Consumer complaint received 2025-02-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account information incorrect
Company: MOHELA
State: IN

Complaint narrative:
On XX/XX/year> I called the MOHELA customer service line and waited XXXX hour and XXXX minutes on the phone before being able to speak with a human. I told the customer service rep that my student loans are being double reported on my credit report and requested they fix the issue and send me a letter stating that they are fixing the issue. The rep told me that she would have to transfer me to someone else, who would also transfer me to someone that could actually help me. Since their lines close at XXXX and it was after XXXX at that point, I decided to end the call and try again the next day. 
On XX/XX/year> I sent a message through my MOHELA account stating that my loans are being double reported. I requested that they fix this error right away and also send me a letter stating that they are being reported in error and that the issue is being resolved. I am trying to get a mortgage loan and the DOUBLE LOAN DEBT is severely affecting my ability to get the best interest rate and a higher loan amount. 
I also called MOHELA customer service again on XX/XX/year> and spent XXXX hour XXXX minutes before talking to someone that said she would submit a request for the letter and submit a request for review and resolution of the credit reporting error. She informed me it could take up to XXXX business days to receive the letter- which I would receive in my MOHELA account inbox - and up to XXXX business days to complete the resolution process on their end. 
On XX/XX/year> I sent XXXX more messages stating that I had not received my letter. I received no response back. 
On XX/XX/year> I sent another message stating that I am again requesting a formal review of my credit reporting error and requesting a letter. I also called the customer service line again and waited on hold for exactly XXXX hours before speaking with a human. The rep transferred me to a supervisor who promised she would escalate my issue and get a letter sent to me. She also told me she had me scheduled for a call back from MOHELA to update me on the resolution, and that would take XXXX business days. 
On XX/XX/year> I received a message stating that a letter had been sent to me on XX/XX/year>. However there is no record in my MOHELA inbox, in any of my email accounts, and no record of anything being delivered to my house from MOHELA ( verified by the post office ). 
It has been over a month since I sent in my request, and I've spent around XXXX hours on the phone on hold with still no resolution. It has been VERY frustrating and nearly impossible to get ahold of anyone in a timely manner and they still have not resolved my issue, which is affecting my livelihood. I need my credit reporting to be accurate and I need a letter in the meantime so I can do certain things in my life that rely on my debt to income ratio.

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