Consumer complaint received 2026-04-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: MOHELA
State: FL

Complaint narrative:
This complaint is a supplement to Case # XXXX, filed XX/XX/XXXX, against MOHELA regarding XXXX interest accrual during the XXXX Administrative Forbearance ( XX/XX/XXXX XX/XX/XXXX ). I am filing this new complaint because the CFPB XXXX does not appear to allow updates to existing complaints, MOHELA has not responded to that CFPB complaint, and a material development has occurred since my original filing. ORIGINAL COMPLAINT SUMMARY My federal student loans ( Account # XXXX ) were enrolled in the XXXX Administrative Forbearance, during which interest was mandated to be XXXX XXXX. My MOHELA billing statements from XX/XX/XXXX and XX/XX/XXXX both explicitly showing a XXXX XXXX interest rate on all loans document {$520.00} in accrued interest increases across XXXX of my XXXX loans during this period. No payments were applied to interest on those loans during this time. I raised this discrepancy with MOHELA in XX/XX/XXXX. MOHELA denied wrongdoing in writing on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, including an explicit written statement that my loans " did not accrue any interest during the XXXX XXXX interest rate incentive forbearance. '' That statement is directly contradicted by MOHELA 's own billing documents. MATERIAL DEVELOPMENT SINCE ORIGINAL FILING On XX/XX/XXXX, through a congressional inquiry submitted by the XXXX XXXX Representative XXXX XXXX ( XXXX ), MOHELA 's Ombudsman provided a written response confirming that my account contained an interest calculation error. MOHELA acknowledged that the account balance was adjusted by + {$1100.00}, stating that the XXXX XXXX interest rate reduction had been applied for overlapping periods, causing accrued interest to become negative, and that the correction reversed the over-reduction. This written admission from MOHELA directly contradicts its XXXX prior written denials, including the XX/XX/XXXX XXXX response stating that no interest accrued during the forbearance. HOWEVER, THE CORRECTION IS INCOMPLETE AND MISDIRECTED The {$1100.00} adjustment increased my balance rather than decreasing it. Based on forensic accounting analysis of MOHELA 's own billing statements, my account history, and Federal Student Aid XXXX XXXX downloaded XX/XX/XXXX, a residual overcharge of {$460.00} remains on Loan XXXX : Correct accrued interest on Loan XXXX ( proper 0 % forbearance ) : {$370.00} Actual accrued interest per XXXX XXXX ( XX/XX/XXXX ) : {$840.00} Unexplained excess still on my account : {$460.00} The {$370.00} correct figure reflects 32 days of pre-forbearance accrual at the contractual XXXX XXXX rate ( XX/XX/XXXX XX/XX/XXXX ), {$0.00} during the XXXX forbearance period, and XXXX days of post-resumption accrual ( XX/XX/XXXX XX/XX/XXXX ). Additionally, {$190.00} in forbearance-period interest backlog was included in a payment I made on XX/XX/XXXX money I paid toward interest that should never have accrued. This amount has already left my account and should be refunded or credited to principal. SYSTEMIC CONCERN : LETTER XXXX A MOHELA phone representative advised me on XX/XX/XXXX that the company had issued an internal memo ( " Letter XXXX '' ) and was running a batch remediation program for accounts affected by improper SAVE forbearance interest accrual. I have never received this letter. MOHELA has not publicly disclosed how many accounts were affected, what the total improper accrual amounts to, or whether the remediation program is complete. The congressional response of XX/XX/XXXX confirms that corrections were needed but does not specify the scope. SUPPORTING DOCUMENTATION AVAILABLE I have the following primary source documents available to provide : MOHELA billing statements ( XX/XX/XXXX and XX/XX/XXXX ) ; complete account history ; XXXX XXXX XXXX file ( XX/XX/XXXX ) ; all MOHELA correspondence including the XXXX written denials ; XXXX complaint and responses ; the XX/XX/XXXX congressional response from MOHELA 's Ombudsman ; and a complete forensic accounting analysis. I am willing to provide all of these upon request. Reference : XXXX CFPB Complaint Case # XXXX, filed XX/XX/XXXX.

Company response to consumer: Untimely response