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.

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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:12/13/2022
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 tried to contact MOHELA numerous times since my loans transfered over from *******. I have submitted the full PSLF applicaiton to them twice for review, both before the waiver. Today the first representative told me on the phone that there was nothing on my file showing anything had been submitted. When I explained I had copies on what was sent and when it was sent I was put back on hold and have now been on hold for 3:22 as of writing this email. It is completely ridiculous and seems to be the same problem many have voices on this website.
Business Response
Date: 12/15/2022
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:12/13/2022
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 PSLF form May 2022 and it was successfully processed. All of my student loans were moved over to Mohela and I received notice of the transfer. After the process was complete - I noticed on my account, that after June 2022, Mohela stopped certifying my employment. I called at least twice and messaged online about how to recertify my employment. None of the customer support contacts seemed to know how to recertify my employment - I have not changed jobs since 2018. All of my history and employment transferred successfully except anything after June 2022. They even instructed me to send in a second PSLF form, which I did but never heard back on. I am getting penalized on my account for each month that my employment is not certified, which means it will take longer to pay my loans. After trying to get this resolved for 3 - 4 months, I can't get into contact with anyone from Mohela that can resolve the problem. When I contact them online, they say to contact customer support, but if you call customer support they are no longer accepting calls.
Business Response
Date: 12/15/2022
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: 12/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** - Mohela finally reached out to me with information that I needed for my account and resolved the issue. I received a reply today (12/21) with an explanation of what was happening with my account and instructions on how to remedy the situation in the future.
I appreciate the help from the BBB in getting this resolved - I had been trying to contact Mohela for months on something that took a paragraph of explanation and not long to resolve.
Sincerely,

**** ****
Initial Complaint
Date:12/13/2022
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.
MOHELA has shown they are incapable of providing the promised services to their borrowers. They make mistakes and make zero attempts to fix it in an expediated manner.

My last Employment Verification Form (ECF) for the Public Student Loan Forgiveness Program (PSLF), of which MOHELA is the only servicer handling those accounts, was marked erroneously as a duplicate form. This is due to either sheer incompetency by MOHELA or, based on the number of other people with this issue, purposeful obstruction to delay these loans being forgiven. Because of their error, I had to spend time reaching out to customer service who then told me I was back at the beginning of an insane 90+ business day wait. This is unacceptable. Either your system or your employees are incapable of doing their job properly yet the borrowers are the ones who have to pay for these mistakes. MOHELA needs to fix their mistakes and expedite forms when they error.
Business Response
Date: 12/15/2022
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:12/13/2022
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 faxed 3 separate pslf waiver forms to mohela fax number before the October 31st deadline and received fax confirmations that the faxes went through. I tried several times to call mohela to make sure that they were received but was disconnected or put on a loop recording after a couple of hours. I then emailed them through my account and it took them nearly a month and 2 emails before they finally responded. They are claiming they never received my pslf waiver forms that I faxed. They told me yo submit new ones but now the waiver is over so they will not count them. This is completely unfair as I have proof they received the 3 that I faxed. It is not my fault the lost them or failed to process them. They need to find my pslf waiver applications and process them.
Business Response
Date: 12/15/2022
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: 12/15/2022
Complaint: ********

I am rejecting this response because: Mohela did not address my complaint. They only referred to an old pslf application from 2021. They did not address the 3 different applications I faxed on October of 2022 that they are saying they did not receives, yet I have proof the faxes went through. They also did not provide a way for me to get a hold of them nor did they offer to contact me.

Sincerely,

***** ********
Business Response
Date: 12/21/2022
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:12/12/2022
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.
The poor handling of my loan transfer caused my credit score to go down 25 points. This is unacceptable. Not only do people have outrageous loan amounts, now they have trouble getting credit to buy a vehicle or house because of incompetence. I would like this addressed to fix my credit score. The deletion and opening of a new loan account is a very poor effort of loan transfer and only benefits the loan holder and negatively affects the consumer.
Business Response
Date: 12/15/2022
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: 12/15/2022
Complaint: ********

I am rejecting this response because:
I have not received any communication from the company.

Sincerely,

******* *****
Business Response
Date: 12/21/2022
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: 12/23/2022
Complaint: ********

I am rejecting this response because:

I have not received any communication from the company

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.
Customer Answer
Date: 01/31/2023
Complaint: ********

I am rejecting this response because:
It does not address my concerns and is a generic blanket response.

Sincerely,

******* *****
Initial Complaint
Date:12/09/2022
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.
My Federal student loan was transferred to Mohela loans company in Aug. 2022. It has been nightmare since. I spend hours on the phone waiting for someone to answer, which usually does not happen. When I get a live person they have no clue how to answer basic questions and do not appear to be able to look at my account to answer account specific questions. They get rude and frustrated and tell me to email the company, that they can't help me. When I ask for someone senior to talk to that *** know how to answer my account questions I get hung up on - note, I was being polite. I have emailed the company many times and after a month I will get no response or a response like this: MOHELA's Response:Thank you for contacting MOHELA,We apologize for the length of time that has passed since we initially acknowledged your email inquiry. If your inquiry has already been resolved, we hope that it was resolved to your satisfaction. If your inquiry has not been resolved, please call our **************** at ************. If you need more information about ************** Loan Forgiveness (PSLF), please visit StudentAid.gov/pslf or call ************. We have also included a few of the top PSLF-related Frequently Asked Questions (FAQ's) below.
Business Response
Date: 12/13/2022
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: 12/13/2022
Complaint: 18550022

I am rejecting this response because: This is what the company does. It sends a pat auto response and does nothing. If they do respond at all its generic and does not address any personal issue. The letter they send I'm sure will say to call or email them and nothing else. I want my records updated to reflect what the government policy is, this is the only response that is acceptable. Below is what I have been trying to get Mohela to complete on my account, which they have not done or responded to.
****:
You may receive credit for past periods of repayment on loans that would otherwise not qualify for ****.
If you had FFEL Program loans, Federal ******* Loans, or other federal student loans, and took steps to consolidate your loans into a Direct Consolidation Loan to qualify for ****, you can get credit for past periods of repayment prior to the consolidation.
Past periods of repayment will now count whether or not you made a payment, made that payment on time, for the full amount due, or on a qualifying repayment plan.
Forbearance periods of 12 consecutive months or greater, or 36 cumulative months or greater will count under the waiver. In fall 2022, ** will begin making account adjustments to include these periods. Forbearance periods provided by the ******19 emergency relief flexibilities are not included toward the **** counts for 12 or 36 months.
Months spent in deferment before 2013 will count under the waiver. Additionally, ** will include economic hardship deferment on or after Jan. 1, 2013. ** will apply these periods of deferment to your account in fall 2022.

Sincerely,

***************************
Business Response
Date: 12/15/2022
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: 12/15/2022
I need to change my acceptance as they have fixed the issue.
Initial Complaint
Date:12/09/2022
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 a PSLF form in February of 2022. During this time my student loans were transferred to MOHELA as they were the new loan provider for PSLFs. I have not been able to speak to anyone from MOHELA in regards to my form submission and it's processing. MOHELA's website indicates my PSLF form has been "in processing" since August. I called once and was told the same thing, in process. A second attempt at calling I was disconnected after an employee said they couldnt locate my form, and a third employee again said they could confirm MOHELA had my form but was still processing. My online inquiries to MOHELA also go unanswered. I am extremely frustrated and don't know what to do , as I have done everything I possibly can to have met the requirements and instructions for submitting a PSLF under the temporary waiver. I need help resolving the status of my PSLF form and getting an answer.
Business Response
Date: 12/13/2022
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: 12/14/2022
Complaint: 18548742

I am rejecting this response because: There is no definitive time stated that MOHELA will contact me, which is part of the main complaint. Thus, this does not resolve the problem without some accountability as to when MOHELA will process my PSLF and communicate with me directly. I would like a firm timeline.

Sincerely,

*************************
Business Response
Date: 12/15/2022
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: 12/16/2022
Better Business Bureau:

I followed up with MOHELA on 12/14/22 and I feel that the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/08/2022
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.
Mohela doesn't respond to any emails.The wait time to reach someone is over 3 hours. My payment tracker has not hpdated since July. I am eligible for my loans to be discharged based on the information on ************** website.

Email sent no response:
When will the following changes be made to my account: Forbearance periods of 12 consecutive months or greater, or 36 cumulative months or greater will count under the waiver. In fall 2022, ED will begin making account adjustments to include these periods. Forbearance periods provided by the COVID-19 emergency relief flexibilities are not included toward the PSLF counts for 12 or 36 months. Months spent in deferment before 2013 will count under the waiver. Additionally, ED will include economic hardship deferment on or after Jan. 1, 2013. ED will apply these periods of deferment to your account in fall 2022. My payment tracker has not been updated since July and I am confused about what is going on with my account. I turned in the certified form from my employer which stated I am still currently working but the tracker is not updating. Also, based on the information on the studentaid website the tracker should include payments that were in forbearance or deferment if the above criteria was met. I have numerous payments that should be considered eligible.

ED will conduct a one-time account adjustment to borrower accounts that will count time toward IDR forgiveness, including any months in which you had time in a repayment status, regardless of the payments made, loan type, or repayment plan; 12 or more months of consecutive forbearance or 36 or more months of cumulative forbearance toward IDR and PSLF forgiveness; months spent in deferment (with the exception of in-school deferment) prior to 2013; and any time in repayment prior to consolidation on consolidated loans. Any borrower with loans that have accumulated time in repayment of at least 20 or 25 years will see automatic forgiveness.
Business Response
Date: 12/13/2022
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:12/08/2022
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 transferred to Mohela from ******* servicing in August. I have tried to contact Mohela multiple times about my loans to ask about different things with my loans. On multiple occasions my phone calls went unanswered after being on hold for 3+ hours. The 1 time that I did get through to someone the person was short with their answers and tried to rush to get my off the phone. Emails go unanswered. Finding answers on the website are nonexistent.
Business Response
Date: 12/13/2022
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:12/08/2022
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.
As many others have now indicated, my federal loans were transferred to MOHELA in early June of 2020 (please see attached image) for processing my PSLF request. My request was processed in a timely manner and then radio silence. Two this date, I have contacted Mohela twice a month to ask about the status of my application. I always get the same answer in that "my calculations are still under review". I have tried to speak to a supervisor three times at this point, to which I am told it is a VERY long wait. Well, the wait has been over two hours each time and then I hit a point that I can no longer wait due to working or whatnot. I am not quite sure how it take more than 5 months to make simple calculations I have have worked in the public sector well over ten years. There is simply never any information they can provide me and cannot look beyond the electronic file that shows "pending". This has become increasingly frustrating as no one can ever provide any sort of status update about my application status.
Business Response
Date: 12/13/2022
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: 12/14/2022
Complaint: ********

I am rejecting this response because according to *** **** *********, all loans were transferred to Mohela for reviews in July of 2022. Therefore, this gave Mohela over 4 months to "calculate" my payments and provide me with the next steps of PLSF. I received a letter from them upon submitting a complaint to BBB that they are still waiting on all my loans to be transferred, which is not accurate. Again, *** **** ********* assured me that all loans were transferred to them in July of 2022. I do not appreciate nor find it helpful receiving a standard form letter from Mohela upon submitting a complaint that my name was simply pasted to. This provided zero assistance with what is going on and only frustrated me even more. Clearly, there is a severe lack of communication occurring and my concern is that they have misplaced or lost very important/sensitive information to process my application.

Sincerely,

********** *********
Business Response
Date: 12/21/2022
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.