Business Profile
Loans
MOHELAThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,039 total complaints in the last 3 years.
- 1,377 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/06/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted the company 5 times over the past 2 months and have received zero replies. Including 2 phone calls that I was hung up on while on hold. The payment count for my public service loan forgiveness is incorrect since moving over from ********* when I was assured my count would be corrected. The count is OFF by over 100 payments and the company refuses to rectify this. However, they have no problem contacting me to remind me my payments will restart on Jan 1. This is not fair. I know I am not the only one in this situation.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:11/06/2022
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since my loan was transferred to Mohela its been an ongoing battle. I have been put on hold for long periods of time when I call. Im told to wait. Then I call back when they tell me to call if nothings been done and told to wait more. I have submitted quite a few pslf certification forms that they should of have before the transfer and they have never posted any of those counts. Theres also a lot of pymt counts missing and they have not addressed that either. I was told to wait mid October or end of October no word from them or no change in payment counts. They are not doing anything to help student borrowers. At least with the last company you can tell when they were adding payment counts this company hasnt done anything to change any of my counts even if they received my certifications. I would like them to review my account thoroughly read my extensive email indicating what months they missed and add my new payments counts with the certifications I have sent to them that they neglected to count.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: 12/01/2022
Mohela has adjusted a few payments but has not reviewed my account for all the missing payments or has updated my certification that was submitted several months ago. I get a generic email stating to call customer service if issue has not been resolved but I dont have time to sit there and wait three hours on hold I work and dont have time to do that and when they do get on the phone they say you have to wait.Business Response
Date: 12/30/2022
MOHELA has received this customers inquiry.Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.Customer Answer
Date: 12/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** De La ****Initial Complaint
Date:11/05/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Declined my pslf request. They claim I am only made 3 eligible payments. I've made over 120 payments..I consolidated before 9/29/22 therefore I am eligible..I meet all of the requirements. I've called multiple times... No response.... I spend endless time in wait and then they hang up... Unacceptable.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:11/04/2022
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My student loans were transferred from Fedloan to MOHELA on Sept . 15, 2022. I have applied for PSLF and have been using the federal pause that goes back into effect January 2023. I have been receiving notices that my account is past due and no word on how PSLF is progressing. I have tried calling several times to be put on hold and after hours of waiting, been hung up on. I have used email messages and NEVER receive any follow up messages.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 tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:11/04/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed my Public Service Loan Forgiveness application as required by the DOE and was told I would hear back within a certain amount of time. It has bee +90 days and I have heard nothing. I have called MOHELA on multiple occasions only to be put on hold for hours then hung up on.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 ******* *******. Our company has experienced challenges in
the sudden increase of accounts as well as a tremendous increase in call
volume. We have increased our staff to the fullest of ability and have no
control over wait or response times. We value each and every consumer we
service and will continue to work diligently to address all their concerns to
the best of our ability. We encourage consumers to visit https://www.ed.gov/ for tips, and if they have
an account with us, they could create an online account to check their status
and email questions to our company directly. Again, we apologize for any
inconvenience this has caused and will continue to work hard to move past these
new challenges.Customer Answer
Date: 11/10/2022
Complaint: ********
I am rejecting this response because: In accepting the responsibility, they should have done their due diligence and made sure they had adequate resources. It is not my issue that they do not and that I have called and called, spending hours of my personal time waiting for no response. What about my time and efforts? I did everything I was supposed to do, I complied, but the company does not have to? I still find this unacceptable. If I had a choice of how to do this, I would certainly choose a different avenue, but I am forced to deal with this, so there is no real urgency to address the issue.
Sincerely,
******* *******Initial Complaint
Date:11/04/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Along with all of my consolidated student loand debt, my approved and active Public Service Loan Forgiveness account was transferred to MOHELA from ******* services carrier by fax in October of 2021 (verified by MOHLEA representative). Since that time (it is now November of 2022) none of the pertinent information has been processed by MOHELA according to their PSLF representative. I have attempted to reach the "PSLF escalation supervisor" for resolution to this issue on 5 separate occasions with 2+hrs of hold time on each occasion. I have yet to be able to speak to said supervisor. (I am on hold with them for 1 hr as I write this complaint). I am requesting that my accounts be updated to reflect the current information to include all qualifying payments and employer certifications, no later than the end of the fourth quarter, December 31st 2022. I am requesting that MOHELA be held accountable for these irresponsible and predatory business practices.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: 11/10/2022
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. 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: 11/10/2022
Complaint: ********
I am rejecting this response because: I still have not received any communication from MOHELA addressing my issue.
Sincerely,
******* *******Initial Complaint
Date:11/04/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
NOTE: This is NOTE about PSLF program. It is different. This is "getting refunded for direct loan payments made after 3/13/2020"!
11/2021- I got my servicer changed to MOHELA.
8/26/2022 – I called Mohela and was able to get that box checked. It was so easy, it was TOO easy, ya know?
9/22/2022 – I called Mohela again just to make sure the right thing(S) were activated. I was told it would take 3 – 5 business days, but maybe up to 30.
Just in case, I just (10/20/2022) called my ~previous~ servicer ************* – they have the payments and sent them to me. So, despite not hearing anything from Mohela since 8/26/2022, I was about to login to mohela and upload the Proof of Payment(s).
So here’s the thing. Back when I had first called Mohela, and they said (basically) “You are all set.”- they didn’t say anything about actually having the payment information. So I’m not sure what Mohela would be going by.
And NOT, and for the past 3 weeks, when you call Mohela @ (888) 866-4352 they robo-(1)talk about the new app at **************, (2) talk about the updated PSLF, (3) talk about refunds made after 3/13/2020- “contact your service provider” (which, recall, is mohela!)… AND THEN! They say something to the effect of… Mohela is just so overwhelmed! With everything! So we just can’t talk to you on the phone right now!
So just as with other complaints of this nature, I have this refund I'm qualified for, and I want it so I can turn around and the forgiveness as per the Biden announcement (so just to be clear, this is NOT about the PSLF)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:11/04/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My student loans were transferred to Mohela. They took my bank account information from my federal government account and even though they acknowledge the loan payment freeze until next year, they are withdrawing payments. I have contacted them and they don’t respond.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: 11/10/2022
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. 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: 11/10/2022
Complaint: ********
I am rejecting this response because:
Mohela. do you know what gaslighting is? Put in writing her to the BB, not to my home address what your response is. I don’t trust you to send me anything that a) is accurate or b) ethical and c) if I have an issue that you will respond appropriately.
Sincerely,
******** *****Initial Complaint
Date:11/03/2022
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fed student loans were transferred from fedloan to Mohela a few months ago. I am unable to access my account or get any information pertaining to them. I cannot make payments currently that could apply to student loan forgiveness 120 qualifying payments. I applied for PSLF before my loans were transferred from fedloan and I cannot check on that progress. I cannot log into Mohela because I dont have account setup to check on my PSLF status. I have tried many times to contact Mohela and it doesnt seem like they have any employees to answer questions.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: 11/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:11/03/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Mohela is incorrectly denying dozens of PSLF applications due to "improper signature" from *********** ********** ******* ****** as an employer. We are using a signature that meets the requirements: "A scanned photo of a signature that was hand drawn on paper".
Called their phone number ************ three times and was disconnected EVERY TIME while waiting to reach a representative.
Tried to file a complaint online and received a message the complaint system was unavailable.
It is impossible to reach anyone at Mohela to address this concern.Business Response
Date: 11/04/2022
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: 11/04/2022
Complaint: ********
I am rejecting this response because:This response does not address the issue of *********** ********** overall concern as an employer challenging the rejection of an allowable signature.
Sincerely,
****** ***********MOHELA is NOT a BBB Accredited Business.
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