Consumer complaint received 2025-06-23 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: NC

Complaint narrative:
I am writing to file a formal complaint against MOHELA ( Missouri Higher Education Loan Authority ) for what I believe to be mismanagement, lack of transparency, and poor customer service in connection with my federal student loans. 

Despite fulfilling the necessary requirements for loan servicing, I have experienced the following ongoing issues : Lack of Communication and Clarity : MOHELA has failed to provide clear, consistent, and timely communication regarding my loan status, repayment options, and eligibility for forgiveness programs. I have made multiple attempts to get information, and each time I have received conflicting or vague responses from representatives. 

Servicing Errors and Delays : I have encountered delays in processing payments, application statuses, and forbearance requests. In some cases, payments were misapplied or not reflected accurately in my account history. These errors have caused unnecessary stress and confusion about my repayment progress.

Public Service Loan Forgiveness ( PSLF ) Inaccuracy : If applicable : I am pursuing PSLF and have submitted required documentation. However, MOHELA has failed to correctly track my qualifying payments or provide consistent updates. The lack of transparency in how qualifying payments are counted and updated is extremely concerning.

Customer Service Failures : When I have contacted MOHELA for support, I have been met with long hold times, unhelpful representatives, or vague answers that do not resolve the issue. I have had to repeatedly follow up just to receive basic information. 

These issues have left me feeling frustrated, unsupported, and at risk of financial harm due to no fault of my own. I am requesting the CFPBs assistance in reviewing MOHELAs practices and ensuring that borrowers are treated fairly and transparently. I would also like MOHELA to provide an accurate, up-to-date breakdown of my loan status, including any qualifying payments for XXXX ( if applicable ), and a resolution to any outstanding servicing issues. 

I requested a Full Billing History, Payment Ledger, and Disbursement Record from MOHELA regarding my federal student loan account. Despite multiple requests I have not received complete or accurate information. 

I submitted a formal request through MOHELAs customer service portal and followed up by phone on [ insert follow-up date ]. I was told the documents would be provided within a specific timeframe, but that deadline passed with no response. 

The lack of access to my full payment and billing history is preventing me from verifying whether my account has been properly serviced and whether my payments have been accurately applied. 

I have made every effort to work with MOHELA directly, but their continued delays and lack of transparency have made it impossible to verify the status of my loan and ensure my account is in good standing. 

I am requesting the CFPBs assistance in compelling MOHELA to provide the full and accurate documentation Ive requested and to review their servicing practices for potential mishandling or noncompliance.

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