Consumer complaint received 2025-11-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: MOHELA
State: WA

Complaint narrative:
On XX/XX/XXXX, I wrote a letter to MOHELA XXXX XXXX XXXX, and filed a Miscellaneous request/ credit request with them. I will attach the letter I sent with my request, as well as the email I wrote to them, through their online messaging center. 

In my letter, I stated that MOHELA had reported my account as being late, due to me missing payments from XXXX of XXXX. I found this out while checking my credit report, and immediately began investigating. It seems I had XXXX accounts with MOHELA, at similar, if not almost exactly the same websites. MOHELA created a new account for me on the XXXX XXXX XXXX website, but never consolidated my previous loan, with the new loan ( I hadn't paid on the new loan at all yet. ) My previous loan which I was paying to MOHELA Servicing, was on time. I did not realize that I had another account in my name. Once I realized there was two accounts I got online and promptly paid the amount owed.

I filed a request/dispute to change my credit reporting ( late payment ), due to the fact that they did not consolidate my account, and they did not move my old loan over to the new platform, where I would have been able to see both loans. I did not realize that I had another account. I was checking my MOHELA account, but did not notice anything odd. My account showed I was enrolled in auto payments, I had XXXX in their system, and I was on time. 

However, I now have two accounts with the same email, same password, and same name. I have one with the new loan on it at Fed. XXXX XXXX, and one with my older loan on it at MOHELA Servicing.

The federal student aid website also sent me an email in XXXX of XXXX, prior to this all happening, that stated they would be moving over everything from MOHELA Servicing to MOHELA XXXX XXXX XXXX, within the next couple of months. This never happened with my account. They said they would send out an email notifying me of the change XXXX days prior to it happening. I have no email stating this. They also never moved my loan, so I assumed they had so many people things were just going very slow, and they would notify me when my account was to change. 

I also did not even set up my account with MOHELA Fed.Student Aid until XXXX, when I realized I had two accounts. I figured out I had two accounts when I looked at the names of the loan agencies listed on my student loans, on my credit report. 

In my letter, I provided a detail assessment of all my information with artifacts to support my claims. 

MOHELA never sent my loan over to the new platform, and instead of just sending the loan over, then adding a new loan to the new account, they just created a separate account for me. The new account used the same social security number as my old account, the same email address ( XXXX ), and prior to me logging on ( in XX/XX/XXXX ), the same name on the account ( my maiden name XXXX XXXX ). I changed it to my married name XXXX XXXX when I logged on. 

I am upset with the way things have been handled, and do not feel the late payment is justified, due to the lack of procedures and processes that should have been taken to combine the old account with a new one. The way they did it made it very confusing, and difficult to figure out what was going on.

Company response to consumer: Untimely response