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.
1,386 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:11/11/2022
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 transferred my student loans to MOHELA in June. They have replied that my loans qualify for the Temporary PSLF Waiver, but they still have not been able to count my eligible payments (11 years worth). I have sent multiple messages and have spent considerable time on hold but they keep disconnecting my phone calls. It appears to be almost impossible to reach anyone in person and it alarms me that so many other people are experiencing the same terrible customer service issues, and the State of California is actually pursuing a lawsuit. This is NOT "better business"! I would like MOHELA to give me an ACCURATE count of my payments, and thus forgive the remainder of my loan balance as I have met all the requirements for PSLF
Business Response
Date: 11/12/2022
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.
Customer Answer
Date: 11/18/2022
Complaint: ********

I am rejecting this response because:

So far, nearly all of the communication that I received from MOHELA has been either meaningless or not applicable to my situation. It has been more than 90 days since MOHELA has sent me anything useful (the document that I originally included with my complaint). How long should I wait for a response from MOHELA? 30 more days? 60 more days? 90 more days? They have been accused of, and I'm beginning to believe that they are, purposely understaffing and delaying the qualification and payment counting process. I don't need another form letter from MOHELA just to "get me off their back". I need MOHELA to provide an accurate count of my qualifying payments. It's now been almost 5 months since my loans were transferred to MOHELA, and more than 3 months since they informed me that my employment qualified for PSLF.

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:11/11/2022
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 not liable for this debt. I have contacted them and it is out if the 30 to 45 day window to send me info as to the details of the debt.
Business Response
Date: 11/12/2022
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.
Initial Complaint
Date:11/11/2022
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 refuses to accept calls to resolve student loans. Tried for weeks and was dropped. Tried to email and they didn't respond. Need to speak to them to address PSFL. If it is too late they should have to discharge the loans.
Business Response
Date: 11/12/2022
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.
Initial Complaint
Date:11/11/2022
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.
On 10/10/2022, I sent the following message on their online message portal: “It appears that my previous payment’s overpayment was applied to my next bill. I am requesting that that overpayment and any future overpayments NOT be applied to future bills. Thank you.”

Their message portal stated that someone would reply within 3 business days. However, my request was not processed, as my overpayment was again applied to future payments. I also never received communication from Mohela about my request and it has been a month since my initial request.

I messaged again on 10/21/2022: “I have not received confirmation of my previous message, so I am requesting again: Please do not apply overpayments to future payments. I would like to avoid paid ahead status for the purpose of Public Service Loan Forgivness (PSLF). Thank you.”

Again, my next overpayment was then applied to my next payment due. As such, my bill went from the original income driven payment amount of $136.25 to $117.50 to $99.07.

The resolution I want is for them to complete my request by making sure any overpayments are not applied to future payments, so that I can avoid paid ahead status since I am pursuing PSLF. But I want to be able to make overpayments to prevent interest accruing if for any reason I leave the employment of a qualifying PSLF employer. By doing this, I can both make sure interest does not accrue AND make sure my payments count toward my PSLF qualifying payment total. Mohela is currently preventing me from enacting this financial plan of mine.
Business Response
Date: 11/12/2022
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.
Business Response
Date: 11/14/2022
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 888-866-4352, 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: 11/14/2022
Complaint: ********

I am rejecting this response because:

As I’ve previously written, the only response I will accept from the business is to follow through with my request. My previous student loan servicer did so. So this one should too. There’s no reason not to. I will keep on this until my request is fulfilled or unless the federal government gets its way and student loan interest doesn’t accrue as long as I’m paying the minimum payment.

Sincerely,

***** ******
Initial Complaint
Date:11/10/2022
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 not answered any of my calls or secure messages in the last 4 months. Their website promises a timely response to secure messages and promotes calling customer service; however, my call has never successfully been routed to a customer service representative, and my original message plus follow up messages have all been ignored. That is not acceptable service and violates their own policies/promises. I'm requesting a refund of the payments I made towards my student loan during the COVID payment deterrence period. The only way to initiate this is to contact my student loan servicer, Mohela, but they're not responding to my requests. They are preventing me from getting funds back that I am able to get returned. I'm understanding that this is not an issue for me only but for many, if not all, people who have loans serviced by Mohela, and I can't believe this is not being addressed.
Business Response
Date: 11/12/2022
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.
Customer Answer
Date: 11/19/2022
Complaint: ********

I am rejecting this response because: Mohela’s response on 11/14 was that they will provide written a written response to my inquiry or attempt to contact me directly. I have not received a phone call, separate e-mail or letter in the mail confirming that my refund request has been initiated for X amount. 5 business days have passed since Mohela first acknowledged the complaint. I’m rejecting their response as Mohela is not addressing my request in a timely manner and am frankly skeptical on whether they will work to resolve this issue at all. I have no trust in this business and will continue to file complaints if this request is not addressed again.

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: 11/27/2022
Complaint: ********

I am rejecting this response because:where is the written response/direct call that Mohela keeps saying will be provided? They're just providing the same exact response I rejected to my initial complaint. I'm rejecting the business's response AGAIN because no appropriate action has been taken to resolve my issue. It's so obviously apparent that they have no interest in actually taking action to initiate what should be a very straight forward refund request for the payments I made during the forbearance period. Something that many other loan servicers have been able to do for their customers. I don't understand why the responses Mohela provided say "don't hesitate to direct questions directly to Mohela" when that's literally part of the issue- they're completely unresponsive on their communication/customer service channels. I can't express how frustrating and ridiculous this situation is. Mohela, provide the service that you should be providing.
Initial Complaint
Date:11/10/2022
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.
When I fed loan servicing I received documentation that I qualified for loan forgiveness. Then it got transferred to Mohela and now it does not qualify, never mind that I have put on hold for over 2 hours then they hang up. I finally got in touch with someone on 11/10/2022 ( after the expiration) and they said I had 72 qualifying payments but they have not updated my account. She was not sure why they didn't, one district alone I was in for 10 years and that alone should have qualified according to her. They didn't even apply the COVID-19 Forbearance. My documents were transferred since 2021. This is unprofessional. They really need to do an investigation with the company because there are too many discrepancies and they are trying to find loopholes to try get some form of payments.
Business Response
Date: 11/12/2022
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.
Initial Complaint
Date:11/10/2022
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.
Given that there was an extreme amount (9 plus months) of notice given to Mohela that the PSLF borrowers would be transitioned to them, and given that the procedures, policies, and guidelines of the PSLF waiver have been in place since 2021, it is unacceptable and unprofessional that a month later, I still do not have confirmation and cannot receive confirmation of the reset of my payment amounts (number of monthly payments) after consolidation prior to October, 2022. I was told by staff members to do the consolidation so that I could be credited with the amount of payments based on my oldest student loan. Now, Mohela has posted and says that it could be months before they're able to confirm how many payments I have remaining.

They shift the blame onto the ** ********** ** ********** but they have agreed to partner with the ***** ** ** as the sole servicer of the PSLF program. We are expected to be in repayment by January - of a loan that I may, in fact, have satisfied in full according to the master promissary note. For any other loan company to do this would be met with immediate lawsuits. I would imagine the same will be coming in the future for Mohela.

As for resolution, I want to have my account updated to reflect the number of payments I actually have remaining on my student loans, and I want it to happen in days, not months. Mohela may say this is unreasonable, but to that I say, they never should have taken a contract they cannot fulfill.
Business Response
Date: 11/12/2022
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.
Business Response
Date: 11/16/2022
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 888-866-4352, 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: more delays, more nonspecific timelines.

Sincerely,

****** ********
Initial Complaint
Date:11/09/2022
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 cannot reach anyone on the phone or by email with a question about PSLF paperwork. I received a notice that a form was missing information or illegible. I've tried calling 6 times and emailing 3 times, and have not gotten an answer to my question. When calling, a recorded message says they are "not accepting calls at this time." I emailed for the first time over a month ago. I do not know what to do other than file complaints about the company.
Business Response
Date: 11/10/2022
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.
Initial Complaint
Date:11/09/2022
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 this year. I have not been able to get through on the phone due to several hour long waits. Instead, I have now sent three messages to them and have not received a response. The first on 10/19, 10/25 and the last today, 11/9.

I have made payments during the pandemic that I would like refunded. These payments were made to *******, which was my previous student loan servicer before my loans were transferred to Mohela. Please advise as to what I need to do to be eligible for this refund.

It is inexcusable that it's been almost a month since my first message and have not received a reply even through their website boasted a 24-48 hour turnaround time for reply.
Business Response
Date: 11/12/2022
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.
Customer Answer
Date: 11/14/2022
Complaint: ********

I am rejecting this response because: I would prefer to keep this case open until I'm contacted. My initial contact with them was over a month ago and after three separate times of me trying to reach out I have yet to receive a response.

Sincerely,

******* **********
Business Response
Date: 11/15/2022
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 ************* ** ******* ** *** ****** ****** ************ *** *****, or by logging into your web account to request further assistance with this matter.
Customer Answer
Date: 11/15/2022
Complaint: ********

I am rejecting this response because:

Again, I'd like to wait until I actually receive a response.

Sincerely,

******* **********
Business Response
Date: 11/16/2022
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.
Customer Answer
Date: 11/16/2022
Complaint: ********

I am rejecting this response because: I have still not been contacted to resolve this matter. I will continue to reject any responses where they say they will follow up at a later date. I referred this case to the BBB due to lack of contact, so this response is not acceptable until they have actually made an effort to contact me.

Sincerely,

******* **********
Customer Answer
Date: 11/23/2022
My student loans were transferred to Mohela this year. I have not been able to get through on the phone due to several hour long waits. Instead, I have now sent three messages to them and have not received a response. The first on 10/19, 10/25 and the last today, 11/9. I have made payments during the pandemic that I would like refunded. These payments were made to *******, which was my previous student loan servicer before my loans were transferred to Mohela. Please advise as to what I need to do to be eligible for this refund. It is inexcusable that it's been almost a month since my first message and have not received a reply even through their website boasted a 24-48 hour turnaround time for reply. This is my second complaint with the better business bureau. My first was opened on 11/9 and was cancelled because BBB determined that they made a good faith effort to resolve the complaint, however as of today, 11/22 I still have not been contacted by this company.
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: 11/28/2022
Complaint: ********

I am rejecting this response because: as of today, they still have nor contacted me directly to resolve this matter.

Sincerely,

******* **********
Initial Complaint
Date:11/09/2022
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 contacting Mohela for information for the last 2 months. Every time I call the wait time is over 2 hours. I have currently been on hold for 4 hours now. Totally unacceptable.
Business Response
Date: 11/09/2022
MOHELA
has received this customer’s inquiry. Please be advised that MOHELA will send a
written response to, and/or will speak directly with, the customer addressing
the issues raised in their complaint.

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MOHELA is NOT a BBB Accredited Business.