Student loan -- Dealing with your lender or servicer -- Complaint #17893230
Complaint Overview
Complaint ID: 17893230
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Received bad information about your loan
State: Maryland
ZIP Code: 20743
Date Received: 2025-11-14T12:00:00-05:00
Date Sent to Company: 2025-11-25T12:00:00-05:00
Company Response: Untimely response
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am submitting this complaint because continuous changes to my federal loan servicers, mishandling of my payments, and repeated issues with my Income-Based Repayment ( IBR ) plan have resulted in inaccurate information about my loans and repayment history. I first began repaying my federal student loans around XXXX. Since then, my loans have been transferred between multiple servicers, including XXXX XXXX XXXX XXXX XXXX and Mohela. With each transfer, there have been inconsistencies in my loan balances, payment histories, and IBR status. Here is what has occurred : Around XX/XX/XXXX I enrolled in an Income-Based Repayment ( IBR ) plan with [ Servicer A ]. My monthly payment was approximately {$120.00}, and I consistently made those payments on time. When my loans were transferred to Mohela around late XXXX my IBR status did not transfer correctly. My total balance payment amount suddenly changed. I have recertified my income for IBR as required. I experienced periods where my account was incorrectly placed into forbearance or showed standard repayment amounts, even though I had submitted recertification on time. In several instances, my monthly payments were applied incorrectly. After the most recent transfer to Mohela my total balance increased unexpectedly, and interest capitalization appears to have occurred without a clear explanation. The current servicers records do not match what I recall from previous statements regarding my principal balance and total paid-to-date. I have also received inconsistent information from customer service representatives about my qualifying payment count under income-driven repayment and my progress toward potential forgiveness. Different agents have given me different totals for qualifying payments, and no one has provided a clear, written breakdown. I have acted in good faith throughout this period by : Making regular payments as required Enrolling and remaining in IBR Recertifying my income on time Responding promptly to all servicer requests for information Despite this, the continuous servicer changes and administrative errors have created inaccurate records of my repayment history, payment amounts, and balances. What I am requesting I am requesting : A complete account audit covering the entire life of my loans, across all servicers. A corrected and detailed payment history showing every payment I have made, how it was applied, and an accurate count of qualifying payments under income-driven repayment. A review and correction of any improper interest capitalization or unexplained balance increases. Written confirmation of my adjusted payment count and my correct status toward any applicable forgiveness programs. I want the companies involved to correct any errors in my account history and ensure that my payments, IBR enrollment, and progress toward forgiveness are accurately reflected.
Frequently Asked Questions
What is Complaint #17893230 about?
Complaint #17893230 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-11-14T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Untimely response". The response was not 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.