Consumer complaint received 2026-02-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: MA

Complaint narrative:
Complaint Summary Servicing Failures and Lack of Access Following Transfer from Navient to MOHELA I am submitting this complaint regarding MOHELAs failure to properly service my federal student loans following my transfer from XXXX and their ongoing lack of communication, access, and resolution. 
In XX/XX/year>, I spoke directly with XXXX representatives regarding consolidating and managing my loans. I was provided paperwork, which I completed and mailed as instructed. Shortly thereafter, my loans were transferred from XXXX to MOHELA. Based on these events, I reasonably believed my account was being properly transitioned and serviced. 
After the transfer, I was removed from autopay, and I began experiencing serious access and communication problems. I was unable to create or use a MOHELA online account, did not receive proper login credentials, and could not access my account through normal channels. To this day, I have often had to rely on XXXX  backend systems to attempt access, and even that has become unreliable. 
MOHELA failed to provide me with consistent account access, clear billing, or effective customer support. I did not receive meaningful communication explaining my account status, payment requirements, or next steps. When I contacted MOHELA by phone, I was repeatedly told only to make payments or to check my messages in the app, despite not having reliable access to the app or online portal. 
I filed complaints with the XXXX XXXX XXXX but never received a substantive response or resolution from MOHELA. 
At no point was I provided with adequate tools or information to properly manage my account. Instead, I was left without online access, without clear communication, and without reliable servicing. These failures directly contributed to missed payments and account issues that were not the result of willful nonpayment. 
Despite these ongoing problems, MOHELA has continued to focus on collection efforts rather than correcting their servicing deficiencies. Based on their public information and my experience, it appears that MOHELA prioritizes collecting payments over maintaining the infrastructure and systems necessary to properly service borrowers. 
I am requesting : A full investigation and written timeline of my transfer and account servicing since XX/XX/year>. 
Documentation explaining why I was unable to access my account or receive proper communication. 
Correction of any negative reporting or delinquency caused by these servicing failures. 
Restoration of my account to the status it would have had if proper servicing and access had been provided. 
Assurance of reliable account access and transparent communication going forward. 
MOHELAs failure to provide basic account access, timely communication, and responsive customer service has caused significant financial and credit harm. I am requesting CFPB assistance to ensure this matter is properly reviewed and resolved.

Company response to consumer: Closed with explanation