Student loan -- Dealing with your lender or servicer -- Complaint #13649826
Complaint Overview
Complaint ID: 13649826
Company: Mohela
Product: Student loan
Sub-Product: Private student loan
Issue: Dealing with your lender or servicer
Sub-Issue: Received bad information about your loan
State: Wisconsin
ZIP Code: XXXXX
Date Received: 2025-05-21T12:00:00-05:00
Date Sent to Company: 2025-05-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Dear MOHELA Customer Service, I am writing to formally express my concern and frustration regarding the handling of my student loans following their transfer from XXXX to MOHELA. The process has been riddled with poor communication, lack of transparency, and accounting discrepancies that have negatively impacted my ability to manage and track my loan payments accurately. First, I was not provided with any notice or adequate communication from either XXXX or MOHELA regarding the transfer of my loans. As a borrower, I should have been informed in advance of such a significant change. The lack of notice prevented me from preparing for any transition issues and directly impacted my ability to access and monitor my loan account. Second, your records state that I have not made any payments on my loans since the transfer. This is false. I have made regular payments through XXXX prior to the transfer, and I can provide bank statements and payment confirmations to verify this. It is unacceptable for these payments to be disregarded, and I request an immediate review and correction of my account to reflect my accurate payment history. Additionally, I have experienced serious confusion while attempting to navigate your portal and documentation. The signing process and distinction between federal and private loans are unclear, especially as both are now being serviced under the same platform. This lack of clarity makes it difficult to understand the current status of each loan, which could lead to errors in payment or loan management. Lastly, none of my payment history from XXXX appears to have been transferred or made available in your system. This is highly concerning, as it creates a lack of accountability and visibility into my loan history, which I depend on for accurate financial records and long-term planning. I request that you take the following actions immediately : Investigate and correct the missing payment history on my account. Clarify the breakdown between my federal and private loans within your portal. Provide written confirmation of all actions taken to correct these issues. Ensure clearer communication protocols for any future account changes. Please treat this matter with urgency. I expect a response and resolution within XXXX business days from the date of this letter. If I do not receive a satisfactory response, I will escalate this issue to the Consumer Financial Protection Bureau and the Department of Education.
Frequently Asked Questions
What is Complaint #13649826 about?
Complaint #13649826 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-05-21T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Mohela?
Yes, visit the Mohela company profile at readthecomplaint.com/company/mohela to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.