Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MOHELA

  633 Spirit Dr Chesterfield, MO 63005-1243

• 

  MOHELA

  PO Box 105347 Atlanta, GA 30348-5347

• 

  MOHELA

  PO Box 91388 Raleigh, NC 27675-1388

• 

  MOHELA

  PO Box 90639 Raleigh, NC 27675-0639

• 

  MOHELA

  PO Box 105540 Atlanta, GA 30348-5540

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:11/03/2022

  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 October 2021 I heard the great news that I may be eligible for public student loan forgiveness under the waiver. I promptly applied. I was told I need to consolidate to direct loans and I did. 11/24/2021 I got word that my loans were consolidated. 11/29/2021, I resubmitted my PSFL application with my direct loans as I was told I needed to do. 12/13/2021 I was notified that my loans were actually paid in full by consolidation. I waited and I waited- then I decided to call and wait hours. Every time I called *** ****- I would wait for 1-2 hours to talk to someone who would tell me they could not help me and they would transfer me again and I have waited up to 3 hours to speak with someone multiple times. After speaking with someone I was told that there was a clerical error and the my application had not been attended to after the loan consolidation but it was getting put to the "top of the que". I was so frustrated because I had lost months. 4/13/2022 I was told that my payment count was 119. I dont know how they count them but whatever..... I was close enough and instead of fighting I just decided to save myself the trouble and wait another month. 6/3/2022 I got notification that my payment count was now 118. No idea how it actually decreased 2 months later. In between my notifications I would call 1 time a week on average and wait hours to be told no news and nobody could help me. 08/2022 I submitted a new employment verification to hopefully satisfy the 120 payments. 08/4/2022 I got a letter saying my form was missing information and that the signature on my form from my employer was not acceptable. I got a new form, contacted HR and had them fill out the form again and submitted it. 08/11/2022 I got notification that they would review my updated application. Because of my issues in the past, I once again called to make sure they had EVERYTHING they needed. I was told that it was their mistake and that the signature on the form was acceptable. 08/25/2022 I , once again got notification that "the authorized official listed does not appear eligible to certify employment". What? I once again reapplied with a new signature 08/29/2022- I got notification that my eligible payments were 120 but qualifying were 112. I called to check because I had resubmitted paperwork and my dates should have pushed me over 120. I was told there was another clerical error but they would expedite re evaluating. I, once again got something saying my payment count was 112. 2 days later I was notified that my loans were being transferred to Mohela. REALLY?!??! 10/5/2022 was when my loans were supposed to be available for me to view with Mohela. They werent. I waited a few more days and they were. I resubmitted my application just to make sure Mohela had everything they needed. I called and was told that they had what they needed and I should just wait for them to be reviewed. 11/3/2022 still had not heard anything so I called Mohela with minimal difficulty reaching a human. This person told me that the signature on my application was not valid as it looked to be electronic. At this point, this feels like a huge joke. I have jumped through hoops and scaled red tape to no avail. This is unacceptable.

  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.

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My loans were transfered to Moehla (not by my choosing) from *** *****. I have worked in the non profit sector for 7 years and am in the public loan forgiveness program. I was told my loan and time accrued under the program would be counted by October. It is now November and no time has been counted. Everytime I call, I receive contradictory information about what counts, what doesn't count even though my time has all counted under *** *****. They have me running in circles trying to upload new forms- though *** ***** has all this information which should be transfered. They keep telling me to correct signatures that have no issue and were signed (not digitally). I am left on hold for HOURS and each time I call and do get through- I am told different information and nothing gets resolved. This is criminal.

  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.

• Initial Complaint

  Date:11/03/2022

  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.

  Loan transferred in July 2022. I have not been able to reach any one with company via phone or email. Needed to confirm PSLF paperwork was received by 10/31/22 but was never contacted by Mohela. There is no way to contact anyone with the company. I should be eligible for loan forgiveness, but Mohela will not respond or make a decision. Mohela said my PSLF would be updated in 90 days and that has also passed. They say on the website that my forgiveness would be updated in October and that did not happen. The most frustrating part is you cannot get a hold of any one with the company to get answers.

  Business Response

  Date: 11/03/2022

  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: 11/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  It has been nine days since they said they were going to respond to my inquiry. Nothing has changed. My balance continues to show the same and my payment tracker has not been updated since it was with ******* **** ********* they have had my PLSF application since July 26, 2022. It was supposed to be responding to an tracker updated within 60 days. Their website still says my tracker should be updated mid to late October. It is mid November.
  
  Sincerely,  ****** *********

  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. 

• Initial Complaint

  Date:11/03/2022

  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.

  During the summer of 2022, I was notified my loans were transferred to MOHELA. A few weeks later, I received a welcome letter from MOEHELA (see attachment), and I established my online account access. Upon initially logging into my MOHELA account, my loans displayed in Public Service Loan Forgiveness and payment accounts appeared to annotate the same as my previous loan servicer based on what was known at that time. On August 17th, 2022, I submitted an updated Temporary Expanded Public Service Loan Forgiveness application to MOHELA to certify my employment since the last time. On October 11th I was removed from PSLF by MOHELA and received attached letter stating:
  
  NOT ELIGIBLE: We determined that your employer is a for-profit organization, which does not qualify for PSLF or TEPSLF.
  
  I filed a reconsideration request Case # ******** through the Department of Education and received the attached email confirming I do indeed work for a qualifying employer and to resubmit my PSLF application to MOHELA . On October 20th, I did so. Between October 14th and October 20th, my account was placed back into PSLF by MOHELA. On October 20th I received the attached letter from MOHELA stating my loans have not transferred to them yet.
  
  This was another error by MOHELA as my loans had already transferred to them, online account access is already established, and I have also received my welcome communications months ago. I have sent numerous electronic communications to MOEHLA regarding this matter and have received no response to date.
  This is unacceptable as once all payment counts are completed to include my extended periods of deferment and forbearance periods; I should be eligible for full loan forgiveness and possibly have over payments due back or reimbursed to me. I am attaching the most recent PSLF application sent to MOEHLA. which now certifies my employment through October 2022.

  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 I have yet to receive any communication or response from MOHELA directly. In addition, the response from MOHELA to this complaint is a canned response as it is identical to several of the other BBB complaint responses and it does not address any of my specific issues. It is clear by reviewing all the other BBB complaints for this business, MOHELA is just sending a canned response in reply and to date to outreach to me directly has NOT occurred.
  
  
  
  Sincerely,  ******** *****

• Initial Complaint

  Date:11/03/2022

  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 a federal student loan borrower with Mohela as of this summer. My mother and I both submitted pslf forms prior to the deadline of the waiver. Mohela has been extremely difficult to work with since then. Their wait times have been upwards of 9 hours just to speak with someone and when you do, it’s usually not someone that can assist you, and you have to wait even longer for a supervisor. Specifically, my mother and I both waited the 3 months, we would call to check in periodically, separately and were told “everything looks good on our end and continue to wait.” Now that the waiver deadline has ended, we are being told “there is a hold on the application due to a pending consolidation.” Which is not accurate.
  
  For my account, I was told by mohela there was a consolidation pending from my previous servicer from 7/14, and that i needed to contact them to send mohela notification that it was cancelled. I did that and ********** said they already notified mohela it was cancelled. I tried called back to tell mohela and waited 3 hours and had to hang up.
  
  For my mothers account, there was never any question of any holds whatsoever before today. They told her everything looked good and she should have an updated count soon. Now all of a sudden, there is a consolidation hold on her account too.
  
  I informed mohela that we are working with student loan attorneys as well, but I wanted to inform you of the current illegal practices mohela is taking part in right now. They are not adequately or appropriately staffing, they are falsifying issues with accounts, and they are blaming it on the “influx of calls” and making it impossible to contact them.I informed them that the contractual obligations of the borrow would be questionable if they could not legally fulfill their part of the financial contract, but I do not feel like they are taking this seriously.
  
  Thank you for your time in reviewing this and I appreciate any guidance you have for myself and my mother.

  Business Response

  Date: 11/03/2022

  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:11/02/2022

  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.

  Hello,
  
  I have tried to call MOHELA for over a week now. It is not possible to get someone on the phone. I sent an email asking for help a week ago and they haven’t responded. I recently had to change lenders for the PSLF program. I was informed that I would have 101 payments qualify as long as I consolidated to MOHELA. I did this, the application accepted and I got a letter that only 1 payment will qualify. They report this was completed at the end of October. I just want help getting in contact for them. My loans went up $200 a month with the agreement I had over 100 payments counting. Now they increase this payment, won’t give any way of speaking (prompts do not send you to a person just more prompts). Please help!
  
  Thanks

  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:  I don’t now want a letter. I want a way to contact them. They have their phone prompts set up to not take calls and just keep you hitting prompts that lead to not prompts. A letter will not suffice and I should be able to contact my lender by phone. I sent a message to them last week about a phone call request. They never called or responded. I need a way of getting in contact with them directly. This should not be legal. I know the federal agencies record conversations and I was told inaccurate information that I need to speak to them directly to figure this out. 
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:11/02/2022

  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 late August 2022 I notified Mohela that I am opting to receive payments made during Covid refunded to me. Mohela stated that it would take up to 30-days to receive the funds back. It has now been more than 65 days and I still have not received my refund. Furthermore, I have made multiple attempts to contact them by phone, email and their website messaging system. Three times I was on hold for 2 hours and 15 minutes after which the music stops and I was either disconnected or continued to wait without any indications I was still connected. This is abominable customer service and I see no reason why I should continue to endure financial hardship as a direct result of Mohela not refunding my money.
  
  An immediate refund. If somebody could please help by expediting the refund I would greatly appreciate it. I do not know what this entails. Maybe reaching out to the treasury department to expedite the process or perhaps pressuring Mohela to take action.

  Business Response

  Date: 11/03/2022

  “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: Mohela response in part, "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.”  In this generic response MOHELA states that they will "MOHELA will send a written response to, and/or will speak directly". Ironically, MOHELA not answering their phones, sending me a written response, or email is the exact reason for this complaint. Simply stating that they will do so, without taking action, is not sufficient in resolving my refund issue.

  Sincerely,
  
  *********** *********

  Business Response

  Date: 11/04/2022

  Please accept our sincere apologies. We regret that you
  had a less than satisfactory experience during your interaction with us. We
  value your feedback, as we understand how important it is to offer exceptional
  service. MOHELA will send a written response to, and/or
  will speak directly with, the customer addressing the issues raised in their
  complaint. .You spoke to MOHELA on November 04, 2022 to address concerns .  We hope the response provided by MOHELA  addressed all your concerns. 

• Initial Complaint

  Date:11/02/2022

  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 Student Loan servicing is horrible. I have tried on many occasions to speak with a person but I keep getting shuffled through their automated system. I am trying to understand why my Student Loan Public Forgiveness count went from 11 months back to 24 months. The explanation they used on the electronic letter does not make sense. I have attached the letters for your review. When you contact them, you cannot get a live person. I work for the ******************* and this is very important to me because I have done everything right. My student loan servicer was changed in July from Fed Loan to Mohela. This company is horrible.

  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.

  Customer Answer

  Date: 11/08/2022

  Complaint: 18346618
  
  I am rejecting this response because: I have yet to be contacted. I just want confirmation of the amount of student loan forgiveness payments I have to go before loan discharge. Additionally, their correspondence makes no sense because I am still employed with ********************************* Please see the attached Student Loan Forgiveness Form. So, my question is how can an employment begin date be before an employment end date when you are still employed by the same employer on the form. Please see the attached
  
  
  
  Sincerely,
  
  *************************************-*******

  Business Response

  Date: 11/09/2022

  We appreciate you bringing this matter to our attention as we strive to create the best customer service experience possible. Again, we sincerely apologize for the frustration and inconvenience that these concerns have caused you.  We appreciate your feedback regarding your experience so that we can provide a more positive experience moving forward.. A supervisor from the Customer Advocacy Team will  attempt to reach out to you to discuss your concerns.

  Customer Answer

  Date: 11/10/2022

  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:11/02/2022

  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 first applied for a refund of payments made during COVID on 8/27/22. I called in and spoke with someone and she told me she filed the request. On 9/13/22 I called back and the person I spoke with said that had never been filed, and he would file it. On 10/13/22 I called again to check on the status, and they said I may not receive a refund until after the student loan forgiveness application is closed. I am entitled to this refund under the CARES Act, and receiving this refund is the only way for me to receive the one-time student loan forgiveness. Every time I call, I’m on hold for 4+ hours. I just want this resolved so I can submit my forgiveness application.

  Business Response

  Date: 11/03/2022

  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:11/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My loans currently are being serviced by Mohela as I am participating the the Public Service Loan Forgiveness program. I have made over the amount of required, on-time payments on my loan (126, to be exact), all while employed by the Federal government from the beginning the of the forgiveness program in 2010, to present day. I have always been employed by the Federal government since I graduated from undergraduate in 2004, save 9 months, where I was employed in the private sector. I plan on continuing my Federal service for the remainder of my professional career.
  
  Since the granting of the Temporary Public Service Loan Forgiveness waiver, I have spent many hours backtracking through my career to gather the appropriate supporting materials to show my qualifying employment with various Federal agencies from 2010 to present. That work has yield me 54 qualifying payments towards the program, according to Mohela.
  
  The problem is, when I submit the paperwork to account for the 72 payments that are not showing up, I have my applications canceled as they are classified by the loan servicer as duplicate applications since they seem to be under the impression that t am submitting the same form over and over again. This has now happened to me 4 times, twice with the previous loan servicer, and twice with Mohela.
  
  The applications are *NOT* duplicates as they are accounting for time that was not verified prior to the temporary waiver, but at the same agency where employment has been accounted for with past forms.
  
  I have had these elevated twice for further review by Mohela, only to have them canceled as duplicate applications. My only conclusion is that "elevation for review" means nothing and these are not actually looked at by humans.