Consumer complaint received 2025-11-21 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: ND

Complaint narrative:
Since XXXX, I have had ongoing issues with accessing information pertaining to my own student loan accounts. There's been an unusual number of problems/concerns related to my accounts, none of which have been explained by the XXXX Department of Education , the designated loan servicer, nor any other individual or agency having the authority to investigate such matters. 

XXXX Lost my full time job in XX/XX/XXXX. Updated student loan customer service with changes, no further updates necessary unless income changes. 
XXXX Someone illegally accessed my finances on multiple occasions including bank accounts, federal tax returns, and student loans ( without my knowledge, consent, notification, or court order of any kind ), taking my loans out of forbearance causing my loan status being reported as late to credit agencies XXXX days, then later reinstated the loans to forbearance status in XXXX. This is fraud. 
XXXX I filed for and received a chapter XXXX bankruptcy discharge, student loans excluded from discharge. 
XXXX Per federal student loan website and loan servicer, the student loan system was changed and/or migrated on several occasions with the latest loan servicer delegated to Mohela causing ongoing confusion, delays, processing challenges, etc. 
XXXX I spoke with customer service re : no changes in status, my exhaustive efforts to secure employment, and my direct experiences with stalking/harassment, fraud, ID theft, theft, etc. all negatively effecting the outcomes of employment search and now my ability to regain employment at all. Informed again by customer service that no recertifications were necessary, and loan forbearance status continues. 
XXXX XXXX Spoke with customer service regarding status, at this time the decision was made to proceed with an application for total and permanent XXXX discharge ( XXXX  ) whereas I exceeded the qualification requirements. I submitted the application via fax on XX/XX/XXXX and mailed the original application via USPS certified mail on XX/XX/XXXX. 
XXXX Emailed customer service requesting an update on loan discharge status. No response. 
XXXX Called customer service regarding status and was informed that the application wasnt received. Customer service informed me of a XXXX  day processing time, additional XXXX weeks for uploading to their system. I informed them that the application was confirmed as received in XX/XX/XXXX to which they had no explanation for the whereabouts of that application which was sent twice. At this time I refaxed the XXXX application and submitted a new application directly on their website per their recommendation. 
XXXX I observed that there were outdated work phone numbers listed on my studentaid.gov account which I know for a fact had been updated by myself previously. I submitted the changes and confirmed ongoing electronic communications. 
XXXX Verified XXXX step authentication on account. 
XXXX Completed additional XXXX discharge application online studentaid.gov. Pending status. There's still no previous record of the application I submitted in XX/XX/XXXX even after verifying on multiple occasions that it was sent to the correct address and fax number. 
XXXX Updated my address on the Mohela servicer website, verified loan status. Unable to upload XXXX discharge or Social Security XXXX XXXX documentation to Mohela website. I repeatedly received website error messages rejecting XXXX/consult with XXXX. In addition, I had on dozens of occasions reported that I was the victim of computer crimes and continued to report these issues to both service delivery providers eg internet and cell phone, cable, streaming, etc. and even law enforcement officials who never had an explanation nor did they take my concerns seriously at any point in time. 
XXXX Spoke with customer service regarding contact information provided on the Mohela letter received in XX/XX/XXXX. Confirmed XXXX discharge contact information. Plan for pending online application. Call was disconnected. 
XXXX I was denied for a low income mortgage program pre-approval citing insufficient income. I also learned that they were counting my monthly student loan debt in the debt/income ratio. I reported ongoing stalking and harassment previously to student loans, and continued experiencing this in every living arrangement I had been in since XXXX up to an including while being forced to stay at hotels and motels in XXXX. 
XXXX Several emails received regarding closed XXXX application. Confirmed with customer service this was due to multiple applications. Current application dated XX/XX/XXXX is pending. Unknown status/whereabouts of XXXX application submitted XX/XX/XXXX. The time frame for that application determination has elapsed. 
XXXX Reviewed email received from Mohela XXXX student loan servicer. Informed they had not serviced my loans prior to XX/XX/XXXX and have no information about any fraudulent account access as was documented by all three credit reporting agencies and my own federal taxes account.

Company response to consumer: Untimely response