Consumer complaint received 2025-03-24 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: MOHELA
State: GA

Complaint narrative:
I am disputing the negative reporting to my credit by Mohela. 

I take my bills very seriously and have had perfect credit, no late payments, and no issues for the entire history of my credit report, including with Mohela. Mohela failed to contact me to inform me there was still a balance on my account, an account I genuinely thought I paid off years ago when I paid the rest of my loans off. I placed multiple calls to Mohela customer service team and requested they send me information. They verbally told me that their system says I received calls and letters in the mail, meanwhile, I have received XXXX voicemails from Mohela and XXXX letters from Mohela. No communication happened between Mohela and myself until the date I ran my credit report and saw that Mohela reported me, created an account, and signed in to pay off my past-due balance, and proactively contacted their support teams upwards of XXXX times ( between XXXX XXXX XXXX  ). Their support line has a wait time of XXXX hours every day. 

Between paying off all of my other accounts with Mohela and no requests for payment from Mohela since then, I genuinely thought my account was paid in full until this hit my credit. There was an error in Mohela 's part for not sending me any letters or leaving me any voicemails informing me there was a past due balance. There was also a system switch between the time of me thinking I paid my loans off and the time you reported me to the credit bureau, so my old account was not active. I save all of my mail and yesterday I spent XXXX hours going through mail from the past XXXX  months, there was not a single letter from Mohela. I will take a lie detector test. They failed me and they are failing other borrowers if it is common practice to report that they sent letters or voicemails that they did not send. 

An equally disturbing and shady fact of this situation is that I was blatantly lied to during XXXX of my customer advocacy calls ( on XX/XX/year> ) and was told there was a good will credit request submitted on my behalf, and was provided a confirmation number for said credit request ( # XXXX ). I was told it was up to the XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, to approve the good will credit request. I spoke with multiple individuals at the XXXX XXXX XXXX  XXXX XXXX XXXX today and they said they have nothing to do with XXXX XXXX credit requests. Then I call Mohela support again today and wait for XXXX hours just to learn that my account notes say I was told good will credit requests are not an option, which is very far from the actual conversation I had with the customer advocacy team. Another instance of their systems and reporting being inaccurate and their employees lying to it's borrowers. 

It is very disturbing that Mohela did not try to inform me of this debt before sending it to the credit bureau. It is disturbing that nobody is trying to help rectify a situation that would not be present if Mohela had in fact left me voicemails or sent me letters. Their systems are not accurate. This debt should not have been reported.

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