Consumer complaint received 2025-05-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: AZ

Complaint narrative:
My servicer, Mohela is not responding to any of my email inquiries in regard to the following : XX/XX/XXXX Dear XXXX XXXX : Subject : Borrower Defense Case Number XXXX The U.S. Department of Education ( ED ) has determined that the federal student loan ( s ) you received to attend XXXX University ( XXXX ), now known as the University of XXXX XXXXXXXX XXXX ( XXXX ), on or after XX/XX/XXXX, through XX/XX/XXXX, are eligible for a full discharge. This means the remaining balance on the eligible loan ( s ) will be forgiven. You do not have to make any more payments on the loan ( s ).

Your loan ( s ) will be discharged as part of an ED action regarding loans made to students attending XXXX between XX/XX/XXXX, through XX/XX/XXXX. This action follows EDs finding that XXXX made pervasive and widespread substantial misrepresentations borrowers relied on to their detriment and/or violated state consumer protection laws. 

These misrepresentations are related to licensure eligibility for certain careers, program costs and financial aid, how long a degree would take to obtain, and the transferability of credits. Because of the serious and widespread nature of the misconduct by XXXX, ED has determined that it is appropriate to discharge the loans made to students who attended XXXX. This approach eliminates the need for an individual consideration of each borrowers claim. 

You also may receive a refund for prior payments made to ED on the loans that are being discharged. Your loan servicer will let you know if you are eligible for a refund, which would be mailed to you or sent electronically. Please check your online account with your loan servicer to ensure your address is correct ( as well as any banking information that is in your account ) so you can receive any refund. Otherwise, you do not have to take any further action to receive your discharge. Your credit report will also be updated to reflect this discharge when it is complete.

It will take ED some time to process your discharge ; however, you do not need to make any payments on the loans you received to attend XXXX during the requisite period while your discharge is pending. Until ED completes its work, the eligible loan ( s ) you received to attend XXXX will remain paused in forbearance/stopped collections, and we will not ask you to resume making payments. If your loan ( s ) are in default, we will not attempt to collect on the loan ( s ) being discharged.

EDs determination is that the loans described above are not enforceable and that you are no longer obligated to repay them. As a result, ED will not seek to enforce them, and any future attempts to collect on or enforce your repayment obligations are without legal basis. Furthermore, because the loans described above and your repayment obligations are not enforceable, you are entitled to, and will receive, a discharge.

ED recommends that you retain a copy of this letter for your records. Your borrower defense group discharge case number is listed above. You may reference this number if you contact our call center with questions about your discharge. If you already applied for a borrower defense discharge, this case number may be different than your borrower defense application number.

Although your servicer has been instructed that the loan ( s ) that is ( are ) the subject of this notice should not be put into repayment ( unless you have opted out of forbearance or stopped collections ), sometimes loans that ED has agreed will be discharged are erroneously returned to repayment status. In those circumstances, providing a copy of this letter to your servicer could aid you in resolving any dispute about repayment.

Please note : This letter does not apply to any private student loans you may have. Also, this letter only applies to eligible loan ( s ) you borrowed to attend XXXX during the requisite period ; it does not apply to any loans you may have borrowed to attend any other school.

Beware of Scams You might be contacted by a company saying they will help you get loan discharge, forgiveness, cancellation, or debt relief for a fee. You never have to pay for help with your federal student aid. Make sure you work only with the U.S. Department of Education and our loan servicers, and never reveal your personal information or account password to anyone. 

Our emails to borrowers come from XXXX, XXXX, or XXXX. You can report scam attempts to the Federal Trade Commission by calling XXXX or by visiting reportfraud.ftc.gov. 

If you have questions about this notice, please call our borrower defense hotline at XXXX. You may visit StudentAid.gov/Contact for our hours of operation. 

Sincerely, U.S. Department of Education Office of Federal Student Aid XXXX XXXX XXXX, XXXX, Washington, D.C. XXXX StudentAid.gov/borrower-defense There has been zero movement on their end to discharge over {$16000.00} in student loan debt or respond to my emails. I have also contacted the FSA, and they tell me I have to wait on Mohela. Yes, I have been making payments to Mohela for my loans in the meantime. Any help with this would be greatly appreciated, as I have also reached out to the FSA to speak with an ombudsman. 

Thanks, XXXX XXXX

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