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.
1,375 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:12/22/2022
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 submitted my application for PSLF based on federal employment in May/June 2022. I received a notice in the mail approximately Aug. 2022 stating that there was additional information required. Due to the length of time it took to receive the notification in the mail, it was outside of the window to provide an update, and required a new application, which I submitted via fax August 2022 and there was no response from MOHELA. A second application was submitted in Sept. 2022 via **** mail service; to date still no response. I checked their website and there has been no updates to my account since July 2022. I have no knowledge of the status of my application, or if it was even received. There is no response from MOHELA and attempted phone calls have been met with 4+ hours wait time and the inability to reach an actual human with whom I can speak. As the contracted provider for PSLF, the lack of communication and reporting of status if unacceptable. The deadline for submission has come and gone, and I have no idea if my application was even received in time based on the lack of updates from MOHELA. I need to know if my application was received and is being processed to have my loans transferred to MOHELA as the sole servicer for PSLF.
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:

This is standard template language that resolves nothing, does not provide a thorough explanation of the issues and disconnect with this loan service provider. This response is sent to elicit an “acceptance” from this complaint and absolve them of any further action. I require a timely, articulate response to my inquiry.

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
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. The company has made contact with me to advise a status.

Sincerely,

**** *****
Initial Complaint
Date:12/22/2022
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.
In September of 2021 i submitted TPSLF forms to MOHELA. I had confirmed via phone after multiple hours long waits on hold that my forms were filled out completely. These forms were rejected under the premise that they would not accept my signature.I resubmitted "wet signatures". (Copies of hand written pages). These forms were the rejected as they claim my employer has not having filled out information that is visibly filled out, in ink, on the forms submitted. MOHELA claims that they need contact from my employer within 60 days but i do not believe they are operating in good faith given the visible, legible forms that are filled out and in their possession.I can provide documents but these include account numbers to loan information and imm not sure how secure the records submittal is. I can provide copies of every document I've sent and every rejection I've received.
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: 01/06/2023
Complaint: 18626298

I am rejecting this response because:

MOHELA has not reached out, responded or provided me with any additional information about how to ensure that they accept my employers contact and clear, legible, written response to a form my employer already filled out.

Sincerely,

***************************
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: 01/18/2023
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.

The business has finally acknowledged that the paperwork is fully filed and processed in it's complete format. ************** and contradicting messaging continue but an official letter sent verifying is something I can keep on record should the issue come up again in the future (which i anticipate it will).

Sincerely,

***************************
Initial Complaint
Date:12/21/2022
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 my TEPSLF application on April 2022 and until now, December 22, 2020 to my application have not been processed. All the dates between July 2014 and June 2017 were not added. I called more than 12 times and was on hold with multiple representatives for 2 to 3 hours, I was told to continue to wait. My application have been outside the processing please window of 90 days. On November 22 I spoke to a representative who told me that they will submit the application for “processing” On December 22, I received a message responding to my message from September 22 that it will take 3 months. The message is not even acknowledge that my application have been “in process” since April 2022.

Your representatives are not able to provide a concise answer. They have not been trained to provide any specific information. They were not able to give me contact information regarding the accounting or application processing department. I requested to speak with a manager and waited on hold for three hours until the line got disconnected. For more than seven months, they kept telling me to wait until one representative on November 22 stated that they should’ve submitted the application for reprocessing instead of telling me to wait.
My request is simple: please add all the dates between July 2014 and June 2017 to my eligible payment. Currently when I check, my MOHELA account, random months were added in the others were omitted. My employment verification was also submitted in April 2022 and my employer is eligible.

Can you please help,
Business Response
Date: 12/27/2022
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:
this is exactly what MOHELA does. auto generated messages with all the incorrect information they have in their website.

They sent a generic autogenerated letter telling me about my number of payments (still incorrect number). The reason why I submitted a complaint is because this number is incorrect and needs to be fixed.
They did not address any of the complaints I had. They did not even acknowledge that I submitted at TEPSLF in April 22 and it still not being processed correctly.They didn’t take the time to read my complaint or add any missing dates. I attached a copy of their garbage letter.

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: 12/30/2022
Complaint: ********

I am rejecting this response because:
Their response this time was more informative than the previous response. they acknowledged that my employer is an eligible employer and they acknowledged that their system did not account for multiple months. I work for the same employer for 36 months, and only 15 months were added.
Thank you for the quick response. I truly appreciate it. I understand that the payment count might not be up to date but you should’ve added all months between 07/14 to 06/17. As you indicated in your letter, the following months were not added.

12/27/22 letter
“Our records indicate that your loans have so far been evaluated against these above criteria for PSLF, yielding the following unassessed periods for your Direct Consolidation loan:
July 2014
November 2014 - September 2015
November 2015 - October 2016
February 2017 - March 2017
July 2017” this is a direct quote from your letter.

CAN YOU PLEASE ADD THE MONTHS LISTED ABOVE.

Sincerely,

******* *****
Initial Complaint
Date:12/21/2022
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 HAVE FULLFILLED ALLL MY OBLIGATION WITH THE PSLF AS OF 12/31/2017, THAVE NOT UPDATE MY COUNT CORRECTLY I WAS ON THE DISCHARGE LIST AS OF 11/9/2022 AND WAS AAPPROVED AS OF 12/13/2022 BY THE DOE I HAVE COMPLETED THE.120 I HAVE BEEN A COP FOR 22 YEARS ZERO MY ACCOUNT
Business Response
Date: 12/27/2022
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:12/21/2022
Type:Product 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.
Mohela is my student loan servicer. I contacted them several months ago to request a refund of all monies paid during COVID.

They agree.

Then only sent me less than a third of the refund I am entitled to.

I have spent significant time on the phone with them, just to be consistenly re routed, placed on hold, and never reach the right person.
Business Response
Date: 12/27/2022
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: 12/27/2022
Complaint: ********

I am rejecting this response because:

A big part of the entire issue is that Mohela has blatantly refused to answer their phones and they most assuredly have never, not one time, called me, nor written to me.

Sincerely,

******** *********
Initial Complaint
Date:12/21/2022
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 had applied to the **** program. originally my loans was with *** ***** and transferred to Mohela. My loans was transferred to Mohela in May of this year. The first time i contacted Mohela about the transfer they told me that my loans was transferred in June and that in 90 business days my payment tracker will be updated. I I contacted them again in August and was then told that my account wasn’t fully transferred from *** ***** and that it should be transferred at the end of the month and my account should be updated in 90 business days. Their website does not give any dates or information on your account such as dates when Mohela received a student account. if they received any **** forms that was received. This progress is frustrating as in my case i am waiting for my loans to be discharged to purchase a home. I feel as though Mohela keeps pushing the dates that they received a person application from *** ***** to keep pushing back the date that they update people accounts. As of now i have made my 120 payments and will like my account to reflect these payments and receive documentation from Mohela stating that my loans will be discharged and a timeline to when it will be reflected on my credit report
Business Response
Date: 12/23/2022
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:12/20/2022
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.
In July of 2022, I submitted my final ****** ******* **** *********** application to have my loans forgiven completely, having worked in nonprofit for 10 years and completed the 120 on-time payments. At this time, ******* ********* was transferred to Mohela. They asked that consumers wait to contact them until mid-October once they had time to transition. Also at that time, 90 days (3 months) was the communicated wait/turn-around time for applications such as mine to be processed. I spoke with someone in mid-November at Mohela, and they said that they have everything they need from me, confirmed a few pieces of information, and said I should hear from them in two weeks and they weren't sure why my application hadn't been moving along. They did not contact me, so I called again on December 13 to inquire. During this call, they said they had everything they needed but would not give me any indication on what was taking so long and also would not give me any indication about when I would hear a decision. I told them I was told 90 days, and we are way past that. I told them I was told I would hear from them in two weeks after my November call. They said there's nothing they could tell me except that they have everything they needed from me. I am seeking your help having them complete the process on my behalf in a professional, timely manner.
Business Response
Date: 12/23/2022
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:12/20/2022
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.
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. Im a public servant and have over 140 payments through PSLF waiver. Mohela is missing my payments from 2009-2013. FedLoan had my payments from that time. Since the transfer, its gone. FedLoans system doesnt show the counts since it transferred and they shared they cant give me a copy. Id like someone to count my payments so I can receive the loan forgiveness.
Business Response
Date: 12/23/2022
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: 12/23/2022
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. Its with your support that MOHELA sent correspondence in writing. There was an apology for long wait times and shared they will be in touch regarding payment count updates.

Sincerely,

*****************************
Initial Complaint
Date:12/20/2022
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.
The wait times are exponentially long to speak to a customer service representative. I have been on hold for two hours (currently)because the inital rep was unable to answer simple questions I had regarding my denied **** waiver, which she could not even explain why it was declined. I had to be transferred to someone else who had the ability to look further into my account. Why cant you look further into the account? Also The verbage on the **** declination letter is confusing and i am convinced this is an attempt for us to avoid calling Mohela or questioning them altogether. I am already exacerbated and annoyed.
Business Response
Date: 12/23/2022
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:12/20/2022
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 to Mohela in July, and filed, via fax, the first **** application on August 26, 2022. I then uploaded the same document on 9/7/22, because when I talked to them a day or two prior to that, they had not received my application yet. On september 15th I received a letter saying that my request had been received, and that it should be processed within the next 10 business days.

I did not receive anything from them until 10/21/22, when I emailed them asking about the status, and then that afternoon I received a letter stating that I didn't qualify for ****, and that I had work status dates missing. The application I sent in, had 4 pages of work verification, and they only looked at the first 2, so only accounted for work up to 2011. Then another letter said that I was missing employer information. I re-uploaded my application, exactly like the one that I submitted, with all 4 employer pages, and they have it received on 10/31/22, and are now saying it's going to be another 90 days for them to review my "corrected" application. I keep trying to tell them that it's not corrected, it's the same one, and that they overlooked the last 2 pages, and that I shouldn't go to the back of the line because of their error.

I then filed a complaint with them, where I was told I would get a response in 3 days, and I didn't receive one for several weeks. I have called multiple times, some times being disconnected because their call volume was too high.
Business Response
Date: 12/23/2022
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.

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MOHELA is NOT a BBB Accredited Business.