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

4,050 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: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.
I have been trying to contact Mohela since my loans were switched to them. I haven't heard a word and they are not going over any documents. I am trying to update my PSLF information.
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: 01/03/2023
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:12/28/2022
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 were transferred from ******** to MOHELA. I work in the non-profit second and working towards PSLF. I've made over 140 payments on my undergrad loans and the balances should be forgiven. I'm over halfway to my grad loan forgiveness. I submitted employment verification on May and October 2022. Neither have been reviewed and my payment history updated.

Second. Shortly after this company began servicing my loan I called and requested a refund for the six payments I made during the pandemic loan freeze. I was told I would receive a check in a few weeks. Several months later I have not received.
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:12/27/2022
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 initially started this process of my pslf lian forgiveness with *** **** ********* for about one year of speaking with these untrained operators that will tell u anything to shut you up. Submitted the same information from my employers 4 times and each time a new excuse such as an electronic signature. I was told that my loan was forgiven then was transferred to mohela, what a joke. Now have been in contact with mohela for the same issue which is an easy review, all the info is there with at least 4 copies in front if them. After waiting on hold for hours I have once again been told that my account will be reviewed however I cannot speak with an account manager who can actually review and make the changes. Call back in a couple weeks I am told and now call back in February. One operator told me I might get a refund just so I would end the call. I have never been treated with such disregard and am very unsatisfied with the education department. I just need about 30 minutes of an actual account managers time and this can be taken care of. This program is unfortunately being driven politically and once again the working class is being ignored but yet the media is praising politicians for our vote. What a joke!
Business Response
Date: 12/29/2022
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:12/27/2022
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.
Hello,
Mohela took over my student loans around October or November of 2022. I have not been able to reach a representative since they have had my loans. I have tried calling and emailing them multiple times. Every time I call them there is a 30 minute to a 1 hour wait time and when I email them they never respond.

I need to know what the status of my loans are. I have specific concerns I would like an answer or explanation for. The emails and letters they send me are generic to all the loans they finance or when they send me letters about my account they all contradict each other.

My main issue is that I need to know that my loans are still in the Public Service Loan Forgiveness (PSLF) program and that they are not in deferment. Also, that they have the accurate start date to my PSLF.

I only want Better Business Bureau to help me reach a representative of the company.

Thank you.
**** **********
Business Response
Date: 12/29/2022
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:12/27/2022
Type:Billing 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 student loans were moved over to MOHELA at the end of 2022 and when I logged in to create my account, it indicated I was one payment away from PSLF. I didn't feel that was right, since I have October **** on my calendar as the eligible date. I called in and spoke to a rep that said a number of my qualified payments no longer counted because I didn't file paperwork between October 2021 - October 2022 and my final payment would be July ****. I knew all of this was false because I had filed paperwork every single year and the borrower before them counted those payments toward my PSLF. It had nothing to do with the October 2021 - October 2022 program. When I told the rep that was incorrect and that they have paperwork qualifying those payments, he just repeated himself over and over. I asked to speak to a supervisor and I was left on hold for over an hour until I gave an up and came to BBB to help mediate.
Business Response
Date: 12/29/2022
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: 12/31/2022
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.
Thank you very much for your help!!

Sincerely,

*******************************
Initial Complaint
Date:12/27/2022
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.
On/about June/July 2022 I applied for loan forgiveness as a public servant having met the qualifying time. On Sept. 27th, 2022 Mohela wrote that it would be 90 days. I have called Mohela several times and reached out to ******. Mohela said the loan has not been transferred but I am approved. Today, I have been on hold for 1 hour trying to learn when I will receive the forgiveness. I am seeking forgiveness of the loan plus payments made since time of application and any interests. I believe Mohela and ****** are conspiring to earn additional interest through delays.
Business Response
Date: 12/28/2022
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: 01/10/2023
Please reopen or keep open the complaint. I was on vacation. However, I was on hold with Moehla again today for two hours with inconsistent service. When the representative who was putting on hold did reply she said a refund would be processed in 60 days. Then she later said that they don't have my loan. Then she said my loan is not a direct loan.

I need a manager to call me from Moehla to resolve this matter.

Thank you.
Business Response
Date: 01/10/2023
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: 01/11/2023
Complaint: ********

I am rejecting this response because:
They call. They leave a message with the same generic phone number to reach them. I try amd call back and I am on hold again. It is an ineffective way to do business. If someone calls me they should leave an extension where they specifically can ne reached or designate a time when they will call back. It is absolutely unfair the way they treat customers.

Sincerely,

**** ******
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.
Customer Answer
Date: 01/18/2023
Complaint: ********

I am rejecting this response because Moehla never contacts me. They respond to BBB saying they will contact me and it does not happen. My preference is that they should provide me with an actual phone ext. to reach a representative and not a regular customer service line where I am on hold for 1.5 hours.

Sincerely,

**** ******
Initial Complaint
Date:12/24/2022
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.
i would line my payments for my PSLF updated. I have uploaded my forms multiple times and the one time they stated it did not have a signature which it clearly does and it clearly states that i was employed which they said it didn't, now they want me to call a special department because they don't want to do their job and i have some of them that i uploaded in October that are still processing and then they will say it is missing one thing or another rather than looking at the form and seeing that all the information is there. I wish we were asked if we wanted our loans transferred rather than just transferring them. they have not credited one payment for this 2020 and i have worked for a qualifying employer since 2015. I have the forms if you would like to see them
Business Response
Date: 12/28/2022
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:12/23/2022
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.
My loans were consolidated in 7/2022 & transferred to Mohela in 8/2022. On 9/9/2022, I submitted 2 accurate & up-to-date PSLF Application/cert forms. At that time, I was told that it could take "up to 90 days" to process the forms. My account page does not indicate on what date they were "processed," but I know that it was completed some time in Nov. Shortly after the status was changed to "processed," my payment count changed to indicate that I had "125 Eligible Payments," but that "38" of those "Need Employment Certification" so only "87 Qualifying Payments." My Mohela account history, shows that they included "payment" periods from before I was employed. They are not including the months between 4/2020 & 7/2022 for which I submitted employment cert & should automatically qualify based on the Covid 19 Emergency Relief pause. Additionally, there are 3 months (1/2014, 2/2014, & 3/2014) which are not included in my count at all. I have made several attempts (phone, chat & messages) to get explanations for this inaccuracy in my count, & have received none. Mohela representatives continue to recite that "it can take up to 90 days for certifications to be processed." When I pointed out that my certification forms were originally submitted on 9/9/2022 (more than 90 days ago), I was told that they can also take up to 90 days for the counts to be updated after processing. So- up to 90 days to process & then up to 90 days to update! So they are talking about a total of "up to" 6 months to process. Without an accurate count, I have no way of knowing if I'm going to need to submit an additional cert form when they've finally completed my count. If Mohela determines that those 3 months don't qualify, I will need to submit another form at the end of Feb, & potentially wait another 6 months for Mohela to process. Basically, I have reached 120 qualifying payments as of Nov 2022, but I am stuck waiting indefinitely for Mohela to update my counts.
Business Response
Date: 12/28/2022
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: 12/30/2022
Complaint: ********

I am rejecting this response because:
I received an email message from Mohela today with no answers to the concerns posed in my complaints. They gave me a standard reply indicating that "as of this writing, you have 87 qualifying payments." That's exactly what I stated in my complaint. What I want to know is why the other periods (especially during Covid months) are not included in my count. I understand that processing takes time, but 1) the Covid exception is pretty straightforward and automatic (I worked for a qualifying employer and my cert was approved for that entire time period) and 2) stop telling people that it could take "up to 90 days" when it consistently takes more time.

Sincerely,

******* ***************
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:12/23/2022
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.
Like many other student borrowers my student loans were transferred from FedLoans to Mohela. Since the change, it has been a complete disaster. To start, you can never get anyone on the phone; the wait times are extremely long and they lose track of your documents. I have been on the **** for a few years now and since switching to Mohela I have encountered major errors with the number of payments qualified vs payments left to make. Under the ****, I am required to make 120 payments towards my loans and the rest is forgiven. My **** qualifying payments are incorrect. Prior to the change from Fed Loan there were more payments forgiven and now the numbers are less. I have been trying to get this corrected since the switch to Mohela and I have submitted the ****, three times! Mohela has my employment ending on 4/2022. My employment did not end on 4/2022. 4/2022 was the date that the form was signed again after having to send it to Mohela several times for them to make corrections for it to still be incorrect. All of my payments during the CoViD-19 pandemic should be counted towards forgiveness and they are not! My employer has been the same for over 12 years! For over 12 years I have been employed with the federal government. I dont understand why I am having to keep making contact to have this corrected! All is I want is for Mohela to fix the number of qualifying and remaining payments! I am not the only one having this issue since the switch to Mohela.
Business Response
Date: 12/28/2022
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: 12/28/2022
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:12/22/2022
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 been with Mohela as my student loan provider since 2013. I do not remember my servicer prior to the March 2013 move, but I do remember that the Mohela move occured around that time. I recently applied for student loan forgiveness under the TEPSLF in March 2022 just shy of 10 years in federal employment. I heard absolutely nothing from Mohela until June 2022 when I was informed that I needed to wet sign my application. I resubmitted the same form deleting the digital signature for a wet one. Within this time Mohela took over the PSLF program and my account was finally updated and I was 12 payments short for forgiveness. Of those 12 payments, 9 needed employee certification.I called and was told that even though my application was process in August 2022, my qualifying payments that included employee certification stopped because the application was signed in March 2022. I didn't find out this information until after the TEPSLF deadline had passed. I decided to look closer at the qualifying count and noticed that from Aug 2011-May 2012 were accounted for and from April 2013 to present was accounted for but the payments between Jun 2012 and Feb 2013 were missing. I called to inquire about these 9 payments that would help put me over the threshold for forgiveness and was told the payments were approved but my account was still in review. There is no indication that my account is in review on the Mohela website and my application is listed as processed. When I asked how 9 months of payments were harder to update on my account than the 10.5 years of payments I have been making including directly after graduation when Mohela wasn't my servicer, I received no response. I know that under the TEPSLF I qualified for loan forgiveness but Mohela is refusing to update my account to reflect that. I have even reached out to my local Congress representatives and the White House. Mohela is refusing to update my account and it's frustrating because I've met the qualifications.
Business Response
Date: 12/28/2022
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: 12/28/2022
Complaint: ********

I am rejecting this response because: they have not reached out or updated my account.

Sincerely,

****** ********
Business Response
Date: 12/29/2022
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: 12/29/2022
Complaint: ********

I am rejecting this response because: message I sent back to Moehela

per my BBB complaint, as of March 2014, I had been employed with the Department of the Navy 117 months. How is it that my count is only 108? Also per my complaint, there is a gap in payments between June 2012 to Feb 2013. Those 9 payments are also not accounted for in my qualifying payment counts. If you can go back and see that I was in forbearance from August 2011 to May 2012 and no payment in March 2013 due to my loan servicer switching, you can surely account for those 9 months of payments. I will continue to keep my complaint with the BBB until those nine payments are accounted for and my qualifying payment counts updated.

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.

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MOHELA is NOT a BBB Accredited Business.