Consumer complaint received 2025-06-26 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 am submitting this letter as a Formal Complaint Against MOHELA Servicing Misconduct and Data Mishandling. My complaints is based on documented patterns of mismanagement, borrower harm, and potential legal violations, all of which are consistent with recent legal actions and enforcement findings involving this servicer. 

Over the course of my loan servicing with MOHELA, I have been subject to repeated and harmful servicing failures, including but not limited to : 1. Inaccurate and Delayed Billing Practices MOHELA failed to provide timely and accurate billing statements on multiple occasions, resulting in wrongful delinquencies and damage to my credit. These practices have been the subject of enforcement action by the XXXX XXXX XXXX XXXX and recent lawsuits, including those filed by the XXXX XXXX XXXX XXXX. 

2. Neglect of Federally Mandated Relief Initiatives I did not receive the full benefit of relief programs such as the IDR Account Adjustment, and MOHELA failed to communicate clearly or transparently about these benefits. As a result, I incurred unnecessary financial burdens and have been denied relief for which I should have qualified. 

3. Potential Violation of the Family Educational Rights and Privacy Act ( XXXX ) I have reason to believe MOHELA disclosed or misused my personally identifiable information in violation of XXXX. In particular, there appear to have been unauthorized or inaccurate reports made to third parties, including credit bureaus, without appropriate notice or my written consent. These actions have caused significant and lasting harm to my financial standing. Between XX/XX/year>, and XX/XX/year>, I submitted multiple documented requests to MOHELA, including direct emails to XXXX XXXX, XXXX of MOHELA, concerning a suspected mishandling of my account and personal data. I specifically requested a formal investigation into a potential data breach involving unauthorized access to my personal and loan-related information ; a full report detailing which records were accessed, by whom, and for what purpose ; and the release of documentation that MOHELA claims supports its assertion that the information I provided was incorrect. Each of these requests was met only with a generic response from MOHELAs complaints response team, stating that my account had been assigned and that I would be contacted within 23 business days. However, I have yet to receive any substantive response or the documentation I am legally entitled to review. Additionally, MOHELA issued a letter claiming my submitted information was inaccurate, but has repeatedly refused to provide any supporting evidence, thereby denying me the ability to verify, challenge, or correct their determinations. I have retained full records of my correspondence with MOHELA, including emails sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, MOHELAs templated auto-replies to those emails, and the letter from MOHELA claiming my information was incorrectissued without any supporting documentationall of which are available upon request.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation