Consumer complaint received 2026-05-13 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: FL

Complaint narrative:
To the Consumer Financial Protection Bureau : I am filing a complaint against MOHELA regarding improper credit reporting and failure to provide adequate notice before reporting my student loan account as 90 days delinquent. MOHELA placed a 90-day late payment on my credit report, which severely damaged my credit score and financial standing. However, prior to reporting this delinquency, I did not receive any meaningful communication from MOHELA informing me that my account was past due or at risk of negative credit reporting. Specifically : * I did not receive email notifications warning me that my payment was overdue. * I did not receive phone calls regarding any missed payments. * I did not receive adequate written communication advising me that my account would be reported delinquent to the credit bureaus. * I was not given a fair opportunity to cure the alleged delinquency before the 90-day late mark was reported. MOHELAs own published credit reporting policies state that delinquency is reported once loans become 90 days past due, and that borrowers are contacted when accounts become delinquent. Federal law and regulations impose duties on student loan servicers to properly service loans, communicate with borrowers, and accurately report information to credit reporting agencies. Relevant laws and regulations include : 1. Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 Furnishers of credit information, including loan servicers, are required to provide accurate information to consumer reporting agencies and investigate disputed information. ( [ Federal Reserve ] [ 2 ] ) 2. Regulation V, 12 CFR Part 1022 Implements the Fair Credit Reporting Act and governs responsibilities of entities furnishing information to credit bureaus. ( [ Federal Reserve ] [ 3 ] ) 3. 34 CFR 682.208 Due Diligence in Servicing a Loan Federal student loan servicers are required to exercise due diligence in servicing loans, including responding to borrower inquiries and properly managing repayment and delinquency communications. ( [ Legal Information Institute ] [ 4 ] ) 4. Consumer protection principles enforced by the CFPB prohibit unfair, deceptive, or abusive acts or practices ( UDAAP ) under the Dodd-Frank Act when servicers fail to provide borrowers with adequate notice or engage in improper servicing conduct. I believe MOHELA failed to exercise proper servicing diligence and failed to provide sufficient notice before damaging my credit profile with a 90-day delinquency report. As a result of MOHELAs actions : * My credit score was negatively impacted. * My ability to obtain credit and favorable interest rates has been harmed. * I experienced financial and emotional distress due to the sudden appearance of a severe delinquency that I was never adequately warned about. I am requesting the following relief : XXXX. XXXX investigation into MOHELAs servicing and notification practices. XXXX. Removal of the XXXX late payment from all consumer reporting agencies if MOHELA can not prove adequate notice was provided. XXXX. Correction of all inaccurate or improperly reported delinquency information. XXXX. Written confirmation of the investigation results. XXXX. XXXX that MOHELA updates its borrower notification practices to prevent similar harm to consumers. I also request documentation showing : * All emails allegedly sent to me, * All letters allegedly mailed to me, * All phone call logs regarding this delinquency, * The exact dates MOHELA claims notices were provided prior to reporting the account delinquent. Thank you for your attention to this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Untimely response