Consumer complaint received 2025-11-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Maximus Federal Services, Inc.
State: CT

Complaint narrative:
To whom it may concern, I am submitting this complaint regarding Mohelas servicing of my federal student loans. Repeated servicing failures have created prolonged uncertainty about my account, disrupted my ability to manage payments, and caused significant stress and financial hardship. 

Summary of issues : Multiple transfers of my loan accounts between servicers occurred without timely notification to me, and I learned of transfers only after I could not locate my loans or when new servicers contacted me. 

Following transfers, there were long delays in communication about the location and status of my loans. On numerous occasions over several months, Mohela representatives were unable to confirm where my loans were and instructed me to call back. 

Payment processing errors occurred that appear related to transfers, including payments that were misapplied, delayed in posting, or not reflected correctly on statements. 

Billing statements and payoff amounts were incorrect or confusing, and loan terms were changed repeatedly without clear explanation, leaving me unsure who to pay and where my loans were being serviced. 

I received inconsistent and incorrect information about repayment options and program eligibility while employed by a qualifying nonprofit. 

Submitted paperwork was lost or not processed correctly ; I was required to resubmit the same documents multiple times, and promised callbacks did not occur. 

Customer service was unresponsive and inconsistent across more than 18 calls. Wait times were excessive, callbacks were not returned, and representatives often gave conflicting information. On my most recent call on XX/XX/XXXX, I was told I needed to be transferred to another department and that hopefully someone will pick up. This statement reflects the lack of reliable support and illustrates the dismissive, uncertain handling of my concerns that has characterized my experience over the years. 

Each time I provide detailed information from my prior calls to assist in resolving issues, representatives state that this information is unavailable or not listed in my file. This has made it impossible to build continuity or progress in resolving my concerns. 

I have made repeated attempts to resolve these matters, including the following calls : XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX ) XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX XXXX XX/XX/XXXX ( XXXX XXXX ) XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX XXXX  XX/XX/XXXX ( XXXX XXXX XXXX  XX/XX/XXXX ( XXXX XXXX XXXX XX/XX/XXXX ( XXXX XXXX XXXX XX/XX/XXXX ( XXXX XXXX XXXX XX/XX/XXXX ( XXXXXXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXX XXXX  ) XX/XX/XXXX ( XXXXXXXX XXXX XXXX  XX/XX/XXXX ( XXXX XXXX XXXX Steps I have taken to resolve these matters : I have consistently called Mohela to seek resolution, often asking representatives to document each call in my file so there is a record of my efforts. More recently, I will begin following up every call with an email to ensure my concerns are documented in writing. Despite these proactive steps, I continue to encounter lost information, unreturned callbacks, and inconsistent guidance. My repeated attempts to resolve these issues demonstrate my commitment to responsibly managing my loans, but the servicers failures have prevented me from doing so. 

The ongoing errors and lack of support have left me unable to reliably manage my loans. I have faced prolonged uncertainty about where my loans were located, who to pay, and whether payments were applied correctly. This has directly harmed my credit, disrupted my financial stability, and delayed access to repayment and forgiveness programs I should have been eligible for. 

Beyond the financial consequences, the repeated misinformation, lost paperwork, and unresponsive customer service have caused significant stress and frustration. The time and energy spent making dozens of calls, repeating the same information, and receiving no clear answers has taken a real toll on my quality of life. Instead of focusing on my work and personal responsibilities, I have been forced to continually chase basic information about my loans. 

I respectfully request the CFPBs review and assistance to ensure my loan records are corrected, that appropriate remediation is provided, and that steps are taken to prevent similar harms to other borrowers. Thank you for your attention to this matter.

Company response to consumer: Closed with explanation