Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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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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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.

Initial Complaint
Date:01/16/2023
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 a litany of concerns regarding my Moehla's student loan account. As a full-time graduate student, I've regularly applied for in-school deferment this past year. Historically post confirmation of my enrollment status, my monthly accrued interest was optionally offered for payment and supplementally added to my principle sum. Yet, this past billing cycle contrasted as Moehla initially rejected my enrollment status per *************'s delayed reporting enrollment status, fueling this convoluted customer service process in December. Suddenly, my electronic payments jumped from $0.00 to over $1,400 in December and reportingly confirmed as a formulation error per Moehla's representatives and supervisor on December 16th. They indicated amounts would be adjusted post five business days, and it was not. This is when it becomes more alarming. When I followed up, I was painstakingly on hold (for hours) and transferred between representatives/supervisors who continuously ignored my initial conversation from the 16th. They then told me my interest somehow "caught up" and continued to overlook the issue of my enrollment status being full-time. A supervisor advised me that as the middle agency between **** and my student loan, my options landed awaiting results from a "lender review" 3-day process and to contact ****. **** representative confusingly confirms that MOEHLA is the single agency to resolve any account issues, including complaints and concerns post-application process. My biggest concern starts with Moehla's unnecessarily protracted customer service loop that blatantly ignored their first admission of clerical error and its self-governance to blameshift factual testimonies between consumers and their customer service representatives/supervisors.
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: 01/23/2023
Complaint: ********

I am rejecting this response because: I have only received the following message from the business:

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.

I'm hesitant about what I accept or reject, prompted by BBB's request for my "next steps," as I haven't received any remedial actions to reply to, including my external emails or messages. Also, below is more of my contact/account information to ensure the company has the correct complaint on file (if possible, forward it). I'm requesting all of Mohela's responses in writing, considering the locus of a complaint swells from unfilled actions communication on behalf of the lender (December 16th, 2022), blatantly protracting their mishap through varying distracting falsehoods (i.e.**** 3rd party review- follow up).

Seeking a resolution to keep the account current, subsuming the company's continuous egregious missteps between December and January.

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

Date of original conversation Dec 16th, 2022: Supervisor (*****) admits clerical error
Date of separate supervisor (*****) implying Moehal as middle man w/ resolution of 3 days "lender review" by ****: Jan 9th, 2023: (2+hrs)

Sincerely,

******* *****
Business Response
Date: 01/25/2023
Formal written response was forwarded to the consumer via regular mail on January 23, 2022, addressing all concerns.
Customer Answer
Date: 01/26/2023
Complaint: ********

I am rejecting this response because:

BBB Case #********
MOHELA’s response:
Issue #1: Your Return to School Deferment and payment amount.
You are currently on a Level Repayment plan with a monthly payment of $558.50, which began January 10, 2023, and is effective for 219 terms. As of this writing, your loan is 44 days past due from December 10, 2022, for $2,022.58.
Your most recent Return to School Deferment application received November 7, 2022, was approved for an academic period of October 10, 2022, through December 16, 2022.
Per Section 7 of the Return to School Deferment application, you are required to pay the monthly interest accrual while on this option. As your loan was past due for September, October and November 2022 at the time your November 7, 2022, application was processed, your monthly obligation for December 2022 reflects interest accrued during this time.
Issue #2: Your ability to reach a Customer Service Representative.
With regard to the long hold times, please accept our sincere apologies. We value your feedback, as we understand how important it is to offer exceptional service. We have experienced significantly heightened demand recently, and we understand that this has made it difficult to connect with our specialists to discuss your concerns. We are working diligently to provide an improved experience for all student loan borrowers moving forward.

******* ***** 1/26/23 Response to Above Message:
Issue #1: Inaccurate payment Amount posted - Return to School Deferment Approval
As a full-time graduate student, MOEHLA's representatives confirmed the 'gray' transformative timeline between semester dates and published ******** ***** *************** proof of enrollment (~3 weeks) status. MOEHLA's response (a year ago) included submitting an electronic Deferment Form confirmed by an official from a University Official – post communicating my University's learner records standards of "verify enrollment until after the second week of each semester." During these transitional periods, my amount due would reflect a "missed monthly payment of $558.50 (varying >$20 variation due to yearly principle sum increases/accrued interests) UNTIL MOEHLA approved my semester's deferment form and reset monthly "amount due: $0.00." Below are the exact dates of enrollment 2022 Summer & Spring Semesters:
Spring Enrollment Dates: July 11 - September 16
Fall Enrollment Dates: October 10 – December 16

After approval of my semester's deferment, monthly payments (including monthly accrual interest) electronically posted $0.00 – including each semester's transitional enrollment verification timeframes, an accrual monthly interest rate due monthly appeared as $0.00 until December 16, 2022 (lasted date of Fall's academic semester). Suddenly, in 16 days amount due $0.00 (December 1) jumped to $1,400+. I contact MOEHLA. On December 16, MOHELA'S representative couldn't contextualize the purpose for the imminent escalatory of the amount due $1,424.65< transfers me to a supervisor (******). The supervisor confirms that the amount is disproportionally high due to an accounting cycle-type mechanical issue, manifesting as past wrongful payment dues. MOHELA Supervisor settled the dispute, stating these will be removed and/or substantially lowered and will be viewable online in 3-5 business days. The supervisor also sent an E-Form, rescheduling January's semester payment date to the end of the month (mitigating these recurring nuances for my prospective semester's Deferment payment approval application) contingently on MOEHLA's technical account update (again between 3-5 business days).

Issue #2: Inaccurate payment Amount Confirmed by MOEHLA is Redirected: Late Monthly Payments post Deferment approval now as 'Accrual Interest' (Dec 2022 – January 23, 2023)

MOEHLA's presenting 46 DAYS LATE for lendee, ******* *****, represents malapportioned provider payment, confirming monthly lendee obligation for December 2022 (subsuming $1,424 accrual interest to principle balance in 1 billing statement).

Per Section 7, accrual interest is optionally paid in monthly payments (document attached)
**** members utilizing the following repayment options will not have interest capitalize at the end of the deferred period:
Military Deferment
National Disaster Forbearance
National Emergency Forbearance
Return to School Deferment for the following products:
Refinance loans disbursed on or after 1/1/2013
In-School loans disbursed between 1/1/2013-6/30/2019
In-School loans disbursed after 7/1/2019 that elected interest Only or Fixed
Payment repayment option

Previously approved Return-To-School deferments (2/2/2022, 8/1/2022) resulted in $0.00 monthly dues with monthly interest notices that were optional to pay. My delayed deferment approval of the Fall semester (10/16-12/16) resulted in accruing a monthly principal billing payment of $558. From November 7, 2022 (approval date), my amount due was re-adjusted to $0.00 until December 10, when a $1,464.08 monthly installment amount appeared. As mentioned earlier, MOHELA's Supervisor, ******, confirmed the wrongful amount, which would bring my account up to date. January 9, 2023, I noticed the account still reflected the amount due I spoke to various representatives and Supervisor *****. ***** confirms the sudden monthly amount of $1,464 as chargeback accrued interest that should have been posted to my account. Supervisor claims MOHELA's limited responsibility in resolving due to interagency roles between **** and lender. The resolution ends with a "3-day lender review involving ****" and for me to contact **** to clarify my loan status as "refinance loans."

I contacted **** shortly afterward, and they confirmed that MOHELA is the only agency managing my account once my loan application is approved. Attached is MOHELA's billing statement listing the amount due for the dates in question. Why is my loan program suddenly requiring monthly interest payments? Also, how did this residual interest ($1,464) suddenly appear between enrollment dates, causing it to be 46 days past due?

I desire to work with MOHELA and bring my account to current, their self-governance and no explanation for hefty hurried charges raise significant concerns for borrowers. Although customer service wait time seemed tactful, that wasn't my concern: customer Service Supervisors and Representatives offering false information without being held accountable resulted in my 3rd complaint.

Please see documents attached

Sincerely,

******* *****
Initial Complaint
Date:01/16/2023
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 loan was transferred to them. I let them know they inaccurately represented my number of last payments towards loan forgiveness and they Did nothing.
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:01/15/2023
Type:Billing 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 loan was acquired by Mohela when I applied for PSLF about a year ago. Prior to Mohela, my loan was serviced by ****** and my IBR was $363.80. Since transferring to Mohela, Mohela states my IBR is $2600 a month. I’ve called multiple times to have my prior IBR amount reinstated and no one will correct. This conversation has been ongoing for 3 months. My income does not have to be submitted till June, yet everyone keeps telling me my only solution is to recertify my income.
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: 01/22/2023
********** ********

I am rejecting this response because I have not heard from Mohela and therefore still have an issue with them.

Sincerely,

********* *****
Business Response
Date: 01/24/2023
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:01/15/2023
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.
Happy new year , my name is ***********************, I applied for public service loan forgiveness PSLF program established in 2007 for public service workers to have student loan debt forgiven after 120 qualifying payments and 10 years of public service. I have 13 years of public full time service, 11 years of federal government service, so far 112 payments have been verified but actually I have 180 qualifying payments if Mohela would process the application, Mohela in September 2022 took over all loans from government and my loan was transferred over from Fedloan involuntarily, Mohela is 100x worse customer service than fedloan, average 6 hour wait time , nothing ever gets processed. The federal government uses PSLF as a recruitment tool , many government workers stay on for 10 years just to qualify for PSLF forgiveness, I feel as it's a scam and am cheated out of this program that I earned.
Business Response
Date: 01/18/2023
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. 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: 18813493

I am rejecting this response because:

Good afternoon, there are 2 major errors in the processing of my application, number 1 why is my 1 year of public service at United States ************** where I worked at ************* United States postal service facility from August 13th 2011 to June 26th 2012 as a postal worker rejected? Number 2 I was a Customs officer for United States government from July 1st 2012 to January 2022 , mohela was me starting *************** in ******************************* 2012, between these 2 errors I was shorted 3 years of service and 30 qualifying payments, please fix errors, I unloaded accurate documents with correct time frames on applications, your processors made mistakes. Every error costs me money I can get for overpayment.

Sincerely,

***********************
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: 01/23/2023
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:01/14/2023
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.
Hello,My PSLF application was faxed by my employer on 10/11/2022 before the 10/31/2022 deadline to qualify for the waiver of payments that qualify for PSLF. I received confirmation from my employer, however, I have not received any acknowledge of the receipt of my application by Mohela. I have contacted Mohela and have not been able to get a anyone to answer. I understand there are delays but would like to receive confirmation that my application was received and is being processed as it has been over 3 months. Thank you for your help.
Business Response
Date: 01/17/2023
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. 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: 01/18/2023
I have heard from the company. Thank you for your help.
Initial Complaint
Date:01/14/2023
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 am in the Public Service Loan Forgiveness program. I’ve been in public education for 27 years. My loan provider has changed several times over the years and is now with Mohela. I have submitted paperwork - proof of employment in public service over and over and the payments are still not calculated correctly. I’ve tried calling Mohela and am on hold for over an hour and I am a working single mother. I do not think that is reasonable to leave people on hold over and hour and no human ever picks up. So I’ve tried sending them messages through my account on their website and I keep getting an automated response telling me to better serve me I should call them! I call and cannot get through. I’m just so stressed because I am at or near the 120 payments for forgiveness and I can’t get anyone to help me.
I realize the student loan issue is a mess right now but they need to hire more people or something because this is not right.
Thank you for your time.
****** ******
Business Response
Date: 01/17/2023
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:01/13/2023
Type:Billing 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 loan was originally held by ******* Servicing which in the last year was transferred to MOHELA. Prior to that transfer I paid over 120 payments, the minimum required for student loan forgiveness. Although I certified my employment for all the required years, there were gaps in how ******* servicing identified those payments as qualified. After MOHELA absorbed my loans, I resent the same information including all required certifications. MOHELA recently sent me the same letter as ******* indicating gaps in the certification although the provided documents stated otherwise. Additionally in the month that ******* and Mohela conducted the transfer, my credit report dipped by a hundred points because both companies were reporting student loan debt. This has been a frustrating and stressful experience especially because unlike many borrowers who are simply seeking forgiveness for nonpayment, I have made the 120 required payments but cannot yet achieve the required forgiveness. MOHELA appears to be intentionally not closing out my loan though the required payments have been made and by their own documentation I have 139 qualified payments on the books. My entire professional career have been in government service including the Army, therefore there is no doubt about whether my payments are qualifying. To date I work for the Navy.
Business Response
Date: 01/17/2023
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 once again provided an inaccurate letter. For example, the letter indicates that my DOD employment and related payments began in 11/2021 although my certification clearly states 1/30/21 and therefore there should be no gaps in payment counts. Even if the letter was accurate, it demonstrates that I have made the minimum number of payments required for forgiveness under the identified program. They are intentionally dragging their feet and the stress is having dire consequences on my mental and physical health.

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.
Customer Answer
Date: 01/23/2023
Complaint: ********

I am rejecting this response because: the response continues to be the same regurgitated information rather than an accurate review of my case and an adequate response.

Sincerely,

****** ** *****
Initial Complaint
Date:01/13/2023
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 applied for Public Service Loan Forgiveness in early 2022. However, once my account was switched over to Mohela, I applied once again, to ensure that the information would be received. After months of waiting on any type of response, my account continues to state "Please allow up to 90 business days for processing. A notice will be sent upon completion" despite the fact that the information was received by Mohela in July of 2022. I have attempted to reach out via phone and have been unable to receive a response. I understand there would be delays due to the volume of request; however, at this point, there is no response at all.
Business Response
Date: 01/17/2023
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:01/12/2023
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.
Ive waited since April for my PSLF to come through. I have been a public school teacher for 21 years and have had one employer since the inception of the program. I should have been an easy case. Instead I am on my third round of 90 days. Every time MOHELA makes a mistake, I am put at the back of the line and start over waiting 90 more days. It just isnt a fair policy on its face. They should be fixing their mistakes and immediately re-evaluating our applications instead of making us start all over. I have heard from many people who are in my same situation. There is no way this is a fair way to handle this.
Business Response
Date: 01/16/2023
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. 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: 01/17/2023
Better Business Bureau:
I received a message specific to my account from MOHELA after filing this complaint. I appreciated receiving a prompt response.

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:01/12/2023
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 am a student loan borrower that has successfully completed 120 payments and qualifies for Public Service Student loan forgiveness under the terms of my current student loan. Under the previous loan servicer I was able to update my employment history at anytime to certify my employment that ultimately approved my qualifying payments. My last qualifying payment for this loan was in June of 2022. I finalized and submitted my last piece of documentation to ******* Servicing (old loan servicer) in July, 2022. I then received information that my loan was being transferred to MOHELA. MOHELA did not have record of my final documentation to forgive my loan. I created and sent an additional final document to MOHELA in October 2022. I am still waiting to have this processed or any useful information sent to me. There is virtually no way to contact MOHELA as wait times on the phone have been 2-3 hours on hold and I have had to hang up. They also say that my form needed 90 days to be processed. 90 days is 3 months of paying for a loan that I should have forgiven. I see that there are many claims of other customers that are in my same position. We all want our loans reviewed and forgiven or at least acknowledged as customers, instead of waiting 90 days for a form response.
Business Response
Date: 01/16/2023
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.

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MOHELA is NOT a BBB Accredited Business.