Consumer complaint received 2026-06-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: PA

Complaint narrative:
I am submitting this complaint regarding my federal student loans serviced by MOHELA. I am requesting an immediate investigation into my account, correction of inaccurate reporting, and written confirmation regarding the status of my student loans. For at least the past XXXX months, MOHELA has incorrectly reported that I am delinquent and/or not making required payments on my student loans. This information is inaccurate and does not reflect the actual payment history on my account. I have maintained automatic payments on my student loans for approximately XXXX years and have consistently made my required monthly payments. My MOHELA account history reflects continuous monthly payments, including regular payments of {$250.00} throughout XXXX, XXXX, and XXXX. The account history also reflects additional lump-sum payments, including a payment of {$1500.00} on XX/XX/XXXX, and a payment of {$440.00} on XX/XX/XXXX. Despite these payments being received and applied to my account, MOHELA has continued to indicate that I am not paying my student loans. As a result, negative information has been reported regarding my account, causing damage to my credit profile and credit score. Over the past several months, I have contacted MOHELA countless times in an effort to resolve this issue. During these calls, MOHELA representatives repeatedly confirmed that my payments were being received and that my account reflected payment activity. I was advised on numerous occasions that I was not in default and that the issue appeared to be a system error, processing error, or internal account discrepancy. I have spoken with multiple customer service representatives as well as several supervisors. During these conversations, I was repeatedly assured that the matter would be escalated for review and corrected. I was told that the issue would be investigated and resolved. Unfortunately, despite these assurances, no meaningful action has been taken and the issue remains unresolved. This is not the first time I have experienced payment-related issues with my MOHELA account. Prior to discovering the nature of the current problem, I believed that the payment discrepancies and notices I received may have been the result of a banking error or an issue with my automatic payment setup. Acting in good faith and attempting to ensure my account remained current, I made additional lump-sum payments because I believed there may have been a problem with my bank or payment processing. After further investigation and numerous conversations with MOHELA representatives, I was advised that my payments had in fact been received and that the issue appeared to be on MOHELA 's end rather than with my bank. MOHELA representatives informed me that the problem appeared to be related to their internal processing and/or system errors. Based on information provided by MOHELA representatives and my review of the account history, it appears that this issue may have been occurring as far back as XXXX. Had I been properly informed of the true nature of the problem, I would not have made additional lump-sum payments under the mistaken belief that my account was delinquent or that my bank had failed to process payments. The payment history reflects substantial additional payments made in good faith and further demonstrates my commitment to remaining current on my obligations. These payments directly contradict any assertion that I failed to make payments on my student loans. I specifically requested written confirmation from MOHELA acknowledging that the issue was the result of an internal error and confirming that corrective action was being taken. To date, I have not received any written explanation, documentation, or confirmation despite numerous requests. The ongoing failure to resolve this matter has caused significant frustration, inconvenience, and potential financial harm. I have spent countless hours contacting MOHELA, following up on promised escalations, speaking with supervisors, gathering documentation, and attempting to correct information that MOHELA representatives themselves have repeatedly acknowledged appears to be incorrect. I am extremely concerned that inaccurate information may have been furnished to credit reporting agencies despite MOHELA 's acknowledgement that my payments were being received. Any negative reporting resulting from MOHELA 's internal errors has unfairly harmed my credit standing and financial reputation. call log to MOHELA : Date Time Duration XX/XX/XXXX XXXX XXXX XXXX min XX/XX/XXXX XXXX XXXX XXXX min XX/XX/XXXX XXXX XXXX XXXX min XX/XX/XXXX XXXX XXXX XXXX min XX/XX/XXXX XXXX XXXX XXXX min XX/XX/XXXX XXXX XXXX XXXX min XX/XX/XXXX XXXX XXXX XXXX min

Company response to consumer: Untimely response