Consumer complaint received 2025-03-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: CA

Complaint narrative:
XXXX XXXX MOHELA Account XXXX XXXX XXXX XXXX XXXX I was previously serviced by XXXX, and my student loans were transferred to XXXX, then to MOHELA as part of the federal loan servicer changes. However, MOHELA can not locate my account using my Social Security number and will not allow me to register for online access. 

Navients website instructs borrowers to use the same login credentials for MOHELA, but MOHELA does not recognize my information and claims my loans are still " being transferred. '' This has persisted for XXXX months ( since the XX/XX/year> transfer date ), leaving me unable to view my loan details, make payments, or verify my balance. 

Due to MOHELAs failure to provide access to my account, my student loans have been incorrectly reported as late to credit bureaus, negatively impacting my XXXX XXXX through no fault of my own. These late payments must be removed immediately, as I have been unable to make payments solely due to MOHELAs system failures. 

Steps Ive Taken to Resolve the Issue : XXXX ) Called MOHELA multiple times Wait times exceed XXXX hours with no callback option, and I have been unable to reach a representative. 

XXXX ) Checked XXXX & MOHELA websites XXXX confirms the loan transfer, but MOHELA does not recognize my account. 

XXXX ) Attempted to register on MOHELAs website Received an error stating my loans are still " being transferred. '' XXXX ) Called Navient multiple times They confirmed my loans have been transferred but could not assist further. 

XXXX ) Contacted XXXX XXXX XXXX ( XXXX ) They confirmed MOHELA is my servicer but could not resolve the access issue. 

How This Has Affected Me : XXXX ) I have been unable to manage my student loans, which has directly led to missed payments and incorrect credit reporting. 

XXXX ) I can not verify my loan balance, interest rates, or due dates, leaving me unable to make informed financial decisions. 

XXXX ) MOHELAs failure to provide access has caused lasting financial harm, including damage to my XXXX XXXX. 

XXXX ) This failure violates borrower rights under the XXXX XXXX XXXX. 

Requested Resolution : XXXX ) Immediately confirm my loan transfer status and XXXX me full account access. 

XXXX ) Provide written confirmation of my total balance, payment due date, and loan details. 

XXXX ) Remove ALL late payment marks from my credit report and notify credit bureaus that these were reported in error due to MOHELAs failure to provide account access. 

XXXX ) Fix the delays preventing me from managing my loans. 

XXXX ) Improve customer service response times so borrowers do not have to wait hours for assistance. 


I expect a resolution within XXXX  days, per CFPB guidelines. If MOHELA fails to correct this, I will escalate the matter to the XXXX XXXX XXXX Ombudsman and pursue further legal action. 

Loan Servicer Name : MOHELA Previous Servicer : XXXX Loan Transfer Notification Date : XX/XX/year> Thank you for addressing this matter urgently.

Company response to consumer: Closed with explanation