Consumer complaint received 2024-11-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: MOHELA
State: CA

Complaint narrative:
I am writing to bring your attention discrepancies in my MOHELA/XXXX XXXX  XXXX account information reflected on my XXXX credit report. Specifically, the account information appears incorrect and outdated when compared to the details reported by XXXX and XXXX. 

Back in Spring/Summer 2024, MOHELA/XXXX XXXX XXXXXXXX changed their website platform and issued new account numbers to all borrowers. MOHELA/XXXX XXXX XXXXXXXX claims that they send account information updates to all three credit reporting bureaus ( XXXX, XXXX, and XXXX ) at the beginning of each month. This is likely true since XXXX and XXXX reflect the new account numbers that have been issued to borrowers since the website update was completed. However, it appears that XXXX has not updated my Mohela account information since XXXX XXXX, thus showing my old account numbers. 

This is extremely problematic since my husband and I are trying to purchase a home and when my lender pulls up my credit report, it shows a duplication of my MOHELA/XXXX XXXX XXXX XXXX XXXX. As a result, my debt-to-income ratio appears artificially inflated, which is jeopardizing our ability to secure a mortgage. I have attempted to resolve this issue by contacting both Mohela and XXXX, but the discrepancy remains unresolved. Below is a timeline of my efforts : XX/XX/XXXX: Reached out to MOHELA to express my concerns about the inconsistencies in my account information across the three credit reporting bureaus. MOHELA said they would review my request and reach out to the three bureaus to get it corrected. I sent Mohela a copy of my credit report. 

XX/XX/XXXX: The issue did not resolve so I reached out to MOHELA and XXXX. I called XXXX about the issue and customer service said to reach out to MOHELA since XXXX had not received any updates from MOHELA. I then called MOHELA who stated that they typically send updates to the three bureaus on the third day of each month. MOHELA also said that the next update they send to all three bureaus should reflect the new account information, which should resolve my problem. I sent MOHELA a copy of my XXXX credit report to show proof that XXXX has my old account numbers. 

XX/XX/XXXX : This issue has not been resolved at this point so I submitted a dispute regarding errors on my XXXX report. 

XX/XX/XXXX : Because it seems like both companies are not owning up to the problem, I requested a letter from MOHELA/XXXX XXXX XXXXXXXX XXXX XXXX can share with my mortgage lender to show proof that the duplication of my student loans is an error. I specifically asked MOHELA to write a letter that explicitly stated that MOHELAXXXX XXXX XXXX borrowers were issued new account numbers when MOHELA changed their website during Spring/Summer 2024. I also requested that the letter include the first six digits of the old account numbers as well as the first six digits of the new account numbers, clearly stating that the old account numbers are no longer active and have been replaced. MOHELA customer service said that they would put in a request that would take 5-7 business days, and that this request was not guaranteed to be written or approved. 

XX/XX/XXXX : My Experian dispute items were modified. XXXX states that the disputed items will be processed with the data vendor that collected the information from a public record, and that they estimate my resolution date to be XX/XX/XXXX. This is an unacceptable timeline. This will negatively impact my home-purchasing process and leave me, my husband, and two-year-old son homeless.

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