Consumer complaint received 2026-06-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: MOHELA
State: OH

Complaint narrative:
In XXXX of XXXX I was shown on my MOHELA account showed a due balance of {$200.00}. I did not bother with it as I was in the process of signing up for an IDR plan. My IDR was received XX/XX/XXXX and went into affect XX/XX/XXXX. I called MOHELA about the {$200.00} balance and I was told give it 30 days and it should be removed from your account since your IDR plan approved you for {$0.00} a month. Fast forward to XX/XX/XXXX and my account was not corrected. At this point I had noticed a drop in my credit from the incorrect delinquent status on my account. I called MOHELA again and I was told it was not auto corrected due to a " imbedded delinquency error '' and that my problem was escalated and it should be fixed in 30 days. Over a month later my account was still not fixed and my credit score had dropped even further. I contacted MOHELA now again on the matter. I was bumped up to a supervisor who told me that whoever I spoke to before was wrong and the request to fixed the " imbedded delinquency error '' would never work because it is a different kind of error. They told me they put in the " correct error request '' this time and it was escalated. Give it until the beginning of XXXX and I should see it fixed. XX/XX/XXXX rolls around and still my account is showing the same thing not fixed with again a hit to my credit due to their incompetency. I was called by them this time as they said they wanted to " collect a debt of {$200.00} ''. I explained that this is an error and it was supposed to be fixed already. They bumped me up to a supervisor again. They said they see the request put in to fix the error and they were escalating the issue even further to get it taken care of and to give it a couple weeks if that to fix. They also said they would send over documentation I asked for to my inbox on MOHELA and they never did. Couple weeks later ( middle of XX/XX/XXXX ) I talk to them on the phone again as my account is showing now {$100.00} past due. I was bumped up to a supervisor again and I am told that that it is an embedded delinquency error they are working to fix. I informed them that I was told before back months ago it was not imbedded. I was then transferred to a different supervisor. I explained everything to this supervisor who assured me it would all be taken care of but could give me no time frame. I asked to be transferred to processing or whoever manages these requests so I can get this taken care of now. I was told no. I then was put on hold and told a person above the supervisor in processing would give me a call in 24-48 hours on the matter. I was never called. Before disconnecting with the supervisor I asked for documentation on the matter with all case numbers and such to cover my self and she said I would have it within the week and now a few weeks later never got anything. Every single time I have been on the phone with MOHELA I have stressed to them how this error on their side needs to be fixed because this is affecting my credit. Since this error has present my credit score has dropped XXXX points give or take. The only thing they ever gave me was 2 case numbers during my time calling which are # XXXX and # XXXX. It has gone on now for over 3 months that this error has been on my MOHELA account and they have still not fixed it when they have acknowledged knowing that it is there and have been made aware many times how badly it is affecting my credit.

Company response to consumer: Untimely response