Consumer complaint received 2023-12-16
Company: MOHELA
State: UT
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Company is Mohela. My name is XXXX XXXX, I had my federal student loans with Mohela ( that have since been paid off XXXX PSLF ). 
XXXX XXXX XXXXI started receiving USPS mail addressed to a XXXX " XXXX XXXX from Mohela. I didn't open the mailing, returned to sender because that is not my name. 
*Checked online, my account name with Mohela is still XXXX XXXX XXXX 
XXXXI called Mohela , spoke with a rep to inform them I was being mailed something meant for someone else and to please fix the issue. 
XXXX continues coming for XXXX XXXX XXXX '', I return each and every one. 
XXXX XXXX *I call and speak with someone at Mohela who acknowledges she can see that my last name changed in the system in XXXX but there is no note, or usual action to explain why. She said she is making a note for it to be changed back and that I should not be concerned this will impact me because my student loans are tied to my social security number and not to my name. In the meantime, because I have applied for my actual loans held by Mohela to be discharged through the PSLF program, the representative puts my payments in " Administrative Forbearance '' so that I will not have to resume payment in XXXX. 
XXXX XXXX *I am now receiving phone calls from Mohela to pay my loans. I check online and my account name is now XXXX " XXXX ''. I send messages through the website, as well as call. Every agent tells me to submit another message and ask for a supervisor to remedy this issue. 
*I submit a " name change '' to get Mohela XXXX change my name back to my actual name, XXXX XXXX by submitting their own correspondence to me that addresses me as XXXX XXXX XXXX 
*No supervisor ever gets back to me, but my name does change back to XXXX XXXX Mohela 's website. 
XXXX XXXX *my loans are forgiven through PSLF and I get correspondence that my balance is now {$0.00}. I check the website and it also shows my account " in good standing '' and a {$0.00} balance. 
*However, I continue to get near daily phone calls that I am past due on paying my loans to Mohela XXXX 
*My name changes from XXXX XXXX " XXXX '' and back multiple times in XXXX, every time I send a message that my name is incorrect. 
*I try to email the Mohela Ombudspeople using emails found online, received no response. 
XXXX XXXX *I ask the Federal Student Aid Ombudsperson to intervene and have Mohela address why they keep changing my name and calling me about past due accounts that I have no idea about. So far the only result is that Mohela has changed my name again to " XXXX '' on the website but has not addressed what is going on. 
*XXXX  XXXX - I get a credit monitoring alert that my credit score has dropped XXXX points because of " derogatory marks '' from Mohela .. 
*XXXX  XXXX - I dispute these with each credit bureau XXXX The account number ( same number for all four accounts : XXXX ) does not match up with the account number ( XXXX ) that shows when I log into the Mohela website- which I send to each credit bureau XXXX 
XXXX XXXX - Mohela website message says " my name change has been approved and it is now XXXX XXXX *XXXX  tells me on XX/XX/XXXX that these are my accounts and to take it up with the CFPB, XXXX and XXXX are still investigating. 
*I look on Mohela 's website and now it's asking for all of my demographic information and the name on my account is XXXX XXXX XXXX ''. 

I know there are only two things to explain what has happened, a ) someone has stolen my social security number and is using it for student loans or b ) Mohela has mixed up accounts and names but is refusing to fix it. I know the actual answer is b ) because there is nothing else that shows up on my credit report other than the name XXXX that is attached to the Mohela accounts that are not mine : no new addresses, phone numbers, or any other information - but to be safe I did also put in an identity alert with each bureau. 

This is actual insanity because a company has just added accounts to my social security number, and a new last name on their own and despite my MONTHS long attempt to have them correct it - is refusing to explain how it happened or to resolve it. In the meantime there are ramifications for my financial well-being, my emotional and mental health as I spend so much time and energy correcting a mistake that wasn't mine, that seems easy to fix and yet here I am.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation