The American Federation of Teachers and Student Borrower Protection Center conducted a years-long investigation into industry mismanagement of the student loan system, uncovering damning information about the student loan giant MOHELA.
MOHELA is the sole student loan company responsible for handling the Public Service Loan Forgiveness (PSLF) program and is now one of the largest federal student loan servicers, servicing the accounts of federal student borrowers in every state.
The “MOHELA Papers” is a one-stop-shop housing MOHELA’s dark history and new records showing company schemes to deny service as servicing failures affect more than four in ten of their customers. Among the uncovered documents is a company-wide playbook that includes a “call deflection” scheme to funnel borrowers to bad information and avoid resolving servicing errors.
Read the Report: The MOHELA Papers: The Rise of A Student Loan Servicing Giant and the Fall of the Student Loan System
Read the Press Release: Student Loan Giant Caught Deploying “Call Deflection” Scheme, Jeopardizing Relief for Millions
A copy of the documents and records uncovered during this investigation is available here: www.mohelapapers.org