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

4,059 total complaints in the last 3 years.
1,380 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: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 have submitted all of the forms to update my PSLF and the temporary waiver that expired in October late summer. My PSLF progess was down to 3 months remaining before they processed the documents. After they processed the documents, it went up to I think 12 months, but I cannot access the count right now. My account page changed with a statement that says due to the status of my loan there are limitations on what can be viewed. I have received no correspondence about this issue and have received no replies to my last two emails and the forms are still not processed. I have tried calling several times and get disconnected after nearly an hour waiting never reaching a real person. I want answers to my questions submitted in my emails and my PSLF updated properly with explanations.
Business Response
Date: 01/03/2023
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 loan was transferred to Mohela for the TPSLF program. I submitted all documentation in July 2022. I received a letter from Mohela on Oct. 25, 2022 stating that I only made one qualifying payment. This is not correct and I have documentation from ******* (previous servicer) showing all of my payments made from 1/2007 through 5/2022. According to the letter I received from Mohela, if I disagreed with their findings, I could submit a letter stating as such. Since I disagreed and have documentation of my payments previously made through *******, I uploaded my written complaint and copy of my payments made through ******* to my account through Mohela. As of today, Dec. 30, 2022, nothing has been done to review my account. I attempted to contact Mohela several times, however the recording stated that they weren't accepting calls due to the amount of applications they received. I couldn't even talk to anyone! Additionally, I filed a complaint through student aid.gov (Feedback Case #********) on 10/25/22 and never received a response. My complaint is still showing as "In Review" even though I was supposed to receive a response within 15 days from the date of complaint. I need for someone to review my payments, tell me what my correct payment count is, and contact me IN WRITING with this information. I do not accept that I have one qualifying payment. Again, I have printed documentation of ALL my payments to ******* that qualify toward the forgiveness program. All of this documentation is attached to this complaint through BBB.
Business Response
Date: 01/03/2023
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:12/29/2022
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.
I am applying for ************** Loan Forgiveness (PSLF). I have been with FedLoan previously and they have since moved over my loans to Mohela.Ive sent my updated employment certification in May 2022 but was not been updated when checked in October 2022. It continued to say its eligible but not yet certified so I sent another one at that time on October 14, 2022. They responded a generic response with FAQs and that it would take up to 90 days to process forms.I called customer service on November 16, 2022, and explained my certification forms have been received but says they are both duplicates and have now been CANCELLED. They weren't sure why both were "duplicate application" and both "processed as cancelled". The customer service representative also had no record of explaining anything (I was so confused as was the rep). I send the same October 2022 form again that same day. The rep said it would take another 90 days to process. If they count correctly, I should be done with student loans after December 2022. However, I can't send in another updated (and final) form because I am concerned it will again be cancelled. As of today, it's still in process.I also want to note that they have not approved (noted under qualifying but "employment not certified") my previous employment from 10/2007 to 7/2008. The 2007-08 was included when I was with FedLoan. Mohela representative said it does qualify but never received the form.
Business Response
Date: 01/03/2023
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: 01/05/2023
Complaint: 18659321

I am rejecting this response because: I was not given information about the outcome of my **** employment certification and I have no idea how many remaining payments I have because it is now blocked from me when I access my account.
I was sent a message from the loan company that was an attachment of part of my employment certification that needs to be processed and counted toward the **** amount remaining. No other message explaining why I was sent this attachment. I responded back that I was unsure why it was sent and that I would like the form processed along with the rest of my forms.

At this point, nothing has been resolved. I sent a form I sent them with no explanation and I can no longer see details, such as my **** payment count.

Sincerely,

*******************
Business Response
Date: 01/09/2023
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: 01/10/2023
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 contingent upon the fact their letter is accurate once the paperwork grows through with the government. Much appreciated.

Sincerely,

*******************
Initial Complaint
Date:12/29/2022
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.
They flagged my credit report stating they could not reach me and that I didn’t pay off my debt when my loan was transferred to them and, they have all my info including my phone number AND I already apply for debt relief through the Biden Debt Relief Plan which everyone knows loan payments have been PAUSED until June 30, 2023. I have had a loan with another provider in the past and they never did that to me. They simply called with any questions. Then, you call them and you cannot get a CSR. It took 30 me minutes of pressing the same options numerous times for someone to finally come to the phone. I gave her my address. Then I was transferred to a department that was supposed to remove the Flagg off my report and assured I would only be on hold for a minute and was on hold for over an hour and a half! No one ever came to the phone. My problem is still not solved!!! This is a terrible company and has no real CSR to Assit you. I NEED THIS TAKEN OFF MY CREDIT REPORT. Please help. Thank you.
Business Response
Date: 01/03/2023
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:12/29/2022
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 qualify fully for Public Service Loan Forgiveness which is (supposedly) being administered by MOHELA. I have worked for a Public School District for over 10 years and have qualifying payments going back over 12 years with no defaults. I currently have my student loan through ***** ***** which means that to process my forgiveness Mohela will need to transfer the amount from ***** ***** to themselves. Mohela has not processed this from ***** ***** going back to September 22 when I first applied. This means that they cannot even begin processing my forgiveness which is over $40,000. I have applied twice through the mail and once by fax just to make sure they got my application. Their records show 9/20/22, 9/28/22 and 10/07/22 as the dates they received my applications. Under all these dates it shows "processing" while at the same time under documents received it shows that there are no documents received. Conversely when I go to my ***** ***** account I show the full balance still with them. This means that my PSLF cannot even begin to be processed. They ask that you wait 90 days for the loan to be forgiven. My application is now over 90 days with no end in sight. I have sent numerous messages and made phone calls only to have the messages ignored and the phone calls abandoned. Phone calls can take hours on hold. For resolution I would ask that my balance be immediately transferred from ***** ***** to Mohela and the loan be forgiven. I do not have an account number with Mohela so I guess my information is under my address only.
Business Response
Date: 01/03/2023
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: 01/17/2023
BBB RE ID#********-Mohela I received notice that this complaint was not answered so it is closed. There has not been a resolution to my Public Service Loan Forgiveness application and Mohela has still not ordered or received the necessary Loan Account information from my current loan provider ***** *****. They cannot grant forgiveness until they receive the loan from ***** ***** and process it. I can say the answer from Mohela did not solve my dispute and they did not answer in a timely manner. I have completed all necessary requirements for PSLF so it should be given in a timely manner. Can you reopen my complaint against Mohela or do I need to start over again and file a new complaint?
Total forgiveness of Student Loan under the Federal Public Service Service Loan forgivess program
Customer Answer
Date: 01/17/2023
I would like to reopen my compliant.
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: 01/22/2023
Complaint: ********

I am rejecting this response because: According to Mohela my complaint was processed on 9/20/2022 which would have required them to have my current loan transferred from ***** ***** to Mohela so they can process the payments and forgive the loan under PSLF. Instead when I check Mohela's website under documents received they have not received anything from ***** *****. This has been over 4 months and still no action has been taken so I don't believe they have even asked ***** ***** for my records. My employment has already been certified 10 years working under an approved program under PSLF and my payments go way back well over 10 years with no defaults or late payments during the entire time. I am 100% eligible for the Public Service Loan Forgiveness program but with the neglect to my account from 9/20/22 no action has been taken. My loan should have been forgiven already.

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.
Customer Answer
Date: 01/26/2023
Complaint: ********

I am rejecting this response because:

Mohela admittedly has accepted my 10 plus years of work service for forgiveness and now has the records from ***** ***** from my loan consolidation. My application date was 9/20/22 and forgiveness is granted under the Public Service Loan Forgiveness Program. Payments go back over 15 years and they are qualifying payments. There are no late or defaulted payments on the record. Mohela has all the information to forgive the loan and send me a letter verifying full forgiveness with a zero balance. This has been over 4.5 months of waiting. They need to totally forgive the loan and send me a letter saying the loan is forgiven. There answer without action is rejected for this reason.

Sincerely,

***** ******
Initial Complaint
Date:12/29/2022
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.
Bad, incorrect, misleading information, lots of incorrect information on the emails and the reps. The new reps really. Adjustments should not take 3 months.
Business Response
Date: 01/12/2023
MOHELA has received this customer’s inquiry. A written response was sent to 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:12/28/2022
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 switched from ******* Service to Mohela in December of 2021. Since the possibility of loan forgiveness through the ***** Administration I have been in contact with Mohela. I have called more than 10 times and every time I get a different answer and a different time frame on when to expect my needs to be met. Mohela stated they would send me my payment history during forbearance, NEVER received even after multiple calls. Have spoken to multiple employees on refunding payments made during forbearance and have only received the 1 payment I made to mohela, and nothing from what I paid to ******* services which I specifically asked for. Many employees appear to give whatever information is wanted to get off the phone quicker. I know these are unprecedented times but this is hard earned money I am trying to keep track of and I don’t have 4-5 hours a week to spend on hold to resolve an issue that was suppose to be resolved during a previous conversation with mohela employees. I would do anything to change loan servicers because mohela has been a joke ever since I was transferred to them.
Business Response
Date: 12/30/2022
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:12/28/2022
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 consolidated my loans with Mohela this year. I have sent several messages with questions to them. Sometimes taking over a month to respond. When they do answer it says call them. I waited 4 hours on the last call. A person answered and hung up immediately.
I have been told that my information will update for months now. I call every month and I am told, your numbers will update by the end of the month. This was in August, September, October, and now in December. I have been assured I am just being impatient.
This company appears not to be able to undertake the job they are supposed to be doing. They are the only loan servicer for the TPSLF. It is beginning to be ridiculous.
Thank you
C****** ********
Business Response
Date: 12/30/2022
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:12/28/2022
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.
MOHELA has poor customer service and little or no way of contacting them if it’s not by mail. I have been trying to speak with someone there since September 2022 and have yet to hear about my loan forgiveness status. They don’t check paperwork throughly and I am forced to redo everything over again.
Business Response
Date: 12/30/2022
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: 04/17/2023
Mohela makes it impossible to talk to someone. I am trying to get my Employers certified so my payments are eligible and its the third time they don't read my paper work to prove my employment for 2016. Mohela only has certain forms you can upload, of which make it hard to determine what my form is actually certifying. For example, they are all the ************** Loan Forgiveness and keep telling me I don't certify, which I know, I am simply trying to certify past employers. If they had a specific form for Employment Certification then it would be easier for them to understand my paperwork. All of this could be avoided if they had actual people to talk to. The number they provide only give you touchtone options and never the opportunity to speak to a representative or anyone. I would not have to complain about this if they had actual people available to talk to.
Business Response
Date: 04/17/2023
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: 04/18/2023
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 wait for the written response on the website - if it does not happen I will file another complaint.

Sincerely,

*********************
Initial Complaint
Date:12/28/2022
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 received a letter from MOEHLA yesterday (12.27.2022) that my PSLF application was denied. However, my loans were never transferred to MOHELA because my TEPSLF was granted and my loans discharged by FedLoan Servicing in August 2022 (retroactive to May 2022, when my TEPSLF application was submitted and my qualifying employment confirmed). I'd like to know that MOHELA is aware that my loan balance is now $0 and that they won't be trying to get any payment from me when the loan repayment pause ends. I have email and hardcopy documentation from FedLoan Servicing about my successful TEPSLF application, $0 loan balance, and cancellation of transfer of my account to MOHELA if needed.
Business Response
Date: 12/30/2022
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: 01/06/2023
Complaint: ********

I am rejecting this response because:
I have received your response to complaint #********, which I filed with you on 12/28/2022 about MOHELA. I have reviewed the response and, by this email, am notifying you that I reject the response. The response indicates that MOHELA is not permitted to share "borrower-specific information" with you. However, the basis of my complaint is that I AM NOT A MOHELA CUSTOMER, therefore there is no borrower-specific information they can provide other that what I requested in my complaint: confirmation from them that I am not their customer.

The basis of my complaint is that they sent me a letter indicating that I am not eligible for loan forgiveness. However, my loans were forgiven months before clients were transferred from FedLoan Servicing to MOHELA. Because I had a $0 balance and my loans were discharged, my account wan never transferred to MOHELA from FedLoan Servicing. As far as I can tell, MOHELA should not even have my name or contact information, let alone send me a completely false letter. If there has been some error between FedLoan Servicing/DOE and MOHELA, one of them needs to respond to explain the letter I received from MOHELA. My private information should not have been shared with them.

I look forward to an actual response from you, MOHELA, and FLS or the DOE.

Sincerely,

***************************** **********
Customer Answer
Date: 01/10/2023

Yesterday, I received a confirmation letter from MOHELA that their communication to me was a mistake, that I was never transferred to them, and that my TPSLF had, indeed, been approved months earlier. You can close this case.

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MOHELA is NOT a BBB Accredited Business.