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.
- 1,379 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:11/24/2022
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 was told to consolidate my loans and transfer to Mohela bc I have been paying my loans for 30 years and I qualify for the TEPSLF. I did so, filed all my paperwork, they did nothing but take my loans, set my payment history to zero, customer service is not available, I have been calling and writing for months, their response was call us if you need assistance - they do not have a number with humans at the other end. It hangs up on you after waiting on hold for 5 hours. The company is a scam. They are taking peoples loans and not doing the forgiveness according to the government guidelines.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.Initial Complaint
Date:11/23/2022
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.
My student loan is being serviced by Mohela. I can not get in touch with them. The have made a mistake on my PSLF application and I am attempting to get it corrected. I have emailed them three times on my secure account through their system. I have not received a response in over two months. I have also called their customer service number many times. Each time I am placed on hold and no one ever picks up. I have pictures of my phone showing how I have been on hold for 2 hours and 40 minutes one time and 2 hours and 10 minutes another. I have probably attempted to reach them by phone at least 15 times. I am worried I will not be able to qualify for PSLF and they will not respond to my inquiries. I need help in getting them to actual respond to my issue or call me. They made a mistake on my application and I need to get it corrected.Business Response
Date: 11/28/2022
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: 11/28/2022
Complaint: 18459096
I am rejecting this response because: they still have not contacted me. They took the time to respond to the BBB inquiry by saying they would contact me. They did not contact me.
Sincerely,
*******************************Business Response
Date: 12/02/2022
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 tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:11/23/2022
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 sent multiple messages requesting a payment history. It took a month to get my history. It should have been posted, but Mohela was not following their own process for 36 month history.
Then I waited on hold for 90 minutes to request a refund. Representative said "yeah, okay" and hung up. Because it was so abrupt, I requested a confirmation via messaging system on their website. It has been a month, and there has been no response.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.Initial Complaint
Date:11/23/2022
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.
Hi,
I was transferred from ******* to MOHELA in August 2022. My account information has been updated. I resubmitted all of my Public Student Loan Information to ensure it was updated before the October 31, 2022 deadline set for any waivers and PSLF qualifications. I received no response. I've tried to call multiple times and only received recordings before being hung up on. I messaged them through their system on October 14, 2022 for clarification of my account. On November 23, 2022, I received an automated reply saying they "hoped things has been answered satisfactorily" without answering any of the three simple questions I asked and without any updates to my account. My account still shows "processing." I am terribly disappointed. So much hinges on their responsiveness for borrowers, especially at this critical time.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.Initial Complaint
Date:11/22/2022
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 recently (about 4-6 months ago) bought my student loan. I’ve received about 3-4 emails from the company to set up my new account for my student loan. I have tried about 8-10 times to set up my account and it always tells me the information I have entered is incorrect. I know the information is correct, I have double checked it, and it’s my personal information so I know it is not being entered in wrong, but I always get the same response. My guess is my information was not entered into their system correctly when they switched over my account and the mistake is on their end. However, the reason I am making the complaint is because I cannot get in contact with Mohela to let them know that I am unable to access my account online. The only form of contact is a 1800 number that I’ve tried calling twice. The first time I waited on hold for over 90 minutes and the second time I waited on hold for over 70 minutes, both times my call was never picked up and I was never able to speak to a customer service representative. I do not have time to sit on hold for hours, like most people I have a job during their business hours. I feel as if I have already gone above and beyond to contact Mohela especially when the mistake is on their end. Honestly, having a customer wait over 30 minutes is ridiculous but I have waited over 160 minutes and I have never been able to speak to a live human being! I'm sure in January they are going to expect me to start paying back my student loans but if I cannot see my account, I have no idea who to pay or what amount to pay. Before, my account was bought I was in the process of trying to get me loans forgiven because I have been in education for 18 years, but again since I cannot see my account, I have no idea what is going on with my student loans. I am very hopeful that the BBB will be able to help me get this sorted out, all I want is to \ speak to a live human being and get this issue straightened out. I feel it is ridiculous that I am having to make this complaint but I don't know what else to do. Thank you and I appreciate any thing you can do to help me. Obviously, I do not know my account number because I have only been contacted via email by Mohela (another issue, but lets deal with this one first).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.Initial Complaint
Date:11/22/2022
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.
My student loans got sent to MOHELA in the last last 6 months. I have been unable to get the information I needed before the 10/31/2022 deadline. Before this deadline I had been on hold on the phone with MOHELA on 7 different occasions with hold times that ranged from 30+ to 90+ minutes and never was able to speak to anyone.
But after the deadline was able to speak to a person in less then 10 minutes on 2 occasions where they told me I was too late and that they would try and fix the problem with my soc#. They never got me in their system and I have not been able to log into their website to this day.
I am actually on hold again waiting to talk to someone who can verbally share my loan information as I wrote this. (70+ mins).
I want MOHELA to take the time to look at my entire file and records going back sense I I first started paying on my students loans back in 2011 and not require me to resubmit everything again. I want them to acknowledge their mishandling of my file during this transition. I have been a Special Education Teacher for 17 years in a low income area and have been submitting paperwork from my employers sense 2011. But I have had 3 different employers during this time and would have to send them the proper documentation and wait until they send it back to resubmit. But I never could get MOHELA on the phone or get on to their website to confirm what I needed to send out to the 3 different employers. Now I am being told by my fellow teachers who have been forced on to MOHELA that they have had similar issues. This is wrong! I have spent most of my adult life in service to a very challenging population of students for $$ that is less then my brother who has a GED working at the local Saw Mill. This is a horrible situation for so many loans to get transferred at this time with such strict deadlines. I am still on hold now, supposedly I am waiting for a supervisor. Now over 80 minutes! It is criminal what MOHELA is doing. I have never regretted my career.Business Response
Date: 11/23/2022
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:11/22/2022
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.
In August 2022 I started receiving borderline harassing emails from the Department of Education telling me that I may qualify for PSLF under a new waiver and I need to consolidate my loans with Mohela in order to see if I qualify. I did that in August and today (11/21/2022) I received an email saying that none of my payments made prior to August 2022 qualify. I’ve been a sworn federal officer with the Department of Homeland Security for over a decade and have been making large student payments monthly since 2005. I feel like this is a bait and switch to get all loans serviced by Mohela. I’ve been waiting on hold for hours. Their telephone line is a circular FAQs site meant to not put you in contact with anyone. I need to switch back to my old loan provider who was good and get out of this mess but I’m not sure I can now. I seek relief in the form of being contacted by someone at Mohela with an explanation of why my decade of federal service is ineligible. I am immediately seeking a new position in the private sector because now there’s literally no benefit to keeping this job.Business Response
Date: 11/23/2022
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.Customer Answer
Date: 11/23/2022
Complaint: ********
I am rejecting this response because: I am unable to contact this company as they have suggested. There is no physical way to interact with a human being there by design.
Sincerely,
**** ******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.Initial Complaint
Date:11/22/2022
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.
My PSLF loans were transferred to Mohela from *******. Mohela has wait times of over an hour on the phone and makes it very difficult to speak to anyone. When I have gotten them on the phone, they refuse to give me any information other than general information. They will not provide a timeline of when payment counts will be updated on my account, even though there is a repayment date of 12/31/22.
Mohela is purposely trying to make the PSLF process impossible. It is understandable why there is a class action lawsuit again them. If want clear information when my loans will be forgiven under PSLF.Business Response
Date: 11/23/2022
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:11/22/2022
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 tried multiple times to log into my account on Mohela, it continues to give me a message to login or that it cannot associate my account with the information provided. I have changed my password numerous times and it continues to give me the same message.
I have tried calling Mohela to help with logging in, but I cannot get through to anyone. I have no way of viewing the messages or my account. Someone please helpBusiness Response
Date: 11/23/2022
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:11/21/2022
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.
Earlier this year MOHELA became the student loan servicer for Public Service Loan Forgiveness (PSLF). Borrowers pursuing PSLF was transferred to MOHELA. My student loans were transferred from **** to Mohela when I applied for PSLF in June 2022. My student loan was officially transferred and service by Mohela on August 19, 2022. I received notice from Mohela stating it will take up to 90 days to process my account. Today is November 21, 2022 & it has been more then 90 days and my account still has not been fully updated with the correct information. Every time I call I am on hold for hours. Mohela representatives tell me they are working on updating my account but that is NOT true. My account is still showing inaccurate information. Now my student loan monthly payment has increased and Mohela has not notified me and provide justification for the payment increase. Mohela has such poor customer service. I should not be responsible to make payments on an account that is not accurate and/or up to date. I've been requesting to speak with a Mohela supervisor but can not get through to anyone.Business Response
Date: 11/23/2022
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.Customer Answer
Date: 11/23/2022
Complaint: ********
I am rejecting this response because: Mohela will not take the necessary steps to address my concerns. When you ask a question on your account in the secure message portal they do not answer in 3 days as advertised. They do not answer at all. They never answer your messages. They leave you on hold for hours when you call and it is impossible to speak with a supervisor upon request. Why do Mohela representatives take calls from borrowers if they are not able to correct any inaccurate information on a borrowers account. They always say only a supervisor can help you further but it is **** near impossible to get in touch with a supervisor. Mohela is purposely stalling to update borrowers account because they want us to be in debt- which is a financial benefit to them. This is ridiculous. I believe I will eligible for student loan forgiveness if Mohela makes the necessary update and adjustment on my account. I hate that Mohela is serving the PSLF program. They appear incompetent to handle the PSLF program.
Sincerely,
******* *******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.
MOHELA is NOT a BBB Accredited Business.
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