Consumer complaint received 2026-03-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: MOHELA
State: NY

Complaint narrative:
I am submitting this complaint because MOHELA, acting as the federal student loan servicer for the Department of Education, continues to report inaccurate and legally unverifiable late payment information on my credit reports despite receiving multiple disputes and formal requests for verification. The accounts involved in this complaint are : MOHELA / XXXX XXXX MOHELA / XXXX XXXX MOHELA / XXXX XXXX MOHELA / XXXX XXXX These student loan accounts themselves are not being disputed. My complaint specifically concerns the late payment reporting associated with these accounts, which is inaccurate, inconsistent across credit bureaus, and unsupported by the documentation required under federal consumer protection laws. I have repeatedly notified MOHELA and the credit reporting agencies that the late payment data associated with these student loans is materially inconsistent across XXXX XXXX XXXX XXXX. The same accounts are reporting different delinquency severities and timelines depending on the bureau reviewing the data. In some cases, the accounts show conflicting XXXX, XXXX, and XXXX late designations for the same periods of time. A single federal student loan can not legitimately generate multiple conflicting delinquency histories across credit bureaus. The presence of these contradictions demonstrates that the information being furnished does not meet the legal standard of maximum possible accuracy required under federal law. In addition to the conflicting delinquency timelines, the accounts also reflect inconsistent reporting regarding payment history, activity dates, and other servicing information. These discrepancies indicate that the information being furnished is not being verified through actual servicing records. Under the Fair Credit Reporting Act, once a consumer disputes information, the furnisher of that information has a legal obligation to conduct a reasonable investigation using the underlying records that support the reporting. Furthermore, under the Fair Credit Billing Act, a reported delinquency must be supported by accurate billing records. This includes original billing statements, payment due dates, payment posting histories, and any applicable deferment or forbearance records. As the federal student loan servicer, MOHELA maintains the servicing records necessary to verify whether any payment was truly late. These records include billing statements, repayment schedules, servicing histories, loan status codes, deferment records, and forbearance documentation. Despite my requests, MOHELA has not produced the documentation required to substantiate the late payment reporting. Instead, the late payments continue to be furnished to the credit reporting agencies without providing the underlying records that would verify their accuracy. Without the original billing statements, repayment schedules, payment posting records, and servicing status documentation, there is no legitimate basis for continuing to report these late payments. In addition, the responses that have been provided appear to rely on automated system confirmations rather than an actual investigation of the loan servicing records. Automated responses or batch confirmations do not meet the legal standard for a reasonable investigation once a consumer has identified specific inaccuracies. The continued reporting of these late payments despite the documented inconsistencies suggests that MOHELA has not conducted a proper investigation into the accuracy of the information being furnished to the credit reporting agencies. The inaccurate reporting of late payments on federally serviced student loans has a significant negative impact on my credit profile and my ability to obtain credit on fair terms.

Company response to consumer: Untimely response