Consumer complaint received 2026-01-06 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: WA

Complaint narrative:
Good morning, As a borrower, I have been chasing down loan servicers for over a decade. I can't even accurately explain how many loans I have or who their servicers are due to the below-mentioned problems : Over the years, and most recently yesterday, I have wasted countless hours trying to find the servicers my loans switched to, finding the loan itself when servicers can't find them ( even though they can see I have an active account with them ) waiting on exorbitant hold times, resetting passwords, getting locked out of my accounts, and recently, watching my credit score plummet XXXX points in a matter of 3 days because of a past due loan that I can not find. It has become almost impossible for me to access and pay my loans on time or at all because of this circus that that government and various loan servicers are running. It is predatory and unethical to penalize borrowers for non-payment when they make finding, accessing, and paying loans so confusing, time-consuming, and difficult. I recently had a loan switch to Mohela, created a username and password, and made a payment. I immediately wrote all of this information down in my phone notes and saved it. When I went back to log in a couple of months later, Mohela/Studentaid ( who are apparently a duo? ) alerted me that they couldn't find any loans in my name, so I called customer service. They informed me they couldn't find my loan either, just my account.They were baffled. They then transferred me to " someone with more access '' ( Again, my time was wasted talking to someone with minimal ability to find the information ) and, not surprisingly, I was told by a robot that my wait time would be 4.5 hours. Almost 5 hours! This was at 9 in the morning on a Monday, mind you. There was no " call back '' service, either, so i was stuck listening to hold music. I then realized that by the time my call would be answered, the customer service center would be about 3 minutes away from closing, as they are in a different time zone. Not only that, but I have missed a ton of working hours over the years dealing with these headaches, often with no resolution being found. Even if there is a resolution, by the time I try to log into the account again there is always some sort of problem. The loan is gone, or my log in information ( which I saved on my phone ) is suddenly wrong. 

Yesterday I decided to log into XXXX to check on another loan that I have and was alerted that the servicer had changed to Mohela. Back to square one. Do I have two loans with Mohela? Do I have one? The world may never know. I am incredibly frustrated by this process but most of all I am worried for my financial health. Please tell me there is something we can do about the absolute chaos and predatory nature of these loan servicers. It should NOT be this difficult, and we as borrowers should not have our credit and mental health destroyed by the loans we took out to try and better our lives. 

Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with explanation