Consumer complaint received 2025-05-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: MOHELA
State: CA

Complaint narrative:
I have not been able to log into my student loan account for over a year now. Mohela is the loan provider I have. For over a year now I tried logging into my account online to make my monthly payments and on XX/XX/year> I sent my payment of {$43.00}. On XX/XX/year> I got an E-mail from Mohela stating Mohela was transitioning my account to a new loan servicing platform and Mohela will still be servicing my loans after the transaction was complete. On XX/XX/year> Mohela sent me an E-mail notifying me that my loan transition was complete. The XXXX XXXX XXXX XXXX XXXX also E-mailed me on XX/XX/year> to also notify me that my account transition was complete and Mohela was my new student loan servicing provider. On XX/XX/year> I registered on Mohelas new servicing platform and received my confirmation E-mail with my student ID. There were missed payments due to financial hardships. On XX/XX/year> Mohela E-mailed me once again to tell me that my payment schedule was changed.I did not make any changes myself and this change was done on their own behalf. I attempted to log into account to make my payment and also see what the new date was changed. Every time i have tried to log into my account was met with " ACCOUNT DOES NOT EXIST ''. That to me is concerning because I very much do have an account with them and I have to E-mails that Mohela has been sending me to tell me my payments were overdue.

I reached out to Mohela for assistance with logging into my account but was met with little help. All the woman on the phone could tell me was to maybe try resetting my password. Resetting the password did not work. I tried reaching out again but this time i tried to make a payment over the phone since I could not log into my account and once it was time to put in my account Number I realized I do not know my account information. I go to check my previous Mohela E-mails and there is never an
account number anywhere in those E-mails. Now I have to call and have someone help me find my account number. When I call Mohela and I am able to talk a representative I give me my name and social security number and the representative tell me there are no active accounts under my name and number. This is concerning and very confusing to me. While still on my phone call I ask why that would be because it does not make any sense to me. I was told to reach out to student aid. I call student aid they tell me all they can do is tell me who is currently holing my load and they told me it was Mohela. That information I already knew so that phone call was not helpful. I call Mohela back and tell them that i do indeed have an account with them and it shows up on my studentaid.gov
dashboard. Mohelas response was that there still was no account under my name.

At this point my credit score has been severely impacted and I continue to get billed for an account that doesn't exist. I have called every number they provide on their website and tired contacting student aid and I have received no help and Its incredibly Frustrating. Since when can a student loan service provider is able to continue to bill me month after month on an account ( that does not exist according to their records ) and have it impact my credit score in a negative way?

I'm at a loss as to what to do and who to go to for this issue. Any information as to what my options are will be greatly appreciated

Company response to consumer: Closed with explanation