Consumer complaint received 2026-01-26 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: NH

Complaint narrative:
I am requesting that the CFPB reopen my complaint against MOHELA because it was closed without resolution, and MOHELAs response contains inaccurate statements about communication that are central to the harm I experienced. 

MOHELA claims that it sent me emails, letters, and attempted to contact me by phone regarding my account transition, delinquency, and available options. This is not true. 

MOHELA states that an email was sent to me on XX/XX/year>, regarding the servicing platform transition. I have thoroughly reviewed my email records, including spam and deleted folders, and I do not have any email from MOHELA on that date advising me of this transition. No such correspondence exists in my inbox. I can provide screenshots if needed. 

MOHELA also claims that letters were mailed to me. I recently updated my address this year ( after having to wait on the phone for a long period of time and selecting the call back option, which i had done before without anyone calling me back ), specifically because I was unable to reach MOHELA through phone, email, or the website, and was concerned that communications were not reaching me. Despite updating my address several weeks ago, I still have not received any correspondence from MOHELA, nor any follow-up communication after the address change. 

MOHELA adds that it attempted to contact me by phone on multiple occasions. I have reviewed my phone logs and voicemail records and can confirm that there are no missed calls or voicemails from MOHELA. When I attempted to contact MOHELA myself, I repeatedly waited on hold and used the call me back option, including on prior occasions, without receiving meaningful follow-up or assistance. 

These facts are not minor details they go to the heart of the issue. I was unable to manage or resolve my account because MOHELA did not provide timely, accessible, or effective communication during and after its servicing platform change. I made good-faith efforts throughout the year to contact MOHELA and remain compliant, but those efforts were unsuccessful. 

Despite this, MOHELA allowed the delinquency to escalate, reported negative information to the credit bureaus, and ultimately sent the account to collections. MOHELA even acknowledges that on-ramp forbearances were applied during part of this period, yet still claims that no corrective action is possible. This is inconsistent and ignores whether the delinquency itself was caused by MOHELAs failures. 

I am not trying to avoid payment. I intend to pay and would have paid earlier if I had been able to access my account and receive clear guidance. What I am asking for is accountability. The negative credit reporting that resulted from MOHELAs communication failures and platform transition should not remain on my credit report. 

There are widespread reports of borrowers experiencing similar issues with MOHELA, including a lack of communication followed by delinquency and collections, and multiple legal actions alleging these same practices. My experience is not isolated. 

I respectfully request that the CFPB reopen this complaint and require MOHELA to : Take responsibility for the servicing and communication failures that occurred during its platform transition Correct and remove the negative credit reporting associated with this period Restore my account to a current or equivalent non-delinquent status so repayment can resume This matter was not resolved or meaningfully addressed in MOHELAs response. Rather than providing a resolution, their communication focused on assigning fault without addressing the underlying issues. As a result, their response does not reflect what actually occurred, and the resulting credit harm remains unaddressed. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation