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

4,048 total complaints in the last 3 years.
1,382 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/21/2022
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 sent in PSLF forms in Aug 2022. I have called several times and confirmed they have been recieved. When I called I September I was told after 30 days I could use the only status checker to check the status. I have not been able to. I have called several times since. I always get someone who has no access and can only tell me that theyblocated my name I'm the system but give me no information about the forms themselves. Thr website states it takes 30 to have my information loaded into their system. However, everytime I ca they have trouble finding me. Today I asked for a manager and was told it was at least a 4hr hold time. All they will say is it was recieved Aug 10 2022.
I was told I would recieved status update email. I have recieved no communication at all.
I would like a call from someone with access to review my account.
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: 11/28/2022
Complaint: ********

I am rejecting this response because:

I recieved a from.******* who gave the SAME run around I have been getting. She was not able access my information to review any information. She told me someone would call me back at a later date and could not give me a specific date.I requested a call back same day. She stated she would call me back this afternoon and I never heard back from anyone.

Sincerely,

****** ****
Initial Complaint
Date:11/21/2022
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 am attempting to resolve multiple issues with Mohela. I have had a PSLF application in for months (9+) and was informed that Mohela was reviewing my application. At no point in time was I contacted about my application, and when I called to inquire, I was told they realized and admitted they did not call but there was nothing they could do to resolve the issue. I asked to speak to a supervisor and was placed on hold for 3 hours (with no pick up from a supervisor). Additionally, Mohela has been negatively affecting my credit score. The website indicates that I have no past due amount and a balance due of $0.00, however, numerous delinquent payment reports have been filed by the company that has lowered my credit score over 70 points in 4 months. I have not missed any payments because there were no payments posted to make.
Business Response
Date: 11/22/2022
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: 11/22/2022
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:11/21/2022
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 account with them has payments eligible for forgiveness, but requires employment verification. It would be enough to clear my loan forgiveness. I messaged them about this on Sept. 24, 2022 and Oct. 22, 2022. I even sent my service records showing verification of employment, as well as, tried to call them. However, no one will either pickup the phone or respond to any message. It's as if they are purposely waiting for our deadline to pass so they don't have to help us out. Based on complaints online, I'd say they're doing this to everyone.
Business Response
Date: 11/21/2022
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: 11/22/2022
Complaint: ********

I am rejecting this response because: they are payments that should be qualified that they aren't qualifying. For example, if they understand I was employed by *** ******* on Oct. 21, 2021, then why are payments for Nov. 2021 - Present day not certified based on employment? In their letter replying back to this complaint, they state filing an application yearly, not monthly. That's 24 payments that should be qualifying right there that they aren't counting. Granted, my employer changed in mid-August of 2022, so I can get my current district to verify for me for August-Present Day. Still, that's a lot of payments to be cheated out of especially when I sent them my teacher service records proving my employment at all of my schools.
To fix this, they need to fix and make the payments for Nov. 2021 - August 2021 qualified based on my employment with ****. I then need to know what paperwork they need from me to qualify my payments of September to present day since I'm now with ***** ******* ***.
The other clarification I need from them is this, though my service records may say I was employed until "May" when I changed districts, I'm still contracted and being paid until August every time with every district. Since I'm still under my old contract being paid, I'm still employed with them for that given school year. I need to know how they look at that because it would change the eligibility for July 2014 and June-July 2021. That's 6 payments right there who's status should be changed from ineligible to eligible.
I will also complete the application (again) for them, but they still need to fix my payments.

Sincerely,

**** *********
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: 11/25/2022
Complaint: ********

I am rejecting this response because: They are not honoring my employment with **** from August of 2021 - May of 2022. They need to honor those payments under their employment. My service record (employment verification) clearly states when I was employed by **** (***** ********** ****** *******). It states from August 2, 2021 - May 26, 2022. It is signed, stamped, and submitted under HR. I understand if they cannot honor June & July because of what's printed on the record compared to what our actual contract is.

Mohela cannot sit there and tell us that we need to file this application once a year when in fact, they won't honor all payments for a year under one employer when they are actually cutting off payments when the application is filed. I will also be escalating this issue to other entities because this is absurd.

Once again, based on the documentation I provided showing my time at **** (***** ********** ****** ********, if they fix this issue and honor all payments made from August 2021 - May 2022, this will be resolved and I'll fill out the application with my new district.

Sincerely,

**** *********
Initial Complaint
Date:11/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
they dont respond to any inquiries via email or uploaded documentation. I feel like since they are going to be taking my hard earned money and they are labeled a loan servicer they should provide the service they are paid to do. I have uploaded qualifying documents countless times and reach out with no common courtesy or a response, not even acknowledgment they received my information. There conduct is totally unacceptable
Business Response
Date: 11/21/2022
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:11/19/2022
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 sent my PSLF application forms via certified mail to Mohela on Aug 19th 2022, because this was the only option for me to apply because my student loan servicer is ******, and Mohela will not allow anyone not already serviced by them email forms to them. I have received ZERO correspondence from Mohela. Not even a confirmation of receipt. The PSLF waiver deadline was OCT 31st, and I don’t even know if they got my forms. This company, much like ******* in the past, is not even doing the bare minimum to uphold its obligations for the PSLF. Mohela’s staffing issues are not mine nor any other borrowers problem. Either hire enough people to do the work, or ask the DOE to add a second servicer to handle the load. It’s is completely unacceptable to not even be able to communicate a receipt of application to borrowers who submit their applications. Especially if Mohela will not allow borrowers to register and submit electronically if their current servicer is another company. I feel that this is a conscious attempt to thwart borrowers from qualifying for benefits they deserve and have work hard for.
Business Response
Date: 11/21/2022
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:11/18/2022
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 Department of Education for servicing. They have had my loans since August, 2022. They are not processing my forgiveness forms. They are ignoring them and denying them despite my qualification. They are not sending me any correspondence about the status of my loans in writing or by email. I called earlier today to check on the status of my forgiveness documents that they have had since Aug 2022, yet have not processed - it's November, 2022. Their automated system states their is a 90 day turn around. It has been well over 90 days. The customer service representative tells me my documents were denied, says there is no reason for the denial, and the forms have all the information. I explained, I've not received any letter or email providing me with a denial, nor have I received anything giving me any status or even acknowledgement they received the forms. Had I not called in, I would not have known that it was denied. I asked for an explanation as to why they denied it despite me providing the required documents, and qualifying. I was simply told " don't know". I asked to speak with a supervisor. I was placed on hold to 4 hours. No one ever came to the phone. I called back two more times. Was in the holding queue for 2 more hours. And then called back again, was placed again in a never answered queue. They are refusing to service my loan properly. They are ignoring my documents. They are refusing to communicate. Refusing to answer calls. Refusing to send me anything in writing. Refusing to provide me any information as to why they are wrongly denying me from program I qualify for. It appears to be a scam as they are not servicing my loan.
Business Response
Date: 11/21/2022
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:11/18/2022
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.
Before my student loans were transferred to Mohela I was reassured that there would be not interruption in my payments. The first time I logged into Mohela i noticed that my auto debit was canceled to resume after "deferment". This is a deferment placed by the government and not selected by me as I have been making payments through most of covid to take advantage of making payments at 0% interest. This is a BIG deal. Mohela will not allow you to turn payments back on during this deferment. I have attempted to call them multiple times and IF I get ahold of anyone they just transfer me to another queue even though the are the "auto debit" department. I then sit on hold until the call is disconnected. I have also sent them a message through their website and received absolutely no response. I am attempting to pay my student debt down and because they were completely and utterly unprepared to take on the new accounts they have I am unable make payments. I want some from Mohela to contact me to resolve this issue on a single call. I do not want to wait on hold for hours at a time any longer.
Business Response
Date: 11/18/2022
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:11/18/2022
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.
Repeated attempts to ask why my payments did not count towards my PSLF forgiveness. Hours on hold then given the "running around " waiting average 3-5 hours on hold and told to call back for the same thing. Then directed to call supervisor to be hung up on.
Business Response
Date: 11/18/2022
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: 11/18/2022
Complaint: ********

I am rejecting this response because:

Because I have tried repeatedly to remedy this problem with no real response

Sincerely,

********* ******
Business Response
Date: 11/19/2022
Hello ********* ******. Thank you for contacting MOHELA. This matter has been referred to our
Customer Advocacy Team. We will contact you within the next several business
days. In the meantime, you are welcome to contact us at our Customer Service
Department by phone at ************* in writing at *** ****** ****** ************ *** ****** or by logging into your web account to request further
assistance with this matter.
Initial Complaint
Date:11/18/2022
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 made numerous calls and sent numerous emails to Mohela. I submitted my PSLF form 3 times. First one they never received, the second they said was signed wrong and third they processed. I am still currently employed full-time but they put an end date to my employment therefore stopping the number of qualified payments during the waiver period. They sent a message for me to call as I requested a refund for periods I made payments but did not have to. They have reported this all on my credit which caused it to drop and now refuse to even honor the original Loan forgiveness from 2008 by lying and putting an nonexistent end date to my employment. They sent a notice that they would call me but have not and I have waited over 3-4 hours on hold with them and was wither disconnected or sent back to the end of the que.
Business Response
Date: 11/18/2022
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: 11/18/2022
Complaint: ********

I am rejecting this response because: this is the same nonresponse that they have been submitting. They have not called or followed up with the emails I have dent out to them

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:11/18/2022
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 student loan was transferred to Mohela without my consent. The transfer began in September 2022. I have been trying to contact them for two months to get clarification on my PSLF. Anytime I call the automated message says they aren't and to help me. I've called 3 times during their posted business hours. I've sent 5 messages through their portal on their website but have not received a response. The questions I have are time sensitive and their inaction seems deliberate to prevent me from qualifying for the PSLF.
Business Response
Date: 11/18/2022
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.