Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,048 total complaints in the last 3 years.
1,379 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:11/29/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted the Limited Waiver via fax on August 19, 2022 and there has been no movement on my application in over 90 days. I have been advised that it was received (via me calling Mohela). I spoke with someone a few weeks ago in the **************************** who ********************* she was going to start the process for getting my loans transferred from my current Servicer to Mohela to start the process yet nothing has happened. I called tonight and provided the Case number provided by the *** department and no one knew what I was talking about. I was put on hold for over an hour with the representative coming back every 5 minutes as she was using instant messaging (per her words) and sent a message to try and get help. However, after about an hour she stopped coming back to inform me and simply disconnected. I had given her my phone number in case we were disconnected but she did not call me back. I want to know how long is it going to take for my form to be entered into their system?
Business Response
Date: 11/30/2022
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: 12/02/2022
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 response from the business indicates they will contact me; however, if I have not heard anything within the next 2 weeks, I will recontact BBB to file another compliant.

Sincerely,

***********************
Customer Answer
Date: 12/13/2022
Prior compliant: #******** To date I have not received the telephone call that the prior compliant indicated I would receive. New Compliant. I received a letter from Mohela on 12.12.22 dated 12.05.22 indicated they received my PSLF application but that Section 3 was not completed, specifically the number of hours I worked per week. I checked my PSLF forms( I retained copies); I submitted two employer verifications, and both have the number of hours I worked. It took over 90 days to get to this point, now I am being told the forms were not completed which is just simply untrue, all the required information is on the forms. I called Mohela tonight and the representative could not understand why I received the letter indicating that the number of hours I worked was missing because she stated all the information was on the form. She said she was resubmitting it for reprocessing. I asked how long that would take and she said another 90 days. How is that fair, that I have to wait another 90 days for a mistake made by your company. It seems as if you only did anything on my file because of the BBB compliant but didn't really look at the form I submitted. This way you can say you did something and in essences put me to the back of the line, which is more of a delay. I don't see how anyone could say section 3 was not completed, it was typed, not handwritten. You didn't review the form and you should be ashamed. Your company is being very untrustworthy and you really need to do better. My requested resolution: PROCESS MY FORM NOW AND CONTACT ME VIA PHONE PER THE INITIAL RESOLUTION OFFER.

Finish the Job
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 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:11/29/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have 7 years of loan payments not reflected on my Mohela account. From 2007-2014 when ****** *** covered my loans. Though payments from 2014 on when a new company took over loans are reflected and have been for 6 months. Since August, when Mohela took over my loans I have called a number of times reporting that there is a problem because I have been trying to resolve the issue with these payments since March 2022. Mohela said to wait 90 days and no worries, they would find out why they aren't reflecting those payments and take care of it. They did not. After numerous days and hours on the phone, explaining that there is a problem I was told by one customer service person that Mohela would not take care of this issue, that there was nothing they could do, that Mohela wouldn't even be the ones to try and find record of my payments. At my request he escalated the call and I waited for a supervisor for 3 hours. The next day I waited for a supervisor for 4 hours. No one answers the phones. I continue to wait daily, for hours.

The people who answer the phone inform you they are only able to read what is on the computer and need to escalate the call and transfer you to someone who can give you information. Then they transfer you to nowhere. No one answers the phone. At all. Ever. They do not respond in writing either though their website indicates they will when you file an electronic complaint or request for help.

The canned response that Mohela is giving EVERY SINGLE CUSTOMER who is filing a complaint here, that they will contact you, etc., should not be acceptable to the BBB. They are not contacting people, they are not responding via mail. I need to speak with someone about my 7 years of missing payments. You may want to correct your inaccurate Alert on the BBB website about Mohela. It is not true. They are not resolving anything within 90 days.
Business Response
Date: 11/29/2022
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: 12/05/2022
Complaint: ********

I am rejecting this response because:
The letter did not address the issue of the missing time periods of payments. NOT if they are qualifying or not, the entire 7 years of payments is not reflected. So you did NOT complete step 1 before moving on to step 2. The letter simply reiterated what the computer states and did not address the problem at all.

Sincerely,

***** ******
Business Response
Date: 12/06/2022
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: 12/07/2022
Complaint: ********

I am rejecting this response because:
This letter is stating the complete opposite than what was stated in the last letter and also is nonsensical, including cut and pasted paragraphs of OLD information and time references. It also states that this is another agency's responsibility, and it is not. Mohela has told me to WAIT since August and now you are sending me a letter telling me that if I want to address the issue I need to contact another company by APRIL of 2022. It is DECEMBER. Can a person who knows what they are talking about please contact me via telephone so we can straighten this out. This has gone on long enough.

Sincerely,

***** ******
Initial Complaint
Date:11/29/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called several times and no one answers after several minutes it forwards the call and disconnects the line. I am very frustrated. I have 117 payments but 72 of them need employment verification. I have sent in all the employment verification forms why is it taking so long to to verify those payments? I have also looked on the Better Business Bureau and Mohela's reputation is terrible. There were several people stating that you do not answer the phone, do not count payments correctly. I would like a different loan company to have my loan. I am expected to repay but you are not completing your side and it is very unfair. I was not able to have any say on who has my loan I just have to deal with this horrible Mohela. Please count my payments correctly that is all I'm asking. Thanks,
Business Response
Date: 11/29/2022
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:11/29/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 3, 2022
MOHELA took over my student loan.
MOHELA has not answered any of my questions. I called, faxed letters, placed documents in their file, and called. My loan forgiveness be effective December 27, 2022. I paid during COVID-19 on my student and am still being billed by MOHELA. I cannot afford to jeopardize my student loan forgiveness.
PLEASE help me!!!
Business Response
Date: 11/29/2022
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:11/29/2022
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 am a registered nurse. I've been working a ton of hours and have not been able to be vigilant with my bank account. When student loan forbearance was first announced. I crossed Mohela off of my budget log book. It turns out, mohela was still taking $356.70 / month out of my bank account since at least June of 2020!

Mohela owes me $10,701 at least.

Not to mention all of the unexpected over draft fees they caused me.

Even Mohela's online auto debt system for my account says that auto debits won't start again until the forbearance is over.
Business Response
Date: 11/29/2022
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: 11/30/2022
Complaint: ********

I am rejecting this response because: I checked my account and saw no message.

Sincerely,

******* ******
Business Response
Date: 12/02/2022
MOHELA has received this customer’s rejection.
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: 12/02/2022
Complaint: ********

I am rejecting this response because:

See screenshot. They have not contacted me.

Sincerely,

******* ******
Customer Answer
Date: 12/07/2022
12/07/2022: Mediator sent an email to the consumer requesting an update.
12/08/2022: {[CR] It has not been resolved. I've heard nothing from MOHELA
Business Response
Date: 01/27/2023
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.
Initial Complaint
Date:11/28/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted two payments on my student loans - one for $840.00 and one for $20.00 on Aug 29, 2022. This amount was debited from my bank account but has never been reflected in my balance. My student loan account was previously serviced by ******* (who processed the payment) but then my loans were transferred shortly thereafter to a new servicer - MOHELA. I spoke with a ******* agent and they informed me that MOHELA now services my loans and will have to answer all of my questions and resolve any payment issues.

I have attempted to resolve this with MOHELA with every means possible. Over the past 6 weeks I have sent them 4 messages/emails through their website and I have not had any meaningful response from them. I have attempted to call them multiple times but am placed into an endless loop of automated prompts and messages and I have been completely unable to get through to any person despite hours on the phone. I have even sent them a fax with copies of the payment confirmation, bank statement, and a cover letter explaining the situation. I have not had any response from the company to any of my attempts at resolution beyond automated/computer generated messages which do not address my concerns. I seem to have been defrauded and feel I have no recourse as I cannot get ahold of any person with this company. I would like either a refund of these payments that I have made (totaling 860.00) or for these payments to be applied towards my student loan account.

I have attached a copy of my payment confirmation from ******* and a copy of my bank statement showing the debits from my checking account.
Business Response
Date: 11/29/2022
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: 11/29/2022
Complaint: ********

I am rejecting this response because:

This business just sent a computer generated message that does not address any of the issues which have been brought up in the complaint or in any of the messages and faxes I have sent this business. There have been no steps made to remediate this situation.

Sincerely,

***** *****
Business Response
Date: 11/30/2022
MOHELA has received this customer’s rejection.
Please be advised that MOHELA is 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:11/28/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This has been the worst experience ive ever had. I contacted Mohela three times via mail to get late payments removed off my consumer report. They have responded but failed to remove the late payments off my consumer report. Per the **** these account are suppose to be excluded from consume file. The following are exclusions of consumer file. pursuant to 15 USC §1681a(2)(A)(i), which states the term consumer report does not include report containing information solely as to transactions or experiences between the consumer and the person making the report.

2. Another exclusion of consumer reports is any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device (15 USC 1681 b(2). The term credit card is any card, plate, or coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.

3. Credit was extended using my credit card therefore, the negative reporting of the account is unreportable. This whole experience has caused me significant mental and emotional anguish, stress, anxiety, loss of sleep, denial of credit, financial hardship, and loss of time. I hope someone can help me get this matter taken care of. I will continue to make complaints and take this matter to court if my rights continue to be violated.
Business Response
Date: 11/30/2022
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:11/27/2022
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 was approved for TPD discharge a year ago please remove Mohela from all three credit bureaus ******** ******* *** ********** attached is my ****** approval for TPD letter.
Business Response
Date: 11/28/2022
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: 12/09/2022
They mailed me a letter so it should be removed from my account
Initial Complaint
Date:11/25/2022
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 had my account since the beginning of august. They’ve also had all required and signed paperwork. Specifically, they’ve had documentation certifying my qualifying service from 9/2017 to 6/2018 and are refusing or unable to credit these 10 months. These months of service will meet the 120 PSLF threshold required. In addition these 10 months will qualify me fro the 17500 teacher loan forgiveness that is separate from the case in litigation now regarding student loan forgiveness.
Business Response
Date: 11/28/2022
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: 12/02/2022
I want Mohela to update my account reflecting my qualifying service from 9/2017 to 6/2018. They have had this signed form for months. I've complained previously and they will not engage and update my account.
I want them to update my qualifying months to 122 given the form I submitted months ago from **** **************
Business Response
Date: 12/06/2022
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: 12/06/2022
Complaint: ********

I am rejecting this response because:
I just want Mohela to update my account. They have had a qualifying form from my previous employer (**** *************) where I served as a special ed teacher for 1 year from 2017-2018. I have waited well beyond their arbitrary wait time (They've had my form since August). They also updated my account with qualifying months from my CURRENT EMPLOYER in a matter of days. At this point, I'm inclined to believe that this is just willful. In my opinion, I don't see this as a heavy lift. I want Mohela to update my PSLF tracker from 112 to 122 (adding the 10 qualifying months from 2017-2018). It's really not a big ask as I see it. I've been on hold waiting to speak to a manager (several times) for over 2 and 3 hours, and then the phone just disconnects.

I genuinely appreciate your help with this matter.

Sincerely,

******** ******
Initial Complaint
Date:11/25/2022
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.
11/25/2022 I was told previously that ****** ******** was contacting the accounting team. Meanwhile interest is adding in a forbearance state. How does this work. There are no direct numbers to contact accounting. I have been in touch with the resolution team. Can they charge interest during the extension? I am looking for a refund if due.
Business Response
Date: 11/28/2022
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: 12/09/2022
I still don't understand the charge of $24.96. On one particular loan.I never received another check. I reached out to Mohela on the phone on 12/08/2022. I spoke with *********. I made a final payment. I wanted to clarify what the amount was for. Accounting hasn't explained.

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.
Customer Answer
Date: 12/13/2022
Complaint: ********

I am rejecting this response because: I have contacted them. I spoke with a representative and said it was a mistake. The 24.96. I spoke with another person, and they say it's due. No one can tell me what that was for.

Sincerely,

***** ****
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: 12/18/2022
Complaint: ********

I am rejecting this response because: I want a detail of this charge. I have requested a full print out of the paid loans. I will receive them eventually.

Sincerely,

***** ****

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MOHELA is NOT a BBB Accredited Business.