Date Received: 2023-07-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77845
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79407
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called my current student loan servicer a MOHELA to get financial information they sent me last month which is missinXXXX XXXX XXXX XXXX. I consolidated my XXXX loans with my grad loans in XX/XX/XXXX. Information prior to consolidating is also missing and I was out on hold for over an hour so that they can research for which there was no resolution because I had to hang up. According to my servicer they dont have the information and only know me having loans from XXXX. This information is important as me getting the newly announced IDR adjustment hinges on me getting this information and there records being updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Please be advised I understand that I am a federally protected consumer and Mohela is violating my rights according to the FDCPA and FCRA., I dispute this account and give them 10 days to provide me the elements pursuant to 15 USC 1692g or no such debt exists.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was advised by student aid that my identity was compromise, and use to access my account. As a result, they did suspend my account and currently I do not own a student aid account. I have disputed this information multiple times, and attached the verifying email that was sent to me. XXXX XXXX has not remove these accounts, which came from no transactions, made by me with my Social Security number I have been a victim of identity fraud multiple times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The presence of a derogatory rating on my account is deeply concerning to me. I am worried about the impact it may have on my credit, as it has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the significant financial and emotional distress this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33614
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60544
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55902
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: All XXXX of Student Loans reported by Mohela/ XXXX XXXX XXXX XXXX violating my privacy as to reporting my educational records to credit bureaus. XXXX, XXXX, and XXXX. Based on the Family Education and Privacy Act of 1974. My rights are being violated and i am requesting compensation for loss.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27401
Submitted Via: Web
Date Sent: 2023-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A