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Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

Complaints

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

Find a Location

MOHELA has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 4,039 total complaints in the last 3 years.
    • 1,379 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      6/2022 ********* transfer my accounts to Mohela. As of 10/2022 my credit report has not been updated even after dispute through the credit bureaus. I was transferred between 3 reps and on placed on hold for 2 hours and 36 minutes before speaking to someone who tells me that it should have been updated the day before. No resolution has been provided as of the date of this complaint.

    • Initial Complaint

      Date:11/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 been attempting to get in touch with my Student Loan provider via telephone and email for a month now. I have waited on hold for more than 2 hours to speak to a person on multiple occasions and nobody ever answers their phone. I have also sent in writing 5 times a request to have all my voluntary payments made during the Federal Student Loan payment Pause refunded to me as is my right per President Biden's Loan forgiveness program. To date I have not received any response from Mohela. Not even an acknowledgment that they have received my correspondence and are working on processing it. Nothing. Radio Silence and I can not get a human to answer a phone. They owe me more that $5K.

      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.

      Business Response

      Date: 11/05/2022

      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: 11/07/2022

      Complaint: ********



      I am rejecting this response because:
      They advised that I can contact them, but Ive tried.  I have been placed on hold for hours without anyone ever answering the phone at the number they provided.  I've emailed Mohela directly a half a dozen times, and have never recieved a response from my 6 seperate written communications.  They need to contact me immediately at *************  

      Sincerely,  ******** ******

    • Initial Complaint

      Date:11/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 complaint is with MOHELA, my student loan provider.

      I applied for the Public Service Loan Forgiveness (PSLF) Program in February 2022 with my former student loan provider, *********.

      After my loan consolidation, my employers were certified but my payment count was never updated. I have paid my student loans monthly since 2005 and should qualify.

      In September, my loans were transferred from ********* to MOHELA. My PSLF application has not been found in their system (website) to date. It is now Nov. 1, 2022.

      I have tried numerous times to contact MOHELA to no avail. You cannot reach them by phone. I have emailed and received no reply. I have contacted the ***** ****** Attorney General's Office and filed an official complaint.

      I would like to someone at MOHELA to find my PSLF application and process it with the correct payment count. I completed all necessary steps and qualify under the temporary waiver.

      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:Billing Issues
      Status:
      Answered
      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.
      11/1/22 - automatic payments on loan from debit account charged $120 more than any previous amount. 11/1/22- called for explanation and employees are unable to provide reasoning and are confused themselves as to my random increase in payment amount. Unable to speak to any management or supervisor. This is detestable, unethical, and I will not continue to work with a business that changes rates at will and is unable to provide reasoning or reconciliation.

      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:11/01/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Submitted Employer certification form in Aug 2022, and checked box employer refused to sign. In Oct 2022, mohela sends a letter saying certification was denied because of no employer signature. What is the point of having the box on the form??? I sent my IRS wage transcript as evidence of the time I worked at qualifying employer, plus my driver license as proof of my signature. I need help for someone to process a certification form. Documents and phone recordings available upon request.

      Business Response

      Date: 11/03/2022

      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: 11/03/2022

      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,

      ******* La Porta

      Customer Answer

      Date: 11/08/2022

      Please reopen my complaint, as I have not been contacted by Mohela as of yet.

      Business Response

      Date: 11/09/2022

      Hello ******* La Porta.  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 ** at our *************************** by phone at ************, in writing at *****************************************************************, or by logging into your web account to request further assistance with this matter.

      Customer Answer

      Date: 11/17/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as LONG as they keep THEIR word to contact me via EMAIL within the next 7 business days.

      Sincerely,

      ******* La Porta

    • Initial Complaint

      Date:11/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 transferred from *** **** to Mohela as of September 27, 2022. I followed the instructions to set up an online account even though I never received a welcome email from Mohela. It took about a month to even see the loan information. However, I applied for the PSLF in May with *** ****. They forgave many loans and the remaining amount was transferred to Mohela. I cannot find any documentation that was received by Mohela. I had sent two online messages (October 19 and 25) asking for clarification on that program and where I stand as it has been months to include the month it cost me due to the transfer of Mohela even posting my loan information with details. Today, I uploaded the same application I gave *** **** in hopes of speeding up the process. Mohela has yet to send my anything through account or by mail related to this transfer much less where I stand in the PSLF process.

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Trying to get through daily to find out about application for PLSF. Half the time there is no option to speak with anyone, just recordings. The 2 times I was able to get through, I was on hold for over 4 hours and then they hung up on me. This is subpar customer service and can have consequences for people trying to meet a deadline. Mohela should be held responsible for any applications that were not completed appropriately since they were not able to provide adequate support.

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 attempted to get my PLSF forgiveness credits for all the years of the loan. MOHELA will not answer phones or social media. I filed months ago for the PLSF and am not credited for 6 years of payments.
      They have not or will not communicate to me.

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 been trying to contact Mohela in regards to my student loans that were recently transferred to them. I was under the Pslf program with *** *****, and what to ensure it transferred to them. I have been on hold for 2hrs and 15 mins and still no one had answered. This is unacceptable for customer service. There is no reason a customer should have to wait that long to speak to a replacement. Unacceptable

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 been attempting to reach my student loan service provider since Sept. 15, and for 2 hours today, and cannot get an actual person on the phone. Their hours are CST and I have been calling since 12:08PM PST so I know someone is still there.

      I keep getting an automated message and a cycle saying "I didn't get that. I need more information", "You need the help of customer service" but never being transferred. It is incredibly concerning as this is my student loan that I have questions about and would like answered. If I could transfer it back to someone else I would because this company is a joke.

      I emailed through one website today and was given a number that is no longer in service and no contact since I emailed that back.

      I want someone to contact me about my loan within the next 48 hours to answer my questions and I want a valid, answered on a regular basis phone number for this company when I have additional questions.

    MOHELA is NOT a BBB Accredited Business.

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