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Business Profile

Loans

MOHELA

This 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

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.
    • 1,382 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:10/29/2022

      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 loan was given to Mohela, and I have been attempting to speak with someone about my PSLF. I filed all the forms needed for it about 6 months ago, before my loan company changed. Mohela website states I still need a certification, which does not make sense, but I can find no further information. I can get no further information needed from the Mohela website or any automated information. I tried calling and after getting through the automated information, I requested to talk to someone. And the message literally said that due to call volume they would not accept any calls. They chose to take over my loan and are refusing to speak with me at all.

    • Initial Complaint

      Date:10/29/2022

      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.
      Mohela will not return messages sent when questions are asked. Their phone lines are impossible to get through. When a customer service rep is reached, there are multiple different responses given and mis-information provided depending on who you speak with. They are not following through with the guidelines that have been set for PSLF programs by the federal government and there is no one to help because Mohela will not give any type of a response or explanation. There is no one to help loan borrowers and we are all at the mercy of Mohela, yet Mohela will not provide any form of customer service or appropriate communication at all.

    • Initial Complaint

      Date:10/29/2022

      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 to Mohela a few months ago. I've sent 2 messages on the same issue regarding an application (Oct 6 and 20) with no response as of Oct 29. Their app says you'll get a response within a few business days. I've read too many complaints that their phone numbers don't work / people have been on hold for hours on end which I can't do due to work. I would just like a timely response to my questions.

    • Initial Complaint

      Date:10/28/2022

      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’ve made several attempts to reach Mohela regarding a ******** ************** ******** loan forgiveness program that requires their signature. I began making the request 9/28/2022 with phone calls that lasted 2+hrs of being on hold. I then attempted to reach them via messaging from my Mohela account; note I attached the required form for a rep to sign. The out account notes it was read 10.4 but I still have not received a message back. Per the document Mohela has 14 days to respond and has not. This could mean I loose out on at the very least 50% of my loans being paid off bc they didn’t do their part. I need them to reach out to me w the required document ASAP they can view the document attached to the original message sent

    • Initial Complaint

      Date:10/28/2022

      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 speak to someone about my PSLF since September. Both times I have been on hold for hours and then disconnected on their end.
      I also went to their FB page and tried to send a message and it came up couldn’t send.

    • Initial Complaint

      Date:10/28/2022

      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 loan details that I need to gain access to from Mohela. No way to access them online and I can't get ahold of anyone when calling Mohela as I'm in robot hell and then nobody answers and then it disconnects. This is ridiculous. I need all loan information from that dates back to 2002 as this information is necessary for a litigation.

      Request for ALL LOANS for attendance of student ******* * ******** *** at the Art Institute of Pittsburgh for all attendance starting in 2002
      Request for ALL LOAN PAYMENTS made by the following people:
      ***** * ******** **** ** ******** ** **** ** ******** *** 
      Request for ALL LOAN PAYMENT INTEREST with breakdown made by the following people: ***** * ******** **** ** ******** ** **** ** ******** ***

      Attached is a voice call I've recorded when making my last call directly to Mohela. All they do is transfer you and the call hangs up.

    • Initial Complaint

      Date:10/28/2022

      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 get through to a person at Mohela to ask them about question about my public service loan forgiveness application. On October 24 and October 27, I called around 7pm and was told that there was no one available to answer the phone. I called around 11 am on October 25 was on hold for 1 hour and 45 minutes before I had to hang up. Today, I called at 8:30 am EST, was on hold for 3 hours and 15 minutes and there phone system just hung up on me.

    • Initial Complaint

      Date:10/28/2022

      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 sent in my PSLF form months ago and received an email on October 20th stating that there was incomplete or missing information. All of the information is there. I'm looking at the copy of what I sent. The form is filled out perfectly. All of the items that they state are missing are clearly filled in. The email I received from them also states that my employer doesn't qualify for PSLF but I work at a state college and actually looked using the tool that is provided and it clearly is one of the employers that is covered under the plan. Being employed by the state is basically the definition of a public employee.

      In the email they sent they say that I need to contact them. So I call the number and it is just a bunch of recordings. Each time I press an option that I believe will get me to the person I need to speak with it just gives me more information that I can read online and that isn't helpful to me. Finally, I was able to find a way to get to a person but I've been on hold for 1 hour and 33 minutes. I can't just stop working to sit on hold for this long. There are thousands of dollars on the line and I can do nothing but listen to the same 15 seconds of hod music over and over again. MOHELA needs to figure this out. I don't understand what the problem is. They need to hire some help or something because this is just not acceptable.

    • Initial Complaint

      Date:10/28/2022

      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 tried calling Mohela 4 times in the Month of October of 2022, as they are my Student Loan Servicer. I have been out on hold every time, for a total of 6 hours all together. This company has horrible customer service. Their automated voice system does not specify any choice to actually speak to a live human representative, even though I am calling within business hours. I’ve been hung up on, once after waiting on hold for 3 1/2 hours. I’ve emailed and sent them message through their website, twice and still have not received a response. I am thoroughly frustrated, and angry with this public business, who is supposed to be helping people looking for Public Loan Forgiveness. This is a time sensitive issue, and they appear to not have any ability to fully handle the call volume or have any customer service representatives available to assist people who are simply trying to figure out their student loans.

    • Initial Complaint

      Date:10/28/2022

      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 cannot speak to a representative from this company. I have called numerous times and waited on hold so long that I gave up. I suppose that is what they want you to do.

    MOHELA is NOT a BBB Accredited Business.

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