Consumer complaint received 2026-03-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: CA

Complaint narrative:
Dear CFPB Consumer Financial Protection Bureau, I am writing to formally file a complaint against Mohela and XXXX, regarding multiple issues that have adversely affected my loan account, my financial well-being, and my rights as a borrower. I request your assistance in investigating these matters and determining appropriate remedies. Please find the pertinent details below. 1. Unapproved deferment placed on my loan without my knowledge or consent in the past. I discovered that my loan was placed into deferment on several dates with no prior notice, no consent obtained, and no documented authorization from me. Phone calls are made to me, but they hang up right away. I did not receive any communication explaining the reason for the deferment, its duration, or how it would impact my repayment schedule or total interest. The lack of consent and notice has caused confusion, disrupted my budgeting, and potentially violated my rights under applicable loan and consumer protection laws. 2. Missing or incomplete payment history used to determine forgiveness eligibility I applied for XXXX XXXX XXXX XXXX ( XXXX ) on or around XXXX. At the time of eligibility assessment, the loan company did not accurately account for all qualifying payments I made. Specifically, payments made from XXXX were not all credited as qualifying payments. As a result, I believe my forgiveness eligibility and estimated timeline for loan discharge have been improperly calculated, potentially delaying or jeopardizing my entitlement to relief. I have attempted to resolve this directly with the lender on multiple occasions, and despite these efforts, the issues persist. XXXX. High interest rates that effectively doubled or significantly increased my payment burden I have observed that the stated interest rate on my loan has increased to XXXX % as of XXXX, or that the effective interest accruing due to variable rate adjustments, or other factors has caused my monthly payments to rise and made it impossible for me to live. The changes appear to be inconsistent with my loan terms and disclosures provided at the time of origination or most recent disclosures. These increased costs have placed a substantial strain on my finances and may not have been properly disclosed or explained to me, contrary to applicable consumer lending disclosures and fair lending practices. Requested relief and remedies A thorough review of my account to confirm : Whether the deferment was authorized and properly documented, with an audit trail of all communications and approvals. All payments that qualify for forgiveness, with corrections to any missed or misapplied payments and an updated calculation of my forgiveness timeline. The accuracy of the interest rate, accrual method, and any capitalization events, with a corrected amortization schedule reflecting the true terms. Corrective action to restore any losses or penalties incurred due to the deferment without consent, misapplied payments, or unauthorised rate changes. Clear, written explanations of any actions taken, along with updated disclosures and reminders about my rights under the applicable loan program. If applicable, assistance with submitting corrected documents to the forgiveness program and timely updates to the status of my application. A commitment from the lender to provide timely notice of any future changes to deferment status, interest rates, or payment amounts, in accordance with legal and regulatory requirements. Contact information Full name : XXXX XXXX XXXX ( XXXX ) Account number ( XXXX ) : Mohela XXXX : XXXX mailing address : XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX phone number : XXXX email : XXXX I understand that the CFPB can not provide legal advice or represent me, but I am seeking your assistance in ensuring that lenders comply with applicable laws and regulations, as well as timely and accurate resolution of my concerns. Thank you for your attention to this matter. I appreciate your guidance on any additional steps I should take or forms I should complete. Please let me know if you require any further information or documentation. Sincerely, XXXX XXXX XX/XX/XXXX

Company response to consumer: Closed with explanation