Consumer complaint received 2025-03-08 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: GA

Complaint narrative:
On XX/XX/XXXX, I received a notice of student loan payment count update as part of my records on the Department of Education ( XXXX ) website. I have attached a copy to this complaint. The updated student loan payment count is grossly inaccurate and does not reflect the factual figures, numbers, and documented information in my records with MOHELA ( my loan servicer ) whose database is extracted by XXXX and which are all available and verifiable prior to the issuance of the notice. To be specific, the Department of Education shows my XXXX count for XXXX of my XXXX consolidated loans at XXXX qualifying counts, and a XXXX  consolidated loan at XXXX qualifying payment count. The inaccuracy is that XXXX is missing payment confirmation for XX/XX/XXXX for the XXXX  loan which if corrected, will show all my loans with equal qualifying payments of XXXX for XXXX. Please note that since my loans were consolidated into XXXX payment for the past XXXX  years ( since year XXXX ), I have only submitted or made XXXX monthly payment when due to MOHELA ( my loan servicer ) and that payment is credited to all XXXX consolidated loans. I have called XXXX several times and in addition, submitted verifiable official documentation from my loan servicer MOHELA to XXXX to rectify this issue since XX/XX/XXXX but to no avail. My MOHELA payment account history accurately reflects that I fully made payment for XX/XX/XXXX which was applied and credited to all my XXXX consolidated loans. I was since told twice by XXXX representative on the phone to wait for XXXX  to update my XXXX  count which now just happened on XX/XX/XXXX, or for me to apply to XXXX XXXX XXXX XXXX XXXX XXXX where my payment counts will be applied due diligence by XXXX and properly updated. I have subsequently applied for XXXX XXXX and have had no response for XXXX  months so far. 
The dire consequence of XXXX not addressing this inaccurate information is that I have to re-enter into XXXX active student loan repayment status because my student loan account appears on XXXX not to meet eligibility for XXXX XXXX XXXX XXXX Due to this inaccuracy, I am having to pay {$3200.00} monthly obligation starting XX/XX/XXXX and it is clearly an extortion practice by the Department of Education. In XX/XX/XXXX, I filed a complained with CFPB and in MOHELA 's response to CFPB, MOHELA duly acknowledged that their documentation and records showed that I had met my obligation for student loan forgiveness under the XXXX XXXX and MOHELA, as of XX/XX/XXXX, has forwarded my account to XXXX  to be processed as eligible for XXXX XXXX. However, MOHELA as a servicer will have to continue to demand the monthly extortion of {$3200.00} unless the Department of Education issues a directive to MOHELA to halt collecting payment and instead, to process my account for my duly met obligation for XXXX XXXX Thank you.

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