Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

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

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:11/17/2022
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 still cannot access my account after months of spending hours on the phone each time, trying to find resolution. The online system continues to tell me that I don't exist. I have less than 1.5 months until repayment begins and have 0 access to my account. This is a big part of my finances and I find it an irresponsible business practice to offer no solution after this long.
Business Response
Date: 11/17/2022
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:11/17/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My loan was transferred from fedloan to Mohela in August 2022. There was no evidence of previously submitted ecfs. I resubmitted them and was alerted in November 2022 they had processed my ecfs. Some of those ecfs covered deferred payments for americorps and peace corps service that were considered qualifying under the limited waiver. It also included my most recent yearly ecf for my federal government employement also considered qualifying. None of my payments were updated after the processing and my peace corps and americorps time still is considered ineligible. I called Mohela and the person told me they were new and he could not help with letting me know when payments would be processed and I would recieve a letter. I did in fact receive a letter and my payments were updated by only 4 and not the 50 that I submitted in my ecfs to be considered for forgiveness. Mohela has been not been able to give any information as they how to plan to make pslf updated in interpretation of the limited waiver. They do not update their information and paperwork has been lost between in loan servicer transfers.
Business Response
Date: 11/17/2022
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: 11/18/2022
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:11/16/2022
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 took over servicing of my student loan this past summer. At the time, automatic payments were in place. When they took over my loan, they stopped those payments. I have made requests to have my payments restarted on 9/29, 10/05, 10/27, and 11/04. The only request they responded to was the 11/04 message, and then they said a supervisor needed to call me about my request. I can only assume that they are making more money from the federal government by having these payments stopped than if the payments were resumed. It's either that or they simply are very incompetent.
Business Response
Date: 11/16/2022
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: 11/16/2022
Complaint: ********

I am rejecting this response because:

- The response was inaccurate
When Mohela took over my loan, it was NOT in forbearance. My loan was only in forbearance for two to three months when it was at the beginning of the pandemic. Since then, there was regular, automatic payments made until Mohela took over my loan.
- My automatic payments have not resumed
According to Mohela's website, my next automatic payment will be for $0. I do not consider that to be fixed.

Sincerely,

****** *****
Business Response
Date: 11/17/2022
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:11/15/2022
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 loans were transferred to MOHELA in September. I qualify for forgiveness under the PSLF program and have for several years so the loans should have already been forgiven. I submitted several PSLF applications to my last servicer, so MOHELA should already be aware that these loans are way past being forgiven. Nonetheless, I submitted another PSLF to MOHELA on 9-27-2022. I sent a message to MOHELA through the secure portal on 10/22/2022 to find out what is going on with this, but they have not responded despite the promise that they respond in three business days. Again I have been waiting for around 6 years for this forgiveness.
Business Response
Date: 11/16/2022
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:11/15/2022
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.
Mohela recently received my loans due to them being a part of pslf. I had a chapter ****************** 2018 to which student loans were not part of due to being a part of pslf. I have never had any problems with fedloan servicing but since they have changed they are now stating its a confirmed bankruptcy and will notcount payments for the program. I am ready to lose my s#$t right now because you cannot reach anyone to take care of it. I have been on hold for over 3 hours because I need to get this settled so it doesnt mess up my counts! It has not been part of the chapter 13 ever. They received notice of the judge changing due to retirement but if they look at the paperwork they would know I need this status changed! Their customer service *****. The documentation has been uploaded to the cat team.
Business Response
Date: 11/16/2022
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: 11/16/2022
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:11/15/2022
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 was coerced to consolidate my school loans in order to become eligible for the Public Service Loan Forgiveness program. I did this based on speaking with people that confirmed with me that I met the qualification for PSLF. I also researched it thoroughly to understand that I did indeed qualify and took the steps to consolidate my loans and move to MOHELA as my loan new school loan provider. After submitting all the paperwork, I received notification from MOHELA that I did NOT qualify based on only making one qualifying payment. I have been consistently making payments on time since 2003, and have never missed a payment. This is an error on their end and I cannot get in touch with anyone to fix the error. I have written several times and the only response I received was that there was a delay in responding to emails. I've tried calling, but there is no possible way to get through. This was a clear error on their end, as I am 100% eligible for the PSLF and their error is costing me $5,000.
Business Response
Date: 11/16/2022
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: 11/16/2022
Complaint: ********

I am rejecting this response because: No timeline was given as to when they would respond. I do not trust such a generic response from the business. I sent emails through the MOHELA company site as far back as Sept. 6th and was told I would get a response in 3 business day. I sent another message on Oct.24th because I had not heard back. I received a message stating there was a delay in responses. I also send a 3 page document of my payment history to them. I spent hours on the phone trying to to get through and would appreciate knowing the name of the person that will reach out to me and when, as I feel like this was a bait and switch situation and needs to be escalated.

Sincerely,

****** ********
Business Response
Date: 11/16/2022
MOHELA has received this customer’s inquiry.
Please be advised that MOHELA has sent a written response to 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:11/14/2022
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 loans are through MOHELA. After many many times to try to contact them, there is no way to reach them. I have questions as to why various payments were not counted towards PSLF. No one will return a phone call or message. I have tried several ways to contact them.
Business Response
Date: 11/15/2022
MOHELA has received this customer’s inquiry.
Please be advised that MOHELA will send a written response to, and/or will
speak directly with, the customer addressing the issues raised in their
complaint. Financial privacy laws prevent MOHELA from providing your office
with borrower-specific information, or any specific information regarding
MOHELA's response to the complainant. If, however, your office receives further
communication from the complainant regarding this matter, please do not
hesitate to contact MOHELA directly.
Initial Complaint
Date:11/14/2022
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 approximately 257,000 in loans that were approved for discharge prior to July 11, 2022. Mohela is non responsive to have that amount discharged. They continue to tell me that it will be discharged within 60 to 90 days of my loan forgiveness approval. When I point out I was approved more than 123 days ago, they put me on hold and no one comes back to assist me. This is preventing me from having the credit approval I need to purchase a home and a car. I’ve been waiting many months to move forward on these purchases. I have been offered no solution. They are in breach of the public service loan forgiveness agreement.
Business Response
Date: 11/15/2022
MOHELA has received this customer’s inquiry.
Please be advised that MOHELA will send a written response to, and/or will
speak directly with, the customer addressing the issues raised in their
complaint. Financial privacy laws prevent MOHELA from providing your office
with borrower-specific information, or any specific information regarding
MOHELA's response to the complainant. If, however, your office receives further
communication from the complainant regarding this matter, please do not
hesitate to contact MOHELA directly.
Initial Complaint
Date:11/14/2022
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.
Hi,
I overpaid my student loan by 2100.00 because it pulled from two bank accounts on error. I contacted Mohela/Laurel Road and they refunded the student loan account balance and said they will send out a check on 10/17/2022. I haven’t received anything as of yet after spending countless hours contacting them, even providing my bank information. Today is 11/14/2022 and I still haven’t received my money and they’ve already credited it out of my account. I cannot afford to be on the phone all day trying to retrieve my funds that are due to me. Please help me resolve this issue
Business Response
Date: 11/14/2022
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.
Business Response
Date: 11/15/2022
Hello ******* ******l. 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 877-292-6845, in writing at 633 Spirit Drive,
Chesterfield MO, 63005, or by logging into your web account to request further
assistance with this matter.
Customer Answer
Date: 11/16/2022
Complaint: ********

I am rejecting this response because:I was told by your agent that I would receive a refund within 3 days so I am waiting to see what happens by Friday. I don’t have the time so spend hours on the phone with Mohela. Please respond in the portal as requested.

Sincerely,

******* ******* ****
Initial Complaint
Date:11/14/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried to get in touch with someone from Mohela for the last 2 months with no luck. You cannot reach anyone through their phone system and get shuffled around to automated questions but have never been able to wait on hold. Each time it kicks me out. I have also tried emailing multiple times them through my personal Mohela account and have not received any correspondence. Info was faxed over for my husband as well back in August and it still shows not in their system although I have confirmation of the document going through.
Business Response
Date: 11/14/2022
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

MOHELA is NOT a BBB Accredited Business.