Student loan -- Dealing with your lender or servicer -- Complaint #8313092
Complaint Overview
Complaint ID: 8313092
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Received bad information about your loan
State: Pennsylvania
ZIP Code: 150XX
Date Received: 2024-02-08T12:00:00-05:00
Date Sent to Company: 2024-02-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XXXX XXXX XXXXXX/XX/XXXX, I received a letter from Mohela. Part of it states exactly under Annual Recertification " You won't be required to recertify before payments restart in XX/XX/XXXX, and the earliest you could be required to recertify is XXXX months after the payment pause ends. If you recertification date falls between now and XXXX months after the pause ends, it will be pushed out by XXXX year. '' It says my payment restart date is XX/XX/XXXX. XXXX months after XX/XX/XXXXXXXX XXXX XXXX On XXXX XXXX XXXX I receive a letter from them saying my recertification date is XXXX XXXX XXXX ; since XX/XX/XXXX is before XX/XX/XXXXXXXX I expect it to be pushed out by XXXX year. On XX/XX/XXXX, I contacted Mohela after checking their website, and it said my IDR recertification date was still XXXX XXXX XXXXXX/XX/XXXX. I spoke to a representative who informed me this is normal and once their systems go from XXXX to XXXX, my IDR date should get pushed out as part of that processing. I am happy with this outcome. XX/XX/XXXX : I check the website to see if the IDR date has been pushed out and it was not. I contact Mohela to inquire. During this call, I am told by their automated systems that my XXXX recertification date is XXXX XXXX XXXXXX/XX/XXXX and if I do not recertify by this date, my payments will increase to approximately {$430.00} per month. I speak to a Mohela rep, XXXX, who is unable to help me after I explain the situation and transfers me to another department. I then explain the situation again to another rep, XXXX and she is unable to help me and transfers me to another department. I then speak to a third representative and explain the situation again, at this point I have been on the phone for over an hour, the vast majority of it on hold. This representative tells me my actual XXXX recertification date is XX/XX/XXXX and provides no proof to back that up except for claiming " my system says so '' ; meanwhile I have letters and a picture of my online account stating that the XXXX recertification date is XX/XX/XXXXXXXX AND I my payments will increase if I do not recertify at that time. If " the system says so '' then why was I repeatedly given false information? This agent then tells me I can REQUEST that my recertification be pushed out by XXXX year, but this will take XXXX business days ( XXXX months basically ) and I will lose my XXXX plan because it says I will be taken off on XX/XX/XXXX, and even if they are correct ( I have no reason to believe so at this point ) that it will end on XX/XX/XXXX, that is still before the XXXX month time it will take for them to process this, making the entire thing essentially moot.
Frequently Asked Questions
What is Complaint #8313092 about?
Complaint #8313092 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2024-02-08T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Mohela?
Yes, visit the Mohela company profile at readthecomplaint.com/company/mohela to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.