Consumer complaint received 2026-05-14 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:
I am filing a complaint regarding ongoing inconsistent, inaccurate, and unclear information provided by MOHELA concerning my XXXX XXXX enrollment and payment amount. Despite multiple written communications and repeated attempts to obtain clarification, I continue to receive conflicting information about my account. I am unable to reach anyone at the numbers provided unless I hit " XXXX '' for XXXX plus minutes and listen to automated recordings telling me that my entry is invalid. However, there is not a single valid entry that leads to an actual person. They are engaging in call-deflection. The only time I was able to get someone on the phone, they went ahead and removed my " in school status '' without my permission or knowledge. My tax documents would reflect that I had been in school up until XXXX weeks before that conversation. On XX/XX/year>, MOHELA informed me that my XXXX XXXX amount was set to {$450.00}. However, my online portal currently reflects an XXXX XXXX amount of {$170.00}. Additionally, on XX/XX/year>, I received another communication stating, " A review of your account reflects loan sequences XXXX through XXXX is not enrolled in XXXX XXXX. '' This statement is unclear and contradictory, especially since I have XXXX loans and had previously been informed that my XXXX XXXX was already established. I have repeatedly contacted MOHELA through written messages seeking clarification regarding : XXXX correct Auto Pay amount -Which loans are enrolled in Auto Pay -Whether my signed Auto Pay agreement was processed correctly -Why I continue to receive conflicting information regarding my account Despite these repeated efforts, I have not received a clear or consistent explanation. I have also attempted to contact MOHELA by phone using the numbers provided but their phone systems loop you through a series of automated recordings that never lead to an actual person. I signed an agreement authorizing MOHELA to update my XXXX XXXX to collect the minimum payment due. Despite this, I am now being told that XXXX XXXX may not be set up at all, even after previously being informed that it was already established and after actually setting it up myself. I am extremely concerned that inaccurate servicing and conflicting communications may result in improper payment processing or negatively affect my account status through no fault of my own. I am requesting : -Written clarification regarding which loans are enrolled in XXXX XXXX XXXXConfirmation of the correct XXXX XXXX amount currently scheduled -Immediate correction of any Auto Pay processing errors -Confirmation that my signed XXXX XXXX authorization has been properly implemented -Assurance that my account and credit will not be negatively affected due to MOHELAs inconsistent communications and servicing issues I am requesting a prompt and thorough review of my account and servicing history to ensure my loans are being handled accurately.

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