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 105540 Atlanta, GA 30348-5540

• 

  MOHELA

  PO Box 105347 Atlanta, GA 30348-5347

• 

  MOHELA

  PO Box 91388 Raleigh, NC 27675-1388

• 

  MOHELA

  PO Box 90639 Raleigh, NC 27675-0639

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:10/31/2022

  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 spent several hours today (10/31/22) trying to speak to a customer service representative at MOHELA. Over the weekend I was confirming that my PSLF information transferred to MOHELA when my loan was transferred from ******* to MOHELA (mandatory transfer). From what I can tell online, my information did not transfer over appropriately so I've been trying to contact MOHELA to speak to a representative. I have been stuck in a constant loop of pre-recordings with no way to speak to a human representative. After doing a quick search, it was brought to my attention that MANY people are dealing with this same issue and no one is able to get in touch with a customer service representative at MOHELA. I believe they are violating their contract with the U.S. government as a federal student loan servicer.

• Initial Complaint

  Date:10/31/2022

  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 been trying to contact them through all phone numbers for over a month during their listed business hours. I've had to sit on the phone each time through the robotics for 10 minutes. I've not been able to speak to anyone and my PSLF information has not been updated for the waiver ending 10/31/2022. There phone system does not work!

• Initial Complaint

  Date:10/31/2022

  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 submitted a PSLF form 823/22 and received a response (dated 10/18/2022) from MOHELA on 10/27/22 that I do not qualify for forgiveness yet; however, upon reviewing their documentation, I can see very clearly that they recorded the incorrect start date of my current position. I have submitted PSLF forms every year for the past six years and my start date is very obviously correctly recorded 3 previous times, yet, this time, they recorded the incorrect date, which ended up erasing over NINETEEN months of payments between 2020 - now.
  
  After multiple calls to MOHELA and waiting on hold for hours, when I finally got through, I was told the only thing they can do is submit my form for reprocessing - that there was no feasible way for them to correct the start date until my form is reprocessed.
  
  The problem is that I subsequently called the Federal Student Aid Information Center today and they informed me that the only way for my account to receive the one-time payment adjustment for time in deferment this fall is if my payment counts reflect that the one-time adjustment would be enough to discharge my loans by the end of today, 10/31/22. Because of MOHELA's error, my payment counts will not be correct by the end of the day today. Given that I did not receive MOHELA’s update until 10/27/22, I did not have more time to make sure this egregious error was remedied by the end of today.
  
  Because of MOHELA's error, I have to put off career advancement that will cost me tens of thousands of dollars because I will not get loan forgiveness in time. Because of MOHELA's error, I will have to start making payments again in Jan 2023 when my loans should otherwise have been discharged THIS fall.
  
  I have given so much over the past 10 years. I work in mental health, and I have been helping the public and other healthcare providers persevere through the agony of the past 2.5 years. It is unconscionable this is how this country's most loyal public servants are treated.

  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.

  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.
  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:
  
  Still, nothing has been resolved/corrected.
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/31/2022

  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.

  They will not answer their phones or process my Public Student Loan form. They have turned off their phones.

• Initial Complaint

  Date:10/31/2022

  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 received notice from MOHELA that all of my student loans have been transferred to them. On their website, when I enter my DOB and SSN to register along with all my correct identifying information, it says that my information does not match that of their system and to contact them. I have spent hours trying to navigate their only customer service number and never reached an option related to registering for online access or a real human who can help me. At numerous points the system has just said sorry we cannot help you please try back later and then hung up on me. I have no way of confirming my loan information or status or payments and yet surely will be held responsible by them for any errors in payment plan or processing of my loan forgiveness application. Please help me get to a real human at MOHELA who can get my account access set up so I can be a diligent borrower.

• Initial Complaint

  Date:10/31/2022

  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 account was transferred to MOHELA in Sept. 2022 from *** **** ********* for Public Student Loan Forgiveness. MOHELA denied all payments to my account from 12/19 to the present although all those payments were approved by *** **** ********* prior to the loan transfer. Upon calling MOHELA, a customer service rep could not tell me why the payments/PSLF forms were denied but instead transferred me to the management line where I proceeded to remain on hold in excess of 3 hours with no answer. I have tried calling multiple times and sending emails to try to resolve this matter prior to the temporary waiver expiration date of 10/31/22 with no success. In addition to the denial, I have dates in excess on 12 consecutive months on Forbearance and Deferment dates prior to 2013 which have not been counted. MOHELA is showing 27 remaining payments in error. In actuality, the account should have been forgiven back in 5/22 instead of being transferred to MOHELA. *** **** ********* stated they were unable to verify employment with my employer although I submitted PSLF forms in 11/21 & 5/22 along with my 2021 tax return and W2. I've been with the same employer since 2017. I believe this was done to avoid forgiving my loans and to transfer my account to another servicer to facilitate the denial as well. *** **** ********* will not answer questions about my account as they no longer hold it & I am unable to get in touch with MOHELA to find out the reason(s) for denial to correct the issue and this is the last day to do so. I'm filing this complaint to protect my future rights to PSLF forgiveness.

• Initial Complaint

  Date:10/30/2022

  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 federal student loan was recently transferred to MOHELA, which has been nothing short of a nightmare. I am sure you have received thousands of complaints about how they do not answer their phones or respond to email. I have been a public servant for my entire career, yet when I recently sent them documentation of my employment certification, I received a letter stating that my loans suddenly no longer qualify for PSLF (even though I already have made many qualifying payments). When I try to call, I sit on hold for hours only to be disconnected. When you try calling the PSLF number on their website, you will receive a recording that says due to the overwhelming number of inquiries related to PSLF, they cannot take any calls at this time. The call is then disconnected. I have also emailed multiple times and not heard back. Tomorrow is the deadline to have this rectified and I fear that I will loose out on PSLF due to their incompetence rather than any fault of my own.

  Business Response

  Date: 11/02/2022

  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:10/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 15, 2022 I faxed my PSLF and Limited Waiver to the Dept of Education at Fax * ************* This was the first number on the completed form. I waited and waited snd heard nothing from my servicer which is **********. I called them after a while and they confirmed they have the PSLF and Limited Waiver form but they can give me no information on it becside per ********** the form is being processed by Mohela. I was told to contact Mohela. I have reached out to Mohela several times and their agents and greeting direct me back to **********. I have set up an account with Mohela and logged into their site and I see where they do not have the PSLF form. This is strange as both ************** shoe the recieved form and ********** has it as well. So I bounce back and forth between ********** and Mohela and no one can give me any information. Also, I tried to upload my PSLF form and Limited Waiver before 10/31 and Mohela's website on both my phone (Android Galaxy s22 ultra - fully updated) and my laptop (fully updated) show a strange error that says the website can't process the upload because it's a bookmarked function or back button. Neither of which I used. I need Mohela to process my PSLF and Limited Waiver application. It's a combined application. I also request that Mohela assign to me an agent to serve as one point of contact who is knowledgeable about my PSLF and Limited Waiver application.

• Initial Complaint

  Date:10/29/2022

  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 need to contact MOHELA because there is a problem with my student loans.
  
  Summary - my loans were serviced by **********  On August 5, 2022 I submitted an application for forgiveness under the Public Service Loan Forgiveness (PSLF) program, which forgives the Federal loans of government employees who made on-time payments for 10 years (120 payments). On September 7, 2022 ********* certified that I made 120 payments and was eligible for forgiveness, and they told me that on September 12, 2022 at 1:37 PM it was sent to the **** ***** ** ********* to confirm and forgive the loans. Then, after September 15, 2022 my loans were transferred to MOHELA. I've been calling and calling trying to speak with a MOHELA representative to confirm that their records show my loans are with the DOE, but it is almost impossible to get through. I've spoken to people twice, but both times I get disconnected and they didn't call me back like they said they would! And they both acknowledged something was wrong in their system! I try to call back but the automated prompts make you go around in circles. It's almost like you need to know the secret code to get through. Something is wrong in their system but they are not picking up! In January they are going to start charging me approximately $600 a month for loans that should be forgiven by now! Please help!

• Initial Complaint

  Date:10/29/2022

  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 had zero movement on any information provided to MOEHLA, including most recently a Student Loan Consolidation application. I have been unable to get anyone on the phone or get any response on the website.
  
  Once my PSLF considered grad school loans were transitioned from *** **** ********* to MOEHLA, I uploaded (using their uploading service) new employment certification verifications for my PSLF tracker. These have not been applied. This was in March 2022.
  
  In August, I submitted additional employment verifications, as well as my yearly PSLF application. These have not been addressed.
  
  On August 25th, in response to new information about TPSLF and/or one time forgiveness, I completed an application through Federal Student Aid for my FFEL to be consolidated to MOEHLA. Federal Student Aid assures me that MOEHLA received this application and I did receive a notice from MOEHLA on September 6 indicating there was a delay in processing; however, it is now well over a month later, the consolidation is not complete, their delay will roadblock me from TPSLF (due 10/31) and I can not get anyone to speak with me about this delay on their end. Now their phone messages (after numerous go-arounds with the automated system and significant wait times) just says that they aren't assisting callers by phone.