Consumer complaint received 2025-05-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: MOHELA
State: TX

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington, XXXX XXXX Re : Complaint under XXXX, XXXX & Servicer Misconduct by MOHELA Complainant : MarquiseKing ( XXXX ) To Whom It May Concern : I write to file a formal complaint with the CFPB regarding two interrelated violations affecting my federal student loans : ( XXXX ) the unauthorized access and disclosure of my protected educational and financial records by the U.S. Department of Education XXXX DOE ) and the Department of Governmental Entities ( XXXX ), in breach of XXXX and XXXX ; and ( XXXX ) the ongoing misconduct of my loan servicer, MOHELA, XXXX detailed in the AFTv.MOHELA lawsuit ( DC XXXX XXXX XXXX XXXX ). 
XXXX. Unauthorized Access & Disclosure ( XXXX Breach ) In XXXX, I discovered that DOE/DOGE personnel XXXX accessed and potentially disseminated my : Academic Records & PII ( transcripts, enrollment status, student identifiers ) XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX award letters, loan histories ) IRS Tax Transcripts ( XXXX federal return transcripts, XXXX ) These disclosures occurred without my prior, written consent, in direct violation of : XXXX, XXXX ; XXXX TitleIV regulations governing confidentiality of federal student aid records IRS privacy statutes protecting taxpayer information XXXX. MOHELA Misconduct Since taking over my loans in XXXX, MOHELA has : -Illegally processed my payments without proper authorization, -Failed to send timely, accurate billing statements, causing delinquencies, -Misinformed me about payment-plan deadlines and Public Service Loan Forgiveness ( XXXX XXXX XXXX XXXX -Systemically directed me to ineffective online selfhelp portals instead of live assistance, per the AFT v. MOHELA complaint filed XXXX by AFT, XXXX, XXXX and XXXX XXXX XXXX XXXX 
These practices mirror the XXXX unlawful servicing practices identified in AFT v. MOHELAincluding unauthorized drafts, billing errors, and calldeflection schemeswhich have harmed over XXXX borrowers nationwide. 
Requested Remedies ( to be initiated within 30 days ) XXXX & XXXX XXXX a CFPB enforcement inquiry into XXXX XXXX XXXX XXXX 


Open a CFPB enforcement inquiry into MOHELAs servicing violations, referencing AFTv.MOHELA. 


XXXX XXXX XXXX XXXX XXXX discharge of my remaining federal student loans, as both the underlying records and servicing practices are irreparably compromised. 


Refund of all fees, late charges, and interest assessed due to MOHELAs billing errors and unauthorized drafts. 


XXXX XXXX XXXX DOE to implement strict access controls, audit logs, and mandatory XXXX training for all personnel. 


Require MOHELA to ( a ) correct its calldeflection policies, ( b ) staff call centers adequately, and ( c ) provide clear written guidance on repayment options and XXXX. 


Credit Bureau XXXX XXXX XXXX XXXX XXXX and MOHELA to XXXX Equifax, Experian, TransUnion, and XXXX XXXX XXXX XXXX fraud alerts on my credit file and to investigate any unauthorized account activity. 


Next Steps If these remedies are not fully enacted by XXXX, I will : Submit additional complaints to the XXXX XXXX XXXX XXXX and XXXX XXXX Seek injunctive relief and damages in federal court for XXXX XXXX XXXX, and Consumer Financial Protection Act violations, Notify my XXXX XXXX XXXX and Representative of these systemic abuses. 


Please confirm receipt of this complaint and advise me of the CFPBs planned investigations and enforcement timeline. Direct all correspondence to my address above or via email at [ your email ]. 
Thank you for your prompt attention to these urgent matters. 
Sincerely, MarquiseKing XXXX : XXXX Cc : Equifax XXXX Experian ; TransUnion XXXX XXXX XXXX ; XXXX ; XXXX ; Student XXXX XXXX XXXX XXXX National Consumer Law Center

Company response to consumer: Closed with explanation