Consumer complaint received 2025-04-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: MOHELA
State: NJ

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally request an investigation into MOHELA, my loan servicer, and XXXXXXXXXXXX  regarding serious concerns about data breaches, missing loan information, and systemic mismanagement that have negatively impacted my financial and personal well-being. Below, I outline the key issues that require your immediate attention : Data Breaches and Security Risks I am deeply concerned that my personal loan information may have been compromised due to security lapses under the XXXX XXXX, the XXXX XXXX XXXX XXXX XXXX XXXX, and other potential bad actors. During this period, there were numerous reports of mishandled data, security breaches, and administrative negligence, leaving borrowers like myself vulnerable to privacy violations. I request an immediate investigation to determine whether my loan information was improperly accessed, compromised, or used without my consent. 

Missing Loan Information from Consolidation When I attempted to consolidate my loans through the XXXX XXXX, only a partial amount of my loans was included in the consolidation process. This incomplete consolidation suggests that some of my loans were either overlooked or improperly processed. Despite reporting this issue to both XXXX and MOHELA, I have received no meaningful follow-up or resolution. This oversight raises serious concerns about the integrity of loan records and the possibility of further security lapses. I urge the CFPB to investigate the missing loan information, provide a clear explanation for the incomplete consolidation, and outline steps to correct this issue. Additionally, I request an inquiry into whether this problem is linked to the broader security breaches and mishandling of borrower data. 

Breach of Trust and Systemic Mismanagement The actions taken by the XXXX administration to dismantle the XXXX, reduce staff, and undermine borrower protections have created a chaotic system that directly impacted borrowers ' ability to access repayment options, forgiveness programs, and proper loan management. Coupled with security failures and a lack of follow-up, these actions represent a breach of trust that has caused me financial and personal harm. Furthermore, I am concerned about potential illegal actions by bad actors, including unauthorized access or misuse of my loan data. I request that MOHELA thoroughly investigate any potential breaches of my account and provide a detailed report of their findings. 

Given the gravity of these issues, I respectfully request that the CFPB take immediate action to investigate these matters and ensure accountability. Borrowers like myself deserve transparency, security, and proper management of our loan information. 

Thank you for your attention to this urgent matter. I look forward to your response.

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