Student loan -- Dealing with your lender or servicer -- Complaint #8370793
Complaint Overview
Complaint ID: 8370793
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: Tennessee
ZIP Code: 37620
Date Received: 2024-02-18T12:00:00-05:00
Date Sent to Company: 2024-02-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Complaint against Mohela Student Loan Servicer. I requested my loans be changed from an Income Driven Repayment plan to the SAVE plan in order to prevent additional unpaid accrued interest adding to my principal balance. The initial request to change repayment plants was made in XXXX of XXXX, which was denied due to incomplete proof of income. I submitted another request with updated proof of income. After multiple attempts in contacted the loan servicer and providing the additional proof of income, the servicer has now misplaced my proof of income and has not processed my request in a timely manner. This has resulted in a mishandling of my personal information and months of additional accrued interest that should have been avoided. The loan servicer has also removed the message option in their contact us option on their website. The only option made available to their patrons is to call during regular business hours and be placed on hold for hours while transfers are made to different departments. I am unable to get a clear answer from any representative and I am instead given multiple different answers as to why my request could not be completed. It seems as though Mohela does not want to change borrowers to the new student loan repayment SAVE plan in a timely manner because this new program causes a loss of revenue on their end. They had no problem approving auto debt payment application request in a timely matter ; within a week. Their actions against student loan borrowers should be considered illegal.
Frequently Asked Questions
What is Complaint #8370793 about?
Complaint #8370793 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2024-02-18T12:00:00-05:00.
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.