Consumer complaint received 2025-05-07 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: OR

Complaint narrative:
Subject : Complaint Regarding Inaccurate and Unfair Delinquency Reporting by MOHELA Dear Consumer Financial Protection Bureau, I am submitting this formal complaint regarding a delinquency reported on my federal student loan serviced by MOHELA, which I believe was inaccurately and unfairly reported to the credit bureaus. 

According to my credit report, a delinquency was reported with an effective date of XX/XX/XXXX, causing my credit score to drop by approximately XXXX points. I was not made aware that payments were due on my account. In fact, I did not receive any communications or billing statements from MOHELA after XX/XX/XXXX. The next correspondence I received was not until XX/XX/XXXX, at which point I was informed that my account was already 120 days past due. Additionally, on XX/XX/XXXX, I was sent an email from the U.S. Department of Education which stated my loan was now past due and that I would be reported to the credit bureaus in the next 90 days if a payment was not made, however my credit report had already been affected at this time. 

Upon receiving this notification, I immediately attempted to log into my account to make a payment but was unable to access it and was notified that I did not have an existing account. I repeatedly tried to reach MOHELA customer service with no success. I even mailed a letter to MOHELA seeking help. After weeks of effort, I was finally able to speak to a representative, access my past due account, bring it current, and set up a new payment plan. I also updated my contact information to ensure future communications would reach me. 

Despite my efforts and the lack of notice from MOHELA, the delinquency was already reported and has had a substantial negative impact on my financial standing. I believe this reporting was unfair and inconsistent with fair servicing practices, especially given that I received no billing notice or payment warning before the delinquency was reported, I was unable to access my account or even speak to someone to make a payment, and that I have received conflicting timelines in which the credit bureaus would be notified of late payments. 

Furthermore, I hold an excellent borrowing history with no previous late payments and motivated monthly payments beyond the minimum due when given appropriate notice and communications. Notably, I successfully paid off nearly {$50000.00} in student debt in just over a year. I have included documentation to support this record. 

I have attached supporting documentation including : -Screenshot of the XX/XX/XXXX communication from MOHELA XXXXScreenshot of the XX/XX/XXXX communication from the U.S. Department of Education XXXX XXXX attempts to contact MOHELA, namely XXXX my letter requesting help accessing my account sent XX/XX/XXXX, and a direct account message requesting help to resolve the reported delinquency sent XX/XX/XXXX -Documentation of my payment bringing the account current -Records of my timely and motivated payments of prior student loans Thank you for your time and attention to this matter. I will await your response and provide any additional necessary documentation.

Company response to consumer: Untimely response