Business Profile

Loans

MOHELA

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Complaints

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

Customer Complaints Summary

4,067 total complaints in the last 3 years.
1,373 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:01/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 been attempting to contact MOHELA in reguard to my PSLF (Public Service Loan Forgiveness) since I submitted forms in July. I have been on 1.5-2 hour hold times while being transferred by customer service, only to have phone call dropped or hung up on. This has occurred at least 4 times. I am trying to get an update on my paperwork I faxed over in July of 2022, and can not get an update online or speak to anyone. I have been a firefighter for 10 years, and attempting to cancel my student loan balance has been impossible to say the least. This is so frustrating to be treated like this.
Business Response
Date: 01/22/2023
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: 01/23/2023
********** ********

I am rejecting this response because:

The only responses from emails or direct messages to MOHELA in reguard to PLSF is to call the customer service number. Back to square one. No one will personally call or email me back.

Sincerely,

***** ********
Business Response
Date: 01/25/2023
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:01/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 student loans were transferred from ******* to Mohela in August 2022. I have called Mohela numerous times asking questions about my account. Every time I call, I’m given a different answer. At times, I was on hold for 2 + hours then transferred to another person because the person I was speaking to didn’t know how to answer my question(s). When I look online, it says that I need employment verification from the ***** ****** ***, which is where I currently work. I have already turned in the verification employment form for the ***** ****** ***. I called yesterday, 1/17/23, and was told that the employment through the ***** ****** *** was approved, however; the information online does not reflect this. None of my employment from the ***** ****** *** has been certified from 3/2022 until now, it’s almost a year later. My loans should have been forgiven back in June 2022.
I was also told on 1/17/23 that my employment through ********* ***** was denied. There was no communication from Mohela to make me aware of this situation. I let the customer service representative know that the employment through ********* ***** has already been approved by *******. I don’t understand how my employment at ********* ***** was previously approved and now it’s been denied. I have turned in the tax returns for the time I worked there. I also put the start and end date on the verification form. The issue, before someone previously approved it, was ********* ***** shredded my records. They shred everyone’s records 6 years after someone leaves. I'm assuming Mohela called ********* *****, and they probably said that they don't have any record of me working there since they shredded my records. I thought of another solution to the problem. I spoke to someone on the phone at the Social Security office in Dayton, Ohio. The gentleman told me that they are able to provide the exact start and end date of when I worked at ********* *****, which would be documented proof from a federal agency that I was employed at ********* *****. It would cost me $90.00 and would take up to three months to get the information. I don’t understand why Mohela can’t contact Social Security to obtain the information, if that’s what they need. I told a customer service representative this at Mohela in the fall and was told they don’t take anything from Social Security. ********* ***** is an approved place of employment for the PSLF.
In the fall of 2022, I contacted Mohela because I was confused about my account. This was shortly after my loans were turned over to Mohela. I saw online that my loans had been cancelled, but the payment summary information said I still had 4 payments left. The 4 payments should have already been counted from the time range of 3/2022 until now. I'm over the number of qualifying payments needed to complete PSLF. I should have been done with the program in June 2022. I explained this to the customer service representative and she said Mohela made an error. I'm not sure what the error was.
I’m really concerned about how my loans are being handled. I was nervous about my loans being transferred from ******* to another servicer. Ever since my loans were transferred to Mohela, things have turned into a mess. I have provided all the information needed. This is dragging on and on. The lack of communication and not updating information online is a huge problem. The status on documents they receive goes way over the 90 days it says to wait for processing. I can’t click on some of the documents to see what they are or what is going on with them.
Business Response
Date: 01/22/2023
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: 01/23/2023
Complaint: ********

I am rejecting this response because:all of the employment verification hasn’t been updated from my employment through the ***** ****** *** 9/2022 to 1/2023 and ***** ********* 1/2008 & 2/2008. ******* approved the employment through ********* ***** and now it says needs employment verification. I have provided the documentation needed for all three jobs as well as the start and end date. Mohela did send a letter to my inbox online, but there are things that still need to done with my account.

Sincerely,

*** ******
Business Response
Date: 01/26/2023
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: my employment from the ***** ****** *********** ******* ****** and ***** ********* has not been updated.

Sincerely,

*** ******
Initial Complaint
Date:01/19/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 account for pslf has not updated the number of qualifying payments. I should be eligible for forgiveness and this company is delaying the issues. This is preventing me from leaving my job or pursue other opportunities due to their gross negligence in the timely processing of these forms. Their communication is erradic and inaccurate most of the time. This is billions of dollars of loans they are managing and as a government contractor not fulfilling their obligations for timely delivery of services. This company needs to be held liable for delaying services that are affecting peoples lives.
Business Response
Date: 01/22/2023
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: 01/27/2023
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,

***********************************
Initial Complaint
Date:01/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 been trying since September of 2022 to have my employment certified and my PSLF count updated to the correct number. I have sent multiple emails, resent the certification paperwork which is the correct paperwork over and over again to get them to certify it and they just always mark it as duplicate document. Then when I call them, they noticed the issue and were concerned so they set it up to be done. Again, I am here in now January again and nothing has been done. I am at the point of trying to reach the director of this company and let them know how bad this company is handling its student loan. This issue needs to be resolved.
Business Response
Date: 01/22/2023
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: 01/23/2023
Complaint: ********

I am rejecting this response because:

Whenever I talk to them they do nothing. Talking is done. It needs to be all in writing that this will be done.

Sincerely,

**** *******
Business Response
Date: 01/26/2023
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: 01/27/2023
Complaint: ********

I am rejecting this response because:
The company wrote back and said 90 days. As can be seen by what they sent, I submitted my paperwork back in September. This is well over 90 days and still nothing has been done. I want it done this month.

Sincerely,

**** *******
Initial Complaint
Date:01/18/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
As with so many others, my student loans were switched from ******* Servicing to MOHELA. MOHELA has recently informed me that only 40 of my 51 eligible payments have been counted toward PSLF. This is because my employment was not "certified" for 11 of those payments. This is impossible. I have worked at the same place since August of 2019 and I have always certified my employment with the PSLF form twice a year to be safe. When I filled out their form, I was informed that the only way to correct this is to call their phone number and talk to an agent. But when I called the number today, it was all automated services. I never even got the option to talk to an agent.
Business Response
Date: 01/22/2023
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: 01/23/2023
Complaint: ********

I am rejecting this response because:

I will only accept this response when they actually call me to resolve my complaint.

Sincerely,

**** ********
Initial Complaint
Date:01/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
After numerous contacts with Mohela, I am no where near the truth about the status of my account. My counts have disappeared and my counts are incorrect. Every time I call in, I get a rep that tells me a different response and that the information given is contradictory. This is ridiculous yet the clock for Oct 31st has come and gone. I appear to be in limbo and no movement has been done nor an explanation. This account was transferred from *** **** back in 2022 and has been in a stalemate. Generic email responses, if you get one months later, No UPDATE for months! Information submitted in September of 2022 should not be pending in January of 2023! I have a right to know !. I have participated for 16 years and sent in all paperwork required of per the FSA.
Business Response
Date: 01/22/2023
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: 01/24/2023
Complaint: ********

I am rejecting this response because: There has not been contact by Mohela. A letter was sent that completely avoids the response or resolution I seek. The letter acknowledges my timeline within the program but contradicts it by saying zero payments which makes no sense.
I am requesting a call from a supervisor from the customer advocacy (as the number listed does not work) in order to have a final resolve in this matter. Mohela continues to avoid contact by a call so that my questions can be answered.

Sincerely,

******* *****
Business Response
Date: 01/26/2023
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:01/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 am filing this complaint as MOHELA is unable to provide the services it purports to provide, and is receiving money from the US Dept of Education for this. There is not option currently to upload a PSLF form on the website. The "Upload Form" prompt redirects users to the US Dept of Education. The US Dept of Education then directs borrowers serviced by MOHELA to upload directly on their website. After speaking to one of their customer service representatives, and engaging with them via phone for over an hour now, they are still neither able to locate themselves nor direct me to locate the appropriate place to upload the form on their own website. Henceforth, I am barred from participating in a government program which I am legally entitled to participate in given my employer. In addition to this, I had already uploaded the form to the US Dept of Ed website 3 months ago. MOHELA is unable to find any record of this, and the US of Ed website no longer has the option to upload on their website. They now direct borrowers serviced through MOHELA to upload on their website. So there is no record of my upload and I am unable to submit this through the website.
Business Response
Date: 01/22/2023
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:01/17/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
This complaint against Mohela concerns my application to cancel loans through the PSLF/Temp PSLF waiver through employer certification. My loans were transferred from *** **** to Mohela last July 12, 2022 and my application was processing after transfer from *** ****s. After nearly 90- days wait time a letter was sent to me stating I did not have the proper loans. On Oct 4th I called Mohela waiting 2 hours and 45 minutes for an agent to answer. Upon answering the agent kept me on the phone 1 hour and 15 and discovered my loans were correct and the letter was sent to me in error. At that time my application was put back in the que for processing and I was told it would be 90 days. On 1/17/23 after 100 days of no response I discovered my 10/4 application was no longer in the que and I called waiting 45 minutes for an agent. The agent discovered the 10/4 request was in the notes of the agent I called but she had not submitted it for processing and it sat there in the que with no action. The agent placed the application back in the que on 1/17 and said he submitted it this time for processing but I have no way of knowing this. I asked for a supervisor and was left on hold 1 hour and 20 minutes until Mohela closed for business without a supervisor picking up. Mohela has made both errors in processing my application for 6 months now and now they have me to wait another 90 days for processing. None of this is my fault. All i want is confirmation it is in process this time without further delays and looked at sooner than 90 days rather than later. Honestly there is no one to handle resolutions with Mohela. Mohela acknowledges they have all documents needed.
Business Response
Date: 01/18/2023
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. Financial privacy laws prevent MOHELA from providing your office
with borrower-specific information, or any specific information regarding
MOHELA's response to the complainant. If, however, your office receives further
communication from the complainant regarding this matter, please do not
hesitate to contact MOHELA directly.
Initial Complaint
Date:01/17/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 submitted an application for the PSLF in February of 2022. My Mohela account number is **********. My student loans were transferred from *** **** ********* to Mohela and I have had problems every since my loans were transferred. I have been employed with the MS Dept of Revenue since 9/3/2013 and I am currently still employed with the company. I received a letter from Mohela stating that I have been given credit for 98 qualifying payments out of the 120 required to have my loans forgiven, and that I have 4 ineligible payments that should have been approved due to the waiver, if my application was submitted before 10/31/2022. It was stated that I have 22 more payments to go and that my employment haven't been certified from March 2022 up until now. I was told that I needed to upload a up to date form showing that I'm still with my employer for the months that haven't been approved. I uploaded the application on 11/14/2022 under the Mohela website. I have constantly been calling Mohela, only for me to be placed on hold forever and it is hard to get through to a rep. I spoke with someone on 1/13/23 after being on hold for an hour. I asked why haven't my payments been approved and I was told that it's still being reviewed and that it can take up to 90 days. I told the rep this is what I'm constantly told every time I call in to check the status on my case. I should be a few months away from me reaching 120 eligible payments and for my loans to be forgiven if Mohela were to go ahead and update my payments. It's ridiculous that so many borrowers are having to go through this. I feel like my case is just sitting up and not being handled after me having submitted everything that was requested of me. I would like for Mohela to update my payments.
Business Response
Date: 01/18/2023
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. Financial privacy laws prevent MOHELA from providing your office
with borrower-specific information, or any specific information regarding
MOHELA's response to the complainant. If, however, your office receives further
communication from the complainant regarding this matter, please do not
hesitate to contact MOHELA directly.
Initial Complaint
Date:01/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
This company is supposed to process the public student loan forgiveness form. On that form it asks if the employer refuses to certify employment. If you select yes, Mohela is supposed to assist you with obtaining documentation. However, Mohela has not done this. They are not assisting and they are taking 90 days or more to respond to requests. I haven't worked for the employer I all attempting to certify in over 10 years, and there are some records that are not kept after a certain amount amount of time. Mohela is not wanting to accept the proof that I can provide, therefore, stalling my student loan forgiveness.
Business Response
Date: 01/18/2023
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. Financial privacy laws prevent MOHELA from providing your office
with borrower-specific information, or any specific information regarding
MOHELA's response to the complainant. If, however, your office receives further
communication from the complainant regarding this matter, please do not
hesitate to contact MOHELA directly
Customer Answer
Date: 01/19/2023
Complaint: ********

I am rejecting this response because: Mohela has now taken away my ability to track my PSLF payments. Also, I spoke to a rep on 1/17/23 who advised that I would have to turn in a new PSLF application for Rescare. However, the temporary pslf program ended and that is the only way I could get credit for the Rescare. If the current application is still open, my account needs to reflect that.

Sincerely,

***** *******
Business Response
Date: 01/22/2023
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.

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MOHELA is NOT a BBB Accredited Business.