Consumer complaint received 2026-05-04 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: PA

Complaint narrative:
I am formally submitting a complaint regarding XXXX XXXX XXXX and MOHELA. Through these two institutions, in conjunction with the XXXX XXXX XXXX office, a fraudulent student loan was taken out in my name in the Fall of XXXX. I have been working with all three entities for six months, providing the appropriate documentation for discharge, yet I have not received any updates on the status of my case. I have submitted all required documents and was informed on XX/XX/XXXX, that MOHELA finally forwarded the documentation to the federal government after retaining it since XXXX. Throughout this process, I have had to repeatedly contact MOHELA and the college to resolve issues. I have received misinformation from multiple supervisors and have spent over 15 hours on hold. The information required to prove that I did not authorize this loan includes sensitive documents such as my Social Security card, birth certificate, and a copy of the deed to my residence etc. Given that the Master Promissory Note contains incorrect information, I am perplexed as to how this loan was approved initially. Below is the current timeline of events : On Friday, XX/XX/XXXX, I was contacted by the new homeowner of my former residence regarding an enrollment balance notice from XXXX XXXX XXXX. I have not owned or resided at that address for over five years. The notice indicated an outstanding balance, despite the fact that I am not enrolled at the college and have not attended university for over 15 years. On that day, I reported this fraudulent activity to the college, which acknowledged the issue and placed a hold or flag on the account. However, the college was unable to identify the loan servicer at that time and advised me to await further information. Meanwhile, I accessed the XXXX XXXX portal, changed my password, filed a fraud report with http : //identitytheft.gov, and placed a credit freeze with XXXX. Subsequently, in XX/XX/XXXX, I received correspondence from MOHELA, the loan servicer, and have since been collaborating with them to provide all necessary documentation to establish the fraud and seek loan discharge. The Master Promissory Note clearly evidences fraud, containing multiple inaccuracies such as an incorrect father 's name ( an individual unrelated to me ), erroneous addresses, and contact information including a deceased individual and a distant relative. In the first week of XX/XX/XXXX, I mailed a discharge packet to MOHELA, including a copy of my passport, Social Security card, birth certificate, and the Master Promissory Note with highlighted fraudulent details and all requested information. I ensured the packet required a signature upon delivery, which was confirmed by the U.S. Postal Service on XX/XX/XXXX. In XXXX, MOHELA requested two additional signature samples to process the packet for submission to XXXX XXXX XXXX. Throughout XXXX and XX/XX/XXXX, I worked with MOHELA agents to provide the missing documentation. I encountered misinformation from several agents and spent numerous hours on calls to clarify the required signatures and information for submission. In XXXX, I was informed that all necessary documentation had been provided to then send to the federal government. On XX/XX/XXXX, although not required, I submitted a police report detailing the incident to both MOHELA and XXXX XXXX XXXX XXXX Financial Aid office. The college did not respond to two separate emails regarding the submission of the information and fraudulent loan. Subsequently, I received no correspondence from MOHELA regarding the discharge status. On XX/XX/XXXX, I contacted MOHELA and was informed that the documentation had only been submitted on XX/XX/XXXX, despite being in their possession for approximately one month. On XX/XX/XXXX, I called MOHELA again and waited on hold for two hours, as I had yet to receive any updates concerning the discharge. I discovered that my account had been placed into repayment status without prior notification via mail or email, despite the discharge information being submitted in XXXX. After multiple interactions with MOHELA agents, I was able to have my account reinstated into forbearance ( was told on the phone that a request was submitted ). Had I not proactively monitored this, the repayment status could have negatively impacted my credit. I am uncertain of additional measures to expedite this process ; however, without my proactive efforts, including persistent follow-up and extended hold times, progress would not have reached its current state. Navigating the complex network of errors committed by all three institutions has been exceedingly challenging and frustrating.

Company response to consumer: Untimely response