Student loan -- Dealing with your lender or servicer -- Complaint #8797885
Complaint Overview
Complaint ID: 8797885
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: Pennsylvania
ZIP Code: 168XX
Date Received: 2024-04-17T12:00:00-05:00
Date Sent to Company: 2024-04-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was transferred to MOHELA right after payments started due to the PSLF application. On XX/XX/XXXX, a message from MOHELA showed a due date of XXXX On XX/XX/XXXX, I sent a message asking about repayment schedules and due dates for a newer loan that was in grace. On XX/XX/XXXX, a message from MOHELA showed a change in my due date to XXXX. On XX/XX/XXXX, I submitted a complaint because MOHELA changed my payment due date without permission. The same day, I requested for XXXX of my loans to be placed on a different repayment schedule. On XX/XX/XXXX, I got a message from MOHELA in response to my message on XX/XX/XXXX stating I had to call customer service to change my due date and to change my repayment plan. The message stated that this was due to the complex nature of my inquiry. On XX/XX/XXXX, I sent another message asking to have this loan be placed on a particular repayment plan. On XX/XX/XXXX, I got a message back saying the plan would not qualify for XXXX and that I had to call MOHELA to make the change, so I did. I waited forever and never got ahold of a customer service representative and gave up. On XX/XX/XXXX, I messaged MOHELA again, stating I understood but still wanted that loan on the plan I requested, and I stated I did call customer service and got nowhere. On XX/XX/XXXX, I got back a response saying that a request to have my loans applied to the same payment plan was still processing. I do not know what this means or what they were talking about because I never requested this. On XX/XX/XXXX, I sent a message stating I was still waiting for my repayment plan to be changed ; on XX/XX/XXXX, the response I got was to call customer service due to the complex nature of my inquiry. Finally, on XX/XX/XXXX, I messaged MOHELA about putting my loan on an Administrative Forbearance while they finished doing whatever they were doing to my account because my request was not be processed. However, they were still processing something I did not request. I messaged again on XX/XX/XXXX requesting a forbearance until they were done messing with my account, and I got a message back on XX/XX/XXXX stating that my loan was past due, and I again was told to call customer service. I submitted XXXX complaints to studentaid.gov. XXXX was submitted on XX/XX/XXXX, and the other was submitted on XX/XX/XXXX, and it just says pending. I haven't heard anything about them, and nothing is being done while my account is overdue. I started this way before my loan came into repayment, and MOHELA has refused to cooperate.
Frequently Asked Questions
What is Complaint #8797885 about?
Complaint #8797885 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2024-04-17T12:00:00-05:00.
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.