Consumer complaint received 2026-05-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: MOHELA
State: PR

Complaint narrative:
During my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXginally had a strong interest in attending XXXX XXXX XXXX. However, due to the high costs associated with attendance, I made the rushed decision to enroll at XXXX XXXX instead. After the academic terms had already concluded, I completed the XXXX XXXX and arrived at the XXXX on XX/XX/XXXX, accompanied by my father and my aunt, in order to finalize all necessary arrangements. Upon arrival, university representatives requested that both my father and I complete several documents ; however, the documents were not properly explained to us before being signed. Following this process, my father proceeded to make all payments related to my education expenses personally, without scholarships or financial aid assistance. Because payments were being made directly to the university, neither my family nor I ever received any invoices, payment statements, breakdowns, or information indicating that a student loan had been originated on my behalf. In XX/XX/XXXX, I transferred tXXXX XXXX XXXX XXXX where I began my studies in XX/XX/XXXX and successfully completed my degree in XX/XX/XXXX. These studies were also fully paid for by my father. After graduation, I began preparing for medical school admission. Following the completion of the required examinations, I enrolled in a preparatory review course recommended by thXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX. To finance this course, I obtained a {$10000.00} loan, which I am currently paying. Due to personal circumstances, I had to repeat the course and subsequently obtained an additional {$10000.00} loan, which is also currently being repaid. Although payment deferment options were available, I voluntarily chose to remain current on both loans. In XX/XX/XXXX, I began medical school and successfully obtained my first educational loan without any issues or concerns. However, when I later applied for a second loan to continue my studies, this previously unknown loan unexpectedly appeared on my credit report. It is important to emphasize that from the time I left XXXX XXXX XXXX XXXX until this issue surfaced on my credit report years later, neither my family nor I ever received any communication regarding this alleged loan. No written correspondence, emails, bills, payment notices, collection notices, or account information were ever provided. As a result, the nonpayment of this account did not occur because of financial hardship or unwillingness to pay, but rather because we were completely unaware that this loan existed. Additionally, despite the fact that our addresses and contact information have remained unchanged throughout this entire period, no communication attempts were made. As shown in the attached documents, I did not even have an active MOHELA account until after the delinquency appeared on my credit report. The account was only configured afterward in an attempt to understand the situation. Furthermore, the account appeared on my credit report immediately as being over 90 days delinquent, despite the fact that it had never previously appeared as an outstanding debt or pending payment obligation. For several months, I have attempted to obtain information, clarification, and assistance regarding this matter. Unfortunately, I have not received meaningful help. MOHELA has informed me that they are unable to place any notation or correction on my credit report, despite the extraordinary circumstances surrounding this matter. I attempted multiple times in XXXX of XXXX to contact MOHELA via phone call and every single attempt ended with XXXX hour wait times and once I was transferred to a representative I was disconnected with no call back. I was able to make the minimum payment that was the only amount that appeared on my account once I was finally able to login and then was never provided with the full amount that was due until XX/XX/XXXX when I was finally able to get in contact with a representative that was able to help me.

Company response to consumer: Untimely response