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

4,065 total complaints in the last 3 years.
1,385 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.

Initial Complaint
Date:01/02/2023
Type:Service or Repair 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.
I am a student loan borrower who qualifies for ************** Loan Forgiveness. I have given MOHELA the last piece of paperwork needed to clear my debt, but they have not processed it and keep telling me they will. This last piece of paper is my Employment Certification, which proves I have been employed with a public service entity for the duration. I am waiting for them to certify my employment for the past 2+ years, which is something that should actually be updated every year when I submit the forms. They haven't updated it since August 2020, and is the last thing I need them to do for my loans to be forgiven. I have participated and done all other paperwork required of my for ******************************************************************* up. I am happy to provide acknowledgements from their side of receipt of this paperwork, if requested.
Business Response
Date: 01/06/2023
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: 01/08/2023
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:01/01/2023
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 have applied for the Temporary Waiver Benefits of the Public Service Forgiveness Loan and submitted multiple documents. The second set of documents were received as duplicate even though it included addition employment verification forms. The forms were submitted in September 2022 and I still haven't received the updated credit to show these payments as credited for to bring me closer to Forgiveness. It has been over 90 days and they still haven't returned my messages that I sent via their website portal. Also phone call wait times are astronomical. I would like my account tracker updated to accurately reflect the number of credited payments since it shows I have 301 eligible payments which exceeds the 120 payment requirements.
Business Response
Date: 01/06/2023
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: 01/06/2023
Complaint: ********

I am rejecting this response because: this is an automated response with no timeline of when I will receive communication from MOHELA. I need a date when I will be contacted to further discuss the issues that were previously stated. My account continues to show processing with only one employment verification form updated to my account and the other 2 employment verification forms not credited to my account.

Sincerely,

******* ******
Business Response
Date: 01/12/2023
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:12/31/2022
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 submitted, and have had approved, employment document for 2009-2013. It has been over 90 days (which is the time stated for processing time) and I have messaged and called multiple times with no resolution. I want my payment counts towards PSLF/TEPSLF to be updated. Additionally, the website repeatedly deleted my payment count tracker and nobody I speak with at Mohela has an explanation. This has happened twice. There are weeks that I cannot track my payment counts due to this website issue.
Business Response
Date: 01/05/2023
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: 01/05/2023
Complaint: ********

I am rejecting this response because:This is a canned response and I have called and used chat feature on Mohela website numerous times in attempt to resolve the issue, to no avail.

Sincerely,

******** *******
Business Response
Date: 01/09/2023
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: 01/10/2023
Complaint: ********

I am rejecting this response because:
Mohela did contact me directly, which I appreciate. However, I and many other consumers are without our payment counts on in our Accounts and Mohela has not addressed this. They offer no reason, have issued to statement and have offered no solution to this issue. The payment tracker has disappeared twice now from my account, is not there for weeks at a time, and nobody can tell me why this is happening or what they are doing to fix it and to prevent it from happening again.

Sincerely,

******** *******
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:12/31/2022
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 loans transferred to Mohela 9/15/22. Prior to that, ******* made a mistake processing one of my employment certifications. I have sent emails through my account and was on hold one day for about 2 hours only for someone to basically give me no information. I'm currently at 87 of 120 qualifying payments. I just need my employment certified for the mistake that was made and I know I will meet the qualifying payments. We are well past the 90 days and I still am not able to get any information. The fact that I'm in a holding pattern because of someone else's mistake is frustrating and it seems Mohela should be working to rectify that as quickly as possible.
Business Response
Date: 01/05/2023
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:12/30/2022
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.
My student loans aware switched to Mohela in July 2022. I was told via email correspondence that my pslf annual renewal of income verification which was submitted in april and again (for a different employer on 10/3) would be updated on my new Mohela account by October 2022. It was not. I tried multiple times to from October to December 2022 to try to talk a a person and everytime I waited on hold and listened to their recording explaining their business. I finally contacted ************** customer support line on my kids Christmas break from school. They transferred me to Mohela and the same thing happened, on wait for a long period of time and never talked to a real person. The same evening I called ************* customer service line again and a different representativeanswered my call- and she reported the experience again, and they told me that they have been receiving alot of similar calls that no one is picking up the phone at Mohela. Her suggestion since she has no control over Mohela or any answers or access to what I was asking support with, for regarding the inaccurate pslf payment tracking amounts (stating that I have way less payments than I should), was to "wait a few weeks, and maybe they will catch up with their back log of work". I assume that was her answer because she had no way of helping me. I am extremely discouraged that I cannot discuss my concerns with anyone regarding MY student loans, especially since I have been working for Non- Profits since 2015- ONLY FOR THE PSLF PROGRAM (loan forgiveness for public servants). I am extremely disappointed and feel uneasy since my loan servicer changed to Mohela earlier thus year. I have not been able to speak to a human being, nor have I been able to get any of my questions or concerns resolved. I am filing a complaint in hopes that they are encourged to improve their business practices, and in hopes that my issues are resolved.
Business Response
Date: 01/05/2023
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:12/30/2022
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 submitted two PSFL forms at the end of August 2022 for the Limited PSFL Wavier. My Direct Loan Consolidation were completed and funds were dispersed on 11/28/2022. On 12/20/22 Mohela processed only one of my two PSFL forms and I am currently waiting for the correct count to be done in reference to my eligible payments. I called them several of days ago because the website showed that my forms had been processed only to find out that they were unable to read the second form due to it being too dark when faxed back in August.
I asked why did no one reach out to me concerning this while processing my forms because they had all of my current contact information. No one were able to justify why I was not reached out to.

I have called several of times since then and have asked to speak with a supervisor only to be placed on hold for hours and unable to speak with a supervisor. Each time I call I am told that it will take another 90 days to process my resubmitted form which was resubmitted online on 12/27/2022, this totally unacceptable. I feel that this form should be expedited in order to get my loan forgiven under the Limited PSFL wavier in which I am entitled to. It is unfair for me to be penalized due to someone else's incompetence.
Business Response
Date: 01/05/2023
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: 01/06/2023
Complaint: ********

I am rejecting this response because: The response states that my second. PSLF form was received on 12/27/2022. This form was resubmitted, it was originality. sent in August. 2022 along with the prior approved PSFL form before the October 31, 2022 deadline for the Limited PSFL Wavier. The signatures and date and the form verifies this.

Sincerely,

****** ******
Initial Complaint
Date:12/30/2022
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.
In accordance to the Fair Credit Reporting Act 15U.S.C.1681b(A)(2): Any consumer reporting agency may furnish a consumer report under the following circumstances and no other: (In accordance with the written instructions of the consumer to which it relates. I did not give written permission for, Mohela,to report to any consumer reporting agencies.This is my written instructions to remove/delete this item placed on my consumer reports immediately.
Business Response
Date: 01/05/2023
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:12/30/2022
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.
Our son was enrolled at ******** ***** ********** as a student. Due to COVID issue violation, he was removed from school and we had to pay for his tuition cost, even though he left school after the first week of this first semester during the Fall of 2020. We received an invoice from MOHELA Student Aid that he owed $807 for a loan. We were unaware of him applying for a loan and contacted ******** ***** **********. They informed us that he would not be required to pay, since he did not attend the school during the Fall semester. We made several attempts to contact MOHELA and were told there was no payment necessary. Several letters later and after several unsuccessful attempts to contact MOHELA, we applied for the student debt forgiveness program during October 2022. On December 2022, we received another invoice from MOHELA, saying ***** owed $3,570, which was 5 x the original amount MOHELA said he owed or $708 amount.
I attempted to contact MOHELA again at *** ******** and after initially reaching a MOHELA Representative, who directed my call to another department, I waited on "hold" for over 1 hour or between the hours of 3PM and 4:30PM. I have been unsuccessful in contacting a representative for MOHELA to assist with my son's alleged debt for the loan that they said he requested in 2020, even thought he did not attend the college in order to clear up this issue regarding the original $807 amount and understand how that amount grew under the CARES Act that was in place since 2020. Frustrated Parent - **** *******
Business Response
Date: 01/05/2023
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:12/30/2022
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 paperwork for public service loan forgiveness in January of 2022. In July/August of 2022 my loans were transferred to MOHELA. MOHELA has made an error in the payment count for 2 of my loan accounts, resulting in the forgiveness not being applied to those accounts. All of my efforts to contact MOHELA to resolve this discrepancy have been unsuccessful. Wait times for customer service are often more than 4 hours, and nobody responds to online messages/emails. I get different answers about this error every time I call, despite having documentation of the payments on these accounts.
Business Response
Date: 01/04/2023
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:12/30/2022
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.
Since my loans have been transferred to Mohela, I have called them multiple times and have sent emails. If someone answers, they say they will transfer me and Im on hold for hours. Today, over an hour hours. Im a public servant and have over 240 payments through PSLF waiver. Mohela is missing my payments from 2009-2013. ******* had my payments from that time. Since the transfer, its gone. ******** system doesnt show the counts since it transferred, but I have a copy of the prior qualifying payments count. Id like someone to count my payments so I can receive the loan forgiveness. Mohela keep saying their system has calculated the payments correctly, but I have worked for the Federal government for 8 years in addition to other prior qualifying employers. No consumer should have to deal with the stress Mohela is imposing. Prior to the waiver, I had 96 qualifying payments, additional qualifying employers were added during the waiver. Mohela calculation is incorrect. My loans should be forgiven under PSLF.
Business Response
Date: 01/04/2023
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.