Consumer complaint received 2025-04-16 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: LA

Complaint narrative:
I am submitting this complaint as a follow-up to my original CFPB filing XXXX # XXXX ), submitted on XX/XX/year>, regarding a disputed private student loan serviced by MOHELA and tied to XXXX XXXXXXXX XXXX 

On XX/XX/year>, MOHELA responded through the CFPB portal stating that additional research is needed to respond effectively. As of XX/XX/year>, no further communication, documentation, or validation has been provided. 

The loan in question is connected to XXXX XXXX XXXX, a school the U.S. Department of Education found engaged in misconduct during my enrollment. I received formal Borrower Defense to Repayment approval under the XXXXXXXX XXXX XXXXXXXX settlement. My federal loans tied to XXXX XXXX were discharged and refunded. Despite this, MOHELA continues to report and enforce the private version of the same debt with no explanation, validation, or legal justification. 

I have now received two separate denial letters, each containing contradictory information : The first letter, from MOHELAs Office of the Customer Advocate, does not mention XXXX at all and instead says the denial was the result of a holistic reviewyet claims the denial criteria are confidential and proprietary. 

The second letter claims that XXXX reviewed and denied the application, either as my lender or on behalf of the lender. 

Adding further confusion, XXXX told my co-signer in a separate CFPB response ( # XXXX ) that they no longer service the loan and referred us to MOHELA. These conflicting statements raise serious concerns about the loans true ownership, servicing authority, and the integrity of the misconduct review process. 

Additionally, the timeline and content of MOHELAs denial communications raise serious concerns about the legitimacy of the review process. On Friday, XX/XX/year>, I received a letter from XXXX XXXX of MOHELAs Office of the Customer Advocate stating that my application for misconduct discharge had been denied and that I would receive a separate letter confirming the decision. That separate denial letter was dated Saturday, XX/XX/XXXX, and uploaded to my MOHELA portal account on Sunday, XXXX XXXX unusual and highly irregular timeframe for a coordinated review involving another party, especially since that letter claimed XXXX made the decision. XXXX XXXX letter makes no mention of XXXX and instead states the denial was the result of a holistic review with confidential and proprietary criteria. These internal contradictionsboth in timing and explanationcall into question whether any legitimate review took place at all. If the outcome was known and communicated by Friday, why was a second, conflicting denial dated and released over the weekend? This inconsistency further undermines the credibility of MOHELAs process and timeline. 

On XX/XX/year>, I submitted a formal written request to MOHELA seeking : A copy of the original loan agreement Documentation of ownership and servicing rights A record of the review and decision process Justification for enforcement of a loan tied to proven school misconduct As of this filing, no response or acknowledgment has been received. 



Timeline of Events : * XX/XX/year> : Letter from XXXX XXXX stating denial was finalized * XXXX XXXX XXXX : Denial letter dated Saturday, uploaded Sunday * XX/XX/year> : Original CFPB complaint submitted * XX/XX/year> : MOHELA responds that additional research is needed * XX/XX/year> : Formal loan validation request sent * XX/XX/year> : No response received ; continued negative reporting I am requesting that the CFPB investigate MOHELAs failure to validate this debt, clarify ownership and authority, and justify continued enforcement of a loan tied to a federally confirmed case of school misconduct. I also request a halt to any negative credit reporting until this loan is properly validated. 



Attachments included with this complaint : Attachments : - Attachment A : U.S. Department of Education Borrower DefensXXXX approval letter XXXX XXXX XXXX XXXX settlement ) confirming XXXX XXXX  misconduct, federal loan discharge, and refund. 
- Attachment B : MOHELA Denial Letter # 1 ( from XXXX XXXX ) stating the denial was based on a holistic review, with no mention of XXXX ; states denial criteria are confidential and proprietary. 
- Attachment C : MOHELA Denial Letter # 2 ( dated Saturday, XX/XX/year> ) claiming XXXX reviewed and denied the application. 
- Attachment D : XXXX CFPB response to co-signer indicating they no longer service the loan and referring all inquiries to MOHELA. 
- Attachment E : Formal document validation request sent to MOHELA on XX/XX/year>, requesting loan agreement, ownership chain, and review records ; no response as of XX/XX/XXXX.

Company response to consumer: Closed with explanation