Consumer complaint received 2025-01-23 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: KS

Complaint narrative:
To Whom It May Concern, I am filing this complaint against my federal student loan servicer, Mohela, due to issues involving the accuracy of my loan status and unacceptable customer service interactions.

1. Inaccurate Loan Status I have verified with StudentAid.gov that my loans are in forbearance, yet Mohelas records fail to reflect this. This discrepancy creates confusion and potential harm, including the risk of incorrect reporting to credit agencies. 

2. Unprofessional Customer Service When I contacted Mohela on [ insert date ], a representative stated, I dont care in response to my concern. Additionally, after requesting to escalate the matter to a manager, I received a callback from someone who was not a manager, which prevented proper resolution of my issue.

Impact on Me as a Borrower : Emotional stress from the servicers unprofessional behavior.

Risk of financial harm due to incorrect loan status and potential credit reporting errors.

Actions I Am Seeking : Immediate correction of my loan status to accurately reflect the verified forbearance. 
Written assurance that no adverse credit reporting or financial penalties have occurred as a result of Mohelas error.

Investigation into Mohelas customer service practices to ensure fair treatment of borrowers.

I request the CFPB to investigate this matter and hold Mohela accountable for providing accurate information and professional service. 

Personal Information for Reference : Name : XXXX XXXX Loan Account Number : XXXX Contact Information : XXXX, XXXX Thank you for your assistance in addressing this issue. 

Sincerely, XXXX XXXX XX/XX/XXXX I called studentaid.gov to verify that my XXXX XXXX application is in review and submitted as of XX/XX/XXXX. XXXX XXXX did very and stated that I was not supposed to be in a payment status since the application takes 3 years to review so I am automatically in a Forbearance. 
XX/XX/XXXX I called Mohela-the wait time was XXXX and a half hours. I left a message and did not receive a call back. 

XX/XX/XXXX XXXX XXXX I called Mohela- I waited on the line for XXXX for a representative which I had a conversation with XXXX who is ( in the beginner que ). I asked questions about my loan and she stated " I dont care '' I asked to speak with a supervisor and she transferred me back in the que. I was on the phone for XXXX min. 

XX/XX/XXXX at XXXX XXXX XXXX Not a manager called me back, gave me info on the process to speak with a supervisor. Went over basic information with me and stated my loan is not in a forbearance and I can apply for that which she could help e with and then the line got disconnect. 

XX/XX/XXXX called Mohela again and requested call back at XXXX hr wait time. I left a message and a trying to speak with a supervisor. I have the previous call recorded for XXXX and will continue to record the calls for my protection. 

I just need to validate my status so I do not receive over due notices which is currently reporting on my credit. Also I am requesting for the Master Promissory note which is not listed on the Student Aid.gov website. 

My main goal was to make sure I am not in a repayment status. This is not right and violates my rights as a consumer with Mohela of which I never had a formal or professional agreement with them in the first place. 

Rights violated : Right to Accurate Loan Information Right to Proper Customer Service Right to Fair Treatment Right to Escalation and Complaint Resolution Right to Forbearance if Approved- my Forbearance is approved and reflected currently on XXXX

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