Consumer complaint received 2026-01-13 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: TN

Complaint narrative:
XXXX XXXX XXXX est I have missed approximately 40+ minutes of work, at the time I am beginning to type this complaint to the CFPB.

I recorded that call experience with Mohela, and the link to that call is here : XXXX XXXX XXXXXXXX I have stored that filed on a secure server, hosted by XXXX, on the back-end of a website that displays some of my health science studies.

Audio files are typically too large to attach to the CFPB platform.

Here is a typed summary of what can be witnessed in the recorded call evidence, which demonstrates decades of customer abuse, committed against myself, and millions of other students, over the years : 1. Because I am currently utilizing a Rate Reducation Program, I am punished in a variety of ways that cost me excessive time, money, and lost wages. One of these ways is that I am no longer allowed to make payments using the customer portal online, and I am forced to miss work, and call in, which is always a long, time consuming, ridiculous process.

2. I called a valid number, but the automated system intentionally sends me to a department that is completely irrelevant to any service I would need. Today, it forwarded me to a
Federal Student Loan Only Payment Dept, and I do NOT have ANY Federal Student Loans with Mohela, or in existence, at all, anywhere.

3. I was put on hold twice, at least, for excessive spans of time.

4. I had to be transferred at least once.

5. Their system had lots of technical difficulties, creating more delays, and the agent claimed that this is a common problem.

6. I was encouraged to wait until after my program expires before reapplying, which could cause a lapse in my program.

7. I asked what my Interest Rate was prior to the current Rate Reduction program, and the agent reports that is information she can not give me.

8. I asked what my Interest Rate was on XXXX XXXX XXXX, and the agent reports that she can not give me that, nor is she able, or allowed, to give me any historical interest rate data.

9. I asked if the current interest rate was simple or compound, and with delay, she finally said " compound. '' 10. I asked if she could explain what that means, or how it is calculated, and she stated no. Later, she says it accrues daily, but that was the limitation of her ability to explain the difference between simple vs compound, and is not a valuable, helpful response.

11. I asked what percentage of my payments goes to principal vs interest, and she stated that she does not know, and does not have that info.

12. After making a payment, which took an extremely long time, and was overly complicated, I asked what my payoff amount would be, and she quoted me a number that was {$24000.00}, which makes no sense, because I just paid {$330.00}, and my customer portal says my payoff amount prior to paying {$330.00} was only {$24000.00}.

13. I asked if she could tell me what programs existed for Private Loan Dismissal and Forgiveness, and she stated that she could not. She also could not tell me how many programs like that existed.

14. I asked her what determines, or sets, the interest rates on my loans, and she stated that she does not know.

15. The first agent I spoke to wasted my time with a bunch of questions, but then proceeded to tell me that she had no ability to help me, because she could only assist with Federal Loans, not Private Loans. She blamed me, and accused me of called the wrong number, which I had not.

16. I repeatedly had long waits during conversation that were abnormal.

17. Agents are always incompetent, not college educated, not partially college educated, not trained to do their job, or admit to being trained to say and do things that are illegal, are disrespectful, are dishonest, are abusive, are incorrect, are slow, do not advocate for student/consumer rights, etc.

18. The Mohela website, withing my user portal, in multiple places, continues to admit that they are missing transaction history, and have no idea how much money I honestly owe, if any. This admission proves, that based on Federal United States Laws, and based on Tennessee Laws, it is illegal for them to continue to bill, and or collect, and or report to credit bureaus anything other than the following : XXXX XXXX owed {$0.00} to Mohela / XXXX, and all accounts are in good standing.

19. Every time I bring up these issues about the missing transaction history, I am severely abused by Mohela agents/staff/management, and sometimes even record them admit that they are breaking the law, and that they think is funny to harm US citizens in these ways.

20. I have attached screen shots of the admitions made by Mohela that they are missing transaction history, and are therefore criminally billing me for legally invalidated debts which they alledge, illegally, to claim I owe.

Company response to consumer: Closed with explanation