Consumer complaint received 2025-08-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: CA

Complaint narrative:
In XXXX of XXXX, I noticed that my principal balance on Mohela went from XXXX to XXXX ( an increase of XXXX ). Mohela has been my servicer since XXXX  as I am eligible for PSLF as a XXXX. My loans had been in forbearance from XX/XX/XXXX per the supreme court injunction on SAVE loans. Mohela also changed platforms to studentaid in XX/XX/XXXX so I am unable to access prior payment records but have mine from XXXX saved. I have been in regular contact via phone and email to Mohela requesting that they expedite a direct review of my account to fix the glitch in my account. With interest having resumed on XX/XX/XXXX, I have been urging them to expedite the fixing of my account. My last payment prior to the forbearance due to the court injunction shows the correct principal amount. As payments are expected to resume, I would like my payments to be accurate to my correct principal balance and not unjustly inflated due to the incorrect principal balance. I have been urging an expedited review of my student loan records in light of massive discrepancies with my principal balance. It has been months since the discrepancy has been noticed and I have contacted Mohela several times since both via phone and email. I have been contacting Mohela for months regarding a discrepancy in my principal balance. My principal balance in XX/XX/XXXXXXXX  ( right before my account was placed into a series of forbearances ) was XXXX ( I have documentation from my payments ) and it was around this amount in XX/XX/XXXX. I have been checking my account monthly and noticed a discrepancy that occurred around XXXX. I have noted that my principal balance is now XXXX which I know has to be incorrect. I have spoken to several advanced agents at Mohela on the matter who agree that there is a mistake on my account. It has been impossible to get on the phone with an advanced agent, it takes hours to hear back from Mohela just to be told there is another several hour wait to speak to an advanced agent. With the agents I have been able to talk to, we calculated my correct principal loan amount which should have remain essentially unchanged from XXXX since interest has been paused as of XX/XX/XXXX as my account has been in a series of forbearances due to federal court injunctions. Given the resumption of interest and the payments soon resuming, I have been asking Mohela to fix my account as it has been months since I first reached out to Mohela to get this error fixed. No solution has been given. Now I am at risk for increases in my monthly payments due to the inflated balance and now puts me at risk for further jeopardizing my PSLF payment count. I have sent numerous emails via Mohela and I have lodged complaints. I will also send out a certified letter detailing action. I appreciate your guidance in this stressful situation. 

Below, I have attached my account history detailing my full principal balance from XX/XX/XXXX right before the forbearance and my attempts at contacting and emailing Mohela since the error was noticed in XX/XX/XXXX.

Company response to consumer: Closed with explanation