Business Profile
Loans
MOHELAThis 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
- 4,048 total complaints in the last 3 years.
- 1,378 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/08/2022
Type:Customer Service IssuesStatus: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.Initial Complaint
Date:12/08/2022
Type:Customer Service IssuesStatus: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 am trying to speak to a representative so I can ask questions about my loan. All I get is recorded messages I am not given the option to talk to someone. I have been on the phone for over 15 minutes not figure out how to get in touch with a live person to ask a question about my loan. On the website I am attempting to email my questions however when I click send message it goes no where. I want to be able to talk to someone about my loan - why do they not have representatives to speak to?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:Billing IssuesStatus: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 claims that I owe a debt that is listed on my credit report . While the burden of proof lies with MOHELA, I am ready & willing to pay any debt owed plus 75% interest immediately but for some strange & odd reason MOHELA refuses to verify their "so called" claim of a debt with an Affadavit which leads me to believe MOHELA may be committing fraud & extortion. Rebut my Affadavit of Fact & Identity Theft report with a simple Affadavit of Fact in rebuttal(attached) & we can then settle this matter!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:Billing IssuesStatus: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.
Hello,
I contacted Mohela in August of 2022 to request a record of all the loan payments I made in 2022. My loans were transferred to Mohela in July of 2022. I had initially contacted my previous loan servicer ******* for the loan payment documentation but they told me to contact Mohela and they would be able to send me the archived payments.
In August I spoke with one representative who informed me this request would take a few weeks due to back-up at their offices. I waited until October to reach back out and see what the status was and the representative informed me that she saw the request but that it had yet to be filled. She then told me they would now be able to send what I needed since the backlog was cleared and it would take 3-5 business days. However, days later when received the "Record of Financial Activity" report it only reflected the payments I made starting in July when my loans were transferred to Mohela.
I called back on November 21st and again for the third time requested a record of my archived payments from 2022 and the representative assured me that the request would be filled in 3-5 buesiness days. It has now been more than a 2 weeks and I have received nothing.
It has been more than 4 months since my initial request and it is very concerning because I informed Mohela's representative back in August that this documentation was very important as I need to provide proof of loan payments in 2022 because of a tax credit I received to help me pay my loans.
I have until April of 2023 to fulfill this request so the fact that I started this process in August and it still has not been fulfilled is alarming and is causing me to stress that they will never send it and I will be penalized.
All I would like for Mohela to do is send me a record of all the loan payments I made in 2022. It shouldn't be taking this longBusiness 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: 12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:12/08/2022
Type:Customer Service IssuesStatus: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.
Loans were transferred from ******* to Mohela, and there is no way to reach them. I have tried calling multiple times, and either you are on hold for hours or the phone call just ends. NO way to email or chat. My loans qualify for forgiveness but cannot get anyone to answer the question.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:12/07/2022
Type:Customer Service IssuesStatus: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 been very difficult to work with and demonstrates extremely poor customer service. I have over 120 qualifying payments in PSLF/TEPSLF and they recognize only 80. I have worked for government agencies since July of 2008 and have had no disqualifying events in that time.
I submitted my accurate and complete PSLF packet in December of 2021. My case was migrated to MOHELA throughout 2022. Eventually I received notice that they recognized 40 of my payments as qualifying. I called and waited through their multiple hour hold time to be told by the (very nice) representative that it looks like I should qualify for much more but they would have to refer my case to another department that I couldn’t talk to that day. I filed a complaint with ****** at this time.
Months later I received notice that they now accept 80 eligible payments. They accepted payments as far back as May 2012, but none before that. The perplexing part is that I was employed at a single qualifying employer from September 2009 through April 2015. Why do the other 32 months/payments not count? They don’t show as ineligible payments, and there is no other explanation.
Add the other 11 months at my previous qualifying employer, which is not acknowledged anywhere on MOHELA’s records, and you easily have more than the 40 they show me as needing to reach 120. There are also several payments from March 2017 and May 2019 which they have deemed ineligible due to a forbearance, despite these clearly being eligible under TEPSLF.
I have spent hours and hours on their hold line trying to talk to a representative about this. I have only been able to speak with a trainee and never anyone that any authority to change anything. Their customer service is non-existent.
Whatever Federal funding MOHELA is receiving should be stopped. Their contract to run the PSLF should be rescinded. They are making a mockery of PSLF and all that it is meant to represent, reward, and encourage. We deserve better.Business Response
Date: 12/09/2022
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: 12/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that, if MOHELA follows through with what it has stated it will do, this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:12/07/2022
Type:Service or Repair IssuesStatus: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.
8 months ago my loans got transferred from ****** to MOHELA once I applied for the public student loan forgiveness. Long story short MOHELA did not add up all of my payments I have been making since 2007. I would have qualified for the public student loan forgiveness under the Biden waiver but instead I was denied. Please check into this please. I will even give you my ****** password so that you can see all the payments for yourself. My family is struggling and this loan forgiveness will help. All of my jobs have been non profits since I graduated in 2007.Business Response
Date: 12/09/2022
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: 12/12/2022
Complaint: ********
I am rejecting this response because: I'm rejecting the response because I deserve results and I deserve for my loans to be forgiven based on meeting criteria. I will even provide my ****** password so that you can view all of my payments.
Sincerely,
****** *****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:12/06/2022
Type:Customer Service IssuesStatus: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’m a student borrower in which my loans were transferred from *** **** to Mohela and for the past twenty years I’ve been employed through a non profit organization way before I enrolled in school in 2008. I’ve been under the PFLS program for quite a while now and I currently have 108 payments in which all are calculated and verified for but since COVID I was told that there was a period of time that even if you did not do ANY payments you will still receive credit because it was a new law. At the same time the Biden-Harris allowed for a certain amount of loans to be forgiven in which I qualified as well. Now I’m stuck in the middle on both sides and my loans are still not forgiven. I’ve received an email from the Department of Education staying the the Bide-Harris law was on hold due to lawsuits but my interest is that through the PLSF program I still qualify for my loans to be forgiven. I was told by a supervisor a month ago that with my total payments and the credit for COVID I was at 144 qualifying payments. My understanding is that for the PLSF program you only need 120. I’ve over exceded in payments so why is there no one looking into my account for forgiveness and closing my debt. This is very stressful and misleading.Business Response
Date: 12/09/2022
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:12/06/2022
Type:Customer Service IssuesStatus: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 took control of ALL my student loans & my PSLF back in Aug or Sept of 2022. I HAVE HAD NOTHING!!! NO COMMUNICATION, NO PHONE CALLS, NOTHING BUT TROUBLE from this SCAM of a company!!! I have spoke with Federal Student Loan services in DC and they can not really help with the issue of MOHELA. I CAN NOT GET ANY ANSWERS ABOUT MY LOANS!! Every time I call their "systems are down"! And, they THEY will GIVE OUT PISS POOR & WRONG INFORMATION!! Just to shut you up since their "systems are down" They literally HAVE NO UNDERSTANDING OR CLUE ON FEDERAL STUDENT LOANS! Thank you US Federal Government for screwing up every single persons SLs that were sent to Mohela!!! I am now at the point that if I do not get any form of satisfaction about my SLs .. I WILL BE THAT PERSON & not pay one cent towards my loans!!! Mohela due better & less ignorance!
Now, Mohela you can send out your generic bull poop response on how you'll be looking into this matter & 90 days, blah blah blah! Also, BBB, considering you have a multitude of Mohela complaints regarding SLs & PSLF program & Mohela is the SOLE controller of this VERY important program most of us have been in for over 5+ years, are very close to being done (as myself in 2026), and are extremely irritated that Mohela will completely screws up 15+ years of hard work to keep our SLs in good standings. Now, I understand why good people stop paying on their student loans!!!Business Response
Date: 12/09/2022
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:12/06/2022
Type:Customer Service IssuesStatus: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 attempted to correct errors in my student loan account with Mohela. I am a student loan borrower with over $100,000 in student loans that are in the public service loan forgiveness program. I have a letter stating that my request for loan discharge (due to having made far above my 120 loan payments) would be answered in 10 days. It has been over 70 days and when I attempt to request assistance I have been repeatedly hung up on by representatives, put on hold for 50+ minutes, given inaccurate statements about my account and refused my request for assistance to talk with an account manager or anyone who can correct the errors on my account.Business Response
Date: 12/09/2022
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.
MOHELA is NOT a BBB Accredited Business.
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