Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 263XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I would like XXXX or Mohela to add my payment counts to my loan for XXXX. The months from XX/XX/XXXX to XX/XX/XXXX I paid XXXX XXXX payments that are not recorded on my payment count towards XXXX. XXXX did send me documentation of payments made during this time frame. Mohela and XXXX have documentation also but refuse to add these counts to my total payment count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55119
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19122
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received 2 emails ( XX/XX/XXXX and XX/XX/XXXX ) labeling my account as 30 days past due. I have been enrolled in auto-debit since before payments resumed and have even in fact paid extra along the way. I know I am not overdue. I called MOHELA on XX/XX/XXXX but their wait time was over 1 hr on the phone so I could not stay on the line and I asked for a call back per their dial procedure but never got one. Today I called and the wait time was 40 mins. I submitted a message via the MOHELA app portal while waiting, for fear I may never get connected to a real person. Eventually, the operator confirmed my account was in good standing and the emails were both received erroneously.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 25801
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: 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
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: They said that some of the loans got forgiven, but the other loans missed the forgiveness because they got Commercially consolidated. Now that, that's happened the loan servicer has no information of my discharge, so they are coming after me for money back that should of been forgiven. I still have the email they sent me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94010
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: 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
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33881
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A