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

4,039 total complaints in the last 3 years.
1,377 complaints closed in the last 12 months.

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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:11/08/2022
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 is supposed to be in charge of my student loans as of early September. The company still claims that they don’t have the information on my loan yet and getting telling me it should come through in the “next couple of weeks.” There is still no update on my loans. Every time I try to contact customer service, the wait time is more than an hour. One time I waited on the phone for literally 4 hours! Dealing with this company is awful and I feel powerless. I qualify for PSLF for which I have submitted all necessary documentation. I also qualify for a refund of all the payments that I made during the student loan payment pause, however, until Mohela gets all of my loan info. in their system, I am unable to request the refund. Their business practices seem very underhanded and deceptive. I am missing out on thousands of dollars in refund as well as the peace of my of having my loans forgiven. I am also eligible for forgiveness under Biden’s program, but if that goes through, I still won’t be able to get a full refund if all that I paid during the pause. I am very frustrated and really have no idea what to do moving forward because no representative of Mohela has been of help when I do get through after long waits in the phone.
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. 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:11/08/2022
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.
Complete paperwork for Public Service Loan Forgiveness (PSLF) program was filed in July of 2022 Following consolidation of applicable student loans to Mohela. Received single communication in early August via ** ****** **** and electronic formats pertaining to processing delays due to high volumes. Have received no further communications since August 05, 2022 memo regarding processing status or outcomes. Three separate inquiry messages have been sent on 10/11, 10/19 and 10/31 of this year requesting status update, with no responses received to date. Multiple attempts have been made to contact customer service via phone service without any contact with customer service representative to discuss case. Phone system provides very limited access to reach customer service and often reports "unable to take call due to high volumes" before intentionally disconnecting the call. Would like to also discuss resuming payments and removal from forbearance while pending approval. Requesting PSLF status resolution and next steps to complete PSLF approval process.
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.
Customer Answer
Date: 11/16/2022
Complaint: ********

I am rejecting this response because: 5 business days have passed without contact from Mohela resulting in no resolution of compliants. No messages via the website, mail correspondence or points of contact via phone have been received providing further follow-up. The absence of contact is consistent with the persistent lack of communication.

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:11/08/2022
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.
In early August 2022 I consolidated my student loans with Mohela and submitted by mail my fully completed PSLF forms. I emailed them via their website to get clarification on a concern and got no response, ever. I tried to call multiple times and could never get a person. On 11/07/2022 I received a letter from them with a list of missing items on my application. Every single item they said was missing was with my forms. The forms were 2 pages, and the employer information was the second page. They did not give me any ability to contact whomever sent that letter to get it fixed. I re-uploaded the same documents that had all required info, and started calling again. I finally reached the call center, and that person reviewed everything and confirmed that every item they said I was missing was on the document I sent in August. She said, "oh that was our mistake". She said she would note that and resubmit for me, but that it would go back into the regular que, and not for immediate review by the person who missed the entire document. This now means my payment will be due prior to them reviewing, as the waiver ends 12/31. This is an unfair practice when it was their mistake that they acknowledged.
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. 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:11/08/2022
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 call MOHELA multiple times regarding my PSLF application. My application was originally sent to my previous loan servicer, but since my account was transferred to Mohela, I can see my "qualifying months" but I do not have access to any information on the process of my PSLF application, as it is past the 120 qualifying months needed and was submitted for PSLF several months ago. I have tried at different days/times, and no matter when I have called, I just stay on hold for 60+ minutes without anyone answering. On October 11th, I submitted a request for this information regarding my account to Mohela's online messaging system. On October 17th, 2022, I submitted a follow-up message. On November 3rd, 2002, I submitted a complaint to their messaging system requesting, at least, an acknowledgement of my questions and a message that they were working on it. To date, I have received no system message responses or other contacts from the company. I also re-uploaded my PSLF form to the website on 11/3 when submitting my message, which still doesn't appear on my account several days later, despite getting a message that it received and being processed when it was initially uploaded. I filed a complaint with **** at the end of October and am waiting on MOHELA's response. However, I decided to file something with BBB this morning, as it appears that MOHELA sometimes responds to BBB complaints. Unfortunately, it seems like a lot of other people are running into the same issues with MOHELA. I don't have another choice than MOHELA in servicing my loan and processing the PSLF information they received when my loans were transferred. I can appreciate that they're busy with so many new accounts, preparing for federal loan changes, etc., but that's absolutely no excuse for ignoring customers and not processing information they've already received. Thanks!
Business Response
Date: 11/08/2022
“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: 11/17/2022
Complaint: ********

I am rejecting this response because Mohela responded in their letter (attached), which they finally uploaded to my account (mind you, in reference to my BBB complaint; not my initial messages) that, while they were apologetic of the delays in responding to my issues/questions, their current expected wait times for phone calls are, "...up to 3 hours," and responses to email contacts (their online messaging system) will take, "...up to 60 days." I cannot believe that they admitted to and are ok with such a terrible timeframe for addressing the needs of their customers. They noted that my completed PSLF application was received by them and submitted to *** ********* (whom I called and was told they could not verify this), but the document they submitted is not on my account, their "check your progress" section for PSLF, where you type in your SS#, DOB, and Last Name, yields no results, nor have any updates on where they are in the process been sent to me. And I cannot connect with the company to gather any additional information because contacting them in any reasonable way is not an option given their wait times of 3 hours on the phone and 60 days via email/messaging. I can't understand how they are allowed to maintain this contract and are not expected to provide timely responses to questions/issues or information to their customers. The lack of communication and oversight leaves a lot of room for issues to arise and mistakes to be made.

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:11/07/2022
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 contacted Mohela on numerous occasions and have had to wait on hold for over 2 hours. One time they wouldn't even put me on hold, the automated service hung up because there were too many people trying to contact them. It takes at least 15 minutes to go through their automated system to even get in-line to be placed on hold.

In addition, two representatives gave different information about my PSLF form. One said to call the Dept of Ed, which I did. They said to call Mohela. Now it's a "she said, she said" game since they all are saying something different and can't resolve a simple issue/question about the form I submitted. The form has my employers contact information as a stamp instead of written out. The signature is real. The first rep. said this stamp was fine, but my payments while employed here haven't been counted and now they are saying the stamp is not fine.
Business Response
Date: 11/08/2022
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: 11/09/2022
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: 11/10/2022
Complaint: ********

I am rejecting this response because: I will reject any form response until I hear from Mohela. They told me to call the number that I have called multiple times and once was on hold for over 4 hours before I had to hang up; one time the automated system hung up on me and I couldn't even wait on hold. I have sent multiple messages online and have yet to hear back.

Sincerely,

***** **********
Initial Complaint
Date:11/07/2022
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 have on multiple occasions attempted to speak to someone at Mohela about my application for the ***** I usually either have my call dropped after having to listen to about 10 minutes worth of information and options that don't apply to me at all. I have at times had the option to request a call back but that never occurs. Today (11/7) I was actually connected to someone after a 20 minute wait. Miracles do happen. She instantly told me she was training but assured me that her mentor was there to help. She did her best but couldn't answer anything an had to place me on hold to get a very basic answer. She eventually couldn't answer any more basic questions and her "right there mentor" never showed up to help out. I was told I was being transferred over to a "PSLF expert" and after waiting 55 additional minutes with no updates I just hung up. I understand that Mohela didn't ask to handle PSLF but I didn't ask to deal with Mohela. It would be nice to be able to at least get some very basic questions from a company that prides themself for doing nothing other than helping and serving. Awful company. Friendly but terrible service. Yikes to know this is the government selection of our loan handlers.
Business Response
Date: 11/08/2022
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: 11/08/2022
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:11/07/2022
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.
For the past year I have been switched from multiple different servicers (not by my choice) for my student loans ultimately to Mohela. I was told I had made extra payments during the pandemic to my loans that did not need to be made and could be refunded. I requested this refund and was told it was being processed. After months I was repeatedly told it was being "processed" and could not be given any further information other than that. After further questioning some representative said that it indeed was taking longer to process than expected and would reach out to manager for further clarification. I have not been able to reach ANYONE since then. I have been placed repeatedly on hold for hours for no one to pick up and given no expectation of how long to expect being on hold or a way to directly contact someone who could be helpful. From my first request its been about 5 months and there is no further clarity if this even being "processed." The run around I've been getting makes me believe this is intentional so one would just give up. They offer no way to get a hold of anyone and make the process as challenging as if that's the intention.
Business Response
Date: 11/08/2022
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: 11/10/2022
Complaint: ********

I am rejecting this response because: I've already been waiting months for a response. The fact they say again they will reach out with no time table or way for me to reach them is the exact position I'm already in and the reason for the complaint. They need to actually address the issue.

Sincerely,

******* *********
Business Response
Date: 11/12/2022
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.
Initial Complaint
Date:11/07/2022
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 clearly bitten off more than they can chew. I have spend a collective 20 hours on hold (one time up to 5 hours) trying to get information on my PLSF that was initially submitted back in March and then switched over to them during the summer. The people who answer the phone have NO information about ANYTHING. All they tell you it will take another 30 days. You wait that 30 days and nothing. I'm on hold with them right now which is approaching 3 hours. Really? Who has time for this? I also need a refund of payments made during the CARES act. I was told that was going to happen about 4 months ago and nothing.

This is a horrible way of doing business. Never had these issues with previous providers. I wish to hell this was never transferred to them. Seems very unethical. I would like some answers. I've emailed, put in supervisor call back requests, and NOTHING!
Business Response
Date: 11/08/2022
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:11/07/2022
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 am eligible for loan forgiveness, I have tried to get this reviewed and instead, Mohela marked my forms as duplicate instead of reviewing them. I've worked in public service since 2012 with 3 agencies, and my previous servicer ******* had sent me a letter saying I was eligible, and then my loans got switched to MOHELA and it has been a nightmare. Nothing has been done to update my payment account and eligibility since this switch back in 06/2022, and the customer service line is horrendous. I am coming up on having to make a payment and now I will be paying on loans that I should no longer owe.
The "duplicate forms" MOHELA marked are 3 separate forms from different employers, certifying my employment over the last 10 years. If they had looked at them, they would recognize this; because they did not look at them, they still reflect I've made one payment.
If you are unable to resolve this issue, please let me know if the best next step is a legal case, or other suitable options.
Business Response
Date: 11/08/2022
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:11/07/2022
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 received numerous emails from MOHELA asking me to contact them immediately to resolve issues with my account. I have gone through their phone tree a dozen times and have still been unable to talk to a human being. The few times I have somehow been able to get in line to talk an employee there I have been on hold for over two hours and never been able to speak to anyone. I have faxed, mailed and uploaded documents but nobody has ever called me back. My payments are restarting in less than 2 months and I do not know what my payments will be or how to get them recalculated. I have not been able to discuss my PSLF waiver with them. Please help.
Business Response
Date: 11/08/2022
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.