Consumer complaint received 2025-07-24 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: MOHELA
State: WA

Complaint narrative:
XXXX My IBR Loans are consolidated in forbearance and not accruing interest due to Coivd-19 Relief act. 

XXXX MOHELA changes service platform/portal access, Resulting in technical issues locking me out of my account and not properly transposing loan and personal information to new servicing account. 

XXXX Student loans payment resume, Still unable to access account or resolve issue with MOHELA due to technical issues, Site outages, portal down times. 3+ call times to be informed " try back at a later date '' XXXX Retroactive forbearance placed on student loan accounts due to Department of educations on-ramp program announced by president Biden. Loans Supposed to be back in Forbearance. 

XXXX-Technical issues continue with MOHELA, unable to contact customer service in a reasonable time frame, Issues continue into XXXX. 

XXXXEventually able to get access to my account to find out my contact information has been switched to a toll free phone number, that was contributing to being unable to recover/access the account. The company will not release who authorized this or when the change was made. All contact and personal information corrected by me on the website. First time being able to view loan information since portal transition in XX/XX/XXXX. Loans now appear to be past due, unconsolidated and no longer part of an IBR plan. 
Informed my loans are now past due and a negative credit report will be filled at the end of the month if payment is not made. 

XXXX Payment of {$1800.00} made to bring all loans current. IBR plan and loan consolidation paper work resubmitted. 

XXXX All 9 of my now unconsolidated loans, reported to the credit company as 9 separate delinquent accounts dropping my credit score by XXXX points. 

XXXX MOHELA contacted, 90 minute wait time, actually able to speak to a supervisor about the issues to my credit score and account/loan information. Informed there are a lot of " weird and unusual '' issues with my account, she stated she believes there to be numerous errors and mishandling of information and would like to launch an investigation, to fix my account and reverse the negative reports. Informed it would take about 30-60 days for the investigation and credit changes to take effect. 

XXXX Contacted MOHELA for an update on the investigation, 90 minute wait time informed that the investigation was completed and that I should see the changes on my credit report and account in another 30 days. 

XXXX Still no changes to my credit score, Contacted MOHELA for an update, Speaking to a different supervisor now, who informed me that they have changed their mind and will not be fixing my credit score. The supervisor was unwilling to provide me with a copy of the investigation results, and told them they handle everything internally and I am not allowed access to my own account information and discrepancies. Requested a transcript of the chat/call logs I had with the previous supervisor and this phone call as well. Informed they would mail it out to me in 7-10 business days. Supervisor unwilling to escalate the case to his superiors, or provide me with any additional information at this time. 

XXXX Received an automated email from MOHELA responding to the request of transcripts that were allegedly being mailed stating that I can review my loan details by logging online to the portal. 

XX/XX/XXXX Contacted MOHELA ( 70 mins hold time ) to see if this automated response was all I was going to receive in the way of transcripts and documentation. Informed that MOHELA does not send out chat/call logs, and it is very irregular that someone told me they would. Attempting to escalate to a supervisor was transferred to an automated service stating I would receive a call back from a supervisor in 2-3 business days. 

XX/XX/XXXX XXXX Missed call from MOHELA , Left a message to call them back at the XXXX number no direct line of contact. 

XXXX Contacted XXXX number to attempt to talk to supervisor, transferred to automatic service stating I would receive a call back from a supervisor in 1-3 business days. Dispute filed with XXXX credit bureau to see if they can conduct an investigation to get required information/resolution from MOHELA. 

XX/XX/XXXX Call back received from MOHELA while I was at work, Answer phone explained I can not talk right now as I work in an Emergency department, asked if I could get a phone number to call her back direct informed that is not possible, asked if they could call me back today at around XXXX told they would. Took my lunch at noon to be ready for a phone call, No call back ever received. 

XXXX XXXX  dispute resulted, were unable to get required information from MOHELA, additional dispute started and escalated by XXXX customer service . Recommended to file a CFPB dispute as well by XXXX customer service XXXX 

This is a current and ongoing issue for myself and I'm sure many others. MOHELA is constantly under investigations and involved in lawsuits by multiple state attorney generals, regulators and the general public. Their negligent business practices, mishandling of accounts/ borrower information, technical issues and abysmal customer service is detrimental to millions of American 's. They clearly lack the ability and integrity to be responsible for the livelihood of millions of hard working students and professionals of the American public.

Company response to consumer: Untimely response