Consumer complaint received 2025-05-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: MOHELA
State: NJ

Complaint narrative:
MOHELA reported to both XXXX and XXXX  credit bureaus that I had not made any payments as of XX/XX/year>. What they failed to mention is that they never sent my father ( who is the co-signer ) or me any additional statements as of XX/XX/year>. I had applied for student loan forgiveness a few months before and I believed that was why I never received anymore statements in the mail starting in XX/XX/year>. MOHELA also never contacted either of us regarding these missed payments. I only found out about these payments due to my credit score declining rapidly about a month ago. I have tried contacting them numerous times since I saw my score and today is the first time I was able to speak with a live representative. She told me that even though she acknowledged that they had not received any response from myself or my father, as they did NOT actually send either of us statements or notifications via mail, email or phone, she still refused to withdraw the derogatory remarks and the late payment notifications to the credit reporting bureau. She also just informed me TODAY that I needed to re-register my account using a completely different website ( now changed to XXXX ) than the one that my account was originally registered with. Coincidentally, this website change started in XX/XX/year>, for which I was also not contacted about. She stated that someone changed my account to only receive e-documents and that is why I stopped receiving paper statements and notifications via mail after the XX/XX/year> statement. It is impossible that my father or I could have changed these settings because we wouldnt have been able to login to the new website since XXXX, which is supposedly when their website changed. Today was the first day I was made aware that I needed to create a new account to access my loan information. The representative also just updated my phone number and email address today because, allegedly, they didnt have this information on file, so how was MOHELA supposedly contacting me? Only my fathers information was in their system and he confirmed that he never received any information from MOHELA since the last statement in XX/XX/year>. I had no way of contacting MOHELA aside from their customer service phone number, which places a customer on hold for over XXXX hours every time and NEVER calls back. I asked to speak with a supervisor, but was sent to an automated message that stated a supervisor will call me back, even though I wasnt able to leave a voicemail addressing my concern and I havent heard back yet. I would like these late payment notifications and any derogatory remarks removed from factoring into my credit scores. Since they reported my nonpayment information to the credit bureau, my score has dropped almost XXXX points in the last month. I will gladly pay MOHELA the full amount due since XX/XX/year>, as soon as they can confirm that my loan forgiveness form was NOT approved and after they remove all issues affecting my credit scores. There was no way of contacting a MOHELA representative via the website using my original account because the website had changed and they did NOT inform me or my co-signer. I was NOT notified about these missed payments and I had no idea that I was in forbearance. I was also unaware of the status of the loan forgiveness application that I submitted because I never received anything further statements, which coincidentally was around the same time as when I submitted for the loan forgiveness, so I do not think these remarks or late payment notifications are justified.

Company response to consumer: Closed with explanation