Consumer complaint received 2026-06-06 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: NV

Complaint narrative:
I am filing this complaint against the U.S. Department of Education and MOHELA regarding the mishandling of my federal student loan account number XXXX. BACKGROUND XXXX XXXXXXXX BANKRUPTCY I was a debtor in an active XXXX XXXX bankruptcy that discharged on XX/XX/XXXX. Throughout my bankruptcy, the court-appointed trustee was making payments toward my student loan on my behalf. The last paper billing statement I received from the Department of Education was XX/XX/XXXX over 17 months ago. Despite having my correct mailing address on file the entire time, no further statements were sent. XX/XX/XXXX PHONE CALL PROMISES MADE AND BROKEN In early XX/XX/XXXX I received an email from the Department of Education stating my account was past due. On XX/XX/XXXX at XXXX XXXX XXXX XXXX at ( XXXX ) XXXX I called to address this. During that call : The representative confirmed she could see my XXXX XXXX bankruptcy in my account ; She stated she had investigated the matter and was forwarding it to the appropriate department ; She specifically promised that negative credit marks would be removed from my credit report ; She specifically promised my account would be brought to current status ; She told me I would receive a written letter explaining next steps. I request that the recorded call from XX/XX/XXXX at XXXX XXXX XXXX XXXX at ( XXXX ) XXXX be retrieved and reviewed as evidence of these promises. WHAT HAPPENED INSTEAD Rather than receiving the promised follow-up letter, the next communication I received was a Debt Statement dated XX/XX/XXXX declaring my account in full default and threatening Treasury offset and negative credit bureau reporting the direct opposite of what the representative promised. CRITICAL CONTRADICTION EMAIL VS. ONLINE ACCOUNT DENIAL During the XX/XX/XXXX call I told the representative I could not access my online account that I set up years ago. She told me I had never set up an online account. This is directly contradicted by the fact that the past due notice was sent to my email address not by mail. If I never set up an online account, how did they have my email address and why was it used to contact me? They can not claim I never had an online account while simultaneously using an email associated with that account to send me notices. As of today I still can not access my online account. WHAT I AM REQUESTING Full investigation into all matters described above ; Retrieval and review of the XX/XX/XXXX recorded phone call ; Immediate suspension of all negative credit reporting pending resolution ; Removal of all negative marks reported during my active bankruptcy period ; Honoring of the XX/XX/XXXX representative 's promise to bring my account current ; Complete itemized payment history showing all bankruptcy trustee payments received ; Investigation into why no paper billing statements were sent from XX/XX/XXXX to XX/XX/XXXX ; Restoration of my online account access. I have sent a formal dispute letter to the Department of Education via certified mail and am filing this complaint simultaneously with the CFPB, the FSA Ombudsman, and the Nevada Attorney General 's Office.

Company response to consumer: Untimely response