Consumer complaint received 2026-05-13 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: SC

Complaint narrative:
I am submitting this complaint regarding the handling of my disputed private student loans currently serviced by MOHELA and owned by XXXX. These loans originated through XXXX XXXX in connection with my attendance at the XXXX XXXX XXXX XXXX. My federal student loans associated with the same school were previously XXXX through borrower defense due to findings related to misconduct and predatory practices connected to the institution. I also submitted a request for dismissal/discharge consideration regarding my private loans. In written correspondence, MOHELA acknowledged that I demonstrated that I was a victim of predatory or fraudulent lending practices connected to the XXXX XXXX and the lending environment surrounding these loans. Despite this acknowledgment, my dismissal request was denied. Importantly, MOHELA also stated in writing that XXXX is the entity responsible for decisions regarding loan dismissals and discharge determinations. Following this denial, I submitted formal written requests for additional information and clarification regarding : the basis for the denial, the enforceability of the debt, the applicable statute of limitations, and documentation supporting ownership and authority regarding these loans. MOHELA provided only partial responses consisting primarily of promissory notes and payment histories. The responses did not address the substantive issues raised in my dispute. Because MOHELA stated in writing that XXXX was responsible for dismissal determinations, I then submitted direct written correspondence to XXXX requesting the same information. XXXX did not provide a substantive written response. Instead, in response to my prior CFPB complaint, XXXX attempted to redirect responsibility for this matter back to MOHELA despite MOHELAs own written statements that XXXX makes the relevant decisions concerning dismissal and discharge requests. At this point, I believe MOHELA and XXXX continue redirecting responsibility between one another while failing to provide clear and complete responses regarding the disputed debt. Additionally, although MOHELA has repeatedly continued collection activity including frequent phone calls, urgent collection emails, settlement offers, and default warnings the core issues raised in my dispute remain unresolved. MOHELA has also repeatedly attempted to pressure me into phone communication despite my repeated requests that all communications be conducted in writing. Substantive responses regarding the dispute have consistently been withheld from written correspondence. It is important to note that XXXX remains the owner of the alleged debt, while MOHELA acts as the servicer and collection entity. Despite this relationship, neither entity has provided a complete and transparent response regarding responsibility for the denial of my dismissal request or the enforceability of the debt. At this time, I request that MOHELA : Provide a complete written response addressing all outstanding issues raised in my dispute Clearly identify the respective responsibilities of MOHELA and XXXX regarding servicing, collection, discharge review, and legal determinations Cease redirecting responsibility between entities without providing substantive answers Suspend collection activity until the dispute is fully addressed Ensure that all future communications are conducted in writing as requested I am filing this complaint because I believe the ongoing handling of this matter has lacked transparency and has prevented meaningful resolution of my dispute while collection activity continues.

Company response to consumer: Closed with explanation