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Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see

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MOHELA has 5 locations, listed below.

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    • MOHELA

      633 Spirit Dr Chesterfield, MO 63005-1243

    • MOHELA

      PO Box 105540 Atlanta, GA 30348-5540

    • MOHELA

      PO Box 105347 Atlanta, GA 30348-5347

    • MOHELA

      PO Box 91388 Raleigh, NC 27675-1388

    • MOHELA

      PO Box 90639 Raleigh, NC 27675-0639

    Customer Complaints Summary

    • 4,078 total complaints in the last 3 years.
    • 1,380 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      MOHELA has not resolved errors involving my student loan account (Public Service Loan Forgiveness) and they have not processed the last form submitted. This was promised to be completed in 90 days.

      Business Response

      Date: 01/30/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    • Initial Complaint

      Date:01/29/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a student loan payment refund in August 2022. Mohela took over servicing of my MyFedLoan student loans. I was told Mohela would process the portion I paid to MyFedLoan as well since they were the new servicer. I requested a student loan payment refund in August 2022. I asked and verified with the representative they would process the portion I paid through MyFedLoan as well. The representative I spoke with assured me the refund from MyFedLoan would be processed as well. I received the Mohela portion in October 2022 and not the MyFedLoan portion. I called to check in the middle of October 2022 and the MyFedLoan refund portion was not processed. I told the representative I requested that back in August and she proceeded to process the request for the MyFedLoan portion. I was told a 60 day wait. I called at the end of December 2022 and was told 90 days. I called in the middle of January 2023 and was told by the end of January 2023. I continue to get different answers or no information at all. I am already waiting an extra ************************************************************ August 2022. I need an answer as to when I will get my refund and why it did not get processed when it was supposed to in August 2022.

      Business Response

      Date: 01/30/2023

      MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

      Customer Answer

      Date: 01/30/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** Bible

    • Initial Complaint

      Date:01/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      MOHELA is the servicer for my student loans under the Public Service Loan Forgiveness (PSLF) program. I filed an employment certification form (ECF) on 11/29/22 to verify my employment for Sep, Oct, & Nov 2022 and earn credit for months of qualifying service to count toward my 120 required payments. I am still with the same employer as the last time that I certified my employment in August of 2022.

      The ECF was marked as received in Mohela's system on 11/29/22. Their website suggests that processing can take up to 90 business days from the received date (April 11, 2023). Mohela erroneously marked my ECF as a duplicate and canceled processing. I used the chat feature to speak with a representative, she acknowledged the error and said that they could resubmit the form for processing.

      This would reset the "received from" date for the form to 1/25/23, therefore, resetting the 90 business-day wait time to June 5, 2023. This means I could wait up to 188 calendar days for them to process a form that has most of the information already in the system. They have my account information, and my employer information, they only have to update that I have been working at the same employer for another 3-month period.

      I asked if they could prioritize the processing as it was their mistake. No. I asked to speak with a supervisor/customer advocate. No. I would have to call in, wait for hours on hold to get a first-level rep, then ask to be transferred to a supervisor advocate and wait for another few hours. The last time I called I was on hold for 6 hours.

      Instead of processing forms in the order that they are received, Mohela is finding erroneous ways to deny forms so that they can go to the bottom of the pile and misrepresent their processing times. This is at best, bad faith, and at worst, fraudulent reporting.

      Business Response

      Date: 01/30/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    • Initial Complaint

      Date:01/27/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called to inquire about my TEACH grants that have been converted to loans. The first call was made on 1.19 in which the rep told me that someone would return my call the next day regarding the case in which this did not happen. I called back the next day 1.20 to follow up and was told to keep waiting. Each time I call all that I am told is that someone will call me back. This is very frustrating because if I were getting a call from Mohela about repaying my loans I would not be able to just keep telling Mohela that I will call you back. I deserve the same respect and treatment about my concerns. I submitted a complaint online on MOHELA's website and this was the reply I received

      I received the following reply to call back to my in:
      Dear Lapia Wilson,

      Thank you for contacting MOHELA. Our records indicate someone attempted to call you twice on January 24, 2023. Please give us a call back at the number below.

      Sincerely,

      Customer Advocacy Team

      I called back as suggested and was on the phone on hold for more than one hour and 30 minutes being passed around from rep to rep still with no resolution because no one could assist.

      Business Response

      Date: 01/30/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    • Initial Complaint

      Date:01/27/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied for a student loan for flight School at FLT but because I did not finish the program with the school they sent back $30,000 to my student loan in November I have been contacting them trying to get it resolved wondering where these $30,000 are because they need to be put back into my account and FLT says that the bank has the money and the bank says it's lost and they're looking for it but they haven't found a resolution yet and I just continuing to gain interest

      But I would like is for them to locate $30,000 and all the interest that has occurred because of the $30,000 not being put back on to the loan to be adjusted

      Business Response

      Date: 01/30/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

      Customer Answer

      Date: 01/30/2023

      Complaint: ********



      I am rejecting this response because:

      This was generic response leading me to believe the matter is not being taken seriously. I need more detail regarding what is going to happen with the interest on the 30,902.45 that was refunded that has been charged to my account since November 14th 2022 to the present date.   





      Sincerely,



      *** *********

      Business Response

      Date: 01/31/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    • Initial Complaint

      Date:01/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have attempted several times to access my student loan account through MOHELA. When I attempt to register for an account, it says my information is incorrect. I have attempted to call MOHELA twice to speak with a customer service agent about my issues, but I am unable to get to a live operator and none of the directories offer address this issue. I'm disappointed and frustrated with my experience.

      Business Response

      Date: 01/30/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

      Customer Answer

      Date: 01/31/2023

      Complaint: ********



      I am rejecting this response because: This response indicates a written response or a call will be provided. However, I am concerned this opens the door for me to receive a written letter, which reinforces the lack of assistance in resolving my access to MOHELA. Could I receive an email with directions or a call? 







      Sincerely,



      ******* ****************

      Business Response

      Date: 02/01/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

      Customer Answer

      Date: 02/02/2023

      Complaint: ********



      I am rejecting this response because: I received the exact same response twice, which is disappointing and makes me wonder whether this is an automated response. I will not accept a written response except through email. Please clarify that this written response will be sent through email including when the response will occur.







      Sincerely,



      ******* ****************

    • Initial Complaint

      Date:01/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a simple IDR letter which I have requested in the past with previous servicers without any issues for personal use and was denied incorrectly on multiple applications without the servicer considering the impact of this unjustified action. I've contacted this servicer several times and all of their representatives didn't address or resolved the issue. I was transferred several times and left on hold for very long periods. This type of letter is common and takes a few minutes to generate yet each representative gave me varying time frames of 7, 14 or 30 days waiting periods. This matter should never require escalation. The representatives outright lies and makes excuses. This has been the worst experience I've had with a student loan servicer. They should not be assisting students in this capacity.

      Business Response

      Date: 01/30/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    • Initial Complaint

      Date:01/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My federal loans were transferred from ********** to Mohela sometime around July 2022. I paid on my loans for the majority of COVID when they were paused. I did not have any loans with Mohela and all my payments during COVID went to **********. I requested a refund through Mohela (my current loan holder) on October 12 or 12, 2022 for all of the payments I made during COVID. The lady told me I should get my refund in 20-60 days. I called again in December and asked a timeline and they upped it to up to 90 days. Then I messaged them through their website asking what date did they request the refund through the Depart of Treasury or Education wherever it goes. They then said it went over there on December 7, 2022 (2 months after I requested it) and now it is out of their hands basically and will not even tell my what the refund amount was or if I would be receiving a check or direct deposit. They are literally the worst people to try to contact, I waited on hold for over two hours the first time I called and I just feel like we are getting nowhere. My PSLF application was sent the same time and that has been done for a month.

      Business Response

      Date: 01/27/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    • Initial Complaint

      Date:01/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Mohela has poorly communicated with me regarding PSLF but completed consolidation of my loans more rapidity than forgiveness inquiries. Requests take 90+ business days which is completely inappropriate. When i tried to reach out to them, the repeatedly stated i need to wait 90+ business days. They lack adequate staffing to manage loans and employers at Mohela have stated that. Responses need to be done within 30 days which is a reasonable request.

      Business Response

      Date: 01/27/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

      Customer Answer

      Date: 01/30/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will await for a response. If not appropriate, i will contact BBB again. 



      Sincerely,



      **** ******

    • Initial Complaint

      Date:01/25/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,My PSLF application was faxed on 10/7/2022 before the 10/31/2022 deadline to qualify for the waiver of payments that qualify for PSLF. I received confirmation that it has been processed 3 month ago, and the status has not change since in the qualified number of payments. I have contacted Mohela and have not been able to get an anyone to answer. I understand there are delays but would like to receive some type assistance Thank you for your help.

      Business Response

      Date: 01/27/2023

      MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.

    MOHELA is NOT a BBB Accredited Business.

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