Consumer complaint received 2025-11-26 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MA

Complaint narrative:
I am filing this complaint because MOHELA continues to engage in coercive, high-pressure communication tactics while refusing to provide the clear written information I need to make informed decisions about my private student loans. 

XXXX. Good-faith payments ignored Over the past XXXX months, I have made XXXX consecutive payments of approximately {$1000.00} each to prevent default and reduce delinquency actions MOHELA previously stated would prevent default and roll back delinquency. 

Despite these payments, MOHELA continues sending emails and letters implying imminent default without acknowledging that I am actively paying. 

XXXX. Refusal to provide repayment options or eligibility in writing MOHELA refuses to provide : a written outline of the specific repayment, modification, or settlement options available for my loans written confirmation of how my payments affect delinquency written repayment terms written eligibility criteria They repeatedly insist that all options must be discussed only by phone or chat in real time, which prevents me from having time to research, review, or understand my choices. 

This makes it impossible to make an informed decision and feels intentionally designed to create pressure. 

XXXX. Excessive, duplicate, and coercive communication Within the last XXXX weeks I have received : multiple emails with identical content a physical letter a voicemail warnings about last chances or deadlines messages implying Im unresponsive, which is inaccurate and documented as false This level of outreach is unnecessary, intimidating, and emotionally overwhelming. 

XXXX. Coercive timing of communication I received a voicemail from MOHELA the day before XXXX, urging me to call immediately and implying consequences if I did not. 
Using a major holiday to deliver pressuring messages is inappropriate and contributes to a sense of coercion. 

XXXX. Failure to acknowledge written communication I am communicating consistently and in good faith via email, yet MOHELA regularly claims I am unresponsive. 

They also failed to acknowledge my request for copies of my loan agreements for weeks I only got confirmation they were sent when I happened to reference it during an online chat. 

XXXX. My requested resolution I am not asking for loan forgiveness. 
I am not refusing to engage. 
I have been making payments and attempting to understand my options. 

I am simply requesting : Written confirmation of how each payment is applied and my current delinquency status Written documentation of all repayment or modification options available for my specific loans Reasonable limits on contact, including : email communication only no phone calls no more than XXXX written update per week unless new information exists A pause on threatening or coercive messaging while I actively make payments and attempt to resolve this Right now, MOHELA 's conduct feels aggressive and intentionally confusing. 

I am doing everything I can to remain in good standing, but their refusal to provide written information is preventing me from making safe and informed financial decisions. 

I am asking the CFPB to intervene so that MOHELA provides the transparency and communication clarity that any borrower needs in order to manage their loans responsibly. 

I have documentation of all emails, voicemails, letters, online chat transcripts, and payment confirmations, and I can provide copies upon request from the CFPB.

Company response to consumer: Closed with explanation