Consumer complaint received 2026-06-09 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: OH

Complaint narrative:
A CFPB complaint letter should emphasize consumer harm, inaccurate debt reporting, failure to investigate disputed debt, lack of documentation, and potential identity theft. The CFPB is particularly concerned with loan servicer conduct, recordkeeping, dispute handling, and credit reporting practices. Date : [ Insert Date ] Consumer Financial Protection Bureau RE : Complaint Against Federal Student Aid ( FSA ) and MOHELA Failure to Validate Debt, Failure to Provide Records, Improper Dispute Handling, and Potential Identity Theft To Whom It May Concern : I am submitting this complaint against Federal Student Aid ( FSA ) and MOHELA regarding their handling of a disputed student loan account, their failure to provide records supporting the alleged debt, their refusal to adequately investigate my dispute, and their continued reliance upon information that appears to be inaccurate or potentially fraudulent. For more than one year, I have been attempting to resolve a dispute concerning student loan debt that Federal Student Aid and MOHELA claim I owe. Throughout this process, I have acted in good faith and have fully cooperated with every request for information and documentation. I have submitted all documents requested of me and have repeatedly sought copies of the records being used to support the alleged debt. Despite my efforts, I have been denied access to the underlying documentation and have been unable to obtain meaningful review of my dispute. Federal Student Aid informed me that it had received documentation from an educational institution allegedly demonstrating that I attended the institution and received federal financial aid. According to Federal Student Aid, documentation was received from this institution during XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Because these records were being used to deny my dispute, I repeatedly requested copies of the documents. I submitted multiple requests through emails, telephone calls, and written correspondence. Despite these requests, neither Federal Student Aid nor MOHELA provided the actual documents. Instead, I received limited summaries and information copied into email communications. I was never provided with the original records, source documents, attachments, enrollment records, financial aid applications, promissory notes, disbursement records, attendance records, or any other documentation necessary to verify the legitimacy of the alleged debt. The most troubling aspect of this matter is that I independently contacted the institution identified as the source of the alleged records. The institution provided written confirmation that I have never attended the school, have never been enrolled there, and have never received financial aid through that institution. This written confirmation directly contradicts the information being relied upon by Federal Student Aid and MOHELA. As a result, I have substantial reason to believe that I may be the victim of identity theft and/or student aid fraud. To address these concerns, I have taken the following actions : Filed a police report documenting suspected identity theft ; Filed an identity theft report with the Federal Trade Commission ; Obtained written confirmation from the institution establishing that I have no attendance or financial aid history with the school in question ; and Submitted supporting documentation to Federal Student Aid and MOHELA. Despite providing evidence supporting my dispute, neither organization has provided the records allegedly supporting the debt nor adequately explained why the institution 's written denial of my attendance has been disregarded. I believe the conduct of Federal Student Aid and MOHELA raises serious concerns regarding : Failure to adequately investigate a disputed debt ; Failure to provide documentation supporting the alleged debt ; Reliance on inaccurate, unverifiable, or potentially fraudulent records ; Failure to respond meaningfully to consumer disputes ; Potentially inaccurate reporting of disputed debt information ; Failure to maintain and produce records necessary to substantiate collection activity ; and Failure to appropriately address identity theft allegations. I respectfully request that the Consumer Financial Protection Bureau investigate this matter and require Federal Student Aid and MOHELA to : 1. Produce all records, documents, correspondence, enrollment records, financial aid records, promissory notes, applications, certifications, and investigative materials relied upon to establish the alleged debt ; 2. Explain why repeated requests for records have not been fulfilled ; 3. Conduct a thorough review of my identity theft allegations and supporting evidence ; 4. Verify the accuracy and legitimacy of the alleged student loan obligations ; 5. Correct any inaccurate information maintained in their records or reported to consumer reporting agencies ; and 6. Remove and discharge any debt determined to be fraudulent, inaccurate, unsupported, or the result of identity theft. Attached are copies of the supporting documents previously submitted to Federal Student Aid, including : Police Report ( Identity Theft ) FTC Identity Theft Report Written Letter from Institution Confirming No Record of Attendance Correspondence Received from Federal Student Aid Additional dispute correspondence and supporting documentation I certify that the information contained in this complaint is true and accurate to the best of my knowledge. I respectfully request a thorough investigation and written response addressing the concerns raised herein. Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Untimely response