Consumer complaint received 2024-05-21 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: MA

Complaint narrative:
MOHELA has incorrectly billed me and is negligent in following fair billing regulations according to the Federal Student Aid Office. 

Today, XX/XX/year> I received written correspondence from MOHELA delivered by XXXX including a billing statement dated XX/XX/year> and confirmation of consolidation XX/XX/year> addressed with the incorrect name As this is XXXX of many ongoing grievances with MOHELA and I am still awaiting communication, correction, rectification, and restitution from MOHELA about those matters, this letter adds on to a building case demonstrating MOHELAs unfair, harmful, and negligent practices. I first address errors made by MOHELA regarding my legal name then I address the most recent errors, negligence, and unfair billing practices in collecting debt. 

The correspondence for my recently processed consolidation loan is incorrectly addressed to a previous name I had. I have already submitted name change documentation with MOHELA and this name change was correctly reflected on my application documents for loan consolidation. With thousands of dollars being exchanged on my behalf, it is a reasonable expectation that MOHELA maintain accurate records without my reminding or needing my attention of correction such as but not limited to my legal name. 
MOHELA is negligent with their billing practice and fails to follow consumer regulations of and rights under consumer protection and violates fair debt collection practices. According to the Federal Student Aid OfficXXXX XXXX XXXX XXXX XXXXXXXX ) Your loan servicer will send you your billing statement at least 21 days before your payment is due. 
The bill is dated XX/XX/year>, which is less then the 21 days stipulated by the Federal Student Aid Office and Code of Massachusetts Regulations XXXX XXXX. The bill was generated on XX/XX/year> which is XXXX calendar day before the written notice of consolidation and loan servicing was created meaning that the MOHELA billed me prior to giving me notice of a schedule of terms, payments, and details of the loan. As I received this bill statement less than XXXX calendar days before the due date of XX/XX/year> and the statement itself is dated less than 21 days prior to the due date, this written notice violates the guidelines, regulations of the Federal Student Loan Office. It is also a clear violation of Code of Massachusetts Regulations Title 209.

The written correspondence does not match the payment due as listed on the website. The written notice has a different amount due on XX/XX/year> then what is on the website. Furthmore this is a new website that MOHELA uses. MOHELA 's old website does not give notice of my account migrating to a new website nor does it redirect consumers to the new one. This is intentionally misleading and creates another obstacle and hindance to access online accounts to make timely payments. 

Without a reasonable timeline for written notice, a reasonable time to make payment, and obstacles such as the company 's website failure to reflect to accurate amounts with written correspondence and misleading users from XXXX old website, along with incorrect information such as my name, MOHELA creates an burden and hardship to make timely which negatively impacts my financial and consumer well-being and could constitute MOHELAs intentional obstruction and negligence As indicated in prior correspondence and prior issues with the company, including a case that is still open through the CFPB, MOHELA has XXXX pattern of negligent and harmful practices that negatively impact my financial and consumer well-being.

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