student loan payments dating back to the late XXXX 's. I retired in XXXX and have requested documentation of my student loan payments made to XXXX XXXX XXXX XXXX dating back to that time. I believe I started loan payments at least in XXXX, after I received my XXXX XXXX from XXXX. XXXX. However, my current loan holder, Mohela will not allow me access to the documentation of these payments without a " specific reason '' - as indicated in an email string ( attached page 2 of 3 dated XXXX ). Since student loans have a time factor ( years in payment ) - I need to know how many years I have been in payment status of these loans. I have been requesting this information from Mohela since XX/XX/XXXXand to date, have only received copies of my student loan payments made to Mohela ( attached documents received on XX/XX/XXXX ) and not XXXX XXXX. Additionally, they have indicated that my student loans have only been in payment to them since XXXX ( see attached page 3 of 3 in the email string dated XXXX ) ). I have been paying on these student loans for decades but can not get Mohela to release these payment records to me. I hope you can help facilitate this.
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| 08/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have nearly {$200000.00} in federal student loans from my medical school education. My loan servicer was initially XXXX. I started repayment in 2014 after graduation from medical school.
When my loan servicer was changed to Mohela, my repayment history ( 7-8 years! ) from XXXX was not carried over.
Ive called and messaged Mohela repeatedly regarding this- they've sent me documents via email and USPS that they say are my repayment history but are very clearly NOT my loan documents ( ie another customers name on the document, the date of repayment before 2014, loan total amount {$7000.00} ).
No one can seem to track down my repayment history. As I am now nearing PSLF ( I qualify! ) it is critical that my repayment history is accurate and accounted for in Mohela- we are talking about a nearly XXXX XXXX mistake if not!
I have planned my career around PSLF- taking jobs at public university to ensure my eligibility for loan forgiveness, rather than taking potentially more lucrative work in private practice.
This must be corrected, and urgently. Mohela has been of absolutely no help.
I've attached a document sent to me that is NOT my loan repayment history
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| 08/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I received a letter in the mail from the new federal Student Loan collector MOHELA stating faulty information about my new monthly payments under the new SAVE plan. This payment plan had me listed to pay 2x than I was paying XXXX
I am fortunate to be too poor to afford this new amount/payment plan, so I called and complained about the new payment plan. MOHELA had no record of them sending the letter, and the stated the payments were not correct. MOHELA stated that they had no records in their system indicating I would ever have to pay the amount that I was notified by mail to pay.
While the company was able to rectify this issue for myself, giving me a correct payment plan that is {$130.00} cheaper than what was stated on the letter, I am deeply concerned how this system is being handled by MOHELA. One major companys, mistake, may jeopardize the livelihood of other households and incomes.
Can someone please please please look into this? My concerns are not for myself, but I am the oldest of XXXX XXXX XXXX XXXX, and work XXXX hours of a nonprofit. I do not want to see any of my siblings or in-need clients struggle with similar stressful faulty information.
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| 05/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Good morning, Attached you will find a letter dated XX/XX/XXXX, MOHELA 's response to my previous complaint filed in XX/XX/XXXX. To date, my loans have still not been forgiven. It has been 182 days/6 months since this letter. I reach out to MOHELA on a regular basis regarding the status of my forgiveness, and I continue to get conflicting information. Earlier this year, I was told that my application did not go through until XX/XX/XXXX. I have been told that it could be any day now, and I need to be patient. The most frustrating was when I reached out today and was told that my application was not processed until XX/XX/XXXX and I will have to wait ANOTHER 90 days. When I asked about why this happened, I was told it was some sort of discretionary review by MOHELA. I really do not understand what is going on and why my loans have not been forgiven, and why MOHELA continues to give me conflicting information each time I call or chat.
I applied for loan forgiveness in XX/XX/XXXX before my loans were transferred to MOHELA from XXXX, so it has been 9 months since my application, and my loans still have not been forgiven, even though I have met all the requirements.
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| 04/03/2023 |
Yes |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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On XX/XX/2023 I contacted Mohela for XXXX at their customer service number XXXX to explain a current financial hardship I am currently experiencing. After reading their website regarding deferment and forbearance options ( XXXX XXXX XXXXXXXX, I called to see what I could qualify for advising the company that I am unable to make the upcoming payments but could resume in the next couple of months. After being asked to provide financial information I was advised that " with XXXX dollars left '' I am not eligible for any assistance. I asked what the eligibility requirements were and if I could qualify for a one time, one month forbearance as detailed on their website and was advised I don't qualify for anything and they don't provide the eligibility requirements. I called back a second time the same day to update my financial information and was informed that I would have too much money and don't qualify. The qualifications and eligibility appear to be completely arbitrary and capricious. After 5 years of positive payment history " Mohela for XXXX '' would rather see my loan go into default that offer any type of assistance even the one month they claim is offered.
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| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for XXXX on XX/XX/XXXX and was informed that there was a 90 day processing time. The 90 day period has now passed and when I logged in to check the status of my application the status showed " Cancelled ''. I have not received any correspondence regarding this and have not been informed of what " cancelled '' indicates/translates. Upon contacting Mohela by phone on XX/XX/XXXX I was placed on a significantly long hold while my application status was " looked into '' and still was not provided with helpful information or resolution during the phone call. At conclusion of this call I was told that I would need to wait another 30 days for processing as they are unsure of why my application status is showing as cancelled. I submitted all required and fully completed documentation in XXXX of XXXX and I am not sure what the hold up is for moving forward with the forgiveness of my student loans on the basis of 120 months of completed public service. Being that the 90 days has passed I feel correction or further processing of my application should now be expedited and I should not be required to wait another 30 days due to MOHELA mishandling of my application.
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| 12/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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For years I have tried to get information from Mohela, spent countless hours on hold, and received bad information when finally reaching someone. Most recently, I have spent hours trying to reach someone, but no one ever picks up or calls me back. I can't understand how I could still owe money on my federal loans, if I've made 126 PSLF qualifying payments ( per the information in my account profile ) and you only need to make 120 qualifying payments. Meanwhile I continue to be charged each month and accrue interest. If someone would just explain this to me, I could pay what I need to pay, or resolve the issue, but the information available online in my account makes no sense and you can not reach anyone for more information.
As a more general issue, this company should be investigated, they consistently give out misleading information, and make you resubmit the same thing over and over again while never looking at their own errors or improving their processes. I work in public service, I pay my taxes, and it is infuriating to be treated like this by this company which is being paid with taxpayer dollars. Dealing with them has become a second job and a misery.
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| 11/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello, I am a young professional beginning to process of repaying federal student loans after the repayment pause from the era of the COVID19 pandemic. I applied for the XXXX repayment plan on XX/XX/2023 through the service provider XXXX and was approved. I then began applying for XXXX XXXX XXXX XXXX ( PSLF ) on XX/XX/2023 and was transferred to the service provider MOHELA. My PSLF payments were approved.
Currently, my loans are under a mystery repayment plan called " SAVE-Alternative '' that does not reflect the payment amount promised in my approved application from XXXX or XXXX my account with the federal government. All attempts to contact MOHELA via phone and portal messaging to gain more information about this payment plan have failed thus far. Additionally, my new application ( submitted XX/XX/2023 ) to correct my repayment plan to SAVE have been met with significant and unreasonable delays of up to 90 days, and my loans are still showing as being due on XX/XX/2023 despite the fact that they should be in forbearance while my application is being processed.
Please help me come to a reasonable resolution with an unreasonable institution called MOHELA.
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| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I submitted a request to be put on a payment plan approximately once a month beginning in XXXX. As each month passed, I had not heard any confirmation that I would be put on my selected repayment plan, so I applied again. Finally in XXXX I scheduled a call - wait time of 2+ hours - to request over the phone that I be placed on my indicated repayment plan after having applied 4 other times. The representative did not understand why my requests had not been processed, but promised I would now be put on the plan I selected. Fast forward to XXXX, and I am still not on my preferred repayment plan. Additionally, I was notified that my loans were placed in administrative forbearance, and that interest would continue to accrue, and that the auto debit discount of .25 % from the interest rate of each loan would be revoked. There was no explanation of why my loans were placed in forbearance. I have applied for the repayment plan again but am skeptical anyone at MOHELA actually cares about my needs. It seems they are happy to take my money and provide no assistance or service in return, and in fact take additional action to squeeze more money out of me wherever possible.
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| 08/19/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I recently ( XX/XX/2022 ) had my student loans transferred from XXXX to Mohela. The process has been awful and difficult. I have been attempting to track my payments online and to see detailed information about payments I have made towards the Public Service Loan forgiveness program. First, XXXX kept declining my requests to count payments ( form was submitted in XX/XX/2022 and XX/XX/2022 and again in XXXX 2022 ) after it was denied multiple times ( even though the form had been completed accurately ). XXXX just would say that the form was denied but they couldnt explain why. They suggested I resend it and I did. It was then declined again. After not getting a response, I finally gave up and my loans were moved to Mohela. The tracking since moving to Mohela has been terrible. I have called them on multiple occasions to inquire about when I could anticipate an updated payment count only to be told that the XXXX data was kept in a way that would not be accepted and tracked in their system. The person I spoke to said that they have had to get new software and to be patient with them. This conversation occurred in XX/XX/2022 about this and still dont have clarity.
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| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/2023 I requested a student loan payment refund in the amount of {$1300.00} from Mohela under the Covid 19 payment pause. On XX/XX/XXXX, I checked my account with Mohela and my balance had increased by the refund amount. On Friday, XX/XX/XXXX I reached out to Mohela through their web chat and was told that the request has completed processing and was sent to the US Treasury. The representative could not give me an exact date that it completed processing. The representative stated that I could reach out to the US Treasury to check on the status. I reached out to them and that representative told me that they do not have anything in my name for a refund payment. I called Mohela and spoke to a representative. She stated that there is no way to see the status of the refund request and that I would have to wait another 60-90 days. My complaint is that they are keeping my money with little communication or accountability. Mohela is not consistent in their response and provides no written documentation on the status of important financial transactions. They appear to be moving the goalpost on their timelines, which is causing financial anxiety and pressure.
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| 09/08/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Older American |
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My student loan is a spousal consolidation loan. I worked in XXXX XXXX for exactly 10 years before retiring. Under the current Biden Student Loan Waiver, I am able to apply for PSLF even though I am retired. I actually applied before I retired to ensure my payment count was correct. It was incorrect but I wrote to them and asked them to relook at the payments and they found 118 of 120 needed to qualify for forgiveness.
Fed Loans said that I was in forbearance for 2 months and I checked my records and have all the paper work that shows that the reason for the forbearance was a DELAY in them calculating my Income Based Repayment so they suggested/co-oerced me into accepting a month of forbearance, knowing full well this would affect future payments from counting for PSLF.
So I completed the paperwork for forbearance for those two non-consecutive months ( XX/XX/XXXX & XX/XX/XXXX ) and the ONLY reason I had a forbearance was because of THEIR delay in recertifying my Income Based Repayment plan and them reaching out to me to encourage me to file for forbearance while they recalculated my payment. I resumed payments immediately upon recertification both times.
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| 12/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have filled out numerous IDR applications because the initial monthly payment Mohela charged was incorrect under the SAVE plan. The information on the application has always been the same but the payment has changed with new applications but it still not correct. The last application I filled out with a Mohela representative over the phone. She told me I could be placed in forbearance but I would still accrue interest so I opted to make the payment. Under the SAVE plan some of the interest being charged to my account would be covered under the SAVE plan interest laws since it would exceed the initial amount of my original loans if Mohela was actually charging me the correct amount monthly based on my income and family size. I have called numerous times and today was on the phone with Mohela for over 5 hours before an automated message stated that a representative would not be able to answer my call today and if I would like a call back next business day to press # 1. I pressed # 1 and verified the phone number but Im not optimistic I will actually received a call back based on the multiple calls Ive already made and the messages Ive sent with no response.
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| 04/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela is not even processing my PSLF application. They are closing it as a duplicate or canceling it. There isnt a duplicate or at least an approved XXXX so this pushes the processing time even further due to their mistake. I submitted a total of XXXX applications to Mohela, all for different employers, but they appear to only have processed XXXX of them while closing the rest as duplicates. Because of this, I am only receiving XXXX qualifying payments, when I should have close to XXXX qualifying payments. I have attached a copy of the employment applications that need to be added to my account. Please note, my identifying information has been removed for my security but was present when the forms were sent to Mohela.
The applications for The XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX were provided on XX/XX/2023, along with the application for XXXX XXXX XXXX. The application for XXXX XXXX was provided to Mohela in XXXX. Their website reflects it was processed, but no qualifying payments have been awarded, likely because of the XXXX other missing employment periods. This employment is not showing as approved on my qualifying payment statement.
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| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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- had existing loans at XXXX - graduated from school and applied for income based repayment plan, loans at XXXX were placed into REPAYE program - applied for PSLF, was approved by employer and submitted documentation to DOE - was told i needed to transfer loans to mohela to do PSLF - consolidated loans and requested transfer to mohela. in application said that i wanted loans to start repayment immediately and remain on income based repayment plan - loans were sent to mohela and i was placed back on the standard plan ( high payments, accuring interest without subsidy, ineligible for PSLF ) and was put into forbearance ( NOT active repayment ) for unknown reasons, rendering me ineligible for PSLF during this time period. I should be on the SAVE plan where interest is subsidized- have attempted to call mohela every day for last week and have sent multiple secure messages to try to correct this, have not gotten ANY information - their wait times are regularly 3 hours ( not an exaggeration ) and then they say they are transferring you to a supervisor and then you're on hold for another hour - mohela is making multiple mistakes and is impossible to get ahold of
|
| 10/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Mohela refuses to respond and confirm that my PSLF application has been received. After being told by XXXX XXXXXXXX XXXX that my application was transferred to Mohela months ago, I have still yet to get confirmation of them having my application. The deadline for the PSLF Waiver is in several weeks. I understand they are busy and the processing of the application may take some time, however all I am looking for is verification it has been received and is waiting to be processed. The phone number is no longer working. I can no longer get in touch with Mohela. Previously when the number was working I would be on hold for hours, often having the call dropped. One time I was told to resubmit my application to them as they did not get it, which I did. I sent my application certified mail so I know they received it, yet they still are telling me they do not have it. They told me all mail received to date had been updated and therefore why my application was not showing up as having been received was very confusing. Customer Service is rude and not helpful. In order for me to qualify for the PSLF Waiver my application must be received by XX/XX/2022. I need help!
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| 09/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have been working towards PSLF and as of XX/XX/2022, had XXXX qualifying payments and got the " trophies '' saying I would be forgiven. I talked with a Customer service rep ( at that time, loans were managed through XXXX XXXX XXXX ) who said I would be forgiven in 30-60 days. Instead, my loans were transferred to Mohela in XX/XX/2022 and I have been told monthly by their CSR that I would be forgiven in 30-90 days, but it has never happpened. It has now been more than a year since I qualified. I have filed complaints with Mohela directly, with Federal Student Aid, with my state Attorney General, with my State senator XXXX XXXX, with the Ombudsman ( although I got the feeling that that CSR didn't actually do anything. there was some communication barrier, it was odd ). I have now been recommended to make a complaint with CFPB. I'm desperately hoping you can advocate on my behalf. The psychological burden of this debt is significant and it is maddening to know I qualified for forgiveness over a year ago and still am wasting HOURS every month trying to talk with Mohela just to be told the same thing every time -- " Just wait! You're all set ''. Thank you.
|
| 05/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I am writing about the TPSLF program going on right now. I first applied in XX/XX/2022 and had all the correct loans, repayment plans, etc. I received a letter XX/XX/2022 that my employment was approved and I was eligible for PSLF. The letter also said Id be moving from my current loan servicer to Mohela in the coming months. I did not hear anything for months. I reapplied directly with mohela in XX/XX/2022. Right now it says my application was been processed and to wait 90 days. Its been well over 90 days. My student loan still sits at XXXX, my previous servicer. Mohela does not help me or explain why my application is frozen as others who applied literal months after me gain forgiveness within a few weeks. They do not explain who I can contact to be sure my loans move over to their business for forgiveness. I cant even get a payment count, which is a major part of PSLF, to show up anywhere so that I know how close I am to forgiveness and make decisions related to my employment. My repeated calls and requests for help with MY specific application/loans are met with either we dont know or giving me generic robotic answers that dont apply to my situation.
|
| 10/18/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Repeated attempts to contact Mohela to both gain information re : my student loans that they managed, and well as to request account updates, have resulted in zero responses. The loans they serviced were federal DL loans.
During the pandemic, I made payments towards, and paid off in full, student loans that were held/managed by Mohela. These payments were voluntary, and not required, as they fell within the parameters of the interest/payment pause beginning in XXXX of XXXX. Since the initial announcements by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have made multiple attempts to contact Mohela to confirm the amounts I paid during the period of interest/pause, and to request a refund of said amounts in order to take advantage of the forgiveness.
Despite stating to a response will be issued within 3 business days of messages being sent, I have yet to receive any response from Mohela to messages I submitted on the following dates : - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX ( I just sent this today ) In addition, I have spent more than 12 hours on hold over the span of 6 different phone calls, and as of today, they are " not accepting calls ''
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| 08/01/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I stopped going to my flight school ( XXXX XXXX XXXX ) and had them return the remained of the loan to Meritize. Meritize was notified on XX/XX/2023 that the remaining balance was being returned and the loan was going to be canceled. Meritize cashed the check, according to the flight school 's bank records, on XX/XX/2023. The money has not posted to my account as of today, XX/XX/2023. The company says the process takes 30-45 days, which I am past now, and I also believe to be fraud. No lender should take 45 days to post a payment while still collecting interest on that money. After I told the company that I thought it was fraud they said the the interest on the returned money would be refunded, however, they would not tell me how much money I still owed. Because of this I am not able to pay off the remaining balance and am therefor still paying interest on the remaining balance. I believe that they are doing this on purpose to defraud me of money. I have called several times and have been contacted several times by email, and they keep telling me that they are going to help me, but nothing seems to ever happen, and I just keep getting charged interest.
|
| 04/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loans were forgiven under the Public Service Loan Forgiveness Program while they were still with Federal Loan Servicing. However, while my loans were discharged, I never received a forgiveness letter, or a forgiveness date. My account was then transferred to Mohela, which is now handling the Public Service Loan Forgiveness Program.
Whenever I call Mohela, however, I am given the run-around that told that they do not have my account because I was already given forgiveness. It is true that I have had my loans forgiven. HOWEVER, I did not receive an accounting of overpayments I made on my loan. I should have about 180 loan payments, while only 120 are required for forgiveness. Therefore, I have about 60 overpayments that should be returned to me.
I finally talked to someone at Mohela who understood the problem, and she created a case for me to research whether I made any overpayments and whether any money was due back to me. The case number is XXXX XXXX, and I have a reference number of XXXX XXXX. Whenever I try to call Mohela for an update, I get a run-around and then I get cut off. I have been unable to get anyone to give me an update of my case.
|
| 12/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
I have been enrolled in the Public Service Loan Forgiveness ( PSLF ) program since I started working for the federal government in XX/XX/XXXX. I continue to work full-time for the federal government but enrolled in an XXXX XXXX XXXX XXXX in XX/XX/XXXX. My enrollment automatically caused all of my student loans to be placed in " in-school deferment ''. I spoke with a Mohela representative on XX/XX/XXXX requesting to have my loans taken out of deferment so I could make the payments starting in XX/XX/XXXX. This was not done. I called again on XX/XX/XXXX and spoke with another representative who e-mailed me a " in-school deferment waiver '' form to be signed and uploaded. I completed and uploaded the form on XX/XX/XXXX. Again, nothing happened. I spoke with another representative on XX/XX/XXXX who told me the form was there but could take 45 days to process. It has been 45 days and still nothing. I called Mohela again today, XX/XX/XXXX, and was told that it could take another 90 business days!
I simply want to make my payments so they will qualify for XXXX. I only have XXXX payments left to make to qualify for forgiveness and this delay is unnecessary.
|
| 11/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
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.
|
| 11/13/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
XX/XX/XXXX submitted a dispute to remove or show that my Mohela student loan was paid in full. XXXX told me that my dispute did not specify what I wanted them to do so I had to submit another one. I also submitted verification of the debt being paid in full which I had a letter from Department of Education detailing this back in XX/XX/XXXX. I submitted another dispute in XXXX which again verification was submitted. I contacted experian today ( XX/XX/XXXX ). I was told that documentation was never submitted to verify that my loan was paid in full by the first agent. I requested to be sent to another agent to reprocess the dispute. I spoke with this other agent who was able to see the documents that were uploaded prior but did not provide a reason why it was not sent before.
In the mix of everything I had already spoke with Mohela approximately XXXX weeks prior and I was told that the credit bureaus would be notified by XX/XX/XXXX that the debt was paid in full. XXXX and XXXX have already sent me letters last week confirming that the debt has been paid in full but for some reason XXXX has not. I do not appreciate the way this has been handled by XXXX
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My bank sent an electronic payment to Mohela on XX/XX/XXXX for the amount of {$140.00} to be credited to my student loan payment which was due on the XXXX of XXXX. I logged onto my account on XX/XX/XXXX and noticed it was showing that I had not paid it. I messaged them and sat on hold for almost 4 hours waiting to speak to someone. When the person answered they said I sent it to the wrong address. Then they also said they had no record of a payment so I would need to call my bank to cancel the first one and send a new payment. My bank said they did receive it and attempted to call Mohela but could not get through. When I got home I had 2 letters from Mohela, one dated XX/XX/XXXX, stating they had received my payment but at the wrong address ( again it was electronic not paper ) and it would be credited and the other was a bill stating I had not paid anything. I went ahead and submitted another payment on the XXXX just to ensure it would be within the 15 day window. Neither payment has been credited and it is now the XXXX. I have also emailed 4 more times to no response at all. Now, it is almost time for another payment and I am not sure what to do.
|
| 05/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I returned to school from XXXX. I was on an IBR with {$0.00} payments. I specifically asked XXXX XXXX to remove the in-school deferment because I was working towards PSLF. XXXX XXXX did not remove the deferment causing me to lose 2 years of payments. I worked full-time 40 hours per week in an extremely difficult public service position while attending school. Being that my payments were {$0.00} on IBR prior to this automatic deferment that I never asked for and furthermore asked to be taken off why would this happen. PSLF states 10-years of public service. I dont think as someone who has read and kept up with PSLF guidelines & done my part should be punished for improper handling of my request by the servicer. I have been trying hard to get this fixed and I have a complaint that has been in review with student aid for about a year. My payments were {$0.00}, I think its highly unethical that I was placed in an automatic deferment to begin with. Then they make all these changes and exclude in-school deferments after the servicers didnt properly do their job. Ive been trying to get his fixed for years, and for years I have been getting the run around.
|
| 01/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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|
Requested a refund for all payments made through payment pause. I initially called on XX/XX/XXXX, and was told 90 days, and have only received a partial refund from Mohela, and none of my payments made through previous service provider. Mohela then said I had to request through XXXX XXXX. XXXX is saying they are no longer my service provider and its Mohelas job to send the remainder of my refund. Here is a timeline of all the times I called, and what happened on the day of the call.
- XX/XX/XXXX Called Mohela to Request Refund - Mohela Claims Request Takes 5 Days - 7-8 Business Days To Process - XX/XX/XXXX Called Again - Estimated 60 Days Since I Also Had XXXX Servicer Change - XX/XX/XXXX Partial Reinstatement - XX/XX/XXXX XXXX In Bank Account - XX/XX/XXXX Called XXXX for Remainder - Request Takes 2 Weeks - 2 Months - XX/XX/XXXX Called XXXX - Can not Refund - XX/XX/XXXX Mohela Says Request for XXXX Balance Submitted XX/XX/XXXX - 90 Days to See Refund - XX/XX/XXXX Called Mohela Again, No Update - Told To Wait The time frames they have given have all initially passed with no updates on my account. Mohela is taking way too long to process my refund.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
IDR repayment change was submitted XX/XX/XXXX. Today, XX/XX/XXXX, I received a letter stating my account has been placed in administrative forbearance from XX/XX/XXXX to XX/XX/XXXX. There is no information in this letter on whether or not PSLF " payments '' I could be making will be counted. It does state that interest will accrue while they take THREE months to review my application. I've called and waited on hold 3 times today for over an hour each time and haven't been able to reach anyone to ask for an explanation.
Additionally, my loans were consolidated in XX/XX/XXXX and my PSLF payment counts were reset to zero and have not been updated. It's now been a YEAR and any request for information results in the same response : " The currently displayed PSLF and TEPSLF Payment Counts, specifically those for your PSLF and TEPSLF Eligible and Qualifying Payments, may not include all eligible and qualifying payments that you might be entitled to as a result of the Limited PSLF Waiver. We are in the process of updating this information and ask that you check back periodically for updates. Your continued patience during this process is appreciated. ''
|
| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XXXXXXXX XXXX were transferred from XXXX to Mohela in XX/XX/XXXX. Was initially told not to resubmit XXXX paperwork. Then told to submit so I did. Submitted paperwork with no updates and numbers constantly at XXXX XXXX. In XXXX, rebsubmitted XXXX forms as I believed payments to be at XXXX. Since then, was told there was an error with the form. I called and confirmed there was no error. They said they were re-processing. Every time I call, they say the same. XXXX called and spoke to someone who said there are " mistakes '' and they'd transfer me to supervisor. Next person said not a supervisor and repeated they would re-process the forms. I said transfer me to supervisor. Waited on hold over an XXXX XXXX XXXX XXXX with no transfer.
My payments are at XXXX and are missing XXXX Payments should be over XXXX. I have XXXX PSLF forms : XXXX ) XXXX ( understand program started in XXXX ), and XXXX ) XXXX XXXX. I have submitted both forms each time. There is a gap in my employment which is why there are XXXX forms. It is outrageous that nothing has been done and all a representative can say is they will submit the form to be re-processed each time I call.
|
| 04/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I became Aware of a problem pertaining a student loan that I havent ever applied for and I contacted the school which is Mohela on serval occasions was advised to by a supervisor to ask school to cancel the Promissory note which was never done I reported this to the FTC and I have been sending in documents with My signatures as well as talking with a supervisor name XXXX XXXX on XX/XX/XXXX recent documents that was asked of me and then was ask for the report that I made to the FTC and receive a notice of denial this isnt my loan Ive never been in California nor am I aware of this issue which has been a hardship on my life XXXX XXXX and have been since XXXX I had a XXXX a XXXX XXXX XXXX XXXX I would really appreciate if this would be taken off of my credit in the name of XXXX. Please help me trying to do something for my family and this is truly in my way I believe now whoever took out this student loan the school knows the person XXXX is the school I believe financed through Mohela in the amounts of & XXXX, XXXX and {$2.00}, XXXX which is truly Affecting my credit in the name of XXXX please help me remove these items off of my credit
|
| 02/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I contacted XXXX XXXX XXXX the summer of XXXX requesting a refund of all payments paid during the pandemic. I was told to wait 30 days and I should have the refund. I contacted them again around XX/XX/XXXX and was told that the loan was transferred to Mohela. I was told that the request to refund payments paid since XX/XX/XXXX was transferred when my loan was transferred. I requested a payment history. XXXX said that they do not have it because they transferred everything, including my history.
I contacted mohela regarding the refund request and payment history. They told me they could not refund payments paid prior to the transfer and they do not have the payment history. On or around XX/XX/XXXX, I again contacted mohela. I was told that they did not have a refund request in their system and it would take 90 days. They sent a payment history, 4 of the 7 original loans. It is now XX/XX/XXXX and I continue to have unresolved problems with my servicers. I have yet to receive the refund of over $ XXXX owed to me, they have not sent a payment history for the 3 loans that are recently paid off. Any help resolving these issues is greatly appreciated.
|
| 10/12/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
The FedLoan is reporting that I was 90 days late in XX/XX/2019 and 120 days late in XX/XX/2019. This matter is incorrect. In XXXX of 2019, I recently completed my income-driven payment plan. The information reported should not be on my credit report. This was also during a time of medical hardship, I was diagnosed with XXXX XXXX and had to have major XXXX. I qualified for the Income-Driven payment plan, and I was told that my account would be backdated and updated to current. That also included my payment history to the credit bureau. As you can see in the attached document, the reporting makes no sense. It goes from current to 90 days late, etc. I request that this payment history be updated to reflect a current payment history.
I tried to contact the creditor with no success. My loan has been sold to another loan servicer and my request was disregarded. I tried to explain to the new loan servicer that this reporting of my payment history was incorrect and asked for it to be updated to reflect that it was current. They stated that they were unable to update this payment history because the debt belonged to FedLoan at the time of reporting.
|
| 01/05/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have multiple student loans that have been in repayment for more than 10 years. I currently owe about $33,000. I asked my previous loan servicer, Mohela, about qualifying for the Public Student Loan Forgiveness program and was told (via phone conversations) that I had to work for a qualifying employer and make 120 on time payments. They did not inform me that only specific types of payment plans qualified. Only recently did a Mohela representative point me to the correct form for PSLF, after years of being told I was on track. After completing the paperwork, I learned that NONE of the payments I made over the past 10 years qualify for PSLF because of the type of payment plan I was on, even though I was making on time with payments and worked for qualifying employers. I chose to work in the XXXX and public sector in part because of this program. I feel that Mohela misled me and provided incorrect information. Furthermore, the Federal Student Loan materials related to this program are confusing, not transparent, and difficult to navigate. Now that I've switched to a PSLF plan, it's nearly impossible to get straightforward answers to questions.
|
| 07/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I called Mohela to request for the full status of my loan, including the amount of total funds I was ahead on my student loans. I was almost 20 payments ahead on my student loans, but Mohela is advising they are only seeing me ahead by {$350.00}, whereas that figure should be close to {$2500.00}. In Response, I have requested for my full loan history, and servicing file, but no one will acknowledge this request, or provide it. Their Customer Service Representatives " In Training '', can only see back 24 months. I am asking for assistance by holding them accountable by telling me the exact figures I am ahead on my student loan. I know there is 136 payments left, but it is in a tier repayment style therefore the payments will change over the remaining life of the loan. As a Servicer, they should be able to provide the requested document to show how the outstanding balance was paid down to today, but they are not. I'd like assistance in obtaining the full file, and payment history. How do they know I didnt make a {$20000.00} payment prior to the last 24 months?
I've requested to speak to leadership, however I am then placed on hold for hours.
|
| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/XXXX I submitted form 1845-0110 Public Service Loan Forgiveness ( PSLF ) & Temporary Expanded PSLF ( TEPSLF ) Certification and Application ( file attached ) to MOHELA, my current student loan servicer. I expected to hear back from them in XXXX days. On their website my application shows a status of " Processed '' and that they received my application on XX/XX/XXXX. On XX/XX/XXXX I called their PSLF customer service line, and after XXXX minutes on hold, I was told that my application was denied because of " missing borrower signature ''. As you will see, my signature is clearly present in the submitted application. Further frustrating, is if they were denying my application for a mistake on the submitted form, why wouldn't they contact me to let me know that my application was denied? After further conversation with the trainee assigned to assist me, he tells me that I need to submit an identical copy of the cover sheet with section XXXX and section XXXX to go along with each section XXXX and section XXXX. I was assured that this would solve my problem. I will be submitting this to MOHELA after I finish submitting this complaint.
|
| 07/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
My loan was transferred from XXXX to MOHELA a few months ago. My payment amount on MOHELA changed from my amount I have been paying for 20 years. I did not request or authorize a change in my loan terms. It changed from $ XXXX to $ XXXX with the same interest rate of 3.5 %. This means my loan would not be paid off in XXXX, as planned, however in XXXX at that new payment amount, in addition to extra interest I would have had to pay. The extra interest would have been at least $ XXXX at the end of paying it at the lower $ 206 monthly payment.
I contacted MOHELA on XX/XX/2023. They were able to change my payment back to my amount of {$310.00}, however did not have an explanation as to why the change occurred. I explained to them did not ask for or authorize any payment changes or changes to my loan terms.
I am concerned this XXXX have happened to other borrowers and that they will end up paying more money for their student loans, then they also had originally agreed upon and without their permission.
I would request an inquiry into the loans recently transferred over to MOHELA, to see if this is a larger issue or only specific to my case.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
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.
|
| 09/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I uploaded signed PSLF forms for eligible government employer. I was told in XXXX that it had been approved and processed. Still, as of today XX/XX/XXXX, MOEHLA has refused to submit or process the qualifying months and have only processed one of five months on the signed form. Representative told me over the phone that it had been processed and sent to FSA for count to be applied to my account. When I demanded proof of this request and why only one month had been processed, I caught her in a lie. She then said it was still in processing and hadn't been sent to XXXX or applied, which is also a lie because of it hadn't been processed, how would XXXX month have been processed and counted.
I also uploaded a form and documentation of another eligible employer ( XXXX ) on XX/XX/XXXXXXXX with accompanying eligibility documentation ( XXXX XXXX ) and MOHELA has done nothing to process the submitted form.
Representative : XXXX ( XXXX XXXX ) claims they only verified XX/XX/XXXXXXXX but have to verify all other days of employment, even though the entire employment period is on one form and signed after employment period ended.
|
| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have submitted CFPB Complaint # XXXX, which is still open. However, in the interim I have received a notification from Moehala stating I only have 36 months worth of PSLF payments. This is obscured! I have provided documentation in my initial complaint and previously to Moehala to reflect that I worked at the state while making payments for significantly more than 36months.
I continue to believe that the same illegal tactics used previously to keep people drowned in student loan debt is still being used. I have been out of XXXX since XX/XX/2008 and made payments this entire time. That is 15 years, and yet I still am in student loan bondage. Every time there is hope that the system has changed to ensure there isnt so much red tape to qualify for PSLF, it is quickly taken away. It is very upsetting to know that I took a job with the state barely making enough to be out of poverty with the promise that I would qualify for some level of student loan forgiveness, to yet still be waiting.
I cant even consider getting a car because I realize the strain that having a car payment and potentially a student loan payment would cause my family.
|
| 03/01/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
Older American |
|
In 2010 my income sensitive payment program was approaching its fulfillment time of 25 years, so I contacted my loan servicer to find out what the process of completion was. At that time I was informed that my loan had been transferred from its original servicer to MOHELA two years previously and that I was no longer on the ISRP but had automatically had my loan placed on MOHELA 's XXXX program and that the 25 year forgiveness period started all over again with the new servicer! I am now XXXX XXXX XXXX and my loan will not be forgiven until I'm in my nineties! In the meantime, as interest has accured, my credit report shows that I owe more than {$150000.00}. up from my original {$43000.00}. loan through interest. I applied for forgiveness for my work in nonprofits but was turned down because they were not qualifying nonprofits. I can not purchase a home, nor anything else requiring a credit report because of this debt, although I have been meticulous in keeping up my status with the loan servicer. This " start over again '' policy on firgiveness when a loan is transferred without the borrower 's knowledge or permission is a federal scam!
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I signed up for auto payment of my student loans with my new loan servicer, Mohela.
Student loan repayment resumed in XXXX. My account was not debited, and I received a letter from Mohela saying that my account was placed into forbearance. I called and was on hold for 2 hours and 19 minutes, which is unacceptable. The US Department of Education should have customer service metrics and requirements for contracts, and there should be penalties for wait times this long, since they indicate the company is focusing on profits over customer service.
The person I spoke to said there was no reason that she could see for the administrative forbearance on my account. She also noted that many other people had there loans placed into forbearance. Not knowing the profit terms of their contract, I worry that Mohela may have done this to squeeze out extra interest on loans.
When I asked the customer service person how I could submit a complaint to Mohela, she told me there was not a way, and to reach out to the Dept. of Education, which I had already done. I then waited on the phone for 25 minutes while she waited to find out how I could complain.
|
| 07/30/2019 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
|
|
I refinanced my Federal Student loans to XXXX XXXX and did not receive enough information from them regarding the fact that they would become private loans and the consequences of that decision. Recently ( XX/XX/XXXX ), my income level has been reduced significantly for the foreseeable future and I am having difficulty making my minimum payments. This unfortunately coincided with me restructuring my credit card debt and my credit score is below the minimum of XXXX for that company. I called and was able to receive forbearance for up to 12 months but that would ultimately increase my monthly payments.
Complaint # 1 : extremely poor communication on the nature of refinancing my student loans initially Complaint # 2 : extremely poor customer service in being able to address my concerns without numerous calls and an inability to reach supervisors to address my circumstance ( calls made XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX, and earlier ) Complaint # 3 : they are unable and unwilling to provide any solutions othan than forbearance for up to 12 months, at which time I will go into default ( email notification of this recieved XX/XX/XXXX )
|
| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Checked my loan status in XXXX to prepare for repayment. Submitted my borrower defense application & submitted my SAVE application to prepare. I chose to have my loans put into forbearance while my application was in process. On XX/XX/XXXX & XX/XX/XXXX I received an email notification stating that a forbearance was put in place on my loans. Upon checking i did show that no payment was due. On XX/XX/XXXX, the forbearance had been removed and a payment was still showing due. I sent a message through the online portal for review. On XX/XX/XXXX, I logged into Mohela and my account status still showed a payment due despite receiving a reply from my online message regarding the forbearance which was still not showing on my account. I contacted XXXX on XX/XX/XXXX who stated that they couldn't understand why my forbearance was not applied & they were going to escalate the issue. I contacted them again on XX/XX/XXXX due to no resolve. I also sent another online message which I still have not received a reply from. I contacted Student Aid who did resend the forbearance notification to mohela on XX/XX/XXXX & today my payment is still showing due.
|
| 10/16/2023 |
Yes |
- Debt collection
- Federal student loan debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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Account number XXXX This a complaint against Moehla Department of Education.
This agency is been trying to make business with me.
On XXXX XXXX with tracking number XXXX delivered on the XXXX requesting to cease and desist this account due to insufficient information requested.
After requesting to delete and to cease and desist this account, Moehla is still trying again to make business with me. I sent out another letter on XXXX XXXX with tracking number XXXX to cease and desist this account with my fee schedule. Once again Mohela Department of Education failed and wrote me an other mail. This an harassment towards me, and identity theft. 15USC1681q you are obtaining my information under false pretenses. 18usc1028 fraud and related activity in connection with identification documents authentication feature and information. I requested Moehla to eradicate anything related to my identity such ssn, dob, name, taxpayer identification number, driver license, address or transfer of a document by electronic, this department failed and retained my information. Delete my information anything what what issued by the government belongs to me.
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| 09/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA is forcing me to recertify my income for the new SAVE plan before I am required to. I was on the Repaye prior to the Covid pause and now have been automatically placed on the SAVE plan. However, my payment increased by over {$600.00} when I was switched to the SAVE plan. When I called MOHELA to inquire as to how this could be I was told it was because I needed to recertify my income. I advised the rep that I was not required to recertify until 6 months after payments resume at the earliest according to the Education department. The rep then said that I actually didn't need to recertify until XXXX of 2024 according to her records but in order to change my payment amount I would need to recertify now. This is deceptive and a violation of what the regulation states. This practice will hurt millions of people, including myself, that will have an increase in their monthly payments after a recertification because of an increase in income during the past few years. Forcing us to recertify earlier than required by law will accelerate the date that we have to pay the higher payments and totally disregardsour financial planning efforts.
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| 08/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX I called Mohela student loan Public Safety Loan Forgiveness program to see when my discharge letter would be mailed for the PSLF, Public Safety Loan Forgiveness program. They tried to take me off the PSLF and put me on a different payment plan. I finished college in XXXX, at that time I was a XXXX XXXX worker ( XXXX for the XXXX of XXXX ). In XXXX I began making payments on my student loan. When the PSLF first came out I signed up for the loan forgiveness. I called back to see how things were going shortly after signing up for the PSLF. They told me everything looks good and I will receive a discharge letter.
I called back on XX/XX/XXXX XXXX XXXX they told me they were waiting on the other side to make a decision. They told me I made XXXX payments and needed XXXX more payments to equal XXXX. I told them I made XXXX payments. They said yes you did but we accepted only XXXX, had something to do with subsidizes in which all this is new. When I first signed up I was waiting on a discharge letter now this is new trying to have me to continue to pay on a different program and disregard my PSLF in which I made XXXX payments!
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| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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Mohela loan repayment was set to begin in XX/XX/2023. I used the app feature to message on XX/XX/2023 of writing in to change my due date from the beginning of the month to the end of the month. I received no response so I decided to call. When speaking to the representative, they reported that they would change my due date and that I wouldnt have to worry about making a payment until XXXX. I was relieved and appreciative. I followed up in the app to ensure it was also updated, at which time I received notification that my loans went into forbearance until XXXX. I was grateful for how things had worked out because I am struggling with debt. I checked in XXXX and their status was still in forbearance until XX/XX/2023, only to find out yesterday that they have reported non-payment on my credit!!!! This is unacceptable! I would have found a way to pay my loans to not affect my credit score if they had not lied about changes to my due date and forbearance status. I am being crushed by this debt and now my credit score has to suffer. I need help navigating where to go from here, I will not recover from this as it continues to accumulate.
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| 03/06/2019 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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Mohela withdraws funds from student borrowers when they are not due. I raised this complaint in complaint number XXXX. Mohela intentionally misled the XXXX by responding that it has never automatically withdrew funds from me : " To date, MOHELA has not processed an automatic payment through your bank account ... '' See Mohela 's response dated XXXX XX/XX/XXXX and attached here. That is simply not true.
On XX/XX/XXXX, Mohela withdrew the following sum. Note that {$580.00} went to principal. Clearly, this payment was not due. Mohela withdrew money that was not presently owed. When this practice was reported to the XXXX, Mohela intentionally misled the XXXX about its practices.
XX/XX/XXXX {$590.00} {$580.00} {$9.00} {$0.00} N/A Details Bank Account : N/A Payment Source : Auto Pay Loan # Loan Type Amount Applied to Principal Applied to Interest Applied to Fees Bill Satisfied 1 XXXX-Refi 15 Year Term {$590.00} {$580.00} {$9.00} {$0.00} A more thorough investigation is in order as Mohela can not be trusted to accurately report it practices. These corrupt, unethical, and possibly illegal practices by student loan providers must cease.
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| 04/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Older American |
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I entered repayment of my student loans in XX/XX/XXXX. Until XX/XX/XXXX, the loan servicer was XXXX XXXX XXXX XXXX XXXX XXXX ). I consolidated my loans with XXXX with my first payment to them in XX/XX/XXXX. My loans were transferred to Mohela in XX/XX/XXXX. I have attempted without success to get documentation of my student loan payments made from XX/XX/XXXX to XX/XX/XXXX from XXXX and Mohela but XXXX and Mohela do not have a record of these payments. I was informed by Mohela to contact studentaid.gov ( Department of Education ) which has informed me to contact my student loan servicer, then informed me to contact XXXX XXXX XXXX XXXX XXXX XXXX ), the prior servicer. As I have paid on this student loan since XXXX and have never been in default, I believe would be eligible for forgiveness under the XXXX year student loan forgiveness program in XXXX. I was hoping to retire that same year as I will be XXXX XXXX XXXX. As I am unable to find a way to contacXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I am missing XXXX years of student loan payments in my payment history with no way to verify the payments. Thank you for your assistance.
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| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have copied and pasted the last message I sent them. In addition, I have called more than 4 times since the beginning of XXXX. Each time I have called, the wait time average is 3 hours. When I finally reach someone after hours, they either do not know how to help or have given me incorrect information.
My latest message sent today, XX/XX/XXXX : Hello, I requested that the involuntary forbearance that was put on my account be removed -- it is still there, and then it caused my IDR to be denied. I also requested the Graduated Extended Repayment Plan in XXXX, and that has not been processed. I also submitted a Death Certificate for the co-signer of some loans, and that is showing as " processed, '' but no adjustments have been made.
Please : Remove Forbearance status Resubmit IDR Process Graduated Extended Repayment Plan request Process Death Certificate I have called numerous times, with 3-hour wait times, to explain this situation, but no one has been able to help me. I need some options. At this point, I am begging for help. I have a very serious life-threatening medical condition, and this process has been very stressful.
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| 09/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XXXX XXXX XXXX XXXX is falsely reporting that I am an enrolled student. I am not. Mohela says half of my loans are in in school deferment. I called and asked about this issue and informed them I briefly enrolled at the XXXX in XX/XX/XXXX but immediately withdrew. For some reason the university is updating my status monthly as enrolled. I am unable to get in touch with anyone at XXXX to resolve the issue. Second, in XXXX I requested that my student loans be in repayment status while I was in XXXX XXXX. My loan servicer is reporting that my loans were in deferment for 6 months of XXXX. Mohela told me that I could get this corrected via FSAs site. There is no such form for correction on FSAs site. Mohela also said that FSA is reporting my enrollment at a university- I looked in FSAs site under your enrollment and the XXXX is not reporting as a school Ive attended- BUT they still show that half of my loans are in deferment status. This all matters because I have been a public educator in the PSLF program for 15 years. I should be eligible for forgiveness NOW but am not due to these issues and inaccurate payment counts as a result.
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| 12/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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In took 1 quarter at XXXX XXXX. In that quarter I had a subsidized loan for {$1000.00} and an unsubsidized for {$1300.00}.
In 2018 my wages were garnished to repay XXXX XXXX. I've spoke with them and they agree my debt is 100 % paid.
Also in 2018 my federal tax refund was offset by XXXX Department of Education for {$2300.00}. This account is XXXX years old, over those 11 years I have also made monthly payments. I'm not 100 % certain of a total amount at this time. As my account keeps getting forwarded to new servicing agency 's. XXXX XXXX then XXXX XXXX and now Mohela. I've tried many times to resolve this issue with Mohela. I've call customer service, I've sent emails and documentation prove of my paid debts yet no one can assist me and I am still paying every month.
According to Mohela I still owe {$920.00} for the subsidized and {$1200.00} for the unsubsidized.
U.S. Department of Education says I have a zero balance and need to contact mohela. They will not help.
I do not know where to go from here. Who would have know a {$2400.00} loan would cost so much and take 11 years to repay. At this rate it will never be paid.
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| 10/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied for the SAVE program through the studentloans.gov website. I self reported my income through mohela as I was unemployed at the time. Mohela automatically put me in administrative forbearance, I never wanted to be in forbearance. I requested to be taken off because I did not want to be charged interested. I was told it would take 5-10 business days. It has been a month now. Everytime I call to get it fixed I have to wait on hold for at least an hour. The other day I was on the phone for 4 hours trying to escalate my issue to leadership. I was told that I was not being charged interest by multiple employees even though I know that is incorrect. No one can give me an actual date when I will be off forbearance. I will have {$900.00} dollars of interest a month while I am in forbearance instead of getting the interest credit through the save program. If they did this to everyone who self reported their income they are likely racking up millions of dollars of interest. No one can take me off, no one can credit my account, no one can expedite the process, no one can give me an actual date when my request will be processed.
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| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Older American, Servicemember |
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I submitted the following information through Mohela secure email on XX/XX/XXXX2023 and XX/XX/XXXX2023 and spoke with customer service representative on XX/XX/XXXXXXXX and they were not able to give any information regarding refund. Below are the two emails sent to Mohela : The purpose of this email is to obtain information regarding payments made after my 120th qualifying payment. I have a total of 160 qualifying payments dated ( XX/XX/XXXXXXXX ). My XXXX XXXX consolidated on XX/XX/XXXXXXXX ( documentation below ) and my loan was discharged on XX/XX/XXXXXXXX ; however, I continued to make payments from XX/XX/XXXXXXXX until XX/XX/XXXXXXXX ( documentation below ). I made 14 additional payments in the amount of {$1100.00} from XX/XX/XXXXXXXX until XX/XX/XXXX. According to your information posted on your website, and the student aid gov website these are considered overpayments ( 14 payments of {$1100.00} = {$16000.00} ) and should be refunded to me. Please review information below and check your information and my student aid gov loan history. I would greatly appreciate it if you could review the information and respond.
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| 08/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am employed ( two jobs, each XXXX XXXX ) by XXXX XXXX XXXX XXXX and thus my federal student loans qualify for Public Student Loan Forgiveness. I hit XXXX qualified payments ( toward PSLF ) at the end of XXXX. I sent in two employment certification forms this year, which showed my qualified payment counts are higher than XXXX. Mohela ( student loan servicer ) told me that my loans were sent " direct to discharge '' to Federal Student Aid at end of XXXX however this year they have not yet been forgiven/discharged. I have called Mohela several times and they can not tell me a timeline of how long to wait, nor review if my information was sent and communicate with FSA on what the hold up is. I have also filed a complaint with FSA on XX/XX/XXXX and this is still pending ( though originally I was told I would get a reply within 15 days ). I can not get an answer from anyone to check if my loan information was correctly shared to FSA from Mohela, and what the hold up is. I did have some other loans that were forgiven via PSLF this XXXX, but the majority are still being held up even though these have more qualified payment counts!
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| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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Under the pslf program, student loans that were eligible for this waiver could receive a refund. I enrolled in this program in XXXX, and have not heard anything from Mohela. I have tried contacting them several times and I recently was told that when Biden 's cancellation plan goes into effect, eligible student loans will be automatically enrolled and no longer eligible for the pslf waiver and refund for qualified payments. This is unethical because it looks like this company is just sitting on these applications waiting for automatic enrollment into Biden 's cancellation program so that they do not have to refund monies to qualified student loan payments. I am a single mother currently pursuing a XXXX XXXX, and the money for qualified payments being refunded back to me would really make a difference in my program. I have been in public service for 20 years, and my loans should have been forgiven years ago. It's unethical that this program exists, but in order to qualify for it you have to turn down the option to have your loans canceled and potentially risk not even being qualified for the program. It feels like a huge scam.
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| 10/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I don't have any outstanding issues as of now. I am making this complaint in public interest. My complaint is that it is super hard to contact Mohela to get information. One has to wait for around XXXX hours on the phone to get in touch with someone at Mohela.
After trying to get in touch with Mohela over many days in vain, i took one day off from work specifically to call them. I contacted Mohela, my student loan service provider via phone for information on student loan on XX/XX/2022. I called on their number XXXX. I was put on hold for XXXX hours and XXXX minutes.
While I was able to get in touch with customer service at Mohela on XX/XX/XXXX after the XXXX hour wait, I had to forgo my income for that day. I am sure that many people are struggling with the same issue. When i asked the customer service person why there is such a long wait, i was told that it is due to the high call volume. In contrast calls i made to XXXX XXXX XXXX ( my first provider before loans got transferred to Mohela ) where answered in less than 10 minutes. I am sure than such a long wait time for Mohela is to dissuade people form contacting them.
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| 12/12/2021 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I contend that the original loan ( which was {$5000.00}. ) amount has been paid. However the loan was consolidated and interest accumulated. On XX/XX/XXXX the principal balance according to MOHELA was {$22000.00}. I have made payments from that date until XX/XX/XXXX totaling over {$10000.00} but yet the principal balance on XX/XX/XXXX is {$22000.00}. How is that possible? So none of my payments have effected the principal balance in 5 years? How is that fair? Also, during the Coivd19 grace period on MOHELA 's website it states " During this time no interest is accruing and no payment will be due before XX/XX/XXXX ''. I checked my account and interest has accrued in the amount of {$3400.00} for a total payoff amount of {$26000.00}. So if I could payoff my account on or before XX/XX/XXXX that would be the payoff amount? What happen to NO interest accruing during the pandemic grace period? I am not a teacher, nor do I work in the public service sector, nor am I total and permanently disabled. Is there no remedy for other workers trying to pay off their student loan? How can I get the principal balance reduced on my student loan?
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| 10/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I am currently in XXXX XXXX, but I work for a local government and will qualify for public service loan forgiveness this fall. My account was switched to " in-school deferment '' status in XXXX. I first messaged Mohela to request that the in-school deferment be permanently removed from my account on XX/XX/23. When I messaged, it stated that my message would be responded to witXXXX XXXX XXXXess days. It was never answered. I placed follow-up calls to Mohela on XX/XX/23, XX/XX/23, and most recently, XX/XX/23. On the last call, the rep stated that she put in the request to have the deferment cancelled, but it would take 2-3 business days. This is the 3rd business day and it is still there. I have faxed and messaged multiple requests to remove the in-school deferment and to revert XXXX and XXXX to XXXX forbearance. The request I sent on XX/XX/23 is marked in my file as APPROVED and XXXX and XXXX are now listed as qualifying payments, but my account is STILL on in-school deferment status. XXXX and XXXX should be my XXXX and XXXX qualifying payments, yet Mohela is refusing to cooperate so that I can make my last two loan payments.
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| 10/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have been a XXXX XXXX for almost 12 years. I am writing today because I have been waiting for two years for my PSLF discharge on my student loans to process from the U.S. Department of Education. The loan servicer indicates that I met the qualified number of payments in XX/XX/XXXX. I am now more than 28 months past that date.
I have called repeatedly for guidance or answers ( both the previous servicer and now our current servicer ), and no one seems to be able to assist me.
Prior to XX/XX/XXXX, I was assured on every phone call that nothing more was needed, and that the loan forgiveness was in process. We were told to just wait. The servicer indicated that they have done everything they can do, and we are now waiting on a response from the U.S. Department of Education. Then, on XX/XX/XXXX, I was told that no application was on file for me, and I needed to submit a new application. I did this immediately on that day and submitted it through the portal.
It has now been five months the servicer still does not have any answers for me. They put in a PSLF forbearance in the system, but now the loans are accruing interest.
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| 07/24/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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XX/XX/XXXX - student loan paid off, letter attached, XXXX XX/XX/XXXX- Contacted by XXXX XXXX about my loan, letter attached - XXXX XXXX XX/XX/XXXX - signed intent to pay under threat by XXXX XXXX to Attach pay XX/XX/XXXX- found XXXX Letter of proof of payment in XX/XX/XXXX, letter attached - XXXX XX/XX/XXXX- Mohela obtained loan contact via letter for payment transfer XX/XX/XXXX - Contacted DOE - XXXX XXXX XXXX, Faxed to XXXX Case # XXXX my documentation of proof of payment of loan. Received a call in XX/XX/XXXX about the same matter from XXXX XXXX. Did not realize she had spoken to me. Asked her what she had done to date. Response was she would get in touch with Mohela about cancelling debt collection and clear credit. Have never received any information in writing or phone call back concerning this matter. XXXX XXXX XX/XX/XXXX- Contacted CFPB regarding matter XX/XX/XXXX - Received response from Mohela that was not satisfactory. I want copies of my loans and pay off dates and schools, etc. - XXXX XXXX Legal action pending the outcome of this filing and FCC Complaint also with Department of Banking debt collection practices.
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| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Once student loans went back into repayment, I applied to be put into the XXXX plan on XX/XX/23 which my application is still " pending '' 2 months later with MOHELA loan servicer. When checking on my online account, I was unwillingly placed into " administrative forbearance '' with out my consent. During this time there is 3 different areas on my online account that states I owe 3 different amounts ; NO payment due, {$30.00} due and {$75.00} due. How am I supposed to know which one to pay? I tried calling about 3 weeks ago before XX/XX/23 when payment was due and I was placed on hold for 2 hours and they eventually hung up on me. Now, I get a notification that my loan interest is going to be {$15000.00} and will be added to my principle balance. Number 1, where are they getting these interest numbers? and 2, interest should have been stopped during the covid forbearance? There has been NO CLEAR communication by MOHELA during any of this repayment OR the fact that I applied to be placed into a different payment plan. What they are doing is fraud and taking advantage of a very confusing time. They should be held accountable.
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| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Like many people, my student loan payments came back into repayment in XXXX. In the span of one week, I received wildly different information from Mohela regarding my repayment plan. On XXXX XX/XX/2023, I was told that I would owe {$320.00} per month, starting XXXX XX/XX/2023. On XXXX XXXX, I was told that I would owe {$1000.00} a month starting XXXX XX/XX/2023 ( both letters are attached ). I am part of the Public Loan Forgiveness Plan, so picking the correct payment plan is essential to being able to have the balance of my loans forgiven. I wrote to Mohela about this, and they took over a week to get back to me. When they did, they simply told me to call customer service ( a screenshot of our correspondance is attached ). I have spent over one hour trying to reach someone on their customer service line ( see my screenshot from XXXX- this was my second call today ) and it is absolutely impossible to speak with someone. I am not at risk for being punished for missing my payment ( putting my loan forgiveness in jeopardy ) after they provided me with contradictory information and then stopped providing information altogether.
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| 10/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am in the PSLF program. My loans have been in repayment since XXXX, well longer than I need to have my loans forgiven.
I consolidated my loans and was transferred to Mohela as my new servicer in late XXXX. My loans disbursed on XX/XX/XXXX.
I resubmitted my employment certification form to MOHELA and received confirmation on their website on XX/XX/XXXX that my form was received. As my previous servicer was XXXX. My initial PSLF forms had been uploaded to them in XXXX at the start of the temporary waiver period.
On XX/XX/XXXX, I received e-notification that there would be a 10 day delay in processing my employment verification form. I have not heard anything from Mohela.
I just called their customer service auto service telephone number. When I entered my SS # and birthday, the automated system says that they do not have my loan information. I can clearly see my consolidated loan information on their website.
Mohela has had my loan data since XX/XX/XXXX. With the looming deadline for the PSLF waiver, I'm concerned that I have been unable to get any account updates and information for over three months from Mohela.
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| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Older American |
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I am enrolled in the PSLF program. I have contacted Mohela ( my federal student loan loan servicer ) several times about my PSLF eligible payment count. Their count is off by 12 payment months. I also contacted Student Aid.gov. No change, no result.
1. I worked for the XXXX XXXX XXXX XXXX XXXX from XXXX, but Mohela only counts XXXX. They are missing two eligible months : XX/XX/XXXX ad XX/XX/XXXX. I have submitted correctly completed Employment Certification Forms ( EFCs ) s.
2. I worked for XXXX University from XXXX. Mohela has not counted XXXX ( 10 months of payments ) as eligible payments. I sent the ECF, but Mohela said the form was a duplicate. This is because I sent an ECF for every year I worked for XXXX University and when they received my latest form in XXXX, XXXX they saw it was from XXXX University and assumed it was the same form I had sent for the last 4 years. It was for and from the same employer, but borrowers are supposed to update with a current EFC each year to update their payment counts.
When I go to my account on Mohela my eligible payment count stands at XXXX/XXXX payments. It should read XXXX.
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| 03/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am applying for the XXXX XXXX XXXX XXXX for my loan through MOHELA. If accepted, this program forgives {$5000.00} of my current loan balance.
I applied in XXXX and was denied for the loan forgiveness. I filed a complaint shortly after because their customer service representative was unable to tell me specifically why my application had been denied. They sent a vague letter that gave very little information about how to fix my application before reapplying. The only advice I was given was to change the name of one of the school buildings.
I sent my application back to that school, fixed the name, and reapplied. I was then denied for a second time.
I called customer service again, was put on an extended hold, and told that they weren't sure of the exact problem, but it might be because one of the school 's superintendents did not list their title next to their name. When I asked why this issue was not brought up in the initial denial, they had no explanation.
I am now fixing my application and applying for the third time, still without any clear guidance on what needs to be fixed for my application to be accepted.
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| 01/15/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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I did a FTC report in XX/XX/XXXX and spoke with XXXX POLICE DEPARTMENT because there were 11 student loans on my credit reports from XXXX. XXXX sent me a Packet Titled LOAN DISCHARGE APPLICATION : FORGERY and i filled it out and sent it to XXXX. On XXXX, XXXX XXXX, XXXX Closed all XXXX accounts from my XXXX, XXXX AND XXXX Credit reports. In XX/XX/XXXX XXXX Reopened my 11 Accounts and added an Fraudulent account with MOHELADEPT OF ED For the same amount as the fraudulent EDFINANCIAL Accounts, {$71000.00}. This account does not belong to me. Under 15 USC 1681 ( a ) 3, You guys assumed this role without permission not only that you did not have my consent. You guys did not respect my right to privacy which is under 15 USC 1681 ( a ) 4. You did not exercise your grave responsibility, you were unfair, you were partial. I have already taken the liberty to file a CFPB report and an attorney general 's complaint. You never had a permissible purpose Under 1681b ( a ) 2. I never instructed you guys to furnish this report and I never consented to this report in the first place. Multiple addresses are reporting on my profile as well.
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| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
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To Whom It May Concern, The loan company saying I owe for the student loan is a scam. We're not sure where to go from here to pursue this dispute.
I do have documents of the research and correspondence we have made so far of the various companies that have received my payments in which, you can find that those that received the most payments are in ongoing lawsuits. The most current company, MOHELA, that says they are in charge of my student loan has put a lien against me which is putting a hold on us qualifying for a home loan. Even if I could just pay it off AGAIN I wouldn't know where to pay it to. I was paying to the companies in good faith all these years that where in charge of my student loan at the time. So, who do I believe?
Do you know of any action that I can take to resolve this problem? Any help you can offer would be greatly appreciated.
Thank you, XXXX XXXX XXXX XXXX, I am hesitant of sending this because to me that just wakes up the company MOHELA to start harassing me again. I would like this whole thing looked into. MOHELA just ignored me when I sent them the letter and documents in the first place.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XXXX XXXX transfer of accounts to XXXX and then MOHELA has been, in short, a travesty.
I started working in a PSLF-eligible job AFTER XX/XX/XXXX ( prior to that I was with a private employer from mid XXXXXXXX ). I kept paying all through the pandemic on my XXXX XXXX account even though it was in forbearance.
Mohela says even though I had FOUR YEARS of prior public service from XXXX, only nine payments are credited which is not accurate as I had certification submitted by my prior employers.
Now I'm stuck in forbearance XXXX again even though I timely re-certified for IDR. So, once again, even though I've now been working ( and paying ) for almost a year under another public service job, I'm getting XXXX because they are not counting my payments as PSLF - they are just extending out my due dates and ASSESSING THE WRONG INTEREST RATES. Only three of my loans are at XXXX percent. The rest are XXXX and should be XXXX, but they've got them as XXXX too.
No one will call me or message me or email me despite me trying constantly since XXXX and the last time I was on hold on the phone was three hours before I hung up.
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| 10/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I received a letter in the mail in XX/XX/2022 from a company called XXXX XXXX stating that I was eligible for the consolidation of my student loans, and I am eligible for loan forgiveness. I called them and we set up a plan that would make my debt forgiven after 120 payments. In order for them to make the documents they said I had to pay {$800.00}. I wasn't able to pay that amount up front, so we set a payment plan to take three separate payments out over a span of a couple weeks. Since then, {$39.00} have been coming out of my bank totaling {$1000.00} has been taken out of my checking account and no changes have been made to my student loan status nor have these payments been applied to my loans. I contacted Federal Student Loans and told I was scammed, and these forms are free to contact my bank. I have all of my emails and agreement from them. When I finally got through to them, they made me feel like I was making things up and even said in my agreement I was able to do these forms for free. Nowhere in the agreement said that.
Unfortunately, my bank can not resolve my issue as it is 60 days before the transactions.
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| 10/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Older American |
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In XX/XX/XXXX I received a response from my loan servicer that my ICR plan application was denied due to the inclusion of Parent PLUS loans in my consolidation loan. Subsequently following that I received another response, that Direct Consolidation loans made prior to XX/XX/XXXX, that included Parent PLUS loans are ineligible for IDR plans. The FSA website AT THAT TIME stated that " parent borrowers may consolidate their Direct PLUS Loans or Federal PLUS Loans into a Direct Consolidation Loan and then repay the new consolidation loan under the ICR Plan ''.
I have a Direct PLUS Consolidation Loan from XXXX. Although requested many times ( for purposes of obtaining a repayment plan that won't bankrupt me ), I have yet to receive an explanation as to the difference between a Direct Consolidation Loan and a Direct PLUS Consolidation Loan. For the most part, the Dept of Education 's website implies Direct Consolidation loans have an advantage in applying for certain programs, yet I still don't understand the difference. A consolidation loan is a consolidation loan.
I would like an explanation as to why the discrepancy.
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| 08/09/2023 |
Yes |
- Debt collection
- Federal student loan debt
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
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they sent me mail about repaying my student loan. I signed up and amount due on my account was not matching with what it claims in my federal student loan account ( lower ). They claimed the school newly assigned as new loan service. I got suspicious because I did not have any loan with that amount and the one i have has no interest but they had 5 % interest. when I contacted my XXXX XXXX XXXX, they said that my loan service is not them. I did not pay them or any bank information but I gave them the following information. - they already knew about my name, address - I create an account with name, email, DOB, address, info about few reference and last 4 of my social ( i don't remember if i provided the full )- I filled out the exit interview forms with above information their website : heartland.ecsi.net address : XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXX, XXXX XXXX XXXX PA, XXXX phone number : XXXX organization : they have XXXX step verification, very good representative, " supervisor '', they even transferred me to my school billing department since I was convinced from their explanation attached the bill they send out
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| 01/11/2017 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Received bad information about my loan
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Web |
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The company 's name is XXXX XXXX XXXX and they represented that they consolidated loans on behalf of the U.S. Dep't of Ed.
I received a letter in the mail explaining to me that I might be eligible for a better consolidation of my education loans because of a program with the federal government. It directed me to XXXX, and told me to register there ( to save time ) and then call a number. When I called the number, they told me to download loan information from the XXXX website and email it to the customer service representative -- which I stupidly did ( I CAN NOT believe I did this but the letter was convincing that they were working on behalf of the department of education ). They asked me questions about my income to see if I was eligible for income-based reductions. They then eventually explained that they were a document preparer and that they could facilitate a loan consolidation that would reduce my interest by % XXXX if I paid {$790.00}. I then got off the phone.
I can not believe I was duped into providing them loan information. I feel scammed. It is NOT a credible organization. The number I called was XXXX.
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| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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MOHELA put my student loans into " Exceptional Discretionary Forbearance '' against my written instructions to do so. I submitted a XXXX XXXX application last year and I specifically marked not to put loans in forbearance. They were put into it anyway and now I can't get any clear information about how it is affecting my PSLF, if I even need to make payments at this time, and if the payment I made while in forbearance will count towards my PSLF? I tried to resolve this issue in XXXX before the payment pause ended, but it has been impossible to actually get in touch with anyone. I originally tried calling but after over XXXX hours on hold I was disconnected. This occurred on two different occasions. I submitted a message to them at the end of XXXX and just today received a generic response about getting my loans out of forbearance. I still have no idea what my actual loan payment should be, when it's due, or if it will count towards XXXX so I just make what I believe is an overpayment in order to make sure the whole amount gets covered, but I do not want to be making payments that aren't going to count towards PLSF.
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| 10/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I owe {$0.00} per month on the XXXX plan based on my income. My loan servicer MOHELA is not processing these {$0.00} payments ( To count towards XXXX and eliminate monthly interest ).
The last payment of {$0.00} was supposed to go through on XX/XX/XXXX but it didn't. So I have accumulated more interest and no payment was confirmed that counted towards XXXX. For some reason MOHELA decided to push the payment restart date to XX/XX/XXXX which should not have been the case. There was no reason to do this when payments started back in XXXX according to the federal government. I did not consent to this and asked that my payments start XX/XX/XXXX when I spoke to a customer service agent over the phone.
When I checked and saw that this {$0.00} payment had not gone through I submitted a payment of {$0.00} on XX/XX/XXXX since the website would not allow me to manually submit a payment of {$0.00} as I should be able to.
In addition, I had enrolled in auto debit some time ago and received an email that my application for auto debit was successful, so the {$0.00} should have been automatically gone through on XX/XX/XXXX.
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| 10/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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My federal student loans are being managed by Mohela. I submitted a form to them on XX/XX/22 for processing, and I needed this form for the purpose of public service loan forgiveness. On XX/XX/22, I received a message stating that the processing was delayed but I should get a response in 10 business days. As of XX/XX/22, two months after submitting the form, I have still heard nothing.
I called Mohela three separate times on XX/XX/22 to discuss this issue and to get additional info about my loans, but on each occasion I was informed that they can't take my call due to high volume. I tried to send them a secure message via their website but was unable to, because I just kept getting sent back to various links with irrelevant info. There are no other options for contacting them offered on their website.
It is completely unacceptable that I am not able to get in touch with my loan servicer in any capacity. I have questions that need to be answered and it's literally impossible. This is a serious issue and I hope that people are providing adequate oversight for Mohela because their behavior should not be tolerated.
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| 12/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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As of XXXX XX/XX/2023, I have been enrolled half-time in an accredited community college. Because of this, my student loans should have been automatically placed into forbearance. However, my account has not been placed into forbearance and I have had to make XXXX payments ( so far ) that I should not have been required to make. I had my school fax my enrollment status directly to MOHELA ( despite MOHELA 's claims that it checks enrollment status with FSA, which is obviously false ), and MOHELA has denied the status change. I filed a complaint with FSA directly on XXXX XX/XX/2023, with a promise that I would hear back from them within 15 days, but I have not heard back in over 30 days. I contacted MOHELA on XXXX XX/XX/2023, and I was told over the phone that MOHELA is unable to verify my enrollment information. I was placed on administrative forbearance on XXXX XX/XX/2023, and the forbearance expired XXXX XX/XX/2023. I received notification of this forbearance even existing via USPS on XXXX XX/XX/2023. I have another payment pending at the moment, and this delay in applying my in-school deferment is unacceptable.
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| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Description of Problem I have outstanding student loans totaling {$200000.00}. Prior to the student loan pause, I was on the XXXX plan and my monthly payment was {$360.00}. My servicer changed from XXXX XXXX to Mohela in XXXX. Mohela recently notified me that I had been automatically converted to the SAVE and my monthly payment increased from {$360.00} to {$670.00}, even though I had previously been told that my payment would remain the same under the SAVE plan. My husband 's monthly payment similarly increased by several hundred dollars.
This was very surprising and concerning to both of us because we have not re-certified our income since XXXX ( when we used our XXXX AGI as married joint filers ). We called Mohela twice and both times the representatives advised they did not know XXXX ) what income amount was used to calculate our new payments ( e.g., our XXXX AGI? Something else? ) and XXXX ) how the payment calculation was made. This is basic information that should be easily available to all borrowers. Instead, the agents pressured us to re-certify, which I understand we are not obligated to do until XXXX
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| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I have been in the Public Student Loan Forgiveness Program since XXXX with all but ( 2 ) Federal Loans forgiven by a previous servicer in XX/XX/XXXX. The ( 2 ) remainder loans were in process of consolidation and forgiveness under the XXXX Limited PSLF Waiver Program in XX/XX/XXXX when they were transferred to Loan Servicer MOHELA. Despite over 20 attempts by phone and written correspondence in the prior 12 months to determine why MOHELA has not processed the rightful Forgiveness I earned under the Dept of Education PSLF program, no reply has been received, and no processing of forgiveness has started on my account.
Wait times to speak with a MOHELA customer service rep often exceeded 1 hour, and when I did reach a rep I was given 7 different answers to the same question as to why my PSLF loans had not been processed for Forgiveness. The loans are still listed as debts on my consumer financial reports hurting my ability to have credit or loans extended. This is negligence BY mohela. MOHELA is now attempting to bill me for the remaining loans for collection which MOHELA will attempt to financially profit from.
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| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I called MOHELA in mid XXXX ( around the XXXX ) and asked to change my date of payment from the end of the month to the XXXX. They told me it would take XXXX billing cycles to happen. So I called in XXXX ( around the XXXX ) and they said it had not gone through and they would reapply and to check back in 1-2 billing cycles. I called in early XXXX to findout that my date still had not been changed and was still in " process '' and could not be expediated. I also found out during this call that there was an error in my first call and I was in " pay ahead '' status which makes it where they can not automatically change my payment date. I was told that this should have been fixed by MOHELA at the time. However, none of this was communicated to me via email, mail, text, or online portal messaging. I have been working with an ombudsmen at the Department of Ed XXXX XXXX ( XXXX ) who has not been able to get MOHELA to respond to her on why my date isn't changed. This whole time I have asked for administrative forbearance until they can solve the issue and am not getting the loan rate discount since I am not in autopay.
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| 06/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I need some serious help. I have worked in non-profits and government for 15 years. I submitted my application for PSFL in XX/XX/XXXX via USPS. Mohela lost the first page of my paperwork- the page with my signature, and demographics. I called them in XXXX to see the status of my application to be told that the paperwork was not there- but I could submit my signature electronically. I did. I signed the first page and uploaded it to the website. Radio Silence from Mohela again- I call in XXXX to be told we don't except that type of electronic signature ( even though they told me to sign it electronically ). I then resubmitted my signed paperwork via email by tagging a supervisor directly in my email subject on XX/XX/XXXX at XXXX XXXX They lost that paperwork too. I am waiting to speak to a supervisor but the entry-level guy told me I was never instructed to email paperwork. Then how did I get the supervisor 's employee id?
This has been XXXX trying to get my paperwork processed by Mohela. I submitted my paperwork in XX/XX/XXXX and it is now XX/XX/XXXX and they are still giving me the run around. Please help me!!
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| 02/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I re-submitted a PSLF application to MOHELA on XX/XX/XXXX after my prior submission was incorrectly processed, after which MOHELA responded over 60 days later, letting me know ( once again incorrectly ) that I was ineligible for loan discharge at that time due to processing only 1 of 3 submitted Employment Certification Forms. I tried without success to get through to them over the phone for the following month. I was finally able to speak to a supervisor on XX/XX/XXXX. The supervisor looked up my account and conceded that my forms had been processed incorrectly, that I was eligible for loan discharge, and said he would resubmit my application. I asked whether I would have to go through another 60-90 day waiting period and he said no, it would take at most 30 days but could take as little as 2 days. It has now been 2.5 months and my forms have still not been processed even though I have well over 120 qualifying payments and was eligible for loan discharge back in XX/XX/XXXX. This has been an ongoing saga for nearly a year with my forms being repeatedly incorrectly processed and MOHELA being impossible to reach.
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| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Submitted an application for PSLF on XXXX my original loan servicer was XXXX. After submitting a PSLF form, XXXX informed me my loan would be transferred to MOHELA on XXXX On XXXX I showed a {$0.00} balance on XXXX.
MOHELA received the transferred loan information on or around XX/XX/XXXX. The payment due dates and monthly payment amounts on several of my loans are showing differently on MOHELA than they were on XXXX.
MOHELA is stating that on the standard repayment plan my loans are ~ XXXX XXXX. XXXX has always been showing $ XXXX. Called MOHELA and was told there was nothing they could do and nothing they could provide. Instead they stated that my loan already under a standard repayment plan could apply for being placed on a standard repayment plan. They quoted me at {$860.00} for that standard repayment plan.
I applied for IDR on XX/XX/XXXX and to prevent that application from any issues, I was advised not to submit an application to be placed on the standard plan. While I wait for my IDR application to be processed, I am being forced to pay a higher payment than what my actual loan payment should be.
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| 05/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Hello! I have made overpayments on my federal student loans above the 120 payments required. I did get loan forgiveness but I have paid money above the 120 payments. I have asked XXXX XXXX and now mohela to return the overpayments. I have had my payments verified by XXXX - I can reupload the information if need be but have uploaded to XXXX XXXX and Mohela all my bank statements/history etc. I was told by Mohela on XXXX by XXXX XXXX - mohela representative, that my overpayments will not be returned but applied to the account. I do still have roughly XXXX in a XXXX loan. However the overpayments were made on my student loans, and I don't see how they can keep my overpayments or my money. Its money I paid over 120 payments, if I would have known I was paying over 120payments I would have stopped. So I am unsure how mohela can keep my overpayments, its money I paid over the 120 required for the PLSF/TEPSLF forgiveness. I can't seem to find anyone to help explain that to me or who I should call next. I also don't know who to turn to for help in resolving this matter if Mohela keeps my extra money. Thank you, XXXX
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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Greetings. I have submitted all of the required documentation to Mohela, my student loan servicer, to document my eligibility for loan forgiveness through the Public Service Loan Forgiveness ( PSLF ) Program. Documentation was submitted beginning in XX/XX/2022. As of today, this documentation demonstrates that I have met the requirements of the PSLF program and I am eligible for forgiveness. Also, in XX/XX/2022. I requested a refund of my payments during the federal forbearance period from both Mohela and XXXX XXXX. I have not received neither my refund nor a written response to my request for discharge of my loans due to submission of documentation that demonstrates I have met the requirements for PSLF.
The delay in processing my request is negatively impacting my livelihood because the PSLF program requires that applicants remain in public service until Mohela mails or informs applicants of approval for loan discharge or forgiveness. I have had to decline job opportunities and I am being restricted from pursuing other jobs outside of public service until I receive a response from my student loan servicer.
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| 10/15/2022 |
No |
- Student loan
- Private student loan
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- Struggling to repay your loan
- Can't temporarily delay making payments
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Web |
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I am currently in graduate school and have been for the past XXXX and XXXX years. I have applied for deferment with Mohela numerous times and had been given the run around since XX/XX/2021. My XXXX (? ) loans are finally in deferment but despite me asking NUMEROUS times about why my cash loan continued to be require payment I was never given a real answer. It was not until I called this month and spoke with someone again that I was told there was a specific cash loan application ( This was new information to me ). I immediately had my school provide yet another deferment application despite having already providing documentation that I am in school full-time. I just saw they denied my deferment saying the account was 120 days past due. As I said, I have been trying to address this issues for almost and I have numerous emails on Mohela 's website showing my attempts to address this. I received notice this week they have sent my loan into default despite my attempts and providing proof that I am in school. I was denied the deferment despite finally being told that is what needed to happen. Can you please help?
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| 06/28/2018 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Today on XX/XX/2018 Ive received a text saying my loan forgiveness is expired I was confused so I called the number in the text thinking its my loan lender. I was greeted and informed from a third party loan service debt reliving company that was supposely associated or named XXXX XXXX XXXX. They convinced me to sign ( e-sign ) documents stating they can relieve my debt for loans and forgive them after months of upcoming payments to them. I was spectical about the the information that was given after signing there documents and called fasfa and my loan lender Mohela. My loan lender then told me and a representative from fasfa that the company is stating false information and Im being taking advantage of, I was then suggested to change and update all my passwords for banking and fasfa due to me giving th
em my personal information already. Im contacting you'll because I am being scammed by this company that have all my personal information such as banking, and social security and Im very frightened about identity theft happening to me and loss of unauthorized money in my name . May you please help. Thank You,
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| 07/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted a consolidation request in XX/XX/XXXX to consolidate a total of {$280000.00}, which was processed but was disbursed for the incorrect balance of {$9300.00}. All loans except for my XXXX loans ( which were also included in the request ) have been paid in full through the consolidation, but the balance is not reflecting that. On XX/XX/XXXX, I contacted Mohela and spoke with a supervisor named XXXX, who said she would be submitting a request to have the missing balance added to the consolidation. She said she has been seeing it happen too and to allow apprx. XXXX business days for processing. I called back on XX/XX/XXXX because the balance has not been updated on my account. Spoke with an agent, who then told us it wasn't possible for them to fix it, so the call was escalated. I was on hold for almost an hour, so I called back and spoke with XXXX who said the request was still pending to have the balance adjusted. Mercy then offered to escalate the call again, and I was placed on hold again. I was unable to get through to a supervisor due to the long hold times, and the issue has yet to be resolved.
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| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My loans were transferred to Mohela after registering for XXXX XXXX XXXX XXXX. When loan payments were restarted after the extended pause resulting from federal Covid policy, I expected my payments to resume. Instead I found that my loans were put into forbearance, which I did not request. Because I am seeking XXXX XXXX XXXX XXXX, making each of my monthly payments is crucially important. I attempted to contact customer service through email and their website 's messaging function and did not receive a reply. My attempts to call have found either extremely long wait times ( XXXX hours ) or that they were not receiving calls during their stated business hours. On XX/XX/23, I received a reply to my online message that I had sent on XX/XX/23 ( XXXX weeks later ) saying I could expect a response within the next 15 days ( they claim a response time within 3 days on their website ). I still have not received a response and have no way to reach them to correct their error. Each month that passes that I am unable to make a payment will result in hundreds of extra dollars of interest accrued in the life of my loans.
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| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Mohela doesn't respond to any messages or process requests for changes, such as deferment requests, or a XXXX request that I was advised to request by a supervisor via their website.
Their processing window is a large, undefined black-hole of time in which we submit requests, and then have no idea how long it will take for processing. At the beginning of the month, 15 business days prior to needing to be in repayment, I submitted a deferment request because of Mohela 's incompetence with counting my PSLF payments correctly.
Since they couldn't count the payments correctly, and am still waiting on resolution with that problem, I have submitted a separate CFPB complaint about that. Almost a month later, there has been no word whatsoever from Mohela as an explanation of what has happened with my payment accounts.
Therefore, starting yesterday, I tried to call Mohela, only to be met with a 98 minute hold time, which is unacceptable. The menu prompt said to call again between XXXX XXXX. After calling this morning at XXXX XXXX I'm already subjected to another 49 minute hold time to even speak with someone.
|
| 09/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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|
Web |
Older American |
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My Student original loan amount without interest was less than {$46000.00} at the end of XXXX. Mohela in taking over as the servicer of the loan is now using the principal loan and the interest added to the principal prior to COVID and now is adding additional interest to their new principal amounts which include the principal amount is {$46000.00}, interest payments, does not include any payments made to XXXX or to XXXX XXXX. This letter received by your agency has not been received by me. Its interesting that Mohela only states what is correct. The totals for original loan amounts is not correct and my knowledge of loans is that principal amounts of a loan can not be changed once signatures are made unless both parties agreed to it. Mohela has taken that right from me and is being allowed to charge whatever and how much they want to. Right now it is my perception that the dispute with Mohela is not being taken seriously and that because my race is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and can not afford to challenge Mohela in a court of law, that I need to accept this erroneous information and get over it.
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| 08/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In XXXX I was told I could receive teacher loan forgiveness along with public service loan forgiveness. Upon being approved for the teacher loan forgiveness I was now told I can not also receive PSLF. I have XXXX payments to go to receiving my PSLF. I was wrongly told multiple times I was ok. So now I do not want the XXXX so that I can qualify for the PSLF...
Also I was told I was on the right repayment plan multiple times after calling to clarify. I asked for notes to be put into my account stating this and it was never done.. the opposite was done.. I am XXXX with my loans and payments.. never missed one, etc and now this.. Calling today right before repayment begins I was told I infact was not on the right plan and need to switch over. The fact that so many times I've called and received different information is frustrating and sad. No one clearly knows the correct information and my money is in n the hands of others. If I wasn't on my stuff this would be wrong..
I'm so mad, uspet and frustrated you can't trust anyone but yourself..
I'm very upset with my student loan servicer and the dept of Ed
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| 08/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I enrolled in REPAYE income-driven repayment plan for my federal student loans on XX/XX/XXXX. I recertified this repayment plan on XX/XX/XXXX as is required on an annual basis. The Federal Government transitioned all borrowers enrolled in the REPAYE plan to the SAVE plan, therefore, my loans are now enrolled in the SAVE repayment plan. Per this plan, my monthly payments should be calculated based on my adjusted gross income from the most recent tax year at the time of recertification. I recertified in XXXX, therefore, my monthly payments should be calculated based on my XXXX annual gross income of {$5100.00} and amount to $ XXXX.
My loan servicer, MOHELA ( A Dept of Education servicer ), has erroneously calculated my monthly payment beginning XX/XX/XXXX to be $ XXXX. This is incorrect. I called MOHELA customer service today, XX/XX/XXXX, to inquire about the basis for the monthly payment. The representative could not justify the monthly payment calculation nor did the representative recalculate my monthly payment correctly. I was directed to re-enroll in SAVE, however, I am already enrolled in this plan.
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| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Ive been dealing with student loan issues since XX/XX/XXXX between XXXX XXXX and Mohela.
There has been a lot of lack of communication between both agencies. I received my first email from Mohela on XXXX XXXX XXXX informing me about the XX/XX/XXXX deadline for PSLF.
I had not known about the waiver and had 2 days to get my information submitted. I was able to get a certification form submitted for one employee on XX/XX/XXXX, but the representative digitally signed it. The certification form for my 2nd employer was incomplete because it is located out of state and I was not able to contact anyone on time.
Ive since submitted complete forms on XX/XX/XXXX and XX/XX/XXXX for both employers.
After waiting since XX/XX/XXXX for XXXX to transfer my loan to MOHELA, I am now being told I need to wait an additional 90 business days. Ive been patient with this process. But now it is at a point where it seems am having to go through hoops to have my employer 's certified and payment count updated. My loan should have been forgiven in XX/XX/XXXX, so I have more than the 120 payment requirement for forgiveness.
|
| 10/19/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have made numerous attempts to contact MOHELA after my student loans were transfered from XXXX. I have worked for non profits or government since 2012 and I am trying to fix my PSLF dates and payments. It took months for my original form to be reviewed but was rejected and sent back for corrections. I have submitted a corrected form, but I have tried numerous times over a period of several weeks to speak to anyone from MOHELA to ensure everything is correct. There is over 10 minutes of unskipable messages before you can try to get directed to the correct place. Then, you may randomly be disconnected, sent to a non working number, or try to enter your information and be told your account can't be found and you get disconnected. The one time I did get through to a wait queue, I was told it would be over a 3 hour wait. Essentially, it is nearly impossible to get in touch with anyone from MOHELA to answer my student loan questions and get PSLF assistance. I don't know what to do now and I fear I may miss out on financial benefits that I am entitled to based on my decade of non profit and government service.
|
| 10/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XX/XX/XXXX - Called loan servicer Mohela to request a refund on about 2 separate payments totaling {$2300.00} in student loan payments made since XXXX of XXXX. Was told that refunds would be given out within 30 business days max.
Have tried calling on multiple occasions, have either been told by automated system that it would be a multiple hour wait or call would just end on occasion before hearing from automated system.
XX/XX/XXXX - Able to finally connect to a representative, now told that refunds could take up to 90 days despite hearing that others who made refund requests of payments with higher amounts on dates later than XX/XX/XXXX having already received their refunds. Mohela seems to have no clear process or clear communication on where my request is at along the process.
Understand they are tremendously understaffed and these workers are likely being told to recite same script to each caller but I have made financial decisions based around the fact I would receive this refund by the end of XXXX at the absolute latest. It is extremely worrysome and disappointing to be having this experience.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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I set up an account with MOHELA and paid the past due balance online on XXXX. I called MOHELA on XXXX to discuss this and they left me on hold for an hour and 13 minutes with no answer. When I set up my account to make a payment, they had an old address and phone number listed for me, which I don't know how that happened since the prior servicer, XXXX. has my current contact information and I haven't lived at the old address since I moved in XXXX of XXXX. MOHELA claimed in an email that I had asked for paperless billing, which I never did. Their poor customer service resulted in me missing my XXXX payment. I feel like their ineptitude has now jeopardized the Public Service Loan Forgiveness that I had been notified in XXXX that my application had been received by the government. I work for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. I deserve this loan forgiveness. I also don't believe I should have had to make any payments to MOHELA, but when they don't mailed me timely billing statements or answer their customer service phone line, it's impossible to resolve with them.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
Servicemember |
|
I have been trying to get an application completed for the TPSLF program since XX/XX/2021. When the loan was recently transferred to Mohela, issues are not getting resolved and I am not able to communicate with them at all. They now have even stopped the email message option through their website- but their letters and updates aren't correct. They state they will get back to you in 10 days and its been well over 30. I also have to wait well over 5 hours to get anyone on the line and they usually know nothing so then I have to wait ANOTHER hour for a supervisor who then will provide the same lame excuses and blame the department of education. This is ridiculous- I have been a state employee for 12 years, there is no question I meet the requirements. Also, I have paid on my loans on time for 20 years!!!
I have done everything MOHELA has asked, I even reapplied like they stated I needed to. There are still payments not being counted correctly and they are not processing any of our paperwork. They refuse to do anything with these payments other than blame the Dept. of Education and I get stuck in the loop.
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| 10/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I am a XXXX XXXX and submitted my application for XXXX in XX/XX/2022. I have enough payments to qualify between my XXXX XXXX and two jobs post XXXX
Both the XXXX XXXX XXXX and federally qualified XXXX XXXX that I worked in have been deemed as not eligible employers, however that is impossible I attended XXXX from XXXX, Worked in the state of CA at an approved NHSC XXXXt loan forgiveness site from XXXX, and a Federally Qualified XXXX XXXX XXXX.
I have called Mohela 7 times spend in over XXXX on the phone, since XX/XX/2022. Multiple addendums have been added and submissions for reconsideration and I still get rejected.
I have submitted my Tax documents for my work in California, as well as both a letter from the hospital that owned the clinic stating that I was under a service agreement with them & my XXXX site approval letter and successful completion.
My last employer verification for the XXXX was submitted and verified. I should have no reason to delay forgiveness.
I am undergoing a divorce and these extra loans are an unnecessary burden to me.
I would like my student loans forgiven asap.
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| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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On XXXX XXXX, " Department of Education : MOHELA '' cashed a check for {$36000.00}, which was the payoff amount for my student loan. They have yet to credit the amount to my account, and they are continuing to bill me with interest accruing. I have called and contacted them by email many times, and the only thing they can tell me is that resolution might take 30-60 days. ( It will be 60 days as of XXXX XXXX ). The person I talked to today said she could not see that anyone had been assigned to " the case. '' I have tried to upload to them a copy of the posted check, but they say they are not able to take that from me nor will they provide direct telephone contact information nor email addresses of anyone who can help me with this situation.
I previously filed a XXXX complaint only to learn that MOHELA will not speak to them because of privacy issues.
This needs to be resolved immediately so my credit will not suffer.
No one on the phone at MOHELA can really do anything to update me. My mother broke into tears on the phone with MOHELA yesterday, telling them, " We feel like we have been robbed. ''
|
| 10/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am a borrower impacted by the Joint Consolidation Separation Loan Act I contacted Mohela about our loan # XXXX by phone the beginning of XXXX asking for a 30 day forbearance and they verbally granted it. But they are still sending a bill for it. I emailed them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX explaining this to them and they only responded with an explanation that I already have a forbearance on this loan, but they are referring to my other loan # XXXX which is part of the pandemic forbearance. I tried calling and was placed on hold for 120 minutes and when someone answered, they took my personal information and put me on hold back at the beginning cue that said " your approximate hold time is 100 minutes. I had to go back to work and could not hold for an additional 2 hours.
I also completed my annual recertification information on XXXX and they are sending me letters stating that I have not done it and increased my payment by {$300.00}.
I also emailed asking for a PSLF forbearance due to our application sent in for the temporary waiver and they have not granted it.
|
| 12/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have several student loans that have been consolidated for the purpose of Public Service Loan Forgiveness. I am a public school teacher ( since XX/XX/XXXX ) and have routinely certified my employment for PSLF to ensure that I am still on track. However, on the PSLF tracker on my account, XX/XX/XXXX through XX/XX/XXXX are marked as " employment not certified. '' This is untrue ; I have certified my employment for that time period twice since then ( once in XX/XX/XXXX and again in XX/XX/XXXX ).
I have been regularly reaching out to MOHELA customer service agents for support, using their chat portal, message center, and phone line. Most of the time, my messages are ignored, or I receive a stock response after 4-12 weeks that my " case is too complicated '' and I need to call in. When I do call in, they either tell me that they don't see the issue on their end or that I just need to wait anywhere between 5 days and 9 months for it to be fixed ( that is to say, when I'm able to get through the phone line- it usually takes over an hour to reach an agent, and I don't have that kind of time in the day ).
|
| 12/06/2023 |
Yes |
- Debt collection
- Federal student loan debt
|
- False statements or representation
- Attempted to collect wrong amount
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Web |
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MOHELA is responsible for my loans and I contacted them when the XXXX XXXX was announced. I asked specifically if I would need to do anything to have my loans recalculated since I was on the REPAYE-Alternative plan. They told me no that I would automatically be enrolled in it, no action needed.
Their website says no action needed on their banner about the XXXX XXXX.
It took me talking to XXXX separate people last night to be told the Alternative meant that at some point I missed recertifying for the plan. Probably pre-COVID. They could verify when even though supposedly they were supposed to have all my documentation from XXXX.
Nowhere on the site does it mention needing to recertify. They could have easily sent documentation about needing to recertify instead of charging me {$190.00} instead of the {$53.00} my bill would be under XXXX. They're charging me almost quadruple what I should be charged.
They say that they'll fix it going forward if my application is approved, but that's not good enough. They need to fix the prior months. I shouldn't be penalized for MOHELA 's predatory practices.
|
| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I have submitted all required documentation for public service loan forgiveness ( PSLF ) as of XXXX. Mohela received my loans from XXXX before I was able to receive forgiveness. They required a re-submission of paperwork which I sent on XX/XX/XXXX. I was told it would take up to 90 business days to process.
It was processed yesterday and they are saying the form is a " duplicate '' and needs to be re-processed, taking another 60-90 business days. They admit over the phone this was their error but that " there is nothing they can do. '' Looking through the XXXX forum on XXXX, there are dozens of customers who have had this " duplicate '' error and all are being told it will take another 90 business days. This will cause many people to have to start paying on their loans again even though they should have already been forgiven.
I have tried to call several times and am put on hold to transfer to a supervisor, only to be disconnected. They say they will call back but never do. I am reaching out to you because I believe this delay is intentional to keep these loans on their books as long as possible.
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| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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My student loans were currently on public loan forgiveness and I was set to begin making qualifying payments once the loan pause was ended. I also completed a borrower defense case against XXXX XXXX XXXX on XX/XX/2022. In the application I checked off the box saying I did NOT want my loans put into a forbearance during the time it is being reviewed. My loans were put into a forbearance anyway without my consent. The wait times for a phone call are over XXXX hours when I call and I have not been able to get a hold of anyone by phone. I have sent XXXX emails to MOHELA trying to get it fixed and response takes a long time and has not fixed the issue. I have also received communication that they sent me the incorrect payment amount initially and will be sending me a new amount. This is impacting me being able to make my qualifying payments that count towards my public student loan forgiveness which then impacts when my loans will be forgiven. The attached form shows my borrower defense application and where I checked off that I do not want the loans placed into a forbearance during the processing time.
|
| 08/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American |
|
My payments made on my Consolidated Direct Student Loan issued in XX/XX/XXXX, are missing for the months XX/XX/XXXX through XXXX XXXX, in the records of Mohela who now service my loan since the date I applied for Public Service Loan Forgiveness.
Currently I am being denied forgiveness, befcause Mohela says i require 24 additional payments. The count of missing payments is 30, which would make me eligible for immediate forgiveness, under the current rules.
The missing payments appear to correspond to the date my servicing was transferred from XXXX to XXXX in XX/XX/XXXX. All the missing payments were made to XXXX. Mohela has a record of payments prior to XX/XX/XXXX, on previous Consilidation loans ( each replaced the previous ) but the payments made before to XXXX on the last Consolidation have simply disappeared from Mohela 's payment count. ( though they did once reappear with a detail stating " no bill was issued ''.
I am attempting to obtain bank statements from a former bank for that period proving payment, but it is very difficult because of how long ago these events occured.
Thank you.
|
| 08/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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I applied for the XXXX XXXX patent plan for student loans in XXXX and received in XXXX. My loan servicer changed from XXXX XXXX to Mohela in XXXX. As we approach restart of student loan payments I reviewed my loans and saw they were in XXXX and not XXXX ; this is important because XXXX plans are automatically transitioned to the new SAVE plan without needing to recertify my income. I have spoken with Mohela on XX/XX/XXXXXXXX and they say that I have been in XXXX since XX/XX/XXXX ( this is when I recertified the XXXX plan ), and that there was nothing they could do and I would need to reapply for XXXX. I have documentation of my original XXXX application and the recertification. They stare there is a disclosure statement of my payment plan from XX/XX/XXXX showing my loans in XXXX ; I have requested this documentation from them. Even if this is true I should have never been in XXXX and have not signed any documentation requesting such ; this is either a mistake by XXXX XXXX or Mohela. I should not have to reapply and recertify my income, and should be automatically transitioned into the SAVE plan.
|
| 10/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I called Mohela on XX/XX/XXXX to request a refund of payments made during the payment pause. During that call, I was told the refund would take up to 30 days.
I checked XXXX and saw that some were being processed faster so I called on XX/XX/XXXX to confirm they still had my request. They said now the wait time is 4-6 weeks.
I called on XX/XX/XXXX, and now was told that the wait time is 90 days. When I asked what Mohela intends to do, I was told there is no plan to ensure that the money is returned to me before the applications close on XX/XX/XXXX. This impacts my ability to request debt relief as my account is paid off. I need to show a balance in order to qualify for debt forgiveness.
Additionally, the hold times are exponential. It tells you 1 minute, and takes upwards of an hour.
Based on this and other complaints Ive read, its apparent that Mohela intends to run out the clock on refunds preventing borrowers from obtaining student loan forgiveness.
See cease and desist from XXXX and XXXX. It should be noted at the time of repayment, I was living in CA as my husband was XXXX at XXXX XXXX.
|
| 12/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
First, I have two extra loans that I have never gotten an answer for, as I never applied for them. I only was supposed to have 2 loans, and now I have 4 with all different interest rates. Second, I applied for the SAVE program to lower my monthly payments for student loans in XXXX. Originally, the amount was close to {$400.00} a month for a loan that was not very big. The SAVE option was supposed to lower that amount so that I could feasibly afford it each month. Ive gotten several messages about delays in processing my application, even after providing tax and employer information. The application is processing but my monthly payment is still {$380.00} by XXXX XXXX, 2023. I was informed of this amount on XX/XX/2023. I called Mohela to discuss this monthly amount, which I am UNABLE to afford. I was on hold for 2 1/2 hours before the line cut out. I called again after work and was on hold until I had to go to sleep 2 hours later. I have gotten no response from them about this. I am not able to pay the full amount for this loan, and should not be expected to until they have processed my application.
|
| 08/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
At that time, I had accumulated over 142 months of employment as a XXXX XXXXXXXX XXXX, and currently it is 154 months ( from XXXX ). During this process, Mohela only recognized two employers ( letter attached ). Mohela also reported to the three major credit unions that I could not be located ( image attached ). Due to the unemployment I experienced during Covid, I was still catching up with bills, and unfortunately, had forgotten to pay my XXXX XXXX XXXX. As a result my mail was being returned. It has since been paid, and the updated information was provided to Mohela.
As a result Mohela only applied two of my eight employers, I was denied Public Loan Forgiveness as a whole. I am providing copies of all eight signed and certified PSLF forms, and am requesting that my PSLF application be processed.
It is also my understanding that a one-time account adjustment, which will provide additional credit toward PSLF and IDR for periods of repayment, forbearance, and deferment that did not normally count toward loan forgiveness.
Thank you in advance for your assistance in this matter.
XXXX XXXX
|
| 01/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I submitted for PSLF XX/XX/22. MOHELA has sent 3 separate letters saying my loan does not meet criteria. Each time, I have to call and hold for literal hours before I can speak to an employee incapable of helping. Each time, there is literally nothing they can do. However, I have worked for the XXXX for 12 years and made far more than the 120 payments required to have my loans forgiven. They have once again reset the clock of 90 business days. Being a XXXX XXXX during COVID for the last three years has been enough of a stressor alone. Adding in the atrocious customer service and horrible communication from this company adds insult to injury. I just want my information to be evaluated fairly so I never have to deal with this greedy shady corporation ever again.
My XXXX administration faxed my employment information in XXXX and I have been denied yet again as saying I have only paid 2 payments. Over 6 months for them to evaluate employment and send 3 separate letters saying that I don't meet loan forgiveness criteria. Which is incredibly weird when each time they say it hasn't been evaluated yet.
|
| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am a public servant who has been employed by the same government employer for over 10 years. I have diligently kept track, followed the regulations, and re-certified my employment annually after that became a recommendation. I had to appeal to XXXX at one point to correct my PSLF month count because I was told Mohela wasn't showing my payments. Finally got that corrected and then my loan was transferred back to mohela right before I qualified for forgiveness with 120 months. It has been well over 90 days since I applied on XX/XX/2022 for the finalization of forgiveness. Since then I have contacted them multiple times and get the same " it will take 90 days message. '' My application is not complicated, my employment has been certified for years and my counts are up to date. I am deeply concerned by the number of people complaining that Mohela has had them waiting over 6 months or longer. At the end of the day, Mohela is a government contractor servicing a government program for government employees. PLEASE hold them accountable to the people who are desperately trying to help themselves here.
|
| 12/10/2019 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On multiple occasions I've used Mohela 's " pay by loan '' feature to submit payment targeting specific loans to have them be paid off so I can save on the interest. Well, rather than submitting payment as I instruct, Mohela will generically submit the payment to all outstanding loans and just push forward my due dates. While I make payments on other loans, the ones that have had their due dates extended simply sit and collect interest. So instead of paying off the loan, months later I'm faced with a large accrual of interest! This is predatory lending and an attempt to keep servicing the debt even after I've given specific instructions to pay off the debt. Mohela owes me the interest thats accrued when the loan should have been paid off. They have misapplied many of my payments over the several years I have been repaying my loans but this latest one was simply the straw that broke the camels back. When you try to communicate, the representatives are either completely untrained or simply indifferent and on several occasions I've simply given up on trying to get something done. Please intercede.
|
| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My student loans were previously at XXXX, but then transferred to Mohela. I sent a message regarding this to Mohela on XX/XX/XXXX, and still have not heard any response.
In summary, the listed payment due on Mohela XX/XX/XXXX and the billing statement sent to me on XX/XX/XXXX is WRONG. It listed payment due of {$4800.00} - ( which looks like it was calculated based on standard 10 year repayment program ) Even though I am enrolled in XXXX, which then was switched to SAVE.
I had recertified my income on XX/XX/XXXX while my loans were with XXXX- even though I was not required to recertify from ( XXXX - XXXX ) given federal pause. Meaning I am still in income driven repayment plan and up-to-date with recertification guidelines. And have a documentation from XXXX and US Department of Education that my payments should be {$0.00} based on income, and have upload this document to my Mohela account. Despite this, there has been XXXX communication and updates to my account.
Mohela needs to update my monthly payment in their system, and not charge any unpaid interest due to SAVE program guidelines.
|
| 02/28/2017 |
Yes |
- Student loan
- Non-federal student loan
|
- Can't repay my loan
- Can't get flexible payment options
|
|
Web |
|
|
I had a private student loan through Mohela back in XXXX-XXXX. In XXXX I reached out to Mohela to discuss payment options. I was having my first daughter and had to put her in daycare so my wife and I could work. I needed to lower my student loan payment to pay for daycare for my daughter. I could not get MOhela to budge. There was no offer of assistance programs, or any discussing on the issue. They needed xx amount of money a month and that was it. I had to default on my loan because I had no other option with my student loan company and they were not willing to help me. I was willing to pay, I just needed to pay a lower amount. Fast forward to XXXX. This loan was taken through the court system and my checks are being garnished every paycheck because of a loan that I tried to pay but could not afford to pay and could not receive any help from the lender. Years later, when they reached out to me when the loan went into final default I still could not get them to budge or provide any payment assistance. This garnishment has affected my family greatly. This loan has affected my family greatly.
|
| 12/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is incorrect with their calculations of of XXXX qualifying payments. Before the pandemic payments from XXXX we're certified by XXXX XXXX and was previously included in my qualifying payments count. Mohela do not have these months included in there XXXX qualifying payment count. In addition periods from XXXX has not been added. I was advised by a representative from Mohela, that I would need to submit a reconsideration to studentaid.gov to have periods for Americorps to be counted. I do not understand why a second reconsideration needs to be submitted when studentaid already approved those payments when my account was with XXXX XXXX. Mohela continue to send duplicate letters acknowledging the XXXX qualifying payments, but again the agency is not addressing the periods that I repeatedly outline. I know the pandemic qualifying payments have not been added to my calculation, but my issue is regarding my prior qualifying payments. Why would XXXX qualifying payments not match Mohela 's. There is a complete disconnect. And I have submitted a copy of my XXXX XXXX notice several times as well.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
This is not a duplicate complaint. My previous comment complaint was closed but the company did not address my concern. This is a repeated issue with them where they seem to misunderstand the question and provide a response that isn't what I am asking about or needing them to fix.. they have done this repeatedly to me via their online portal and now here and at this point it seems like a tactic to not kick the can down the road and not resolve the issue.
My issue is that the actual discharge of my student loans under PSLF is extremely late. My XXXX payment period was XXXX XXXX XXXX my last ECF was sent in XXXX XXXX, my counts update on Mohela 's site in XXXX XXXX, and my loans STILL have not been discharged. Mohela 's said they have sent the stuff at least twice to Federal Student Aid. Can Mohela please address whatever the hold up is and discharge my loans and provide a timeline for that? This is impacting my financially in a variety of ways.
To be very clear my question is NOT how many payments I have certified, whether I qualify for forgiveness, or whether they have sent that info on.
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
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I am qualified and approved for the SAVE plan, which sets my monthly payment at ~ {$180.00} a month. I have registered this with FederalStudentAid.gov.
Recently, my loan provider was switched to Mohela. Even though I am approved for the SAVE plan, Mohela reverted to outdated information, which almost doubles my monthly payment. I went through and I reapplied to the SAVE plan through Mohela 's website ( even though they should already know that I'm on that repayment plan ), and the website verified that I should be paying the ~ {$180.00}. Despite that, Mohela charged me the higher amount based on the outdated repayment plan on XX/XX/23. In order to talk to any customer support from Mohela, there is a 120+ minute wait on the phone -- I live on the west coast , and their hours are only east coast working hours, meaning it is next to impossible to reach them by phone. This is ridiculous and I can not believe that this company is being allowed to operate and charge student borrowers more than they should be able to, especially considering how hard this debt crisis is hitting the average person.
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| 08/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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It was made to seem like my income drive recertification application would have to be submitted prior to student loan repayments resuming in XXXX. My initial recertification deadline was XX/XX/2024 on the REPAYE plan. So I submitted an application for the SAVE plan. Then I see on the account that a new payment amount has been applied and the next recertification is XX/XX/2024. However, I then receive information from MOHELA that if my initial recertification was within 6 months of the forbearance ending then it would be pushed out further. Basically, it was not necessary for me to recertify my income and my payment to go up. I then requested that they cancel my recertification application/reverse given this misinformation but they say they can't not do it. I would like them to nullify my recertification application and go back to my old payment of $ XXXX. Also, they stated over the phone that my recertification had been pushed to XX/XX/2024 and not XX/XX/2024 ( so they're telling me different things ). Either way I didn't need to recertify and I would like them to nullify the application.
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| 07/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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Good afternoon, I am eligible for public service loan forgiveness yet Mohela refuses to help me. They have told me that I have to wait for FSA to address my complaints/reconsideration request.
I am eligible for forgiveness because my forbearances in XX/XX/XXXX and XX/XX/XXXX were administrative - I never requested forbearance and I have proof of them being administrative. XXXX always put me in forbearance during paperwork processing. I also submitted the required waiver form/reconsideration request during the waiver last year ( XX/XX/XXXX ), which made me eligible for forgiveness even though I wasn't currently employed.
I have two open complaints with FSA - one from XX/XX/XXXX and another from XX/XX/XXXX. Payments are about to start and Mohela is saying I have to wait for FSA. I'm unsure how this is the only thing they can tell me, when they are about to start charging me and I still have outstanding complaints with FSA, including one from over a year ago.
Any help is appreciated. Sorry if I sound frustrated. Dealing with Mohela and XXXX has been a nightmare.
Thank you, XXXX XXXX
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| 11/08/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been paying g {$200.00} a week to Mohela starting XX/XX/. This amount continued when repayments started up last month. Starting in XXXX, I added {$65.00} to the last week of the month to meet the monthly minimum of {$850.00}.
When the payment period ended and the end of last month, the Mohela website showed an outstanding balance of over {$700.00} even though I had paid {$860.00} last month. Their system shows that they recieved the payments, and I recieved email confirmation for each one. I sent a message through their website as they did not have an email on XX/XX/ asking why this was. The only response I recieved was a link to make a payment. I tried calling them on XXXX and waited on hold for XXXX hours without receiving any assistance.
I sent an additional message about this issue on XX/XX/ and still have not heard back from Mohela.
It is worth noting that I did not recieve a XXXX billing notice until XX/XX/ I'm not sure what else to do. I have been paying every week and I do not want to be harassed by debt collectors or be charged a late fee for money I've already paid.
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| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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In preparation for repayment I paid a full month and some more in advanced because I wanted to prevent any interest from accruing. Since the repayment was supposed to be auto-debited and made on XXXX and I saw no payment I called and nobody answers but it says I am in delinquency. I need HELP, this is already too much, it is overwhelming and it feels like the handler is purposely sabotaging and trying to put us in default.
XXXX and dept of education have said multiple times that this is not their jurisdiction and that Mohela is supposed to self-supervise and I can not complain to anybody else.
The loan servicer JUST picked up the phone and say that even though I paid XXXX since XXXX this year ahead of the repayment date, they did not count it as a paid ahead and they failed to auto-debit my account ( that they had already confirmed they would auto-debit ) and threatened to put me in default.
The agent said that the reason it may not have been charged is because since I paid ahead they decided not to charge me so they would not charge me extra but at the same time it does not count.
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| 10/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I have been with 3 different nonprofit lenders in the last 10 years. XXXX was the last one before the current lender named Mohela which took over in the middle of 2022. StudentAid.gov said that I needed to consolidate my loans in order to be eligible for the Biden exceptions during pandemic. I consolidated in XX/XX/2022. I had also applied for PSLF just as my XXXX to Mohela transition was happening, and the XXXX exceptions were being assessed. This may have confused the issue for Mohela as they are not counting Pandemic timeframe as payments toward PSLF. I also audited the listing of all of the possible payments that could have been counted with the Biden exceptions in the attachments. It appears there are at least XXXX payments that count towards the XXXX. Mohela is counting XXXX. The current wait time to talk with Mohela on the phone is XXXX minutes but I have stayed on hold for upwards on XXXX minutes before being disconnected on XXXX occasions from XXXX. I am logging this complaint so that there is evidence that the steps requested by XXXX, StudentAid.gov, and Mohela were followed.
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| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My loan were with federal loans. I submitted pw to them in XXXX or XXXX to see how many payments would qualify under the temporary forgiveness program that ends XX/XX/XXXX. Every month contacted and monitored progress. Still in XXXX many of my payments were saying waiting employment verification. I have been with the same employer for XXXX years. So it makes no sense. I emailed them and never heard from anyone. I XXXX XXXX them and nothing happened. All of sudden in XXXX they send letter that my loans are getting transferred to mohela. They just got transferred two weeks ago and I resubmitted my forgivenness form because it showed that I didnt have one on file when I did have one on file. I have waited forever on phone to speak to rep to no avail. Yesterday my forgiveness payments were loaded and still says that many are not eligible or waiting on employer verification. I would appreciate some one helping me to solve this problem. I will need to restart payments in XXXX but i do not think I need to. I do not want this to affect my credit if I dont pay. Please help. Thank you XXXX XXXX
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| 01/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I submitted an employment verification form for XXXX to XXXX XXXX ( XXXX ) on XX/XX/XXXX. The employer in question had previously been approved ; this application was for a new twelve-plus months worked. XXXX never verified this employment, but they didnt deny it, either. My loan was then transferred to MOHELA around XX/XX/XXXX. MOHELA also did not verify or deny my eligibility. I thought that perhaps the form had been lost or forgotten in the transition, so I re-submitted it to MOHELA on XX/XX/XXXX. When they did not respond in a timely manner, I inquired via email on XX/XX/XXXX. Several weeks later, MOHELA sent back a generic message asking me to call them instead, and that they were unable to reply to my message. I called and never could speak to a person. Today ( XX/XX/XXXX ) I went online to check my qualifying payment count, and it was still missing that period of payments. The re-submitted form from XX/XX/XXXX had been denied due to being a duplicate. The original form still has not been acted upon, and its now over 8 months old. My qualifying payment count remains inaccurate.
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| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/XXXX Mohela auto-deducted a payment of {$580.00}. This is much higher than I was expecting. I am on the XXXX plan and I believe this payment is incorrect. It is hundreds of dollars higher than the FSA Loan Simulator estimated. Further, my account on the Mohela site lists a " tier XXXX '' payment of this amount for XXXX XXXX XXXX but then a " tier XXXX '' payment in the amount of {$230.00} starting in XX/XX/XXXX. There is no explanation of what these " tiers '' are, how these payments were calculated, or why my payment amount on each tier is so different. FSA and Studentaid.gov have no information about " tiers. '' I messaged Mohela on XX/XX/XXXX to inquire about these questions and received an auto-generated reply saying that I would get a response within three business days. I never received that response.
On XX/XX/XXXX, Mohela again deducted a payment of {$580.00}, which I continue to believe is too high, based on the FSA Loan Simulator estimate and my own XXXX plan calculations. I tried calling but had to give up because the wait time was long and I had to go to work.
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| 02/01/2018 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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MOHELA refuses to change my principal according my last payment, despite the fact that it was *auto-debited* ( successfully, according to their own system ) by *their system*. I have contacted them numerous times about the matter and nothing has changed ; I received one message in response that claims the amount is correct, despite their own paperwork. I notified them that if they did not address the matter, I wold be forced ( yet again ) to lodge a CFPB complaint ... no response, so here we are.
I will attach my previous two, and the upcoming, auto-debit notices. They show the following : document of XX/XX/XXXX : CURRENT PRINCIPAL BALANCE : {$20000.00}XX/XX/XXXX : CURRENT PRINCIPAL BALANCE : {$20000.00} XX/XX/XXXX : CURRENT PRINCIPAL BALANCE : {$20000.00} Each featured an automatic payment made of {$270.00}. Obviously, a payment toward principal ( {$190.00} ) should decrease the principal by that amount, not increase it by an arbitrary amount.
The correct principal amount should be {$20000.00}. It is quite straightforward! Instead, they actually *increased* my principal slightly!
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| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I had my loans consolidated in XX/XX/XXXX by XXXX and The Department of Education. This loan was not done correctly. the company charged me a " Write Up '' of {$30000.00}, and also a " Write Up '' of {$6200.00} '' on top of my other current loans. This makes my total loan amounts look like {$91000.00}. However, I did not take out that much in loans. When I graduated in XXXX my loan debt was {$39000.00}. I have tried calling XXXX who told me that my loan was sold to XXXX and they couldn't help me. I called XXXX and she told me that she does see the discrepancies but now that my loan has been sold from XXXX to Mohela she could no longer help me. I also have had {$25000.00} XXXX on my loans because of my attendence with XXXX. However, since the government charged me {$91000.00} that I did not take out in loans, minus the {$25000.00} dismissed amount the government is still saying I owe {$54000.00} which is INCORRECT. I have been over charged {$30000.00} and also {$6200.00} in fees that have no explanation to them and no one can tell me where these fees came from and what they are for.
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| 01/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
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I relieved a notice by mail this week, letter marked XX/XX/XXXX, that my PSLF application was reviewed by MOHELA and found to be incomplete. The documentation I submitted was complete and accurate following the directions put forth by XXXX XXXX XXXX XXXX. The PSLF process for service members does NOT require XXXX OR PAYSTUBS be submitted for every year served in the XXXX. A XXXX and statements of service to MOHELAXXXX are sufficient according to regulation. I am not missing information so you need to process my application with the complete and accurate information you have in your possession. Stop making department XXXX XXXX employees, service members, go through additional hoops to get the forgives they deserved. I filled my orders and instructions to the letter of the law and its time your company did the same. You state in your letter you were unable to determine that my employer- the UNITED STATES XXXX is an eligible public service organization. ( What? That makes no sense unless the person who was reading and processing my application was a complete and utter XXXX. ) Fix it.
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| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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In XX/XX/XXXX, I submitted a XXXX XXXXXXXX XXXX XXXX XXXXXXXX for employment at the XXXX XXXX XXXXXXXX from XXXX to have time credited to my account for loan forgiveness under the time-limited waiver. I submitted an additional documentation of more months of employment XX/XX/XXXX. These forms were transferred transferred to Mohela in XX/XX/XXXX according to XXXX Mohela said that they would catch up with processing this documentation after the XX/XX/XXXX XXXX deadline. It is now XX/XX/XXXX and I have still not received any information. There is no information on the Mohela website that the waiver documents were transferred or are in the process of being reviewed.
I am very concerned because ( XXXX ) some of the time I submitted XXXX have counted under the waiver, and not outside of it and ( 2 ) President Biden says that payments can restart within 30 days of a resolution to his XXXX loan forgiveness plan. I want to ensure that payments are applied using waiver guidelines. I think I XXXX have met the required number of payments, and I do not want to start payment if that is true.
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| 09/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I submitted an application for loan forgiveness to XXXX on XX/XX/2022. I received notification from XXXX that I had made 120 Qualifying payments on XXXX/XXXX/2022. I have not received my loan forgiveness letter and now I am stuck between XXXX and MOHELA. XXXX says my loans have been transferred, but why because I was eligible to be forgiven? MOHELA says they don't have my information yet. I know many loan borrowers are in my same situation -- we have made 120 qualifying payments and are now stuck in XXXXMOHELA transfer purgatory with no end in sight. There has got to be a better way to deal with those of us in this situation. And even though XXXX and MOHELA both say that FSA makes the final decision about forgiveness, when I call FSA they say they can't see any of my information. Many of us have been working over 10 years trying to get the 120 payments and now that we have them, we are told to wait. This is very frustrating and disheartening. It is really impossible to move on with our lives until our loans are forgiveness. These are real people facing real hardships. Please help.
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| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loan payments have been over XXXX payments for almost a year ; I have initiated all needed forms and verification to Mohela, and they are continuing to claim they have no control over getting the US Dept. of Education to update the payment counts.
My initial PSLF application was with XXXX XXXX, and then it needed to be transferred to Mohela. Then, I needed to do the consolidation, which happened prior to the deadline for consolidation in Fall of XXXX. Then, an updated PSLF application was needed to update the payment accounts for XXXX, XXXX, and XXXX, which was submitted and accepted XX/XX/XXXX. Now, 7 months later, my payments are still not updated.
Every single call or chat with Mohela has no resolution. Mohela says they are at the mercy of the US dept. of Education to have the payment counts updated.
Both Mohela and StudentAid.gov need to update payment accounts faster, and it is especially egregious that they have not updated the payment counts for those that do qualify for forgiveness, forcing me to jump through yet more hoops in order to get into deferment.
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| 05/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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PSLF form was submitted on XX/XX/XXXX. In XX/XX/XXXX I called to determine the status. I was told that it was denied due to there not being a signature for XXXX XXXX XXXX. I stated that I was told before submitting my form there is no one who signs such forms for XXXX XXXX and that all former and current employees have to use the work number to verify employment. That information was included with my form on XX/XX/XXXX. The supervisor I spoke to in XXXX confirmed that the information was indeed included and resubmitted the form. I was told to give it 90 days. On XXXX XXXX I was told that everything had been processed and my loan forgiveness was just days away from completion. I was told everything would be finalized by XX/XX/XXXX.
On or around XX/XX/XXXX, I called again and was told that the transfer process from XXXX had not yet begun. Now today, XX/XX/XXXX, I being told that the employment for XXXX XXXX XXXX was denied because of a lack of a signature. Again that was supposedly resolved in XX/XX/XXXX.
Its extremely frustrating to get a different response every time I call.
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| 04/06/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I called XXXX on Friday XX/XX/XXXX to make a {$240.00} payment over the phone to be applied to the principal on the loan I have with XXXX. XXXX is related to Mohela and the person who processed my payment applied it to Mohela loans. When I called this morning to get that corrected, I was told that because Mohela and XXXX are separate entities, they couldn't apply the payment that was incorrectly made to Mohela to the XXXX loan. In addition, I was told that it takes 60-90 days to refund a payment. I understand that being separate entities makes it not possible to do that. Ok, fine. I get it but 60-90 days, 2-3 months to get a refund for a mistake XXXX made on their end, I can't accept that. I am trying to get ahead here. Making extra payments before the program even ends to get ahead. This should be something that can be done online on the XXXX portal but I have to call the loan servicer to make that happen? I had called early XXXX for the same thing and that payment didn't go towards the principal like I asked. It shouldn't be this hard and painful to make student loan payments.
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| 06/26/2020 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
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Web |
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To whom it may concern, I started XXXX college XXXX of 2016. We were to move to Tennessee and i was was enrolled at XXXX XXXX college at the time and just about through my program for my certificate. XXXX wouldnt except my credits from XXXX XXXX and i felt extremely pressured to sign up the day i visited. We ended up not moving there so i asked if i could do online coarses. That turned into a big mess. I was paying for classes for brick and mortor and getting in trouble for not going to class for 2 semesters. I just dropped out. But the student loan is outrageous for 2 semesters plus XXXX XXXX. When i attended XXXX XXXX they had my fafsa so XXXX up it took a long time to get my student loans federal and private. I had to sign i.o.u 's.
Im afraid to go back to college because if my fafsa was put in so many times, brcause they input my ssn wrong i have only it has to be put perfectly or no fafsa ever again.
Its taken me this long to find you to file a complaint, because every lawyer or financial ( college ) didnt know of any place that you could.
Thank you XXXX XXXX XXXX XXXX
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| 07/17/2017 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Fraudulent loan
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Web |
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I have a loan with Mohela ( https : //www.mohela.com/ ). I am in repayment process now and have made several payments on time. However, in the payment history, I noticed that payment was not applied to the principal even for those payment that was paid on time. I contacted Mohela on XXXX / XXXX /17 and below is the response I received : " Interests accrues daily on federal student loans. Interests accrued between payments : therefore the amount of interest varies with the number of davs that lapse between payments. Payments must be applied first to any outstanding interests, and then to the principal balance. '' The payment that was made a year ago was applied to the principal, but somehow the term of the repayment was unilaterally changed to their benefit. So for the entire year, all of my payments went towards the interest. This is unfair because the payment plan was fixed by Mohela. This is unfair because I would never be able to pay off the loan since the payment will not be applied to the principal, even if it was paid on time.
Please advice on how to proceed. Thanks.
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| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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From XXXX, XXXX, I was only enrolling in two to one hour per semester at XXXX XXXX Therefore, I was attending less than half time, so I would not have been eligible for an in-school deferment. I also did not request an in-school deferment during this timeframe. Since I did not request an in-school deferment, I was under the assumption that my student loan payments were paused due to the COVID-19 payment pause. I graduated from XXXX XXXX in XX/XX/XXXX, and the months after graduation were also not counted. I was also penalized for the six months after graduation.
However, when I applied for the Limited PSLF waiver, I was told by Mohela that three of my loans would not be eligible for forgiveness due to an in-school deferment that I did not apply or qualify for. As a result of this, I have hanging loans or three loans that were not forgiven during the Limited PSLF Waiver. This is my twenty second year in education, and I have a qualifying employer, The Limited PSLF Waiver for was submitted prior to the deadline in XX/XX/XXXX. Your support with this would be greatly appreciated.
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| 08/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I've submitted documents to Mohela to recalculate my IDR for payment starting back in XXXX on XX/XX/XXXX. I received correspondence via email from them that I needed to call them and additional info is required on XX/XX/XXXX. I've called everyday through today XX/XX/XXXX trying to get a representative. Each time I'm routed through the automated phone system until the system just hangs up on me and says goodbye. I have tried every method I can think of to get a hold of them. I have waited on hold hours to never be connected to a representative and have requested a call back only for the system to tell me an error occurred and I can't receive a call back at my number. So then I attempted to contact them via messaging thru their app/email, which I come to learn, does not exist. No messages can be sent through their website. This is absolutely ridiculous and the worse NON customer service I've ever experienced. There does not seem to be any way to resolve anything or get a hold of anyone to figure out my next steps. What am I supposed to do to fix this? It's unresolvable on my end.
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| 08/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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On XX/XX/XXXX, I submitted a Public Service Loan Forgiveness ( PSLF ) application ( Exhibit A ) to be considered for loan forgiveness under the Limited PSLF Waiver Program.
On XX/XX/XXXX, MOHELA sent me a letter ( Exhibit C ) via mail stating that my PSLF application was missing information including 1 ) missing physical signature on the PSLF application, which is inaccurate as I physically signed all required forms, and 2 ) employer certified dates in Section 3 were wrong because the employment end date is before the employment begin date which is also inaccurate since I am a current employee at XXXX XXXX XXXX. Please see the original application I submitted for the required correct information. The employer form is accurate and was filled out correctly by XXXX XXXX XXXX XXXX XXXX.
In XX/XX/XXXX, I sent a letter to MOHELA via certified mail asking for the status of my student loan forgiveness. MOHELA did not respond to my request. I believe I have met all eligibility requirements for student loan forgiveness under the Limited Public Service Loan Forgiveness Waiver Program.
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| 05/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Older American |
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I received a letter from Mohela, telling me that my federal student loan account has been moved from federal student aid to Mohela. It had an account number of XXXX. On XX/XX/XXXX, I called XXXX and spoke to XXXX. She told me that my name, XXXX, and address were attached to this account. She also said phone numbers XXXX and another one ( different area code ) which I did not write down ; and XXXX were attached to the file. She said that since my SSN was used, it was fraud and to call the fraud hotline at XXXX. I called that number and spoke to XXXX, who looked up all the info. She was able to tell me that on XX/XX/XXXX, a loan for {$3100.00} was disbursed to XXXX University, School ID XXXX, with contact info XXXX XXXX at XXXX.
I have never heard of this school ; no one in my family has gone to college in over a decade ; and we have never applied for a student loan.
I would like my social security number, phone number, address, and name removed from this student loan ; and I would be happy to prosecute the person who has stolen this information and used it for their own gain.
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| 12/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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After complaint XXXX where Mohela charged my account twice and refused to refund me UNTIL CFBP intervened, the loan services has been withdrawing from my bank account insufficient funds to meet the monthly minimum required under the XXXX Plan. In XXXX they withdrew {$1.00} less than what was needed which created threats to put my account on default, which can have lasting and extremely damaging consequences to my finances. In doing so it also nulls the benefit of the XXXX plan of waiving interest since the minimum is not being met.
I performed an additional payment to meet that amount. However, During the XXXX auto-debit they charge {$0.00} less than what was required, creating the same problem.
In both cases I have called and they start by telling me that I MUST pay my amount due immediately. They also provide no valid reason for this continuing issue. At this point I have spent XXXX hours, more than a days ' worth of hours on hold trying to solve these issues. Mohela has shown incapable to manage these loans or XXXX be doing this on purpose to prevent the interest waive.
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| 10/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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MOHELA has misapplied my payments and currently does not know where the money is. I have bank statements going back as far as of XX/XX/XXXX showing money withdrawn from my account and CLEARING my account.
I tried calling MOHELA yesterday ( XX/XX/XXXX ), however it was over a XXXX minute wait. I called them this morning and waited over XXXX minutes. I spoke to XXXX @ MOHELA around XXXX XXXX ( XXXX ) and she was a trainee and unable to assist me with my concern. I waited on hold for another XXXX minutes and spoke to XXXX @ MOHELA around XXXX XXXX ( XXXXXXXX ).
Per XXXX @ MOHELA, in their system it shows that payments were made and/or cancelled or reversed on their end. She went over the amounts and their information is way off. Per XXXX, nothing appears to be wrong on their end and now wants me to submit a substantial amount of proof, which is going to take me a lot of time to gather and send over. There is something wrong with their system or someone may be embezzling money on their end.
This should not be happening to me and it is wasting a lot of my time on their errors.
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| 04/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
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Web |
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Mohela Student Loan Servicing apparently sent me a letter in XX/XX/XXXX that included how much I had paid on student loans in XXXX for use when filing taxes. The Post Office failed to deliver my letter and returned it to Mohela. Mohela retains all contact info such as phone number/ text number, email address, and mailing address. Mohela verifies this info every time you contact them. Mohela reported to the credit bureaus that they were unable to reach me at my address. This contact caused the credit bureaus to reduce my credit score by XXXX points. Like many people, I have spent years establishing a high credit score by no lte payment, no missed payments, and maintaining a low credit usage. Now, years of work is down the drain due to a mailing error?
made repeated calls to Mohela and was placed on hold for approx 1 hour to get excuses. They have no process in place to try to contact anyone by alternate means when a letter is misdelivered or returned. This is unacceptable and they refuse to help or to put me in contact with someone who has actual ability to address the issue.
|
| 04/27/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
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I have filed several disputes with the XXXX and XXXX about a student loan that is on my credit report that is the result of identity theft and/or fraud and it has not been removed. I recently filed a complaint with the FTC on XX/XX/XXXX, and followed the directions in the recovery plan and they have exceeded the 4 days they are given to remove fraudulent items that can not be verified. I contacted XXXX and XXXX by phone on XX/XX/XXXX and on the same day I sent them a dispute letter that I found on the ftc website advising them of my rights under section 605 of the frca, along with a copy of the ftc report and my drivers license.
Mohela Account dated : XX/XX/XXXX. amount {$10000.00} Note : All my student loans from when I was in school ( XXXX ) were discharged, but this one was not included because it is not mine!
I also reached out to Mohela and after speaking with a customer service rep and a supervisor they could not give me any information on this account or where it originated. I filed a complaint with the consumer advocacy group at Mohela to have the account removed.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I am under XXXX, but on XX/XX/XXXX, I also applied for XXXX XXXX XXXX forgiveness. On this application, I specifically checked the box to not put my loans into forbearance while the application is being processed. However, in XX/XX/XXXX, my loans were placed into a forbearance until XXXX/XXXX/XXXX. I called XX/XX/XXXX, twice in XXXX, and once in XXXX to have the forbearance taken off, but it is still on. Also, my payments made while on this forbearance are not counting towards XXXX. The XXXX XXXX pause month did not count towards XXXX ( when all prior months for the 3 years of that pause did count ) and my actual payments made in XXXX and XXXX are also not counting. I only have XXXX XXXX payments left, including these three, so I'm planning on applying for forgiveness after my XX/XX/XXXX payment. However, I can't until Mohela takes off the forbearance I specifically did not want or request and goes back to count the XXXX pause and XXXX and XXXX payments. Everytime I call, I have to wait 2 to 3 hours only to be told that they'll put in the request and it'll take a few weeks.
|
| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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Mohela is my loan servicer. I have never dealt with the degree of ineptitude like I do with Mohela. Hold times are hours long. 99 % of representatives I speak with have no idea how to help me.
I submitted my XXXX request for my loans back in XX/XX/2023. Mohela reps told me the process for them to review and approve is generally 5-10 business days. Its been over 2 months now and it still has not been processed. They cant tell me what the issue is or what the hold up is.
I also consolidated my 4 direct loans because I am a XXXX XXXX with over XXXX years of XXXX XXXX. That consolidation request was submitted in XX/XX/2023 as well and my account still shows no updated information on consolidation. My four direct loans are supposed to consolidate into one that takes my highest payment count ( XXXX eligible payments as of XX/XX/2023 ), and no action has been made yet.
Mohela needs to be held accountable. Their negligence is a burden to the thousands of students who are burdened with student loans. This is our livelihood and our economic well-being that they are messing with.
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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|
Web |
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On XXXX XXXX, 2022, I called my student loan servicer, Higher Education Loan Authority of the State of Missouri ( MOHELA ), to request a refund for voluntary payments I made during the pandemic. During my first call, at XXXX XXXX, the automated customer service robot said it was " having trouble understanding me '' every time I indicated I wanted information about student loan forgiveness, despite entering my choice using my phone 's number pad. After three attempts, the company said it couldn't find my loan information and hung up on me. This call lasted 8 minutes, five of which was unskippable information that prevented me from accessing customer service help.
I called back immediately, at XXXX XXXX, and this time I was able to get through that menu and was put on hold. I was informed my wait time would be 115 minutes, or 1 hour and 55 minutes. I waited about another hour, putting my on-hold time at a total of 3 hours. Nothing in that time indicated my place in line or if I'd even be able to speak to someone. At the 3-hour mark, I hung up because I needed to go to sleep.
|
| 10/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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|
In sum : Mohela account marked " past due '' before the 2-3 business days passed for payment clearance confirmation.
I enrolled for auto debit for my federal consolidation loan managed by Mohela. I received confirmation stating my first payment may have to be done manually. On Mohela 's website it stated that payments processed in 2-3 business days.
My payment was due XX/XX/23. I checked XX/XX/23, 1-2 business days later, just to be safe. My account said it was past due. I paid it immediately.
There was no way for me to verify if my auto debit payment completed before my account became past due.
How am I expected to verify if the auto debit was successful after 2-3 business days after due date if I am marked " past due '' immediately?
I see many other consumers are having the same problem. I attempted to call and the office was closed. I filed an online complaint with Mohela. With some forum searching I see many users are facing call holds of 3+ hours.
Please address this ASAP. I do not want my loans serviced by Mohela. Their practices are completely unacceptable.
|
| 10/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
|
I received a copy of the letter dated XX/XX/XXXX stating : " Congratulations! The Biden-Harris Administration has forgiven your federal student loan ( s ) listed below with MOHELA in full. This debt relief was processed as part of the Biden-Harris Administrations one-time account adjustment because your student loan ( s ) have been in repayment of at least 20 or 25 years. An adjustment to your account updated the number o payments that qualify towards income-driven repayment ( IDR ) forgiveness. This forgiveness is effective XX/XX/XXXX. '' The letter also stated, " We have notified, or will notify by the end of the month, all national credit bureaus of your student loan forgiveness. '' I checked with credit reporting agencies and found it had not been updated in XXXX. I called and spoke to a rep and requested that it be updated as the letter they sent stated that it would be.
I checked again in XXXX and it still has not been updated. I have submitted disputes with the credit reporting agencies but they are also waiting on correspondence form MOHELA to verify the dispute.
|
| 07/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
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XX/XX/XXXX I requested a refund of my student loan payments made in XXXX to Mohela. My payments were made to XXXX. Mohela took over my loans later in XXXX. I received a letter from Mohela ( see attachment ) stating I would be given the number to Customer Advocacy Team in 14 calendar days. On XX/XX/XXXX I attempted to contact this Team with the number provided but it was a non-working number. I called Mohela and they gave me another number which was just the general phone line not Customer Advocacy Team. They then stated they would transfer me to the resolution department, no one answered after 30 minutes on the phone. I called back and asked for a supervisor or the numbers to the Customer Advocacy Team or Resolution Department they stated they can't provide me with those numbers for me. I have been waiting for a supervisor and have been on the phone for 1 hour and 30 minutes. I have been told that Department of Education FSA are the ones who received my request for a refund of the loan payments. I have no idea if they actually received it or where they are in the process.
|
| 11/05/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
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MOHELA is not properly handling PLSF requests. They constantly provide incorrect information, and hold times take 3-4 hours to get through to someone. Inaccurate information is provided and most associates do not know or are not able to handle requests. We have been trying for multiple months now to get the XXXX request completed. Information was submitted back in XXXX. Employment has been verified for both my employers ( I have two qualified full time jobs that Im working ) but MOHELA seems to not understand this. Ive been sitting at XXXX qualified payments since XXXX. I was told in XXXX XXXX and XXXX hadnt been processed yet, but they would and in the second week of XXXX, it would process, I would have an additional 60 months of payments ( I only need 1 more month ) and my PLSF would be completed. Well, its XXXX. Each time I call, you get transferred to a supervisor and the wait times are 3 hours minimum. We have been told so many different things, yet know one understands the issue and how to get the additional job payments qualified so that the PLSF will be completed.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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|
MOHELA sent me a bill dated XX/XX/XXXX that my first student loan repayment was due by XX/XX/XXXX. I paid this on XX/XX/XXXX, though it was well known that student loan payments were not to resume until XX/XX/XXXX.
On XX/XX/XXXX, MOHELA acknowledged this error and gave instructions to " request that we refund it back to you or apply it toward your XXXX bill. The quickest way to submit your request is to log in and submit a Secure Message on mohela.com. '' On XX/XX/XXXX, I submitted a secure message to MOHELA to apply my XXXX payment towards my XXXX bill. MOHELA 's website says it will take 3-5 business days to receive a response.
As of XX/XX/XXXX, I have not received a response. My XXXX payment has not been applied to my XXXX bill. I have received overdue notices and threats that my account may be transferred to a debt collector.
When I try calling, the wait time is regularly 30+ minutes. I request a call back and do not receive one. In fact, I have never, ever been able to speak to a human being at MOHELA about my account since it was transferred to MOHELA in XXXX.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
My name is XXXX XXXX. I am a student loan borrower. I was still making student loan payments during the XXXX student loan payment pauses from XX/XX/XXXX to XX/XX/XXXX as my employer was not qualified for the Public Loan Forgiveness .
However, because of the recent waiver change and the new law in California ( U.S. Department of Educations updated Public Service Loan Forgiveness ( PSLF ) program launched on XX/XX/XXXX, and will now allow eligible California physicians to participate in the program, despite our state prohibitions on physician employment by private non-profit hospitals, clinics, foundations and other health care entities ), my employer for the past 2 years is now qualified for PSLFs.
I have contacted Mohela, my loan servicer, to request refund for the payment made during this time as I was not required to make payment during this COVID-19 pause. I was informed by Mohela that the deadline has passed to ask for refund.
I have never received any contact or update from Mohela regarding this.
Therefore, I requests to have these payment to be refunded to me.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I was recently informed that I did not have to recertify my IDR through Mohela from my pre-pandemic COVID pause recertification date XXXX Tax Year.
Twice I was misinformed that I had to recertify. The first time I was misleadto recertify was in XXXX of XXXX when I was mislead to submit an XXXX update for the XXXX Tax Year.
The second time I was misinformed that I had to recertify was over the phone when I was attempting to gain information on my student loan on XX/XX/XXXX. I was again mislead to submit and XXXX update for the XXXX Tax Year.
I was unaware of the benefit set out by the Department of Education given to every borrower and am dishearted that I was mislead not once, but twice by this company.
I should also benefit from the rules set about by the Department of Education as every other borrower in the same situation I am in does.
I request my XXXX calculation be returned to it's pre-pandemic COVID pause state, utilizing the XXXX Tax Year data as I should not have been allowed to recertify until the XXXX date indicated by the department of education.
|
| 07/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I was already enrolled in the income based repayment plan and it should have been rolled over to our new service loaner - mohela.
I did not need to certify my income during the pandemic forbearance but I certified it recently Not wanting to jeopardize my payment count, nor my monthly payments tripling, I acted on it as instructed. It was only later on from My peers that I learned that I did not indeed have to do the annual recertification, and that the monthly payments I was paying when the administrative forbearance took effect should have been the same when the administrative forbearance ends XX/XX/2023. Mohela / fed loans unfortunately seems to be banking on individuals not knowing this information as they do not publicize, advertise, nor inform their customers this nearly as much as they do the fact the they " HAVE TO '' do otherwise under threats of greatly increased monthly payments.
I called Mohela XX/XX/2023 to honor my past income driven payment plan before pandemic and they said they can not reverse it since I already recertified my income XX/XX/2023.
|
| 12/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I applied for full PSLF in XX/XX/XXXX as I successfully attained over 120 qualifying months on all of my student loans. On XX/XX/XXXX, I noticed that my form was processed, however my qualifying counts reduced from well over the required amount to XXXX on each loan. According to MOHELA 's site, all of my payments made from XXXX to XXXX were ineligible as they claim I was in forbearance at the time. I was not in forbearance but was in repayment for that entire time, and I regularly submitted documentation to update my payment counts, showing that I had qualified months due to my payments. I was with XXXX and then XXXX during that time, however my loans were transferred to MOHELA just last year. My loans should be now eligible for forgiveness as I followed all required criteria, however it seems that MOHELA is stating I still need several years of payments as they are not counting any of my previous payments that were already approved. I have a document showing that all of my loans were qualified on MOHELA 's site prior to this update that may be shared, if needed.
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have had several conversations with customer service at Mohela ; on XX/XX/XXXX, I spoke with XXXX ; on XX/XX/XXXX, I Blessing ; on XX/XX/XXXX, I spoke with XXXX ; on XX/XX/XXXX, I talked to XXXX, and on XX/XX/XXXX with XXXX, and each time the customer service representative quoted a different amount to repay. I only have XXXX loans and XXXX parent plus loan. Mohela 's customer service representative quoted that the XXXX loans placed on the savings plan would be XXXX, and the parent plus loan would be on an XXXX plan, costing XXXX. The customer service representative told me the XXXX loans would cost XXXX, and my parent plus loan would cost XXXX. I am a state employee, and I can't afford to make that payment. I need to resolve the issue to make payments on my student loan. As it stands now, they are saying I am past due, although a forbearance was requested and issued by the customer service representative on XX/XX/XXXX. I waited on the phone for over XXXX hours each time I spoke with a representative. Each representative was in training and could not assist me.
|
| 04/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Hello, I reached out on my own accord in XXXX about my loan status on Mohelas website showing it is in deferment. They reached back out and confirmed this shouldnt be the case, and that my enrollment status doesnt end until XX/XX/2024.
Around a month later in late XXXX, I receive numerous alerts from my credit monitoring that my score has dropped 100 points due to Mohela reporting to my credit that they could not reach the consumer. I have received zero calls, and zero emails from Mohela. On the contrary, I reached out to them first in XXXX.
I am still enrolled full-time at XXXX, so reaching me should not be an issue being that I am still in school and loans do not enter repayment until next year when I graduate. Mohela had all of my information to reach out, but I have no history of attempts. I am looking to graduate early this spring and will need to find an apartment to rent. Now my credit score has dropped so low due to this false remark, I may not get accepted anywhere. This is truly a burden and a malicious practice done to me. Please advise, thank you!
|
| 12/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/2022, I submitted two documents certifying employment to Mohela ( federal student loan processor ) for the PSLF program. After several months, they were marked processed on my account with mohela.com. However, the payment counts was not updated to reflect the additional qualifying payments.
I submitted written questions about this on XX/XX/2022 and XX/XX/2022. I attempted to call their customer service number weekly between XX/XX/2022 and XX/XX/2022. On XX/XX/2022, after being on hold for a couple of hours, I finally reached a customer service representative. When she looked at my account, she was perplexed as to why the documents certifying employment were marked processed, but my account was not updated. She verifying that the employers listed were qualifying employers. She said she would submit tickets to update my payment counts right away. At this time, those payment counts still have not been updated. I am concerned that they will not be.
Dealing with Mohela has been much worse than the former federal loan processor. Its incredibly frustrating.
|
| 11/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I submitted a complaint to your company on XX/XX/2022 regarding issues with my current loan servicer Mohela. The complaint ID XXXX. The only response provided from Mohela was " more time was needed ''. My loans transferred on XX/XX/2022 with the required number of qualified payments ( XXXX ) from XXXX. The response provided my Mohela doesn't make any sense. My employment ( XXXX ) and payment history was already verified from the previous servicer ( XXXX ). There's nothing for them to do... but to process it for forgiveness. Now, I'm approaching 3 months in waiting with Mohela to process forgiveness. I have only been able to speak with a customer service representative once. That was in XXXX. I was told by the supervisor that my loan would be processed for forgiveness within a few weeks. I've made several attempts to call customer service again. However, I don't have hours on end to wait and listen to a pre-corded message that doesn't allow you to ever reach a person.
I don't understand why am I waiting for loan forgiveness when I qualified for it in XX/XX/2022.
|
| 02/02/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Dealing with my lender or servicer
- Received bad information about my loan
|
|
Web |
|
|
My XXXX loans are serviced by Mohela. When Mohela became the new servicing company in XXXX XXXX I immediately called customer service and asked what actions I needed to take to ensure that I could make payments toward the principal of the loans. They told me to write a letter and request that, " Pay Ahead Status '' be removed from my account. On XXXX XXXX, XXXX I sent them a letter, and on XXXX XXXX Mohela acknowledged receipt of the letter. On XXXX XXXX, XXXX I noticed that payments I intended to go towards principal were going towards interest. I called and the customer service representative told me that the cancellation of 'pay ahead status ' had only applied to one month. He informed me that I needed to write a new letter and request that pay ahead status be, " permanently '' cancelled. When I called in XXXX, the customer service representative said nothing about about needing to use the word, 'permanently ''.
I have loans from my XXXX degree at XXXX College in XXXX, Massachusetts, and from my XXXX XXXX at University of Massachusetts in XXXX, Massachusetts.
|
| 07/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
My servicer changed to Mohela around one year ago. I have tried countless times to contact the company to verify multiple things and can never get through to a person. Their website does not allow actual emails or messages either. When you click to message them it just takes you to an FAQ page. My public student loan forgiveness credit from the paus has not been updates. I want confirmation on which payment plan I am enrolled and what my payments will be starting in XXXX.
Holding loans is stressful, all that is happening over the last few years makes it more stressful, and a company with poor business practice and nonexistent customer service makes everything worse. I pay on my loans and have filed all of the necessary paperwork for repayment and XXXX verification every year. Even if I didn't, I would still deserve to have my questions answered. It is truly despicable how this company is performing. Please help. There were times when the previous servicer, XXXX would not know the best answer to my questions but someone always answered the call. What can I do??
|
| 01/01/2024 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I applied for the SAVE repayment plan for my federal student loans through my loan servicing company Mohela. I received documentation that I qualified for my repayment plan to switch from my current IDR to the SAVE plan. Mohela provided the documents to show that my payments would change drop from {$310.00} to {$87.00} starting XX/XX/XXXX. I made my first payment for my IDR for the {$310.00} amount in XX/XX/XXXX and then had my loans placed in administrative forbearance for the month of XXXX per Mohela. I received correspondence on XX/XX/XXXX that my next payment is due on XXXX for the amount of {$310.00}. I am a XXXX and am already having a hard enough time getting through paying my bills, keeping a roof over my head and food on the table that is why I applied for the SAVE plan to drop my payments. It is frustrating not being able to get through to a anyone at Mohela to inquire about the delay in payment plan change when I have all of the paper documentation on file to show that I went through the proper steps to get approved for my loan payment to be changed.
|
| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela sent me on XX/XX/XXXX an Auto Debit payment Confirmation. which I believe is a Statement. The statement has a date of XX/XX/XXXX. But this was not sent to me until XX/XX/XXXX. I was on REPAYE and was moved to SAVE. During this my tax filing status and number of dependents was changed from Married Filing Jointly with Three Dependents to Filing Single. This changed my payment from {$0.00} to {$370.00} a month. On XX/XX/XXXX I sent a message via Mohela website explaining their error and recieved a confirmation I would hear back in 3 days On Monday morning XX/XX/XXXX I called and after 4 hours and three escalations I spoke with someone who understood their error. The CSR filed their error and said I would receive a response in 2 or 3 days. On XX/XX/XXXX Mohela is scheduled to withdraw the incorrect {$370.00} from my account. I messaged requesting the correct calculation and them not to withdraw {$370.00}. I have not heard back. I do not want to be placed on deferment or forebearance which will result in my interest increasing which it should not under SAVE.
|
| 09/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
My goal was to understand and open my replacement options. My XX/XX/XXXX application was rejected because of the temporary suspension on student loan payments, reason stated was that my new payment would be more than {$0.00}.
My XX/XX/XXXX application is pending a response and they have placed my account in administrative forbearance through XX/XX/XXXX, which I did not request. I am a public school teacher and am currently working toward XXXX consecutive payments to qualify for the XXXX program. Information indicates that any payments I make in this new forbearance window will not count toward my PSLF payments and that my balance will accrue interest during this time.
I tried to get this information early. When I was rejected, I planned to follow the timeline in Mohela 's correspondence. I used their correspondence timeline to create my request. I did but receive any correspondence after filing my XX/XX/XXXX online application for 19 days.
Without Mohela bring able to process my request in a timely way, they are extending the cost of paying off my loans.
|
| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I've worked for XXXX in the past and wanted to use my XXXX XXXX XXXX towards student loan. Despite telling me that it takes 2-3 weeks to process the payment, MOHELA ( the loan servicer ) failed to process it after 1 month. Every time I called for the past month, they kept referring to the failed payment I made on XXXX ( which had the payment sent to the incorrect address ) although I already resubmitted a new and correct request on XX/XX/12. Agents on XXXX chat box told me they would need someone from MOHELA who is an XXXX Admin to process and accept the payment, but every agent I talked to from MOHELA said there's no such person in their organization and can't figure out what to do with XXXX payments. It is extremely frustrating that a student loan agency failed so greatly that they can't process a simple payment request in timely manner. Not to mention that XXXX payments are taxable and affects people 's tax return if not processed within the tax year. At this point I don't even know if MOHELA is acting in bad faith, just straight up incompetent, or both.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I had my PSLF student loan recertified in XX/XX/XXXX and in XXXX my certification letter was complete and my loans were forgiven/discharged. In XXXX, Mohela, an office of the Dept of Education stated that the total of the PSLF qualifying payments was XXXX which is over the 120 payments. On the Mohela website which is an office of the Dept of Education that any qualifying payments over XXXX, would be automatically refunded to the borrower, myself. When I had contacted several Mohela reps during XX/XX/XXXX and XX/XX/XXXX they told me that I had XXXX PSLF payments, that I would get a refund for the XXXX extra PSLF qualifying payments. On XX/XX/XXXX I contacted Mohela again to find out when the paper checks for the refund would take, I was told that I do not qualify for the overpayments and that my loan was forgiven and no other action would happen. I was questioning why since the Mohela website state any payments over XXXX would be refunded back to the borrower. The Mohela rep dit not have a response to that when I had asked why it stated that on their website.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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|
I had my student loans consolidated with Mohela to apply for the XXXX. I received paperwork from Mohela on XX/XX/XXXX saying my consolidation loan was disbursed. When I attempt to fill out the XXXX application it says I have not made the required 120 payments and I cant complete the application. I know this is wrong, I have been a XXXX since XXXX, and making payments the whole time. I need to contact someone at Mohela to fix my account so I complete the XXXX application and the deadline is XX/XX/XXXX. I have tried to call multiple times, I have taken 2 1/2 days off of work in an attempt to get a hold of them. I am taking tomorrow off in an attempt to get a hold of them. In one of XXXX calls today my wait time was an estimated 72 minutes, after 98 minutes ( waiting to talk to someone ) my call was dropped. I have been trying to get a hold of Mohela to fix my account for a month.
I have left a message at the help Center on Mohelas website asking for help. They have not responded.
Thank you for any help you can provide, XXXX XXXX ( XXXX ) XXXX XXXX XXXX
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| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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My MOHELA account was unexpectedly placed into forbearance in XX/XX/XXXX. I did not request this forbearance, as I am completing payments for Public Service Loan Forgiveness and XX/XX/XXXX would've been my 120th payment. On XX/XX/XXXX I received a message stating my first payment was due XX/XX/XXXX. However, when I logged into my MOHELA account on XX/XX/XXXX, I noticed my account status had changed to forbearance although I never requested this.
I contacted MOHELA three times ( twice over the phone on XX/XX/XXXX and XX/XX/XXXX and once in writing on XX/XX/XXXX ) requesting to change my status to repayment. I was told they would change it, but they never did. Now on XX/XX/XXXX, I received a message with a statement attached stating my loans are in forbearance until XX/XX/XXXX! This is the opposite of what I requested! On top of the complete incompetence and mismanagement of my account, it takes 2.5 to 3 hours of holding to speak to anyone. Waiting to talk to someone doesn't do any good though, as they have failed to meet any requests regarding my account.
|
| 04/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I submitted my PSFL form for the determination of COVID criteria to MOHELA on XX/XX/XXXX. I never received confirmation of submission, so resubmitted on XX/XX/XXXX.
MOHELA chose to CANCEL both PSLF determination forms due to " duplicate submission '' but their online portal says they have been " Processed '' and notification of determination would be sent in 7-10 days. I have screen shots of the website to document this. I called after finding about the cancellation on XX/XX/XXXX - and they said they would reprocess the forms. It appears they chose to just CANCEL the whole process on XX/XX/XXXX.
I was never notified of anything during this process. No phone call. No email. No letter. All of my contact information is up to date.
I would like my on-time PSLF form to be honored and processed ASAP. It was submitted nearly 6 months ago and they have literally done nothing to honor this federal decision of which I followed all instructions. They have lied to me about the submission status and used their own processing mistakes as a means to drag this out.
|
| 07/16/2015 |
Yes |
- Student loan
- Non-federal student loan
|
- Dealing with my lender or servicer
- Received bad information about my loan
|
|
Web |
|
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-My college loans were transferred to Mohela three years ago.
-I had a XXXX and applied for XXXX relief.
-Through the XXXX relief program ( XXXX ) suspended any and all payments to be made to Mohela .
-XXXX advised they contacted Mohela of the suspension of payment.
-Mohela kept trying to collect on the transferred student loan, to wit ; XXXX dollars.
-Mohela said XXXX it were still collecting on the loan and were gon na ruin your credit.
-They, Mohela reported a 90 late payment on my credit history-Now may credit history went from XXXX to XXXX because of this frivolous reporting by Mohela-Five days later the loan was paid in full by a credit card due to the continued harassment and threat to ruin more credit.
-Mohela reported a loan 90 days late when XXXX suspended payments due to XXXX.
-- its bad enough experience a XXXX now I have to struggle with a bad credit report and only late payment shown on my credit which has hurt my chances of obtaining viable loans and credit.
-Please help with this complaint and please stop mohelas egregious behavior
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| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
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Web |
|
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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.
|
| 06/15/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account status incorrect
|
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Web |
|
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On XX/XX/XXXX I opened a dispute with XXXX over two payments with Mohela back in XX/XX/XXXX. The dispute was updated on XX/XX/XXXX and I had initially missed what they had reported because I looked at my open loans for results and they had updated one of the loans and it looked fine. On XX/XX/XXXX I applied for a mortgage, when my lender gave me my report I realized that Mohela had completely changed the information on my loan. My loan is active and in good standing but is showing as refinanced in XX/XX/XXXX with a delinquent payment history. My loan origination date has also been changed from XX/XX/XXXX to XX/XX/XXXX and the beginning balance is inaccurate. Later that day I called Mohela three separate times trying to straighten it out and they just keep telling me they never reported that information. I repeatedly told them that I was looking at a copy of my credit report from that day and the information had been reported by them and needed to be corrected because it is preventing me from buying a home, they claim it must be the credit bureaus fault.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello. I am a long-time XXXX XXXX XXXX who is dealing with many mistakes from MOHELA that are preventing me from getting PSLF loan forgiveness. I have sent in all necessary paperwork, consolidated all loans, and recertified my qualifying employment each year for years. I have worked at this qualifying school since XXXX, and I have made more than the required 120 payments, so my loans should be forgiven. MOHELA has made mistakes and has delayed correcting them since my loans were transferred to them from XXXX. MOHELA and/or Federal Student Aid needs to remedy this mistake. My loans were marked as forgiven and closed, and then for no reason, they were reset to reflect only 10 qualifying payments. I should have been forgiven in XXXX. I ask that you please help remedy this situation as soon as possible. I want to continue to serve as a teacher, and I need this to be resolved for my own financial and personal well-being. Please let me know if there is anything else I can do on my end. Please help me remedy this situation so that I can move on with my life.
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
During Co-Vid I had this agency reach out to me regarding my student loans. I was ensuring that they were part of the Fed loan student processing center. They have informed me that if I make consistent payments of {$39.00} monthly for the next 10 years, my remaining balance will be removed. They sent me documents via mail and email, with the Department of Education logo. I was convinced it was the Department of Education.
Moving forward, when I received my letter from XXXX, which I was transferred to I contacted them. I informed them that I have been making payment monthly since XX/XX/2022, of {$39.00}. They ran the agency I was in contact with and informed me this was fraudulent. The Fed loan Consolidation department is not with the Department of Education. XXXX provided me with all the websites I must report to.
This third party agency has all my information. I had to close my checking account with XXXX XXXX and open a new one because I had them on auto-pay. I have paid this since XX/XX/2022, until the present day in the total amount of {$810.00}.
|
| 10/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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I was sent a paper letter from Mohela on XX/XX/2023 indicating I was on administrative forebearance from the period of XX/XX/2023 to XX/XX/2023. Today XXXX/XXXX/XXXX I checked my online account and noticed Mohela had generated a bill and a due date of XX/XX/2023 within the last few days ( as I check my account regularly ). I have not been notified digitally nor by regular mail of this due date. In addition, this payment was generated during the aforementioned administrative forbearance period as indicated on the correspondence I had received. Had I not checked for myself I would not have been aware of an upcoming payment date. This is unacceptable. In addition I submitted a XXXX E-Sign Employment verification as I normally do which was submitted to Mohela on XX/XX/2023. It is now almost 70 days post my submission and my payment count has yet to be updated.
This company 's lack of communication is unacceptable. I have never delt with this level of incompetence in the over XXXX years I have been enrolled in XXXX. I hope you can assist me, thank you.
|
| 02/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I originally faxed my XXXX form to XXXX during the period when my loans were getting transferred to MOHELA ( XXXX, 2022 ). XXXX, like they were supposed to, forwarded it to MOHELA, but MOHELA sent it back to XXXX and they processed it, and sent a letter stating I had no eligible loans with them.
In XXXX, I resent my XXXX form to MOHELA, which they denied a couple months later stating that the signature for the supervisor that signed my form wasn't a real signature ( which it was ).
So I had to send the form a third time in XXXX. I finally hear back from them 4 months later in XXXX, and they're not counting 7 years of payments I made towards my loans in their XXXX XXXX calculations. They also stopped counting payments after the date I submitted the form, even though I'm still employed at the same business.
I've also sent them a message in XXXX on a different topic and got an automated response 3 weeks later telling me to call their XXXX number. Why even have electronic support when you don't do anything with it? XXXX was much easier to work with.
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My student loan IBR wasn't processed initially. I resubmitted it and called to put my loan in forbearance prior to the first due date which was XX/XX/XXXX. I was told it was in forbearance. My IBR was then processed. I was billed my payment prior to the IBR being processed and the IBR amount, so double billed for XXXX. I called back and was told my forbearance was improperly processed but that I should pay my IBR payment while it was fixed and the initial payment amount dropped. I paid my IBR payment and was assured the amount would be applied to my IBR payment amount. I now show that I made a partial payment on the non-IBR payment and that I haven't paid on my IBR payment. I've spend well over 10 hours on hold with MOHELA and still don't have resolution. I'm a teacher and can't just call during the day and their hours make it nearly impossible to get through to anyone and they have no functioning none phone call system. I just need them to drop the first- incorrect payment- and credit my actual payment or to have a functioning communication system.
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
In XXXX, I applied and was accepted for an XXXX plan through studentaid.gov. This was sent to Mohela to be implemented, and instead Mohela put me on the XXXX plan which would cost over {$400.00} more a month.
I contacted Mohela and after extensive wait times was told that " somehow '' I was put on the wrong program and that the only solution was to reapply for the program, have my loan put on administrative forbearance, and wait for my application to be processed and my payment amount changed.
Payments are due XX/XX/XXXX, and currently it's estimated that my application will be processed in XXXX. While the forbearance means that I will not be reported as delinquent, it also means I can not enroll in automatic payments to get a reduction in my interest rate.
I find it ridiculous that Mohela, owned by a state government, can sue to block loan forgiveness and then fail to adequetly staff their company to process applications in a timely manner. My loans will now be earning additional interest despite me filling out applications in plenty of time.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have two issues to complain about - 1. In early XXXX I requested a refund of my payments for XXXX and XXXX. Because I wasn't given my loan bill in an adequate amount of time as required by law, I was placed in a forbearance. I called MOHELA and I was told that they would be refunded. On XX/XX/XXXX I received one payment but I am due one more. I would like that payment immediately to be credited to me.
2. On XX/XX/XXXX I submitted my final XXXX XXXX via XXXX. My employer filled this out quickly and it is listed as completed and sent to servicer within one day, but it hasn't been reflected. I requested a forbearance while MOHELA completes my loan forgiveness and that so far, has also not been applied. The timeline is such that a payment will be due in XXXX because of the slow service provided to me- which will likely affect my credit score.
I have called, and not gotten answers, the wait time for any call is XXXX. I have used the secure message feature, and I have NEVER had a message replied to. I feel service this poor can only be intentional.
|
| 11/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American, Servicemember |
|
Hello, This is in regards to my XXXX XXXX loans with Mohela and XXXX XXXX XXXX loans with XXXX. I completed a XXXX XXXX Applications against The XXXX XXXX XXXXXXXX XXXX and XXXX XXXX in XXXX on XX/XX/2022. I am XXXX XXXX XXXX vs XXXX. After I completed the XXXX XXXX Applications, I was advised to consolidate the XXXX XXXX XXXX XXXX loans. Which I did. Now all loans are with Mohela. My complaint is this..I need the loans to be put into XXXX XXXX for as long as the XXXX XXXX Applications are being reviewed by the XXXX XXXX XXXX XXXX While the loans that were originally with Mohela are in XXXX XXXX, the XXXX loans that were with XXXX that are now consolidated with Mohela are not in XXXX XXXX. I have written Mohela, I have tried to contact them via phone, I have done chat on website, but I am either getting no help, no response or the run around with putting these loans into XXXX XXXX. I need all my loans with Mohela to be put into XXXX XXXX while my XXXX XXXX Applications are being reviewed/processed. Thank you for your time and help with this matter
|
| 10/07/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I've recently received notification from the XXXX on behalf of the US Dept of Education that my application of Total & Permanent XXXX has been approved and my loan is completely forgiven/discharged. The notification was also sent to MOHELA on XX/XX/XXXX for it to process the student loans from it's servicing so that XXXX process the forgiveness/discharge of the student loans in the amount of {$140000.00}. With all of the confusion, administration back peddling, lawsuits filed by or on behalf of MOHELA challenging the student loan forgiveness programs, and recent CFPB announcement regarding the ill acts of loan servicers ; I would like MOHELA with this information to immediately zero out my loans, close the account, and report such to the credit bureaus as quickly and feasibly as possible. I filed a dispute with the 3 credit bureaus to expedite getting the inaccurate reporting off my credit reports ; MOHELA however verified that the $ XXXX balance was correct with at least one of the credit bureaus ; which is erroneous as of XX/XX/2022. Thank you.
|
| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Despite satisfying the requirements of Public Service Loan Forgiveness ( PSLF ), Mohela, my student loan servicer, has not updated my qualifying payment counts and has not forgiven my student loans.
My loans and my employment satisfy the requirements for PSLF.
I have routinely filed Employment Certification Forms ( ECF ) with my student loan servicers. In XX/XX/XXXX Mohela correctly reflected that I had made 108 qualifying payments based on my most recent ECF.
On XX/XX/XXXX, I submitted my final ECF to Mohela because I had completed enough payments to qualify for forgiveness under PSLF.
On XX/XX/XXXX, the form was marked as " processed '' on Mohela 's website.
As of today, XX/XX/XXXX, ( 139 calendar days and 96 business days since the submission of my final ECF ) my payment counts have not been updated and still reflect 108 qualifying payments. Mohela has not contacted me that there was any issue with the form and has not taken the action the form requires. This is an unreasonable amount of time to wait. I am entitled to forgiveness now.
|
| 08/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I am writing to dispute the late payments that are appearing on my credit reports for the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX associated with my Mohela Dept of Ed Acct # XXXX. I firmly believe that these late payments are inaccurate and unjustified.
It is inaccurate to report 90 days late in XX/XX/XXXX when there in on time payment reported the previous month in XX/XX/XXXX. There are only 30 days in between XX/XX/XXXX and XX/XX/XXXX so it's impossible, inaccurate reporting, and a violation of the FCRA to report 90 days late after an on-time payment the previous month. Therefore, the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX late payments are reporting inaccurately and in violation of the FCRA as well.
Also, these late payments are in violation of15 USC 1681eb which clearly states, " Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates ''.
|
| 04/25/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I emailed MOHELA my student loan service company on XX/XX/XXXX asking for an amortization schedule. On XX/XX/XXXX, I received a response that i would receive a response within 7-10 business days. On XX/XX/XXXX, i submitted another request for the amortization schedule. On XX/XX/XXXX, i received a reply that the schedule was mailed to my home address. On XX/XX/XXXX, i received a letter from MOHELA indicating my monthly payment amount, my repayment plan, the interest rate, and the terms of the loan. On XX/XX/XXXX, i called MOHELA to inform them that i did not receive the amortization schedule. I spoke with two customer service representatives. The second customer service representative told me that i could not receive a schedule because i may make an extra payment, or make a late payment, or my interest rate may change therefore they could not provide a payment schedule. This is despite the fact that i have auto-debit, have made on-time payments for the life of the loan, and have received an amortization schedule from other student loan servicers.
|
| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I was transferred from XXXX and everything seemed ok, but then I needed my employment certified. I have been trying to get it certified since XXXX maybe XXXX at this point. I have emailed and called numerous times. I have spent over 10 hours on hold or talking with customer service all have assured me it will be taken care of. XXXX I'm on the phone now waiting to talk to a supervisor, I'm sure it won't happen. If I turn in the next six months of certified employment they will cancel the request and say this is a duplication form. I also initially had the wrong payment plan set up which I repeatedly asked about and was told it was fine.. it wasn't and would have made me ineligible for the PSLF. I am starting to believe that MOHELA feels this is a game make us wait it out and see how long until we give up. I have worked for the feds for 15 years and it's my right to have PLSF. I'm not sure why they are doing this to good people, I have had four different loan providers over the year and this is by far the absolute worse service I have ever had.
|
| 11/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
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.
|
| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
My request is for MOHELA to review my account and count 48 payments made from XXXX as eligible payments for PSLF, as I was with a qualifying employer and on an income based repayment plan. XXXX ( the Florida Department of Education loan holder ) is making it hard for me to process a TEPSLF by declining to upload to the Department of Education National Database, payments I made from XXXX. I filed for a hardship in XXXX and requested from the Florida Department of Education to reduce my monthly student loan payments. I was placed on an income based repayment ( see form attached ) I made 48 consecutive on-time payments ( payment history is attached ). A MOHELA supervisor ( case number XXXX ) instructed me to ask XXXX to upload the payments to the national database. XXXX has declined putting me behind on PSLF. Nothing has been reported since XXXX. XXXX emailed me my payment history and I uploaded it to the MOHELA website and have attached it here. I request MOHELA review my account and count these XXXX payments as qualifying payments for PSLF.
|
| 08/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My history of my loans are incorrect : I have been trying to rectify this situation with Mohela and the Dept of Education for over a year. My student loans have been handled by multiple companies since XXXX. I am currently a XXXX and I am trying to get an accurate history of all my payments I have made on my loans since I began repayment back in XXXX.
When my loans were handled by XXXX XXXX XXXX XXXX XXXX, the payments I had during that time were never stored in the history of the loans, as the company went bankrupt. Now when you look at the payment history of my loans, from XX/XX/XXXX to XX/XX/XXXX, there is no history of payments being made.
When I reached out to Mohela ( and the Dept of Education ) to fix this information neither could give an answer why the payments were missing. I have also submitted documentation in the form of my bank statements during this time to show payments that were made. And this supporting documentation was also ignored.
Attached to this complaint are those bank statements with the history of payments.
|
| 01/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loans qualify for PSLF under the Temporary Waiver, with my ECF approved in the spring. XXXX was my servicer and I was transferred to MOHELA in early XXXX. On XX/XX/XXXX, after no change in status, I called and spoke with a MOHELA supervisor who advised that the transfer process and having my loans discharged could take up to 90 days. On XX/XX/XXXX I contacted MOHELA again to ensure that they didn't need anything else from me and they confirmed they had my PSLF form, my ECF form, and that it is a process that could take up to 90 days. It has now been just over 100 days since MOHELA said it could take 90 days, which itself was nearly 30 days after the initial transfer. My loans have not been discharged. Both MOHELA and Studentaid.gov systems concur that I have XXXX qualifying months and am eligible for PSLF. I began a complaint case with XXXX on XX/XX/XXXX and have received no followup or contact as a result ; and there is no provided means through which to escalate to the Ombudsman. MOHELA 's service and processes are slow and inadequate.
|
| 01/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My name is XXXX XXXX and I currently have federal student loans held by Mohela as of XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX and I initially applied for XXXX XXXX XX/XX/XXXX. Minimal progress was made in receiving a clear response of outcome despite numerous calls and emails.
- XXXX/XXXX/XXXX filed XXXX request for all loan payments since inception.
- XX/XX/XXXX provided copies of XXXX waiver applications, XXXX for multiple years, XXXX transcript, and military orders. Provider denied application stating they could not verify XXXX based on last XXXX numbers provided on XXXX transcripts and number of hours on application did not correlate to earnings. This did not make sense or seem logical.
- Provided actual XXXX for XXXX Credit given for years worked.
- XX/XX/XXXX - received XXXX requests with XXXX documents. Proof of payments XXXX - uploaded actual XXXX for XXXX Awaiting response.
My primary complaint is timely truthful communication provided by loan servicer, fairness in application of XXXX rules as stipulated by XXXX.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I have 2 federal student loans serviced by MOHELA. When the SAVE plan was announced, I immediately filed an application to switch my payment plan to the SAVE plan, as I would save over {$100.00} a month. MOHELA confirmed receipt of this application on XX/XX/. MOHELA did not process the application in a timely manner, and placed me on an administrative forbearance through the end of XXXX to give them time to process the application. I received a bill for my first payment on XX/XX/, due XX/XX/, with the amount I was paying on my original plan due. The following day, my SAVE application was processed, and my new monthly payment was put into effect, but did not apply to the bill I was issued the day before.
I called MOHELA and they told me that because the bill was generated before the SAVE application was processed, they could not retroactively apply the new payment amount to the generated bill. They waited literally 1 day until after the bill was issued to process the application... for an application that I put in several months before.
|
| 05/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
On XX/XX/23 I called XXXX to request a refund of payments made toward my student loans during Covid forbearance under the CARES Act. Two separate reps said they would handle that request for me before disconnecting my call. The third rep said I needed to put that request in through Mohela. Mohela submitted the request and twice since XX/XX/23 I have been told they requested payment information from my previous servicer ( XXXX ) and when I ask XXXX about it, they say theyve not received a request from Mohela. At one point a Mohela rep said my request was put on hold because they had to review my NSLDS info since they claim XXXX is not cooperating with them about my payment info. It has now been more than 60 days and more than 45 business days with no movement on this request. I also cant get a clear picture of the status of my request as each Mohela rep tells me something different. I need those payments refunded and I even sent a PDF of the payments from XXXX to Mohela earlier this month to try to help the process and nothing is helping.
|
| 02/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I had my Federal Student Loans transferred to MOHELA in order to participate in the Public Service Loan Forgiveness ( PSLF ) program. I have submitted all relevant Employer Certification Forms ( ECF ).
Despite following all of the required steps, I am continually having my forms rejected for some random, or even unknown reason. I was actually told by a customer service representative who looked over the forms as I was on hold that, " there doesn't seem to be anything wrong with them. '' This interaction led to the form having to be " reprocessed '' and would take 90 business days.
It is completely unacceptable to have completed documents " reprocessed '' based on errors by this company, who was selected to manage these accounts. Tax payer funds being spent on what seems to be an in ability to meet the needs of student loan borrowers ; is extremely frustrating and inconvenient.
My forms for submitted by me directly from the National Archive and Records Administration, complete with stamps and all. There is a problem over at MOHELA.
|
| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been waiting on complete PSLF forgiveness under the temprary waiver since I consolidated by FFELP loans from XXXX to XXXX in XX/XX/XXXX and submitted PSLF employment certification in XX/XX/XXXX. I have been continuously employed by a qualified federal agency ( HUD ) since XX/XX/XXXX. I have also continuously made monthly loan payments to XXXX from XXXX through XX/XX/XXXX. Mohela is now the servicer. The records for both Student Aid.gov and Mohela show that I've been in repayment status since only XXXX. As a result, my qualifying payment counts were only counted from XX/XX/XXXX through XX/XX/XXXX ( XXXX payments ). I have resubmitted submitted my PSLF certification and XXXX payment history several times to XXXX, StudentAid.gov, and Mohela, but the payment counts have not updated. There are 11 years of missing payments ( XXXX ) that I've made that should count towards complete forgiveness ( 120-plus payments ) under the PSLF waiver. I have requested reconsideration from StudentAid and escalation to an Ombudsman without success.
|
| 10/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have three student loans through the XXXX program, provided by the Department of Education. My federal student loans service provider changed from XXXX to Mohela on Tuesday, XX/XX/2022. On that same date, my credit card was fraudulently charged {$340.00} by Mohela. I am on a REPAYE program but under the Biden Administration 's executive order, my student loan payments are {$0.00} until XX/XX/2022. Mohela fraudulently took {$340.00} without my consent.
Additionally, I have been making qualified payments through the Public Service Loan Forgiveness for over a year.
On XX/XX/2022 Mohela sent me mail stating that I have only made 4 qualifying payments. On XX/XX/2022 Mohela sent me mail stating that I actually only made 3 qualifying payments. In fact, I made 18 qualifying payments. They need to update their records to show that I have indeed made 18 qualifying payments.
I have attempted to contact Mohela several times and waited on hold for 3 hours, and have been unable to reach them.
Thank you for your help in expediting this matter.
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| 09/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My student loan servicer was XXXX XXXX XXXX. I switched to this loan servicer in XXXX because I wanted to participate in PSLF. In XX/XX/XXXX I became eligible for loan forgiveness because I made XXXX eligible payments. Shortly after receiving notification from XXXX XXXX that I received my trophies ( XXXX ) payments I received correspondence from XXXX that my loan would be transferred to Mohela because their contract wasnt renewed with the US Department of Education. I immediately reached out to inquire if I could remain with XXXX instead of being transferred. I was told that all of loan information including the eligibility for loan forgiveness would transfer to Mohela. My loan transferred to Mohela on XX/XX/XXXX and I wasnt able to view my account until XX/XX/XXXX. Im able to view my account and can see the XXXX payments on the dashboard for TEPSLF and XXXX for PSLF. I have met the requirements for loan forgiveness but Im having to wait unnecessarily. I have reached out to Mohela and not received a response on why I still in holding.
|
| 02/04/2022 |
Yes |
- Debt collection
- Federal student loan debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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Back in XX/XX/2021 I received correspondence from MOHELA, a department of Education Servicer stating welcome to Mohela. I sent over a certified letter requesting validation which has my signature in wet ink. Mohela sent over correspondence stating my request is in process. Today I received another correspondence stating that they enclosed information that I requested. As you can view as well. Mohela failed to provide me with the Validation that I request. In the documents that they sent over it states that the following documents are under separate cover : Payment History and Master Promissory Note which is not what I ask for. This does not show Validation. 15 U.S.C 1692g Sec .809 ( b ). I also would like to bring up the inaccuracies reporting on my credit report from this creditor. XXXX I have no student loans debts. XXXX is reporting a different creditor which I have to deal with as well. This creditors just places an items on my credit report without validation or verification of debt. As a Consumer I have rights.. 15 U.S.C 1681q,
|
| 01/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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The XXXX XXXX XXXXXXXX attempted to take tuition payments directly from me after I withdrew instead of deducting the payments directly from the students ' loans. ( I currently have the Borrower Defense Application Against them ) I withdrew because the quality of education I received from the XXXX XXXX XXXX was extremely poor, the instructors would not help me and the courses I took at the school are pointless as my former and current employer will not accept them because the school is not accredited and the degree courses are not accepted in advancement of careers. What the XXXX XXXX XXXXXXXX is doing is illegal! You can not send student loan money in the form of a loan directly back to the lender and go after the borrower for collection. The XXXX XXXX XXXXXXXX broke the lender borrower contract without the me even XXXX would like the XXXX to remove the student loan information from my credit reports and cease collection of the all the student loan payments and interest for these courses that I can not even use to advance my career.
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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I was anticipating Mohela beginning to auto-debit my bank account, on a monthly basis beginning in XXXX, because payments are resuming in XXXX. I *WANT* to resume making payments because I am working towards PSLF. Mohela put my student loans into " Administrative Forbearance '' for the purpose of " processing '' something ( they did not tell me what they are processing ). While my loans are in Administrative Forbearance I am not able to make payments that count towards my 120 qualifying payments.
However, because of how my scholarship was structured, I must make a payment every month, even if it doesn't count towards my 120 qualifying payments. This is because my old law school pays me a lump sum every year to cover my loan payments. If I don't may 12 payments in a year, I will owe my law school money.
So I'm stuck in the position of being required ( by my law school ) to make a payment every month, but being prevented from making my monthly payment because Mohela put my loans into forbearance with no notice and no explanation.
|
| 01/27/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
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In accordance with the Fair Credit Reporting Act, the account below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. MOHELA/XXXX XXXX XXXX XXXX XXXXXXXX has violated my rights.
15 U.S.C 1681 Section 602 A. states I have the right to privacy.
15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions.
15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
To add personal statements : I've never made a payment to this company, yet they continue to report inaccurate information on my credit report regarding " current payments. '' I have not agreed to any terms with Mohela Pathway.
I never opened an " Education '' account after the year of XXXX.
The company has yet to reply in writing to my Debt Validation letter sent on XX/XX/XXXX.
|
| 09/28/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
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Hello, In XXXX 2017, I received an email from a group called XXXX XXXX saying they were a third party servicer that worked with MOHELA to pay off my loan. About a month later, I received a call from MOHELA again asking why I had n't made a payment, I told them I had been and was confused why they had n't received my {$100.00} a month I had been paying and we discussed lowering my bill to {$50.00} a month, but it never applied and XXXX XXXX continued to take the {$100.00} a month out. A few days ago, I get an email from XXXX XXXX saying I 'm past due. So I immediately called MOHELA and told them what was happening and they informed me that this third party is scamming me and taking my money. I 've paid them {$700.00}, and they are withdrawing another {$100.00} on XXXX XXXX, yet I 'm past due on my actual student loan because they are just keeping my money. Is there any way to get my money back? Or can I apply it to my actual loan? Luckily, it has n't started hurting my credit but it 's very close.
Thank you for your time, XXXX XXXX
|
| 01/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I am a XXXX XXXX XXXX who is trying to get my loan payments certified for XXXX through Mohela. I have been calling them for the past 4 months to only be told we have received it but it takes 90 days to process. I have called back many times and they keep telling me they have received my application and my employer qualifies as I work in XXXX XXXX.
I feel that my PSLF is never going to be processed and that they will not count al of my payments that qualify since they are refusing to even look at my paperwork not have they even brought over my loans which they said will happen in order to count my payments. They make you wait for hours on the phone never answering the line and when they do answer you get someone who can never give you any information as they say that they don't have the ability to answer your questions.
In addition when you go online to check you account there is nothing there for you to check as all you get is a screen that says your account is in good standing and that more information can't be provided to you.
|
| 11/14/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Keep getting calls about my loan
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Web |
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I received a call at work regarding my student loan. It is due on the XX/XX/XXXX and I pay every month before it is XXXX days past due. I received a call on XX/XX/XXXX at XXXX from XXXX XXXX I called the next day and explained that my home number and email are the ways I prefer to be contacted and they have this information on file. I NEVER gave them my work number because that is not a good number to contact me on nor do I want those calls on that number. I contacted them on XX/XX/XXXX, letting them know not to contact me on that number again. My payment was also made that morning. The person I talked to told me that it would n't happen again and supposedly removed the number. She said that the information was obtained through skip tracing, in case I did not pay. I responded that I pay every month, what indication did you have that I would not pay? No response, other that its a process they do. To my dismay, I was called again on that number from XXXX at XXXX the SAME DAY!! I have a previous case that was submitted on XX/XX/XXXX.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My Mohela student loan accounts were placed on administrative forbearance in late XXXX. I was not informed why. I looked it up and found this website https : XXXXXXXX which explains why I was placed on administrative forbearance but also states that interest accrued during this forbearance should be zeroed. I then received a letter from Mohela about a week later stated that I was placed on administrative forbearance, but it still didn't explain why. The letter specifically states that " daily interest continues to accrue '' during the forbearance.
In addition to this, because I was placed on forbearance, my auto payments were cancelled which caused my interest rates to increase by 0.25 % on all of my loans. I emailed Mohela through the secure messaging platform on their website in XXXX XXXX XXXX XXXX XXXX. I have yet to hear back from them at all. I tried to call at some point too but the wait time was over 2 hours. I have significant student loans through Mohela so the interest accrued during this time is at least {$1700.00}.
|
| 01/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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In XX/XX/2022, CFPB helped me get a letter from my student loan servicer MOHELA ( XXXX XXXX ). This First Letter accurately stated that I was eligible for XXXX and the XXXX waiver.
Outrageously, shortly after my CFPB complaint was closed I received a second letter from MOHELA stating the opposite ( Second Letter ). The XXXX XXXX states I am not eligible for XXXX.
To resolve this I uploaded the First Letter to my MOHELA account as well as another XXXX eligibility form. I also sent messages to MOHELA asking for them to resolve the inconsistency by adding confirmation to my account that my student loans were sent to XXXX for forgiveness.
MOHELA has not given me any response since the two letters in XX/XX/2022.
MOHELA should update my MOHELA account with a letter confirming they forwarded my student loans to XXXX for forgiveness because I am eligible for both PSLF and the waiver with OVER XXXX eligible payments.
My employment remains the same and in public service, We have no changes other than additional on-time payments.
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have tried to call MOHELA customer support on multiple different days, at different times of the day to verify that they received my complete PLSF application that I faxed in on XXXX XXXX, 2022. Once I got through their automated phone prompt system it would say " due to overwhelming response... we are unable to take your call ''. I tried to contact them via email, but that requires setting up an account and they wouldn't let me do that because my loans haven't been transferred from XXXX to MOHELA. Now that I've finally been put on hold ( instead of being kicked out of the system ), it's telling me my expected hold time is 195 minutes ( over 3 hours )!!!! That is obscene. They need to hire more customer service staff. I've dealt extensively with customer service at XXXX and XXXX and never had anything like this. The PSLF temporary waiver application is due by XXXX XXXX, 2022. I'm trying to do the responsible thing by verifying my application was received. The fact that I can't get in touch with MOHELA to do that is outrageous.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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|
My eligible payments under the PSLF special waiver on MOHELA are incomplete. The following periods are missing : XXXXXXXX ( 3 months ) XXXXXXXX ( 7 months ) XXXXXXXX ( 6 months ) I have already submitted employer certification for these 16 months, however, they are still not reflected as qualifying payments. MOHELA has already processed these forms and applied them to my account for the other periods that are covered.
These periods should be eligible as I was participating in a Perkins loan cancellation program based on my " XXXX XXXX XXXX XXXX '' service as detailed at https : //studentaid.gov/XXXX. These loans are part of my consolidation loan. The other periods of deferment under this program ( an additional 32 months ) are already showing up as eligible payments.
I am requesting that these 16 months be added to my eligible payment list and I be given credit for the employment certification that I have already submitted. This should increase my qualifying payments from 105 to 121 and make me eligible for forgiveness.
|
| 09/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
I went to XXXX XXXX in the fall of XXXX, I finished the program and the externship with the promise of getting a job by the school at said externship, and how easy it would be to get a job. Before I finished my externship my mom sadly passed away in XXXX of XXXX, I let my school know and also let them know I had to quit my job to be a le to do the externship so I wouldn't have money to be able to pay any fees and they said it was not their problem. I was doing the externship full time XXXX everyday. While grieving the loss of my XXXX. Once I finished they held my diploma and I won't get it till the full {$9500.00} is paid. I find it ridiculous that I earned my diploma working hard, studying, and doing everything I was told. But apparently I have to " buy '' my diploma. This whole thing is ridiculous, I have a job now but not in the field I went to school for because they said and I quote " the school I went to doesn't count for enough job experience ''. I spent money, time, and effort for no reason, I feel cheated and lied to.
|
| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I called Mohela on XX/XX/XXXX to request a refund of about $ XXXX in student loan payments I made during the pandemic. The rep that submitted the request for me said it would take up to 90 days to see my loan balance readjusted in my account and receive the refund via the original method of payment which was through my bank account. I called again in the first week of XX/XX/XXXX because its been over 3 months since I originally made the request and the rep couldnt provide much of an update besides telling me that theyre still working on it and doesnt have an idea of when I could expect the refund back. I get a call a few days later because I emailed Mohela prior to calling them and this new rep told me that Ill likely receive letters in the mail from the Department of Treasury with individual checks of payments I made which is the last thing I wanted because who knows how long itll take for the department of treasury to write those checks, let alone receive them in the mail versus just depositing the amount in my bank account.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
1. MOHELAXXXX did not count my temporary waiver application by saying I was not full time and another time saying I was in forbearance which my lender in XXXX told me to take instead of XXXX which would have counted my low payments since I made 60-65 % of a salary as a resident. The dates I applied were XX/XX/XXXX. That should have given me 12 more payments since graduating PT school I would have started right away knowing the benefit.
2. MOHELA did not save the update I put in for my payments for auto debit and I had to do manual 5 days late realizing their error and tried to update but said it would take 10 days to update direct withdrawal. Odd since all my banks can process new accounts1-5 business days.
3. MOHELA changed my payments multiple times which made no sense and no info on how my loans for undergrad and grad would be calculated to adjust for the SAVE program.
I have called multiple times, but as a PT in a nonprofit I can not wait more than 45 minutes on hold, even though once I did for 1.25 minutes on hold.
|
| 07/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am on a income based repayment plan. I started with XXXX and was transferred to MOHELA XXXX XXXX XXXX. When we were in COVID forbearance and my loans were still with XXXX, I was emailed and alerted by XXXX that I was due for my recertification of my income based repayment plan. I was not aware that no income recertification was required during the COVID forbearance. I did my due diligence and recertified online on XX/XX/XXXX. This resulted in a higher payment compared to the previous year due to my higher income.
I believe I should not have to pay a higher amount due to my servicer ( XXXX ) providing misguidance and false information. It is unfair for me to be punished for trying to do the right thing and I should be entitled to the same benefits afforded to everyone else as no one else has been required to recertify their income during the COVID forbearance period.
I have tried contacting MOHELA and have explained the situation above but they state they are unable to retract my income recertification from XX/XX/XXXX.
|
| 03/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Older American |
|
I was notified online on XX/XX/XXXX that my XXXX loan payment count was XXXX and my loan balance was now zero. On XX/XX/XXXX that same information was on the Federal student aid website. On XX/XX/XXXX, I received a written confirmation that my loan had been forgiven. On XX/XX/XXXX, I added an online question/complaint to Federal Student Aid concerning the timing of my refund since I was 36 payments past paid in full. The Federal Student Aid website shows my loans were paid in full on XX/XX/XXXX. I continued making payments until XX/XX/XXXX, so I believe that I should have a refund of 30 payments of about {$480.00} each. Six of the payments were zero payments on forbearance. I asked that I receive some confirmation that I would receive a refund and when I could expect that refund to come. I have received no reply from Federal Student Aid and MOHELA says its all in the hands of the Dept of Ed/Treasury/Student Aid . ( who knows ). Its now over 60 days, and Ive still not heard anything. I just want someone to respond and confirm.
|
| 03/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My federal student loans were transferred to Mohela from XXXX. I uploaded a PSLF form on XX/XX/XXXX to update my employment and payment tracker. After months of the status being stuck in " processing '' the form was marked as " Duplicate form '' and cancelled.
The PSLF form was not a duplicate, and those payment periods still incorrectly say employment not certified.
I wrote to Mohela on XX/XX/XXXX, and received a response indicating it was an error, the form would be processed again, and the processing time would be another 90 days.
Once again, the PSLF form was marked as " processing '' ; after the 90 days were almost elapsed, the form was marked as cancelled, again, with no explanation.
I received no communication about this, and only noticed by logging into my account and checking the status. I wrote to them again asking for an explanation of the repeat mistake. I suspect forms are just being cancelled and then resubmitted, to restart the 90-day processing time for the agency.
Correspondence and screenshot attached.
|
| 09/21/2017 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I started a new loan with XXXX XXXX on XXXX XXXX. The agreed terms of the loan were $ XXXX for a 10 year period.
XXXX XXXX XXXX XXXX XXXX increased my monthly payment to {$2000.00} without prior notice or explanation. They also adjusted my due date without my consent.
Following is my email correspondence with them : " XXXX XXXX XXXX/XXXX/XXXX : I got a notification that the auto payment was increased to {$2000.00} from previous scheduled payment of {$2000.00}. Why was this changed? The interest rate has stayed the same at 4.25 %? An explanation would be helpful Thanks XXXX XXXX MOHELA 's Response : Hello, Thank you for contacting MOHELA. We apologize for any confusion. Due to the recent due date change for your loans ( s ) the monthly payment got adjusted to accommodate for any interest accrued. '' The change in due date was NOT authorized by me. I have asked them to reset payments to the original loan term of {$2000.00} for a 10 year fixed loan at 4.25 % Any help would be appreciated.
Thank You XXXX XXXX XXXX XXXX XXXX
|
| 06/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
These inquiries are causing a negative impact on my credit score, and I request that they be removed from my credit report immediately. I have reviewed my credit report and found that these hard inquiries were made without my consent or knowledge. ; XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX US DEPTARMENT OF ED XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX have not applied for any new credit or loans recently. Under the Fair Credit Reporting Act, I have the right to dispute any inaccurate or unauthorized information on my credit report. I am requesting that you investigate these hard inquiries and remove them from my credit report if they are found to be inaccurate or unauthorized.
|
| 12/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX XXXX XXXX. They have erroneously counted my qualifying payments. I had loans in XXXX, as well as loans in an in school deferment. I reached out with instructions to remove the school deferment and replace it with the covid forbearance, as it is an eligible status for XXXX. I also consolidated my loans, as XXXX XXXX XXXX announced that if the loans were consolidated and employment was certified during the waiver ( prior to XX/XX/2022 ) I would be awarded the highest qualifying payment. I just received a letter showing my unsubsidized portion of the consolidated loan has 5 qualifying payments, which reflects the months of employment I certified. The statement only shows 3 qualifying payments for my subsidized portion though. MOHELA is required to service my consolidation loan as one singular loan, and that loan should have 5 qualifying payments, as the deferment was waived, and I certified employment from XX/XX/2022 through XX/XX/2022.
|
| 01/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is my current servicer and they are refusing to reimburse me for all payments that I made after XX/XX/XXXX. When I made payments in XXXX, during the pandemic pause, my servicer was XXXX XXXX. Those payments in XXXX closed some of my loan accounts because they paid off my the balances. Since that time, my loans were transferred to XXXX and in XXXX, they were transferred to Mohela, who is now my current servicer. XX/XX/XXXX, XXXX from the XXXX XXXX XXXX, told me that while Mohela is my current servicer, they are not responsible for repaying the closed balances that were paid off in XXXX. That information is incorrect. They have the records of all the payments I made in XXXX and as the current servicer of my loan, they are responsible for repaying all payments that I made after XX/XX/XXXX ( {$35000.00} ). Although they are legally responsible for reimbursing me for those payments, they are refusing to do so. Attached is a document from XXXX that shows all the payments I made, including payments made after XX/XX/XXXX.
|
| 04/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Prior to the XXXX deadline for PSLF ( XXXX Forgiveness ) from the pandemic, I had submitted all of my employment verification information to my former loan servicing company ( XXXX ). Shortly, after that my loans were transferred to MOHELA. After several weeks of processing, my account was up and running. I called to verify that MOHELA had all of my employment verification and other pertinent account information. I was told by a customer service representative, that they did indeed have all of my employment verifications forms and that they would be processing them.
After several months, these forms are still not processed and when I call MOHELA, I received the explanation that they are not processing these while the legal battle is going on with the Supreme Court. However, the PSLF is separate from the ongoing legal battle and MOHELA should be processing my employment verification and should be applying the payments to my account as necessary.
It has been several months now and nothing has changed with my account.
|
| 12/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
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|
I requested Mohela to take me out of forbearance once the XXXX pause ended. Mohela did not take me off forbearance and is still processing the request ( it has been months ). I am involved in XXXX and also involved in the XXXXXXXX XXXX XXXX XXXX lawsuit. My due date for my loans is XXXX/XXXX currently and my loans are accruing interest. I do not have a payment currently due to the forbearance. I work in healthcare and am frontline. I was told that I want to be taken off forbearance because my payment will be {$0.00} until I recertify in XX/XX/XXXX ( because I was in school in XXXX and did not have an income ). They said I would not gain interest between now and XX/XX/XXXX if taken off forbearance. I am concerned because Mohela is still processing my forbearance and I am actively gaining interest. I have saved a XXXX XXXX of me repeatedly asking to be taken off forbearance. I am concerned this will impact my XXXX status and hinder my progress. I am concerned that I am accruing interest on my loans when I should not be.
|
| 08/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I applied for the Public Service Loan Forgiveness program. I made 181 qualifying payments towards PSFL, with the 120th payment that triggered forgiveness occurring in XXXX of XXXX. The Missouri Higher Education Loan Authority ( MOHELA ) shows in my XXXX qualifying payments. However, they reported to the US Department of Education 's Federal Student Aid department that our discharge was only effective in XX/XX/XXXX ( instead of the correct date of XX/XX/XXXX ).
Because of this error, MOHELA and FSA have not refunded over {$20000.00} in overpayments I made on my student loans between XX/XX/XXXX and XX/XX/XXXX. I have been contacting MOHELA 's customer service lines for PSLF since XX/XX/XXXX and have been given various incorrect or incomplete answers regarding the delay in my refund. When I noted the error between their records of when I reached 120 payments and the discharge date they reported to the USDOE, I was told there was nothing that MOHELA could do to correct the misinformation and complete the refund process.
|
| 02/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have worked for a XXXX XXXX XXXX for 20 years. I have been paying student loans since XXXX.
XX/XX/XXXX I filed a complaint to recount my student loan payments. I was missing payment history from XXXX. I sent them my payment history going back to XXXX. I contacted the loan servicer and they told me to request a recount.
XXXX XXXX replied and said they received my request.
XX/XX/XXXX I received a letter stating my loans were forgiven and I had 120 payment. I was still missing 61 payments from XXXX.
XX/XX/XXXX I received a letter that my loans were recounted and those changes were made to my Mohela account. I called Mohela and they have no record of changes. They told me to wait a few months. This is unacceptable. I have been waiting for over a year for my information to be corrected and continue to get passed back and forth between Mohela and the Department of Education who can not give me an answer.
XX/XX/XXXX I called the Ombudsman. They told me those 5 years should be added and I should just keep waiting.
|
| 01/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was recently transferred to Mohela for XXXX servicing.
Mohela will not allow me to set up additional payments under auto-pay that target a specific loan.
i.e. base payment is {$220.00}, but I want to pay {$250.00} a month and make sure that the extra 30 hits a specific loan. They instead take the {$30.00} and split it equally across all of the loans. Their solution was that I need to call in every month to make the extra payment on a specific account.
This is not a complicated process for them to implement online and every other bank in the world can handle this simple request.
The ONLY reason not to do it is because they know over the long run they will make more money in interest this way. This is intentionally making the process of paying off debt sooner more tedious.
This is one of the deceptive practices that should be rooted out immediately.
Plenty of documentation if available online over consumer psychology that shows people will forget to call in because its extra steps. They know it and are using it.
|
| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am currently in the PSLF program. My loan was transferred to Mohela in XXXX of XXXX. When the loan showed up at Mohela it was missing the months between XX/XX/XXXX and XX/XX/XXXX. 22 months didn't come across. They didn't show up in either the Eligible or Ineligible counts. As of XX/XX/XXXX I am currently at XXXX Eligible payments not counting those missing months. I will be at XXXX Eligible payments once those months appear. I have contacted Mohela multiple times since XXXX of last year trying to get those months to appear so I can apply for the PSLF program. The only answer I'm getting is be patient. They will show up. In XXXX I was on the phone with a specialist for quite some time. He filled out a form for me and stated that would take care of it for sure. 2 weeks ago that form was dismissed as a duplicate request. Nothing was done. No one there can tell me why. I was scheduled to hit my 120 months in the PSLF program one month after my loan transferred. My loan should already be discharged. Please help. Thanks
|
| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX, I received an email from the US Department of Education indicating that my student loans are eligible for forgiveness and that the Department of Ed would be reaching out to Mohela to process this within the coming months. On XX/XX/XXXX at XXXX XXXX, I reached out to Mohela to advise of this and to request that my payments be suspended until the forgiveness is processed. I was told I would be placed on an administrative forbearance until XXXX to allow time for forgiveness to be processed. Further, I was assured that NO payments of any amount would be due during this forbearance. Despite this, on XX/XX/XXXX I received an email from Mohela advising that my account is past due. I have attempted to call back to Mohela to speak with a manager but " due to high call volume '' none are availabile. When I told the agent I was willing to wait for a manager to be available, I was placed on a perpetual hold. After holding for an hour and a half, I was forced to disconnect the call as I needed to get back to work.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I can not get ahold of a Mohela representative. There is no way to submit a complaint except by calling. I have called 5 times with hold times over 1 hour every time and unable to reach a representative. I have a job to maintain and can not keep this up. I am calling MOHELA to complain about the 90 day turn around time for the SAVE plan. Initially after applying I was given the timeline of 30 days for review. Three weeks later I received a notice of a turn around time of 90 days. I am being cheated out of Biden 's new SAVE Plan benefits meanwhile Mohela is reaping the benefits and I am forced to pay more than I should have. This is incredibly disorganized and chaotic. In the meantime, my interest is accruing and have already accrued over {$2000.00} since my application was submitted. Mohela is committing a crime. This means it will likely accrue to {$6000.00} of interest by the time Mohela gets around to processing my application, and that is {$6000.00} more that I should not have had to pay under Biden 's new plan.
|
| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I began the repaying my loans in XXXX, I began teaching in XXXX as well.
I learned about the PSLF program in XXXX, I was sadly denied because I had the wrong loan type.
I began paying in XXXX and never missed a month.
I learned about the Waiver in XXXX of XXXX, I consolidated my loans into Direct loans with XXXX XXXX XXXX and verified my employment. I was well over the 120 payments at this point and was actually making payments during the pause.
My loans transferred over to Mohela in XXXX, yet I still was never give credit for the payment I have made.
My loans sat with Mohela with zero movement and no waiver being applied.
I reached out to Mohela through Chat last week and was told I was denied by accident and they would push my form back through.
The next day I received a payment tracker showing only 1 payment qualifies and told it will take 90 days for payments to update.
My loans have beyond satisfied the PSLF program, I never missed a payment for 19years, yet my paperwork was lost and not applied.
|
| 10/02/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I have been trying to resolve this issue with the loan servicer for quite sometime. They have changed names so much it's hard to keep up with them. Direct loans were the loan servicers for these loans and i have asked them to show me a wet signature showing that I requested these loans and received them. There has been no compliance with validating the debt and it has been ruining my credit for over 10 years. I would like them to remove this from my credit report due to the fact that, there is nothing validating the debt, I have tried to contact them to resolve the problem but the credit bureaus continues to say that the debt belongs to me. I am ready to take this to court if necessary because the response from the loan servicer has always been validating the debt without showing proof. It has affected my life mentally and physically. Pain and suffering is just the tip of the ice burg with what its done to my life. If they do not get this off of my credit report, that is the next step I am taking, no more no less.
|
| 12/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am on the PAYE IDR plan, and I am also in the PSLF program, so my loan servicer is MOHELA. Pursuant to Department of Ed regulations, if my recertification date post-pause is within 6-months of payments restarting, my recertification date should be pushed out 12 months. MOHELA has not updated my recertification date from XX/XX/XXXX to XX/XX/XXXX. This has been going on for months and is an easy fix.
I have filed a complaint with MOHELA internally, I have also filed a complaint on Student Aid 's website. I have talked with two MOHELA reps who did not know why my recertification date was earlier than 6 months, but kept trying to push me to recertify early instead ( which would have made me ineligible for the 12 month push out of my recertification ). What MOHELA is doing violates Department of Education rules on how soon borrowers are supposed to recertify their income.
MOHELA is now threatening to take me off my IDR plan, which will cause my monthly payments to spike from roughly {$99.00} to over {$1200.00}.
|
| 10/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am currently approximately 96 qualifying payments into PSLF and on an income-based repayment plan. I read on the federal student aid website that I could recertify my income without recalculating my monthly payment. I selected that option and sent a recertification application ; however, I noticed that my payment was recalculated and increased significantly. Additionally, MOHELA says that I will begin paying the much larger amount after XX/XX/XXXX, even though the federal student loan website clearly stated that recalculated income-based repayment would not go into effect until one year from the recertification date ( if before XX/XX/XXXX ).
Additionally, I made a payment in XXXX, during the payment pause.
I have tried to contact MOHELA about this, but on the rare event that I make it through the 3+ hour wait, they say they don't have information from XXXX more than a month after the loan was transferred.
I need to have these issues clarified before payments resume in XXXX or it could cost me thousands.
|
| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
Servicemember |
|
I was XXXX to a XXXX XXXX in XXXX and informed Mohela. They let my account accrue interest over this time period over my objection. I paid {$10000.00} at the end of the XXXX, a large portion of this paid the interest that accrued during the XXXX.
I have had many problems with this company over the years and have addressed this issue to them several times.
I again messaged them about this interest charge specifically again on XX/XX/XXXX. At that point I asked for a review of my account for the period of the XXXX and a refund of the interest paid. Since then, I have written Mohela 7 times asking for updates and have received several answers that clearly dont address the issue. The last several responses have only stated the information is being reviewed. This has now gone on without a response for over 7 months and I havent heard anything from the company in 6 weeks.
This company goes out of its way to be unhelpful and get as much from the accounts it services as possible, even if it has to ignore the law.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loans were transferred to Mohela for Public Service Loan Forgiveness in XXXX. Upon review of my payment history, Mohela determined that I had reached my XXXX qualifying payments in XXXX of XXXX and my loans were forgiven. My bank records indicate that I paid 15 additional payments after XX/XX/XXXX, totaling {$2200.00}. These funds should be refunded back to me. I have been requesting this refund from Mohela since XXXX of XXXX receive a different explanation each time that I call. I have made formal requests for review through their phone service on more than XXXX occasions. On XX/XX/XXXX, I waited on customer service for over two hours, as I do each week since XX/XX/XXXX. I was told that each of my request for refund and formal review have been cancelled without explanation. I was then hung up on by the agent during the transfer, which has happened on at least five other occasions after being put on hold for hours. I'm requesting that my overpayments are addressed and returned to me without continued delay.
|
| 11/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My Public Service Loan Application was transferred to Mohela. Finally after making a complaint my employment was finally verified. Now Mohela can only find 32 payments. I have made payments since XXXX to XXXX XXXX XXXX. I am in the process of gathering all of my loan payments so far XXXX XXXX XXXX has provided payments from XXXX. I also made payment by electronic check to XXXX XXXX XXXX which I requested XX/XX/XXXX. Mohela hasn't even counted the payments from XXXX. I have attached the payments that XXXX XXXX XXXX has provided so far. I really need help with Mohela. When I first received the letter from Mohela that is attached to this complaint dated XXXX XXXX, XXXX telling me that had not made the required payments, I called Mohela and the customer service representative hung up on me. I called back and was told that Mohela was still in the process of finding payments. Then I got a letter from Mohela telling me to make payments. Mohela is not counting all of the payments that I have made towards my loan.
|
| 11/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
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.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX XXXX XXXX. They have erroneously denied and/or processed my XXXX application incorrectly. I have attempted on several occasions to complete the required employment certification for XXXX. I worked at XXXX University from XXXX of XXXX through XXXX of XXXX, and currently work for XXXX XXXX XXXX XXXX, which I began in XXXX of XXXX and last certified on a XXXX form in XX/XX/XXXX. All of this employment was submitted in XX/XX/XXXX, at which point only my current employment was approved. I resubmitted my employment with XXXX in XXXX. I recently received a notice that my XXXX employment was approved, however when they approved my XXXX it appears they removed my employment at the XXXX XXXX XXXX XXXX. Previously, I had XXXX qualifying payments, XXXX through XX/XX/XXXX, however now it lists none, and states the reason is no employment was certified. The letter approving XXXX only has XXXX listed and not the XXXX XXXX XXXX XXXX.
|
| 08/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am writing to formally lodge a complaint regarding a serious error in the loan discharge process related to my account. I recently received a loan discharge letter dated XX/XX/2023 to my account inbox which states that my loan has been discharged. When talking to a customer service agent about next steps she told me this letter was sent in error and meant for someone else. This erroneous information has caused me significant distress. I have repeatedly been given misleading information which is negatively impacting my loan forgiveness/discharge.
The incorrect discharge information in the letter has led to unnecessary XXXX and I am deeply concerned about the accuracy of my account information.
I would appreciate a written explanation for the error and a timeline for when the issue will be resolved. I can provide copies of relevant documentation, including copies of the loan discharge letter sent to me. Should you require any additional information or clarification, please do not hesitate to contact me.
|
| 12/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted an application for the income-driven repayment plan ( SAVE ) back in XX/XX/2023 with Mohela, who is my loan service provider. Since then, I have called at least once a month to check on the status of the application, because it was not getting processed. I was repeatedly told that it would take around 10-15 business days. On late XXXX, the customer service specialist I spoke with said that for some unknown reason, my application did not get processed, and she sent it to a higher priority list. She said there was nothing missing from my end ; it was a delay from Mohela itself. Again, I was told that this time it would certainly take 10-15 business days. It is now XX/XX/2023, and the application is still under processing. Because of the delay, interest is being accrued on my loan. I have repeatedly asked if there was something missing from my end, and the answer I always received was no. I have done my part since XXXX, and I'm still waiting three months later for Mohela to take care of their end.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
|
|
On XX/XX/XXXX, MOHELA processed and updated my employment verification on my loans ( sequences XXXX and XXXX ). This information put me over the required 120 payments as a part of the PSLF program. However, as of XX/XX/XXXX, the amount owed information on my account summary page does not reflect the forgiveness of these loans and still shows I owe an overall balance of {$100000.00}. My account summary is also showing that I have accrued {$6600.00} of interest as of XX/XX/XXXX. These amounts are incorrectly reported, with loan sequences XXXX and XXXX being forgiving ( 121 of 120 payments applied to my account ), I should have a remaining balance of {$31.00}, XXXX. The amount of accrued interest is based on the incorrect amount of {$100000.00}. I have called MOHELA to have these numbers adjusted correctly for my account on XXXX XXXX and XXXX XXXX. These incorrectly reported numbers are also inaccurately appearing on my credit report, affecting my debt-to-income ratio, thus effecting my overall credit score.
|
| 09/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
In XX/XX/2023 I received a lump sum payment from my employer in the amount of {$3700.00}. That lump sum payment should have been applied to my payments for the next 12 months or the next IDR date, whichever is sooner. I called over 10 times and sent over 20 messages. However, my payment was NOT applied correctly. I am receiving form emails back saying " You spoke to someone on the phone. '' My payment was applied to interest/XXXX XXXX when no bill was due. The lump sum payment covers more than 12 months ' worth of IDR payments toward PSLF.
I need my lump sum payment to be applied correctly, as requested, to my payments without exception.
Also, my payment amount was increased under XXXX which doesn't make sense as my income didn't change however no explanation can be provided and the two amounts for the separate portions of the loan do not add together. Finally, my IDR recertification date is not reflected correctly in the account as to what MOHELA states that it actually is. This should be corrected.
|
| 05/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
My loans have an error in them regarding payments on-time, I've emailed/disputed to the XXXX XXXX and I either get nothing or a VERY vague " itemized '' ( in the most barest of forms ) statement that does not answer my question or provide me with any information as to why the loan went into a derogatory status as it's representing a missed or failure of payment.
The thing is, I haven't even had a chance to begin or startup a payment plan yet ..or to speak with a loan XXXX of any sort to start and figure this out. Therefore, how would I be late or missing a payment that was never scheduled let alone made in the first place? Either I need clarification on the issue or this error needs to be fixed asap because given the previous XXXX scenarios- regardless, it's ridiculous to put me on the back burner while my credit report/score burns in a hypothetical dumpster fire. I either need knowledge or a solution to this error, if you could help me out I'd greatly appreciate it. Thank you for your time and efforts!
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have been trying to manage my loans through public service loan forgiveness ( PSLF ). I was transferred to MOHELA after consolidating my loans under the limited waiver. I submitted all paperwork on time and have since been waiting for my counts to be updated.
With the waiver rules, I should be nearing or past the 120 required payments. However, I have been struggling with the " employment certification forms '' ( ecf ) required to update my payment counts. The first form I submitted ( on time ) took the full 90 business days to process only to marked " duplicate '' when it was not a duplicate form - It had new certified dates. I tried to contact MOHELA about this, but each time I was on hold so long that the call timed out and automatically disconnected me.
I have since sent in a new form to try and get my counts up, and am hoping it will not just be marked duplicate as well. I am still within the 90 day wait on that form, but again, have not been able to get through to MOHELA through chat or phone.
|
| 06/10/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
|
|
Web |
|
|
I requested a change in repayment plans. Apparently, MOHELA lacks the ability to process these requests efficiently. As such, it places the account on a " processing forbearance '', in which it unilaterally delays payment for a month and capitalizes the interest ( referencing the right to do so under the master promisory note ). At no time did I authorize this or accept this. Nonetheless, MOHELA continues to forward me mail indicating its intent to capitalize interest. This is unacceptable without additional information and/or a refusal to cite to the provision in my master promissory note that authorizes such behavior ( i.e., at no time have I authorized MOHELA the right to capitalize interest on my account ( s ) ).
MOHELA 's forced forbearance and capitalization is a MASSIVE class-action lawsuit waiting to happen. Damages are calculable. Good luck!
Do n't capitalize my interest ( or my wife 's interest for that mater ).
What MOHELA is doing is the exact type of behavior the CFPB is trying to prevent.
|
| 10/23/2021 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Mohela was designated as the servicer of my student loans. My account is paid in full and closed at the present and has been for years. The issue is at in XX/XX/XXXX I requested my loan go into deferment status and unfortunately there was a delay in this being processed and Mohela reported this as a late payment in the following months. Once I became aware of this I immediately made a payment and again requested this to be addressed and yet again they failed to put my account into forbearance as apparently I had multiple loans and there was some confusion. The issue I have is that despite the financial challenges I was facing i found a way to pay this account in full but I should not be held responsible for Mohelas error. Since XXXX I have multiple late payments reporting on my report that are inaccurate and needs to be resolved. This is my last resort before incurring further time, energy, and money in hiring legal counsel to resolve this. Im hoping this can be resolved without having to take this step.
|
| 10/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I spoke with Mohela on XX/XX/XXXX because they fraudulently had my loans in Borrow Defense forbearance ( never requested by myself and requested SEVERAL times to have removed ). I am working toward Public Service Loan Forgiveness and have 14 payments left to qualify as long as I continue XXXX at my current location. When I spoke to Mohela on the XXXX I was told my loans would go into repayment on XX/XX/XXXX and I could make my payment ( which I did ). My loans did not go into repayment as they should have an now my account says the forbearance is there until XX/XX/28. This not what we agreed to. So I made a payment of {$210.00} which does not count toward the PSLF credit. I did not get credit for the month of XXXX toward PSLF even though my Employment verification form was in their hands and they gave credit for XXXX and XXXX ( NOT XXXX ) and I made a payment. I can not wait on hold for 3 hours again because I am a XXXX so calling them back again is not an option. They do not respond to their messages.
|
| 08/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
|
|
I have consolidated all of my loans & they are now with MOHELA from Direct Loans. I went to XXXX XXXX as well as XXXX XXXX. I was offered forbearance multiple times & have been on it for years now. I spoke to someone that I was referred to from my teachers ' union, XXXX XXXX XXXX, & I was told by one of their representatives that my situation looked like something called forbearance abuse. He advised me to reach out to the Ombudsman Group & I did so. My case number with them is XXXX. I reached out to them periodically only to be told they were " still investigating '' or that I should fill out a PSLF Reconsideration which I also did. I am not sure what is going on but I am afraid that since this has gone on now for so long that it will be really bad once XXXX rolls around. I need someone to reach out to me & maybe make an appointment to speak because I am very very concerned. My email is XXXX & my mobile number is ( XXXX ) XXXX. If someone can please help I would appreciate it. Thank you for your help.
|
| 11/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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During the Covid forbearance, my loans went from {$16000.00} up to {$18000.00} at the end of XX/XX/2022. The loans increased again from {$18000.00} to {$19000.00} in XXXX of 2022. At that time my loans were with Fed XXXX. After multiple calls to XXXX and XXXX XXXX XXXX, hours on the phone and submitting formal complaints over the last year, I have received no clear answer as to why this money was added to my account while it was in forbearance. My loans recently got transferred to Mohela. I still can't get answers. One person from Federal Student Aid told me that she thought it was because I was on some specific loan program over 10 years ago and when I switched my loan plan to qualify for PSLF it disqualified me so they just decided to address it 10 years later and add interest. This is absolutely not ok. I need answers. I also have 10 years and 120 months of PSLF, but 2 months are not counting so I can't get forgiveness. I am beyond frustrated with the student loan system and feel like this is a scam.
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| 11/30/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XX/XX/2023, my federal student loans were forgiven as part of the Public Service Loan Forgiveness Program. I received the official later the next month ( dated XX/XX/2023 ). The student loans continued to show on my credit report. In XX/XX/2023, I filed disputes with the credit bureaus which were closed when Mohela incorrectly reported that my loans still maintained a balance. I emailed Mohela and recieved no response. I think called Mohela and was told the credit reporting process had started in XX/XX/XXXX, but could take up to 90 days ( I was given a day in early XX/XX/XXXX as when the process should be complete ). I then recieved a response email ( after the date I was given over the phone ) stating that credit reporting could take 60-90 days. I responded that it had been over 90 days, but received no response. On XX/XX/23, I called Mohela. After providing the above information, I was transferred to the resolution center. I've currently been on hold waiting for someone to answer for 108 minutes.
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| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I was enrolled in the XXXX plan with my first payment planned for XXXX. Mohela in mid XXXX put me on administrative forbearance for no reason, and I called and they could not tell me why. I asked them to remove it so I could benefit from the XXXX plan and they said they had done so, but it takes a couple days to go through. They also stated that if was delayed going through, to just make my monthly payment and interest would not accrue. 12 days later, I am still in admin forbearance and they charged me {$1500.00} of interest. This number would be {$0.00} if the XXXX plan were applied like it was supposed to be. I am a borrower who is not working toward forgiveness, but to pay off my loan in full. This one month mistake could cost me tens of thousands of dollars over the life of this loan if not corrected. Their business is either a scam or they are completely incompetent. Either way, borrowers such as my self are bearing the brunt of this injustice and it needs to be resolved. Thank you for your help.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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As stated during my initial complaint on XX/XX/XXXX ( Complaint Number : XXXX ) MOHELA is engaging in fraudulent business practices, financial extortion, and fiduciary fraud. This was excellently highlighted via adjudication by the DoE via withholding of $ XXXX from MOHELA in punitive damages.
However, upon completion of a full forensic audit and investigation, it was determined that MOHELA is also acting as a runner, capper, and / or agent for a legal firm. Specifically, MOHELA is acting as a runner, capper and / or agent for XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX This was confirmed via notarized legal documents received from XXXX XXXX XXXX on or about XX/XX/XXXX.
This is illegal under Cal. Bus. & Prof. Code 6151 as well as CA Rule 7.3 Solicitation of Clients.
Please see attached 2015 evidence where MOHELA verbally stated to its international investors that they were intending to used bundled student loans as fiduciary assets via sweep accounts through the U.K.
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| 04/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted my 1st PSLF in XX/XX/XXXXXXXX to XXXX. I was asked for a w2 for verification which I submitted the same day in XX/XX/XXXX. The loan was transferred to MOHELA in XX/XX/XXXX. I was told it will be processed and was rejected twice. I submitted by last w2 again ( year XXXX ). My form was submitted for a manual review. Now I am being told that the same form has to be reviewed again. It is local government ( XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. I have provided w2s twice to 2 different companies. My spouse, who holds the same position at the same exact employer had his payments applied with no issues. I completed his form for him and put the same exact information but he was credited without any problem. The only difference is the time period and that I now work for the federal government. I have been trying to get 9 years worth of PSLF credit added since the changes were announced in XX/XX/XXXX. I am over 120 payments and would love for my balance to finally be forgiven.
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| 09/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am trying to contact the servicer for my student loans MOHELA. I was recently transferred to this servicer. Each time that I try to call the servicer for my issue the phone tree gives a nearly 3 minute message about call volumes and then says transferring to an agent. The system then disconnects. I have called on multiple occasions.
I have attached a screen shot of my payment summary. I submitted a payment of {$2500.00} total. I wanted to pay off loan number 5. And I wanted the rest of the money to go to the interest/principle outstanding to loan # 1 so it can be paid off sooner ( {$1200.00} ). I don't want any of it to be applied to loan # 2 My employer is paying me XXXX month specifically for my loans so it is important to me that this money be applied correctly. It was not clear to me from the website how to do this. Additionally there is no transparency from MOHELA as to how they apply funds. Without being able to talk to anyone from MOHELA it isn't easy ( or timely ) to correct these issues.
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| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My loan was transferred from XXXX to MOHELA, and I was notified on XX/XX/. However, I was never notified that the transfer had been completed until XX/XX/. At that time, I was made aware that I had a payment due on XX/XX/. My previous loan servicer had deferred my payments until XXXX due to processing my Income-Driven Repayment Plan application, which was submitted on XXXX. MOHELA did not acknowledge this application, said that my loan types were listed incorrectly, and that I would need to go through an application to correct the loan types and make me eligible to re-apply for Income-Driven Repayment Plan ( which is still pending per the federal website ). While trying to go through this application on XX/XX/, the representative I was speaking with somehow ended the call, and I have tried getting through since to no avail. I am now in a spot where MOHELA is requesting a payment with only 1 day notice despite prior deferment, incorrect loan information, and the inability to get in contact with them.
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| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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During all of 2023, it has been a war with Mohela to get them to do their jobs. Before the payment pause was lifted, I spent hours on hold and enlisted XXXX XXXX 's office to intervene on my behalf. I have submitted employer forms manually and electronically and it has been more than 60 days and they are still not processing these forms.
They are also not updating the payment counts -- the last payment count on my account is from XX/XX/2023 -- even though XXXX is half over and XXXX and XXXX both qualify.
***If they charge the gov't by month, per open loan, they are currently conducting fraud. *** XX/XX/2023 was my final month of payment -- XXXX payments. I submitted an employer certification form on XX/XX/2023. Another form was submitted in XX/XX/2023. It is now XX/XX/2023 and my loans are showing a payment due on XX/XX/2023 even though my loans are in the newest Mohela incompetence payment pause.
I need my forms processed, my payment counts updated and to obtain my promised PSLF forgiveness.
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| 09/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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In or about the year XXXX, my federal student loans were being serviced by XXXX XXXX. On or about XXXX, my student loans were transferred to other servicers. However, to date, XXXX XXXX has never sent me a XXXX or other documentation acknowledging that my student loan debt obligation was canceled with them. It has also been over 3 years since my student loan debt has ever been attempted to be collected. I received a Copy B of the XXXX from MOHELA which is now the current servicer. However, MOHELA, has yet to reflect this cancelation of debt on the student loan account. MOHELA has also failed to apply the XXXX loan forgiveness provisions allowed under federal law as I was an educator for over two ( XXXX ) decades in urban school districts across the United States. MOHELA also continues to violate my federally protected rights by reporting alleged student loan obligations to XXXX, XXXX, and XXXX. This violates my federally protected rights under the Privacy Act of XXXX, FERPA, UDAAP, FDCPA, and FCRA.
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| 03/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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I have more than XXXX payments that qualify for the PSLF program. My servicer, MOHELA, processed this paperwork in XXXX, but they only applied the information to some of my loans. My account currently shows that I have over $ XXXX of loans with XXXX payments. This is incorrect. I have lost track of the number of times I've called. In my most recent call, in XX/XX/XXXX, I asked if MOHELA needed anything from me to update these payment counts. The representative said, " your account is good '' and " just give it time. '' They promised that the counts would be updated after the first of the year. We are now approaching the second quarter of XXXX, and there has been no update on my account and absolutely XXXX communication from MOHELA.
The problem is that MOHELA does not process paperwork accurately and does not communicate factual information. My loans should have been forgiven long ago, and I do not understand why MOHELA is being paid to process loan forgiveness when they are not doing their job.
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| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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FILES ATTACHED My loans are still accruing interest as of XX/XX/XXXX. Interest should be deferred and should not be accruing via the federal loan interest freeze effective through XX/XX/XXXX.
Through XX/XX/XXXX to present my loans have been accruing interest of around {$2.00} a day. I have spoken with Mohela multiple times on the phone, and have been assured this is an error and it will be taken care of. However, I NEVER receive a call or email back from Mohela. They simply wait for me to call again and tell me the exact same thing. Nothing is being done about this issue to my knowledge and my interest continues to grow. It is currently ( at the time of this complaint ) {$980.00}.
As you can see in the files attached, it is growing. You can also see my numerous calls to Mohela dating back to XX/XX/XXXX. Mohela has admitted to me that this is in fact a mistake. Every time I call I am assured it will be taken care of and not to worry. However, it is now late XXXX and nothing has been corrected.
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| 07/27/2018 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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I, XXXX XXXX qualified for a discharge for my loans, however I had made future payments to the company until 2019, and they never refunded me for payments that I already made. The company was still charging me interest everyday despite the fact that they were already paid for the interest and principal for that month. For example if I already paid for the month of XX/XX/XXXX and XX/XX/XXXX which is XXXX dollars a month, I would still owe interest on XX/XX/XXXX and XX/XX/XXXX. When I asked isnt the principal and interest included in the monthly payment they reply yes. I dont understand why I have been paying double interest and captalization. The company Mohela even entered my account under a forbearance and they already have a monthly payment. Im so concerned that they are taking advantage of the individuals that owe student loans please look into my account.By the rate that they are going I would never pay them off and I have since cancelled my discharge until they give me the right amount owed.
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| 01/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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Please note that I submitted a complaint earlier in XXXX ( submitted XX/XX/XXXX, # XXXX ), but it was closed. I received a letter saying that CFPB concluded that the complaint did not come from me, but it did. On this site it says the complaint was closed because I had already submitted previously, which is not the case.
Here is my original complaint : I submitted an Employment Certification form in XXXX of XXXX. Mohela 's website has marked the form as " processed, '' but the payment count has still not been updated. I submitted another Employment Certification form in XXXX of XXXX when I had, to my knowledge, reached the 120 payment count, but I have still received no updates. I have tried to call Mohela but can not reach a representative after over an hour on the line. I have also tried sending a message on their website. I understand the 90-day processing time for the form I sent in XXXX, but it seems to me that the form I submitted in XXXX should be reflected in the payment count by now.
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| 10/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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First, there is no way I can find to contact MOHELA right now -- they never answer the phone and I can't find any other way to contact them.
MOHELA says I owe over {$430000.00} on three separate loans. My FSA account says I only owe about {$240000.00}. The information does not agree. What is the true amount?
XXXX split my XXXX loan into TWO parts is what XXXX told me. Then XXXX told me MOHELA would have to fix it. I should be getting some form of XXXX or XXXX, due in part to spending most of the time since XXXX in some kind of forbearance or hardship deferment, but if the XXXX forgives only {$240000.00}, will MOHELA still bill me for " the rest? '' I would like the information to at least agree.
By the way, I " only '' borrowed around {$130000.00}, the rest of that balance is interest capitalized from spending years and years in forbearance. XXXX kept me in forbearance for at least ten years in a row from XXXX through XXXX. I'm in the XXXX program and have been public servant since XXXX.
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| 10/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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On XX/XX/2022 I was notified that my Public Service Loan Forgiveness ( PSLF ) application was missing information in Section 3 -- specifically my employment start date. I reviewed the complete application originally I submitted, validating Section 3 was completely filled out by my employer.
The notification requested my employer contact MOHELA within 60 days of receipt to provide the " missing information. '' I called the number provided to hopefully resolve the issue myself. I tried multiple times to reach a human being, but in the end, reached a recorded message stating " due to the unprecedented interest in load forgiveness, we are unable to take your call. '' The recording did not provided alternative was to resolve the issue and automated services did not meet my needs.
It seems to be a conflict of interest to have a student loan company in charge of discharging loans. MOHELA has been vocal about the potential revenue loss and I am rightfully concerned about the level of their integrity.
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| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
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Web |
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I have called and sent documents and filled out forms and spend HOURS on the phone either waiting to speak to someone or speaking to someone and still the issue has not been resolved. MOHELA is stating that I need to resume payments when I have made well over the XXXX payments required for forgiveness under the new XXXX criteria. When my loan was transferred to MOHELA from XXXX, all of my payments were not applied to my account and I have submitted documentation showing payments as far back as XXXX when the XXXX program started. At this point, I am being told I need to resume payments when in fact, I should be owed a refund. I have asked over and over again for a manual count to get credit for all payments through XXXX and when I speak to a representative, they all agree yet NOTHING has been done. I have uploaded documents and mailed documents and faxed documents and still, nothing has changed. I am in the process of seeking legal counsel which I will also ask MOHELA to pay the fees incurred.
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I was transferred to MOHELA and everything seemed fine until I tried to make my first payment. I submitted a payment of {$330.00} on XX/XX/2023, which was withdrawn/debited from my checking account on XX/XX/2023. The payment was due on XX/XX/2023, so upon seeing it wasn't posted to my account or credited on XX/XX/2023 I called MOHELA to figure out what happened. After a 3 hour and 7 minute call and 3 separate representatives, no one could tell me what happened with the payment. I was told to upload bank statements for my account demonstrating the amount was debited, and to wait 10 business days for a resolution. As of today XX/XX/2023 no resolution has occurred and my account is marked as delinquent for missing the first payment, despite being charged. I plan to call again tomorrow XX/XX/2023 to follow up on why this hasn't been resolved yet. I'd like assurance this won't happen again as my next payment is due, and their hold times are egregiously long. Thank you for your time and assistance!
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| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Since XX/XX/2022, I have been trying to have my loans transferred from XXXX to MOHELA, with no success. In XX/XX/2022, I applied for XXXX, requesting to consolidate two loans, but leaving the others unconsolidated as they were already direct loans. I did request that all loans be transferred to MOHELA. The loan consolidation was successful, but the other loans were not transferred to MOHELA. Since then, I have called both servicers multiple times, often waiting on hold for hours. Each time, both servicers say they are waiting for the other servicer, and that I should wait " 60-90 days ''. I have waited that amount of time, only to have nothing proceed. Whenever I have called back, each servicer says there was some nondescript error, and say they have " resubmitted it '', and that I should wait another 60-90 days. It has now been one year with no progress. In particular, MOHELA staff have been incredibly unhelpful, often with hours-long wait times to speak to someone who just tells me to wait.
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| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I have messaged them through my account with them and also I spoke with someone almost 2 months ago and they ( She ) told me that it could take up to 30 days to correct the issue. I had requested to get the lowest payment possible and they ended up putting all of my loans together mine and parent loans and then told me I had to pay almost XXXX dollars a month. I requested to have the parent loans removed and then that way I could get the lowest amount for my loans. She stated they will do that. Now when I look on the site, it is showing the parent loans separated from my consolidated loans, but my loans are still at a {$600.00} dollar payment. They also are not putting my PSLF time in correctly. I have worked for a non profit since XXXX. Now my loans are coming out of forbearance on XX/XX/XXXX and nothing has been fixed. I dont understand why this is so hard for them. I clearly can not afford a {$600.00} dollar payment on mine plus another {$100.00} on my kids when I make {$50000.00} a year.
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| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I was enrolled in an income driven repayment plan when student loan payments were suspended due to XXXX. Borrowers were told recertification was not necessary until payments were resumed. I did not receive notification to submit any recertification documentation but was transferred to a different repayment plan without my permission by MOHELA.
In XX/XX/XXXX I applied for the repaye/save plan but was denied due to lack of documentation even though I gave permission for them to access my income through IRS electronically XXXX? I resubmitted an application for Save in XX/XX/XXXX using self certification and was notified the application processing would be delayed for weeks and subsequently got my first bill for a absurd monthly payment of $ XXXX I will absolutely not be making that payment and notified MOHELA of that through email.
I expected that the process of resuming payments would be complex but transferring people to new payment plans without cause is a huge, unnecessary complication.
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| 10/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have had my student loans in repayment for sometime. I realized that Mohela the servicing company was not correct in the way the handled interest capitalization. They capitalized my loan way past the legal 10 % of interest level. Not only that there is no clear understanding of the information on the Customers internet Screen at the website. There is a rule that would allow me to re dive forgiveness based on the number of deferment years listed and the timeframe that I have been in repayment.
There is a rulle that says after consolidation of all y loans, the loan in the oldest repayment period would qualify me for forgiveness of all loan debt. On the student aid website the simulator confirmed that I can apply for the 20 year IBR plan. I did and is expecting forgiveness. But the information on Mohela Loan Servicing company Website is not agreeing with the
department of education student aid records. I would like to have Mohela correct its records based on department of education records.
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| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I submitted employer verification to XXXX on XX/XX/22 under the temporary PSLF program. The verification I sent only gives me credit for months under this special limited program which expires XX/XX/22.
XXXX transferred my loan and this verification to Mohela on about the same date.
Mohela ( nor XXXX ) has credited my employer verification. I sent a support email on XX/XX/22 to Mohela about this verification and have received no response.
I have called and their auto line hung up on me after an hour hold time.
I am concerned that if there is any type of error on the form or any of the months do not apply then I will lose the opportunity to try to chisel together other proof that this time should qualify. The time I submitted would put me over 120 payments and therefore qualify for loan forgiveness. However, if any of this time does not qualify I will not be eligible for forgiveness. Therefore, this is an urgent matter of great concern to me. Their customer support is non-responsive.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My XXXX payment of {$490.00} was debited from my checking account and the full amount of {$490.00} was applied to accrued interest.
However, the XXXX statement that Mohela provided only shows accrued interest of {$110.00} on loan XXXX and accrued interest of {$130.00} on loan XXXX for a total of accrued interest of {$240.00}. Yet {$490.00} was applied to accrued interest.
This is an error since the difference of {$240.00} should have been applied to my principal.
I have called Mohela several times a day for several days and they keep putting me on hold for several hours and no on is able to correct the problem or tell me why payments ar e being incorrectly applied.
The billing statements are incorrect since what they are indicating is the accrued interest, it is not. This is very dishonest and unfair to the borrowers that there is no transparency as to how Mohela is applying payments and the customer service representatives do not have the answers.
I look forward to a resolution.
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| 10/12/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am eligible for a student loan refund from Mohela as part of the Biden administration student loan forgiveness program. I called on XX/XX/2022 and was told my refund request was approved and I would receive a refund within 30 days.
When I still had not received a refund by XX/XX/XXXX, I tried calling Mohela 6 times throughout the day and their customer service number had a busy signal ( others were having this issue as well ).
I messaged Mohela through their portal on XX/XX/2022 asking for a follow-up on when would receive my refund and they never replied.
I tried calling Mohela 's customer service phone number and their automated messaging system told me that I am not eligible to speak with a live representative.
I sent another message to Mohela through their portal today, XXXX XXXX, 2022.
Please let me know if you need any further information from me. It has now been 45 days without payment when I was promised 30 days, and Mohela refuses to return my messages or answer calls.
|
| 06/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Servicemember |
|
My Direct Loans were transferred to MOHELA in order for them to facilitate my Public Student Loan Forgiveness. I have well over 120 eligible payments, and was told that all my loans would be forgiven. MOHELA proceeded to remove a portion of my loans, but not all of them. The only reason I have been given for not having all my loans forgiven is that I am responsible for the loan co-borrower 's amount. However, the co-borrower 's loans were previously all discharged due to Permanent and Total XXXX, and Federal Student Aid confirmed the only loans remaining are mine and that the remainder of all these loans should be forgiven. I have repeatedly asked MOHELA to investigate and correct this problem but they have not. And just today ( XXXX XX/XX/2023 ) I received another reply from MOHELA stating that my loans were discharged ( even though they have not all been ) but I am responsible for the co-borrower 's loans ( which were already discharged and should not be in the account at all anymore ).
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| 01/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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While enrolled in the Public Service Loan Forgiveness program, I have made 180 payments on my direct student loans. For these 180 payments made while a Government employee, I submitted certification ( s ) from each qualifying government agency to the Mohela loan servicer. These certifications were uploaded directly to the Mohela website in XXXX. The Mohela website confirms that 180 qualifying payments have been made. This is 60 more qualifying payments than is required to obtain XXXX was told XXXX forgiveness of my {$41000.00} balance. I have contacted Mohela on two occasions to request my loan forgiveness status and also to inquire about my eligibility for a refund of my overpayments past the 120 payment threshold. I was told that, since I had made over 120 eligible qualifying payments, my student loan balance was going to be discharged and a refund of overpayments would be sent. This has still not occurred, even though it has been over 3 months since my last certification was submitted.
|
| 12/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
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Web |
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On XX/XX/2022, I requested a refund for payments made on behalf of my federal student loans by MOHELA. As per the XXXX program, any payments made during the XXXX relief pause are eligible to be refunded. When I called, they said the refund would take 7 days. After about 2 weeks, I called again. Was told 30 days. After that, I have called numerous times, asking for an accurate timeline and physical proof via email or mail that my request has actually been received- which they have been unable to provide. It is now XX/XX/2022 and I still have not received my refund, a change in balance, or documentation proving I made this request. Every time I call I receive different information that is simply incorrect. All I want is the money I am entitled to. It has been 15 weeks as of today, and I still have not received my money. I can not provide documentation because all communications have been via phone and they have failed to provide any physical documentation providing information on my behalf.
|
| 05/18/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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Mohela DE posted two negative accounts on my credit report for a student loan that I don't know anything about. The first time when their representative called me to pay Mohela for student Loan, she asked me for my birth date. I said I don't have any account with Mohela I never signed any application form for student loan with Mohela. Please, send me the application form that I signed for Student Loan with Mohela.
The second time, I spoke with XXXX from Mohela. XXXX asked to send my signature to Mohela. I sent the color copy of the first page of my valid passport with my signature, the color copy of my social security Card with my signature and the copy of my driver license with my signature.
After receiving those copies, Mohela told me they need a more recent copy. I said I do not have recent copy.
Despite my effort, Mohela is keeping two negative accounts on my credit report. I think It is predatory to mess up the credit report of a customer without verification Thank you, XXXX XXXX
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| 09/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
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Web |
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I suffered an XXXX data breach. My information has been used fraudulently. I have reviewed my consumer report and have noticed various accounts opened using my private information. All allege contracts are completely fraudulent and an attempt to enforce a fraudulent contract is unlawful due to the contract being created through illegal activity and power of attorney fraud. Please expedite the securing of the allege information listed on my consumer report to avoid me being a victim of identity theft. The FDCPA is intended to secure my right to privacy and my privacy has been breached. Please block and remove all information resulting from identity theft pursuant to FCRA 605b and Title 15 USC 1681 c-2 which states that these accounts must be removed within 4 business days. Title 15 USC 1681 604 ( a ) ( 2 ) also states a consumer reporting agency CAN NOT furnish an account without my written consent. YOU DO NOT HAVE MY CONSENT. Title 15 USC 1681 602 ( a ) states I have a right to privacy.
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| 08/16/2021 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Confusing or misleading advertising
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Web |
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Hi my name is XXXX XXXX I was attending XXXX XXXX XXXX I found out about this school because coming out of the county building once day they lied to me told me to sign this and to say this I never known how hard it will make things later on for me I told them I did not want a loan because I would be able to take on the responsibility I was homeless at the time I had no one to guide me to be honest I didn't even know what I was doing I don't even remember signing paper work I've have been trying to dispute this for year I'm now in debt XXXX dollar for money I never send not even complete the program when I call the school they always say they will call me back but never do I just don't know what to do anymore all they tell me is that I can come back and go to school their but they lied to me they told me I didn't have to pay anything back as long as I made good grades which I made straight As and I didn't sign anything I know of and the information that is listed on my paperwork is false
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| 10/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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This summer, I was forced to move my XXXX loans from XXXX XXXX ( I never had a problem with them, ever ) to Mohela. I have yet to be able to talk with a customer service person although I have been calling at least once per week since XXXX. I have created an online account, but other than telling me my balance and showing the paperwork ( XXXX employment verification forms ) is being processed, it doesn't tell you any more than that. With the XXXX XXXX deadline approaching, I want to make sure that all of my payments will count. I have made XXXX payments ( the latest count from XXXX XXXX ) and by the time XX/XX/2023 rolls around, I should only have XXXX payments left.
I have sat on hold for hours only to have an automated recording telling me " There is an error in completing your request '' when trying to be transferred to the Mohela XXXX department. I even tried just getting to customer service with the same result. I also need to know what my new payment will be beginning in XXXX.
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| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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MOHELA has mischaracterized my XXXX consolidated Direct loan as XXXX separate loans : XXXX XXXX Consolidation Unsubsidized XX/XX/XXXX {$1400.00} ' and XXXX DL Consolidation Subsidized XX/XX/XXXX {$14000.00} ' This is entirely incorrect. They were consolidated into XXXX loan ( it was a 'consolidation ' of XXXX loans! ) XXXX XXXX XXXX ( subsidized ) loan. I have *never* had an unsubsidized loan of any sort : I had XXXX XXXX and XXXX XXXX, so there is no way that after MOHELA 's XXXX I should now have XXXX separate loans, XXXX unsubsidized. This mischaracterization only appeared in the last couple months and was not at all present when I consolidated the loans in XXXX or the intervening months. I have contacted MOHELA numerous times about this matter, including in writing, and they refuse to address their egregious error or respond specifically to me about it.
I am attaching the screenshot of how the loans appear and a copy of my ( successful ) application for consolidation from XXXX.
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| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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The complaint is against Mohela, the federal student loan servicer.
I have made 120 qualifying payments to qualify for public service loan forgiveness. 115 of these payments have been previously certified. I submitted my paperwork for forgiveness on XX/XX/2023. They estimate a 90-180 business days for processing time, which is about 7-8 months. They freely admit it takes only a couple days for the agents to process the paperwork, but they dont have enough agents to process the paperwork. The wait time to have my paperwork assigned to an agent is 90 business days, and then it could take them another 60-90 business days to get approval from the department of education. These delays are unacceptable for straightforward paperwork processing. Whats more, due to student loan forgiveness requirements, I have to be at my qualifying employer at the time the loans are discharged, which means that I am not free to change jobs at any point during this long wait time, lest I risk not qualifying.
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| 10/14/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My loan has gone to MOHELA, the company is trying to say I don't qualify for a burrowers debt relief. When the trade school I went to closed due to fraud. I have a newspaper article naming the school I attended and information proving the school was under investigation and that several schools, owned by the same company went bankrupt and was sued. MOHELA is claiming that there records show that I went to XXXX, which is an XXXX program that started in 1986. The records for my school are incorrect and now MOHELA is no longer offering assistance in fixing this issue. The name of the Trade school I went to was called XXXX XXXX XXXX. It Closed in Dec.of 1986, MOHELA Is aware of this incorrect information and was giving me the original school name until I refused to accept a loan forgiveness that requires me to pay {$900.00}.
Untill this school confusion is resolved I will not be able to apply for the proper forgiveness. And shouldn't my loan company be trying to help me? Not, themselves?!
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| 07/22/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am writing because of difficulties accessing the Public Service Loan Forgiveness program. I am currently a post-doc at XXXX and have been since XXXX. In XXXX, I sent in a PSLF verification form but received no response. In addition, my loans were not transferred from XXXX XXXX to XXXX as required. This year, in early XXXX, I again sent in my PSLF verification, both by fax and by letter. I have again received no response. The PSLF form is correctly filled out : it was filled out by XXXX, whose HR department knows the requirements and explicitly confirmed in email she properly signed the document.
I worry the continuing non-response will jeopardize my ability to participate in the program. Without being part of XXXX or MOHELA, I can not track the status of my PSLF applications or receive feedback concerning whether they have been accepted. I have other, older PSLF forms ready from earlier in my career but I do not want to fax and mail more documents that get me no closer to my goal.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
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In XXXX on XXXX I made a request for the payments made during XXXX to be refunded. I made payments the entire time during XXXX up to XX/XX/XXXX. I received one payment of {$300.00} in XXXX of XXXX. When I received no further payment I contact Mohela through their website by email in XXXX of XXXX. I was told it would process in the next 90 days. By XXXX of XXXX I had heard no response nor a refund of the payments I made. I again sent an email requesting information as to what was happening and received no response. I have placed a call this morning ( XX/XX/XXXX ) and spoke with XXXX. She said the request had been processed and closed but no payment was sent. She has started a new request and I will have to wait another 90 days for a response. I asked if there was anything else I could do about the situation and she said to just to wait the 90 days. I should not be forced to wait more than a year for a refund of payments or have to make multiple requests to get what is rightfully mine.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I received a letter from Mohela on XX/XX/2023 stating that my student loans were forgiven and that changes would be made to my account within 90 business days. That would have been on or around XXXX XXXX. That date has long come and past with no resolution. I have called Mohela at least a half a dozen times and get varying and unhelpful answers. They tell me that they are waiting on the Dept. of Education and there is nothing they can do, but when I call the Dept. of Ed., they tell me I have to call Mohela and have to work with my loan servicer. It is a completely frustrating circle of dysfunction.
Meanwhile, student loan payments have restarted, and I am now incurring interest on loans that were supposed to be forgiven. I also originally received a bill that included the forgiven loans. I called Mohela about that and they placed those loans on an " administrative forbearance. '' I think received a letter from Mohela stating that such a forbearance can negatively impact my account.
|
| 05/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I have been fighting XXXX and Mohela since early XXXX. I submitted proof that I was eligible for loan forgiveness due to false certification. I do not have a XXXX XXXX XXXX XXXX thus I never legally qualified for classes at University of XXXX. I submitted my proof 3 times over the last 3 years, each time waiting 90 days before reaching out to learn the status of my results. Each time i was told to re submit my paperwork as it must have gotten lost. On XXXX XXXX XXXX I received a letter from Student Aid ( See attached ) stating that they would Remove the loan from my credit and refund any loan payments. A month later I called to check status, they were quite rude and told me to call Mohela. So I did. On XX/XX/XXXX I received a letter from Mohela stating that they are processing my request. I feel they are not taking my needs seriously. It couldn't be that difficult to log in and remove the account from my credit profile. Since my battle began in early XXXX i feel this is long overdue.
|
| 12/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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Hello, I submitted a principal only payment to go into effect XX/XX/XXXX. That applied and I received a notice of forbearance XX/XX/XXXX showing my updated loan balances.
On XX/XX/XXXX, I received a new statement with different principal amounts. Part of my payment was redistributed across all of my loans leading to my highest interest loans having more principal and leading to larger interest accrual.
I called on XX/XX/XXXX to inquire what happened and they did not know. After XXXX hours, the customer service person insisted the statement I received from MOHELA ( XXXX XXXX ) was incorrect. I insisted that the payment I made was reflected in the XXXX statement was intended to be correct. They did transfer to a representative to modify my payment amounts.
They have no explanation as to why the payment was retroactively changed after sending me and updated balance post-payment and have not been able to verify my original payment- they dont seem to have a record of it accessible.
|
| 09/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
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XX/XX/2023 : My PSLF application was marked as received by MOHELA XX/XX/2023 : I received a letter from MOHELA indicating that my application had been processed and my PSLF Qualifying Payments count was now XXXX XX/XX/2023 : I contacted both MOHELA and the Department of Education to ask for an application status update and ask if there was anything I could do to move things forward. Both responded and indicated that the other organization was the one that needs to take action next ( see attachments ) XX/XX/2023 : I filed a complaint with the Department of Education through the FederalStudentAid website ( case # XXXX ) due to the length of time it had been since submitting my application.
XX/XX/2023 : I received an interim response to the complaint from Federal Student Aid stating that they were researching my concerns and would " follow up with more information within the next XXXX calendar days. '' I haven't received additional communication from them since ( as of XX/XX/2023 ).
|
| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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When the COVID payment pause ended in XXXX, I noticed that my student loan payment had jumped, and that I was no longer on the XXXX plan ( REPAYE ) that I was on when the pause started. As confirmed by the government, borrowers did not have to recertify during the pandemic and should be simply restarted when the pause ended.
I called Mohela and they lied to me at first and told me that I was supposed to recertify. After asking to speak to a manager, they told me that they would submit an application to get me back on the XXXX plan I was on prior to the pause, which is what is supposed to happen.
Now, on XX/XX/XXXX, I received an email from Mohela telling me that my request for an XXXX plan could not be approved because I did not recertify. The rule is that I am not required to recertify and that I should be placed back on the XXXX plan I was on prior to the pause, and then given a new date for certification.
I was given this XXXX ( which is like a case number ) : Qkey : XXXX
|
| 10/25/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
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On XX/XX/2023, I received notification from my federal loan servicer that my federal student loans had been forgiven as part of the Biden-Harris Administration debt relief. The notice indicated the loan servicer had notified, or would notify by the end of the month, all national credit bureaus of my student loan forgiveness. However, they have failed to honor that requirement as part of the forgiveness. On XX/XX/2023, I filed a dispute through XXXX. On XX/XX/2023, I received an update in regard to my dispute but it did not result in a change to my loan balance and payment amount. Instead, the loan servicer continues to report an incorrect loan balance and payment amount. Currently, loans that were not part of the debt relief have gone into repayment but my loan balance with the credit bureaus is incorrect. On XX/XX/2023, I reached out to my loan service through a web form which indicated inquiries would be answered within three business days. However, they have failed to respond.
|
| 08/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
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I consolidated my loans in XXXX of 2022 through XXXX to be transferred to MOHELA. Some of the loans were not able to be consolidated because of the in school status. I was directed by XXXX to fill out a request to add loans to consolidation after taking those loans out of in school status. I filed that form and my loans were marked as paid in full via consolidation in XXXX of 2022. Those additional loans are still not added to my MOHELA account. I have reached out to MOHELA several times and they tell me different thingsthat my current balance is accurate ( even though its missing the added loans ) or that I need to contact XXXX. When I contact XXXX they tell me theyve sent the consolidation information to MOHELA and to contact them. I filed a complaint with XXXX and they told me the loans are still with XXXX according to the loan tracking, but closed the case. I am missing more than half of my loans on my balance and no one can tell me if or when it will be added to my account.
|
| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loans were forgiven in XXXX XXXX, with an effective date of XX/XX/XXXX. Mohela missed the fact that I was due a sizable refund. I had to call them and walk them through my loan payments to show them that I had made all of my payments since the XX/XX/XXXX effective date directly to Mohela. They finally agreed that yes, they could see all of my payments made after the XX/XX/XXXX effective data of which I am due a refund. Even though I made the payments electronically, Mohela stated I would be receiving a paper check for the refunds. I don't understand why the refund can't be electronic like the payments made were, but that's fine. I'm not arguing that point. My problem is that it has been about a month since Mohela called me and confirmed I was right and that they owe me a sizable refund. They even gave me a case number ( XXXX ). And yet, I have not received the refund, nor have I heard anything else from Mohela. This feels like insanity. How can a company operate in this way?
|
| 11/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
Account name : XXXX XXXX # XXXX, Account name : XXXX XXXX # XXXX, has violated my rights.
15 U.S.C 1681 section 602 A. States I have the right to privacy.
15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.
15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
|
| 10/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My student loans were transferred to Mohela recently. I have been trying to reach this company by phone ( only means of communication ) for over one week now. You can not email or chat with a representative. Each time I call, I am put in a wait cue for several hours. It doesn't matter what time I call. So effectively, there is no way to reach a live person or have communication about your student loans.
I am trying to reach them because my reported loan information is inaccurate including my original loan amount and then number of payments made to date. Further more, it appears that I have gone from a interest of 1.97 % to over 4 % on the balance of the loan. My balance of my loan was suppose to carry a fixed 1.97 %.
Additionally I am seeking and awaiting more information on the Biden One Time Student Loan XXXX XXXX debt relief. Per their site, applicants should receive " notification '' this month. I meet criteria for this debt relief and do not want to miss the deadline.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My account was placed under administrative forbearance on XX/XX/2023, i called on XX/XX/2023 to request information about what why this occurred, I was on hold for XXXX hours. I was told that if I made the scheduled payment that it would not effect my PSLF progress. I also asked to speak to an account manager. They told me that the forbearance was a mistake on the account and would be removed after several days. It has not yet been removed. I made the payment on the originally scheduled due date for the originally billed amount. The payment has gone through, but not the month of XXXX is being flagged as ineligible for PSLF because the account was in forbearance.
To summarize.
1 ) i requested forbearance to be removed, it has not and the account is still in forbearance 2 ) i made the scheduled month payment on time as was calculated under the SAVE program 3 ) I was told that this would count towards PSLF, but my account shows that the payment is being marked as ineligible.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
According to studentaid.gov, the application I submitted recertifying my income for the XXXX repayment plan on XX/XX/XXXX, is in review. Yes, you read that correctly. A request from XX/XX/XXXX, is purportedly in review. Documentation is attached. This request was submitted to my former loan servicer, XXXX XXXX, XXXX to studentaid.gov. I frankly do not see how this can be. XXXX processed this XX/XX/XXXX, request on or about XX/XX/XXXX. Documentation is attached. XXXX ceased being my loan servicer as of XX/XX/XXXX. My loans were transferred to MOHELA at that time. I called XXXX XXXX XXXX to inquire why my request from XXXX is supposedly in review. A representative informed me that only MOHELA can close the case. Yet, MOHELA told me that it can not access the request. I have since switched to the XXXX repayment plan. Documentation is attached. My XX/XX/XXXX, recertification does not need to be in review. Rather, this matter needs to be closed as it has long since been resolved.
|
| 10/15/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
On XX/XX/XXXX, I received a letter from MOHELA stating that the Biden Administration paid off my stiudent loan in full. I decided to check my credit report 30 days later on XX/XX/XXXX with XXXX. The balance of {$36000.00} had not changed. I filed a dispute on XX/XX/XXXX, but when investigated, nothing changed. I then tried to see if my XXXX or XXXX account balances had changed- they did not. I filed a dispute with XXXX on XX/XX/XXXX, the report came back with the baance not changed. I filed another dispute on XX/XX/XXXX, but still nothing had changed. Keep in mind, I attached the PAID IN FULL letter from MOHELA each time. On XX/XX/XXXX, I filed a dispute with XXXX, but the results of the investigation were the same - no change in the balance. I am at the END of my rope. What can a consumer do when credit bureaus refuse to update? I have also contacted MOHELA by phone on XX/XX/XXXX, XXXX and XX/XX/XXXX -- and they claim they are sending the updated information to the bureaus.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA is my student loan servicer. They received an autopayment for my first student loan payment after the " pause '' on XX/XX/2023 directly from my bank account. Today, XX/XX/2023, I was notified by MOHELA that my loan was placed on XXXX XXXX. I did not request this nor did I miss a payment. I tried to call them and I was alerted of an XXXX minute hold time on their automatic phone line. I stayed on hold for XXXX minute and then I was hung up on. I tried to contact them through the studentaid.gov phone number and I was on hold for over XXXX minutes and then my phone 's battery died. There is no email or direct messaging available for MOHELA. I sent a secure email through their website and I was notified that they will get back to me in 15 days. Meanwhile, my loan will accrue interest for those 15 days! I refuse to pay this amount since I can completely afford and pay my monthly loan amounts. I am also in XXXX, and I believe time in forbearance does not count towards XXXX.
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have student loans through mohela and in the XXXX program. I was all prepared for payments to start this month, but received a letter stating that I am getting put on administrative forbearance, which was never requested by me and did not receive any information as to why or what this means. I attempted to call them, but was faced with over XXXX hour long waiting times despite trying to call multiple times and never received a call back with the callback prompt. They provided no information on what this forbearance means in regard to public student loan forgiveness payments as historically they did not count but given recent changes in policy it is unclear if this has been changed or not. No information was provided in the correspondence from mohela or on the website. This is very unacceptable to be facing forced forbearance without my consent without any information or details and being unable to call anyone to reserve this which is what is instructed to do in the letter
|
| 02/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My student loan has been sold from XXXX to Mohela an I have never received a message from Mohela regarding them having my student loans. The Student loan balance reporting on my consumer report is higher with Mohela than it was with XXXX. i am struggling and due to this high student loan on my consumer report it causes me so much pain an stress. I try apply for a home loans and I did not qualify because of the debt to ratio to high causing by the Mohela/XXXX XXXX XXXX XXXX XXXX reporting on my consumer report. At this point I can not effort to make any payment nor qualify for a place to stay since lender has to check the consumer report. Even though the account is still showing good standing on my consumer report, it still effecting my and my family very bad and due to this recession things are getting harder for me and my family. I would like for these student loans to be update to zero balance on my consumer report so I can get qualify for a place to stay with my family.
|
| 06/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
Since my last complaint against Mohela, I submitted my final ECF in XXXX for all of my five loans in total. My tracker got updated to 123 payments for two loans and 120 payments for the remaining three loans. The two loans got forgiven a month and half later. However, Mohela and the federal government failed to forgive the remaining three loans even though the loans are eligible for forgiveness. The three loans are still on my record. They were supposed to have been forgiven by now. I have submitted numerous complaints with the federal student aid 's website ( studentaid.gov ) - however, I have NOT had any response whatsoever. I'm including screenshots : the beginning date and case # of my complaint, as well as a screenshot of the latest dates with no response. Mohela has not communicated with me on the progress either. I'm entirely unable to reach both places ' customer service. This has been incredibly frustrating. Too long of a wait with zero responses or communication.
|
| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted an employment certification form on XX/XX/XXXX to certify my employment for the Public Service Loan Forgiveness Program. I received notice today, XXXX XXXX XXXX that my form was a duplicate. However, my form is not a duplicate, I have only submitted one form ( XX/XX/XXXX ). I spoke with a customer service representative who confirmed that only employment certification form is on file ; she said they would process my form within 3 business days. However, the form status online provides conflicting information as it says to allow up to 90 business days for processing. This unfair as it is not my error that caused this issue ; I shouldnt have to start over again waiting up to another 90 business days for this company to correct their error. The timely and accurate processing of this employment certification form is extremely important to me as once it is processed I will have over 120 qualifying payments for the PSLF program and be a step closer to being forgiven.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
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|
I went online to apply for the XXXX payment plan. I received information back that was bringing my payment higher than my original amount before the president 's forbearance on student loans. My original payment was {$420.00} I contacted Mohela by phone to apply for the XXXX plan. I was given an amount of {$110.00} monthly under the XXXX payment plan. I received correspondence in the mail from Mohela stating my payment under the IDR plan will be {$420.00}. I contacted Mohela again by phone and stated that I applied for the XXXX payment plan and not the IDR payment plan. I gave my financial information and my payment was calculated to be {$110.00}. I received correspondence again from Mohela in the mail, stating my payment would be {$410.00} I contacted Mohela again and was told by an associate in training, that I don't qualify for the XXXX payment plan and that I have to stay on the IDR payment plan, if I want to continue with the Public Service Loan Forgiveness ( PSLF ).
|
| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
( XXXX ) Submitted consolidation paperwork XX/XX/XXXX, borrower doc information above. XX/XX/XXXX spoke to XXXX because accounts were removed from the Mohlea account prior to consolidation being complete. Tried to speak with supervisor-transferred and sat on hold for an hour. Checked my account consolidation paperwork removed with out my permission. Spoke to XXXX or XXXX he tried to get a supervisor and call dropped.HE NVER CALLED ME BACK EVEN THOUGH I GAVE HIM PERMISSION TO CALL ME BACK. I've been waiting since XX/XX/XXXX for my consolidation to take place for Mohlea to delete my paperwork after I waited 90 days for it to be processed and there were two accounts removed without my consolidation being completed. Whenever I call, I'm kept on hold excessively without being able to speak with a supervisor or processor. The tag line in parentheses is proof the information was not only submitted BUT IT WAS SUBMITTED prior to XX/XX/XXXX which was the last day for consolidation.
|
| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
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My employer directed several XXXX dollars towards my XXXX loans held by MOHELA as a retention incentive. My employer intended this sum to be disbursed evenly across my upcoming monthly payments as pay ahead, but MOHELA erroneously applied the amount in bulk to the principle. I have called MOHELA approximately 8 times since XX/XX/2023 attempting to get this problem resolved. Each time, I spend between XXXX and XXXX hours on hold and when I eventually reach customer service, I am assured the issue will be resolved within 3 to 5 business days. It has been 2 months and the problem is not resolved. In the meantime, MOHELA continues to attempt to charge me monthly payments I do not owe, and will report my delinquency to credit agencies within 90 days. I have no further recourse on resolving this issue, as I have been making good faith attempts with customer service for 2 months now, and I can not afford to make payments I do not owe or have my credit score impacted negatively.
|
| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
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Web |
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My student loans were transferred to Mohela last year. I have been working in public service since XXXX and have made qualifying payments for years. Prior to Mohela, my loans were held by XXXX then XXXX. I was enrolled in XXXX and XXXX, working full time, and making qualifying payments. Furthermore, I was told that the COVID relief program meant that each month of relief would also count as a qualifying payment. My qualifying payments should be XXXX, but on XX/XX/XXXX -- 6 months after I submitted my paperwork -- I was notified that I have only 13 qualifying payments. I have tried to contact MOHELA customer service and was on hold repeatedly, then told that I need to call back another day. I asked why someone couldn't call me back and I was told that they had too many calls, which makes no sense. They are a financial company and surely are able to take a message and call a customer back. I feel mistreated and defrauded. Any help you can provide would be great. Thank you.
|
| 07/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Hi, Before the COVID forbearance, I was making my student loan payment under the XXXX ( Revised pay as you earn ) plan, with a total monthly payment of {$280.00} ( two loans ). Please see my attached payment tracker.
As you know, the payment pause is coming to an end. However, my monthly payment has increased drastically to {$3400.00}, out of no reason. I have also attached the screenshot of my new payment amount for your reference. I did not do an income recertification and did not change plan during the COVID forbearance. Under the published Federal Student Aid policy, the payment amount will return to what it was before once the payment pause ends.
Resource link : https : XXXX # payment-amount I have also attached a screenshot of such policy.
I have contacted MOHELA numerous times and each time, the representatives acknowledged their mistake and said they would submit a request to get it fixed. However, every request had been denied by some unexplained reasons.
|
| 03/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I submitted a XXXX employment certification form on XX/XX/2022 to Mohela. Recently, the status of the document changed from processing to " duplicate form '', yet my eligible XXXX count was not updated to reflect the months that would have been covered through the form. I received no notice from Mohela about why that was so I had to contact them only to be told that the application was actually denied and not a " duplicate '' because the signature used was electronic and not hand written. I work XXXX and so does my employer, so obtaining a hand written signature is both logistically complicated and tedious. My previous loan servicer had no such requirement nor does Mohela communicate this requirement outright to borrowers when filling out the form. This seems to be purposefully complicating the process and Mohela should be practicing the same standards as other loan services, otherwise, they are purposefully making it so borrowers are less able to obtain forgiveness.
|
| 10/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Hello, The MOHELA Payment Calculator has been down for over XXXX weeks now causing me to be unable to pay off any of my loans. I want to pay off the entirety of XXXX of my student loans, however, I am completely unable to due to MOHELA 's " under maintenance '' Payment Calculator being required to be used to do a loan payoff.
I have tried to contact customer service on Monday, XX/XX/23 and Wednesday, XX/XX/23, however, wait times are extreme ( over XXXX hours ) and I have never received a callback despite asking the automated service to have a customer service agent call back.
I have looked elsewhere online ( XXXX, XXXX, etc ) and many other borrowers have the same issue. I have interest accruing on a loan I want to payoff because MOHELA 's systems are down, which is frustrating, doubly so that MOHELA has provided no timeline as to when this will be fixed and I am unable to get in touch with customer service.
Thank you for your assistance is resolving this issue.
|
| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am eligible for PSLF as a XXXX Direct Loans/ACS consolidated my loans when I graduated in XX/XX/XXXX from XXXX XXXXXXXX XXXX . I began repaying my loans after the grace period in a standard repayment in XXXX of XXXX. I continued paying every single month until I began my XXXX XXXX in XXXX of XXXX. However, the data in my Federal Student Aid file shows that I graduated and consolidated in XXXX of XXXX and then has me listed as In School from XXXX of XXXX through XXXX of XXXX, the entire time XXXX held my loans. I have documentation showing that I was paying on a standard repayment plan during that time but I do not have proof of every single payment, as my bank doesn't issue information that old. As a result, I am currently missing XXXX payments that count toward my PSLF ( beginning XXXX of XXXX- XX/XX/XXXX ). These payments are vital to my ability to discharge my loan through the PSLF program.
I can not ask for information from the company as they no longer exist.
|
| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted a complaint about the way my public service loan forgiveness qualifying payments were being calculated. MOHELA claims I am 8 qualifying payments short. In their attached response they stated that my last date of certified employment is XX/XX/XXXX. This is incorrect as I submitted certification forms through XXXX of XXXX. I submitted these forms repeatedly. That means there are approximately 20 payments MOHELA is not counting towards my PSLF forgiveness when I am, according to MOHELA, 8 payments short.
Additionally they states I was in an in school deferment from XX/XX/XXXX through XX/XX/XXXX. This is incorrect as I applied for and received forbearance during that time. I would like the documentation showing that it was in school deferment and not forbearance. If their records indicate that then the servicer at the time mis-recorded that. As forbearance of over 13 consecutive months these should also be qualifying payments per their own response letter.
|
| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
When the REPAYE plan was switched to the SAVE plan, my payment went up not down, which made no sense. Additionally, it is significantly higher than ( 1 ) I was told it would be via the estimator, ( 2 ) I was counseled it would be by Mohela reps, ( 3 ) it should be based on the outlined calculation process, ( 4 ) similarly situated peers with similar income and debt.
In addition to not being able to articulate the reasoning for the payment amount continually adjusted to the higher rate, I also received a statement demanding payment for an even greater amount beyond what it states in my account is my monthly payment. Again, Mohela was unable to explain to me why the amount was upped.
I have spoken to no less than five representatives over the last three weeks. I have asked for calls back and they were never returned. I have spent over 7 hours on hold. I can not get a hold of anyone and when I do no one will provide me answers or documentation for the discrepancies.
|
| 09/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
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Submitted form on studentaid.gov XX/XX/XXXX. Called to check on any information needed from me and status of SAVE plan form processing XXXX. Called XX/XX/XXXX to check in after XXXX business days ( how long they said it would take to process when checking previously ) to see status of processing and was told there was no timeline for processing.
Asked about the interest above my payment amount being waived if they take longer than the first month of payments since I am switching to the SAVE plan, and I was told that could not occur until I was already on the SAVE plan for that payment period. So, I will have XXXX XXXX of interest instead of ~ {$40.00} ( estimated SAVE payment ) until they process my form. I shouldnt have a XXXX XXXX penalty for each month it takes them to process my form.
In the meantime, rather than switching me to the SAVE plan, they have moved me from the PAYE plan ( under $ 100 monthly payment ) to a level payment plan of {$810.00} per month.
|
| 09/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have submitted an application for XXXX through XXXX. I have loans serviced by MOHELA ( XXXX loans ) and Aidvantage ( XXXX loan ).
MOHELA sent me a letter dated XX/XX/2023 saying I am now in an income-driven repayment ( XXXX ) plan for XXXX of my loans. They say the monthly payment is {$78.00}. That monthly payment relates to a loan I have with XXXX, not with MOHELA. Neither of my monthly MOHELA payments is {$78.00}, nor do they add up to {$78.00}.
XXXX ) Why is XXXX sending me letters regarding loans they do not service? How did they get that information?
XXXX ) Are either or both of my MOHELA loans in an income-driven repayment ( XXXX ) plan?
XXXX ) Why is MOHELA not communicating with me about the loans I have with them?
The end of the student loan repayment freeze has been a financial and emotional hardship. MOHELA, XXXX, XXXX, and CFPB have refused/ been unable to communicate clearly or effectively. They are mixing up accounts. Cancel my debt please.
|
| 12/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Although I am on the SAVE Plan with a {$0.00} payment, I am still being incorrectly charged interest on my student loan. I have called numerous times and spent hours on the phone to get this corrected and each time I am given various excuses on why it has not been corrected and a new timeline on when it will happen. I am one of the numerous people that never received my bill for XXXX which started the issues. I was assured the interest would be removed from my account, I would receive a copy of my billing statement, and I would receive credit for the month but none of those items has occurred. I still have not received a copy of a billing statement or any documentation after multiple requests to prove that I am receiving credit towards PSLF or income driven payments with my {$0.00} SAVE plan payments so I have no faith that they are correctly tracking those items. MOHELA is not following the stipulations of the SAVE plan as evidenced by my ballooning loan balance.
|
| 06/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Hi!
My loans transferred from Fedloan to Mohela in XXXX. The employment certification form that I submitted was approved under the XX/XX/2022 waiver. However, Mohela has not added the 3 months in towards my qualifying payments.
I first called and spoke with a representative on XX/XX/XXXX and he said that he input the request for those 3 months to be added and to give it 3 to 5 business days. I checked in and didn't see that added to qualifying payments.
I spoke with another representative on XXXX, XXXX, a PLSF loan advocate ( supervisor of customer service representative ) and see put in a formal request to have those 3 months added in and give it 10 business days. The formal request was being " processed '' but it said " duplicate form '' However, it has been more than that and I have not seen those 3 months added in.
I am requesting that those 3 months be added in in a timely manner.
Please advise on how to proceed.
Thank you for your help in this matter.
|
| 10/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I am seeking loan forgiveness within the PSLF program.I filed over 100 days ago now and counting. I have well over 15 years of eligible payments and Mohela, who now owns my consolidated loans, is non responsive and slow to evaluate my request. It has taken 3 months just to verify my employment was eligible, something that literally takes 5 minutes online. They are now taking months to evaluate eligible payments, something that again I as the customer can do online within 15-20 min. Mohela has given no timelines for resolution, only that it takes up to 90 days which they have exceeded. It is impossible to get someone on the phone, with call wait times now over 2 hours with the new federal forgiveness program being implemented soon. Mohela clearly cant keep up with the volume of calls, and now I am concerned that my request will just get pushed aside with all the new requests coming in for forgiveness this month. I just want this to be completed in a timely manner.
|
| 10/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
How are you doing? Why is it taken more than 60-90 days to respond to my student loan investigation? Listen, I was shocked today when I reviewed my credit report again and found late payments for my student loan accounts? I disputed this account and nothing was sent to me to legally verify the accuracy and legitimacy of this reporting. It continues to report incomplete, inaccurate, and unverifiable information, and therefore, it's impossible that it was investigated and verified as being accurate Hows it possible that youve reported me 90 days late with no late payments prior to that like the 30 and 60 days, and questionable balance still reporting? Also, wasn't XXXX student loan servicer sued for not applying payments to consumers accounts correctly. This is reporting in violation of my rights and honestly, i don't want to waste your time nor mine going back and forth, and I would like this removed from my credit as I was never late the way you're reporting it.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have been trying for over a month to get my student loan payments recalculated. Mohela hasnt attempted to make the change, even when Ive called and sent messages through the in box, As of today, my account still shows that my federal student loan payment is {$7500.00} a month. Also, it shows my loans are in deferment until XX/XX/XXXX. Ive completed an application to recalculate my payment and take my loans out of deferment through StudentAid.gov on XX/XX/XXXX. Mohela still hasnt acknowledged it, even when I called on XX/XX/XXXX to check on this. The representative acted as though she didnt know what I was referencing although I stated I uploaded the application in Mohelas portal on XX/XX/XXXX at XXXX XXXX. The payment is supposed to be {$480.00}. I also have copies and screenshots of this as I figured this would happen. All Im trying to do is get my payment amount corrected and restart my payments so they count towards Public Service Loan Forgiveness ( PSLF ).
|
| 03/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XX/XX/XXXX : I filed a compliant through CFPB due to incorrect payment count with Mohela. COMPLAINT ID XXXX XX/XX/XXXX : Mohela responded to CFPB compliant with 104 payments qualifying payments. I should currently have 111 qualifying payments based on current employment certification through XX/XX/XXXX that has been uploaded to Mohela 's system. They did not accurately add all of my payments that have employment certification documented on the response sheet to CFPB. When I looked at the payment tracker on Mohela 's website, they do not list the dates of XXXX ( 5 payments ). In addition, the math does not correctly add up. The response shows I have qualifying employment certification from XXXX ; XXXX. This should be 111 qualifying payments ( 9 years and 2 months ).
I will have an additional 5 current qualifying through XX/XX/XXXX to total 116. Will upload most recent certification to Mohela when HR signs it. Therefore, my loans should be forgiven in XX/XX/XXXX.
|
| 12/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA, my loan servicer, has incorrectly placed me on the " SAVE-alternative '' plan, because according to them, I have failed to recertify my loans. However, I did not need to recertify because of the payment pause during the COVID-19 pandemic. I should have been placed on the " SAVE '' repayment plan. I have spoken with them on the phone and they acknowledged the issue back in XXXX XXXX and state that they would correctly change my repayment plan back to SAVE. It is now XX/XX/XXXX, and upon calling them, they deny any issues on their part, and deny their admission of error or any conversation over the phone we had back in XX/XX/XXXX, and continue to tell me that I must recertify my loans and apply for a new repayment plan when I clearly do not need to. They are unwilling to put my loans on administrative forbearance at this time. They need to change my repayment plan back to the " SAVE '' plan without me having to recertify or apply for a new repayment plan.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am applied for a mortgage for a townhouse. The underwriters wouldn't accept Mohelas loan/mortgage verification letter for the SAVE plan I was on because it said " Next Tier Payment XX/XX/XXXX '' was {$860.00}. This is the standard 10 year repayment amount. The underwriters suggested I switch to standard level or graduated plan and request new letter. I did this on XX/XX/XXXX and was quoted 5-7 business days for processing. After that time passed, I called Mohela again and after hours on hold was told they " XXXX it overnight due to special circumstance ''. This never occured. I called back and was told " It might be three weeks ''. I called back and was told " Oh no, its 30-45 day minimum to change a plan ''. I have been conflicting, incorrect information on multiiple occasions and I will most likely lose out on the home and am in danger of losing my earnest money deposit. They did generate a " repayment estimate '' document but the lender will not accept it.
|
| 07/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I sent letters to the following agencies requesting information on XX/XX/2022 : XXXX. MOHELA DEPT of ED Student Loans 2. XXXX 3. XXXX 4. XXXX For all the agencies I requested the following : 1. provide proof by affidavit or declaration, sworn by wet-ink signature signed under the penalty of perjury 2., produces all relative commercial instruments and/or notices, declarations, publications, with clearly and unambiguously delineate that claimant, was fully and completely apprised of all rights, duties, obligations liabilities, costs, fees in advance or subsequent to the alleged incurrences of the alleged debt, and where there has been full disclosure of all relevant terms and conditions within twenty-one ( 21 ) calendar days of the receipt of the Notice It has been close to 2 months and MOHELA and XXXX has not responded yet. XXXX and XXXX responded but did not produce the information requested.
I will upload all the letters to all the agencies for more details
|
| 06/11/2015 |
Yes |
- Student loan
- Non-federal student loan
|
- Dealing with my lender or servicer
- Keep getting calls about my loan
|
|
Web |
|
|
I took out a student loan for my son, XXXX XXXX, back in 2003 for his college education. Since then, we have done our best to keep up with the payments and only owe about {$500.00} total to XXXX. However, if I am a DAY late they begin calling me XXXX times a day, contacting my job, borderline harassment. I 'm currently in my mid XXXX 's and can not endure the stress of this. I 'm not ever more than 15 days late and I 've considered getting an attorney involved because there has to be some laws being broken. This is n't an effective means of going after debt. My son worked for a collection agency and he stated they are violating at least a dozen laws by the way they 've contacted me ( which I 've kept track of ). I 'm pretty sure I 'm not the only XXXX suffering from this ridiculousness and when I called and tried to resolve with XXXX they were n't completely truthful with me. I need help fixing this and also I need to make sure this does n't happen ever again.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I submitted my XXXX application on XX/XX/23 through Studentaid.gov to MOHELA. MOHELA still has not processed the claim and is ending my administrative forbearance today, XX/XX/23.
I contacted MOHELA by phone twice on XX/XX/23. After being put on a callback list and waiting 3 hours for a call back, the servicer left a voicemail instead of actually calling me. I had to call back and sit on hold for 90 minutes before reaching a representative. The representative told me that my application had been processed but isn't reflecting on my account. She said that it would take effect soon, but never told me specifically when. They put me on a " LEVEL '' plan and are going to charge me {$610.00} instead of the {$250.00} from my XXXX application.
I have also submitted an online message to them asking about this, but have not heard a response. I have requested to be put in administrative forbearance while they figure out how to apply my application to their website.
|
| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Prior to transferring to Mohela I was on PAYE. Following the transfer I noted Mohela switched me to 10 year installments with increased my monthly payment by about {$2500.00}. I immediately tried to enroll in the Save program through StudentAid.gov back in late XXXX. When my application wasnt processed by XXXX I contact Mohela which advised me to submit a verbal application with them ( which I did ). They then placed my loans on administrative forbearance. I called several times following and have submitted complaints through studentaid.gov stating I did not want to be in forbearance. I wanted to resume payments under the SAVE program. I was unable to accomplish this. Finally, my last message to Mohela resulted in them restarting my loans again under the 10 year rate with a due date of XX/XX/XXXX ( 3 days following this change ). Interestingly, my loans themselves are still listed in forbearance and Mohela has yet to contact me or send me any correspondence.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/XXXX I first contacted MOHELA to see how I could lower my repayment and still have the payment qualify for PSLF. I was advised I should move to the standard repayment plan saving over {$100.00} per month, and I requested the switch. When the statements finally came out in the beginning of XXXX my payment had not been adjusted. I called on XXXX and spoke with XXXX, he also seemed surprised it had not yet been processed, and said within a few days it should be completed and I can view the adjustment online. On XX/XX/XXXX this has still not been updated. I attempted to call their customer service line again and requested the call back option. It has now been almost 4 hours and I have not received a call back. I found a fax number for MOHELA and submitted my request/complaint there on XX/XX/XXXX, but I have no faith in their customer service at this juncture. Please assist in helping my payment get lowered prior processing on the due date of XX/XX/XXXX.
|
| 10/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have complained before on this issue and Mohela did NOT resolve it. I made several loan payments that have not been reimbursed to me. They referenced an amount that I received from a payoff I made to XXXX that they requested for me. in the amount of {$5200.00} on XX/XX/XXXX. This was for a loan that Mohela never had control over. There was several OTHER payments that I made that Mohela was responsible for requesting from the department of education because THEY HAVE THE LOANS NOW. These payments were on the dates below with the corresponding amounts. Per a conversation I had with a MOHELA representative in XXXX. She said they would be refunded and I never got them.
XX/XX/XXXX payment of {$300.00} XX/XX/XXXX Payment of {$400.00} XX/XX/XXXX Payment of {$500.00} XX/XX/XXXX {$100.00} I WANT ALL OF THESE OTHER PAYMENTS REFUNDED TO ME as I requested on XX/XX/XXXX via a woman named " XXXX ''. XXXX was unable to request them because Mohela is their servicer now.
|
| 12/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was placed on administrative forbearance by my servicer XX/XX/2023, but they didnt alert me until XX/XX/XXXX, after Id already made a payment ( Ive requested a refund but have yet to hear back ). I was placed on forbearance through XX/XX/2023, but my account home page has an alert saying my payments wont be due until after XX/XX/2023 because they are still working on updating my account. Despite this, I received a bill today ( XX/XX/XXXX ) thats due mid XXXX that says I am past due {$790.00} dollars.
Further, they only counted 1 out of 8 of my certified months of employment for PSLF. I have yet to see that be corrected after months of waiting after I complained.
The wait time is hours every time you call, and different people have told me wildly different things.
My monthly payment has gone from XXXX to XXXX to XXXX to XXXX, all throughout this forbearance period. I dont know what information to trust. The communication issues have been astounding.
|
| 09/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have been on income based repayment ( IBR ) since I consolidated my federal loans in XXXX. During the Covid-19 pandemic forbearance period, annual income recertification was paused. Per the Department of Education and Federal Student Aid office, income recertification was not required during the forbearance period and will not be required until XX/XX/XXXX at the earliest https : //studentaid.gov/announcements-events/covid-19/income-driven-repayment MOHELA notified me that because I did not recertify my income XX/XX/XXXX ( during the covid forbearance ), I would be removed from income based repayment and would be put on the standard repayment plan.
MOHELA did offer to recertify my income XX/XX/XXXX and enroll me on SAVE and actually was pushing me to do this. However that is not a fair outcome. The fair outcome would be to keep me on my previous income based repayment plan and have me recertify XX/XX/XXXX as is the case for every other federal borrower.
|
| 10/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I am on the Income Driven Repayment program for all my student loans. I have one currently with MOHELA and my other six were transferred to MOHELA from XXXX. With the transfer, I have two account numbers. My original loan with MOHELA, is all messed up. They have indicated I didnt resubmit my income verification for the Income Driven Repayment plan. According to Studentaid.gov, my certification date isnt until XX/XX/XXXX.
Then they rejected my application and stated I didnt qualify. My student loan load is XXXX XXXX of my annual income. My payment was recalculated and increased. The reason was because I didnt recertify my plan. I have sent two emails and have sat on hold on numerous calls. Tonight has been over 3 hours.
I have been paying on this loan since XX/XX/XXXX. It is a consolidation loan of student loans. MOHELA has it labeled as a commercial loan. I have paid interest and interest has continued to accrue during the forbearance for the pandemic.
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| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Like like to be given a correct date of the XXXX of {$1400.00} and {$6500.00}, to be XXXX to my checking account?
And a letter sent through my MOHELA account explaining the reason for the delay being that they were already paid by the Federal Student Aid for my loan back on XXXX XXXX XXXX? I would like a letter from them, as to the reason why I didn't received the payment of {$6500.00} plus {$1400.00}, according to the letter dated XX/XX/XXXX, this was suppose to be ACH to my a checking account by XX/XX/XXXX.
I have tried o many occasions to follow back up with the supervisor XXXX XXXX ext XXXX ( left message, no return call ) and know her phone is disconnected.
My revised effective date of forgiveness is ( XX/XX/XXXX ), which was resolve when I spoke with another supervisor on XXXX confirmed, both payments to be ACH by XX/XX/XXXX Also, left messages on voice for the CEO XXXX ext XXXX and the XXXX XXXX XXXX ext XXXX and neither one returned my call.
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| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I am enrolled in the public service loan forgiveness program. By my count, I should have already qualified for loan forgiveness, and am about 7-8 payments over the requiremed number. When I inquired with Mohela regarding the record of payments, I noted that in the record there is a gap in payments documented ( no payments documented XX/XX/XXXX-XX/XX/XXXX ). I reviewed my bank records, which show I made monthly loan payments during this time. This would mean I was making qualifying payments. However, Mohela says that the period does not qualify, even though this period does not appear in my ineligible payments record. I've requested the company document the payments as not qualifying or count them as qualifying, neither of which has happened. Instead, they're requiring me to continue making student loan payments, even though I've already qualified for forgiveness. Of course, every call involves a two hour ( no exaggeration ) wait time to speak with anyone.
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| 07/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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( 1 ) I am currently employed by a qualifying employer. I am part of PSLF program and submitted an application in XXXX for forgiveness. I am missing payment periods from three periods of time : XXXX through XXXX, XXXX through XXXX, and XXXX through XXXX. I have contacted the servicer multiple times via phone and mail pertaining to the missing periods with an inadequate explanation. The periods are not showing as eligible neither non-eligible. I wish to get the periods considered for eligibility.
( 2 ) Before my loans were transferred and during the Covid pause, I obtained an IDR with a repayment amount of {$87.00} monthly. I have contacted the servicer numerous times to ensure the correct repayment is showing. I have provided the servicer with my current IDR that is not due for recertification until XX/XX/XXXX. The servicer increased my payments to {$140.00} incorrectly. My payments should remain at the rate of my approved IDR in the amount of {$87.00}.
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| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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On XX/XX/23, as per Mohela 's instructions, I sent a secured message instructing them how to apply an incoming payment sent electronically from my XXXX XXXX XXXX award account. I included the required information such as the loan number and account number to which the payment should be applied and specified to apply it to the principal of the loan. Despite following Mohela 's instructions for payment handling directions, the payment was applied to the interest portion of the loan and not the principal.
On XX/XX/23, I finally received a response back from my message indicating that the payment was applied to the account and told that XXXX payment history reflected this. But this was incorrect, as the payment history specifically showed the payment being applied to the interest and NOT the principal, as per my instructions.
Mohela intentionally ignored my specific instructions for handling payments even when provided with the information they require.
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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Web |
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I was on IDR prior to my loan being transferred to MOHELA. I received an email from my prior servicer that there was no need to recertify and that my payment was approximately {$860.00} a month.
After transferring to MOHELA they said I needed to pay about {$2000.00} a month which I can not afford. I tried to fill out an application to switch to another plan with lower payments on XX/XX/. They have still not processed it. They put only some of my loans on administrative forbearance and I still had to make monthly payments of about {$370.00} for two months then they put the remaining loans on forbearance and it was showing a {$0.00} payment due. Just now I checked and it is showing {$2000.00} due on XXXX. I can not afford this but I can not afford to miss a payment because I am only a few months done from PSLF.
Anything you can do to either reinstate the forbearance or get them to process the RePAYE application would be appreciated. Thank you so much.
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| 06/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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My loans were discharged through the XXXX program. The loans were transferred to MOHELA because they became the servicer of all XXXX loans in XXXX.
My loan was discharged under XXXX with XXXX payments as of XX/XX/XXXX. I was notified of the discharge on XX/XX/XXXX. I made 23 payments after XX/XX/XXXX. I have not been refunded these payments. I made these payments to XXXX XXXX XXXX XXXX but these consolidated loans were transferred to Mohela as the new servicer and they claim because I never made any payments to them, they have nothing to refund. I talked to the ombuds who sent me to XXXX. I complained twice to them with this specifc information and they just said " your loans have been discharged '' I paid 23 payments of approximately {$10000.00} over the XXXX required by the law and am owed a refund that has been lost by the servicer ( MOHELA ) not acknowledged by the prior servicers ( XXXX XXXX XXXX XXXX ) and is being ignored by the federal agency.
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| 12/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My husband and I sent a check to Mohela to pay off my student loan in full ( approximately {$140000.00} ). The envelope contained the proper letter with my loan information and the check with my account number and name included on the memo. They deposited the check on XX/XX/XXXX. It cleared our account and was not returned. The deposit was never applied to my account. My account balance was not adjusted but my payments went to XXXX and my past due went to XXXX. We assumed they were processing the payment as they said things were taking a long time. They have now resumed asking me to make payments and can not locate the check we sent even though we have provided them with the endorsed check and our bank account statement indicating it has not been returned to us. I have been placed on hold for hours when I asked to speak with a supervisor. They do not return phone calls when the phone call is dropped even though they say they will. This is unacceptable.
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| 12/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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Mohela is my loan servicer. They have an alert on my account to recertify my income for my income-based repayment plan. Mohela is requesting that I recertify by XX/XX/XXXX. The federal guidelines from the Federal Student Aid website are : " If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by XXXX year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' I have sent two messages to Mohela about this issue, one message on XX/XX/XXXX and another on XX/XX/XXXX. I have no received a response to either message and the recertification date is still wrong on my account.
Recertifying my income early will have a massive impact on my tax filing status for XXXX taxes. This needs an immediate resolution and Mohela is not following federal guidelines. I have tried contacting them via phone but the hold times are often 3+ hours, which is unacceptable.
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| 10/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Mohela U.S. Department of educationXXXX XXXX has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
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| 02/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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XX/XX/XXXX : Submitted PSLF application. After months of no response, I was told I needed to consolidate my loans to be transferred to Mohela and submit my PSLF again.
XX/XX/XXXX : resubmitted form via fax and received confirmation.
XX/XX/XXXX : Submitted PSLF to meet deadline, no record of previous submissions.
XX/XX/XXXX received notification that ECFs were processed. XXXX qualifying payments, needed Employer Cerification for months after XXXX.
XX/XX/XXXX Submitted final Employer verification. The form was cancelled as a duplicate. I called Mohela and was told, it was okay because I have over XXXX qualifying. Called back the next day and was informed that the forms needed to be resubmitted. I resubmitted the forms, XX/XX/XXXX forms show as resubmitted for review. This starts the 90 days again. I am at the same employer from previous verification.
Concerned the forms are marked as duplicate each time because they are signed by same HR employee.
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| 02/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted an application for Public Service Loan Forgiveness to Mohela in XX/XX/XXXX. I received confirmation over the phone that my application was received and processed on XX/XX/XXXX. I was also provided information to log into my newly created Mohela account. I was able to log into the account and noticed that my last name was spelled incorrectly. To be clear, my name is spelled correctly on my application but Mohela spelled it incorrectly on my account. I called Mohela and spoke to XXXX ( Customer Relations Supervisor ) on XX/XX/XXXX and she indicated that she will send an email to the department that handles the name corrections. I logged into my account again today and the name has not been corrected. I called back and was put on hold to speak with a supervisor, I was on hold for two hours and no one picked up the phone until the call dropped. I called back and once again i was put on hold to speak with a supervisor until the call dropped.
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| 10/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XXXX by student loan was consolidated with MOHELA from XXXX to take advantage of the temporary changes made to XXXX. I submitted my XXXX forms to XXXX XXXX as they were processing MOHELA 's XXXX forms at that time. I have had very little communication from MOHELA. I have XXXX payments made towards my loans however they are showing XXXX payment.
I have also called on multiple occasions to make a XXXX time payment of XXXX and been put on hold for over XXXX hours XXXX days in a row and then MOHELA hangs up on me before speaking to a representative. This large payment needs to be made in the month of XXXX because I am also participating in EDRP through the VA medical center. In XXXX I sent emails to MOHELA and have not received a response other than " Your recent request has been received and is expected to be processed within the next XXXX business days. '' I received this message XXXX.
MOHELA is not responding to its consumers in a timely manner.
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| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I sent a request to MOHELA for information on my PSLF history to be updated or instructions to update the information on XX/XX/XXXX. Their site says 3 business days for a response. Other sources say it could take up to a month for a response. I waited until XX/XX/XXXX before sending another message requesting the same information. I still have not received a response. I sent another message today, XX/XX/XXXX. I am now taking the complaint to the CFPB to hopefully get somebody's attention at MOHELA.
PSLF requires 10 years of qualifying payments. I have been paying since XX/XX/2013. I have worked in XXXX XXXX since XX/XX/2013. I have certified my employment. They claim all of the payments I made since XXXX were not qualifying because I had no charges due. I can assure you they absolutely were due and were paid. I have done my due diligence and am being ignored by a company that likely gets paid XXXX if not XXXX of tax dollars to service my loan.
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| 12/11/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XX/XX/2022 I called Mohela and complained they were reporting information on my report several times. I also requested to consolidate the loans and was approved for consolidation. When I opened the loans I was not told the loans would have several accounts. I was never told the the several accounts would report several times and on different dates. This is false inaccurate reporting and ruining my credit because each month my credit decreases by XXXX points and has done so for 15 years. This is ruining my credit, stopping me from getting a house, and good employment.
I called again in XX/XX/2022 and complained about the same issue and 2 days later another XXXX balance was added to my credit report even though I requested my loans be consolidated into one payment on one account. This eas never was never done. I also requested to defer my payments until XX/XX/2022. I was told this was approved as well but the loans still keep showing past due.
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| 09/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
Servicemember |
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Mohela is the new provider for public loan forgivenss loans. I consolidated my loans, and before the consolidation, 90 % of my loans were under the XXXX plan. After consolidating, MOHELA dropped my plan to the " level '' plan and is currently charging daily interest. Had they left my loans in the XXXX plan, I would not have an interest rate added. They told me, that my request to be put back on the XXXX plan was placed on XX/XX/XXXX, and the interest rate was being charged starting XX/XX/XXXX. They said, after approving my request, the interest amount would stay in my account. I asked why, and they said that there is nothing they could do. I think this is an illegal practice to collect money for themselves, after having taken over as the provider for public service loans. The reason why I have qualified for this loan, is my 21 years in the military. I feel robbed and taken advantage of, and I hope that the XXXX will take care of this complaint
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| 06/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
Servicemember |
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I spoke to Mohela customer service and Military customer service several times about my PSFL application and submission of W2 forms since last year when I submitted my PSFL application. At this time they can not help me resolve my issue. I am requesting to get my information looked at and processed. The customer service representative told me today they are waiting on further guidance to calculate hours worked since I sent in W2 forms. I work for the XXXX and we are 24/7 so I do not understand what guidance Mohela need when it clearly states on student.gov website to send in W2s. I marked full-time on the PSFL application been in the XXXX since XX/XX/XXXX. This is very unacceptable and I need a resolution to this issue. I was told in XX/XX/XXXX to resubmit an application to get credit for the last 12 months and during that time I was never told that my W2s would put my application on hold. It is currently XX/XX/XXXX and no closure to my issue.
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| 10/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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First issue is that my loans were placed into forbearance without any explanation. I received an email/app statement on XX/XX/XXXX with a due date of XX/XX/XXXX. My loans have been in repayment status since early XXXX. I checked my account as of XX/XX/XXXX and my account was still in repayment status. I then checked the app on XX/XX/XXXX to confirm that my auto debit was set up properly but my repayment status was now showing as in forbearance and I no longer have a due date or payment amount. As someone working in public service and taking part in the XXXX program, I do not want to be in forbearance. I received no notification from MOHELA as to why my loans were moved from repayment status to forbearance and I never requested this.
Second issue is that my Statement for XXXX was provided by email/app messages on XX/XX/XXXX but MOHELA backdated XXXX to XX/XX/XXXX on the statement itself, not sure why but seems like shady practices to do that.
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| 07/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Mohela Improperly Changed the Renewal Date of my Income Based Repayment Plan Despite previous complaints to my Senator, the CFPB, FSAID, and correspondence from Mohela acknowledging the correct renewal date of my Income Based Repayment plan, Mohela is still incorrectly and illegally changing my Income Based Repayment plan renewal date to XX/XX/XXXX See figure 1.
The correct recertification date is XX/XX/, as acknowledged by Mohela in Mohelas response to my first CFPB complaint against Mohela ( CFPB Complaint XXXX XXXX ). See the attached file titled Mohela - CFPB Response XXXX XXXX which contains correspondence from Mohela indicating the correct date of XXXX
I have also attached the Memo referenced in my original complaint CFPB Complaint XXXX XXXXXXXX. The memo provides proof of the correct renewal deadlines in the form of official correspondence from the prior servicer ; information that Mohela should have and should be in their systems.
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| 06/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I am reaching out to reopen complaint number XXXX. You did not resolve my complaint and therefore I would like it re-opened and resolved.
MOHELA lost 8 years of my student loan payment history. The CFPB reached out to them to get information and they told you that they have no payment history before XXXX. That is not the end of the story and the case is NOT closed. The problem is they lost 8 years of my student loan payment history and no one I have reached out to - not MOHELA, or you, or Federal Student Aid are able to provide me any information on where 8 years of my payment history went.
I am on an income based payment program with a cap on the number of years I have to pay. It is urgent I get this matter cleared up so I am not overpaying.
I am asking you to please reopen this case, find out WHY MOHELA doesn't have a record of my payment history between XXXX and XXXX and order them to procure it or find me someone who can.
Thanks.
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| 03/22/2016 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with my lender or servicer
- Need information about my balance/terms
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Web |
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Because of losing a XXXX I was unable to work for almost a year. I fell behind on my bills. I filed a chapter XXXX bankruptcy. I paid back everyone I owed % XXXX of what I owed! Three months early. Even my daughter 's student loan that I had signed for. Now two months after my discharged in which I thought I was debt free I get a letter from XXXX XXXX XXXX XXXX stating that I still owe MOHELA money. Apparently even though I was making monthly payments to them through court. they were charging me interest. Now they what that interest to be paid. They are charging me interest on my interest. They said that becuse I fell behind that they could " capitalize '' the interest and turn it into principal. therefor I ca n't even get the tax deduction. When I file my chapter XXXX they submitted a claim to the court for what I owed them. Why did n't they ask for the full amount then.
it 's like a loan shark. Even after you pay them you will always owe!
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| 04/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
Older American |
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Issue : Mohela is not correctly processing my PSLF application for XXXX XXXXXXXX XXXX XXXX The application was submitted to Mohela on XX/XX/. They mentioned it may take a few months to process, but all other employers were approved besides XXXX XXXXXXXX XXXX XXXX. On XX/XX/ we called Mohela and spoke to a gentleman named XXXX. He mentioned that the application did not have any issues and he was unsure the reason it was denied. I explained how the employer was closed and offered to submit any additional documents needed. After uploading multiple documents including W2s forms, and other proving it was a non for profit there has been no updates. Every time we have called since we are instructed to be patient because a review is underway. My PSLF application is being wrongfully denied and because of this I am unable to receive my forgiveness. I have also been in contact with my local congressman for assistants on how to get this issue resolved.
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| 10/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I want to pay off my student loan before payments resume as I have the money ready to do so. The only way to pay off your loan in full and have it registered as such is to use Mohela 's online 'Payoff Calculator ' to request a 'payoff letter. ' This payoff calculator has been offline for at least three weeks, which is as long as I have been trying to access it, so possibly longer. On the page it just says 'Currently our Payoff Calculator is under maintenance. Please try again later or contact Customer Service for assistance. We apologize for any inconvenience " Contacting customer service by phone is impossible and you will sit on hold for literally hours. I tried sending a message through the website and have never gotten a response. Meanwhile interest is accruing on the loan I want to pay off. It is downright theft and negligence, and there are probably thousands like me who Mohela is making money off of while they fail to do their jobs.
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| 05/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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Web |
Servicemember |
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I'm enrolled in the PSLF loan forgiveness program. I've met the 120 payments which make my loans eligible for forgiveness and discharge ; however, when I call to check the status of the loan discharge date, the representatives do not have much information and, quite frankly, read from a prompter and don't address the original call. Also noted is that I've received multiple duplicate letters, one on XX/XX/23 and one on XX/XX/23, stating that I've met my 120 payments for two loans.
The duplicate reviews without a set discharge date is concerning because it pushes my waiting period out each time a review is completed without the actual discharge being done. I'm finalizing a refinance on my home, and the lender is requesting the expedited discharge of the two qualified loans to get approved for the refinance loan. If this PLSF loan discharge does not happen in the next two weeks. We lose our home.
XXXX XXXX XXXX XXXX : XXXX Birthdate : XXXX
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| 03/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I submitted XXXX on XX/XX/XXXX for 3 employers. On XX/XX/XXXX I received a letter saying that 2 of my employers had been certified. I did not receive any information on my 3rd employer ( XXXX XXXX XXXX XXXX. All 3 ECF 's were submitted and received as one PDF so they all should have been reviewed/approved. I called on XX/XX/XXXX and asked about the 3rd ECF. They said that it was reviewed and denied on XX/XX/XXXX which was when account was tied up in consolidation so it caused an issue. She said that she saw no issues with the ECF and would put in for review within XXXX business days. I waited XXXX business days as well as 90 business days from original submission on XX/XX/XXXX and have not received any information on this ECF ( including information when it was denied on XX/XX/XXXX ). This was my longest employer and would have ensured employment verification for PSLF. It appears that MOHELA did this as a delay tactic to delay forgiveness.
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| 01/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Submitted a payment for 2 loans on XX/XX/XXXX. One payment would completely pay off one loan ( {$31000.00} in principle, {$5500.00} in interest ) and a partial payment to another loan of {$42000.00} ( {$11000.00} in principle, {$6900.00} in interest ).
My payment history lists the amounts paid to both principle and interest. However, their loan detail and payment screen continue show that the interest has not been paid off. The payments were applied to the principle but not the interest. This is also seen on the loan screen of studentaid.gov.
MOHELA has not been able to offer an explanation for this. I sent an electronic message but was I was instructed to call customer service. I called customer service in XX/XX/XXXX and XXXX but no one could explain my situation. Today, a supervisor told me to wait until the website was updated. This was due to the extreme workload they were receiving, even though the payment was placed 6 weeks prior.
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| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I file this complaint to compel MOHELA to honor my request to change my payment due date back to the XXXXt of each month. My payment due date was the XXXX of each month prior to the XXXX administrative forbearance. I discovered that MOHELA changed my due date to the XXXX of each month for unknown reasons on XX/XX/2023. I called MOHELA on this date to request that my due date be changed back to the XXXX. A MOHELA representative assured me that my request would be processed before payments resumed in XXXX of XXXX. However, that assurance did not come to pass. In fact, XXXX billing statements have been generated without my request being processed. Such statements are attached. I sent MOHELA the attached email on XX/XX/2023, requesting an update on my request. I never received a response to this email. It should be noted that I never authorized MOHELA to change my due date to the XXXX in any event. I would like my request processed forthwith.
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| 03/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
Account name : Mohela/Dofed has violated my rights.
15 U.S.C 1681 section 602 A. States I have the right to privacy.
15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.
15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
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| 11/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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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.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
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Today I received an email from MOHELA that I was being automatically placed on natural disaster forbearance. I am already on the SAVE plan which forgives interest and my payments are affordable. I have autopay set up. I did not ask for this forbearance and forbearance makes it so my interest is not being forgiven under SAVE anymore and being taken off this forbearance that I didn't ask for my interest will CAPITALIZE. I do not believe they should be allowed to do this?! They should not be able to place people on forbearance they didn't ask for if that means it will capitalize their interest. This is especially pertinent to people on the SAVE plan and seeking PSLF. Additionally, I can not get through to customer service! It took me like 10 minutes to navigate their phone tree and I was on hold for 40 minutes and then transferred to advanced help and my current wait time is an additional 88 minutes! This is absolutely unacceptable service!
|
| 10/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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Hi, in resolution of my complaint # XXXX, XXXX agreed with my regulator to count my XX/XX/XXXX payment towards PSLF. However, they have refused to honor that agreement. I have records attached. Also, they have since refused to honor the limited waiver program to count my XXXX and XX/XX/XXXX payments towards PSLF. I've attached proof that those payments should be counted as well. Moreover, they haven't updated my count to include my most recent employer certification. To help you navigate the attachments, I'm attaching some additional XXXX records ( my loans were transferred from XXXX to XXXX at the end of XXXX XXXX ). Of course, my loans have since been transferred to Mohela which does not have adequate phone contact information. Some numbers dont work and the ones that do only have recordings, no options to connect to a representative. Please help to rectify my account/PSLF tracking the limited waiver program expires. Thank you so much.
|
| 04/17/2018 |
Yes |
- Debt collection
- Federal student loan debt
|
- False statements or representation
- Attempted to collect wrong amount
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|
Web |
Older American |
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In XX/XX/XXXXand XX/XX/XXXX I took out two federal parent student loans for my son 's education. Each loan was about {$25000.00}. I began making payments immediately at the level Mohela suggested was a minimum payment. I did this for many years. I finally realized the payments were never enough to cover the interest of the loan. Mohela never told me that. When I contacted them, they said I could bring the loan into a re amortized type of situation and make a fixed payment for 15 years and pay the loan off. I recently fond out that none of my new payment was being applied to principal and in fact didn't even cover the interest.
So now after over 10 years of payments, I owe more than the original loan amount. My payments began at the {$350.00} per month level and increaswed up to over {$550.00} per month but not one penny has been applied to principal. I was very much mislead by Mohela to my determent and their great financial advantage.
|
| 09/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
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Web |
|
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I submitted a request to change to standard repayment plan XX/XX/XXXX. Estimated processing time of 5-7 business days. As of today XX/XX/XXXX, it is still listed as processing. I called XX/XX/XXXX to inquire about expected processing time, as payments are set to resume. I was not given an approximate time frame. I was only told that IDR requests from XXXX were now being processed, but she had no information on other plans. Deferment was offered, which I declined, as I am less than a year from forgiveness for the majority of my loans and I'm hoping this is addressed prior to the day my payment is due. I was also provided information on applying for the IDR/SAVE plan and then the auto enrollment for payments to save {$5.00} on my loans, which I declined, as I'm still waiting for one form to be processed and I do not trust them to take the appropriate amount every month. Online message was sent XX/XX/XXXX. Expected response time of 3 days.
|
| 10/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
|
|
My Mohela account consisted of 3 Loans as follow : My Primary Federal Student Loan : reporting at XXXX // {$72000.00} 2 PARENT PLUS LOANS : reporting at : {$4700.00} and {$11000.00} In XX/XX/XXXX, I requested to consolidate my 2parent plus loans from XXXX , I received approval to consolidate the loans in XX/XX/XXXX, However, the consolidated payment was higher than my 3 loan payments, prior to consolidation, I then requested for XXXX to unconsolidate my loans, and XXXX approved to do so, However ; Mohela started reporting 2 additional loans to my credit report : XXXX AND the $ {$16000.00} loan amounts, After about XXXX of calls to Mohela and XXXX, the XXXX XXXX XXXX was removed from my credit report, However ; Mohela refuses to remove the 2 Parent Plus loans or the {$16000.00} loan ( s ).
I have also complained to Mohela re : the extreme interest that has accrued on my original loan show an amount of {$52000.00} which is not accurate.
|
| 12/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American |
|
I recently received a bill for an unpaid balance on a student loan that I do not believe I ever took out. I communicated with the creditor and, after some difficulty, was told that they were collecting for another company. The information they had correctly identified my XXXXXXXX XXXX name, the last four digits of her Social Security number and the institution where she earned her degree. This debt has now also appeared on my credit report. The credit report shows a history of payments but, these are not payments that I ever made. I have no recollection of this debt and I can find no records of it. Apparently the debt was taken out in XXXX but we have not previously received any bills from this company or from the place they claim originated the loan. I have asked for verification of this debt but I have not received any.
If I took this debt on and have forgotten about it, I'll pay it but I have yet to see any proof that I ever did.
|
| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/, my account was removed from administrative forbearance for no reason and is supposed to be in forbearance until they can process my student loan discharge which the Department of Education has approved. Mohela has all of this information, and I called yesterday and was told after waiting for more than 2 hours that the forbearance was removed because of an error and that it would be put back in place, however, on XX/XX/. I received a bill that I owed a payment. Therefore it is obvious that they did not complete the process or follow through with their word. Last time it took three complaints from the Department of education to get the account put in administrative forbearance in the first place because of my borrow defense application and the lawsuit approval of which they have all of the correspondence and information from the department of Education, which they have received at least two times, and a letter from me as well.
|
| 03/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am eligible for loan forgiveness through the Public Service Loan Forgiveness program that grants student loan forgiveness at 120 qualifying payments. I have been submitting PSLF employment verification forms for many years. With the current changes to how payment credit is being given and with the waivers being given, I have over 140 months of verified employment and qualifying payments. However, Mohela is only giving me credit for 112 qualifying payments. For some reason mistakes on Mohela 's part that I have pointed out with customer service representatives on five or more occasions are not being corrected.
Also, I am not getting credit for verified employment prior to the year 2011. I have inquired about this on XXXX or more occasions but have not been given an answer as to why this is the case.
Because of these issue, I am not receiving loan forgiveness that I have a right to under the Public Service Loan Forgiveness program.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have 8 direct Federal loans serviced by Mohela. I made a payment on XX/XX/23 before repayments restarted so I could target my highest interest loan. I paid enough so that the interest and principle on that loan would be completely covered by the payment. I specifically requested to Mohela to direct the entire payment to that one loan.
Initially it appeared that this was done, my principle for that loan dropped down to {$0.00}. However on XX/XX/23, this payment was retroactively changed so that it paid off all the interest for all my outstanding loans before it went to the loan I requested. As a result I now have a large outstanding principle on the loan I directed the payment towards.
Not only is this sneaky since this was done retroactively ( and I have documented evidence that the listed principle for that loan was {$0.00} earlier this month ) it is a way of trapping people with student loans with their highest interest loans.
|
| 10/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I am submitting this complaint because Dept of Education transferred my loan ( s ) to MOHELA and once this happened several inaccuracies were reported on my consumer report such as late payments and inaccurate amounts. 15 USC 1681 ( a ) -Congressional findings and statement of purpose states that the banking system is dependent upon fair and accurate credit reporting. I have tried to resolve this matter with the company and also the credit agencies but neither of these companies complied or investigated this matter. The CFPB released a report stating that Millions of student loan debt borrowers had their debt transferred resulting in errors for 'hundreds of thousands of accounts '. The CFPB stated that companies are engaging in potentially bad behavior regards to these types of transfers. I feel I was treated unfairly because my dispute was never handled and this is effecting my consumer report and has caused me to be denied credit.
|
| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
In XXXX of XXXX, I applied for the new student loan SAVE plan, in an effort to reduce my monthly student loan payments. I currently owe over {$180000.00} in student loans ( including interest ). I received a letter from the loan servicer, Mohela, on XX/XX/XXXX, stating that I did not have at least {$30000.00} in Federal Student Loans that would allow me to qualify for the SAVE plan and an extended loan repayment. I dont know how this is possible when I do, in fact, owe over $ XXXX in student loans as stated above.
I have been waiting for several months to receive an update on my payment plan, and I believe the information provided is totally erroneous and should be corrected as I believe that I do, in fact, qualify for a reduction in my monthly payments. This is completely unacceptable and I believe this is an attempt made by the loan servicer to try to extort as much money as possible from students who have higher loan balances.
|
| 01/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I applied for the Public Service Loan Forgiveness Waiver program in XX/XX/XXXX. My non-profit former employer submitted several erroneous employment verification forms but eventually submitted an accurate one in XX/XX/XXXX for dates of employment XX/XX/XXXX, XXXX XXXX, XXXX. My loans were transferred from XXXX XXXX to Mohela with an incorrect qualifying payment count of XXXX when I am well over the required XXXX and am entitled to a refund of over {$9000.00} for the XXXX additional payments I have made. I resubmitted the PSLF waiver application with correct signed employment verification form dated XX/XX/XXXX after the loans transferred to Mohela and my qualifying payment count remained at XXXX. It has been exactly 91 days since Mohela confirmed receipt of the application while the form continues to be " processing ''. Calls to Mohela with hold times greater than 2 hours supply me only with confirmation of receipt and processing.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was signed up for automatic payment - I submitted this paperwork well in advance of loan payment restart in XXXX. They apparently did not process my automatic payment ( though I received documentation that my auto payment should have started by XX/XX/10 ) so I was told it was late. I paid the loan the day I received notification ( but not before XX/XX/10 because I was told automatic payments should start ). My automatic payment on XX/XX/10 came out with no issues. I have now logged into my loan account to make sure that there would be no issues with my XXXX payment to see that I have been put into a forbearance. I did not request a forbearance. I did not get any notification my loan would be put into a forbearance. I have received no communication from Mohela about this whatsoever and do not know why this happened. I now have 2 payments ( XXXX and XXXX ) that will not be counting towards my PSLF. This is ABSOLUTELY RIDICULOUS.
|
| 12/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My Direct Joint Spousal Consolidation loans was transferred to Mohela. My payment trackers are not showing. I have applied for XXXX under the waiver and have XXXX eligible payments. A XXXX to XXXX from XXXX was issued XX/XX/XXXX effective XXXX of XXXX. Prior to this a had a direct to discharge issued in the spring, canceled XXXX XXXX and reissued XX/XX/XXXX. XXXX promised to discharge my portion of these loans prior to transfer and did not do that. Now it appears part of my data has been lost as well. I can not reach anybody by phone or chat. My portion of the loans should have already been forgiven. I would like information as to when my loans will be forgiven.
Also, my loans are in a non-interest accruing forbearance and it looks on my account that interest has already been charged on my account since the transfer.
Id also like information on the XXXX waiver as that should take care of my ex-husbands portion of the loans.
|
| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I had applied to consolidate my loans and selected the XXXX plan, but Standard payment was lower than XXXX, so when my consolidation was process and posted, it showed the standard repayment plan amount in the repayment schedule/disclosure file of {$150.00} I believe. It also showed that on my Mohela account after processing. A couple of weeks later and it was changed to SAVE, where my payment is higher. I did submit a payment plan change to Standard online on the Mohela website, but nothing has been done and calls keep getting disconnected while on hold. Also, I was put on an admin forbearance and interest was being charged this whole time ( which I recently made a payment for ) I would like for the payment plan to be switched back to Standard as it originally was and should be as well as some type of bill credit for being charged interest when I wasn't supposed to be during that admin forbearance.
Documentation is attached.
|
| 10/04/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I received notification from my student loan servicer, Mohela that my student loan have met the requirements under the Public Service Loan Forgiveness ( PSLF ) Program and all or a portion of your loans listed in the letter have been forgiven. My student loans nearly {$83000.00} have been forgiven and my balance is {$0.00}.
This letter is dated XX/XX/. I contacted XXXX and learned that Mohela reported on XX/XX/XXXX that I have a balance of {$82000.00}.
I called Mohela and held on the line for two hours, got a representative who stated it will take 90 days to update the balance to zero. I asked to speak with a manager as this is a violation of the Fair Credit Reporting Act, and they can not report erroneous information and since I have a XXXX balance, they must report that current balance.
I held on the line another hour and a half. A manger never accepted my call. Mohela is in violation of the Fair Credit Reporting Act.
|
| 09/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
Servicemember |
|
Federal loans were transferred from XXXX XXXX to Mohela in XX/XX/XXXX. The loans were under COVID-19 forbearance but continued to list monthly payment at approximately {$640.00} under both the REPAYE and SAVE plans ( once automatically transferred ). On Sunday, XX/XX/XXXX, the website updated to show a new monthly payment of {$1600.00}. Income has not been recertified, as it is not required under the current federal loan guidelines until at earliest XX/XX/XXXX, see https : XXXX. It is unclear what precipitated this increased payment. When called XXXX XXXX XXXX, we were told we needed to reach out to the servicer, Mohela. Then called Mohela who said we would need to recertify income on a different plan in order to get a lower payment. This, however, would put the borrower at a disadvantage and circumvents the guidance on the studentaid.gov website, which allows for individuals to not recertify until at the earliest, XX/XX/XXXX.
|
| 12/29/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
In XXXX, my federal loans were transferred from XXXX XXXX ( XXXX ) ( Account # XXXX XXXX XXXX ) to MOHELA ( Account # XXXX ). The transfer was not done properly.
I had been on an XXXX plan with XXXX for years, and when the transfer to MOHELA was processed, I was incorrectly placed into an XXXX plan.
At XXXX, my monthly payment was supposed to be around $ XXXX ; however, MOHELA says XXXX now owe approximately $ XXXX.
In XX/XX/XXXX, I reached out to MOHELA to explain that there was an error in transferring over my loan. I was told that MOHELA would look into it and update my account. On XX/XX/XXXX, MOHELA denied my request and I continue to be on an XXXX plan. MOHELA told me I needed to recertify ; however, no one has been required to recertify since XX/XX/XXXX.
My goal is that I be placed back into my correct XXXX plan and continue having the same payment as I had as of XX/XX/XXXX when student loan payments were paused.
|
| 10/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I attempted to apply for Public Service Loan Forgiveness. When I applied in XXXX, they told me my employer didn't qualify. I submitted my W2 to prove that my Agency is a regulatory agency under The State of Oregon and does qualify. They updated my PSLF count to having made XXXX qualifying payments. I applied again, 3 months later, because I considered myself to have completed the terms required. I have worked for the The State of Oregon for 13 years. They again indicated that my Agency did not qualify, even though my employer had not changed. I resubmitted my W2 and they eventually determined it to qualify a second time. Then I was given an updated letter, but showing the SAME qualifying payment count as when I applied in XX/XX/2022. I qualify for loan forgiveness, but instead of forgiveness being granted, my loans were transferred from XXXX XXXX to Mohela, who also has not helped me solve this issue. I feel this is unethical.
|
| 02/16/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
My employer sent {$10000.00} on my behalf to my student loan serviceXXXX XXXX/Mohela XX/XX/XXXX to pay down my student loan balance. However, it was sent to the federal student loan side and not to private student loans. I made a call in XX/XX/XXXX and Mohela said they could not transfer the money to the private side and they would need to refund the money back to my employer so a new check could be sent. I have continued to make calls to XXXX/Mohela requesting the status of the refund and they continue to tell me its being sent out. As of today XX/XX/XXXX it has not sent sent back to my employer. One of my contacts there is a supervisor by the name of XXXX XXXX.
XXXXMohela continues to hold this money and in the meantime I continue to pay interest on a higher balance. I feel that they are purposely dragging their feet for this reason.
I can provide a copy of the check sent to XXXX/Mohela showing when the funds were sent.
|
| 09/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA took over my loans in XXXX. XXXX was my final payment under PSLF waiver. In early XXXX I submitted a certification of my last four payments for PSLF loan forgiveness. In writing, MOHELA said this would take 7-10 days. The waiver ends in XXXX. It is now near the end of XXXX, and nothing has happened. They won't even acknowledge my last four payments qualify.
I called customer service about 14 days ago and they said it would take 6-8 weeks to process and the email was wrong. I asked to speak to a supervisor. Supervisor XXXX told me my load forgiveness would be escalated, and that its processing would be in writing. She never sent me the confirmation in writing and my account still shows four payments to go, which is incorrect.
This is an unfair and deceptive practice from a loan servicer. The waiver ends in XXXX and their delay is affecting my rights. XXXX gave me reference number XXXX and her number is XXXX x XXXX.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Applied for IDR SAVE repayment plan in XXXX and the status has been 'under review ' for months now. I even tried resubmitting it and have received no correspondence from Mohela about this application. I have emailed them and received no response as well. I have received my payment amount now and it is not on an IDR plan and the payment is too high and they are giving me two different payment amounts due now as well. One is {$200.00} and the other is {$400.00}. I have attempted to call them and been on hold for hours just for someone to answer and not be able to hear me when I talk and then hang up. It is unacceptable customer service. My application should have been processed by now and I should not have to be doing this but the customer service should have expected a large rise in calls and should make sure they have the ability to hear people after they wait hours or call the number back if they can not hear the customer.
|
| 11/09/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I requested a payoff letter for my student loan and another lender who was refinancing this sent the payoff to the address on the payoff letter. I was told that this was the wrong address to send the payment to after the loan was never paid off. The check cleared on XX/XX/18 so XXXX XXXXMohela has had these funds since then and today is XXXX XXXX and the loan is still not paid off and they have since taken another payment. The first time I contacted them I was told to get a copy of the cancelled check. After I sent that they told me it had been located in a general ledger account and would be mailed to the correct address and it would take XXXX days. This was unacceptable to me and I spoke with a supervisor who told me this would be escalated. The last call I received was after the escalation and I was again told XXXX days. They have had my money since XX/XX/18 and I want my loan payoff to be completed and backdated asap.
|
| 02/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
First and foremost I am the original creditor 15 USC 1692 ( 4 ). I am the originator and the consumer.
Secondly, MOHELA mailed me a signed consumer contract on XX/XX/2022, which is not sufficient evidence of a debt. All that means is a credit transaction took place.
According to case law, XXXX XXXX v XXXX, The term " debt '' is defined in 15 USC 1692 ( 5 ). A " debt collector '' is defined in 15 USC 1692 ( 6 ).
My rights as a consumer have been violated. According to " Permissible Purposes Of Consumer Report '' 15 USC 1681b ( a ) ( c ) ( 2 ) I never gave any credit bureau written consent to report Account # XXXX on my credit report. The fact you have a consumer report for me is a violation see Exhibit A attached of my consumer Report.
I am demanding that XXXX XXXX produce proof of a WRITTEN note from me, the consumer, giving them consent. If they can not then this is a violation of 15USC 1681q and 15 USC 1681a ( 3 ).
|
| 08/26/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
This complaint is related to public student loan forgiveness. I am a XXXX XXXX with XXXX XXXX XXXX dating back to XXXX 2008 with XXXX XXXX XXXX and XXXX XXXX. A review of my payments indicate only 20 payments qualify for loan forgiveness! After nearly 9 years of employment and consolidating loans ( with a higher interest rate ) in the direct lending program, which was required to be eligible for public service loan forgiveness program. I am now learning that I am 100 payments short of the required 120. I am outraged. My servicers changed several times over the years and in that process my payments were apparently thrown off track. At every juncture I was assured that the plan I was in qualified for pslf. Now I am learning that the payments I made for years did not qualify. This is not my fault. I believe every payment I made should count. I 've been working for years in public service, in a field that requires a XXXX XXXX.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I have called Mohela regarding the balance on my account, which is was granted 100 % by the department of education. I received a letter stating that my student loaned will be adjusted and cover at 100 % due to the lawsuit with the court due to my student loans with the school that I attended XXXX university . Half of my loans have been adjusted and corrected but I still have a balance showing on my account which I have proof Mohela with the letter provided by the department of education and they continue to ignore and make corrections to my account. The balance of {$15000.00} plus is still showing on my credit report, which is causing a lot of issues with my credit score, etc. I dont know what else to do with the department of education and Mohela . Ive been dealing with this issue since 2004 after graduating from the university when false information was presented to me And forms where, signed or not authorized by me.
|
| 01/03/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I contacted Mohela on XX/XX/XXXX to complain and get this corrected : Mohela is applying my employer contribution of XXXX to the interest.
They apparently started doing this in XX/XX/XXXX. I just noticed.
They stated they sent an email out and said I could not change it.
They said it is now a 'policy ' if the payment is not made on the exact same date as my payment, it will now go to interest and there is nothing I can do about it.
They know that this is not possible to line up all employer contributions to go on the same day as the payment. Besides the fact that I am XXXX XXXX XXXX and have $ XXXX in student loans that I am trying to pay back, this small contribution that my employer makes on my behalf should be applied to the principal as was the intention when this program was initiated. I think it is a complete scam that they 'changed " their policy. This contribution was to ease the burden of the student loans.
|
| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
Despite submitting all required PSLF documentation to qualify for special waiver XXXX loan forgiveness, MOHELA stopped short of giving me credit for all qualified payments. They processed all of my submitted employment certifications without updating my XXXX payments counter. I was credited XXXX payments and then MOHELA stopped updating the count. MOHELA has not given any explanation as to why my count stopped at XXXX payments despite having documentation certifying well over XXXX payments and granting me forgiveness. I called the servicer on XX/XX/XXXX but the customer service representative was unable to explain why my count is not being updated. I was advised to wait a few days for the issue to be resolved. After over XXXX weeks nothing has happened and no communication from MOHELA. My count continues at XXXX for over a XXXX days and MOHELA has not communicated with me and I received no explanation or justification.
|
| 04/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am eligible for TPSLF, and I have been working in the public sector for over 15 years. I submitted my Employment Certification Forms ( ECFs ) to MOHELA on XX/XX/XXXX. I spoke to a representative on XX/XX/XXXX, and she said that my loans were transferred from the Department of Ed/XXXX XXXX to them and that it would take up to 90 business days for them to process my loan information. On XX/XX/XXXX, I contacted MOHELA to let them know that they didn't receive any information regarding my loan transfer or any information about my loan counts. The representative told me that he didn't have any information in his records that my loans were transferred and that he would put in an expedited request. He said that it would take 45-90 business days for MOHELA to receive my loan information. I have been given the run around for over seven months, and by now, I should have an accurate loan count. This has been beyond nightmarish.
|
| 03/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
In accordance with the Fair Credit Reporting Act ( FCRA ) MOHELA/Dept. of ED, XXXX XXXX and XXXX XXXX XXXX has violated my rights.
15 USC 1681 Section 602 States I have right to privacy.
15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions.
15 USC 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
MOHELA/Dept. of ED : XXXX. {$3900.00} ( XX/XX/XXXX ) XXXX. {$3300.00} ( XX/XX/XXXX ) XXXX. {$5000.00} ( XX/XX/XXXX ) XXXX. {$3100.00} ( XX/XX/XXXX ) XXXX. {$2500.00} ( XX/XX/XXXX ) XXXX. XXXX ( XX/XX/XXXX ) XXXX. {$6800.00} ( XX/XX/XXXX ) XXXX. {$5100.00} ( XX/XX/XXXX ) XXXX. {$1200.00} ( XX/XX/XXXX ) XXXX. {$3900.00} ( XX/XX/XXXX ) XXXX. {$3000.00} ( XX/XX/XXXX ) XXXX XXXX : XXXX. {$2800.00} ( XX/XX/XXXX ) XXXX XXXX XXXX : XXXX. {$1000.00} ( XX/XX/XXXX )
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Three separate times in the last three years I have re-uploaded my Public Service Loan Forgiveness recertification. This is the re-certification that would put me over the 120 months needed to qualify for forgiveness. My account has not even been looked at ... in three years! I have tried calling multiple times but face hours on hold. I have emailed their customer service with no response. I keep re-uploading the certification as each time I log in to check progress, it is like I never uploaded it in the first place. This is quite frustrating as I have done everything on my part to complete the PSLF program but if they won't even acknowledge my recertification in three years, what is the point. Interest continues to accrue, and it is incredibly frustrating as this recertification is what I need to fulfill the terms of PSLF. I have over {$100000.00} in student loans in the balance until they finally address my account.
|
| 02/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American |
|
On XX/XX/XXXX, the USPS stamped that Mohela received my revised PSLF form to per XXXX XXXX response to the prior complaint I lodged on this site. Today I called Mohela to check the status of my PSLF application. When I entered my SS number, the recording stated : " PSLF form last received on XX/XX/XXXX. '' this is unacceptable!!! Now I must wonder and worry about the status of my PSLF application, with no way to speak to ANYONE about the true status, with only an erroneous response from mangled XXXX!!! I need the TRUE status of my time limited, modified PSLF, which I originally submitted before the XX/XX/XXXX deadline! Also, due to president Biden 's new regulations imposed on student loan balances, I need to know the recalculation of my student loan balance, per the new rules, as I have been involuntarily retired due to age discrimination, and need to financially plan going forward for tax and retirement purposes!!!!
|
| 10/11/2023 |
Yes |
- Debt collection
- Federal student loan debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
I retired from the XXXX XXXX and used my XX/XX/XXXX XXXX XXXX XXXX of {$80000.00} at XXXX XXXX in XXXX and graduated in XXXX. In XXXX of XXXX I was contacted by an origination named MOHELA. MOHELA stated that the forgiveness period for student loan forgives was over and that I owed the whole amount for college. I contacted MOHELA and ask them why I hadn't made a payment in almost XXXX years and who did I take the loan out through. They stated that they didn't know what the XXXX XX/XX/XXXX XXXX XXXX XXXX was and that they had no data, only that I owed for the whole amount. I requested copies of the original paperwork with my signature and dates on it. They have refused to provide anything and are causing me sever distress. I am XXXX and have XXXX XXXX due to my XXXX in the XXXX and can not pay a debt I do not owe again. I contacted XXXX XXXX XXXX, and they have no outstanding debt owed to them by me. Please help me.
|
| 03/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously denied and/or processed my PSLF application incorrectly.
My PSLF Form was denied because it was missing the authorized official 's signature and/or was an electronic signature. However, all signatures on the form were present and the were an hand-drawn electronic signature, which according to the Department of Education 's website, it is an acceptable signature type. Additionally, when I called, the agent told me that it was because the signatures had to be in blue/black in and handwritten, which is inaccurate. Mohela just continues to consistently provide inaccurate information and making processing errors.
Resolution : I would like my account to be in good standing. I want my qualified payments to be counted correctly and my PSLF applications to be processed correctly as well.
|
| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
I was originally on XXXX plan based on my last income certification of XXXX dollars off my XXXX taxes that i certified in XX/XX/XXXX. I am not required to recertify my income at this time. Also my family size is XXXX and has always been XXXX. Me and my dependent son who is XXXX. My REPAYE payment was XXXX.
The XXXX plan is switched to SAVE. My payment should have dropped to XXXX dollars per month under the SAVE calculation. On XXXX MOHELA refigured my payment to XXXX per month under the new SAVE plan. This amount is incorrect. I talked to them on the phone XXXX and submited complaint emails. The payment they calculated was based on XXXX income and no dependents.
The problem is they have me having no dependents. They lady on the phone confirmed this and told me it would be fixed and show on my account within three days. This was 8 days ago. With payments resuming soon they need to get my payment amount corrected.
|
| 02/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
PSLF forms were mailed to Mohela on XX/XX/XXXX and I had applied for consolidation. US Department of Education instructed us to send Employment Verification for PSLF to Mohela even if they were not our current servicer. Mohela processed that form on XX/XX/XXXX but because my consolidation hadn't been approved or they didn't have my account yet, nothing happened. I reloaded my employment form and they processed it XX/XX/XXXX and it wasn't approved until XX/XX/XXXX. What happened between XXXX and XX/XX/XXXX? As of XX/XX/XXXX, there is still no tracker on my account showing how my prior payments were credited. What was " processed? '' Correspondence from Mohela on or about XX/XX/XXXX, I was told 30-45 days after the application was processed I'd see a tracker. We're now nearly 60 days and nothing. All responses to inquiries are generic and trying to call them requires hours of time and then calls disconnected.
Help!!
|
| 08/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
Mohela is servicing my loan. For some reason, when taking payments into account for debt forgiveness, they have neglected to include the years XXXX. I have been calling them since XXXX to get this remedied and I am always told by the customer service representative that they have no idea why those years weren't included and that they definitely should be included. They are not listed as eligible or ineligible payments, they are just missing years of my payments altogether. I have been told that the issue is under review and will be resolved in 5-10 business days. I have been told that for 5 months. I do not believe that they plan on remedying the situation at this point. I have called on XXXX separate occasions. In addition, I have been at the same job the entire time and have submitted paperwork to show that. If payments counted in the other years, there is no reason why they wouldn't count in those years as well.
|
| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have several PLUS loans. I requested that all the loans be under the same type of repayment plan. In other words, a request to change some of the loans from the standard repayment plan to the extended payment plan. This request was made on XX/XX/2023, and has not been processed yet. It is now XX/XX/2023. At the same time, they put my loans in forebearance although I didnt request it. I have made the payments to all of the loans, since repayment started in XXXX.
Also, I it looks like they are overcharging interest on XXXX of my loans. They are as follows : principal, {$15000.00}, interest accrued {$4300.00} ; principal {$16000.00}, interest accrued {$4600.00} ; principal {$12000.00}, interest accrued {$3500.00}.
Please help me to get all my PLUS loans under the same repayment plan, Extended Repayment Plan. Also, please help me to get Mohela to correct the interest accrued on the loans identified.
Thank you.
|
| 12/02/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
On XX/XX/XXXX I submitted an employer certification form to Mohela. I have contacted them several times to try to get an updated estimate on when my payment counts will be updated due to a time sensitive issue with a loan repayment program I am participating in. They first told me that my form was not even acknowledge until XX/XX/XXXX and it would be 90 business days after that to get an updated payment count - even though it was marked processed before that date and I received a message on XX/XX/XXXX stated it could be up to 90 business days from XX/XX/XXXX. They are unwilling to be helpful in anyway to give an update on where the form is at in processing and unwilling to be able to expedite anything for a reasonable request. The student loan industry is in obvious upheaval, but over and over and over again we are all being told to wait wait wait and don't ask questions, there's no one else who can help you, etc.
|
| 03/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Public Service Loan Forgiveness -- Refund Owed for Overpayment beyond the 120 qualifying payments My loans were forgiven on XX/XX/XXXX. The account showed XXXX qualifying payments. I paid from XX/XX/XXXX ( while employed for qualifying employer for over 20 years ) until XX/XX/XXXX. There were XXXX excess payments. XXXX of which were actual payments made beyond my forgiveness date of XX/XX/XXXX. I have all the payment information for Mohela showing all amounts paid each month from XXXX until XXXX.I should received a refund for more that {$6000.00}. My letter from Mohela shows full forgiveness for all loans ( XXXX XXXX ) but no credit for the overpayment.This was a mistake. I called Mohela several times and spoke to someone and they said that they could not help me. They referred me to Department of Education. I waited on hold for over 2 hours. It finally disconnected. I have tried the Ombudsman and not heard back.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I've spent days on hold with MOHELA with absolutely no way to speak to a human being for assistance. I've literally spent hours on hold listening to the same circular hold music and " guidance. '' I applied for the REPAYE plan well within the required timeline and have not yet seen any response. I applied for REPAYE in XXXX and again in XXXX because MOHELA showed no previous application. Now it shows two applications, both pending for between two and three months now. I've recently been sent a letter stating that my payments will begin on XX/XX/2023 at a rate that's three times what I was told my payments would be under REPAYE. My REPAYE amount should be {$170.00} but I'm being told I'll be auto-debited the amount of {$460.00} which is absolutely not affordable for my family. MOHELA will not respond to any of my queries and there's now no way to chat with support personnel or connect with a person on the phone.
|
| 10/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I have sent messages to Mohela XX/XX/XXXX and called ( they have a very high call volume ). I have uploaded in-school deferment information on XXXX and sent another message XX/XX/XXXX when I received an email that same day saying that deferment was denied on XXXX of my federal loans with balances of approx $ XXXX. I called on XXXX and a representative said she would have it corrected and would submit information but since that date, all I've received is an email that XXXX loans are denied deferment. I don't know why. I logged on to Studentaid.gov and see my enrollment information is correct. It says Faulker Law, 4 years, Law School. I don't know why Mohela has XXXX loans in repayment. I also submitted a complaint through XXXX. I do not currently work due to full-time school. Some of my loans are in In-School Deferment, some are in Deferment, and 2 are in repayment. Shouldn't they all be in In-School Deferment?
|
| 12/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I submitted to XXXX 3 occasions since XX/XX/XXXX and they stated DEPARTMENT OF EDUCATION WILL NOT GIVEN decision on approval of my payments under limited waiver from XXXX to XXXX despite approved as a non-profit organization ( MY LOANS WERE NOT CONSOLIDATED AT THIS TIME and I did not make full payments but tried ).
I requested under limitd waiver these dates count from XXXX to XXXX as limited waiver CARES ACT approved attempted payments even if not consolidated.
I made a complaint XX/XX/XXXX ( XXXX ID ) and was told DEPT OF EDUCATION has not decided since XX/XX/XXXX. TWO YEARS AGO!!!.
I have requested MOHELA to contact DEPT of education regarding this as XXXX transferred my loan to Mohela. MOHELA will not respond and asks to call them. I requested responses in writing as chronic documentation as XXXX consistently did not honor verbal conversations. MOHELA has not processed any documents since XX/XX/XXXX.
|
| 12/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Applied for SAVE XX/XX/2023. Advised by Student Aid department that application would take XXXX days. Application approved XX/XX/2023. Received mail from MOHELA confirming application had processed successfully and application had entered SAVE repayment. Setup auto debit online - confirmed due date with first payment in XXXX.
Reviewed website XX/XX/2023 - loans now placed in Forbearance. Call center first told me it was due to natural disaster is state for which I was not affected - XXXX minutes later, phone representative says it is a processing forbearance and they will charge me for the interest.
Application had already been approved, auto debit had been approved, mail received confirming due date in XXXX in early XXXX. MOHELA is unable to confirm info due to long wait lines but I did not consent to this forbearance and it is predatory after I had been informed everything was set for my SAVE enrollment.
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
On XX/XX/2023 I made a payment to MOHELA via XXXX XXXX XXXX bill pay in the amount of {$680.00}.
MOHELA has yet to provide me credit for this payment. I have attempted to contact MOHELA via their secure message system. They reply with a generic response that according to their records this problem has been resolved.
I also used XXXX 's system where I can report a missing payment. XXXX provided a response indicating they have made multiple attempts to contact MOHELA but are are unable to connect with someone.
During this time I continue to pay interest on student loans and the interest continues to accrue. I believe this is fraudulent accounting principles and if you multiply my case by thousands if not millions of other students in the same situation, we are paying massive amounts of interest in loans in an unfair and dishonest manner.
MOHELA refuses to credit my account with a payment that was made.
|
| 10/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Called MOHELA on XX/XX/XXXX to ask for COVID-19 loan repayments refunded in full, all payments since XX/XX/XXXX, which is {$15000.00}. I was told by MOHELA operator that it would take 30 days and that I will be refunded through check. Even when I asked if I could be refunded through direct deposit, the operator said no it could only be through check. I asked if I could have confirmation for that request, either an email or a confirmation number, and was told that no there would be no confirmation. I called again on XX/XX/XXXX to follow up on progress and confirm request. I was told that it was received, said it could take 60 days, and that payment will be refunded the same way in which it was paid for, which was direct deposit. I am getting misinformation on the status of my refund and do not know what is right. It is now past the 30 days estimate and there has been no change or update on receiving my refund.
|
| 09/22/2018 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
I originally started out with {$77000.00} in student loans, due to my income based repayments, I now owe {$110000.00}. I have been paying what I can for the last 7 years but continue to have my loans grow because I don't make enough money to support my family AND make a payment of at least {$640.00} a month which ONLY covers the interest. My issue is that last month, after 7 years of making payments, now the added interest is being reported to the credit agencies. It never had been, I was unaware that this was something that would change and now, every month my credit score goes down and after working very hard for a year to get out of a chapter XXXX bankruptcy and rebuild my credit so I can get a mortgage, it's getting lowered every month no matter what, even though I'm paying what the federal income based repayments plan said I can afford. How is this legal? How can what gets reported change after 7 years?!
|
| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX I received confirmation from XXXX that my employer qualified for the PFSL, and that my school loans were going to move from XXXX to Mohela within 90 days of the letter. It is XX/XX/XXXX, and my loans are still with XXXX, and they are also marked as Forbearance, which I did not petitioned. I have called Mohela and they do not have any way of getting my loans from XXXX. I have contacted XXXX and they told me they can not transfer them until they receive something from Mohela stating that they need to be transferred. I have also contacted StudentAid, and they also have no answers or timeline as to when my loans will be transferred. Repayments will start shortly, and I need to know where I need to send them, and I would also like to have my employment count towards PFSL. Please help me.
For reference, I am attaching the documentation that I received from XXXX about my school loans.
Thank you.
|
| 05/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously counted my qualifying payments. According to their website, every month has counted as qualifying for TEPSLF between XX/XX/XXXX and XX/XX/XXXX which is XXXX, however, they only list XXXX in my qualifying payments. Additionally, My consolidation loan was disbursed in XXXX, however no payments were counted prior to XX/XX/XXXX.
All payments have been on time. I began employment at The Ohio XXXX University XX/XX/XXXX. All employment has been verified.
I filed for TEPSLF in XX/XX/XXXX, was then transferred to Mohela. spoke 3 times to Mohela representatives who assured me the 36 months would be counted, but they were delayed in counting TEPSLF-compliant payments. I ask the 36 months to be counted as verified which brings my count to XXXX qualifying payments for the program.
|
| 06/23/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
This was to be a loan forgiveness. I graduated in late XXXX. I was to pay for 10 years and the loan was to be forgiven if I worked in the public service field. I was told my profession qualified ( NC XXXX ) and was told by the representative at the time how to fill out the paperwork. I am right at 9 years in paying, auto draft each month, so I have never been late on a payment. When I called to check on when It would be paid in full, I was told I had NOT made any qualifying payments. I was told by the representative how to fill it out so it was done correctly. I was told Mohler, the company who bought out the original student loan that my option was to increase my payment or refinance for 10 more years at almost XXXX higher a month. I now pay XXXX and some change a month. I was told I qualified and the payment set up by them and now they say It was n't qualifying payments and I have to pay another 10 years.
|
| 07/29/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Hello, yes, I had my student loans with XXXX. Originally, and now there was XXXX. Or however, you spell that, and they are on my credit report. XXXX XXXX XXXX years with XXXX, they've been in my credit. Since XXXX XXXX, which is over 10 years, they were sent to another creditor, not the original lender. I actually am on XXXX. I sent over a request to be approved for XXXX XXXX.
Approval from my student loans to be removed from my credit. I sent the doctor 's note over from my physician. As well as the information from social security they denied. I'm still on XXXX. This is past the 3 years I had an income repayment of 0. Now I got ta income repayment. That I have to pay {$360.00} a month. When I'm below income XXXX XXXX. There is over {$65000.00} on my credit report. That is preventing me from getting a mortgage. Any credit any type of anything above water? I need your help to get this taken care of ASAP.
|
| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am having major issues making payments. My first payment was due on the XXXX of XXXX and when I made the payment, it pended for 5 days before being reversed and I was told my bank account could not be found. So, I deleted the bank account I had on file and reentered it diligently and remade the payment after XXXX first and was past due. I do not have the dates for this since and MOHELA does not keep record of payments that have been reversed. So after I reentered my bank account info I made 2 separate payments on XX/XX/XXXX. One for {$58.00} and one for {$25.00}. I then a few days later received a message saying my payments were reversed and I was still past due. I checked again this morning and now my account is saying those payments were accepted however nothing has pulled from my account and the notes of the reversal are gone. This company has terrible customer service and I can not get ahold of them
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I filled out the Public Service Loan Forgiveness ( PSLF ) and mailed it to MOHELA early XX/XX/2022 ( forms are dated by employers around XX/XX/2022 ). My qualifying employers are the Social Security Administration and the Department of Labor, both federal government organizations that qualify my Direct Loans for forgiveness. In XXXX, I received a letter, dated XX/XX/2022 from MOHELA stating that " you or your employer did not answer questions 9-12 in Section 3 confirming your organization type. '' However, both my forms have checked the YES box in the above reference question number 9 which asks " is your employer a governmental organization? '' If Yes, Skip to Section 4. Therefore, questions 10-12, as well as 13, are not applicable so both my employers skipped to section 4, as the form directs, which is Employer Certification and signature.
I have tried to call MOHELA but can not get through to anyone.
|
| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I submitted an IDR/SAVE plan application to MOHELA on XX/XX/2023. It still hasn't been processed. Instead I received a letter in mid XXXX ( letter is dated XX/XX/XXXX ) that informed me that the automatic forbearance that I was placed in ( due to their internal problems with servicing ) was ending on XXXX XXXX and that I am on a level payment plan, which is well over {$1000.00} per month. I have called numerous times and waited on hold for hours. No one ever answers. As I write this, I'm on hold with MOHELA and have been for almost an hour and a half. They close at XXXX. It's XXXX. I still have no update on my SAVE plan application and I can't afford to pay the amount they're trying to bill me. I have to work so spending more than 3 hours on hold waiting for someone to answer isn't an option. I've even tried the veteran liaison phone number and its still impossible to get ahold of anyone. Please help...
|
| 11/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loans, which should already be forgiven under XXXX, were transferred to Moehla. I submitted an employment certification form to Moehla on XX/XX/28 and followed up with a message explaining that the form had been submitted to XXXX XXXX and the payments inaccurately counted. I explained I should qualify for XXXX at this time under the federal waiver as payments prior to consolidation are counted under the waiver and XXXX XXXX gave me inaccurate information about consolidation anyway. Moehla finally got back to me two months later saying they hoped my issue was resolved ( how could it be resolved if they didn't do anything ), but if not, I should call them. The wait time is several hours. I am not wasting hours on hold on the phone. I did that countless times with XXXX and it went nowhere. Process the XXXX I submitted, give me credit for XXXX payments, process my XXXX application, and forgive my loans.
|
| 12/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Problem with a company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
I disputed this accounts below 3 times with no response ; XX/XX/23, XX/XX/23, and XX/XX/23.
MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : MOHELA/DOFED : They did not enter a notice of dispute. They did not send a response back from investigation. Please see the attached letters.
Delete this acount immediately for violating my rights : Under 1681i- FAILURE to conduct investigation Under 15 U.S.C. 1681i Paragraph ( 5 ) any information disputed by a consumer an item of the information is found to be inaccurate or incomplete or can not be verified the consumer reporting agency shall ( i ) promptly delete Under 15 USC 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( a ) Duty of furnishers to provide accurate information
|
| 11/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
In early XXXX, I applied for all XXXX of my XXXX XXXX XXXX XXXX MOHELA to be put on the XXXX XXXX XXXX XXXX anticipation that XXXX would become XXXX On XX/XX/XXXX, all XXXX were approved for XXXX. On XX/XX/XXXX, I received a letter saying only XXXX of my loans were switched to XXXX, while the other XXXX were still on XXXX. I received no follow up emails. On the weekend of XX/XX/XXXX, I logged into MOHELA to check the status of the loans, and say that the XXXX that were on XXXX were switched to XXXX without any notification. The payment amount is somewhere around XXXX what it would be under XXXX. I called them on XX/XX/XXXX to try and rectify the issue, and was told that " there is just no notes on the account so they can't see what happened. '' and I would need to re-apply for XXXX. They made no guarantee this same thing would not happen again, or that the I would be approved in time of my forbearance.
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
This is the XXXX attempt to communicate w/ MOHELA regarding the PLSF.
I have met the requirement of working for a government and or nonprofit community IRS verified employer. I am still currently employed with a XXXX XXXX XXXX XXXX XXXX XXXX. I submitted all required information to XXXX XXXX XXXX XXXX ( MOHELA ) and Student Loan Services. I have enclosed copies of all communication from MOHELA whereby it is written that I have 1 payment for total PLSF. MOHELA recently sent a letter stating that I was approved for an Administrative Forbearance ending XX/XX/2023. That is not the WRITTEN agreement that MOHELA mailed to me. I do not want my credit score impacted and according to THEIR written notification, I am eligible for PLSF. According to President Biden statement regarding PLSF, I have the XXXX years of employment with the XXXX XXXX Forbearance to be included. I also have made required payments.
|
| 10/05/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I applied for loan forgiveness via PSLF and under the waiver. I consolidated to direct loans in XX/XX/2022 and submitted my ECFs for XXXX payments made under a prior repayment plan with XXXX. I have been waiting, so called MOHELA ombudsman to see if there was anything missing. The supervisor told me I had to be in an income-driven repayment plan for my counts to be evaluated by dept of ED and my counts updated and made me apply over the phone for IDR. She also made me send in a new ECF for XXXX 2022. I'm already way over XXXX payments and have approved employer. Now I feel like I am starting over and have to reapply at the back of the line, when i applied for the waiver and submitted all my ECFs in XXXX. The waiver information clearly states you can apply for forgiveness if you are on the wrong payment plan. I was on the graduated payment plan after consolidation because I was told it didn't matter.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have made my monthly payments for XXXX and XXXX. The payments have posted and show paid at my bank and on Mohela 's website. Yesterday I noticed that there was an alert on my account that I do not owe a payment for XXXX as they " update my account. '' I called today, XXXX to ask what would happen with my XXXX and XXXX payments, and the rep " didn't know. '' The rep even asked their supervisor and they had no answer as to what would happen with payments that I apparently didn't even need to make. I asked about a refund or a paid ahead status and they had no idea how they were going to handle the payments, they said. They told me to monitor my account and there might be more information in a few days. This is totally unacceptable. How could they not have a planned ( and written ) procedure put into place before updating accounts and posting important account update messages to borrowers ' accounts?
|
| 12/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I applied for a Federal student loan consolidation with direct loan and the SAVE income driven repayment plan.
My consolidation was processed, and MOHELA is my servicer.
About one month ago I spoke with a MOHELA representative because my loan had been in administrative forbearance since XX/XX/XXXX. I was advised by the representative that the IDR was still in process and there was nothing that I needed to do on my end.
The forbearance was then extended to XX/XX/XXXX, and most recently, it was extended to XX/XX/XXXX.
Today, on XX/XX/XXXX, I received a billing statement advising that my first payment is due on XX/XX/XXXX, in the amount of {$170.00}. However, according to my student loan account, the IDR is still processing as of today, so the bill that I received today, is incorrect.
Am I expected to pay my first student loan installment based on an incorrect billing statement?
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela has taken over XXXX XXXX XXXX from XXXX XXXXXXXX XXXX. Mohela has STILL not certified my payments made to XXXX XXXX prior to XXXX taking over in XXXX. I contact XXXX XXXX and they informed me that all payment information was sent to XXXX and Mohela.
Because of the NEW PSFL rules, I currently do qualify for forgiveness, but this must be done before XX/XX/XXXX.
It is obvious to me that Mohela is attempting to postpone the certification of older payments until after the deadline in a effort to prevent my loan from qualifying for XXXX.
I know there are many others out there with the same problem and I bed the government to get involved and force these companies to comply.
Unfortunately my old student documents were in storage during and were lost in California wildfires. I am now unable to get copies of these old documents.
I hope any one else with this issue will contact CFPB.
Thank you.
|
| 12/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
I received at letter from my student loan servicer yesterday instructing me to recertify my income or risk being removed from my IDR plan. ( attachment 1 ) I believe this letter was sent in error and fails to follow the IDR recertification rules listed on FSAs website.
My IDR anniversary date or deadline is XX/XX/XXXX on both my FSA dashboard and MOHELAs customer portal. ( Attachments XXXX, XXXX and XXXX ) According to the FSA website, I have at least six months to recertify my income after the end of the payment pause ie not before XX/XX/XXXX. ( attachment XXXX ) FSA specifically says that recertification dates before XX/XX/XXXX will be pushed out by one year. ( attachment XXXX ) MOHELA has failed to follow FSAs rules. I need to be on IDR to remain eligible for PSLF. I can not get in touch with MOHELA because they dont answer the phone. Please correct my IDR recertification date to XX/XX/XXXX.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
On XX/XX/, I waited on hold for 77mins to speak with a customer service representative from Mohela . I had concerns regarding the status of my XXXX application as well as questions regarding bill correspondence I received on 2 separate occasions. First bill from Mohela dated XX/XX/, stated my bill would be {$98.00}, due on XX/XX/. The second bill from Mohela dated XXXX. Stated my bill would be {$190.00}, due on XXXX
When I finally spoke with the Mohela representative, he did not have a explanation for the discrepancies with the two bills, nor did he have information regarding a realistic timeline as to when my XXXX application and payment counts will be concluded.
I feel like Mohela is purposely misleading consumers on the time it takes to count payments towards loan forgiveness. And that they discourage consumer concerns by have ridiculously long wait times to speak with a live representative.
|
| 09/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I can not get information about my loans because almost every time I try to access the website I get the message : " This site cant be reached. XXXX refused to connect. '' On the few occasions I could access the site, it only worked for a few minutes before I got the error message again.
The phone lines are also overloaded, so with less than a month before my loan payments start again I : 1. Don't know my payment amount 2. Don't know my payment due date 3. Can not update my auto debit information 4. Can not complete my XXXX application because my servicer is not accepting electronic signatures ( which I found out through studentaid.gov, NOT my servicer ) This is completely unacceptable. Today I was briefly able to access the site, but while I was trying to update my autopay, the site suddenly gave the message above and I continue to get that error every time I have tried for the past 12 hours.
|
| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
MOHELA will not respond to secure messages. They will not complete their work. They will not put me in the correct kind of forbearance while they finish their work. For 4 months I have been trying to work with them and nothing. Finally they sent a bill, which is absolutely incorrect in every possible way.
I need help making them do what they are supposed to do. I just need help, they won't help me... I keep reporting this to XXXX, they either can't or won't help, and now I'm really just getting tired of this situation.
The answer can not be " Well call a CSR on the Phone '' no, sirree it can not be. I have neither the time, nor the inclination to sit on hours long holds only to either be disconnected or to be given incorrect information that can not then be referenced easily, later.
I just need help and no one seems to care enough about my situation to assist including the DoEd and MOHELA.
|
| 10/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am a PSLF eligible borrower who has been employed in public service for a year. I moved to a new public service job on XXXX and filed a new certification reflecting this. On the XXXXXXXX XXXX XXXXXXXX, I received correspondence from MOHELA that showed I had not made any qualifying payments, in direct contravention to the DOE guidance regarding PSLF payments during the payment pause. I tried calling MOHELA and had to wait through 10 minutes of recorded information without the option to speak to a representative. The call then automatically terminated. I called again at a different number and was given a wait time of 180minutes. I waited for about four hours ( until about XXXXXXXX XXXX est on the XXXX ) at which point my call disconnected again without connecting me to a representative. I just want to correct the obvious error in number of qualifying payments, but customer service if unreachable
|
| 10/14/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Dealing with my lender or servicer
- Need information about my balance/terms
|
|
Web |
|
|
I consolidated a portion of a federal loan to a private loan for a better rate in XXXX. The company I consolidated this loan to was XXXX ( XXXX XXXX Bank ). My loan was then transferred to a management company called MOHELA XXXX of XXXX. There were many issues with XXXX and a number of errors that occurred during the transfer to MOHELA. Two things have not been corrected. One - the transfer from XXXX to MOHELA now shows my original balance with XXXX to be double the amount I actually owed ( owed approximately {$100000.00} ; now shows {$200000.00} ) and they have not corrected this with multiple requests and even their acknowledgment by phone that it was incorrectly doubled. They have not given me a print out of the payment history of the XXXX account from the original consolidation in XXXX to the transfer to Mohela in XXXX - these records were wiped clean with the transfer.
Sincerely, XXXX XXXX
|
| 12/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have applied for PSLF through my servicer, MOHELA, and subsequently received incorrect information concerning the number of qualifying payments. When I contacted them, which took over 2 hours on hold numerous times, I was told they were aware of it and they were mailing out incorrect information to everyone. Later, I received a rejection letter stating that my employer is not a Public Entity. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I don't know how much more public I can get. I have since reapplied, before the XX/XX/31 deadline, but have yet to hear back. Calling no longer does any good. After 2 hours and 16 minutes on hold their system automatically hangs up on you. I've documented this numerous times, with numerous phones, over 2 different wireless networks. They are completely incapable of handling the volume of business they have taken on. Thank you in advance for any help in this matter.
|
| 10/12/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA intercepted my student loans during consolidation for the purpose of PSLF. As of XX/XX/XXXX, they have restarted my loans at a higher interest, disqualified me from my qualifying payments and cancelling each document I submit. I have been in public service for over ten years with student loans dating back to XXXX. I have filed a complaint with DOE and MOHELA with no response. They do not offer options to resubmit information or recalculate their error. It was a scam for MOHELA to obtain all student loans, gain interest, and complicate the process with no way to track or resolve any issues. I have uploaded employer documentation at least three times and the online portal says " not verified ''. When I call, it goes to an automated line where I have to input my DOB. The response is " your information can not be found ''. I don't know what else to do and the deadline for PSLF is XX/XX/XXXX.
|
| 02/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela sent me a message saying Ive been removed from my income driven repayment plan and as a result will no longer qualify for PSLF because I did not recertify my income and put my payment amount at almost XXXX a month and back on a standard plan. This is completely inaccurate and is causing me mental anguish. No one was required to recertify during the pause and no is required to certify income at this time. Mohela refuses to correct their mistake and insists I need to recertify and thats the only way this can be corrected. Mohela is causing me unnecessary stress by giving false information and completely screwing up PSLF.
I want to be placed back on my correct payment plan that I had with XXXX before the transfer. I want Mohela to do its job correctly. This is disgusting and scammy behavior by Mohela and Im sure this is happening to other people and cashing needless stress and panic.
.
|
| 10/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have attempted to reach out to Mohela regarding receiving a refund of {$15000.00} of previously made payments ( after XX/XX/XXXX ) so that my current loan balance becomes {$20000.00} ( I currently owe {$4500.00} ).
I have requested a refund over a month ago and have not heard anything back, have not received a refund or had my loan balance reinstated, and I have no timeline on when this will happen.
I have tried calling Mohela for an updated timeline many times, and each time I can not get ahold of a service representative.
I need {$15000.00} refunded back to me ASAP so that I can get {$20000.00} forgiven when the form becomes available. If it takes much longer, I may be subject to interest payment when the pause ends on XX/XX/XXXX.
This service is UNNACEPTABLE from Mohela. They refuse to give a timeline on when I will receive my money back, and I have been waiting well over a month.
|
| 09/09/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
On XX/XX/XXXX, MOHELA updated my bankruptcy - discharge of debtors from pending to approved. As you will see in 1 of 3 of the included attachments, my subsidized and unsubsidized Federal Student Loans ( FedLoan ) aka Department of Education is included in my XXXX XXXX XXXX bankruptcy on the certificate page. Federal Loan transferred eligible loans to MOHELA around the summer time in XXXX. MOHELA, XXXX, and XXXX all have been habitual violators of closing, reopening, and changing the status of my student loans even though all agencies have proof of my XXXX bankruptcy discharge documentation. XXXX, currently, is the only agency that has my student loan status as included in bankruptcy and closed as a status. These status changes has cause substantial and adverse financial hardships with the approval of credit applications as well as the ability to maintain a good consumer credit score rating.
|
| 12/12/2022 |
Yes |
- Debt collection
- Federal student loan debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
|
|
Stop communicating information to all consumer reporting agencies. Acct # XXXX According to 15 USC 1692a ( 2 ), the term XXXX means the conveying of information regarding a debt directly or indirectly to any person through any medium. Any medium includes any oral, written, electronic or other medium. Therefore, furnishing of the consumer report ( bearing information regarding the alleged debt ) by Mohela will amount to communication as per the Fair Debt Collection Practices Act ( FDCPA ).
Pursuant to my rights per 15 USC 1692c ( c ) I am hereby providing you a formal notice to cease any further communication regarding this account immediately. This includes but not limited to telephone calls, emails, social media and any Consumer Reporting Agency.
Any further contact by your agent or company, except a communication confirming your acknowledgment of this letter is in violation of the FDCPA.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA has not provided me with a sufficient answer as to why I did not receive a billing statement 21 days before the due date. In my secure inbox, I received a direct debit notification on XX/XX/XXXX for withdrawal on XX/XX/XXXX. MOHELA claims they sent it on XX/XX/XXXX which is completely false. This is a violation of the federally published 21 day mandate.
Additionally, the direct debit statement, which is not a bill, did not include any information as to the interest amounts accrued with all fields marked as not applicable.
How am I supposed to continue to make payments and plan when MOHELA obfuscates information, makes it impossible to understand interest accruals, and does not send out actual billing statements? A direct debit notice is not a bill. Additionally, only sending notices to the secure inbox is not useful. I requested to switch to paper and have not received a response.
|
| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My student loan servicer was XXXX. I had a payment of {$11.00} due on XX/XX/XXXX. I made this payment on XXXX, to be posted XXXX.
On XXXX, my servicer switched to Mohela. Upon creating an online account with Mohela, I noticed my XX/XX/XXXX payment was still showing due. I assumed it was still in processing.
On XX/XX/XXXX, I sent a message via their secure message center, asking why this payment had not posted and was now showing past due. I received no response.
On XX/XX/XXXX, I received a " friendly reminder '' from Mohela that I had missed my XXXX payment.
I requested further clarification via their secure message center on XX/XX/XXXX. I received no response.
On XXXX, I received an email from the Department of Education informing me my XXXX payment had been missed.
The payment is not showing when I log into my old XXXX account ; only XXXXXXXX XXXX payoff of the total appears.
|
| 11/16/2023 |
Yes |
- Debt or credit management
- Student loan debt relief
|
- Didn't provide services promised
|
|
Web |
|
|
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.
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA ( account number : ) sent me an email demanding payment for my student loans and stated I could use the provided link. The link is broken. I was unable to complete payment. I also used the XXXX additional links contained in the email. None of the links work.
I then proceeded to call MOHELA. They kept me on hold for over XXXX hours, and then hung up on me. I was unable to acquire the information I needed to pay my student loan. Because of this, interest has now accrued on my student loan.
I also initiated student loan consolidation. MOHELA failed to comply or complete this process. I had to initiate the process on XXXX separate occasions. Because MOHELA failed to complete this process accurately, or effectively, XXXX of the missed student loans has now been sent to collections and I have a law firm harassing me during work hours. This is illegal under XXXX XXXX XXXX XXXX XXXX XXXX
|
| 05/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I am applying for public service loan forgiveness. I consolidated my loans in XX/XX/2022.
My pslf counts were finally updated in XX/XX/2022. I was missing counts from XXXX and XXXX. When I adressed it with Mohela, they said those times didnt count because I was in Inschool Deferment. I argued that i should of been in deferment and that I was given no other option ( i was in medical residency which should of counted ). They said they would submit a request for recount to FSA in XXXX. I have called mohela without any confirmation that a request has been sent. I sent a complaint to FSA in XXXX without a response. I contacted the FSA ombudsman in XXXX who told me to just wait. It is closing a year without a proper count. I called Mohela and they said my only complaint process is through FSA or a congressman. I am looking for resolution to my counts and the deferment issues from XXXX and XXXX.
|
| 10/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I tried to switch my payment plan from an XXXX plan to SAVE plan. I am working towards XXXX so I need to make XXXX payments to qualify for forgiveness. My autopay was set to make a payment of {$270.00} on XX/XX/XXXX. After receiving 2 emails on XX/XX/XXXX, my autopay was removed and my loans were placed into administrative forbearance. I tried to call their customer service phone line multiple times on XX/XX/XXXX but was placed on a hold that had a greater than 90 minute queue. I work from XXXX to XXXX in a job that does not allow me to remain on hold indefinitely. The Mohela website shows that I owe XXXX on XXXX but it also shows that I am in administrative forbearance. I do not have the option of turning autopay back on and the manual pay function asks me to manually decide how much to pay for each loan and I can not confirm that paying in this way would be eligible as a XXXX payment.
|
| 01/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I have been contacting XXXX XXXXXXXX and now Mohela XXXX XXXX in regards to my loan and application under the XXXX XXXX XXXX XXXXXXXX XXXX. I XXXX submitted my documentation by faxing it to XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. Shortly after Mohela XXXX XXXX took over but never provided any type of communication whatsoever. I contacted their customer service through email and calling and could not receive any type of information nor confirmation. I refaxed my XXXX application AGAIN to Mohela on XXXX XXXX and still have not received any type of communication ( even confirmation of them receiving and processing they have not informed me of ). I logged in the Mohela system and my application is just sitting there. It has been almost XXXX XXXX now going back and forth with XXXX XXXXXXXX and now Mohela to get information regarding my XXXX and to see my status with loan payments and forgiveness.
|
| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have currently been on hold with Mohela for one hour and 43 minutes. This is a common occurance. My issue is that I am full-class with XXXX vs XXXX, so my loans are approved for complete discharge. Yesterday Mohela sent me an email advising that I owe them almost {$3000.00} and it's due today. Sending me a statement and taking me out of forbearance is in direct violation of the settlement agreement. I am in forbearance and have been since XXXX due to borrower defense. Mohela has taken me out of forbearance numerous times and I have had to fight through long holds, being hung up on, waiting weeks for answers online and speaking with advisors who provide false information. Department of Education has sent Mohela the information, for forbearance, numerous times. I even have an email from Mohela stating I would be in forbearance until XXXX, due to my approved borrower defense application.
|
| 11/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
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
|
| 10/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I have been continuously checking for updates to my account on mohela. I was previously on REPAYE before the pandemic pause so expected to be automatically switched to SAVE. My family size is XXXX and hasnt changed since before the pause. In e the app, my plan does read as SAVE, but my payment due is considerably higher than it was, nearly twice the estimated payment calculated on student aid.gov and when I do the calculation by hand. The customer service rep I talked to was rude and not at all helpful, in fact she suggested it is my fault that I didnt call sooner. I had received the new estimate only days prior! She said the only thing they could do was put me on administrative forebearance and submit a whole new application. She refused my multiple requests to speak with a supervisor. MOHELA has no idea what they are doing and millions of borrowers are going to be negatively affected.
|
| 12/07/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Can't repay my loan
- Can't decrease my monthly payments
|
|
Web |
|
|
My loan is an XXXX loan. I was just told for the first time today XXXX/XXXX/16 that there is a guarantor XXXX that is keeping me from being able to do a cash modification because my income has been greatly reduced and I am currently on short term XXXX and I 'm not sure when/if I will be released to go back to work. I was shocked of this news and very upset that I had never been told of the guarantor b/c I have tried to get lower payments in the past and was turned down. I do not want these to go into default I 've exhausted all avenues and talked with many reps from Mohela all of my loans total XXXX monthly that 's for XXXX XXXX Loans and XXXX Cash loans. There was also a change on my credit report showing XXXX Mohela accounts were added and XXXX were removed which looks sketchy and of course nobody could tell me anything about. I can upload screen shots of it if needed for explanation.
|
| 03/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
I called in XX/XX/XXXX to receive a refund of my payments made to Mohela & XXXX XXXX ( after they transferred to Mohela ). I received a partial refund in XXXX and called to follow up about additional refunds. They told me it would take an additional 30-60 days because of the transfer but did not inform me that no request was ever put in for refunds prior to transfer. When I called back in XXXX of XXXX I was informed the request for the XXXX refund was not put in on XX/XX/XXXX instead of when I called in XXXX and it would take 60-90 days from that point. No balance has been updated, no refunds have been provided, and my call in XX/XX/XXXX I was informed theres now no timelines. It has been 5 months since my original call and this was clearly an error on their part for not having put in the request for the payments sent to XXXX until a later date without ever having informed me of this.
|
| 12/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
I am having issues with getting straight answers out of MOHELA. They change their story every time I call them ( which takes multiple hours each attempt ).
- In XXXX and XXXX I requested a bill ate change, in accordance with the process on their website. My loans were placed in a three month forbearance, and when they went into repayment the due date change STILL wasn't applied. They have no responded to my requests to change the upcoming XXXX due date.
- My loans were placed into a forbearance without my knowledge, causing my XXXX payment to be unnecessary, and a duplicate that wouldn't count towards PSLF. When I asked for it to be refunded, they accepted the request, but I never received the refund. It's been over 30 days, which I was quoted as the outside range, and they have no answer as to where my refund is.
They are dismissive, evasive, and are impossible to get ahold of.
|
| 01/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I have been making payments on my student loans since XXXX to XXXX XXXX XXXXXXXX XXXX, prior to finally being told in XXXX ( after multiple calls with difficult customer service representatives ) that my loans needed to be be consolidated to receive credit for public service forgiveness, although I had made been making payments for XXXX years prior. Subsequent to consolidation, while working for the XXXX XXXX XXXX XXXX, I have continued making payments, all while making a minimum salary to help support my family which included XXXX kids in daycare. Additionally, after submitting documentation for XXXX in XX/XX/XXXX my status remains as " processing ''. I have called multiple times to inquire only to wait for hours on hold and then be hung up on by the representative. Poor customer service, avoidance tactics, and excessive processing times add to the financial burden of student loans.
|
| 09/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
1. ) It is impossible to get in touch with an actual person to get information about my student loans.
2. ) The information regarding % of income considered for payments. The website says XXXX XXXX but it should be XXXX XXXX.
3. ) I am unable to tell how much of my balance is past interest.
4. ) There is no record of any of my past payments in the last 20 years so there is no way for me to verify that information 5. ) I received a paper bill in XXXX statin there was a balance due this month when there should be no payments until XXXX. Mohela is trying to scam borrowers 6. ) I believe my expected payment amount of {$440.00} for the next XXXX months is inaccurate but I am unable to connect with anyone at Mohela to verify this amount.
7. ) Mohela is not communicating any meaningful information about borrowers information, options, or what they are legally required to provide and do.
|
| 06/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I applied to have my loans discharged under the expanded public service loan forgiveness program during COVID. My loans were with another servicing company at the time of my original application. Before discharge was ever processed ( they had verified I met all of the qualifications ), my loan was transferred to MOHELA for servicing.
I was unable to get any information, or verify that they had my completed application, so before the statutory deadline in XXXX of XXXX I resubmitted an application again asking for discharge since I met all the qualifications.
I always get the run around when I can actually get someone on the phone. I keep probing to see if there is something else they need. They tell me no, but it has been over a year since a I submitted my first application for final discharge and now over 8 months since MOHELA has had my loans with no change and no end in sight.
|
| 01/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am in the Public Service Loan Forgiveness Program ( PSLF ). My account is currently with Mohela. I had 4 loans. Two were forgiven in XXXX. They had different payment counts listed than my 2 remaining loans. This is wrong. The counts should have been the same. I had the same forms, same jobs, same dates in school. I worked in Public Service for 11 years. I should have 128 months. My forms were submitted by XXXX of last year and approved. I have 35 consecutive months of Forbearance and one month that is not consecutive, all of which should be counted toward PSLF. I have approved forms for each of these months. There are also missing months from my account that should be counted. I have filed 2 complaints with Students Aid, the last one was in XXXX, still no response. My remaining 2 loans should be forgiven. Every time I call I get a different answer and get told to wait 90 more days.
|
| 03/30/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
Mohela XXXX Dept of ED continues to report accounts to my XXXX credit profile. I have recently filed complaints against XXXX for allowing this and they have continued to ignore my findings and do investigations with the creditor, putting me at an unfair advantage. I have never allowed XXXX to report this account to my profile. My report never showed Mohela on it. Prove to the government that I signed off on a loan with Mohela with my black ink signature. This is a fraudulent account and the dates lie. They said that it was reported on my report in 2012 however I have provided you proof this account never was on my credit report prior to a month ago. I demand XXXX & Mohela delete this Fraudulent account from my credit report immediately. Pursuant to 15 USC 1681b, Permissible purposes of consumer reports I never gave you any written consent to report this account on my consumer report.
|
| 11/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/23, I received an Auto Debit Withdrawal Confirmation message from MOHELA. The message stated that an automatic payment of {$360.00} would be withdrawn from my checking account on XX/XX/23. Today, XX/XX/23, I checked my bank account and the money has not been withdrawn. I checked the MOHELA website and there is no record of any payment. I am scared of defaulting on my loans which are now under repayment since their administrative forbearances have expired.
They should have originally taken my automatic payment at some point in XXXX, but they never even sent me a bill, much less take the payment. After 2 months of calling and emailing them, they finally sent me the Auto Debit Withdrawal Confirmation, but they still clearly haven't gotten organized enough to follow through. I'm tired of worrying about this issue. Before COVID, I was on auto-pay and there was never any issue.
|
| 01/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I'm concerned with my employment certification for Public Service Loan Forgiveness ( PSLF ) and eligibility for the XXXX limited waiver. I've spoken to representatives at least 5 different occasions including phone calls and chat options. Each time they've said we have received your new employment certification and it will take up to 90 days for review. After the 90 days passed in XXXX, I noticed on the Mohela website that on XX/XX/2022 they denied my new submission stating it was a duplicate. Not once during those calls with representatives did they say that they had already denied it. I called back in XXXX asking why it was denied when it was clearly not a duplicate application. The lady apologized saying that she would resubmit for processing and again it will take up to 90 days. This will be the 3rd time I've been told another 90 days even though they made the mistake twice now.
|
| 12/13/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
Hi, I am writing to request a review of a delinquency on my credit report that occurred in XX/XX/2020 at the beginning of the XXXX XXXX Pandemic. The XXXX XXXX I worked at was negatively impacted by XXXX. As a result, our office closed, then reopened with reduced hours. I was unable to make my student loan payment on time that month because my income was greatly reduced. All my other payments were on time and in good standing. I am requesting MOHELA/DEPT OF ED to remove the delinquency from my credit report. My husband, who is an XXXX XXXX service member in the XXXX, and I are in the process of buying our first home. The delinquency is preventing us from securing a residential mortgage loan. Given that many loans were eligible for deferral, please consider my request as my delinquency occurred before the XXXX related deferral programs were in place but at the onset of the pandemic.
|
| 12/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My XXXX loans were put on the SAVE plan a few months ago, meaning my monthly payment would be {$0.00}. However, I had to consolidate my loans. I did that through studentaid.gov, applied for loan consolidation and made sure that I specified that it needed to have the SAVE plan applied to it after the consolidation was done. However, when the consolidation went through, MOHELA completely deleted the SAVE plan from my account, disregarding my previously applied SAVE plan as well as the SAVE plan that should have been applied to my loans when the consolidation finished, resulting in me now accruing interest that I would not otherwise be accruing on the SAVE plan, as well as having a $ XXXX monthly payment for a loan I already got the approval for reducing with the Income-Driven Repayment plan. I attempting to contact MOHELA about this issue but have received nothing but silence back.
|
| 09/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela XXXX months, years of my paid-ahead due dates.
During my XXXX period ( through XXXX, XXXX ) I " paid ahead '' many loans by several months, even several years for most loans. Now, Mohela has wiped out those paid-ahead months and years.
For example ( see attached for XXXX and Mohela loan detail ) : XXXX XXXX XXXX ( Mohela XXXX XXXX ) XXXX Paid-up Until : XXXX, XXXX Mohela Next Payment Due : XXXX, XXXX ( just a couple weeks from now ) XXXX XXXX XXXX ( Mohela XXXX XXXX ) XXXX Paid-up Until : XXXX, XXXX Mohela Next Payment Due : XXXX, XXXX XXXX XXXX XXXX ( Mohela XXXX XXXX ) XXXX Paid-up Until : XXXX, XXXX Mohela Next Payment Due : XXXX, XXXX Result : Loan payments that should have been months or years in the future now WRONGFULLY due in a few weeks.
If a bank pulled a felony like this, i.e., erasing or ignoring loan payment due dates, that bank would lose their charter.
|
| 11/22/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Hello, My federal student loans were recently transferred to MOHELA. The problem I am having with my new student loan servicer is ( 1 ) they do not return my emails and ( 2 ) they have not updated my number of payments from XXXX to XXXX although I have submitted my documents verifying my employment with an approved public service institution over a month ago. All someone has to do is take XXXX minute to review this form and then update my account and no one has done this.
Not updating my account in a timely manner could force me to make payments unjustifiably. Also, I do not understand why no one at MOHELA has yet to respond to my emails that I sent nearly two months ago when it says you will hear back from them within 5 - 7 days?
Please help resolve these two issues I am having with this new federal loan servicer, MOHELA.
Thank you very much.
Best wishes, XXXX XXXX, XXXX.
|
| 09/28/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
Servicemember |
|
My credit report and score have derogatory negative information that has to be removed before I can apply for a job, car loan, home loan, apartment or credit card.
This negative information and accounts need to be removed from all credit bureaus, XXXX, XXXX and XXXX. Remove following accounts : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I only have the last for numbers of each credit card number, if needed will be furnished upon request. The cards were destroyed after paying off balance.
|
| 03/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX XXXX XXXX. They have erroneously denied and/or processed my XXXX application incorrectly. Mohela is not even processing my XXXX application. They are closing it as a duplicate or canceling it. There isnt a duplicate or at least an approved one so this pushes the processing time even further due to their mistake. The attached employment certification form has been sent to XXXX and MOHELA on multiple occasions with no results. The most recent form was sent in XXXX and is still processing, however since the form was sent in XXXX and XXXX and was closed with no adjustment, I do not have confidence that it will finally be processed. I've attached copies of the forms. My SSN and DOB have been redacted for my security, however they are present on the forms that were submitted to XXXX and MOHELA.
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I applied for PSLF back in XXXX, consolidated my loans in XXXX. I have heard nothing from Mohela or XXXX regarding what is going on. For the past 2 weeks since XX/XX/2022 I have been calling daily to get an update. Last week I logged a complaint with XXXX XXXX XXXX and still no answer. What is freaking me out, I put in my social and birthdate and the system tells me it can't find my PSLF paperwork.
This is worrying me as I only have until the end of XXXX to make sure that this goes through. There is no one that works that has 1 1/2 to 2 hours to wait for someone to to answer, if they ever do.
I have made over 300 payments according to my records, but have no idea what is taking so long if that is what I have since I only need 120 payments. This is their duty to help us, but they seem to have restricted our access to get the help and answers that we need to our questions.
|
| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela sent me on XXXX an Auto Debit payment Confirmation. which I believe is a Statement. The statement has a date of XXXX But this was not sent to me until XXXX
I was on REPAYE and was moved to SAVE. During this my tax filing status and number of dependents was changed from Married Filing Jointly with Three Dependents to Filing Single. This changed my payment from {$0.00} to {$370.00} a month. On XXXX I sent a message via Mohela website explaining their error and recieved a confirmation I would hear back in 3 days On Monday morning 9/25 I called and after 4 hours and three escalations I spoke with someone who understood their error. The CSR filed their error and said I would receive a response in 2 or 3 days. On XXXX Mohela withdrew the incorrect {$370.00} from my account. I messaged requesting the correct calculation and a return of my {$370.00}. I have not heard back.
|
| 10/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
With the PSLF special waiver I reached the XXXX qualifying payments required for loan forgiveness in XXXX. I consolidated my loans under the special waiver in XX/XX/XXXX. After the consolidation was complete, my payment history from XXXX XXXX XXXX disappeared. I have a detailed payment tracker from XXXX from XXXX stating I was in forbearance during that time. My loans transferred from XXXX to Mohela XX/XX/XXXX. I called Studentaid.gov ombudsman to discuss the missing history and I was told that my loan servicer has to request my loan history from the department of education. Mohela is not taking any customer service calls. I am unable to email or message them electronically either. The complete lack of information and ability to reach customer service is unacceptable. With the waiver expiring XX/XX/XXXX many are in the dark regarding their loan status, eligible payments etc.
|
| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I never requested forbearance, just wanted a lower/affordable monthly payment. Now I am concerned I will lose credit for on time payments I could have made which will extend the period to get to 120 payments for forgiveness, costing more money.
The months employed at the XXXX ( XXXX and XXXX of 2018 ) were not credited, because the XXXX never confirmed, however, if you review the provided documents ( W-2 and paystub ) it will be evident that I was in fact a full-time employee working for a qualifying employer, and therefore those two months should reflect qualified/certified periods of employment.
Regarding my auto - debit, MOHELA website states I may have to make manual payments until the auto-debit starts, however, there is no information as to what happens if I make a payment then the auto debit makes another payment for the same month. I can not afford two payments.
|
| 05/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I submitted my PSLF application to FSA over a year ago, XX/XX/2022 and I am still waiting for them to update my employer 's eligibility status from undetermined to approved. I used the PSLF help tool and submitted additional supporting documents to include a supporting letter and a copy of my employer 's articles of incorporation and bylaws as suggested. My loans have been transferred to Mohela and when I contact them regarding the status of my PSLF application, they state that they are waiting for FSA to determine my employer 's eligibility. I've been contacting FSA to get this information but they continue to transfer me back to Mohela. Both parties continue to transfer me back and forth and no one is helping to provide a status update or review the supporting documents and application that I submitted a year ago. Is it possible to get my issue escalated or resolved asap?
|
| 11/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have requested a refund of payments made to my student loan during the Covid-19 forbearance period. I am due a refund of {$2600.00}. I have contacted my student loan servicer, Mohela, several times and have received no acknowledgement nor reply.
Contact attempts : XXXX XX/XX/XXXX via Secure Message XXXX XX/XX/XXXX via Secure Message XXXX XX/XX/XXXX via Secure Message XXXX XX/XX/XXXX via USPS XXXX XX/XX/XXXX via fax XXXX XX/XX/XXXX via USPS I have received no reply to any of these contact attempts. I have received no indication that a refund is being processed. I have reviewed Mohela 's website to ensure that I am following proper procedure to request a refund. Their website simply states to " contact us '' to request a refund.
Specifically, the site says, " If you made a payment on/after XX/XX/XXXX, and would like this refunded, please contact us. '' ( https : XXXX )
|
| 05/01/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Received bad information about my loan
|
|
Web |
|
|
I began paying Student loans in XXXX XXXX. Beginning Balance was XXXX @ interest rate of 6.55 %. Have made all payments required by the U. S. Department of Education through XXXX, XXXX. At that time I was informed that my loans were transferred from XXXX to MOHELA, another U.S. Dept. of Education loan servicer. Automatic debit to my checking account has continued on the XXXX of each month to the present. I calculate that I have paid more than enough interest during this 4.5 year period to reduce my principal. Instead, MOHELA says my principal balance has increased to {$36000.00} as of XXXX/XXXX/XXXX. So while I thought my principal balance was being reduced each month, my principal balance was increase by {$4600.00}. I can not determine how this is possible from the XXXX website, or from my conversation with their HELP line. All Loans were for a degrees at XXXX in XXXX, KS
|
| 12/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XXXX, I received an email from DOE that Mohela is transitioning its to a new online account platform. The DOE email did not indicate a timeline. On XXXX, I tried logging in to the existing online account platform, but it did not let me login due to the transition process. On the same day, I called the customer service to ask them 1 ) how much I owe and 2 ) if I can make the full payment on the loan now. The customer service agent did not have information on how much I owed AND stated that I can not pay off the loan during the transition. I then asked when the transition process will be complete. He said " a couple of weeks. '' I asked him if he has a more specific timeline, and he said " a couple of weeks, maybe 3. '' He also stated that my interest will keep accruing during this time, when I have NO ACCESS to the account platform OR any INFORMATION regarding my loans.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
We have applied for an income driven repayment plan several times through the student aid federal website and Mohela 's website and it has given us a monthly payment of less than {$300.00} a month considering our dependents and my husband 's student loan amount. However, Mohela is continuing to make me pay over {$1000.00} a month and will not verify the information that we have provided. Mohela is not considering the large amount of my husband 's student loans and the multiple times we have reapplied with proof of our situation. We have spoken to representatives and they also agree that my payments should be much lower but it has not been updated nor changed at all. We think it is only fair to pay the amount according to the income driven repayment plan calculations that comes out when inputting our information manually on the studentaid.gov website and Mohela 's website.
|
| 09/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Older American |
|
I have received communication from Mohela to repay my discharged XXXX students loans effective XX/XX/2023. I don't understand why they are sending me this information if they already have the letter from the US Department of Education confirming the loans for XXXX university were all discharged. I do not want to want until I begin to have additional problems with my loans. I would like them to process the discharge immediately.
I also would like a more comprehensive listing of all payments I have paid to All servicers that have managed my XXXX University student loans. Per the discharged agreement, these payments should have been fully refundable to me. I have only receive a partial payment.
Lastly, I would like all payments paid on my son 's student loan ( XXXX ) to be evaluated and counted towards my PSLF counts. My PSLF counts need to be updated through XXXX, 2023.
|
| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I was told by Mohela my payments would resume with a monthly payment of {$570.00} on XX/XX/23, under the SAVE plan ( see attached ). Then, my account was placed on an administrative forbearance, and my monthly payment was increased without explanation to {$1000.00} on XX/XX/23, which my family and I can not afford. I submitted another Income Driven Repayment Plan Request, and now several weeks later, the payment has again changed to {$690.00} on XX/XX/23, which my family and I still can not afford. I have tried contacting Mohela by secure messaging on their website, with no response to my concern. I've tried calling them several times, and after a ~three-hour hold one day did speak with a Mohela employee, who could not provide me with an explanation. This situation is frustrating, and the loan payment uncertainty is making it difficult to make future financial decisions.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is now the servicer of my student loans that originated in XXXX. I was previously with XXXX but they don't service loans anymore.I was switched to Mohela. I am eligible and qualify for XXXX. I have been a nurse at my company for over XXXX years. They have not updated any of my previous payments. When I log on to my account it still says my employer hasn't been verified when I have sent in paperwork 5 times. I qualify for XXXX and they are not counting any previous payments I have made on student loans for XXXX years. I have consolidated as I was advised to do and now they are billing me for a loan balance that is not reflecting any previous payments.
I have attempted to call Mohela for the past XXXX weeks. I can't get anyone to pick up, I am on hold for hours while I am trying to work as a nurse. I need assistance in dealing with Mohela.
Thank you, XXXX XXXX
|
| 09/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XXXX was transferred to Mohela. I contacted mohela XX/XX/XXXXXXXX to request a refund of loan payments made from XX/XX/XXXXXXXX through XX/XX/XXXX. I received the payments made through mohela on XX/XX/XXXX. I was told because my other payments were made through XXXX XXXX, it could take 4 months to get my past payments. I continued to call and check in as my refund never came. I was told in XX/XX/XXXXXXXX that my refund would be issued no later than XX/XX/XXXX. When this date lapsed and I still did not have my refund of {$38000.00}, I called mohela and they could not give me an expected date and told me to just call back in a few weeks. In the interim, despite not receiving my refund, mohela re-added the XXXX to my loan total. I believe they did not submit the refund requests on time as originally requested. As of XX/XX/XXXX I have not received my loan payment refund.
|
| 10/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loan was with XXXX XXXX and I asked why it wasnt updating the payment counts with the expanded forgiveness program they said they would before transfer and did not. I have tried numerous times to call mohela who the loan is with now and you can not talk to an agent. The 1st i talked to an agent about my loans the amount of processing went from 10 days to 3 months in that phone conversation. They could not tell me if all my paperwork with transfer with the loan like my pslf certification paperwork. Since the loan has uploaded in the system it still has not uploaded the payment counts with the expanded pslf and Ive spend hours upon hours on hold waiting to talk to an agent and it never happens. I want the payment counts with the expanded pslf payment program updated before the program ends this month and information on when will updated but you can not talk to anyone.
|
| 03/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I've been having tons of issues dealing with Mohela for the PSLF loan forgiveness. I've submitted multiple forms, W2s, and other related documents they asked me for to still say it's not correct. I've been put on hold for a manager for over 2 hours. They need to be federally investigated because obviously they're playing with students livelihood. If they're not going to service students accurately and give the right information then they need to give it to another provider who makes sure to give us the right information and actually follow up with correspondence. They do not say anything to us and we get no where when we call them. I hope you can help me.
All my pslf count is incorrect and I've been trying to get this fixed since XX/XX/XXXX.
After being on hold for 2 hours and 15 minutes after I was promised a manager it hung up. All of this happened in XX/XX/XXXX
|
| 05/26/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
This is illegal I will take that XXXX XXXX dollar settlement and recover the damages legally on my own. I do authorize to the highest authorities the damages and expect the criminals and illegal companies/adoption agencies/security that staged this attack to be held accountable. You can contact the FBI for further dispute. I expect to be fully unassociated with all damages after the year of 2012. I expect to have a 740+ credit score all around with perfect bill payer history and to be debt free, I also expect to be unassociated with all crime and or criminals to freshly continue my life without illegal unauthorized burden, my mortgage is hereby destroyed I expect it to be fixed eventually. XXXX XXXX, new DL, new last name, will double XXXX XXXX XXXX
God bless America, Thank you for your continued service Happy Memorial Day Best Regards, XXXX XXXX ( XXXX ) XXXX - XXXX
|
| 02/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
|
|
|
Web |
Older American |
|
I recently applied for home loan with XXXX XXXX who had problem approve me for home loan. Because MOHELA U.S. Department of Education has me owing them {$79000.00} Student Loan was granted College Degree in Music Major. Who only receive two student loan in the amount of {$5000.00} in two student loan. I feel I'm being taking advantage of because my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Back doing XXXX. I stop going to college because had kids to support. So I took any kind of job to support my kids. To prevent them from being poverties. Because I grew up poverty by single mom with XXXX children without dad being presence in the home. I want to presume music career through college. Who had problem with system support my music career. It wrong to report someone owe {$79000.00} to credit bureaus owing {$79000.00} student loans. Who didn't graduate with college degree.
|
| 10/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/23, I called Mohela in order to prepare for my first payment on XX/XX/23. I called after receiving emails XXXX I would possibly have to manually pay a portion of my loans. The total amount due for XX/XX/23 was {$700.00}. It was not made apparent through emails what amount I needed to pay manually so I called on XX/XX/23. I spoke to a representative to confirm what amount will be auto debited and was told XXXX {$620.00} would be auto debited as scheduled on XX/XX/23 and I have to manually pay {$75.00} in order to make up the difference of the final due amount of {$700.00}.
As of XX/XX/23, I have an overdue balance of {$620.00} which is accumulating interest daily. I would like to submit a complaint and have any additional interest or future damages to my credit reversed as I was assured XXXX the total amount would be confirmed to be paid marked on XX/XX/23.
|
| 09/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I received a notification on XX/XX/23 dated XX/XX/23 from MOHELA stating that my student loans were placed in administrative forbearance from XX/XX/23 through XX/XX/23. I did not request this forbearance and was not provided any additional information as to why or how this forbearance would affect my loan repayment. I requested that this forbearance be removed from my account such that my loans re-enter repayment status as I intended and that my payments continue to count towards XXXX. MOHELA has not responded to my message nor have they removed this forbearance. Communication from MOHELA has been extremely poor, with the rare communication that has occurred being delayed by several weeks, outdated information, or complete lack of information. MOHELAs decisions and errors directly affect my loan repayment as well as XXXX eligibility, and have been highly frustrating.
|
| 06/22/2017 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Dealing with MOHELA, the servicer of XXXX student loans. I have 2 student loans currently serviced by MOHELA. I signed up for auto-draft with the first loan. When my second loan began to be serviced by MOHELA the auto-draft did not update to include the second loan, nor is there an option online to include the second loan in the auto-draft. To make a payment, which is now late, I can only make individual payments at the loan level which is also confusing since my summary page shows only a snapshot of loan # 1 and thus makes it look like I have no overdue amount or payment due. I 've called the company multiple times and was informed that the only way I can sign up the second loan for auto-draft is to call the company and ask them to send me an additional form, which is not made available online. After calling and requesting this form 3 times I have yet to receive it.
|
| 12/13/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Mohela reported an inaccurate late payment on XX/XX/XXXX to the credit bureaus which made my XXXX XXXX drop XXXX points. I have been enrolled in graduate school since XX/XX/XXXX at Indiana University XXXX. XXXX submitted deferment papers verifying that I am enrolled in school. I contacted Mohela to confirm that the deferment was recieved on XX/XX/XXXX and was told that it was recieved on time. I asked why did the report a late payment to the credit bureau and the lady I spoke with said that it was incorrect and that I must file a complaint. I made XXXX attempts to speak with the office that handles credit complaints and the call was disconnected both times. I am very devasted by this injustice because I just fulfilled the requirements to be successfully XXXX from a XXXX XXXX XXXX and am establishing my credit. This inaccurate reporting has hurt me significantly.
|
| 09/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I submitted an application to change from XXXX plan to SAVE plan. I have been on XXXX since XXXX. I submitted an application to switch plans and included my income verification. This was XX/XX/XXXX. On XXXX XXXX, MOHELA denied my application stating I did not include income verification, which I did through the student aid website. The big issue is MOHELA took me off my original IDR plan, XXXX and placed me on Standard Plan with no explanation. I am in the PSLF program and I have 3 years left. I need to be on an IDR plan to qualify and theres no reason why I should have been taken off XXXX and moved the standard if my SAVE plan change was requested.
I tried reaching out via calling and sending message on XXXX XXXX. I have not been able to get ahold of a representative.
I need MOHELA to contact me back to fix my plan issue and verify how much I owe XX/XX/XXXX.
|
| 06/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have been in the pslf program for years. Recently with the new limited waiver, I was able to have my payment counts update closer to forgiveness. I am now faced with them not looking into why some gaps are missing in my payment counts, as well as an ineligible payment listed that was covered by the limited waiver. I get a different answer why my account isnt being looked into every time I call. I am being told wrong information about my account. This lack of professional is leaving me with 4 months short of forgiveness close to when the payment pause will end. I have taught at a public school for almost 12 years. I know Ive qualified for well over my XXXX counts. I am a single mom of XXXX and will have {$900.00} a month in student loan payments when the payment pause ends if my account isnt updated in time. I am looking for some help, and mohela is giving none.
|
| 12/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Good Afternoon, Several months ago my federal student loan provider was changed from XXXX to MOHELA, according to related federal action. All had seemingly gone well until XX/XX/2022. At this time I received notice that Mohela had placed a credit limit on my student loan account. Worse yet, they placed a credit limit on my account that was less than the balance, making it appear as I had exceeded my limit. My credit report took an immediate XXXX % hit across several accounts at a time when I was considering buying property. I have contacted them by phone and by email, with no response for several weeks. I would greatly appreciate it if you could look into this, because the credit limit does not make sense with this type of credit, and the obviously low amount reported to the credit agencies is damaging to my credit reputation. Thank you.
Respectfully, XXXX XXXX
|
| 12/12/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
This letter is a formal complaint that you are reporting inaccurate and incomplete credit information.
According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. Otherwise anyone paying for your reporting services could fax, mail or email in a fraudulent account.
I demand to see verifiable proof ( i.e. : an original consumer contract with my signature on it ) that you have on file for the account listed in the document attached.
Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the FCRA, unverifiable accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the account listed below.
|
| 07/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
|
|
While trying to enter the XXXX XXXX XXXX XXXX program, I was denied because of loans taken out, as I later discovered on my record, from XXXX.
I was able to figure out these were from XXXX University. My year of XXXX is XXXX, so I know I didn't take these out. They are in default, and the agencies that held them last on record are no longer in business, and I can not contact them.
While I eventually went to college myself, it was hard in XXXX to obtain a loan, and I believe this may be the reason. Despite keeping track of or credit, my credit has always been low, and I have not been able to purchase a house either, but the main thing for me is to get this cleared up ASAP. I have contacted the Department of Education on the matter, but after talking with XXXX about it, they suggested contacting you because there may be years of abuse of my personal information.
|
| 01/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello, Listen, I need your help!! My name is XXXX XXXX, I have serious concerns regarding MOHELA 's handling of my student loans. Back in XX/XX/2022, I filed a XXXX form with XXXX qualifying payments so that my loans could be considered for forgiveness, however, for whatever reason it remains in pending status. After about XXXX XXXX I received a formal results letter in mail that was inaccurate and showed me short of XXXX XXXX, for a total of XXXX qualifying payments. I called the loan servicer and they mentioned that the form remained in pending status ( their website refers to a typical review timeframe of 90 days, I submitted months ago back in XX/XX/2022, with no results ). I have called several times but they refuse to take action! The representatives do not make any effort to assist or provide a timeframe to begin the process of having my loans forgiven.
|
| 10/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I made payments to my direct loans with Mohela during the Payment Pause period starting on XX/XX/XXXX. I called my loan servicer and was informed that I am eligible for a refund for all payments that were made during the Payment Pause period. I was told that the process will take 60 days or more but most likely the latter. I am also eligible for the One-time Federal Student Loan Debt Relief and was told by my servicer that the refund I am eligible to receive will reinstate the loan balance that was paid during the Payment Pause period. However, the loan servicer could not provide any confirmation that my refund has been confirmed either via email or confirmation number. They could not provide any information that my reinstated loan balance, after the refund has been dispersed, would be forgiven prior to the end of the extended Payment Pause date on XX/XX/XXXX.
|
| 08/26/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have requested a refund of all payments made during the COVID-19 pandemic forbearance. Thus far, I have received a small portion of payments made.
I have multiple attempts to contact MOHELA regarding this. I am unable to get ahold of anyone my telephone and have received no response through the web messenger.
The only response I have received is that XXXX XXXX has to process the request as my account was transferred from them. I have contacted XXXX XXXX and they have said that all inquiries must be directed to you.
I am again requesting a full refund of all payments made to both MOHELA and XXXX XXXX during the COVID-19 pandemic forbearance. Respectfully, I demand that MOHELA fulfills its new responsibilities as the servicer of this loan, and properly coordinates with XXXX XXXX to expeditiously facilitate the processing of this request as soon as possible.
|
| 06/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I applied and had payment counts. I was told to combine my other loans which for some reason were not combined by XXXX.
Mohela told me XXXX of my XXXX schools did not count and gave XXXX counts. It shows XXXX count in the website and I had way more prior to this consolidation. Also, I can not find my original payment information anywhere. Had access to all of that when I was with XXXX.
I am not getting clear information and am currently in the phone with a trainee who is very dismissive, keeps me on hold so I can not talk to someone who is more experienced, and is giving me wrong information. Prior to consolidation of my formerly consolidated loanseverything was clear. Now theyre telling me XXXX. I can not get any straight information. I can not even see my original counts and am told I barely gave any when Ive been paying on these for almost 20 years!!!!
|
| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
My student loan balance PRIOR to receiving any refunds was {$8600.00}. I then received a letter from Mohela stating I received a total of {$18000.00} in refunds, & now my current student loan balance says I owe {$30000.00}. This is an incorrect balance. {$8700.00} plus {$18000.00} = XXXX. NOT {$30000.00}! I have tried to fix the issue via phone with Mohela few times without success. I spoke with supervisor XXXX, who said she sees the discrepancy in the balance & would reach out to another dept & call me when she hears back with corrected info. She called me the next week without any new information & said she still sees the discrepancy but will have to send to accounting to fix. My credit score has been negatively impacted by this discrepancy in my total loan balance. I haven't heard anything else regarding Mohela correcting the error. My balance is INCORRECT
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My loan was place in forbearance without me asking after 5+ hours on hold I finally get to a supervisor who removes the forbearance. I then ask why my loan payment increased XXXX $ when I was told it wouldn't I received three different letters in two weeks all with different repayment amounts. They inform me there is a known error in the SAVE recalculated payments. I was asked for my XXXX tax information and I was informed my repayment should be about XXXX $ not $ XXXX. I was told that the recalculated amount wouldn't be ready for my XX/XX/XXXX payment and they could place me in forbearance again. I said no to forbearance if my new payment would be ready by the next payment due date. The date is coming up and the new payment amount isn't applied. I don't have time to waste a day on hold for Mohela to do their job. I paid the XXXX and will not do this again.
|
| 08/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
Older American |
|
Submitted PSLF application in XX/XX/XXXX and was told I needed to make 84 more payments. Resubmitted application in XX/XX/XXXX and was then told I needed to make 36 payments. I have worked full-time for a XXXX for almost 15 years XXXX through XXXX and only needed to work for 10 years to receive forgiveness for my loans in the PSLF. I requested help with XXXX and they recommended I submit a reconsideration which was submitted on XX/XX/XXXX.
XX/XX/XXXX - Completed reconsideration of PSLF with XXXX XXXX XXXXXXXX.
Since this time, I have had no communication regarding the forgiveness of this loan or the receipt of the reconsideration. I have also applied for the SAVE program since waiting for a determination since I am currently unemployed.
I contacted XXXX once again for help and they gave me this option to file a complaint about Mohela and Student Aid.gov
|
| 10/20/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loan is with XXXX. It is a federal XXXX XXXX that the federal govt sold to XXXX XXXX and then to XXXX. Now Im trying to apply for the XXXX XXXX XXXX XXXX. Their servicer is now Mohela. They are a big problem. You spend hours on hold. They lost at least one application, the 2nd wasnt legible due tio theyre ink from their fax machine. No way to send online if servicer is through XXXX, I had to finally send a 3 application through the mail. Now they are telling me the 90 days to process starts all over again when the issue is them! XXXX is another issue and they are also apparently holding up the process. Ive been paying on my loans for way more than 10 years, at least 15. Im now also paying on my daughters student loans, if this tells you anything, Im very frustrated with the process. Ive been in public service for many years and am just in need for relief.
|
| 02/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loan servicer is Mohela. On XX/XX/XXXX, I submitted a Public Service Loan Forgiveness Certification & Application which should have resulted in the forgiveness of my student loans. I was at XXXX qualifying payments for Public Service Loan Forgiveness but had qualifying payments for XX/XX/XXXX to XX/XX/XXXX that had not yet been counted. These payments would bring my total to more than XXXX qualifying payments. I have worked for the same non-profit employer since XX/XX/XXXX. However, Mohela processed my application without counting any payments from XX/XX/XXXX to XX/XX/XXXX and my count was updated to XXXX and XXXX qualifying payments. I contacted Mohela and all they could do was resubmit the same form and tell me to wait another 90 business days for the form to ( hopefully ) process accurately. This error is keeping me from being able to purchase a home.
|
| 02/10/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
When the rules changed on the public service loan forgiveness program which I was previously not eligible for, I submitted the paperwork for my 17 year public service career to have loans forgiven and possible refund of overpayment. My loans were previously serviced by a private servicer ( XXXX XXXX XXXX ). All along the way, I was toldk that any overpayments beyond the 120 I had made would be eligibile for reimbursement. I even submitte additional paperwork for a previous position faxed addtional info at my expense to include this position even though my current fullfilled the 120 payment/10 year threshold. Multiple times I was told that I should be in line for a refund of overpayment ( approx. XXXX XXXX ). Just today I learned that because I paid a private servicer for the 10+ years, I am not eligible for a refund. I was told wrong info all along the way.
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
|
|
I submitted an application for XXXX and was estimated on the application to be paying {$460.00}, which was my payment amount previously but my loans were removed from that and switched to XXXX according to MOHELA 's website. based on mine and my husband 's Adjusted Gross Income of $ XXXX is accurate. On XX/XX/XXXX I got a notice from MOHELA stating I was approved for XXXX in the amount of {$1100.00}. This amount is nowhere near the estimate and is not accurate based on my income. I was also laid off at the end of XX/XX/2023 and without a job until XX/XX/2023. I also had to take a $ XXXX pay-cut. My payment should be 10 % of my discretionary income. I called MOHELA and spent two hours on hold just to be told they needed to transfer me. After another 45 minutes where the representative didn't even check back with me once, I ended the call with no resolution.
|
| 05/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I consolidated my subsidized and unsubsidized loans in XXXX and XXXX. I believe I was under XXXX at that time. My consolidation went through and I was placed on an XXXX because I was working in XXXX XXXX
This year, I reached XXXX out of XXXX payments on my unsubsidized and subsidized loans. I contacted Mohela because my loans all have different counts. Mohela stated that all of them were different loans so the counts wouldn't be updated. I was a little confused because I consolidated.
Last week, I contacted Student Aid.gov because it didn't feel right. Student Aid.gov said they see my processed consolidation loan applications and that XXXX didn't mark some of loans as paid in full through consolidation. They instructed me to contact Mohela and have them update the database. Mohela stated that they just administer the loans, they don't make corrections.
|
| 12/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
My complaint is with the US Department of Education, XXXX and Mohela -- I have been actively working to qualify for XXXX since XX/XX/2022 ( after working full time for the XXXX for over XXXX XXXX ). I have qualified finally after loan consolidation with Mohela, verification of a valid employer ( XXXX XXXX XXXX XXXX XXXX XXXX and making over XXXX qualifying payments. My application for XXXX forgiveness now resides at the US Department of Education for final decision as of XX/XX/XXXX. Neither Mohela nor Federal Student Aid can verify the status of this decision and an agent at XXXX said that the division aXXXX XXXX XXXX does not accept incoming calls. XXXX stated that the process can take up to XXXX business days ( XXXX months ) -- this is unacceptable. I am an employee of both the XXXX and XXXX and this is unacceptable customer service. Please remediate.
|
| 10/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I requested a refund in XXXX of payments made on my federal student loans during the XXXX payment pause in according to the Cares Act. The majority of these payments were made to XXXX and the loans were moved to be serviced by Mohela. Mohela says they have processed the request and the balance has shown up on my account with them and is now accruing interest. The Mohela representative said the Dept of Education and the Treasury would be responsible to figure out the payments made to XXXX and that I should recieve the refund within 60 days. It is over 60 days and Mohela is unable to provide me any information but they have increased my balance and it is accumulating interest but I have yet to be refunded. I am being charged for interest on money I have paid and refund has not yet been issued. Where is the refund? I can not identify anyone who can help me.
|
| 10/18/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
My loans were completely forgiven through the IDR adjustment on XX/XX/XXXX. MOHELA sent me a letter on this date to that effect, and both my MOHELA and studentaid.gov accounts show a {$0.00} balance as of that date.
I filed disputes with all three credit bureaus on XX/XX/XXXX, as I was not seeing any movement of the {$260000.00} balance on my credit report and I am trying to buy a home in the near future.
However on XX/XX/XXXX, I received notices from all three credit bureaus saying that MOHELA had affirmed the debt, the information had been verified, and my disputes were closed.
I am dumbfounded. It has now been two months since my loans were forgiven, and theres no reason anyone at MOHELA should be telling anyone anywhere that I owe them XXXX, much less {$260000.00}. How can it be legal for a representative of the government to lie on its behalf?
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I spoke Mohela XX/XX/2023 in regards to my new XXXX payments being recalculated as too high. They allowed me self certify over the phone, I even had an amount of ~ {$900.00} which was close to my original loan payment - and then they said in 5 business days my account will be updated to reflect that.
I logged in and payments were around {$300.00} ( not {$900.00} that Mohela had determined on our previous call ). I have 13 loans and only 3 of the 13 are in repayment status. I am not sure why the other 10 are placed in forbearance. I do not want them to be in forbearance status as I am enrolled in PSLF and do not want to miss a month for repaying.
Not to mention I called their customer service with over XXXX minute wait time. This is not fair that we are getting penalized due to the inadequacies at Mohela. I need my account to reflect repayment status.
|
| 01/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
This is the 2nd complaint I am filing against Mohela because the first complaint did not address my concerns whatsoever.
Mohela literally said " you have zero payments towards PSLF. '' However, that is not true. They say they are waiting on Federal Student Aid to provide them payment counts ; however, anytime I chat FSA on XXXX the Dept. of Education refers me to Mohela and says only they can provide it.
There is a back-and-forth between the US dept. of ed and Mohela that is absolutely flawed and detrimentally impacting me. I should have reached loan forgiveness already, and now I am having to wait an untold number of weeks or months to have that loan forgiveness completed, and thus my credit score is impacted.
I will continue to submit complaints until my payment counts are updated in a timely manner. Timely manner is a matter of days, not months.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
In XXXX of XXXX, I contacted Mohela to change my student loan due date. There was no option to do so online so I was told I had to call in.
After calling in I requested a due date of the XXXX or XXXX of the month, much earlier than my current date of thr XXXX of the month. I was told it was in process.
It has been over 2 months now and my due date has not changed. I called in XXXX and was told to suspend my auto pay which resulted in me being charged a higher interest fee. They said this would help expedite the request. My due date still did not change.
I've called back repeatedly and am just told " it's still in process ''. This change has taken almost 3 months and has borne a financial cost on me directly attributable to Mohela and their delays and informing me to suspend my auto pay.
I would like Mohela see this matter resolved expeditiously.
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I made a payment to the US Department of Education on XXXX, XXXX XXXX in the amount of {$5000.00}. I continually checked my loan account and even after a month had passed the payment was never applied to my loan. I have contacted my bank to have them issue stop payment however the payment had already been cashed and they were unable to get the payment returned. After multiple attempts at contacting the US Department of Education and the loan servicer MOHELA they informed me that the payment was never received and to contact one another to figure out where the payment went. Each told me the payment was sent to the wrong address. If this was truly the case then how was the payment cashed and taken out of my bank account? The US Department of Education has stolen my loan payment and refuses to issue a refund or appropriate the payment to my loan balance.
|
| 09/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I filed for temporary PSLF in XX/XX/XXXX. Mohela picked up my loans in XX/XX/XXXX and counts stopped in XX/XX/XXXX. My payments from XX/XX/XXXX through XX/XX/XXXX were missing. I tried numerous times to ask them to recount and they didn't. Finally on XX/XX/XXXX, I was able to speak with a supervisor. She stated they were 'just missing like no payments were made. '' However, I made payments in those 4 years. I had automatic deductions from my bank account. She then left me a message on XX/XX/XXXX stating that she submitted an 'escalated spreadsheet to FFA XXXX on XXXX XXXX XXXX XXXX and to 'allow for about 30-60 business days for any adjustments. ' I called couple of weeks ago and the supervisor would not speak with me but relayed a message through a rep that they hadn't received anything. I checked my counts today, XX/XX/XXXX and nothing has changed.
|
| 08/30/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Over the past 11 years, while working at XXXX XXXX XXXX, I have inquired with Mohela, my student loan servicer, about consolidating my FFEL loans into direct loans which would qualify me for public service loan forgiveness. I inquired several times over the course of the past 11 years and they have consistently made it very clear that it was an impossibility to consolidate my loans to direct loans because my loans are FFEL. I called Mohela yesterday just to see if they are still telling people this false information, and they did tell me I could not consolidate my direct loans to direct loans in order to gain public service forgiveness, which I 've recently found is false. After I told them I had spoken with XXXX XXXX XXXX XXXX, they then said they do n't make those types of decisions and they are sorry I 've been misinformed for all of these years.
|
| 09/08/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
Older American |
|
I have been paying my daughter 's student loans for the past 20 years and I have never been missing a payment. Throughout the years I received notifications of the loan being sold to various service industries. The original loan amount was $ XXXX and change and after 20 years, the balance is $ XXXX and change. This is not right and I would like the consumer affair to conduct an investigation into the US Department of Education and its servicing industries.
My daughter attended the University XXXX from XX/XX/XXXX to XX/XX/XXXX, I started repaying her loans immediately after. I am barely making ends meet, near the end of my life and do not think I will be able to payoff this loan, however, the number of payment I have so far made is double the original amount and I would really need an investigation to be made into the manner loans are being managed.
|
| 07/22/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
|
|
Web |
|
|
Hello, I currently have my Federal Student Loans serviced by Mohela. I attented to set up a recurring auto-debit set up, whereby I would have an additional amount withdrawn every month. I wanted the additional recurring to go to a specific loan, rather than be spread across all my loans. However, I called them and they explained they do not have that option available. They said I would have to pay manually every month if I wanted my additional payments targeted. Given that they are a federal loan servicer, I find that they do not have this option to be ridiculous, and purposefully unfair to consumers. This is a policy put in place for the purpose of extracting additional interest. A consumer should have the option to direct where his additional recurring payments go, especially with the servicer pulling out all the stops to ensure we use auto-debit.
|
| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
I sent numerous written correspondence and submitted a receipt of payment. XXXX has violated my rights under the terms and conditions they granted me at the time of the account opening. The credit reporting agencies violated my right 's as well. According to 15 USC 6505 - 8 Not only was my right to opt out violated, but my right according to 15 USC 6802-5 with respect to obligation with respect to disclosures of personal information was violet also. According to The Family and Education Privacy Act of 1974 all of rights have been trampled. I sent a letter to which I did not receive any type of response as to the status of my account and why my account does not show accurate account information. They are also in direct violation of The Education and privacy act which said the school would not provide transaction history to any third party companies.
|
| 05/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/2022 I reached out to Mohela to get a refund of the payments I made during the Covid student loan payment pause. At the time of my payments my account was with XXXX, however the loan has since been transferred to Mohela. Unfortunately I do not have documentation of each payment now that I can no longer access it on the XXXX website, but the total is over {$4000.00}. Upon my first call Mohela gave me a figure that matched my own calculations. Mohela originally quoted that I would receive the refund in 4-6 weeks. When that didnt happen I called back and was quoted 90 days. When that didnt happen I called again and was told there were no updates or an approximate timeline. When I called today the call was immediately disconnected ( 5 times ) after I stated the purpose of my call. I have never been contacted by Mohela in regards to this issue.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
As the repayment period approached, I applied for the XXXX program, which I am confident I'm eligible for. I have been unemployed for over two years, and my disability claim is still pending. My family relies on XXXX and XXXX XXXX for basic needs, but XXXX denies my application for the program. I have applied twice, and both times, they rejected it due to a lack of income verification. However, I have provided all the necessary documents, including my XXXX most recent tax returns, to prove my eligibility.
I've been contacting the Department of Education, but all they send are generic emails containing tutorials, applications, or instructions to contact XXXX. I need help getting XXXX to explain what other information they need from me or why they are not allowing me to participate in the XXXX program. It feels like I'm being misled and scammed.
|
| 12/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I graduated from XXXX XXXX in XX/XX/2021, and like many of my classmates began working in the Fall, in XX/XX/2021. I work for a XXXX XXXX. I applied for public service loan forgiveness certification. I have XXXX XXXX and XXXX XXXX loans. I was told that my public service for XX/XX/2021 and XX/XX/2021 would not count towards XXXX for 3 of my 6 loans. Mohela told me this was because those loans were in in-school deferment until XX/XX/2021. The loans were also in temporary forbearance under the Department of Education policy due to XXXX, so no one thought it would matter whether the loans were technically in forbearance or deferment. It also seems odd that only some loans were in in-school deferment until XXXX and not others. I think we should get credit for any public service regardless of whether I'm in temporary forbearance or in-school deferment.
|
| 01/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
After my loans were transferred from XXXX XXXX to Mohela I contacted Mohela to inquire if they had everything needed, as XXXX XXXX informed me in XXXX that my employers were certified for for XXXX then they notified me that they weren't. I had the needed employer sign form and resubmitted on XX/XX/22. I know that both employers are eligible I spoke with Mohela in XXXX to ensure they had what was needed. I was told that I had " all my ducks in a row '' and to wait to hear from them in early XXXX. In mid XXXX I reached out to a representative and was told that it looked like my application was hung up and submitted for it to be reviewed again and it could take another 90 business days. I asked why that didn't occur when I spoke with representatives during the summer and fall. She said she didn't know and that she couldn't do anything else to assist
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Payments resumed following the end of the COVID payment pause in XX/XX/2023. I was notified in my account of a payment due and paid on XX/XX/2023 and XX/XX/2023. I am still seeing a payment due on XX/XX/2023.
However, not once since payments resumed, have I received an actual billing statement. I have not at any time received any formal notification of a bill due, just a " payment due date '' in my account. MOHELA is legally required to provide a billing statement at least 21 days in advance of my billing due date, but I have received none.
This is a widespread issue, I know. Many who were impacted received an administrative forbearance for the months that this happened ( XXXX - XX/XX/2023 ). However, my account remains in repayment and my bills remained due, even though I was impacted by MOHELA 's failure to provide timely billing statements.
|
| 10/26/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Received bad information about my loan
|
|
Web |
|
|
I have XXXX student loan from loan servicer Mohela. The loan was disbursed in XXXX disbursements. In XXXX 2016, Mohela reported to the XXXX credit bureaus that I was 60 days late on XXXX loans when in reality there was only XXXX loan. This is causing a negative impact on my credit score. Not to mention that the forebearance paperwork that was submitted in XXXX 2016 was back dated to include XXXX 2016 payment.
I am a hard-working single mother, and a veteran of the XXXX who is striving to provide for my XXXX young sons. I can not afford the financial impact that Mohela 's erroneous negative reporting is having on my everyday life. I can not afford adequate transportation or housing without outrageous interest rates because it looks like I have XXXX student loan delinquencies in XXXX 2016, instead of XXXX.
Please help me rectify this situation.
|
| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Mohela has been horrible to work with. First, my Spousal Consolidation loan should be discharged. I am still having to make payments, although currently I am in forbearance.
Second - I have worked with them on the following dates to set up Income Contingent Repayment plans : XX/XX/ - dealt with XXXX and XXXX - stated Spousal Consolidation " should be discharged here soon. '' In addition, set up the ICR plan for my remaining loans.
XX/XX/ - transferred from CSR XXXX to XXXX XXXX XXXX XXXX DID send me the form showing the ICR payment - I signed and returned. They denied ICR plan because they said I didn't submit the information. I just submitted the form AGAIN on XXXX XXXX XXXX
I qualify for PSLF. HOWEVER, I can not make my payments unless they are at the lower amount. Mohela keeps stating I never submitted the form they helped me complete!
|
| 07/01/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
XX/XX/2023 I filed a disputed through XXXX in reference to an account that has been placed on my credit account with out my authorization.
I also informed XXXX that this debt or loan agency I did not authorize and that It was not mines.
XXXX did send me a letter stating that this information is accurate which it is not.
I have also filed another dispute in reference to this account that I did not authorize, MOHELA dept today. Date of XX/XX/2023 I, XXXX XXXX XXXX certify that I served my complaint documents to the appropriate addressee by depositing the same in the United States with proper postage prepaid and properly addresses or by email in accordance with the Administrative Procedure Act, 5 ILCS 100/10-25, Section 10-75, on XX/XX/2023 Thank you, Best and kind regards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX ( XXXX ) XXXX
|
| 09/13/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
Called MOHELA XX/XX/29 asking for a reinstatement of my loan, and asking to initiate a refund since I have made payments during the Covid-19 pause to eventually pay off my loan.
The first agent said we cant do anything about it since your loan is paid off which I knew wasnt true based on other people in my shoes and their experiences. This was after a 15 minute hold.
Then called immediately after as things didnt feel right. The next agent said we can submit this request now absolutely. She read exactly which payments I made that would be refunded. Then, she gave me a 7 day wait time for the loans to be reinstated and up to XXXX for the refunds to be processed to my bank account. It has been 15 days and my loan still isnt reinstated.
Time is sensitive as the application portal will open soon and the loans need to be reinstated by then.
|
| 01/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Mohela has been reporting that I have not paid my student loan and that it has been late.
Legally and federally all student loans have been on pause since XX/XX/XXXX and do not resume until XX/XX/XXXX.
Student loan forbearance is the temporary suspension or reduction of student loan payments. During a forbearance period, you're not required to pay anything toward the principal on your student loans. Interest can continue to accrue on your loans and be capitalized or added to your balance at the end of the forbearance period.
I am requesting that Mohela corrects this mistake immediately.
I am also requesting that the consumer reporting agency examine the disputed information, which legally should be done within 30 days. If the inaccurate information can not be verified, the consumer reporting agency has a responsibility to remove it.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
|
|
Earlier this spring, I went through the process of loan forgiveness via PSLF program. My federal loan was noted as having a XXXX balance as of XX/XX/2023 after completing the program requirements. I received a letter stating as such. I have been trying to contact MOHELA since late summer to present date, regarding my credit report. My credit report still list the full balance of {$110000.00} due MOHELA. Each time I try and reach out to this company, I am unable to get a representative on the phone, despite remaining on hold for up to two hours per phone call. I have tried several times a week starting at the end of XX/XX/2023. I have also sent messages through the email portal which have remained unanswered. I would like to get this balance noted as paid in full or removed from my credit report. It is now negatively affecting my credit.
|
| 05/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I applied for public loan forgiveness for working in a XXXX XXXX XXXX but Mohela, the loan servicing company says I do not qualify because I do not have 120 payments. Over 4 years ago the loan service provider changed and not because of a request I made. This was not voluntary and I even disagreed.
Because of the change I only have a few years of payments with Mohela but for the life of the loan, I definitely have more than 120 if you factor in the qualifying payments I made to the previous company as well. The law for public loan forgiveness says 120 payments and does not say per loan servicing company. I would agree with Mohela if I choose to move the loan but I did not.
I hope that Mohela reconsiders the decision and allow payments made to the previous loan company so I approved for the public loan forgiveness program, thank you.
|
| 12/23/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I have PSLF and TEPSLF. I have reached 120 payments and accounts should show as paid in full. My employer certified my most recent months of employment and Mohela only applied 2 months. Mohela didn't apply XXXX and XXXX in an effort to prevent me from reaching 120 payments. They purposely placed me in a forbearance when I didn't check the box to be placed in forbearance. I contacted Mohela and they advised me I was in repayment however the representative provided false information that I was going to receive a letter that i reached 120 payments. I never received said letter and the only letter I received was that I had 118 payments and 2 didn't qualify. This is unfair and unjust because they are not applying the payments. My payments are {$0.00}. lease update my account status to paid in full so my true account status can be reflected.
|
| 06/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela refuses to forgive the remainder of my student loan under the TEPSLF ( Temporary Expanded PSLF ) and has ignored repeated attempts to resolve the issue. I have met all requirements for loan forgiveness and have been waiting since XX/XX/XXXX for forgiveness.
I have been waiting over 16 months for forgiveness and discharge of the remaining loan, but no updates have been made to my Qualifying Payment Count since XX/XX/XXXX ( one year ago ). I have only been credited with XXXX Qualifying Payments ( of the required XXXX ) even though I have made XXXX full, on-time payments since XX/XX/XXXX.
I have contacted Mohela via phone or portal email to try to resolve the issue on these dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I also filed a complaint with Federal Student Aid on XX/XX/XXXX.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Balance increasd in XXXX XXXX XXXX .COVID POLICY had forbidden MOHELA to collect /froze pmts..Balance increase for essentially a XX/XX/XXXXXXXX pmt. when Pmts. start XXXX XX/XX/XXXX. Main Issue is that MOHELA did not fwd to Credit Bureau .a footnote ( that all due to ) to Mohelas unpreparedness on matter difference between restarting loans and any balance increase not borrowers fault ( nor late ) if pmts start in XX/XX/XXXX. As such a footnote/waiver to when is a pmt, restarts and balance increasing due to U.S. GOVT saying pmts restart in XXXXXXXX .No billing statement sent ( XXXX % mumbo jumbo ) for XXXX XXXX Made Payment on or XX/XX/XXXX. On XX/XX/XXXXXXXX ... 15 DAYS AFTER MY PMT.THEY SEND NEGAITIVE STATEMENT to credit bureau with XXXX reort that pmt made on XXXX = balance decrease compoundwed with COVID POLICY on student loans
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am enrolled in the PSLF/ TEPSLF teacher loan forgiveness program.
Mohela is my loan servicer.
I have provided documentation that I have taught in an authorized teaching position since XX/XX/XXXX. I should have received forgiveness in XX/XX/XXXX.
There are 2 years missing in their payment counts ; from XX/XX/XXXX until XX/XX/XXXX.
I have asked numerous times for someone to look at these months and explain why they aren't counted, yet I can not get MOHELA to explain why they aren't counting these missing 2 years.
I have requested for XXXX years for them to include these months in my payment tracker, or explain why these payments won't count. They continue to say they will look into it, and then nothing happens.
Federal Student Aid has verified that these payments should count.
Could someone please help me get this resolved?
|
| 03/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I filed a TEPSLF and PSLF application with MOHELA on XX/XX/XXXX. This certification certified my employment with the Social Security Administration from XX/XX/XXXX to the date of the application filing XXXX XXXX ( I have attached a copy ). I patiently waited for the Department of Education to certify my qualifying payments -- which just happened yesterday XX/XX/XXXX. I have 127 qualifying payments per that official count, however, MOHELA claims that only 119 of those are counted toward forgiveness because they do not have employment certification for the XX/XX/XXXX payment which would put me at 120 payments and therefore mean that my loans are completely forgiven under TEPSLF/PSLF. Thus, the failure to process my paperwork submitted nearly six months ago is what is standing between me and having my loans forgiven nearly 8 months ago.
|
| 11/08/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA is suing the government thus holding up XXXX XXXX XXXX. MOHELA is claiming they will be hurt by this meanwhile they are hurting me. MOHELA knowingly purchase the debt of millions of Americans. And failed to properly staff and as result all my payments from XX/XX/2022 is not reflecting on my account, they hindering me from mortgage shopping in a competitive market. My employer XXXX XXXX has been making payments on my behalf, thus MOHELA is misusing federal funds. The money has been paid and I have paid taxes on it, yet my account is not up to date. Additionally my PSLF account is also incorrect. I have added multiple times, send emails, and spoke to a customer service rep. The lawsuit and the inaccurate information is impacting my life as wall as my future as I can not shop for mortgages due to my credit score being inaccurate.
|
| 10/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I called originally on XX/XX/XXXX, too submit a refund on a loan payment I made in XXXX of XXXX. Representative told me it would be 7 business days for a refund and I asked her to update my phone number and address on file. Called back on XX/XX/XXXX since I had no update, took me 8 hours on hold to wait to talk to someone. She said my address was never updated and she had to update it again! Asked if there was an update since it was almost a month and I havent received any update. She said there is no new information she would provide too call back in the middle of the month and see if anything has happened. I dont have all day to be waiting on hold too talk to representative. I still have too this day not received my refund or an update. Emailed MOHELA and no response on their behalf and its been over 2 weeks that I sent that email.
|
| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/28 I wrote to Mohela why the money wasn't pulled out from my checking. They sent me the generic paper which states it can take up to three days. If I make the payment myself then Mohela will still take out the original auto payment. Which will be my entire paycheck and will bounce everything. So I waited and kept looking for the payment to be withdrawn Now today XXXX my account says no pending payment and now says past due. I did NOT and have not received any correspondence from them about what is going on. Do I pay it manually or are they going to take the money. My first message I did say I am NOT paying late fees. I just wrote to them. Like I told them, I have enough stress in my life and adding this is upsetting and ridiculous. I just need to know what is the issue with the XXXX payment and NOT send me a generic letter.
|
| 09/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is not accurately accounting for my payment history or PSLF eligibility as it was documented for years under XXXX. As a result, Mohela is demanding payment for loans that should have been forgiven under the PSLF program with the rest of my loans.
In XX/XX/XXXX, my loans were transferred from XXXX to Mohela. Under XXXX, 4 of my loans were categorized as Loan sequences XXXX, XXXX, XXXX and XXXX all under the Direct Loan Special Consolidation Subsidized Loan dated XX/XX/XXXX. All four loans had the same qualifying PSLF payment history. But Mohela erased the payment history and eligiblity count for Loans XXXX and XXXX. Consequently, my PSLF application was not applied towards loan sequences XXXX and XXXX while the other loans were forgiven. Mohela refuses to provide any proof or justification why they erased my payment history.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am a federal XXXX loan borrower who should qualify for sXXXX loan forgiveness as a XXXX XXXXl employee. I have worked in XXXX XXXX since XXXX. I have been told repeatedly by Mohela that I have enough qualifying payment months they just aren't showing up yet. I keep being asked to wait 90 days between calls to Mohela for my account to update. The account never updates and when I call I get told they are waiting for information to be reviewed and updated and to call back. Now I am against the wall that I am supposed to go into repayment on loans that should be discharged. I was told I would receive an administrative forbearance because it was not my fault that I am waiting for them to review and update, but today am being told that is not the case and they can not do that for me. I am set to go into repayment in less than a month.
|
| 02/25/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Getting a loan
- Can't qualify for a loan
|
|
Web |
|
|
Despite my previous mail correspondence, Mohela has failed to investigate and rectify errors contained on my credit report. Thereby you have violated the Federal Credit Reporting Act, due to which I have lodged complaints with the Federal Trade Commission and the California Attorney General 's office. I am allowing you 30 days to rectify the erroneous information ; your failure to do so will result in my filing suit against your institution.
INCORRECT TRADELINES : 1. XXXX/Mohela -- Ac # XXXX ... This item is inaccurate because the creditor nor XXXX XXXX XXXX furnished proof that this debt was late. I am requesting that this information be deleted to correct the information and an updated credit report be sent to me. I am enclosing a recent credit report, which indicates that this account continues to reflect on my credit report.
|
| 12/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
Upon applying for the IDR ( SAVE ) plan, I was informed that my estimated payment will be somewhere around {$250.00} a month give or take. Some time towards the end of XXXX almost XXXX I logged into my Mohela account t and saw my total due amount jump to $ XXXX. I decided to submit a new IDR application just incase there was an issue. I then contacted Mohela to find out why my amount increased almost by 100 % and they were unable to explain why. They did however place my account into forbearance while they reviewed my recently submitted application to adjust the amount. This took place in XX/XX/2023. Somehow after resubmitting the application my new balance due post forbearance has gone up to $ XXXX. I have included my application submitted XX/XX/2023 for reference along with a screenshot of my current balance as of XX/XX/2023.
|
| 04/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I called multiple times in XXXX of XXXX and XXXX of XXXX to request student loan payment refund for payments made during the XXXX pandemic. They did not submit the request to the treasury department until the 3rd time I called during this time period and they did not submit the request for payments made from my previous servicer until XXXX of XXXX. I had not submitted any student loan payments to Mohela and it is now XXXX of XXXX and I still have not received any refunds for the payments I made during the XXXX pandemic and Mohela has consistently given incorrect timelines for when I was to receive payments and lied multiple times about when they had submitted the request to the federal government. This had resulted in loss of income that I could have potentially made on the refund payments while the payment pause is in effect.
|
| 03/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
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I was doing the Public Loan Service Forgiveness Program and it should have been completed in XXXX with my 10 yrs/120 payments and despite the amount of forms ceritfing my employment from the school district I am currently employed. My account is showing that I have met 112 of the 120 required payments for forgiveness as of XXXX. This is incorrect. I would have met my 120 payments back in XXXX. They have given me credit for the school districts I worked for up until XX/XX/XXXX. I am still employed at the same district ( XXXX XXXX XXXX XXXX ) and on the form that HR filled out the put down my hire date XX/XX/XXXX and for the section under " end date '' was left blank because I am still employed there. I have done part, yet everytime I submit something it takes another 90 days to hear something that is always inevitebly incorrect.
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My problem is with Mohela. My PSLF application has been in limbo since XX/XX/2022 ( and they keep saying 90 days processing ). The problem is that now my application says it was 'Cancelled for Duplication. ' I called and while they are nice, their explanation really did not make sense. They say not to worry about what the website says ( um, how can we not worry? ) and that the fault lies with the XXXX. XXXX XXXX for not sending them anything. This is demonstrably NOT true. XXXX says talk to Mohela. XXXX says talk to Mohela. The other agencies say everything is with Mohela. This is incredibly stressful. I've been working in a public XXXX XXXX for XXXX years. Furthermore, people who applied months after me are getting forgiveness, whereas I can't even see a payment tracker. I don't know what to do anymore. Thanks for your time.
|
| 06/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
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|
In accordance with the Fair Credit Reporting Act ( MOHELA/XXXX ) has violated my rights under 15 USC 1681 Section 602 states I have the right to privacy.
Under 15 USC 1681 Section 604A Section 2, it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15USC1666B a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
XXXX XXXX Date Opened XXXX XXXX Balance Owed : {$1800.00}, MOHELA/XXXX XXXXXXXX Date Opened : XX/XX/XXXX Balance Owed : {$1000.00}, MOHELA/XXXX XXXX Date Opened : XXXX Balance Owed : {$2800.00}, MOHELA/XXXX XXXX Date Opened XXXX XXXX Balance Owed : {$4200.00}, MOHELA/XXXX XXXXXXXX Date Opened : XX/XX/XXXX Balance Owed : {$790.00}, MOHELAXXXX XXXX Date Opened : XXXX Balance Owed : {$2000.00}
|
| 10/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am trying to make an additional target loan payment. The website says to call them. Call times are XXXX minutes and the recording says I can make an additional targeted loan payment online. Online says to send a secure message about making an additional payment, and they will respond in 3 business days. Currently waiting a week to hear back.
I dont know why they are making additional payments so difficult to make. Do they not want loans to be paid in full? It seems like they want borrowers to take on additional interest payments due to their slow response. This seems inappropriate and slightly illegal.
To summarize, I am trying to make additional payments to specific loans to pay off my loans and manage my interest. MOHELA doesnt allow easy additional payments to be made. It seems they dont want the loans to be paid off.
|
| 10/05/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela received my loans over a month ago. My payments for PSLF transferred over. However, all of my months I was in forbearance did not transfer and are not showing.
I should have 30 ( consecutive months that XXXX put me in forbearance ) XXXX ( cumulative months that XXXX XXXXXXXX put me in forbearance ) I do not show any of those. These are the months that once they finally apply the IDR Waiver will count.
Mohela has not returned a message and I have sent 4 so far.
The entire loan system is broken, people are being told wrong information.
I will reflect back to XXXX when I was with Navient, they put me on extended graduate plan and never informed me about the IDR plan or PSLF.
The lack of information cost me thousands of dollars and time I could of become eligible for forgiveness already. I began teaching in XXXX.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I believed that my student loan payment may have been incorrect but decided to try to pay the incorrect amount anyways but the website does not let me pay due to error in the website. I have a screenshot, that is time stamped, available if required for proof. I tried calling MOHELA numerous times only to be placed on hold. I did not receive my student loan payment information until 3 weeks prior to the date it was due for repayment. So not only have I been unable to speak to anyone from MOHELA for the past month ( because I called before I received the letter in the mail with my payment info ), but I have been accruing interest on my loan when I am now unable to pay it and will be past due on my payment. I do not understand why this is such a mess when the loan servicer should have anticipated this months prior to repayment.
|
| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have loans through MOHELA. During the month of XXXX, my loans were put on backdated forbearance as a result of government sanctions. This forbearance was placed on XX/XX/, a day after to my initial payment ( XX/XX/XXXX ) which was twice ( {$900.00} ) what I should pay ( {$430.00} ) on the SAVE plan. There is minimal documentation of how to see this forbearance period and how it impacts my payment. I called today to try and speak to someone about getting refunded for my payment if I was indeed in forbearance. I waited on hold for 45 minutes and when someone answered, the call failed. When I attempted to call back, the wait time was over two hours. I believe that the customer service failed the call to cycle through calls and avoid speaking with me. This type of customer service should not be allowed and actively punished.
|
| 01/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA is my loan servicer.
XX/XX/22 submitted updated PSLF application to complete forgiveness.
XX/XX/22 form status updated to processed in my online account but no eligible verification needed payments from XXXX have been updated based on the latest PSLF form XXXX
XX/XX/22 called customer service but after over an hour on hold, call was disconnected without being able to speak to representative.
XX/XX/22 called customer service. Spoke to rep who told me that even though my account shows the form is processed it is actually not completely processed & we need to continue to wait. When we asked why its taking more than the started 90 days, we were told that they mean 90 business days which is not clearly stated anywhere on their site or in the procedure.
We intend to call back in a month to see what has been done.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Ive attempted to make my payment multiple times. The latest time I called they said they would open a payment investigation. I called my bank to verify they attempted to pull the money on the payment dates and they have not record of any attempted debits from Mohela.
They also took my account off auto debit and stated that I could set it back up online which I tried to do several times but it kept failing when I was trying to hit the submit button. I called to try to setup auto debit after that and they stated they couldnt set that up over the phone that I would have to request a paper copy of the auto debit form and mail it back. I requested the paper form be mailed to me of which I never received.
These people are collecting interest on my account and saying Im in default when Ive been trying to pay my loan for months!
|
| 01/27/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I have had my student loan on a income contingent status I submit my pay stubs and household income and information in 2016 my account was reported as 90- 120 days late I called to inquire about this and was told since I faxed in several pay stubs for the month there was a confusion about the amount I really earned and they calculated me making 3 times the amount of my actual income I thought the account was at a payment of {$0.00} dollars monthly when I was changed to a payment of over {$300.00} dollars a month I was not made aware of this change and when I did realize it and called the company handling my loan they fixed my payments but my account still shows that my account was 90- 120 days late keeping my credit score from increasing. I would like to resolve this and get this delinquency removed from my credit reports.
|
| 12/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I was notified on XX/XX/2023, by Mohela that my student loans had been forgiven. I visited my Mohela online student loan account and the balance had been reduced to {$0.00} and status updated to paid off.
I have been waiting for 4 months to see if the student loan balance would come off any of my credit reports. It has not.
I contacted Mohela by email onXX/XX/2023. They responded today ( XXXX XXXX ) with a " blanket '' statement saying that they update credit bureau information monthly. However, that can not be otherwise the student loans would be off my report back in XXXX or XXXX and they are still on my report.
I was told that I should wait three months to give it time to resolve. However, as of XXXX and more than 4 months, the student loans are still listed on my credit reports with the old outstanding balandce.
|
| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I applied for the SAVE IDR program on XX/XX/XXXX. I've called MOHELA, my servicer, three times since then checking on the status of my application. Each time they've said it will be finished by " next week. '' Still no information. I attempted to call a fourth time, today, XX/XX/XXXX, had a XXXX hour wait, only to be told the customer representative that they couldn't help me with my request. They then " transferred '' me, which evidently took me back to the beginning of the waiting queue, where I waited another hour but I had to go to work before my call was answered.
MOHELA has been completely unhelpful for the past several months. My online message also hasn't been responded to in the quoted time of three business days.
MOHELA 's customer service has been unreasonably difficult and completely unhelpful in my case.
|
| 09/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I downloaded a payoff letter from Mohela and mailed a check on XX/XX/14 to the XXXX XXXX address listed on my payoff letter.
Mohela cashed my check for {$15000.00} on XXXX XXXX ( Please note that the amount I sent is actually different from the payoff because I mis-wrote the check and owe them about another {$90.00}. ) I have uploaded my bank 's evidence that they have cashed the check. The transaction number is listed on the letter, and it specifically states that the transaction is MOHELA.
I have called them twice, I have uploaded evidence of the payment, and the payment is still not credited to my account. I reached out to them two additional times via the portal. Further, they have charged me interest on my full balance.
I have also filed a complaint with Student Aid. I don't know what else to do at this point.
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
MOHELA has reviewed my Public Student Loan Forgiveness Application. I received a letter from them today, indicating that my employer did not complete their paperwork to certify my employment correctly. I went back through paperwork from all employers, since MOHELA did not specify each one, and everything looks like it was done appropriately. The letter provides a phone number to call and dispute the outcome. I spent an hour trying to get through to anyone, and a message comes up indicating that they can not take any calls at this time. I'm not sure how I'm supposed to dispute the claim when the agency refuses to talk to anyone.
Some of us have discussed a class-action lawsuit or something similar if MOHELA continues to not assist with disputes. Please feel free to contact me for more information.
Thank you, XXXX XXXX
|
| 01/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
Upon pulling my credit report, I noticed that Mohela reported two accounts that I have no knowledge of with the amount of {$5800.00} and {$3500.00}. I asked them for proof of verification and to remove the account for inaccuracies. I did not get either request fulfilled. The account was removed from my XXXX report but still remains on my XXXX and XXXX with payment history inaccuracies. The payment history states that I was on time in XX/XX/XXXX, but 90 days late the following month, in XXXX. Also, from XX/XX/XXXX to XX/XX/XXXX it states that I'm 120 days late each month. How is this even possible or allowed to come back as being accurate?! This violates the FCRA and I need this account remove promptly as it is not a clear representation of my creditworthiness. I have attached the files to show proof of the inaccuracies.
|
| 03/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
XX/XX/2022 - XXXX advised me that I am eligible for PSLF based on my payment history, and in order to qualify, I would have to consolidate my loans at MOHELA. I completed the application on XX/XX/2022.
XX/XX/2022 -- MOHELA advised via email and letter that they are my new servicer and show a total dollar amount of my loans, but no loan detail is provided.
XX/XX/2022 -- MOHELA advises my PSLF is declined because they have not received the loan detail and payment history from the Department of Education.
XX/XX/2022 -- I contacted MOHELA Customer Service and was advised to wait 30 days and follow up with them.
Followed up on the following dates and still no resolution : XXXX, XXXX, XXXX, XXXX Almost all of my loans will qualify under PSLF. MOHELA needs to correct my PSLF standing and process the request accurately.
|
| 01/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have been a XXXX XXXX XXXX XXXXXXXX. I have supplied various XXXX XXXX XXXX forms over the years since the program 's inception in XXXX. XXXX was among one of those loan companies.
My loan information was transferred to the company mentioned in this complaint in XX/XX/XXXX. My payment counts were updated in XX/XX/XXXX. The years XXXX are missing from the count. I am most positive I have made the required XXXX payments needed for forgiveness. I have worked for the same employer since XXXX.
The company handling my loans has told me on several occasions I will need to wait another 90 days every time they resubmit my account information for updated payment counts. My issue is why it has to be recounted more than twice. Why can't someone stay working on it long enough to figure out the problems with the missing years?
|
| 10/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I called and requested a refund from my service provider, Mohela, on XX/XX/XXXX for my student loan payments made during the pandemic. The amount {$8200.00} was made on XX/XX/XXXX that I requested be refunded to me. The customer service representative said that the money would be refunded, but did not provide any sort of confirmation ( reference number or email ) that the processing would occur. No indication is on my Mohela portal that suggests it is being processed.
I submitted a follow up message on XX/XX/XXXX and another on XX/XX/XXXX asking if I could get an update or some kind of documentation of the processing of the refund. No response has come. I then tried calling a few days ago to speak with someone and the voice recordings say that Mohela is not accepting any phone calls in the area I needed assistance in.
|
| 10/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA is my servicer, and they are showing the XXXX nonpayment as ineligible for XXXX purposes. They at one point dated a letter for XXXX, but didnt actually send the letter ( via email ) until XX/XX/XXXX saying I was on forbearence. I called that same day to explain that I did not want to be on forbearence and I wanted to be in repayment as the XXXX payment should count towards XXXX and I never needed a forbearence. My last payment should be XXXX, XXXX, which I paid this past weekend. Their system switched me back to forbearence on XX/XX/XXXX, which I again had to call and get them to take off. Now their system doesnt show the XXXX payment as eligible because I was on forbearence, a forbearence they forced me on that I never requested. They are going to mess up the timeline for my XXXX forgiveness and its not right.
|
| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Multiple times I have called, waited on hold for HOURS, and been provided a lame excuse for why I couldn't be assisted by that agent and passed to another or disconnected. I applied for the XXXX repayment plan via the federal website who passed my info along to MOHELA to be approved. The works has already been done by the federal website, just needs stamped by MOHELA but due to the delays I will have to pay much higher payments until they finally approve my request to be changed over to the XXXX program. It honestly feels like a delay tactic to get me to pay higher payments for as long as possible before changing my repayment plan. It is now XXXX weeks after my original request, XXXX weeks of calling have not achieved anything and I'm stuck with a much higher payments until MOHELA does what they are being paid to do.
|
| 10/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I've tried calling MOHELA multiple times to number listed on website XXXX since XX/XX/22 with no success of customer service representative able to pick-up the phone in a timely manner. Wait times of more than 90, 120, 160, & 180 minutes reported each time I called on XX/XX/22, XX/XX/22, XX/XX/22, & XX/XX/22 to which I would wait more than an hour and give up because I have jobs to attend to.
I sent a private message through their system on XX/XX/22 asking for assistance with payments, though information on their site states they would respond within 3-4 days ( this information has since been erased from the the direct message contact form page. Whenever I try to contact MOHELA through message again by clicking on their link, it redirects me to contact page with the phone number list above, their listing addresses.
|
| 11/11/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Loans transferred from XXXX to MOHELA. I qualify for PSLF and submitted for forgiveness under my waiver originally to fedloanand now it is with MOHELA. I have talked to two representatives, the first telling me that I should see an account update in 10 days, that was in XX/XX/2022. Then I got a motivation that I would have an update in mid to late XXXX without an update. I am missing counts from XXXX. I have submitted nimeroues account messages which are supposed to have a 3 business day response without response. I have been on hold for the ombudsman for hours without them answering. I have faxed a formal letter per the online instructions several weeks ago. I have filed 2 complaints with Dept of Ed ombudsman, who were supposed to call back but never did. Not sure how I can resolve this issue since no one responds.
|
| 12/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I just received a letter showing my unsubsidized portion of the consolidated loan has 61 qualifying payments, which reflects the months of employment I certified. The statement only shows 55 qualifying payments for my subsidized portion though. MOHELA is required to service my consolidation loan as one singular loan, and that loan should have 61 qualifying payments. I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously counted my qualifying payments.
I had loans in XXXX as well as loans in an in school deferment. I also consolidated my loans, as Federal Student Aid announced that if the loans were consolidated and employment was certified during the waiver ( prior to XX/XX/2022 ) I would be awarded the highest qualifying payment.
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Servicemember |
|
I submitted a SAVE application on XX/XX/23. On XX/XX/23, Mohela sent me a message and stated that there would be a delay, but provided no other information even though payments were supposed to begin. My previous payment was supposed to be {$170.00}, but under the SAVE program, my payment should be {$0.00}. This is a significant difference and I really need them to process my application. On XX/XX/23, they sent me another message stating that my loan was going into forbearance because they had still not processed my application. This could impact my PSLF payment count and cause me to need to pay more to them. I have sent them multiple messages, asking them to process the application. I have also tried to call them numerous times, but have been on hold for 1-2 hours and unable to get an actual person on the phone.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I called XX/XX/XXXX trying to find out why I had not received a billing statement for XX/XX/XXXX. My normal billing date is the XXXX of the month, so I should have received a billing statement by XX/XX/XXXX. When I reached out to Mohela regarding the issue, they stated they did not have enough time to update my account so my next payment would be XX/XX/XXXX. I asked the representative about XXXX as I am pursuing PSLF and XXXX would have been my XXXX payment. The representative said that XXXX would not count towards PSLF as I would not have a payment due. They are forcing me to wait until XXXX to make my final payment, even though the extension into XXXX was no fault of my own. I just want to be able to pay my Jaunary payment so I can submit my Employment certification form for the completion of the PSLF program.
|
| 02/22/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
Mohella student loan is reporting that they could not locate me. On XX/XX/30 they asked me to update my information. I promptly logged into the website and updated my information. last week, I received an email from credit journey and I called XXXX and they indicated that Mohella has flagged my account and stated I am unable to locate. This is all untrue, my score has dropped from a XXXX to a XXXX. I have never missed a payment and this is a student loan and all loans are currently on forbearance. Furthermore, regardless of if you can locate me or not, the only thing that should be reported is missed payments. I have contacted Mohella several times to get he run around, long hold times and as of yet it is still not corrected. They have confirmed that they have all the payments, yet they have done nothing further
|
| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Due to student loan debt relief being on pause until litigation is complete persons with US Dept of Education loans were advised to apply for TPSLF as a means of receiving some debt relief. Under this program you only needed to be an employee of a company that provided public services and the qualifying 120 payments that are usually required under PSLF did not apply. I submitted my applications ( XX/XX/22 and XX/XX/22 ) with 3 jobs listed all of which were public service. After my application was processed I only qualified for 7 payments and only 3 were applied to my account. After further review I noticed that my current job had an end date of XX/XX/22 which was incorrect as I am still employed. I am requesting that my qualifying payments be recounted as the deferred payments during Covid weren't accounted for.
|
| 09/19/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I've been attempting to submit PSLF ( Public Student Loan Forgiveness ) applications but they keep being denied. Also, my payment number has not been updated and remains at XXXX even though I have over 10 years of full-time eligible employment. I've done everything that I've been told in order to get my loans forgiven before the XX/XX/XXXX deadline but nothing is happening. No one seems to be following through on my inquiries, my cases keep being closed and my applications denied for various reasons ( that make no sense to me ), and when I do happen to contact someone who does seems to try to look into my situation a little bit, all I'm told is my case is " unique '' BUT I should be getting my loans forgiven. However, then nothing happens later, other than receiving application denials and scripted form letters.
|
| 11/09/2020 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
There are unresolved errors on my credit reports as reported by MOHELA. I have only one student loan that was handled by MOHELA. MOHELAs inattention to my written requests has created a duplication on my credit reports. I have disputed said duplication with XXXX, one of the three major credit reporting agencies. I have also requested that MOHELA remove this negative reporting via a letter sent certified mail and received by Mohela on XX/XX/2020.
I have given up on trying to convince MOHELA that they should respond to my letters so I have filed a lawsuit against MOHELA which they have yet to respond to formally. I have sent the lawsuit to their certified mailing address in my state and to their attorney XXXX XXXX. The error I am trying to have fixed still shows up on my XXXX and on my XXXX XXXX credit reports.
|
| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Starting in XX/XX/XXXX, I asked why my loans were in deferment. I received an email stating that I could have them taken out. I was never told it was an administrative forbearance because of their issues. I would have just left in in administrative forbearance. It took almost 3 months to get a response that " customer service already handled this. '' I have tried calling and after an hour on hold get disconnected. This has happened more than once. Now they say I owe a payment in XXXX. I only know this because I looked on the website, I never received a statement ot email. When I tried to pay it, the system would only take it if I paid {$80.00} more that the payment amount so I did not pay it. I have been applying for PSLF since Covid lockdown and have yet to receive a determination on loans from XXXX and older.
|
| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/2023, I called them to ask why my payments had gone up {$110.00} after applying for the SAVE program. They were unable to explain why so they put me on a forbearance until it could be resolved. I continued to try calling after I was not receiving answers and even sent a message through the portal to ask what was happening on XX/XX/2023. Still, I received no response. On XX/XX/2023, I received an email that my payments would resume and there was no change to how much they were. I received no information on how this decision came to be and have been unable to reach their customer service as they have wait times that are hours long. This is absolutely atrocious and after dealing with this, it does not feel fair to have to try and figure this out or pay a monthly payment that I am positive is not correct.
|
| 10/31/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I worked from XXXX for qualifying county agencies for Temporary Public Service Loan Forgiveness Waiver . I made close to XXXX dollars in payments over that time frame in lump payments. The servicer Mohela has sent me a letter saying. I only qualify for 3 payments made since they received my loan from XXXX in the past year. They have not counted any of the other qualifying payments and on the paperwork, they sent me it says they do not have the employment verification for some of the payments to count. I sent XXXX XXXX my PSLF form and employment verification for that time period and it was sent to MOHELA. So they are trying to disallow or disqualify the payments I made that can count towards forgiveness. I want this to be looked into because by my calculations I am very close or should have the loans forgiven.
|
| 02/05/2019 |
Yes |
- Debt collection
- Federal student loan debt
|
- False statements or representation
- Impersonated attorney, law enforcement, or government official
|
|
Web |
|
|
MOHELA 's director XXXX XXXX and Assistant General Counsel XXXX XXXX ( most probably an Unregistered Foreign Agent ) have repeatedly contacting me demanding payment for an alleged loan they say I owe. I have already sent them USPS Certified letters stating that I am the creditor as per 15 USC 1692 ( A ) ( 4 ) and that I do not have a signed contract with MOHELA. I have never given them my personal information, much less my social security number. Furthermore, MOHELA does not have a business license and Debt Collector Bond required to do business in Maryland. They are engaging in fraud, exhortation, harassment, mail fraud and I demand them to STOP.
I filed an Identity Theft Report. I am going to file mail fraud for using the U.S. mail for their illegal debt collection practices under 15 USC 1692 ( E ) ( 1 ).
|
| 03/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I work for the XXXX XXXX XXXX XXXX and have my student loans in the PSLF and certify my employment yearly toward loan forgiveness. They received my certification in XX/XX/XXXX twice and still have not applied it and updated my payment count toward my loan forgiveness for the year ending XX/XX/XXXX. I have attached the certification and data showing they show it processed but have not updated my payment count, which should be 60 payments not 48 that I have made!! On top of this I have also been paying on the loans for 26 years on a income based repayment plan, since XXXX, so they should have all already been forgiven anyway as the law states they end after 25 years! As well I also worked for the federal and count government for a total of three years and these payments were never applied to the count either!!!
|
| 09/15/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XX/XX/2017 I applied to consolidate my student loans and reduce the interest rate when they were really high. I applied on a website that gave me options, and ended up with Mohela, which eventually became XXXX through the paperwork process. After I accepted the rate and the paperwork was sent I figured this out. And I also learned that they listed all of the benefits of a Federal Student loan and said, 'MIGHT NOT BE ELIGIBLE FOR " before each benefit. NO where on the forms did it say, these will be private loans and no longer eligible for any type of Federal Student loan benefit!
they intentionally mislead the borrower by saying 'you may ' and offering the same payments as a Federal Loan Servicer. They even show the Federal Loan paperwork on the account website, saying apply for Loan Forgiveness and such.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/XXXXXXXX I was notified that one of my three direct loans were moved to LEVEL payment plan. The other two loans were correctly moved to SAVE plan. All loans on REPAYE were supposed to go to SAVE and it appeared correct up until XXXX. Unfortunately now the payment on Level is higher than it should be and one of my three loans will be paid off in the next year. If the SAVE repayment plan eligibility after XX/XX/XXXXXXXX goes through as planned with making payments for 10 years I will have all of my loans forgiven but less will be forgiven if the loan stays on LEVEL plan. I contacted Mohela through secure messaging on XX/XX/XXXXXXXX but have not received a response and no change was made. My auto payment went through earlier this week and was higher than it should have been due to Mohela 's error.
|
| 11/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX, I submitted an IDR request to be moved to the REPAY plan so that I would be on the SAVE plan when it is released. That application was not processed for over two months, so I submitted a new one. Both of those applications were never processed. The first one says it was approved, but I was never placed on the IDR payment plan. Since then, I have submitted two more IDR applications ( for a total of 4 ) with all of them being rejected as " Duplicates '' of the XX/XX/XXXX application. However, the XX/XX/XXXX application was not processed accurately. In XXXX, I filed a complaint through here. On XX/XX/XXXX, Mohela responded that they would fix my account. A few days later, my account was back to the standard repayment level payment. They never fixed anything and blatantly lied in their response.
|
| 01/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I submitted a XXXX on XX/XX/2022, to MOHELA. Additionally, and based off new information received from the XXXX regarding my XXXX tax returns, I submitted an additional XXXX including years worked for XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/2022.
To date, MOHELA has not responded to any of the applications I submitted seeking student loan forgiveness. Ive already met the XXXX-payment requirement. There seems to be a serious issue with this company processing paperwork and ensuring that eligible students receive forgiveness. This is supported in a recent online article by XXXX XXXX . In the XXXX XXXX article, she addressed some of the systemic issues that affect MOHELA.
Can someone please review the information that I submitted in XX/XX/2022 seeking forgiveness and get bet back to me?
|
| 09/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
For over a month I have repeatedly reached out to MOHELA for a refund of all payments on my account since the student loan repayment pause began which I am entitled to. This is a time sensitive matter and when calling their phone lines I keep getting disconnected. Before getting disconnected I sometimes am quoted a wait time estimate of over 2 hours which is completely unreasonable. Their web portal says I will receive a response within 10 days. I sent messages on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX without a single response. When looking online for a solution I found no solution but found many others who are in the same situation as me, zero responses on their web portal and wait times that last longer than the quoted time before getting disconnected or having to hang up to get on with life.
|
| 11/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loans were previously with XXXX and were transferred to Mohela when XXXX stopped servicing student loan accounts. Everything was ok until I recently incurred about missing pay statements for XX/XX/XXXX ( XX/XX/XXXX is also missing ). I was emailed that those payments had not be loaded but I would not receive credit toward PSLF because I was in XXXX XXXX bankruptcy. I inquired about this in XXXX by filing a complaint through this platform and was advised certain language had to be included. My attorney then filed a motion to add that language to the bankruptcy. I was allowed to participate In PSLF after paying almost {$700.00} to add that language.
Now Mohela is saying I can not participate in the XXXX program because I'm in bankruptcy. I am only 4 payments away from forgiveness. This is not ethical.
|
| 10/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Payments for student loans begin this month, and we were told that 21 days before payments, we would be given a payment date and amount from our servicer.
However, this is XX/XX/XXXX and I still haven't received any of this information. On my account right now, the payment date is blank and the payment amount is still {$0.00}, despite the account accruing {$1100.00} worth of interest already.
I contacted the servicer on XX/XX/23 and they said they would respond in 3 days and they still haven't gotten back to me. I've called them multiple times, however their lines are so busy that I've been on hold for over an hour, gotten disconnected, and thus haven't spoken to anyone.
I would just like a payment date and amount, please. If not please transfer me to another government provider who can handle this.
|
| 07/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XXXX. I kept paying my XXXX student loans during the XXXX freeze.
XXXX. I saw that payments made during the XXXX freeze could be reimbursed if you qualified for XXXX loan forgiveness.
XXXX. I noticed that the qualifications for XXXX loan forgiveness had changed and I qualified!
XXXX. Even though I had a balance of XXXX {$300.00} I applied through MOHELA for XXXX loan forgiveness.
XXXX. My loans were forgiven and my already-low balance is {$0.00}. XXXX! Hooray for public service!
XXXX. MOHELA says that I can't get reimbursed for my XXXX payments because XXXX loans don't qualify for reimbursement.
XXXX. I contact federal student aid to verify MOHELA 's claim and they .... don't answer my question and send me back to MOHELA.
XXXX. Lenders have lied to/misled borrowers before about XXXX eligibility.
|
| 06/07/2017 |
Yes |
- Debt collection
- Federal student loan debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
My student loans were transferred to a new service provider in the beginning of XXXX . My original provider was Mohela. My loan was transferred to XXXX . I made my regular payment at the end of XXXX and it was withdrawn from my checking account on XXXX XXXX . XXXX ha s no record of this payment and now I am being shown as being 30 days delinquent on my loan. I contacted Mohela- initially they were able to find my payment and they indicated that it would be sent over to the new provider. I called back a week later, they noted they cant find my payment at all. They asked for me to send proof of payment. I sent the proof from my checking account statement. A week later, still no response or transfer of my payment. I am now being told that it will take 60-90 days for my payment to be transferred.
|
| 05/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have called MOHELA many times trying to get an update on my payments for public loan forgiveness. When my loan was transferred to them over a year ago, I had 98 payments. I have payments that under the temporary waiver count towards loan forgiveness and have not been updated or applied. My payments have almost a year that have not been updated on their systems. A few months is understandable, but over a year is unacceptable. I have enough payments if they count the payments that have not been counted to get my loans forgiven under the public service program. I have been working as a XXXX for 13 years. The lack of accountability on their part has cause me a lot of stress and is affecting my mental health. These payments should have been counted a long time ago. Calling them on the phone is a nightmare.
|
| 07/17/2017 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
This company broke the terms of the accord set by the check I sent them which they have already cashed. I informed them that I will be sending them a conditional endorsement check payment by sending them a letter last XXXX XXXX , 2017. Attached with this complaint is a screenshot of the USPS tracking page where it shows, they received my letter last XXXX XXXX , 2017. I then sent them a check dated XXXX XXXX , 2017, which cashed. Clearly the condition on the check says, " to delete the negative reporting from my credit report for check to be cashed ''.
The check has been cashed and the negative information still remains. This is a violation of California Civil code. Please see attached files proving this company 's violation of the VIOLATION OF CALIFORNIA CIVIL CODE and BREACH OF CONTRACT.
|
| 01/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
My XXXX XXXX XXXX XXXX is supposed to be switching to MOHELA from XXXXXXXX XXXX XXXXXXXX. I never had an issue when it was them. I have been on the phone almost 3 hours this time and have many other calls to them to try to figure out what happened as my load went to XXXX. I have called XXXX many times as well and their answer is that MOHELA needs to request the loan. I submitted my form on XX/XX/22, it states it is processed, but they have never requested my loan from XXXX and can't tell me why. Today they said that they have the information but aren't sure why it isn't put through. I have five years of my ten required to get my loan forgiveness. As a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX for 20 years, this is by far the worst customer service I have ever seen. I need someone to help me resolve this.
|
| 07/10/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I updated my bank account information for auto-debit payments with Mohela in XX/XX/XXXX via the Mohela website, changing the account from which my payment would be withdrawn. I received two messages from Mohela in XX/XX/XXXX and XX/XX/XXXX with subject lines " Auto-Debit Withdrawal Confirmation '' which made it sound like my payments were processing as usual, but Mohela later informed me that it actually takes 1-2 billing cycles to update auto-debit information, and so my account was past due. After learning of the discrepancy, I processed the payment manually via the Mohela website in the meantime, but I believe that by not clearly disclosing this delay in auto-debit payment processing on their website, they 've created obstacles to repayment by providing bad information, or no information at all.
|
| 11/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My loans were switched to Mohela. I submitted my XXXX form a couple of months ago. They still haven't processed the form even though the email I got said that it would be processed by the beginning of XXXX. Also, according to their website, I have made enough qualifying payments to have my loan completely dismissed. They haven't processed this either.
I have called, but the wait times are usually over 165 minutes. I have sent emails with no response.
I heard on the news that they are being sued by the state of California for not submitting loan forgiveness when the needs have been met and for extremely long call wait times, and for not getting back to people. Now these things are happening to me.
I want to know when my loan will be forgiven since I have made the qualifying payments.
Thank you!
|
| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I had my loans switched over from Fedloan to Mohela since the payments were reinstated I signed up right away for autopay. The autopay says it was confirmed on their site however the payment for XXXX said it was processed then a week later got an email that it failed. So I tried to manually pay it and it said it was processing then again a week later I get another email the payment failed. Completely ridiculous now I have to waste my time on hold for hours to fix something that is clearly their issue because I have seen multiple people complaining of the same issue. Never had one problem with Fedloan when they had my loan why would they switch it to a company that can not handle this volume of people and process simple payments. Then they think they are going to charge fees and interest on top of it.
|
| 08/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I reached XXXX payments in late XXXX. I called MOHELA in XX/XX/XXXX and was told my loans were sent to the Department of Education and I would need to wait 90 days for my loans to be forgiven. In XX/XX/XXXX, I called MOHELA again because my loans hadnt been forgiven. I spoke to a supervisor, XXXX, who claimed she manually added me to the direct to discharge list and I should have my loans forgiven in 90 days - at maximum by XX/XX/XXXX. XX/XX/XXXX came and went and my loans were not forgiven. I called MOHELA again in XXXX and the person I spoke with said there is no manual direct to discharge list and I just had to keep waiting. At this point Ive been waiting almost a year for my loans to be forgiven and can not get a straight answer as to why I still have loans when Ive met all the PSLF requirements.
|
| 11/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
In XX/XX/2023, I attempted to create an account on Mohelas website in order to manage my federal student loans. I was getting errors saying the info I was providing was wrong. I tried to call their customer service and waited for hours to be transferred endlessly. After many conversations, the customer resolution department told me to send them an email with my info for it to be corrected within two weeks. I sent an email on XXXX. After 23 days, my account info is still wrong and I can not create an account. My loan payment is due soon and no one on the phone can help. I am on hold for hours and the call gets disconnected. Mohela is extremely irresponsible and poses security risks as they are clearly mixing up several peoples records. My social security number appears to them under a different name.
|
| 10/29/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I have a consolidated student loan with Mohela ( XXXX ). When I applied for the loan, there was an automatic 0.25 % discount if you enroll an automatic payments. From the very first day I could, I enrolled an automatic payments. Their website and app does not indicate I've been getting any auto pay discount. When I contact the company they claim I am without having proof. They also are alleging a lesser discount than the quarter of a percent advertised when I originally signed up.
When I recently contacted them asking for documentation of the discount, even their documentation shows a period of time where I was not given the auto-pay discount even though I was enrolled in auto pay.
I feel this company is intentionally misleading borrowers and not fairly charging interest to vulnerable borrowers.
|
| 12/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
During the timeframe of XXXX, student loans were acquired for XXXX XXXX by the use of forged documents and my stolen Social Security number . In an attempt to further conceal this activity, these loans were then consolidated under my name using online activity. I discovered this in late XXXX when my wages were unexpectedly garnished through my employer. I have tried to resolve this matter through many attempts with XXXX XXXX who maintains that I am responsible. I have provided approximately 85 pages of supporting evidence of identity theft. However, XXXX refuses to provide me any documentation supporting their position.
Since XXXX has continued to act in bad faith condoning this criminal activity, I have moved this loan ( approx {$56000.00} ) away from XXXX to the US Dept of Education - MOHELA.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XXXX XXXX XXXX I made a payment of {$660.00} to Mohela. I did this because had received a notification that day stating that my auto-debit withdrawal had not been processed on XX/XX/, and I was under the assumption that the payment was already deducted from my account. I did not expect to have missed a payment and I would have clarified this earlier. I went to pay the amount for both months due as my monthly fee is {$330.00}. However, when I made the payment, I realized that the entire amount went toward the " interest '' and was not applied to my principal. Consequently, I had to make an additional payment of {$660.00} on XX/XX/XXXX to apply it to the principal. This situation was quite unclear and confusing to me. Now I have paid a total of {$1300.00} in XXXX month which has lead to hardship
|
| 01/31/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My federal student loans were transferred from Mohela to XXXX XXXX in late XX/XX/XXXX. They were previously serviced by XXXX. I have been in repayment since XX/XX/XXXX on an XXXX plan and have been employed in XXXX XXXX since XX/XX/XXXX.
According to XXXX XXXX, Mohela failed to provide any servicing history, including payment history for my loans, at the time of the servicing transfer, even though XXXX XXXX claims to have requested this information from Mohela.
As a result of Mohela 's failure to provide basic information about my loans, XXXX XXXX states that it can not access any information about my payment history prior to the servicing transfer in lateXX/XX/XXXX. XXXX XXXX is further unable to track my qualifying payments towards public service loan forgiveness prior to late XX/XX/XXXX.
|
| 02/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Hello, I borrowed money to fund my college and law school education ( XXXX, XXXX ). Between XXXX and present ( XXXX XXXX ), except for about 7 months, I have worked in public service. My employers have been local government departments or 501 ( c ) ( 3 ) non-profits.
Under PSLF, I am eligible for loan forgiveness. I need 120 payments to qualify. Between XX/XX/XXXX and now, the eligible period, I have made approximately 176 payments, all on time.
I consolidated eligible loans summer XXXX. I applied for forgiveness in XX/XX/XXXX. To date, MOHELA has acknowledged that I have XXXX qualifying payments based on the employment verification forms I submitted to MOHELA. As of XX/XX/XXXX, I am still waiting for the forms to be processed to reflect a count of greater than 120 and have my loans forgiven.
|
| 12/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted a request to change to a different Income Driven Repayment ( IDR ) plan on XX/XX/XXXX. I got confirmation of receipt of the request. On XX/XX/XXXX MOHELA placed me on administrative forbearance while the application was processed. On XX/XX/XXXX I received a letter from MOHELA saying my request was cancelled and that I was placed on the standard Level repayment plan. My monthly payment was changed from approximately {$500.00} a month to over {$3000.00} a month. The repayment plan is also not eligible for PSLF which I have been working toward for four years. I have attempted to contact MOHELA to fix this many times. They either disconnect the call or never complete my scheduled call back. My forbearance is scheduled to end at the end of XX/XX/XXXX and I can not afford the new payment.
|
| 06/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have applied to receive PSLF since XXXX of XXXX. In XXXX of XXXX I was notified by Mohela that I had reached over XXXX eligible payments and the expected date of forgiveness was not provided. I was told that by letter and over the phone that it would take up to XXXX more days for my loan forgiveness to be processed. From that point on all information given between Mohela and the FSA is vague and I am not provided with any updates and when I ask when exactly my loan was sent to FSA for discharge every customer service representative says that they do not have that information. Therefore I have no specific updates on loan forgiveness standing-they just say to be patient. The last call I made I was told that I made in XX/XX/XXXX they said I may receive an update by XXXX XXXX. That did not occur.
|
| 01/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have tried for almost 2 years to get PSLF from my federal student loan provider and have been unsuccessful. This all occurred after my student loan provider switched to MOHELA.
I have submitted forms multiple times throughout the 2 years without any approval, or communication about why it has not been approved. I qualify for forgiveness and they will not give it to me for some reason.
I can not stand dealing with MOHELA anymore. I am a resident physician who works at a nonprofit. I have worked at a nonprofit hospital for 3 years now. There is no reason I should not be approved right away for PSLF.
Every time I try to communicate with the company I never get through or hear back. They never give me explanations on why I am not approved for PSLF.
I attached my most recent PSLF form below.
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I did not receive a bill regarding my student loan repayment that was to resume in XX/XX/XXXX per the federal government. When getting online to setup my account with Mohela, I had a payment due in XXXX and was not notified of this payment 21 days in advance as indicated by repayment guidelines. According to Mohela I had a payment due on XX/XX/XXXX and again on XX/XX/XXXX. I paid both today, XX/XX/XXXX, but am trying to get information about reporting to the credit bureaus. This payment request was not submitted to me in advance of the payment which was supposed to be at least 21 days before the due date. There are numerous reports/articles regarding this issue and how poorly Mohela is handling the student loan servicing from thousands of borrowers. Will this negatively affect my credit?????
|
| 12/31/2020 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
Older American |
|
I consolidated this loan from two loans of {$2500.00} each. Total of {$5000.00} borrowed. The loan was in forbearance for a number of years because I was not working. This caused it to increase to {$18000.00}. I have been paying on this loan for 7 years with an average payment of {$200.00} per month and the amount keeps increasing. I now owe {$26000.00}. This to me is unfair and abusive practice. It appears all payments are going toward interest only and at this rate I will be paying well into my retirement as I am approaching retirement age. Will I have to continue making payments well into retirement? At this point when will this debt be satisfied? According to my calculations I have paid this loan 3 times over. MOHELA is the loan servicer name. Thank you for your attention to this matter.
|
| 09/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I applied for a lower repayment plan, the SAVE plan, that just came out. I applied on XX/XX/XXXX and have had no response. I sent a secure message to them on XXXX and had no response. I resubmitted a second application for the SAVE plan on XX/XX/XXXX, and still heard nothing. I then called on XX/XX/XXXX, waited on hold for 86 minutes to speak with someone, only to be told my application was processing and nothing could be done. I am supposed to have a $ XXXX monthly payment amount applied to my account, as well as prevent interest from ballooning under this new plan, but Mohela has failed to apply this to my account and continues to allow interest to balloon to defraud me. I submitted 2 compliants to this company that went unanswered. I want the plan I applied for on my account immediately.
|
| 09/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
After transferring my loan from nelnet I contacted Mohela on XX/XX/18 after being on hold for nearly two hours about my payment being incorrect. Under the SAVE plan I was estimated at {$100.00} on their site as well as on federalstudentaid.gov. Theyre attempting to charge me {$280.00} which is payment under a standard non income driven repayment plan. It also lists a different amount under my current repayment plan the customer service representative could only repeat the amount of my loans and read off a script on repayment options, while reiterating that its just an estimate I had that same day resubmitted my application via studentaid.gov and recertified my income through mohela and studentaid.gov which the representative could not answer to me if it was accurate or if it would change it
|
| 09/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
As student loan repayment approaches, I sent in my request for to be put on the SAVE plan. Under the SAVE plan, with my current income, I should have $ 0 monthly payments. A month later, I get two letters one my loan servicer, Mohela. One is dated XX/XX/XXXX and one is dated XX/XX/XXXX but both showed up on XX/XX/XXXX. The first one claims my upcoming payment is {$0.00} but the second one says {$99.00}. I called Mohela and spoke to a customer service rep. I was told that they had no idea why this mix up happened and they would see if they could fix it by the time payments resume. I was told that they tried to " delete '' the {$99.00} request ( which I never made ) and that it would take 2-3 weeks to show up in my account.
A few months ago, they also " lost '' my PSLF annual certification.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I received an email on XX/XX/XXXX that I missed a payment and that my interest was capitalizing- I am currently on SAVE and have a $ 0 monthly payment per my XX/XX/XXXX IBR application submitted to XXXX. My understanding of the ED regulations was that any interest beyond the required payment amount would not capitalize. I also don't see how I could miss a {$0.00} payment. I have sent emails to MOHELA on XX/XX/XXXX and again on XX/XX/XXXX, but have not received a response- I can't call due to not being in the United States and having no access to a US based phone number. I have had an extremely negative experience with MOHELA since having them assigned as a new servicer.
Please let me know what I can do to avoid being declared delinquent in the future and to avoid interest capitalization.
|
| 07/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is making me recertify my IDR plan ( PAYE ). The loans transferred from XXXX to Mohela 's system and they did not implement the IDR recertification extension based on FSA guidelines and the covid forbearance Cares Act. I had been previously approved for a payment of {$270.00} effective XX/XX/2020 while with my prior servicer, but upon the transfer Mohela increased my payment to {$2100.00}.
They are blaming XXXX for not sending the information and asking me to reapply when they can just request for the information to be sent by XXXX. It is the servicer 's responsibility to have that information. The link for the covid forbearance and IDR recertification is below and attached to this complaint as well : XXXX Relief : Income-Driven Repayment Plans | Federal Student Aid XXXX XXXX XXXX
|
| 07/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I have qualified for 10-year Public Service Loan Forgiveness since XX/XX/XXXX. I submitted the proper applications and PSLF Forms to my loan servicer XXXX in XX/XX/XXXX. XXXX notified me that I meet the threshold for forgiveness and they are awaiting approval from the Federal Student Aid Bureau. In XX/XX/XXXX my loan servicer was transferred from XXXX to Mohela. I have yet to have my loans properly discharged. I contacted Mohela in XX/XX/XXXX and XX/XX/XXXX and they advised me that they were waiting for a response from FSA and to wait XXXX business days. I contacted Mohela again in XX/XX/XXXX. They escalated my issue to a Mohela supervisor who sent an additional request to FSA and advised me to follow up in 30 days. I followed up today and they still have not received a response from FSA.
|
| 11/01/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Servicemember |
|
I have now waited months to receive any adequate information regarding my transaction history dating back to the beginning of the Covid-19 forbearance period. If I can not have access to this information, how am I supposed to make an educated decision with regards to how much I request to be refunded, or if I should request one at all? MOHELA is stalling, as they have been for months. I have sent them at least ten messages and received a reply stating refunds are delayed an additional 60-90 DAYS?! From when? This is madness, if I owed money my wages would be garnished by now. No information, no answering phone calls after hours on hold to be left on the line after two hours and then the elevator music just stops? Then to top it all off, no refund, and no idea how much it will be for. Help
|
| 08/11/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Can't repay my loan
- Can't get flexible payment options
|
|
Web |
|
|
Mohela reported to the three credit bureaus in XXXX 2016, but my XXXX XXXX rejected that payment as an error. This is the first 30 day credit mark that I have with them. It is not my fault that my bank rejected the payment because the money was there. I advised my bank that I need a letter showing proof they received my deposits but its not credited to the account. My mom is the cosigner on this account and I do not think I should be punished for what my bank did. This is affecting my credit and my mom 's credit as well. I have a good payment history with Mohela therefore I am willing to do auto payments, but I need the credit mark removed. I did not know they were rejecting payments until I received Mohela 's emails. I have a pending complaint with XXXX XXXX as well to get this resolved.
|
| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loan payment count is incorrect by 14 and 15 qualifying payments. Mohela has undercounted each loan between 14 and 15 qualifying payments. I have made several attempts over the phone-sometimes waiting up to 2 hours on hold. I have also made several written attempts, including another written attempt today, XX/XX/XXXX. Mohela has failed to answer any written attempt. The count has not been corrected and Mohela has provided no reason as to why they have failed to correct it, or why they believe the 14 and 15 payments ( for each loan, respectively ) are not qualifying.
To note : documentation has been provided annually, re-certifying my employment eligibility since payments began XX/XX/XXXX. Mohela has provided no information and no correction, even in light of annual re-certification.
|
| 07/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
While my student loans were discharged through the PSLF program, my payment count was not correct and has not been corrected in the last year that I've been asking for help. I had an additional 22+ payments ( roughly $ XXXX {$14000.00} worth ) that were never applied. I have made dozens of calls to MOHELA and the Dept. of Ed. to try to get help and resolve the issue. I have filed complaints, reconsideration forms, talked to dozens of customer service reps, and have seen no resolution.
XXXX was my original servicer. Apparently I reached XXXX qualifying payments in XX/XX/2021, during the time XXXX was my servicer, and prior to being transferred to MOHELA. I'm not sure if that is where the problem lays, but these three agencies don't seem to be able to work together to resolve this issue!
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
MOHELA received my outstanding loans from XXXX as I have submitted qualifying payments for XXXX XXXX student loan forgiveness. To date, I have not received any billing statement from MOHELA for payments due in XX/XX/2023. It does appear that MOHELA is processing my payment for this month, but it is doing so without having providing me with any bill. MOHELA is required to provide a bill, and to provide that bill in advance of payment. I am concerned this will cause problems in the future for accounting for qualifying payments under XXXX XXXX student loan forgiveness.
Ive attached a screen capture of my MOHELA accounts My Messages screen, which shows all correspondence for the last 12 months. The only document shown is an acknowledgment that my XX/XX/2023 payment is set for auto debit.
|
| 07/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
There are three student loans showing up on my Mohela account that were paid off.
XXXX XXXX XXXX XXXX with a principal of {$1300.00}.
XXXX XXXX XXXX XXXX with a principal of {$2200.00}.
XXXX XXXX XXXX XXXX with a principal of {$3300.00}.
These three loans were PAID off when the servicer was XXXX.
These loans were not present on my account a few months ago.
It is the responsibility of MOHELA to communication with XXXX to ensure what loans were paid off.
MOHELA has also started charging interest on student loans when the Biden Administration has stated Student loan interest will resume starting on XX/XX/2023, and payments will be due starting in XXXX.
I have tried numerous times to call MOHELA and only a machine answers that eventually just disconnects after waiting an hour.
|
| 05/26/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
FedLoan servicing has and continues to report negatively on my credit. I have disputed this issue far too many times and FedLoan Servicing still refuses to address the issue and as well XXXX fails to remove it off the report even though the other two bureaus have.
Additionally, FedLoan servicing has officially close their doors and XXXX is the new owner of FedLoan. I have been in contact with XXXX and they are not able to find the account and the Department of Education has still proven that the loans are 100 % discharged. If FedLoan is no longer and business and XXXX can not find the account, it must be removed off the credit report as the loan does not exist and on the basis, they have been discharged.
This is a final notice for the removal of the accounts from the credit report.
|
| 03/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
My federal student loans were consolidated into a direct loan in XX/XX/XXXX. They were serviced by the now XXXX XXXX. In XXXX they were then transferred to mohela. Mohela seems to have lost any and all records of my payment history prior to them taking over servicing of the loan. These missing payments have caused me to lose out on a significant refund on my student loan payments as part of the tepslf program. I've tried numerous times to get this information and they tell me there is nothing more to do. I've reached out to Ombudsmen, my congressman and other servicers and this problem still persists. I've been working on getting answers for nearly a year but no one can answer my question, where is the verification of my payments? Please help or direct me to someone who can! Thank you.
|
| 12/27/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loan was transferred from XXXX to Mohela. I resubmitted my XXXX and my payment more than doubled. I don't have a problem with the payment, but Mohela is unable to provide me with the calculations of the payment.
Income for XXXX {$71000.00} filed XXXX XXXX XXXX dependents, payment {$78.00}. ( not public data ) Income for XXXX {$71000.00} filed XXXX, XXXX dependents, payment {$230.00}. ( not public data ) My income only went up by $ XXXX, I do not understand why my payment is {$160.00} more per month?
I have called and they keep trying to direct me to forbearance, that is not what I want. I want the calculations for the payment plan. They say " It is calculated by what information you gave us ''. My discretionary income has not significantly changed, so the jump makes no sense.
|
| 07/02/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
|
|
I have contacted XXXX several times because i noticed they are reporting Mohela accounts on my report that does not belong to me, When i tried to call i'm either left on hold, transferred, redirected and had to repeatedly call back hopefully to reach someone.
My call is continued left bouncing around for hours.
Finally after many attempts, i was told that those 4 Mohela accounts can not be dispute and they were validated.
i did not sign or agree to any contract with Mohela, I did not Provide Mohela with my social security number, i did not provide Mohela with my private home address, i did not provide Mohela with my ID or phone number. I never provided any wet ink signature to Mohela These are the amounts.
MOHELA {$7700.00} MOHELA {$3800.00} MOHELA {$8100.00} MOHELA {$4900.00}
|
| 12/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I submitted an IDR repayment plan request on XX/XX/XXXX. I checked the documents received in MOHELA account on XX/XX/XXXXXXXX and the IDR plan application said cancelled but did not say when it was cancelled or why. I was never notified of this and there was no explanation as to why it was cancelled. They also sent me an email on XX/XX/XXXXXXXX that I have missed a payment of {$170.00} on XX/XX/XXXXXXXX but when I called Mohela said I was on forbearance till XXXX however my account showed a missed payment. The information is not aligning and I should not have been charged a payment in XX/XX/XXXX. Mohela never notified me about the status of my IDR application and notified me through phone my account was on forbearance till XXXX but then charged me a missing payment on XX/XX/XXXX.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I believe MOHELA has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. My IDR recertification date was not extended in a timely manner. I recertified my repayment plan thinking that this was going to be required. This has caused my monthly installment amount to increase from roughly {$300.00} to {$780.00}. Mohela should have denied my recertification application as it was too early to recertify for this plan as recertifications can not be completed more than 90 days before the recertification deadline. My recertification deadline should have been XX/XX/XXXX not XX/XX/XXXX. Per DOE, if my recertification date falls prior to XX/XX/XXXX I should receive an automatic 1 year extension, but my account was not updated to reflect this information.
|
| 02/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Older American |
|
XX/XX/XXXX I submitted my PSLF forms. One employer was a charter school that is no longer in business. I do not have W2 forms so I submitted IRS transcript from IRS.gov website to cover information missing. The form provides Employer Tax Identification number and my salary. I'm told by Mohela that's not acceptable but need a W2 instead. W2 gives the same information as the IRS transcript and neither give dates of employment so why is a W2 more acceptable than the tax transcript? Furthermore, SSA charges {$150.00} per year ( 4 years for me ) to provide a W2. I provided 3 years of IRS transcript but was 3 months too late for XXXX so I must pay for a W2 for that year. {$450.00} for the same in information seems ridiculous since they already have the same information but in another form.
|
| 12/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am currently a XXXX XXXX XXXX enrolled at XXXX XXXX XXXX. As verified by my XXXX from the XXXX school year. I transferred from XXXX XXXX in XXXX. I have continued to call and try to talk to someone as my loan is showing a payment coming due. Just because this is a XXXX XXXX, does that mean you can never find anyone to assist? I have spent hours on the phone trying to get through only to be looped into a message and the system hanging up. I find this to be an unfair practice when I am a student in college and payments coming due create a hardship since I am not working enough to pay them. Furthermore, I can not start out with late payments on my credit bureau. I need assistance. Once the interest capitalizes will this cause me more harm than if this loan was being handled correctly?
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
During the pandemic I applied for a PAYE IDR plan with the Department of Education and was approved on XX/XX/XXXX for payments of {$510.00} with my previous servicer, XXXX XXXX. I applied for this in order to apply for PSLF, for which I was approved and moved to MOHELA. However, now that payments are resuming, MOHELA has adjusted my payment to {$1500.00} as if I was never on a repayment plan and when contacted they tell me they dont have any information about a previous IDR plan from the transfer from XXXX XXXXXXXX and I need to apply for an IDR to get a different payment. However, this cant be possible because I could not even apply for PSLF without first being on an IDR. Thus, I need MOHELA to correct my payment amount to the amount of {$510.00} until I need to recertify in XXXX.
|
| 06/17/2015 |
Yes |
- Debt collection
- Non-federal student loan
|
- Cont'd attempts collect debt not owed
- Debt is not mine
|
|
Web |
|
|
Approximately XXXX XXXX, 2015, Mohela started robo-calling our home. My husband, XXXX, answered and was told he had a student loan debt. We are XXXX senior citizens and neither of us ever took out a loan to pay for school. The person representing Mohela would n't give him any information regarding the " XXXX '' they were looking for, but wanted my husband 's last XXXX digits of his social security number and his date of birth, which he refused to tell them. The robo-calls continued, so I looked up Mohela 's website XXXX www.mohela.com XXXX and XXXX called the phone number listed there ( XXXX ). He was told the " XXXX '' they wanted had a different middle initial than his and that the calls would stop. They still call XXXX a day. Thank you for your consideration of our problem. XXXX
|
| 12/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Following up on a previous complaint on XX/XX/XXXX : XXXX.
There was absolutely NO communication from MOHELA prior to XX/XX/XXXX that I had until that date to request the XXXX refund because I made payments from XX/XX/XXXX through XX/XX/XXXX while working in the public service.
Quit stealing my hard earned money!! Can we have some middle ground?
Again I made monthly payments of XXXX from XX/XX/XXXX until XX/XX/XXXX. I should be entitled to roughly less than XXXX but more than XXXX.
There was too much confusion in between XXXX and XXXX. There was no reason to contact the prior company since MOHELA took over. The first communication I received was by US mail on XX/XX/XXXX explaining that the payments are no longer paused and set to resume in XX/XX/XXXX.
Call me if unclear.
|
| 09/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
I submitted the employment certification form ( ECF ) for the period of XX/XX/XXXX - XX/XX/XXXX on XX/XX/XXXX and my form was processed 6 weeks later. I included my W2 for XXXX, and XXXX and also my last paystub as well. However the PSLF payment count was not accurate ( only increased by 1 ) and did not reflect the number of payments for past 2 years that I submitted the form for. I called Mohela multiple times and waited 2 hours for each phone call. I finally was able to get through to speak to a representative who told me it was a mistake and she requested a manually recount. I asked how long it would take for the payment counts to be updated. She responded saying she has no idea how long it would take??
It seems to be a simple fix and I find it unacceptable with their answer.
|
| 12/15/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I submitted an Employment Certification Form to Moehla in late XXXX. They claimed they needed 90 days to process it. I have been checking it regularly, and as of today, they deleted my form, claiming it was a duplicate. As noted in the message I sent them, I am sending in the same form again as my payment counts are still inaccurate. I have submitted this same form at least twenty times to XXXX XXXX and now twice to Moehla. I am being denied three years of PSLF payments because neither loan servicer collecting millions of dollars in federal money can be bothered to read a form, email, or message. As stated countless times, process my form, process my PSLF application, and forgive my loans. I'm not waiting another 90 days for Moehla to pretend to process a form before deleting it.
|
| 11/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
In XX/XX/2023, I applied for a loan consolidation for all of my students loans including the defaulted student loans and I chose my student loan servicer to be Mohela. I received a letter from XXXX dated XX/XX/2023 that all of my student loans were consolidated. But weeks later, I received a letter from XXXX that some of my loans went to them and the rest to Mohela. I have contacted Mohela and U.S. Department of Education about this issue and both told me to contact my loan servicers. I keep getting the confusing information of whom to contact.
XXXX I submitted a complaint to XXXX XXXX XXXX.
XXXX I received an email from Mohela that my student loans were paid in full.
XXXX I received an email from Mohela stating that I had a past due balance on a monthly student loan payment.
|
| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela, my loan servicer, has given conflicting information about when my loan forgiveness form will be processed and when my loans will be XXXX. The site says 30 days and one representative told me two weeks. Another told me 6 months. This is very time sensitive as the well being of my family depends on my loans being XXXX timely. I am also pregnant and this is causing me stress and affecting my ability to take my maternity leave. Although it is fully documented that i have XXXX payments, i dont fully trust that Mohela will live up to their promises given their numerous miscommunications and failure to respond to emails which they say they will respond to within 3 days. Therefore, i am hopeful and would appreciate the CFPBs assistance in resolving this issue in a timely manner.
|
| 09/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
On XX/XX/XXXX I was transferred from XXXX to MOHELA. I have been on income based repayment plans since I started repaying my loans in XXXX. In XX/XX/XXXX, I was placed on PAYE. In XXXX of XXXX, I updated my income for PAYE through MOHELA and was approved for a payment of XXXX. I recently applied for the SAVE plan. While applying, I noticed they placed my account on the standard LEVEL plan, and my payment is set to be XXXX. They did not inform me of this change. I called, they are not sure why this happened and claim they are unable to put me back on the plan that they approved me for in XXXX of XXXX. They now claim I am in forbearance until the SAVE application is approved, but I was not informed of this, nor did I request this. I still have no evidence that I am in forbearance.
|
| 06/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My student loans were consolidated under the company XXXX and I submitted a completed application for PSLF with qualifying payments. The customer service rep at XXXX XXXX assured me payment counts just needed to be updated and I would actually be receiving a refund for overpayment. THENmy loans were transferred to MOHELA. I resubmitted the same paperwork for the PSLF waiver and have contacted them via email and phone. My payment counts moved a bit, but not nearly what I have paid. Ive been a XXXX for 20 years at the SAME place of employment. Employee is verified. I feel that MOHELA is overwhelmed and they are not really looking at my history. The payments are to resume in XXXX and I should be waived for overpayment. Im struggling with how yo proceed. Please help a desperate XXXX
|
| 06/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello- I believe I am missing months of repayment that should count towards forgiveness. Could you please review the following months? XXXX ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX ( XX/XX/XXXX, XX/XX/XXXX ) XXXX ( XX/XX/XXXX ; XX/XX/XXXX ).
Also, I was placed in a school deferment when I was not in school and making payments. I graduated from XXXX school XX/XX/XXXX and returned to graduate school XX/XX/XXXX. During this period of time, I was working full time ( not in school ) at a qualifying employer. My employment certification for this time was submitted and accepted. Could you please review this record to that this time can be changed and added to my PSLF counts. I am unable to retrieve information from the service because they are closed ( direct loan servicing/acs ).
|
| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
In XXXX of XXXX I submitted signed certification of XXXX and XXXX XXXX counts. I worked for a state agency in the past that qualified under the XXXX and submitted the verification in the required time frame along with current employment information of my current XXXX employer. I submitted these documents in XXXX of XXXX. My payment counts towards my XXXX were never updated. I sent an email to my student loan servicer in XXXX of XXXX inquiring about my updated payment counts and when I could expect to see accurate payment counts reflected on my account. It said they would reply in XXXX business days. I have yet to receive that reply and my payment counts are still not updated. When I look at submitted documents in my account it shows those certification forms as " duplicates. ''
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA is inaccurately denying public servants of their right to PSFL forgiveness and payment counts by denying their eligibility even though the US Department of Education provides employers as eligible. In example, my employer, XXXX XXXX, was denied and i was sent a letter from MOHELA dated XX/XX/2022 that they are a for profit organization and therefore i do not qualify for PSFL. This is FALSE. XXXX XXXX is a 503 ( c ) non-profit organization that is eligible per the Department of Education. I had to wait on hold for over an hour to talk to someone at MOHELA. If they can not accurately process forms and are going to inaccurately deny PSFL to those who rightfully qualify they should not be servicing loans! They are notorious for misleading consumers and lying. THIS MUST STOP.
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I am currently at 120 payments for PSLF. The only hang up is that MOHELA is not counting the last 15. ( their counter says 105 with 15 'pending ', which have been for months now ... even though it's the same employer ... a public school district ) In addition, I requested a forbearance over three weeks ago on XX/XX/XXXX from MOHELA so I didn't need to make my first payment on XX/XX/XXXX. ( I shouldn't have to, because I have reached 120 qualifying payments ). The agent let me know that it would take 2 business days. I have since called back at least 10 separate times, many times with the phone just hanging up randomly, no call backs etc and have been told it would be 5 business days, then 10, then 30 (! ). There is no consistency or rhyme or reason to the messages from agents.
|
| 11/22/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My complaint is with MOHELA and XXXX XXXX XXXX XXXX I have worked for the department XXXX XXXX XXXX and a qualifying employer for over a decade. I have been making large student loan payments during that entire time. Recently the department of education began harassing me via email saying I may qualify for XXXX under the new waiver requirements. To qualify I was forced to switch my service provider to MOHELA. I have been waiting for MONTHS to process my paperwork only to find out I do not qualify and Ive only made two qualifying payments which is impossible. Im now stuck with this awful scam organization as my loan provider. This is clearly a scam to funnel business to this company. I am a public servant and am absolutely disgusted and am leaving my position over all of this.
|
| 07/18/2019 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't temporarily delay making payments
|
|
Web |
|
|
I have had my student loans refinanced by Mohela XXXX. I was a XXXX XXXX XXXX at The XXXX XXXX at the City University of XXXX XXXX since fall 2019. The registrar and I sent in an in-school deferment form ( which Mohela made very difficult to get a hold of to begin with ) six times. They kept claiming they didnt receive it. I was still making payments while in school because I didnt want problems. Finally in XXXX, I stopped paying because my registrar said they got a confirmation that mohela received my in-school deferment.
Mohela then reported me being three months delinquent on my account and said they cant accept the inschool deferment because we didnt submit it in time. So now they messed up my credit and charged me tons of fees even though I was a full time student.
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
XX/XX/XXXX {$550.00} was automatically withdrawn from my personal checking for my monthly loan payment with Mohela. Then again on XX/XX/XXXX, another {$550.00} was withdrawn from my checking account. This led me to overdraft my account and incur a {$10.00} overdraft fee.
I am scheduled to pay Mohela {$550.00} via XXXX XXXX on XX/XX/XXXX for my XXXX payment. I would like to ensure that I won't have this amount take out twice in XXXX and want reimbursement for the additional charge in XXXX.
On several occasions I have attempted to call Mohela, but never received call backs after selecting that call back option or was hung up on. As a result, I sent a message via my online portal to Mohela on XX/XX/XXXX with not response. I sent another message today hoping for a response.
|
| 09/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Mohela customer service continues to be absolutely awful. Honestly, it amazing they are allow to manage anything when they can't manage a paper bag. Anyways, their automatic phone system says we should be getting PSLF credit for the month of XXXX. Normally, in the months of payment pause I would already receive credit for the minth but no credit is showing. I contacted them over XXXX business days ( which the response time mentioned on their messaging system ). I want to know if I will get credit for XXXX or if I should consider a payment to get credit. At this rate, it will be XXXX before they respond and I will miss a month to get one credit towards PSLF. I can't imagine how they sat on their hands for months doing nothing knowing that repayment should start at somepoint.
|
| 05/02/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On an annual basis MOHELA asks for renewal of Income based repayment information. For the last few years they do not send the request to my current address which I have lived at for four years. I have received statements at this address for the last four years but when they need the information ( and I did not catch on to this tacit until today ), it costs thousands of dollars. Why do they send me statements at my current address but when information needed for upcoming years is requested they send it to old addresses? Managers responded that addresses get lost in the system but if I receive statements then someone is deliberately sending critical information to old addresses. I just figured this out today and feel XXXX and now owe so much more than I ever intended.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
Servicemember |
|
I submitted Feedback Case # XXXX on XX/XX/XXXX to FSA regarding incorrect counts towards PSLF. I have been employed at nonprofits since XX/XX/XXXX which all has been certified to FSA and Mohela. It seems that the months of XX/XX/XXXX through XX/XX/XXXX, XX/XX/XXXX through XX/XX/XXXX and XX/XX/XXXX through XX/XX/XXXX are missing in my counts. My loans are currently serviced by Mohela due to PSLF and they are in administrative forbearance forced by them and they claim they didn't receive my change in income documentation that was submitted to FSA when I applied for an IDR plan, which I have resubmitted. I do understand that they are extremely busy with loans going back into repayment after the pause, but it is stressful. I have attached all of the employment certifications.
|
| 12/19/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX XXXX XXXX. They have erroneously counted my qualifying payments for XXXX. I have been awarded a range of 94-95 qualifying payments on my consolidated loan. XX/XX/ is being counted for XXXX on one loan and not the other. The reason given is that it was not on an eligible repayment plan, however it is not possible one portion of the loan was on a plan ineligible for XXXX and not the other, as a consolidated loan is serviced as one loan though it is split into two portions. Additionally, all direct loans are required to be repaid under the same repayment plan if they are eligible. The months prior and following were eligible for XXXX. The payment count should be 95 on the full balance.
|
| 04/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
Hello, On XXXX XXXX XXXX two student loans were added to my credit report. One amount of {$2900.00} and other amount of {$1700.00}. I have tried disputing multiple times with XXXX XXXX and XXXX but have had no luck. I took the steps to contact directly with the student loan company XXXX XXXX XXXX education ) but can't get ahold of a customer representative to discuss the fraudulent activity. I am also unavailable to acquire these account numbers and I need that information to move forward so I am able to report the fraudulent accounts. I would like to move forward to remove these loans from my account as it has and will continue to effect my credit report as well as affecting my ability to open other accounts.
Thank you so much for taking the time to read my complaint.
|
| 10/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I am on XXXX and switched to the new SAVE plan where my payment will be {$0.00}. Mohela, however, calculated my payment to be {$81.00}. I have called multiple times and they agree that it should be {$0.00}. They have, however, placed me on a processing forbearance for XXXX months to get this corrected. These XXXX months will now not count towards my 120 months because of their incompetence. If they had placed me on an administrative forbearance then the months would count.
What they are doing over there deserves a federal investigation. I constantly receive correspondence that is backdated by as much as XXXX weeks so they look like they are following the rules.
At present, I just want my months to count because it is not my fault that they can not calculate a payment.
|
| 07/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
I have been part of the XXXX program for more than ten years. On XX/XX/ Mohela sent me a letter that stated I have met the 120 payment requirement to receive forgiveness. I agree. It has now been more than 120 days and I have not received the forgiveness and nobody in customer service has a clue on what the status is, where it is at in the process, or how long it will be until it is processed. This is completely unacceptable in the finance world. This impacts my credit and my financial health and well-being. The website and customer service team will tell you 30-90 days so I continued to be patient and wait. This is unreasonable and I want an immediate update on the status and most importantly for the loan to be discharged as it should be according to the program terms.
|
| 12/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
Im in the process of getting my student loans forgiven ( PSLF ) through Mohela. During this process I noticed a five-year gap XXXX. When I inquired about this to Mohela reps I was told that since I filed for bankruptcy in XXXX, those payments would not count toward forgiveness even though I continued to make payments during that five-year period. At the time of the bankruptcy filing, I was told that student loans could not be included and that I was still required to make regular payments which I did. It seems that the Department of Education automatically coded my student loans as XXXX and did not notify me that they had done so. All of the payments that I made ( around 60 months ) just disappeared when it comes to the Department of Educations loan forgiveness program.
|
| 12/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
Im in the process of getting my student loans forgiven ( PSLF ) through Mohela. During this process I noticed a five-year gap XXXX. When I inquired about this to Mohela reps I was told that since I filed for bankruptcy in 2012, those payments would not count toward forgiveness even though I continued to make payments during that five-year period. At the time of the bankruptcy filing, I was told that student loans could not be included and that I was still required to make regular payments which I did. It seems that the Department of Education automatically coded my student loans as XXXX and did not notify me that they had done so. All of the payments that I made ( around 60 months ) just disappeared when it comes to the Department of Educations loan forgiveness program.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX. They have erroneously processed my IDR Forgiveness incorrectly. My loans were consolidated on XX/XX/XXXX and completed a consolidation add on form on XX/XX/XXXX. I received confirmation from XXXX dated XX/XX/XXXX that it was received and processing, and the balance of my XXXX loans with MOHELA increased by XXXX while the balance of the loans included in the add on form reduced to XXXX. My Federal student loans with MOHELA were forgiven through the XXXX XXXX time adjusmtent, however the XXXX that was added on to the consolidation was not included in the forgiveness. With the XXXX time adjustment I should have credit for all periods prior to the consolidation for the full balance.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
|
|
The new XXXX plan was announced. Both my and my husband were on XXXX and have now been placed on XXXX. Now our payments are double what they were - {$1300.00} a month. We can not afford this and the dept or education website indicates our payments should be {$400.00} using their calculator with our IRS data.
I have tried calling Mohela five times. Each time spending XXXX minutes on hold. Cant get someone on the line. I emailed and got a message back saying to call.
They want to charge us {$950.00} more for our loans than what the department of education says. I cant not pay the loan or it will damage my credit. This entire process has been ridiculous. I have wasted XXXX hours of paid time off trying to deal with the mistake of Mohela and dont know what else to do.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX sent my loan to MOHELA who is now charging me interest. I was in the process of loan forgiveness Based on public service. All my documents are gone that I uploaded to XXXX XXXX. I am unable to get in touch with anyone from Mohela. The whole process has been interrupted the deadline is the end of this month I have been making payments to be eligible for this forgiveness. Where are my rights as a borrower half of my loan is interest. The student loan Industry is just taking everybodys money and the government is letting it happen every day they compound interest and they make off like bandits.
My loan started out with XXXX XXXX went to XXXX, XXXX now Mohela.
Now I have to submit new forms again and I dont have time for this this is extremely upsetting.
|
| 10/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
MOHELA is horrible. I sent in a message XX/XX/2022. Requesting a refund on the payments Ive made during forbearance. I instead decided to call and handle it quicker. I was on hold for XXXX minutes but was told Id be approved in XXXX days, and be refunded in XXXX days.
I sent a message XX/XX/XXXX requesting an update. I sent another message XX/XX/XXXX. I sent a complaint message XX/XX/XXXX. I sent another complaint message XX/XX/XXXX. Ive never received a single reply from any of the messages sent. I have called every day at least once and at different times for the last XXXX weeks and there are XXXX minute wait times to speak to someone. Once you finally get someone on the line, they hang up on you. This is getting absolutely ridiculous.
Again, MOHELA is horrible.
|
| 04/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I called Mohela on XX/XX/XXXX ( Representative XXXX XXXX # XXXX ). I asked about my latest Employment Verification Form that was completed utilizing the StudentAid.gov tool and filed electronically. I was told several times that utilizing the electronic form was not an option that it must be signed. This is not the case according to StudentAid.gov where I was specifically told to NOT send Mohela the form since StudentAid.gov will forward it to the server ( Mohela ). The form was sent on XX/XX/XXXX to Mohela and received on XX/XX/XXXX and has not been processed. This should have been a streamlined process. I have heard from several other borrowers that many of the forms are being denied because of LACK OF TRAINING at Mohela.
I have contacted Mohela again. No response.
|
| 10/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
Prior to the creation of the new SAVE repayment plan, my loans were on the PAYE income-driven repayment plan. I saw the alert that I should apply for my loans to be switched to the new SAVE plan so I went through the process on the website of my servicer, Mohela. It directed me to apply for SAVE through my account on XXXX. I did so and the status on XXXX correctly stated that I had applied for SAVE. However, I just received a message today from Mohela that states my loans have all been switched over to the Level ( standard ) repayment plan and that I owe over {$1600.00} a month, after previously owing {$0.00}. I looked online for answers and it appears many other borrowers are experiencing the same issue with Mohela and no one has found any resolution with them yet.
|
| 06/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My school loans were transferred to Mohela. I was at XXXX payments towards PSLF. My Mohela account SHOWED that my payments were at XXXX payments. I submitted an employment certification update from my current employer ( XXXX XXXX XXXX ), as I try to do every year or so to keep my payments updated. Instead of adding payments, Mohela TOOK AWAY payments and set be back at XXXX payments. I contacted them XX/XX/23 to resolve the issue. Thier tracker is still sitting at XXXX payments and they have not contacted This has me insanely concerned, since I was so close to pay off. They have all of my certifications on file and I completed the temporary PSLF application back with my previous provider ( however I had applied and been tracking PSLF my entire career ).
Thank you
|
| 11/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
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
|
| 06/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I asked my loan servicer, Mohela, for payment history information related to student loans the company serviced between XXXX thru XXXX. The loan servicer, Mohela, informed me that their records showed I was in forbearance or deferment status during times when I was actively in repayment status and making payments on my loan. I have 1098-E tax forms from XXXX, XXXX and email confirmation from XXXX and XXXX showing that they auto-debited student loan payments from my account. I have asked them for complete payment history which they have not provided and it appears they have inaccurate records regarding my payment history and repayment status periods with them. This has impacted my ability to obtain loan forgiveness under the Public Service Loan Forgiveness program.
|
| 04/24/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Credit monitoring or identity theft protection services
- Received unwanted marketing or advertising
|
|
Web |
|
|
I have receiv ed 100 's o f calls from various numbers - most predominantly XXXX and XXXX . The recorded message intimates that student loans can be forgiven. When you press through to the person, they ask for your student loan ID, which is a SSN for most people. They then try to sell you a bogus service. I have asked them repeatedly to stop calling. Apparently this is one of those " work from home '' scams - so not only are they attempting to scam me, but those who are calling are also victims of a scam. The phone # 's on caller ID are all spoofed. Please do something - this is widespread fraud against people who are already subject to the fraud committed by XXXX and similar service rs ( XXXX , Mohela ) who frequently attempt to scam customers as well.
|
| 11/30/2020 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I currently have a loan through " Figure MOHELA '' and I am attempting to refinance through " XXXX. '' On XX/XX/XXXX, the dispersement was sent from XXXX to MOHELA but was refunded for some reason. I have spoken to reps from each company multiple times and neither will take fault for the error. On XX/XX/XXXX, XXXX states they resent the payment to MOHELA. XXXX states that this was not an XXXX error and MOHELA also states that it is not their fault because they would only send back payment if " sent to an incorrect address for a different loan type. '' Currently as of today, XX/XX/XXXX, it seems as though MOHELA has still not received payment. I am still collecting the interest at the higher rate with MOHELA at 4.05 % compared to my new rate with XXXX at 3.96 %.
|
| 10/31/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
XXXX Mohela sent me a statement with my loan balance because payments were resuming. I confirmed it online, and paid it off.
XX/XX/XXXX Mohela sent me a {$0.00} statement with {$100.00} in added charges and interest since I paid off the loan which is inappropriate and incorrect XX/XX/XXXX I tried to call Mohela, no answer XX/XX/XXXX I emailed Mohela, they received it and the auto response said they'd get back to it within 3 business days XX/XX/XXXX I still haven't heard anything, Mohela sent me another {$0.00} bill adding interest yet again.
XX/XX/XXXX I called Mohela, no response XX/XX/XXXX I emailed Mohela XX/XX/XXXX XXXX files this. It looks like they are having lots of similar issues. They are trying to financially ruin a generation for their own greed.
|
| 10/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loans were transferred to MOHELA from the Dept of Education after applying for the Loan forgiveness program. I have tried calling Mohela prior to the start of the loan repayment begin date and I have never been able to get anyone on the phone. Ive tried calling in the morning, afternoon and evening. Doesnt make a difference. I have questions that Id like answers to that I cant find on any website. They have an announcement when you call or view the phone app or website about the increased volume but that shouldnt stop them from running their business. Its unfair for customers to not have access to a live customer service representative because the company hasnt planned well to accommodate the increased number of calls. I have written emails with no answer.
|
| 07/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Starting in XX/XX/XXXX Mohela artificially stopped auto-payments and set my loans to forbearance. At the beginning of the payment pause due to Covid, I had specifically elected not to pause payments. Prior to XX/XX/XXXX, my payments had remained the same with the entirety being applied to the principle. Artificial stoppage and no means to rectify was the issue, their prescribed work around was to manually make payments until XX/XX/XXXX despite it working previously. This was a call, was recorded, involving a customer service rep, their XXXX, and an individual in IT?
As of today, Mohela has reset my graduated repayment plan to the full XXXX? year despite having already been enrolled for 15 years. Previously my payoff was to occur primarily in XXXX, now XXXX.
|
| 11/18/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
MOHELA is my student loan servicer. I have sent them a message and I've tried to call them to inquire about my income driven repayment plan recertification date. My account says the recert date is XX/XX/2023 but the student aid.gov website has mandated that recertifications are pushed out until at least XX/XX/2023. I've tried calling them many times but there is a complicated convoluted phone tree and I am unable to be able to get through to an agent to discuss the situation. I've also had my phone call dropped numerous times when I tried to recall them. The automated system states that my income driven repayment date is XXXX XXXX and that if I don't recertify then my payment will jump up to {$1400.00}. I am terrified because I would be unable to afford that.
|
| 01/08/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I have attempted over the past week to set up auto payments with the loan servicer ( MOHELA ) in order to make payments. There has been issues with successfully making payments ( I was told it was that the financial institution rejected the payment ) and I have used MOHELA 's secure messaging system to figure out a solution. Through messaging and providing as much detail as possible I have attempted to fix the problem and make payments ; however, the response from MOHELA has been extremely underwhelming and the replies have not provided any information on how to fix the problem. The responses have appeared to be stock responses and have not been helpful at all nor addressed any of the questions I asked. Very disappointed with the quality of costumer service..
|
| 01/19/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
|
|
My loan was transferred to MOHELA for servicing several years ago. My balance at the time was around {$81000.00}. I am entering my 12th year of repayment and I still owe {$81000.00}. I have been paying {$250.00} per month for over ten years. When I call MOHELA, they tell me that they only keep two years of records. They say that I have additional accrued interest due to a forbearance we took when my husband had XXXX. My loan was in graduated repayment for thirty years, but their site says my loan wo n't be paid off until I am XXXX, almost 30 more years, so they have changed it to 40 years without notifying me. I can get no information from them on what amount is applied to principal, what they original balance was when the loan was transferred to them, etc.
|
| 10/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/ I received an electronic letter saying that 6 of my 11 of my loans were placed on administrative forbearance for the time period XX/XX/ through XX/XX/. On XX/XX/ I received a separate electronic letter saying that my other 5 loans were placed on administrative forbearance for the time period XX/XX/ through XXXX The time periods of the two forbearances do not match. I am worried about defaulting on the 5 loans with the forbearance ending XXXX because I still have not received a bill for any of my loans.
Yesterday, I received an electronic letter saying I have been signed up for the SAVE program and and that the scheduled begin date for the plan is XXXX With that start date, I assume I will default on the 5 loans with the forbearance ending XXXX
|
| 10/24/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have attempted to contact MOHELA a number of times. I have sent an email on the following dates with zero replies nor a phone call. XX/XX/2022 ; XX/XX/2022 ; XX/XX/2022 ; XX/XX/2022.
I have tried to call their customer service numbers on XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, and XX/XX/2022. Every time I call, I am on hold for well over XXXX minutes only to be disconnected and try again. I have emailed asking for someone to call me. There is something wrong with my account and no one will respond to me.
Customer service experience is terrible. While I understand the amount of people attempting to work with MOHELA at this time, it is not okay to not respond to a customer.
|
| 02/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I applied for PSLF forgiveness in XX/XX/2021. I requested my payments made during the COVID pause to be refunded to me from XXXX and MOHELA ( once I was transferred ). I did not receive the refund and am now being told I will not because my loans were forgiven. However, I made the request before the loans were forgiven. Also, they did not count my payments made to XXXX from XXXX, which would have given me 160+ payments and qualified me for a refund. XXXX had me listed as in school, which I was not, I was in repayment. When I asked for these to be fixed it was changed to Administrative forebearance. They are only listing me at 120 payments and not counting those years. The amount of money from the Covid refund alone is {$12000.00}. It is not insubstantial.
|
| 10/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
My loans are serviced with MOHELA.
I have needed to submit 3 requests to have the SAVE plan on my account. My income is ~ {$93000.00}.
My first application put me on the PAYE plan instead of SAVE, so I had to submit it a second time.
For my second application, I just received a notice that the monthly payments will be > {$2000.00} a month on that plan. That number is absolutely incorrect based on Mohela 's estimator, my self-reported income, and the Federal Student Aid estimations.
I resent a THIRD one today through studentaid.gov with proof of my income. I need to get my payments working due to PSLF eligibility and they keep giving different numbers every time I request the SAVE plan despite my income being the same each time- it's unbelievable.
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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|
I sent a message to MOHELA requesting correction of the number of qualfying loan payments for PSLF on XX/XX/2023. MOHELA ask me to submit a new PSLF application with my employer which I have done so promptly.
On XX/XX/2023, I requested follow-up on the processing of my application, as my qualifying payments are still not showing correctly. They said to allow 5 business days to process.
On XX/XX/2023, the changes are still not corrected, and I followed-up again, they said to allow another 5 business days to process.
On XX/XX/2023, the changes are still not corrected 111 days later ( giving them +106 days to correct my payments ), and they have not done so and did not reply back.
On XX/XX/2023, I notified MOHELA that I am filing a complaint with CFPB.
|
| 07/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
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Web |
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|
for years i have been battling XXXX and federal student aid about a loan discharge that i am well qualified for in more ways than one.
on XX/XX/2023 i received a letter from fed student aid stating that the discharge had gone through and it would be removed from my credit within 90 days. i called them, and some rude lady told me i had to call XXXX so i did. i also sent them a copy of my approval letter.
on XX/XX/2023 XXXX sent me a letter that it would be resolved within 90 days, that time expired on XX/XX/2023 on XX/XX/2023 i submitted a complaint with CFPB on XX/XX/2023 they responded with a claim that they are waiting for approval from fed student aid. i already sent that approval in XXXX
ive attached all the letters... time is up, fix this issue.
|
| 10/10/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
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I have contacted my current student loan servicing company and the Federal Student Aid office to obtain the original loan application for my spousal consolidation loan as well as my Master Promissory Note. I was told by MOHELA that I would receive my MPN emailed to me within a couple of business days. That was on XX/XX/XXXX. I have sent follow up emails and still have not received a response. I was told by MOHELA to contact the Federal Student Aid office to get a copy of the loan application for my spousal consolidation loan. The FSA told me to contact MOHELA. This was also on XX/XX/XXXX. I have sent multiple emails and have received nothing. I would like a copy of my Master Promissory Note and the original application for my Spousal Consolidation Loan.
|
| 10/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
Category Contemplated in Section 2.05 of Regulation S : I believe that the securities associated with my account fall within the scope of Section 2.05 of Regulation S, which pertains to offerings and sales of securities outside the United States. I request that MOHELA thoroughly assess the eligibility of my account under this regulation.
Deprivation of Rights : My continued obligation to repay this debt is causing undue financial burden and depriving me of my inherent and indefeasible rights, privileges, and immunities secured by the federal and state constitutions. As such, I assert my right to request debt discharge under applicable regulations.
By Section 611 of the FCRA provides your rights to dispute inaccurate information on your credit report
|
| 10/28/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
|
In XX/XX/XXXX, I submitted my PSFL Limited Waiver. I received confirmation from Mohela that they have considered my previous unaccounted-for payments to the PSLF program on XX/XX/XXXX. Upon review, I saw that Mohela had made an error. It ended my employment with the XXXX XXXX on XX/XX/XXXX. However, XXXX XXXX is still my current employer. I called Mohela twice and was on hold for multiple hours with XXXX response from an agent. I submitted a request for correction via their secure messaging as well. Finally, on XX/XX/XXXX, I submitted a fax requesting them to correct the stated error. I sent them the supporting documents with my fax as well. I have yet to receive a response from Mohela, and the deadline for the PSLF limit waiver is Monday, XX/XX/XXXX.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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|
My loans were forgiven in XXXX of 2022 However, I had filed a borrowers defense case against XXXXXXXX XXXX and I was approved for discharge.
I should be receiving a refund on those payments made prior to the forgiveness.
I am now with a degree that I was promised career choices with and that did not happen. I spent two years working so hard on this degree with the intent of transferring positions to find out the degree did not allow that.
I am now in the discharge group, I have contacted Department of Education in regards to my payments refunded, they told me to contact Mohela. After 4 failed email attempts, I called and was told they don't know anything about the discharge or refunds.
I made payments and need the money returned for this loan
|
| 04/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
This is part two. Part one was Complaint ID XXXX. My loan is on the XXXX plan. Part one was about the servicer trying to say I made less payments than I did.
Now, even though they said I made XXXX out of XXXX payments, they are telling me I need to send income tax info from XXXX. I mailed a set on XX/XX/XXXX. Then they said my IDR request was denied because they didn't get my tax forms. So then I emailed them to MOHELA on XX/XX/XXXX.
Now they sent me a letter dated XX/XX/XXXX saying " We apologize but we are unable to grant your request for an income driven repayment plan. '' Then it said " A forbearance may have been granted for up to 60 days. '' I heard that this is called FORBEARANCE STEERING and it is illegal. Can I sue MOHELA for doing this?
|
| 11/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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I am restarting loan payments on and income driven repayment plan working in thr public sector. I submitted my application and they wanted different income information so I submitted it several times since XX/XX/XXXX and I have not heard anything back. I just want to make payments again so I can move closer to public service loan forgiveness. The hold time is 4 hours when I try to call them and I have sent 3 secure messages to them with no response.
If they will not allow me to pay them they should at least allow the last 2 months to count as payments so I can continue to make progress.
I just want to make payments on the new SAVE plan which I qualify for. Their delay in processing affects me financially.
Thank you for your assistance.
XXXX
|
| 05/10/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX You are in Direct Violation of The Fair Credit Reporting Act. Mohela/ DEPT Of ED Account # XXXX, XXXX XXXX XXXX account # XXXX, and XXXX XXXXXXXX XXXX Account XXXX XXXX has violated several of my rights.
15 U.S.C 1681 section 602 A. Clearly states that I have the right to privacy.
15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions.
15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Remove these late payment and update this account immediately as you are in direct violation of serval laws under The Fair Credit reporting Act.
|
| 02/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Servicemember |
|
Public Service Loan Forgiveness I submitted a certification form PSLF forms to MOHELA on the following dates : XX/XX/XXXX - Civilian XX/XX/XXXX - Military - XXXX XXXXXX/XX/XXXX - Civilian employment XX/XX/XXXX forms cover my XXXX XXXX and military service. My XXXX XXXX went from was from XXXX. After review I have not been credit for military service time or my XXXX XXXX. I made payments during this time and if public service is credited I would have completed 120 months and be eligible for loan forgiveness.
XX/XX/XXXX additional dates at my current XXXX XXXX job. I am requested that this time be counted.
MOHELA continues to not credit my public service to reach loan forgiveness. I am requesting that MOHELA review and credit my public service.
|
| 11/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
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 ).
|
| 10/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/XXXX I spoke with a representative to change repayment plans from SAVE to extended graduated repayment plan. I was told this was put in the system and would take up to XXXX business days to be reflected on my account. It's now XX/XX/XXXX, my payment is due XX/XX/23. The payment due is for the save plan which I wanted to change due to the new repayment plan savings. My payment should be {$250.00} not {$340.00}. I can not get a rep on the phone, because they are so overwhelmed with calls, to see why the change is not happening. What am I supposed to do? They are too busy to take calls, but speaking to them is the only to make a change on the account! I need the repayment plan change before the due date! I can not afford my current payment.
|
| 12/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I filed for XXXX this fall after consolidating my loans with MOHELA. Its has been months and nothing has updated on my account. I have worked at approved nonprofits for 20 years. And its like a black hole. I got all the paperwork and XXXX forms in by the deadline. And nothing has really happened. My payment count has been 3 for a long time.
There is no way to speak to a human being without waiting on hold for an incredible amount of time. I work!!! I can not be on the phone for hours on end. They do not reply to emails and I just can not seem to find any way to talk to a human who knows what is going on. 90 business days is a crazy amount of time. I have worked hard to get everything in and now I just feel like it went in the trash or something.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
When my loans were consolidated with MOHELA, I had a standard payment of {$180.00}. I applied for the SAVE repayment plan when applications opened on XX/XX/2023. MOHELA quoted a repayment price of about {$120.00}. When the application was processed, MOHELA did not process it for SAVE, which was indicated on the application, but instead processed it for Income Contingent Repayment. My new payment is now {$220.00}. The terms of Income-based Repayment from the Department of Education state that any income-driven repayment plan can not exceed the standard repayment rate. When I contacted MOHELA to have this resolved, I was informed that the original quoted repayment amount was " just an estimate, '' and that I would have to pay the new payment plan.
|
| 12/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Prior to applying for PSLF, my loans were serviced by XXXX XXXX. On XX/XX/XXXX, my loans were transferred to MOHELA as a result of my PSLF application. On XX/XX/XXXX, MOHELA informed me by way of letter that my application for the PSLF waiver was approved, and that my loans had been forgiven.
During the course of my repayment, I made XXXX payments. The total refund I received is {$22000.00}. {$22000.00} / {$450.00} ( my monthly loan payment amount ) = XXXX. Mohela is not reconciling my payment history correctly. I am owed XXXX payments as a function of basic math. My repeated requests for a refund of the remaining XXXX payments has gone unanswered as well as support for how Mohela determined I only made XXXX payments towards my student loans.
|
| 11/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX, I spoke with a rep about fixing deferments on my student loan account. At that time, I was assured that all of my loans would be out of deferment, per my request. One of my loans is still showing in deferment. I have sent messages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX requesting to again to have the deferment removed. I have not heard back from them yet and that loan is still showing deferment.
Further, from XX/XX/XXXX thru XX/XX/XXXX, all of my loans were in repayment. I had dropped out of my XXXX program in order to consolidate ( can't consolidate loans in deferment ) all of my loans. The loans were successfully consolidated, but Mohela is not showing those as having been in repayment and counting as 10 months of payment.
|
| 09/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have been in XXXX XXXX for over XXXX XXXX and thus applied to have my federal student loans forgiven via the PSLF/ waiver. I applied for this over a year ago. My current loan lender is the company Mohela, even though these were all federal loans. All of my payments were deemed eligible for repayment, but only some were " qualified '' for repayment based on my employment. The problem with this logic is that I've worked for the XXXX XXXX the whole time, including during when the payments were deemed " not qualified '' based on my employment. My repeated requests for further information from the pslf program have gone unanswered. I am considering suing the Department of Ed in federal court under the XXXX. Any help would be excellent. Thank you!
|
| 12/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
This is an addition to Compliant XXXX. I received a call from MOHELA at XXXX XXXX XXXX on XX/XX/XXXX. They left a XXXX second message that ended after call back at XXXX.
I logged into my account to contact them and found they are not counting payments made towards XXXX in XXXX. I was employed by the State of Kentucky and was not in school. I have called and messaged them and it still isn't fixed. The original call was in XX/XX/XXXX. All forms have been submitted. I graduated in XXXX and did not reneter school until XXXX. I need to be credited these payments. I also made payments during COVID after XXXX said they would count.
I still have not received a payment for due date of XX/XX/XXXX. The system does not match what they say my payment is.
|
| 04/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was approved for the borrower defense on XXXX and as of today, Mohela and the US department of education has failed to update my student loans showing that I am no longer eligible for loans under XXXX XXXX. Ive waited the requested time frame which was 180 days and there was no update so i contacted both agencies and neither agency could answer my questions as to why my loans are still being processed. I filed a feedback case with the US department of education Ombudsman group in XX/XX/ and i waited the requested time frame of 15 business days and have not received any communication from that department. This is affecting my credit profile and finances and i would like for it to corrected as i have now waited an entire year with no results.
|
| 11/09/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Good evening- my information was transfered from XXXX XXXX, and is showing in the Mohela site. I had a few issues XXXX XXXX was helping me with along with the ombudsmen team at student aid. My issue is, data is missing from my count, years are missing ( XXXX ) and there are also gaps within the subsequent years. ( post consolidation ) Also, some forbearance was accounted and others not during the PSLF waiver. I was waiting for the fall for the rules of the IDR waiver to apply and all the forbearance/deferment would count. I have sent mohela, emails for assistance with no luck. Cant get a live person on the phone. During those years my servicers was XXXX XXXX. I am not even sure if the DOE had done their final review. Can someone please advise.
|
| 12/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX, I received a letter from MOHELA stating that my monthly payment amount for SAVE is scheduled to expire after my XX/XX/XXXX, payment date. Today, on their website, my IDR renewal date is listed as XX/XX/XXXX, which is before my XX/XX/XXXX payment will be made. I do not understand the contradictory information. I would like an explanation from MOHELA and them to correct any records, their website, and correspondence to reflect the correct IDR expiration date. Additionally, given the severe issues with customer service, I would like to know by what date I will need to apply for my IDR to guarantee no lapse in my reduced SAVE payment. The original letter as well as what I currently see on the website are both attached as documents.
|
| 11/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted an application to studentaid.gov for the SAVE ( IDR ) repayment plan on XX/XX/2023. It was sent to my student loan processor MOHELA. However, ever since it was received it has been under " processing '' phase. MOHELA put my loans under administrative forbearance on XX/XX/XXXX to end on XX/XX/XXXX. I continued to wait until XX/XX/XXXX when I contacted them via their message platform regarding my application still processing. It is XX/XX/XXXX and I have not heard back from them nor has my application been processed. I received a notice that the forbearance ends XX/XX/XXXX and I will have to start repaying my loans without the SAVE repayment plan in place. My first payment is due XX/XX/XXXX a few days before XXXX. This is ridiculous.
|
| 07/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
XXXX check payments with account number, XXXX, noted on them were mailed to the Department of Education and all three checks cashed in XXXX. All three checks have the " XXXX XXXX XXXX XXXX XXXX '' on the back under the cash date. However, Mohela has only applied XXXX of the XXXX payments. I have called multiple times regarding this issue and have been told to wait for processing, wait for a call transfer to a different department, or wait on hold for a supervisor to become available resulting in a hold time of over an hour with no supervisor joining or call transfers being disconnected. I requested a refund of the XXXX payments under the special COVID rules. A refund was provided for only XXXX payments and not the third payment of {$1500.00}.
|
| 01/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I received a letter from MOHELA telling me that I am not eligible to qualify for the student loan forgiveness. They don't answer phone calls! No way to communicate with them.
They stated that I have only 2 qualified PLSF Qualifying payments ( Public Service Loan Forgiveness Program ). They say I don't qualify XXXX XXXX XXXX XXXX XXXX XXXX XXXX for 15 years! ( Florida ) XXXX XXXX XXXX XXXX XX/XX/XXXX - XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) PLEASE HELP!!
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Please remove my personal information ), you can leave my name only.
|
| 12/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
Myself XXXX XXXX ( XXXX ). and my husband XXXX XXXX ( XXXX ) both have loans with Mohela. On XX/XX/XXXX they received a discharge list with our names for XXXX. Our loans are not being updated. They are sitting there.
After several attempts we get the same response or a clueless response. It will take XXXX days to process. On one occasion we are told they need to send the list to Department of Education for review. However, this is false. The Department of Education sent our names in a file to them on XX/XX/XXXX. I have an Obudsman from the Department that contacted us the day our file was sent for discharge. I was told it would take a couple of weeks.
Nothing has been done and it is over a month.
This nightmare has gone on far too long.
|
| 04/25/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
XXXX / XXXX / XXXX - submitted a request to loan servicer MOHELA via secure online message for full payment history of my account : " Please provide detailed transaction history of my account from XXXX XXXX , XXXX to current. '' XXXX / XXXX / XXXX - MOHELA 's Response : Thank you for contacting MOHELA, We will provide you with an automated payment history for your loans while serviced at MOHELA. You may view the last 12 months of payments on MOHELAs website. To the left of this message, please select Payment History under the Payment Assistance heading. To provide a complete payment history, we will need a specific reason. We apologize for any inconvenience this may cause. We look forward to continuing to service your loans.
|
| 04/21/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Trouble with how payments are handled
|
|
Web |
|
|
1. XXXX ( most likely ) or Mohela is inaccuratly reporting a {$48.00} million dollar balance for one of my XXXX student loans.
2. The current loan servicer, Mohela, is not reporting the full loan history relating to each student loan as it should for a monthly credit rating - this should be accurately reflected on all of my credit reports. This failure causes the appearance of a much shorter period of responsible student loan history. ALL monthly loan rating history relating to my student loans should be reported to the Credit Bureaus - this has a significant impact on credit scoring.
3. I have XXXX open student loans and Mohela ( or the credit Bureaus ) are reporting loan # XXXX and # XXXX as a single loan on the credit report.
|
| 11/06/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
|
|
I received notification from MOHELA on XX/XX/XXXX via physical mail, and notarized by the post office, that my student loan is paid in full. My loan is currently listed as paid in full status.
However, all three credit bureaus report that the loan is still outstanding as of XX/XX/XXXX. MOHELA failed to notify the credit bureaus in a timely manner of this update. This resulted in a XXXX point decrease in my credit rating.
MOHELA also sold incorrect and false information pertaining to my person to all XXXX data brokers. This constitutes slander, liable, and defamation. Furthermore, this fraudulent act constitutes a violation of the Gramm-Leach-Bliley Act of 1999.
MOHELA is a financial entity acting as an extension of a government entity.
|
| 10/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Older American |
|
I can't get through to Mohela.
I have signed up several times for the PSLF program over the years. My loan was moved and I was assigned to a nonqualifying program to which I was unaware. During XXXX and XXXX I again filled out the paperwork provided to correct my payments and they be counted for the PSLF.
I have been a XXXX XXXXXXXX for nearly XXXX in a rural area, XXXX XXXX in WA state and qualified for the state program providing funds for my loan due to my status of public service in an extremely rural area.
So I waited and waited and just got information for starting my repayments ( I thought after paying for 12-years my loan would be excused as promised. ). I just discovered my loan is not assigned to PSLF and this is just not right.
|
| 05/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I qualified for XXXX XXXX XXXX XXXX almost 2 years ago, and my loans have still not been forgiven. The threshold for forgiveness is XXXX payments, and Mohela currently has my account listed as having made XXXX qualifying payments towards loan forgiveness. I contacted Mohela ( the loan servicer ) today, and no one could give me any concrete information on my account status.
I have completed all of the necessary forms and continue to update my employment via the XXXX employment certification forms, but no one can tell me when or if my loans will be forgiven.
My account is now 22 months past the date that I should have been forgiven, and during that time my loans continue to sit on my credit report and limit my ability to receive financing.
|
| 03/23/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
When I finally got the help I needed to make consistent payments with a Fed Server, the government shut things down r/t COVID 19. I continued making my payments only later to find out that the government transferred my account to MOHELA. I continued making payments with MOHELA but no longer can because of the long phone call wait time and now I can't logged into my account to get information about my loans. My account either freezes or locks me out. It's important that I let them know I have moved! I had a better communication with my previous Fed Loan Server and monthly auto payment setup that was working great. This was not necessary for the Federal Government to just change my Server as though my opinion doesn't matter concerning my debt.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
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|
I have been employed by an agency that counts towards the PSLF since before I even started my degree program. Currently Mohela says that many of my payments do not qualify for the program. I'm not sure how they can say this as my employment has been with local government for the entire time. When I reached out to Mohela the only response I get is that they are experiencing a high volume of inquiries and I will be notified when they get to my questions .... It's been over 9 months now and still no answers. When I call, I go through a phone tree then on hold for an eternity. I don't have time to sit on hold all day just to sit on hold and never be addressed. This company needs to be fired and stripped of their ability to handle student loans!
|
| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I applied for Income Driven Repayment Plan ( SAVE plan ) on XX/XX/XXXX, I called in XXXX for an update. They told me they will try to expedite the request. On XX/XX/XXXX, instead of expediting the request, the representative ended up applying for another type of loan ( Income Based Repayment Plan ) and also put me in Administrative forbearance until the matter resolves. I am on the PSLF program, so forbearance does not help count my payments towards the program. I have repeatedly called MOHELA to remove the forbearance and ask my status on the IDR ( SAVE plan ) and they keep giving me the run around and no one seems to know what is going on. I am urging CFPB to please help me with this matter so I can get my loan type and payments situated.
|
| 02/16/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
*Approval of the PSLF was received XXXX XXXXXXXX on XX/XX/XXXX XXXXBefore forgiveness was finale the loan servicing transfered to Mohela *Mohela claims not to have any of the paperwork for this PSLF program and require me to resubmit all of the documentation *Mohela has given 30 day timelines to respond and no response has been received *I am still having to spend hours on hold multiple days per week attempting to reach anyone at Mohela who can assist *My loans are still not forgiven as previously approved for the PSLF and as of XX/XX/XXXX I am being told I now no longer meet the qualifications XXXXMohela has mismanaged my loan documentation and will not follow up as promised. They are providing disconnected phone numbers and not responding
|
| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loan servicer, Mohela, is supposed to accept Public Service Loan Forgiveness ( PSLF ) certifications. They state that they will take XXXX days to process PSLF certifications. I submitted a certification on XX/XX/XXXX. That request was canceled without my consent by Mohela. I called and they acknowledged their error. It was re-submitted for processing on XX/XX/XXXX. It was then canceled again without my consent by Mohela. I called again and it was then re-submitted in XX/XX/XXXX.
The resolution of this certification is now over XXXX months delayed with no end in sight. In addition to unfairly cancelling PSLF certifications, Mohela never alerts me to it so I am left trying to find out on my own whether they are doing their job or not.
|
| 05/30/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the XXXX major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
|
| 03/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My loans were consolidated and transferred to Mohela in XX/XX/XXXX. I uploaded XXXX ECFs in single XXXX page document on XX/XX/XXXX. On XX/XX/XXXX I was informed that I only had XXXX XXXX eligible payments and XXXX qualifying payments. I called to request an application review/recount as I had well over XXXX qualifying payments at that time. On XX/XX/XXXX I received a letter from Mohela which stated I had XXXX eligible payments but only XXXX qualifying payments and the website currently shows my XXXX application review request was cancelled. It is clear they failed to process one of my ECFs qualifying my employment as a federal employee from XX/XX/XXXX to present and have not given payment credit for those years of qualifying employment.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I called Mohela with questions about my student loans. I was on hold for XXXX hours. Then hung up on. No one ever answered or helped me. No one even tried to contact me.
I then filled out a message through Mohela 's online portal.
Several days later, I got a response saying that I had talked to someone in customer service and my concerns were addressed. This was patently false. No one ever spoke with me. No one made any effort to help me. I still have all my questions.
My loans still show an incorrect number of PSLF qualifying payments. They still do not all show as in repayment. I have not been in school since XXXX. I filed the form to waive the grace period. What is going on? No idea and no one at Mohela will tell me or help me.
|
| 08/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XXXX XX/XX/2023 I submitted a qualifying loan forgiveness application which was approved. Mohela informed me that it would be placed in administrative forbearance until the acct was updated by DoE. I requested an update again in XXXX and was told give it another 30-60 days. I received a payment request and the acct was removed from forbearance in XXXX but the acct has not been serviced or updated properly. I have endured several hours on hold only to be told the acct was approved for loan forgiveness but the acct has not been updated and a payment is still being requested in the full amount. The payment is not past due with another right behind it but the acct remains unchanged and Ive been given bo timeline for updates or servicing.
|
| 10/18/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am sure this is one of many complaints, but this has been so outrageous and taking a huge toll on everyone involved.
PLEASE HELP US DEAL WITH MOHELA!! NO ONE can get through!! I have called for days straight and I am on hold for 2+ hrs plus!!! I can't get through and I am not the only one. This is absolutely unacceptable - we were all students and working to pay/deal with our loans. I am a working public servant - I serve my city. PLEASE hold MOHELA accountable for what they are doing, this is not right. We did not choose for our loans to be transferred to them. I am extremely worried and concerned for my loans and all those involved.
They are purposely judging calls and not answering so that they can profit off student debt!!!
|
| 09/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My student loans have been on an IDR plan for almost 10 years. On XX/XX/XXXX, MOHELA changed the payment plan type of my loans from my IDR payment plan to the standard repayment plan. I contacted MOHELA and they told me I would have to resubmit a new IDR application, as they could not automatically revert my loans back the the ICR plan I have been on for years. It is now going on a month and they have yet to process the application to put my loans back on the original ICR plan. This delay is causing me to have to repay an amount larger than anticipated. It also affects my PSLF count, for I am a federal government employee ( USPS ). Can you please assist in getting my IDR application process so the error MOHELA made can be corrected.
|
| 05/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Three times theyve confused me with someone else. The other person, who MOHELA told me the name of, has applied for Public Loan Forgiveness. That is not me, I have never done that and have no reason to. Their customer service has gone to bosses each time to try and rectify the problem as theyre not just harming me, theyre more importantly harming the person applying for the public loan forgiveness. MOHELA is incompetent. I file this complaint and will call them soon with this complaint on record to try and rectify the problem. Wading through 10 minutes of prompts on the phone, followed by 15 min of waiting, followed by 25 min of someone trying to fix THEIR problem is not how I like to spend my time. Much less doing that three times.
|
| 11/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I consolidated my student loans in XXXX with XXXXXXXX XXXX and then reconsolidated them again in XXXX with XXXXXXXX XXXXk for which i am still repaying at a rate of {$390.00} per month.
Now I am getting bills stating I still owe an additional {$28000.00} by MOEHLA and they are asking for {$330.00} per month. I am unsure why i am now being told I owe the original amount when i consolidated everything.
I am a registered nurse, and i have been working non-stop since graduating school in XX/XX/XXXX. I am currently enrolled in a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXXXXXX University in NJ. I believe the bills i am receiving are a mistake AND i also am still in school so i should not be charged repayment at this time.
|
| 11/02/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
My student loans were transferred to Mohela from XXXX as part of my public service loan forgiveness. The loans were successfully transferred but upon transfer resulted in duplicate reports on my credit report. The same loans appear on my credit report for both XXXX and Mohela. Essentially doubling the debt owed. Dispute was opened with XXXX but was not settled satisfactorily. XXXX account shows balance as XXXX however they continue to report the prior balance to the credit bureaus. Loans have long been transferred to Mohela and forgiven and still appear. Dispute did not result in accurate reporting. XXXX was provided statement showing XXXX balance and dept of education statement reflecting XXXX. XXXX provided outdated information.
|
| 10/11/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I called MOHELA yesterday ( XX/XX/23 ) and I was put on hold for over two hours before I could speak to anyone.
The reason I called is that MOHELA put my account into forbearance that I had never requested, nor did they notify me that they had done so. If I hadn't happened to log into my account, I never would have known.
Once I finally got someone on the phone, I asked them why they put my account into forbearance. The person I spoke to didn't know, put me on hold to find out, and never figured out an answer.
I messaged MOHELA through their website to ask about why the forbearance had been applied and to confirm that the months on forbearance would count towards Public Service Loan Forgiveness, but they have not yet responded.
|
| 11/04/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have been stuck in the process of the PSLF since XXXX with no sign of resolution. My loan was transferred to Mohela at the beginning of XXXX and I am no closer to forgiveness than I was then.
My PSLF payment count is actually lower on Mohela than XXXX and the PSLF tracker at Mohela shows no information.
I have received no communication since my transfer other than when I call, and I have been given dates for forgiveness ( end of XXXX, end of XXXX ) that have been patently false.
When I do make the mistake of calling Mohela, the average hold time is over three hours. On three occasions, I have been on hold that long only to be disconnected with an automated message about busy lines.
I have nowhere to turn for information.
|
| 02/27/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Hello, Effective XX/XX/XXXX my student loan balance was waived through the MOHELA student loan servicing provider under the Public Service Loan Forgiveness Program.
The problem is MOHELA has not reported that my student loans have been forgiven to all of the credit bureau reporting in the United States including XXXX, XXXX, and XXXX.
I emailed MOHELA through my online account on XX/XX/XXXX asking when MOHELA was going to report this new financial information to the XXXX, XXXX, and XXXX.
Their response is they report every 30 days, but I have not seen this change or update on my credit report.
I would really appreciate it if MOHELA lets XXXX, XXXX, and XXXX know that I no longer have this debt.
Thank you, XXXX XXXX, XXXX.
|
| 11/19/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
|
|
This Loan was included in my bankruptcy.
The Trustee in the bankruptcy said this loan was approved to be discharged in bankruptcy, but Mohela & US Dept. of Education refuse to see that. They say I did not supply a " Hardship Test '' If US Dept of Education and Mohela felt there was an error in the Bankruptcy Case they were to respond as any other creditor would half to by the date determined in my case file. This was established in the Ninth Circuit under XXXX argued XX/XX/XXXX and Decided XX/XX/XXXX.
This student loan has been on my credit report since XXXX posted by Mohela and even listing late payments after XXXX, the bankruptcy occurred in XXXX and therefor should not be on my credit report stating any late payments at all.
|
| 10/23/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loans were due XX/XX/XXXX. I made a payment on XX/XX/XXXX and got a confirmation number. I never received anything about the payment not going through. I logged in to update my public service loan forgiveness paperwork on XX/XX/XXXX and saw I had a past due. I immediately paid it even though I had a confirmation number from XX/XX/XXXX as I didnt want it to affect my loans.
I immediately called MOHELA and as of right now have been on hold for four hours and 15 minutes. They have no call back option and no information on how long the wait is. I am genuinely concerned with how difficult it is to get any assistance in this type of issue. There is no other means of contact for MOHELA and to be on hold for over 4 hours is absurb.
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
My loans were transferred to MOHELA this year. I have sent them XXXX emails about issues drag I need their help with and have had no response. I sent a letter by mail with delivery confirmation so I know it's received and I've had no response. I had a request to update my income based repayment, which they sent a letter to refuse to make the change and to let them know if I want the change. How am I to contact them if they respond to no communication? I'm hard of hearing and they don't have a TTY line, they depend on XXXX to call them. They absolutely don't take it seriously to help borrowers. I will be done with them with student loan forgiveness. However their inability to actually respond to any of my communications is absurd
|
| 03/13/2018 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
This university is collecting tuition and fees while dismissing students at anytime without evidence. Thus keeping the students funds that loans have been taken out for. These loans have been isssued through this institution then redeemed by the institution and forcing forfeiture of ability to benefit. They have done this to someone with a mental/emotional XXXX or XXXX. The institution does this without hearing. When asked questions during dismissal the representatives said that they would not answer questions. When superior representation was contacted student was directed to an ombudsman. The ombudsman allowed for this students complaints to go unanswered to. Ultimately, this student has been given the run around for a year.
|
| 02/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I continue to get the runaround on XXXX from Mohela. Mohela and I agree that my last XXXX was processed in XX/XX/2022, putting me over the XXXX required payments to qualify. We also agree that my account has reflected the correct XXXX payments since XXXX. However, Mohela reports that they have not sent my account for discharge under XXXX. When I ask why or when they will, they say they do not know. So we agree all requirements have been met and all paperwork is complete, but they have refused to even begin processing the discharge for months and claim it will take another XXXX business days after they " start the process. '' There is absolutely no reason to not process my completed PSLF but they can't tell me why they haven't.
|
| 10/30/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have one student loan remaining and it incorrectly shows that I was in forbearance for a period of 2 years. I was not in nor did I request to be in forbearance for one loan during this time period. I requested and received a complete record via a Dept of Ed FOIA request and it and it listed all payments were made to the account during that time. I've submitted complaints and requests for re-review but the review has been stalled for months.
For reference, my other two loans that were paid at the same time and in one payment were already discharged but this one was somehow left out. The loan was transferred from XXXX to XXXX and then to Mohela, however the error occurred before this when the loans were held by XXXX XXXX XXXX.
|
| 09/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I called MOHELA and at the beginning of XX/XX/XXXX and asked how my monthly payment was calculated. The last of my tax returns that they have received from me is from XXXX, which is consistent with the rules of the student loan repayment pause. My payments then were roughly XXXX $ ; now I am to pay roughly XXXX $ without clear reason why. I called back 2 weeks later ( on XX/XX/XXXX ) after I had been told to expect a response in 5-7 business days. When I called back I was told I would have a response by end of XXXX. Yesterday, XX/XX/XXXX, a new message was sent stating I could expect a 90 day response time. As a result, I will be paying more than 5 times what I owe and have no recourse in this situation at no fault of my own.
|
| 03/01/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I requested a refund of voluntary payments made during the pandemic in XX/XX/2022.
I was told that they could not provide me with a confirmation number or any specific details about my request, however they did provide me with the amount coming back to me.
It is now XXXX, and I still havent received anything. Was told today this shouldnt take longer than 60 days and asked if I wanted to be transferred to resolutions. Have been on hold with them ( is this a real department?? ) for XXXX and counting.
I understand MOHELA is getting the bad end of the student loan reform deal but they need to process these refunds for voluntary payments made in a timely manner. This is a federal program and MOHELA needs to adhere to the rules.
|
| 10/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/2022 I submitted my annual verification form for the PSLF program and received a letter from MOHELA dated XX/XX/2022 stating my paperwork would be processed within 10 business days. It is now XX/XX/2022 and the paperwork is still pending. I have tried to contact MOHELA multiple times - once using the " contact us '' messaging system available on their website and 4 times by phone. I have not received a response as of today from their " contact us '' form. Phone calls are met with extended hold times of multiple hours. These phone calls will disconnect automatically prior to the end of the estimated wait which then requires one to redial. I have as of yet been able to speak to a phone representative due to this issue.
|
| 12/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My loans transferred to Mohela earlier in 2023 and they put me on the higher IDR payment in error due to " not recertifyingin time '', but that was pushed out due to the covid forbearance. It took several months from XX/XX/2023 to XX/XX/2023 for my IDR plan to be corrected due to Mohela 's processing mistake. I was told by multiple supervisors that the forbearance time from XX/XX/2023 to XX/XX/2023 would still count towards PSLF as it was placed on my account administratively to allow Mohela time to correct their mistake. I also have a forbearance covering XX/XX/2023 as well that I didn't request and that was Mohela 's doing. I'm participating in the PSLF program and want everything to be in compliance to count towards PSLF.
|
| 10/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Yesterday, I received a letter electronically from Mohela saying that my account had been put on administrative forbearance. I believe this is due to their need for time to figure out why I have not been billed yet - I had originally contacted them because they never sent me a bill even though I should be in repayment and I was afraid of defaulting. However the forbearance letter does not list all of my loans. It appears that half of my loans are now on forbearance and half are not. So I am still afraid of defaulting on the loans not in forbearance. I very much would like to make a payment on my loans, but it appears MOHELA is too understaffed to quickly get me into the SAVE program and send me a bill for the correct amount.
|
| 02/10/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I submitted a PSLF form on XX/XX/XXXX to certify my employment. This form was processed on XX/XX/XXXX with no change to my qualified payment count, although I should have received XXXX payments added to my count.
I submitted a new PSLF form on XX/XX/XXXX to certify my employment through XX/XX/XXXX and put me over the XXXX qualified payments needed for PSLF loan forgiveness.
The form I submitted on XX/XX/XXXX was incorrectly marked as a duplicate and cancelled by Mohela. This issue happened to countless other borrowers per online forums.
When I contacted Mohela via chat, I received no resolution. When I followed up via phone, I was told my form would go back in the queue and it would take an additional 30 business days.
|
| 10/25/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I applied for XXXX XXXX XXXX XXXX ( XXXX ). I mailed my application to MOHELA and also uploaded my application via their online servicing portal. I received an email from them via their secure portal dated XXXX XXXX, 2022 stating that they would process my application within 10 business days and let me know if my application has been approved. After 10 business days passed and I hadnt heard from them, I sent them a message via their secure portal asking for a status update on XXXX XXXX, 2022. I received no response. I sent another message via their secure portal on XXXX XXXX, 2022 asking for a status update. To-date, I still have not received a response. I would like to know whether my application for XXXX has been approved.
|
| 10/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have attempted to call MOHELA, my student loan servicer, for a week. I need to speak with a human being regarding a payoff amount. One would assume they'd be eager to collect their debt, and yet, the calls are either dropped ( after the caller is forced to listen to a three-minute, useless automated message ) or the calls do not go through at all. In a time when many people are concerned about Public Service Loan Forgiveness, loan cancellation, and the rising cost of just existing, it is unacceptable that this company is allowed to treat people in this manner.
The application for loan forgiveness is supposed to be released this month. Unfortunately, I have zero faith that I will get any results from this horrible company.
|
| 12/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela is coming up with a loan amount over double what their calculator states it should be. I have requested multiple times what they are using to determine this number and they aren't responding with this information. They are giving a lot of nothing in their response letters. I would like this to be escalated to the ombudsman. This has been months. I have also asked them to call me to discuss, but they just want me to call and spend hours on the phone on hold, or get disconnected when it should be transferred to a rep and then have to call all over again. Also there is nowhere on their website that has the numbers they are using to determine this inflated amount of monthly payment, this isn't transparent and fraudulent.
|
| 05/13/2022 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
|
|
I have a Student Loan through XXXX Mohela and my payments were {$380.00} a month. In XXXX of XXXX, I had to do a forbearance due to being unemployed. When my forbearance expired in XXXX of XXXX, the payments had risen {$490.00} a month. Unfortunately, I had to do another forbearance, in XXXX, this time due to a XXXX and now the payments are {$730.00} a month.
I called XXXX Mohela on XX/XX/XXXX to see why the payments are so high after my forbearances and they told be it was due to the term of my loan, which is five years and ends in XXXX of this year.
I asked if there was a way to reduce the payments, because I only work part-time and I have not started back to work yet and they told me there was not way to reduce them.
|
| 10/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was placed into involuntary administrative forbearance for no apparent reason on XX/XX/23 I called that same day and they said they would process a request to take me out of forbearance in 3-5 business days. I waited this time and no action was taken. I called back and they said they couldnt give me a time frame for process to take effect. Called many more times all with XXXX min wait times, with no action being taken. I want to make my monthly payment on the SAVE plan to Take advantage of the interest subsidy but now I am just accruing XXXX XXXX XXXX of interest instead. MOHELA is fraudulent, inept, and should not be allowed to handle our loans. They are costing borrowers hard earned money because of their incompetence
|
| 01/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
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I have applied for XXXX with Mohela. My counts were updated with XXXX and transferred to Mohela on XX/XX/XXXX. Mohela updated the counts to reflect what XXXX had. I submitted a new XXXX from my current employer to cover XXXX, XXXX, and XXXX of XXXX. Mohela was processing my form, but instead marked it as duplicate and stopped processing it. They say that I can resubmit and wait another XXXX business days. I submitted the form, called them and had them review the form to ensure there was nothing wrong with it and they just decided not to process it. I don't think it is fair to go to the back of the line when I have done nothing wrong. I do not want to submit a new form only to have it marked as duplicate again and ignored.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I was enrolled in REPAYE prior to the end of the COVID-19 forbearance ( see documentation provided ). Instead of automatically moving my loans into the SAVE plan, MOHELA placed them in the Level plan ( see documentation provided ). I am now forced to pay {$2000.00} per month indefinitely until they convert me to the SAVE plan payment of {$520.00} per month. MOHELA has provided no timeline for when this change will take place. The MOHELA representative I spoke with today told me I am responsible for all payments until they can convert me to SAVE ( ie, correct their error ). MOHELA is stonewalling me, prohibiting my access to an income-based repayment program I was approved for and am currently eligible for. This is fraud.
|
| 12/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have several complaints about the way the Federal Student Loan servicers is conducting business, examples are below : XXXX. Making account changes without giving written notifications, their form of notifications is via their application which unless you log in more than a month you would never know of any issues.
XXXX. Not being notified of payments being due, once again you have to log into your account multiple times to even know there is payment due.
XXXX. Interest being capitalized on loans, when you are on a XXXX plan or have been in a forbearance where the interest should not be capitalized.
XXXX. Sent email communication to the company over 2 months ago and have not heard back, call wait times are 2+ hours.
|
| 11/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I applied for the SAVE program. This was approved but the payment I was given seemed to be much higher than I expected when I did the math. It turns out MOHELA had used the wrong poverty tables, so I re-certified my income. An automated document returned closer to my anticipated payment amount, but it still had to be officially approved. In the meantime, I made the full payment at the higher rate.
Today I logged in and saw that I have been placed in an alternate payment plan ( not SAVE ), with an even higher payment amount than before!!! Additionally, my account is accruing interest which it should NOT be on the SAVE program. I have attempted on multiple occasions to speak with someone from the company without success.
|
| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
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|
I am part of the sweet vs cardonna lawsuit and borrow 's defence has been approved for me. I have been in forbearance for the last six years and my loans have been approved for refund and forbearance until the refund comes. As of XX/XX/23 my loans were put back into payment against the wishes of the Department of Education. When I contacted my servicer they said to contact the borrower 's defense hotline, which I did and they sent a confirmation to my servicer that I was suppose to be in forbearance and they were to discharge my loans. When I checked back with my servicer they still had my loans set up to resume payment as of XX/XX/23 and are refusing to put them in forbearance regardless of what the DOE letter states.
|
| 01/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
I was told my loans are on the direct to discharge list for the public service student loan forgiveness program on XX/XX/XXXX. My final payment was XX/XX/XXXX. Many other people on the same discharge date and later have had their loans forgiven already. I am still waiting. I spoke to Mohela several times and they say they are still processing it but many people who have a later date have already received forgiveness. They are not processing the forgiveness in a fair manner. I have been working in public service for 19 years and have been waiting for a long time for this. This is a huge burden on me and very stressful and is damaging to my mental health. I just want my forgiveness processed fairly and in a timely manner
|
| 10/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Mohela required me to recertify my income in XX/XX/XXXX during the payment pause for student loans. Shortly after requiring recertification, all federal student loans were placed back into a pause in XX/XX/XXXX. I called in XX/XX/XXXX and they refused to revert the recertification that was not needed and that they never should have requested in the first place. They threatened me with a payment 4x my amount if I didnt do the recertification. When loans were paused again, this recertification should have been cancelled. I request the same rights as all other borrowers. They also still have not corrected my recertification date since it falls within 6 months of payments starting. It should be XX/XX/XXXX, not XX/XX/XXXX.
|
| 08/25/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Hello, Thank you for reading this.
I applied for XXXX with XXXX in XXXX of 2022. I have been getting denial letters. I then applied for mohela, but can't get a loan count from them. I don't know what to do next. Most recently, fed loan sent me a letter saying that I have to resubmit my paperwork because my employment start date is after my employment end date. This is not true, my paperwork is fine.
I tried calling mohela, but they said they don't have my loans yet, and they are not sure if my paperwork is correct or not. Initially, they said the paperwork was fine, but then they said it all had to be resubmitted because the signatures were too old.
Can someone help me with both XXXX XXXX and mohela. Thank you.
|
| 12/29/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/XXXX, I had the balance of my student loans forgiven through the XXXX XXXX XXXX XXXX XXXX. My federal loans were serviced through Mohela.
I found out a few days after that I had actually overpaid, and I would be issued a refund in the amount of {$1900.00}. At the time, I was told to allow the refund XXXX business days to make it to me.
As of now, XX/XX/XXXX, I have not received the refund. It is over 90 days at this point and I have called Mohela at least 6 times, getting a different and unhelpful answer each time I call. I am getting so frustrated as I know this money is rightfully mine and Mohela just continues to brush me off. Anything you can do to help would be so appreciated.
Sincerely, XXXX XXXX
|
| 12/07/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have recently submitted information for PSFL. In order to do so, I had to consolidate my loans. Recently, my payment counts were updated and did not reflect all of my years of service. I was informed to go to student aid.gov to ensure that all months of my loan status were reported, as that could impact my counts. Upon researching the information I discovered that several years of loan status is not reported and there are several that are reported wrong. Specifically, the years from XXXX and several month I XXXX and the entire year of XXXX are not listed. My resolution to this issue would be to have my status updated so that my payment counts can accurately updated. I would also like a printed copy of this history.
|
| 10/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I switched from the PAYE plan to the SAVE plan. MOHELA only put half of my loans into an administrative forbearance. The other half still had a payment due under the PAYE plan. I tried to reach MOHELA by phone and by email and could not get through. All of my loans were then put on the SAVE plan, with a payment more than 30 % lower, and MOHELA still took the higher payment from me through an auto debit system that would not allow me to cancel the payment. They continue to fail to answer my customer service inquiries. In my view, MOHELA has essentially stolen money from me in this way, because the SAVE plan would have otherwise resulted in forgiveness of the interest that wasn't due, and they miscalculated my payment.
|
| 01/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My loans were transferred to Mohela from Fed Loan servicing. On XX/XX/XXXX I submitted an XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX to XX/XX/XXXX. After waiting XXXX months Mohela marked this form incorrectly as a duplicate.
On XX/XX/XXXX I called and spoke with the XXXX She gets back on the phone and states oh there are XXXX payments missing I sent a request to have them applied. I responded there are XXXX years of payments missing. Her response was oh I made a mistake. It has now been sent back to review with another XXXX day time frame.
Mohela is mishandling forms left and right. I should be at XXXX necessary payments and my loans should be in the process of PSLF forgiveness. Please help me.
|
| 11/17/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My servicer changed from XXXX to Mohela early this year. They were supposed to have everything transferred over. I need proof of payment going back further than the transfer date. I need this for tax purposes. If I don't get it, I will have to pay back a significant sum for the tax credit I received. I've made all payments on time, even during the COVID deferment period. The statements prior to the transfer date are not made available online, so I called Mohela to request them, as it says we can do. XXXX XXXX also told me I had to call Mohela for those statements. The representative told me they would be mailed to me within 30 days. That was three months ago. I have received nothing. I don't know what to do about it.
|
| 11/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
My account was sold to MOHELA. This company has placed me on forbearance so I called to ask why. They really couldnt provide me with information. I am continuing to be charged interest even though theyre not taking my payments. Im also having accrued interest added to my balances. Id like to know where this came from since no interest was to accrue during COVID. I also continued to make payments during this time. Lastly, they are charging me a flat XXXX XXXX interest even though my interest rates range from XXXX XXXX with only one loan at XXXX XXXX I told them this is illegal since I signed contracts for the other interest rates. I filed a complaint with them on XX/XX/XXXX and no one has gotten back to me. Thank you
|
| 09/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
In XX/XX/2023, I sent a complaint to CFPB about Mohela ( see attached ). Mohela replied in XX/XX/2023, with an explanation, which I was grateful for since this was the first communication clarifying how I may resolve the issue. In XX/XX/2023, forms were submitted that addressed the previous issue.
The current issue is that these forms were supposed to be included as part of my payment counts within 90 busy days. It is now 90 busy days since the forms were uploaded on XX/XX/2023.
This is an issue because as of XX/XX/2023, I have met the required 120 months of public service. However, I can not put my account into forbearance through electronic certification because Mohela has not properly updated my payment count.
|
| 12/06/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
Issue : My PSLF applications were faxed to MOHELA on XX/XX/2022 with all 3 employer forms signed/completed. I received a qualifying payment update letter dated XX/XX/2022 certifying 2/3 employers, but did not include my employment with the Department of Justice. I never received a denial letter for any of my forms. MOHELA 's website reflects that it was cancelled because it was a duplicate request. There isnt a duplicate application for the Department of Justice, or at least not an approved one, so this pushes the processing time even further due to their mistake. Please note, even though my personal identifiers have been redacted from the attached documents, they were present when the forms were submitted to Mohela
|
| 10/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Can't temporarily delay making payments
|
|
Web |
|
|
My loans are being serviced through Mohela. According to the agreement I have with them, I have XXXX general forebearance days to use. My loans became due on XXXX and I applied for forebearance on XXXX. I asked for 365 days of forebearance as I can not pay. I do not have the money to make the payments. In the past it took a few days. I got a letter that said it can take up to 90 days and I must pay the bills as they are due. Each bill is {$1300.00}. I can not pay that. They are not processing my application, unfairly, and I am concerned this will affect my credit. Conclusion : Mohela has not processed my request for forebearance and is saying I have to pay {$1300.00} per month, which is impossible. Please help me.
|
| 09/15/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I was approved for borrower defense. I have a letter provided by Department of Education. As per approval letter, I am no longer required to make payments while my loans are in discharge process. Per Sweet vs Cardona settlement, loans should be discharged no later than XXXX I uploaded letter to mohela and I also called them and they refuse to put my loans on administrative forbearance stating that Dept of Edu needs to send them proof. I have been trying to resolve this issue since XXXX XXXX XXXX. DOE states that mohela does not require written approval from them for my admin forbearance. Mohela has agreed to put my loans on general forbearance but with interest accruals. This affects my credit rating and finances.
|
| 11/03/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/23, I received an email from Mohela saying that they processed a forebearance that I did not request. I called to have it removed and they said the issue was fixed. I received another email about a forebearance being processed on XX/XX/23 that I missed somehow. I have been waiting for an email from Mohela about billing for this month since I knew payments were restarting, and I am on auto-pay. There is nothing in my account to indicate I am even in forebearance, as I logged into my account in XXXX to make sure my bill would auto-pay! So, not having seen a bill, I searched my email history to see if I just missed the bill notice and saw the email from XXXX about yet another forebearance I did not request.
|
| 10/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I called in to Mohela around XX/XX/XXXX because my loans were put into deferred status without my consent. After two hours I was able to speak to someone. The first time I called in, I waited two hours only to be hung up on.
I am on the Save plan and I want to begin paying so that the accrued interest will be forgiven each month rather than piling on while deferred. They said they would submit a paper to complete my request.
I just got a notification on XX/XX/XXXX saying this request has been delayed and would take up to 90 business days. I will be accruing thousands of dollars of interest during this time due to my loans be placed in a deferred status I never wanted in the first place. I want to pay my loans!
|
| 09/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
My student loans have been transferred, yet again, to a non-responsive servicer. I have tried to contact them, as requested in their " welcome '' letter, regarding the PSFL program ( payments counted, outstanding information, etc ) and get a answering system with a 20 minute voice message that repeats information multiple times without ever connecting to a person. I have created an account on their website, but the website provides none of the information that I am looking for. I am currently on hold with Mohela and have been for over 30 minutes ( after their non-information message ). It is obvious that this is yet another pop up servicer that does not have the resources to do the job they have contracted to do.
|
| 09/19/2022 |
No |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
On XX/XX/XXXX, I requested Mohela refund for all my payments made after XX/XX/XXXX. I have also asked a reinstatement of all loan balances paid off after XX/XX/XXXX. At the time of my loan payments in XXXX, XXXX XXXX ( XXXX ) was my servicer. XXXX then acquired my loans in XXXX.
In XX/XX/XXXX, my loans were transferred to Mohela, my current service provider. I have called Mohela more than five times since XX/XX/XXXX to ask for a refund of loan payments made after XX/XX/XXXX. Each conversation receives different information and responses regarding when I will receive the payments. Also, it's been almost a month and my loans have not been reinstated and still do not appear on my Mohela balance ( see attachment ).
|
| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
This complaint is regarding MOHELA and PSLF. Current loans total {$60000.00} and my account is in the SAVE repayment program with a monthly payment of and an interest rate of 6.625 %. Loans were disbursed on XX/XX/XXXX.
On XX/XX/XXXX I submitted a PSLF E-Sign application, which is still being processed. MOHELA states on its website that the form should take 30 days to process. My current payment count is stuck at XXXX, although I have surpassed XXXX eligible payments. For some reason, the staff is unable to verify my current employment, even though the form was signed and uploaded on XX/XX/XXXX. Calls to MOHELA include a wait time of over an hour, and representatives often give conflicting answers and guidance.
|
| 10/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
|
|
Web |
|
|
I was notified in XXXX XXXX that repayments would be restarting even though I had been in graduate school since XX/XX/XXXX which I had previously submitted by loan deferment request. I was previously with XXXX but after the switch to Mohela, apparently all the information was lost. As a result, I am being charged for loan payments and interest on my subsidized loans even though I should be in deferment and the interest on my subsidized loans should be paid.
I submitted a new loan deferment request in XX/XX/XXXX but apparently the request has not been processed yet ( expected to take 90 business days to process! ). As a result, I have been charged interest and repayment amounts that I should not be charged for.
|
| 09/05/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
We are trying to make additional principal payments monthly on top to the auto debit payments. We call the customer service center to make the additional payment. When we do this the auto debit get allocated incorrectly. We then have to make at least three additional phone calls to fix this. During this time more interest has accrued on the loan which diminishes our ability to pay the lone off quickly. This is a consolidated loan, which we where told that we can indicate which balance we want to apply the additional principal reduction to. Very frustrating and seems like a scheme to keep us paying on these loans longer.
Customer service is always very friendly and helpful although they can never fix the issue.
|
| 08/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XX/XX/2023 I requested a student loan payment refund in the amount of {$1300.00} from Mohela under the XXXX XXXX payment pause. On XX/XX/XXXX, I checked my account with Mohela and my balance had increased by the refund amount. I previously filed a complaint with CFPB and received a response from Mohela on XX/XX/2023 regarding my refund. In the response, Mohela stated that they would manually request the refund and I should see the refund sometime in XX/XX/2023. In XXXX, I still had not received the refund and I reached out to Mohela about it. I was told to wait another 30 days. It has now been 6 months and I still do not have my refund, yet Mohela continues to show my balance as if the refund was sent to me.
|
| 03/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
they are incompetent and are not processing my PSLF applications correctly. I worked at XXXXXXXX XXXX XXXX ( XXXX ) from XX/XX/XXXX to XX/XX/XXXX and they missed the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and the form covered from XXXX to XX/XX/XXXX.
I also turned in a form from XXXX that covers XXXX and XX/XX/XXXX and next month I will turn in for XX/XX/XXXX and I qualify for forgiveness. Some incompetent closed all my forms out except for 1 and I had two forms for two different agencies that has to be processed. They left XX/XX/XXXX form open and now the 90 days starts over I had to submit two more forms today. If they can not properly handle student loans they don't need that contract.
|
| 04/20/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I applied for the Public Service Loan Forgiveness 3 times and was denied each time. My loans were held by XXXX at the time. They said I didnt have the right kind of loans, but I was never advised to consolidate them into a direct loan and was never told why my loans didnt count. I gave up after the XXXX attempt/denial and consolidated the loans last year with a XXXX/Mohela in order to pay them back. I have worked as a physician at a federally qualified health center for 11 years and at the VA for one year. This year, I believe I would have qualified for the PSLF program had I not been given horrible advice last year from the federal governments educational loan department. It cost me {$34000.00} at the minimum.
|
| 11/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
On XX/XX/XXXX. I contacted MOHELA about XXXX loan forgiveness. They stated I had XXXX qualifying payments for loan forgiveness. I recertified and by the end of XXXX my qualifying payments were at XXXX for both loans. When on the phone, a representative said that I could certify for a job I had in XXXX and XXXX. I sent in the paperwork at the end of XXXX and was approved for XXXX more months. One of my loans was forgiven, but the other portion still shows XXXX. Every correspondence, they representatives and the XXXX XXXX XXXX keep starting I am approved for dates XXXX and XXXX. Besides 2 months in XXXX all have been approved, which as my calculations show is XXXX payments. No one will fix my issue. Please help!
|
| 01/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
|
|
Despite emailing, calling & sending messages via the Mohela website I have not heard anything regarding the submission of my latest PSLF form for Employment Verification back on XX/XX/2022. I have waited for an extended amount of time on hold on several occasions, and have yet to be able to speak to a representative. My submitted employment verification should bring my qualifying payments to over XXXX payments. But I have been stuck in limbo with no insight as to when my PSLF form will complete processing and subsequently, my loans forgiven. This debt looming has taken a major physical toll and mental toll on my health. I am riddled with XXXX I am unable to even get a call back a reply is that so much to ask?
|
| 12/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I am requesting confirmation that my repayment plan, listed as " level '' is PSLF eligible.
I was placed on this repayment plan 2 months ago after MOHELA recommended it to me and told me on a phone call is is PSLF eligible qualifying payment. I have now read in some places online that this payment plan is not eligible for PSLF. I have sent several messages to MOHELA over several months and have never received a response despite their own website saying a response will happen within 3-10 days.
I am just trying to confirm that my current repayment plan with MOHELA listed as " level '' for an amount of {$500.00} will be a qualifying payment and eligible for PSLF loan forgiveness?
Thank you, XXXX XXXX XXXX
|
| 08/20/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
My federal student loans were recently moved to MOHELA. I called MOHELA with a question regarding my consolidated loans which are in an IDR plan and have been due awhile. They said they had no info on my loans pre-consolidation. They told me to call Dept. of Ed. I called XXXX and they told me MOHELA has to have that information. I want to know what happens to my payments on my loans when I first consolidated. 7 years later I went back to school, and my loan provider at the time told me I had to reconsolidate my loans to continue with IBR. So I want to know if my payments count towards my 25 years or not. No one can tell me. And if they don't then who I contact about receiving deceiving/predatory loan advice.
|
| 07/21/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I printed out copies of XXXX Loan forgiveness forms to send to my employers. I went to the trouble to have them filled out and sent off. XXXX XXXX, who my student loan is with, sends me a letter saying that they cant process my forms but doesnt directly state why. I assume it is because the form had expired. Problem is that I can't find a form that is not expired. I tried to contact the company about it but they will not reply. Now I get an email stating that they are selling my loan to MOHELA and will be transferred on or about XX/XX/2022. The U.S. Department of Education states on their website that you can apply for teacher loan forgiveness but you can not access an application on their site or anywhere!
|
| 10/27/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela messed up my consolidation application by putting me on the wrong payment plan. They keep increasing my monthly payment. Went from {$250.00} in XXXX to {$610.00} ( {$190.00} for XXXX and {$420.00} for the consolidated loan on a standard 10yr plan ) in XXXX to {$1000.00} ( {$630.00} SAVE plan and {$420.00} for the consolidated loan on a standard plan ) in XXXX.
During this time my account balance during this time actually decreased from $ XXXX to $ XXXX because I paid off some of the highest interest loans.
I filed another application for all loans to be on the SAVE plan. Customer service stated that IF I am approved my loan payment will be around {$500.00}. Processing will take four to six weeks.
|
| 12/22/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
MOHELA shows my loans are in Standard ( Level ) Repayment ; however I completed a federal " XXXX XXXX XXXX XXXX XXXX XXXX Request on the XXXX website on XX/XX/XXXX to change repayment to " Income-Contingent Repayment Plan. '' This request still shows to be in review ; however my student loan payment is due XX/XX/XXXX at the current standard repayment rate. I am requesting my repayment plan request be processed and if accepted, reflected on my statement, before I submit payment on XX/XX/XXXX. If this is not possible, I request Mohela/DoE set the loans status to administrative forbearance until the the request has been processed ( and if approved, reflected in the amount due per the updated repayment plan ).
|
| 09/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My loans were consolidated in XX/XX/XXXX ( some loans paid in full at that point ) and the remaining loans forgiven XX/XX/XXXX so my current XXXX loan balance is XXXX. Mohela, my loan servicer, still has the XXXX loans that were paid in full in XXXX, on their account/dashboard and are requesting payment although my loans have been forgiven through the XXXX program earlier this year. I have tried for 2 months through Mohela ( written and phone complaints ) and XXXX complaint ( closed no help ) and they are still on the account, balance of {$240000.00}. XXXX has my loans balance at XXXX for all loans. Please help. ( I attached a copy of the XXXX zero and paid accounts for my student loans as attachment ).
|
| 03/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I contacted Mohela on XX/XX/XXXX to request refund of COVID payments that were made during the COVID forbearance. They sent a response apologizing for not answering my request and asked me to call if it has not been resolved. I am unable to get through via phone and it has now been 4 months without be resolved. I sent them the following message : I am writing to request a refund of payments I made during the COVID forbearance. These payments include the following months : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. These 13 payments were made direct debit from my account. Please send refund asap.
|
| 07/20/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I withdrew from XXXX University on XX/XX/XXXX., When I withdrew It was due to the fact that I had been placed on academic probation and told that my Financial Aid would not pay for my next two-semester Tuition payments, They said I must pay cash. I am barely able to put food on the table so there was no question, I had to withdraw. When all of this took place I owed my loan servicer XXXX on one loan and XXXX on another. I never attended another class after this, yet, my loans were increased to XXXX and XXXX and I had no idea until I looked at my credit report today.XX/XX/XXXX ... these loans were increased in XX/XX/XXXX I was never notified at all, and i never recieved any additional funds! XXXX XXXX XXXX
|
| 12/28/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have submitted no less than six complaints regarding MOHELA demanding payment in my loans that are subject to discharge under thXXXX XXXX XXXX XXXXXXXX lawsuit settlement. MOHELA was notified of the same in XX/XX/ XXXX however they have failed to process the discharge and have erroneously placed my account in repayment. As a full-class member, my account should not be in repayment status. I have repeatedly requested for my loans to be placed back on administrative forbearance, but MOHELA has refused to update my payment status. The Department of education has confirmed that my account should be in forbearance status I have provided MOHELA confirmation of the same they have ignored those correspondences.
|
| 10/17/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I have been trying for 2 weeks to get someone in customer service to answer questions about my repayment and I have been on hold for 1-2 hours. I am unable to get anyone live at all to talk with and now I have another bill that is due in 2 weeks that is in a repayment status that I didn't request ( I have requested XXXX for all of my loans and this one is listed as level ). It is so extremely frustrating to be told I owe money but not be able to talk with anyone about the problem. I can't even request a forbearance while I work this out because I HAVE TO TALK TO SOMEONE. The more research I have done shows that MOHELA is HORRIBLE with customer service and getting someone on the line. This is unacceptable.
|
| 12/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
This is not a customer service issue- it's a software issue. Mohela 's " security question '' for signing in does not properly function as a security question. Regardless of what question you receive, as long as you know the answer to another security question, you can enter it and it will let you log in.
This is a vulnerability if any security question is ever leaked ( from Mohela or elsewhere ), the security question can just be bypassed regardless of if the leaked answer matches the question, if a user reuses their questions/answers for security questions.
Why would you even select a random question for " security '' when you can use any of the answers to any of the questions that have been setup?
|
| 05/02/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela is the servicer of my student loans that are on the PSLF track. They have miscounted a 9 month time period in XXXX that should be eligible as time that counts towards my student loan forgivness. I have worked for over a decade, full time, at my current non profit. I have had XXXX breaks in employment. Mohela has verified that my employer qualifies for loan forgiveness and in all aspects I should be eligible for loan forgiveness. Because they have miscounted a time period, my loans have not been able to forgiven. This process has been going on since XXXX. I have called Mohela several times and I get different answers and false promises. At this point I am not sure when they will fix my loan counts.
|
| 12/01/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I have old student loan accounts that should have been cleared with a bankruptcy that had been transferred around by the department of education and are now with Mohela. They had been updated as closed and are now showing that they are reopened again. After I went through the long process of getting them closed with the vendor. This loan for {$12000.00} should have been discharged and shows it was opened : XX/XX/XXXX; showed closed until XXXX XXXX XXXX ; now showing it open but comments still say closed.
I also have student loans ( more recent ) XXXX or later that have been discharged and even after disputing them with the letter for the department of education, they are still reporting them as opened.
|
| 05/10/2017 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Servicemember |
|
My total loan was {$16000.00} - disbursement began XXXX and completed XXXX . I started making payments in XXXX . I called a couple years ago to go over payments and when my loan would be paid and was told it would be done by XXXX . My loan balance has not changed much in the past 12 years and they show I still owe $ 9000+ I 've requested 3 times a print out of my payments and each time they only provide from XXXX and XXXX but will not provide me with XXXX . I ran my loan in an amortization schedule and this should have long been paid for. I 'm getting no where with them and I know this should have been paid in full by now. I feel like they have me backed in a corner and are ruining my credit.
|
| 09/06/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Can't repay my loan
- Can't decrease my monthly payments
|
|
Web |
|
|
My school recently closed due to misconduct, and basically false advertising, Unfortunately I completed my degree in 2010 but with no help from career services and a bunch of empty promises I am still unable to find a career in my field that pays more than XXXX an hour. I believe I was a victim in their practices especially when they started a XXXX degree program ( that was not up to par ). I was one of the first to be in the program, instructors were not prepared or not given the right tools to teach. We were promised crime scene investigations etc. what we got was reading a textbook and researching case law on google. It is an experience I wish I never had and now that they are closed what should I do?
|
| 10/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
Servicemember |
|
I have requested that my PSLF Certification documents be counted and my PSLF count be updated. They told me in XXXX that it was a duplicate. It was not. I refiled it in early XXXX. Nothing has happened. So I then requested a reconsideration through the XXXX XXXX website. They said I don't have any qualifying loans for XXXX, which is not true. My count is already up to XXXX qualifying payments. Now they want me to begin paying {$850.00} a month and I would really like to see where I am in my count. I am at the required XXXX payments, or very close. I cant not afford to pay {$850.00} a month. Why should I pay that if my payment count is already at the required XXXX?
Any help is appreciated.
Thank you.
|
| 10/26/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My first payment was due to MOHELA on XX/XX/XXXX for a total of {$200.00}. I paid in full on that date. Today, XX/XX/XXXX, I received a letter ( dated XX/XX/XXXX but not sent until XX/XX/XXXX ) saying I'm in " Administrative Forbearance '' from XX/XX/XXXX - XX/XX/XXXX.
I've tried numerous times to contact them to get more information about a variety of issues including but not limited to, if they're sure the amount I owe is correct, if they've processed the paperwork I sent to them at the end of XXXX, and whether or not my loans have been consolidated.
I called on XX/XX/XXXX, and waited an hour and got disconnected. I called on XX/XX/XXXX and waited over an hour and fifty-minutes and had to hang up.
|
| 10/13/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Mohela is the servicer of my federal student loans. I was set to begin loan repayment on XX/XX/XXXX. The payment did not post, so I checked the Mohela website. I did not receive any email notifications about my payment. On the website, I had a letter stating that my account was put into XXXX XXXX, ending XX/XX/23. I did not request this forbearance and was not contacted about it. Mohela 's website says that wait times are very long, and I see other reviews online that calls are taking about 2 hours to try to deal with this, and that Mohela is offering conflicting information. I work all day and do not have time to chase my federal student loan servicer for hours. They are failing to do the bare minimum.
|
| 06/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights.
15 USC 1681 Section 602 States I have the right to privacy.
15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions.
15 U.S. Code 1681a - Definitions ; rules of construction - Exclusions.-Except as provided in paragraph the term " consumer report '' does not include-any report containing information solely as to transactions or experiences between the consumer and the person making the report ; 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
|
| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with forgiveness, cancellation, or discharge
|
|
Web |
|
|
I have 115 qualifying payments out of 120 qualifying payments for PSLF. I sent an employment verification form via XXXX XXXX XXXX XXXX and the document was signed and received XX/XX/2023. The employment verification from XXXX onward has still not processed and my count still shows 115 which is only up until XXXX. I now have many more and am far past the 120 payments for PSLF. This is Mohela. I spoke to Mohela and they said they are waiting on Federal Student Aid Gov. Logging onto my account at Studentaid.gov, none of these counts are reflected and there is no indication of how long processing takes. Studentaid.gov doesnt seem to have any of this information and Im stuck making all these extra payments.
|
| 07/19/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
|
|
Web |
Servicemember |
|
My payments have reached 120 and my loans should be discharged. Mohela has claimed the have sent the information to the Department of education. The Department of education has claimed they do not have it. Both the Department of education and Mohela have been playing games and referring me back to each other for 6 months and no one wants to take the responsibility to discharge the loans I worked to pay off. My 120 payments for PSLF have been met and my loan needs to be discharged now. The Federal Student aid office has a compliant that has not worked on or touched since XX/XX/2023. Feedback Case # XXXX. This is up to the Dept of Ed to discharge my debt right now. This has been ongoing since XX/XX/2023.
|
| 01/04/2018 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
|
|
This private and federal loans are our daughters, who we co-signed for. We have tried over the many years to negotiate the payment and interest on loans to no avail, they continue to make numerous calls to my home. We as the parents want to be taken OFF these loans and perhaps pay them off, but need legal advise prior to settleing with these horrible lenders. XXXX was very sneaky and unethical we feel when suggesting these loans, why was our daughter not offered Federal loans is a HUGE mystery that has caused many financial problems within our family. Not to mention the absurd amount of money paid to these crooks, without it going towards loan but to their pockets. This should be considered as a CRIME.
|
| 01/31/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have submitted my Public Service Loan Forgiveness form for the period of XX/XX/XXXX through XX/XX/XXXX three times.
The first time, MOHELA counted XX/XX/XXXX through XX/XX/XXXX, five months, and ignored XX/XX/XXXX through XXXX XXXX 17 months.
The second and third times I submitted this form, they marked it as duplicate.
I have been provided no explanation as to why they are not counting 17 months of payments. I have all my tax records from those years demonstrating I paid my student loans. They send no official communication. There is no appeals process I can locate. They do not accept emails. I have waited on the phone 9+ hours and never got through.
This has been going on for eight months!
|
| 01/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
I submitted PSLF paperwork in XX/XX/2022. It has been over 90 days now, and 2 of my submissions still have not been updated. I have called numerous times to get an update on my paperwork, but can not get through. I stay on hold for multiple hours, and never get through. I have yet to actually speak with a real person. You have to wait at least 4 minutes before even being put in a queue which I find very frustrating. It should not be this hard to get information. I did not have this problem from my previous lender. Feels like multiple hurdles are being put up to prevent borrowers ability to talk with a customer representative. I did not have a choice in who my loans went to, but this is not acceptable.
|
| 11/02/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
In late XX/XX/2022 I notified Mohela that I am opting to receive payments made during XXXX refunded to me. Mohela stated that it would take up to 30-days to receive the funds back. It has now been more than 65 days and I still have not received my refund. Furthermore, I have made multiple attempts to contact them by phone, email and their website messaging system. Three times I was on hold for XXXX hours and XXXX minutes after which the music stops and I was either disconnected or continued to wait without any indications I was still connected. This is abominable customer service and I see no reason why I should continue to endure financial hardship as a direct result of Mohela not refunding my money.
|
| 10/03/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
Servicemember |
|
I am locked out of my MOHELA account. I had saved the password for my browser, so I am sure I did not incorrectly enter it. I tried to go through the online password reset, but when putting in my date of birth and social security number, I am told I do not have an account. When I go to register a new account though, it says my account already exists.
I have tried calling customer service on XX/XX/30 and XXXX, but the phone hangs up automatically while on hold at the 90 minute mark ( or before ) without ever connecting me to anyone. There is no other contact info.
Given the ongoing student loan climate, being able to access my account is critical and MOHELA is making it impossible to receive help.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I had my loans with XXXX until this fall when they were consolidated. In May my loans were on the REPAYE plan, in XXXX they switched to XXXX. This information was never provided to the Student Aid website. My loans were then consolidated and are now with MOHELA. My loans remain on a standard plan, they are in administrative forbearance, Im listed as having to make a payment in XXXX, but the payment plan was never updated on their website or the student aid website. This shouldve been updated in XXXX by XXXX and now with MOHELA.
I am a XXXX XXXX XXXX XXXX XXXX XXXX and am applying for loan forgiveness and my loans are listed as ineligible because of their payment plan status. This is unacceptable.
|
| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
Before the end of the repayment pause, I paid down my loan balance to {$8200.00}. I had not made any payments prior to the pause. I also enrolled in auto-debit in order to take advantage of the .25 percent decrease in interest. However, MOHELA has improperly set my monthly payment at $ XXXXwell above what it should be at {$91.00}. MOHELA has also set up an auto debit scheduled for XX/XX/XXXX for {$230.00}. I have sent them multiple communications asking them to lessen the amount and have received no response.
Further, MOHELA has vastly miscalculated my monthly payment. MOHELA calculates my monthly payment for a term of 64 months, not 120 months. They have been unreachable in managing these issues.
|
| 08/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My loans formerly serviced by direct loans have been transferred to Moela and not only do they stall and refuse to process my application for PSLF, TEPSLF ( loan forgiveness ) but did many years my three years of services in XXXX XXXX back in 2009 onward was not processed as qualifying payments and tge servicer is trying to beat me from qualifying from TEPSLF when I was inform gym. One their reps on the phone ( which I may be able to obtain transcript of conversation ) that when moela acquired my loan from direct loans the did not receive sufficient or accurate paperwork from prior servicer which that servicer has a lengthy history of being disgraced by other consumers and plagued with legal issues.
|
| 12/04/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Struggling to repay your loan
- Problem with your payment plan
|
|
Web |
|
|
Account # XXXX I was trying multiple times to ask Mohela why it took so long ( more than 3 months ) to approve the request for changing payment plan to XXXX plan ; so far no response. The agents told me that there was a technical issue that prevent the reviewer to realize I submitted the plan back in XXXX so they had to renew that request. As a result, my accrued interest YTD is {$3200.00}.
Please expedite the process of approving my request as it is too late now and also waive that minus {$700.00} because had I been approved the plan timely and made the payments above those remaining interest had been waived. This is the fault of Mohela and they should rectify to protect my rights.
Thank you!
|
| 09/30/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
My direct student loans are serviced by MOHELA. Before the payment pause, I was on the REPAYE program. MOHELA automatically switched me to the SAVE program, but is incorrectly calculating the payment and has not responded to my inquiries. Specifically : the payment amount would be correct if I was a single filer ( disposable income calculated with a one person poverty line amount ), but I filed married filing jointly ( no dependents, so a 2 person poverty line should be used ), and my wife also has federal student loans ( so my payment amount should be pro-rated by the proportion of our loan balances ).
I have not been able to reach MOHELA by phone, and they have not responded to email inquiries.
|
| 09/25/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I have received an email from the U.S. Department of Education on XX/XX/XXXX stating that my student loans that I had acquired when I was attending XXXX XXXX were being fully discharged. It said that I do not have to make any more payments on the loans.
I received a phone call about 2 months ago from someone at Mohela about my loans and how they were taking over my loans. I told them then that I had gotten an email stating my student loans had been discharged. All except my private loans with XXXX, who is a criminal organization as well. Today I get a bill in the mail from Mohela that states that I owe around {$15000.00}. I will not pay them. I have the email from the U.S. Department of Education.
|
| 11/09/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I am in repayment of my Federal Student Loans. My loan processor is MOHELA. They sent me a bill that showed an incorrect amount due in XXXX of XXXX. I advised them on XX/XX/2023 via web message on their web site of their error and explained that under SAVE payment plan my bill amount should be less as I my spouse repays her Federal student loans under SAVE plan as well. MOHELA acknowledged their error and promised to correct it. In XX/XX/2023 they, nonetheless, sent me another bill showing the same incorrect amount. I sent another web message on XX/XX/2023 to them asking them to correct the amount due. MOHELA ignored my message and as of today, XX/XX/2023, have not responded to my request at all.
|
| 12/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I submitted certifying employment for XXXX on XX/XX/22. I had several employers and submitted several different forms. On XX/XX/22 Mohela marked one of my forms as a " duplicate. '' I called and spoke with someone who confirmed that it was NOT a duplicate and had never been processed to begin with. She then stated that it would take 90 days to process the form. It had already been 67 days and now my 90 days restarted because of THEIR ERROR. I've met the 120 payment threshold and now have to continue to wait because they are not properly processing forms. The representative stated that there was no way to expedite it. It appears that they are trying to deny the relief that people are entitled to.
|
| 09/11/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
I have reached out to Mohela several times in the past few years to update my credit profile for 2 late payments across multiple balances. These late payments were reported inaccurately and they are refusing to update to current. It has adversely affected my credit and what they are doing is absolutely fraudulent. I have no other means of getting this resolved other than going through with this complaint to report them for bad practices. Ive sent letters and emails to their Executive Director, but nothing. It is criminal and a horrible practice with the things they are doing regarding student loans just to make people lives miserable because they wanted to get an education to better their lives.
|
| 11/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
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.
|
| 09/08/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
On XXXX XX/XX/XXXX, MOHELA recalculated my monthly Income Driven Repayment ( IDR ) on the REPAYE plan from {$140.00} to {$680.00}. There was no meaningful change in family status or income. This is an increase of {$530.00} per month.
I did not request this change, nor was my IDR re-certification due until XX/XX/XXXX. MOHELA did not notify me of this change and could not provide a way to restore my {$520.00} payment amount without waiting to recertify my income.
MOHELA was unable to restore my old IDR plan, nor give a rationale of increase.
MOHELA also continues to display a $ 0 monthly payment on my credit report even though I am in repayment. This impacts my ability to obtain a mortgage.
|
| 02/29/2016 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with my lender or servicer
- Keep getting calls about my loan
|
|
Web |
|
|
I have been receiving calls a few times a week from Mohela student loans. They have some how broke in to my phone contacts and show up as a contact of mine called XXXX XXXX. This is i ; ; egal to make constant calls to me and ileegally using a contact name on my phone. I want to know how they broke into my phone?? Today I did not answer and allowed them to leave a message. I am only if anything a month behind and that is because they sent me something saying if I filled it out they will let me go two months without paying. I tried to go to their site to get my loan adjusted to my salary and their site is n't working.
This is harrassment and illegal tactics breaking into my phone contact names.
|
| 12/05/2023 |
Yes |
- Student loan
- Federal student loan servicing
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I was previously on the XXXX plan with MOHELA. I consolidated my loans and used the same XXXX application alongside it, in which federal student aid said I was still eligible for XXXX. However, upon consolidation, MOHELA placed me on a level payment plan without my request or consent. My consolidation went through XX/XX/23, and just days later on XX/XX/23 I received my bill stating I owe the level amount they assigned me on XX/XX/23. This billing amount is more than what I would pay on XXXX, and is NOT what I had anticipated.
I have requested that I go back on my XXXX plan in which Im qualified for, but they have yet to respond. In the meantime, I have sent another XXXX application via XXXX
|
| 06/16/2015 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Trouble with how payments are handled
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Why wo n't you investigate Federal Student Loans? XXXX has a policy in place of applying extra payments toward future payments, thereby collecting more interest and keeping borrowers in debt longer and longer. They have layers of obstacles making it difficult, if not impossible, to pay only the minimum amount each month and pay down principle with extra payments when you can. They threaten to increase your minimum if you ask to make principle reduction.
Imagine if you wanted to pay an extra {$300.00} on your mortgage, and the bank said they " ca n't do that, and if you ask us again, we 'll raise your interest rate ''. That is pretty much what XXXX is saying to thousands of student borrowers.
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| 11/18/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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I have tried several times to get in touch with Mohela. I have spoken to XXXX different representatives because I can not afford my monthly payments. So I extended the loan to the most years you can every time I call them they say my loan is still being processed. Ive been trying since XXXX to resolve this issue. I can not afford {$760.00} a month, XXXX person told me that my payment will go down to XXXX. The other one told me something else but nothing gets done. Ive been trying to call them now for the past month and I have not been able to get in touch with anyone because the whole times are over an hour or XXXX. Sometimes when you call the person picks up the phone and hangs up the phone.
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| 10/24/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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My IDR application was submitted on XX/XX/XXXX, requesting to change my plan from PAYE to SAVE. I was told that it will take XXXX business days to process. It has been 2 months and still has not processed. 1 ) I requested information on if there is anything else ( e.g., other documents ) that needs to be submitted and I did not get a response. I would like confirmation that the IDR application is complete. 2 ) I asked to be taken off forbearance on XX/XX/XXXX and said this will be processed within 5 business days, but still has not processed. I want an update on the status of being taken off on forbearance 3 ) I also want confirmation on when the IDR application will be processed. Thank you.
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| 03/14/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Problem with customer service
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I have called Mohela 10 times address forms that have been submitted, I wait for 2+ hours in the phone and keep being told that the issues is being resolved. The issues has yet to be resolved.
I have submitted the correct forms for Federal Student Loan Forgiveness ( Public Service ), these have been verified via the phone several times to be without error but they keep processing these as duplicate forms. No one can explain why this is happening. I have called and waiting on hold for hours several times being told this issue would be resolved. It has not. I have reached my 120 payments have submitted all appropriate paperwork and spoke to several supervisors .... yet nothing has been fixed
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| 04/12/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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I am seeking further information or escalation about why my 501c3 ECF is stuck on " Processing '' after my public school ECF was moved to " Processed '' much quicker and reflected in the Payment History.
The employer that has not been Processed as of XX/XX/23 is a registered 501c3, appeared on the FSA Employer Search Tool, but lacked an accurate address. Here is their address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX, TX - XXXX Processing this ECF/employer is crucial for my Payment History/Count to be accurately reflected ; I believe I will be at or right near 120 payments after this update, and am trying to have PSLF processed before I start a new job in XXXX. Thank you!
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| 12/16/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously counted my qualifying payments. According to their website, every month has counted as qualifying for XXXX between XX/XX/XXXX and XX/XX/XXXX which is XXXX, however they only list XXXX in my qualifying payments. Additionally, My consolidation loan was disbursed in XXXX, however no payments were counted prior to XXXX According to my student aid data, the loans were in grace from XXXX through XXXX, however grace is only six months and is not available for consolidation loans, therefore they should be considered in repayment and counting from XXXX since XXXX
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| 11/06/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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I faxed standing payment instructions in XX/XX/2023, but then made a payment in XXXX that did not honor those instructions ( over {$1500.00} applied to interest instead of principle as requested ). I then sent a message through the secure system on XX/XX/XXXX with standing payment instructions again and asked that the prior payment be corrected. It has been opened according to the system, but I just made another payment ( XX/XX/XXXX ) and the instructions were still not honored. I saw on some websites that I should receive a letter confirming that my standing instructions were received but I have not. I need to make payments but do not want to pay extra overall because of their negligence.
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| 09/21/2023 |
Yes |
- Student loan
- Federal student loan servicing
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- Struggling to repay your loan
- Problem with your payment plan
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I applied via student loans.gov in mid XX/XX/XXXX for the REPAYE income based repayment plan after the Biden administration said to do so to automatically be added to the SAVe repayment plan in XXXX. My loan servicer Mohela approved this request in XXXX. Randomly in early XX/XX/XXXX the new IDR status was issued as denied and I received no reason or clarification, only a letter that my repayment terms were changed to the Level repayment plan- which would require me to pay my entire rent every month?! Ive submitted new requests including my XXXX tax return ( even though the administration says I dont need to do submit documentation to certify income ) but have heard nothing. This is absurd.
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