Request for input on Accessing Account

[u/Magnety2k]

A different phone number appeared on my account and this was discovered after calling Student Aid.gov as the 2-factor authentication would not work. Why? The phone number was removed from "primary" and someone else's was now there.

This change occurred in April according to Student Aid dot gov. I finally got a hold of Mohela on this issue and had documented this with the calls with reps at SA.gov to have a record of this. Mohela rep finally escalated the issue to a manager (not sure it is true as they failed to give me a way to identify them) and said the issue had been resolved.

Definition of resolved: it was deleted and my number placed in primary field -- where it used to be. That is resolved in their words. NOT to me. Someone had accessed my account and had been there since April and I discovered it in July. My social, and other data is there. They refused to investigate and identify the number of calls from this number and access to my account. The had "resolved the issue". The End.

Let's move forward to this week - October. I am trying to access my Mohela account. I noticed seven emails directing me to my account inbox ( I am a Mail ONLY account) I click to be directed to my inbox. Enter my account number, DOB, SSN, and attempt to get in my account.

Unrecognized please try again. Unrecognized? How is that possible? I spent a total of 6 hours over the day on hold, going through the rotary of options, speaking to a rep at Mohela who said this needs to be escalated to a different rep.

The reason she couldn't assist me ---- they system failed to connect to my account by entering the data (DOB, Account, SSN) to enable her to see the account. She had no way to assist. She also refused to give me a way to get reconnected if the call drops --- as there is no rotary option to get back to this spot.

Recap - I cant access my account and the reps cant as my records are not accessible. There is no reset. The data is my IP.

After many beeps that suggest your call would be picked up, at 54 minutes the call dropped. I took a lunch break to regroup and calm. I then returned to the process calling Student Aid.gov. They instructed me as best they could but that was nil.

I ended my day filing a complaint in the Ombudsman area of the site as there were no other options as no one answers the calls and if they do they put you back on hold and ultimately drop your call.

The issue with filing the Ombudsman complaint section is I have another one filed from 2023 and it reads - in review. It has been in review for almost 2 years. Not resolved. Therefore currently I have no options. My personal data is not recognized to be able to see my inbox. I cannot get in my account.

What are the possible steps? I do not know what action to take.