Consumer complaint received 2026-01-27 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: CA

Complaint narrative:
I am filing a complaint regarding inaccurate credit reporting and account servicing errors by MOHELA. Although all required student loan payments were made on time, MOHELA has reported my account as past due since XX/XX/XXXX and furnished delinquency information to the credit bureaus. Despite multiple disputes and confirmations from MOHELA that the account status is incorrect, the errors remain unresolved. 
MOHELA Account number : XXXX My account with MOHELA currently reflects a past-due balance of {$470.00} dating back to XX/XX/XXXX. All required monthly payments of {$52.00} were paid and received ; however, MOHELA continues to report the account as past due. 
In XX/XX/XXXX, MOHELA reported my account as more than XXXX  days delinquent to the credit bureaus, resulting in a credit score decrease of over XXXX points. This reporting does not reflect my payment history. 
On XX/XX/XXXX, I contacted MOHELA and spoke with a representative named XXXX, who confirmed that my account was incorrectly displaying a past-due balance dating back to XX/XX/XXXX. The representative stated that a report would be submitted to the Accounting Department with an estimated XXXX resolution timeframe. 
Despite this confirmation, MOHELA continued to report my account as delinquent, and the past-due balance increased even though I continued making monthly payments. Payments did not properly update the account balance. 
On XX/XX/XXXX, I contacted MOHELA again and spoke with Supervisor XXXX ( Employee ID XXXX ). At that time, more than XXXX  days had passed without resolution. XXXX XXXX confirmed the account remained incorrect and stated the request would be expedited with an estimated completion time of XXXX to XXXX business days. The call was then transferred to Supervisor XXXX from the Credit Department ( employee ID XXXX ) who explained my account status will require verification after " delinquency status is removed and only then would the updating to Credit Bureaus process begin. 
On XX/XX/XXXX, I contacted MOHELA for an update and spoke with representatives XXXX and XXXX from the XXXX XXXX. I was informed there was no update, but that the expedited request submitted on XX/XX/XXXX remained active. 
On XX/XX/XXXX, I contacted MOHELA, spoke with Representative XXXX who explained my request had a processing time that could take up to XXXX. Creating misinformation from previous conversations with Mohela representatives. 
On XX/XX/XXXX, I spoke to representative XXXX who transferred my call to Supervisor XXXX ( Employee ID XXXX ), who stated the request had been escalated again and in fact was marked for a XXXX day processing time. 
On XX/XX/XXXX, I contacted MOHELA for another status update on removing delinquency from my account. I was transferred for a call back from a supervisor. On XX/XX/XXXX, I received a call from Supervisor XXXX ( Employee ID XXXX ), who confirmed the request was still pending review and stated no further escalation was available due to delays within the Accounting Department. 
As of XX/XX/XXXX, my account remains reported as delinquent, reflecting an incorrect past-due balance of {$470.00}, and I have received notifications indicating the loan is approaching default due to being reported as XXXX  days past due. 
Despite repeated contact over several months, MOHELA has not corrected my account or resolved the issue. The continued inaccurate reporting has negatively affected my credit profile. 
Under the Fair Credit Reporting Act, furnishers of credit information are required to report accurate information and to investigate and correct disputed information in a timely manner. Despite repeated notifications, MOHELA has continued to furnish inaccurate delinquency information to the credit bureaus. 
I am requesting that MOHELA correct my account to reflect all payments made on time, remove all inaccurate delinquency reporting from my credit reports, notify all credit bureaus of the corrections, and provide written confirmation once the corrections are completed.

Company response to consumer: Untimely response