Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/27/2022

  Type:Billing 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 not liable for this debt with MOHELA***** ** ** and do not have a contract with convergent. They do not provide me with the orginial application like I asked.

• Initial Complaint

  Date:10/27/2022

  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 had made 10 years of payments on my student loans and was waiting for ******* Servicing to approve my PSLF application. They transferred me to Mohelo and I have encountered the following; they do not respond to e-mails, phone wait times are hours, they have not uploaded documents from ******* servicing despite claiming it would be done within a time frame. This company is a nightmare and it's really unfair when I have met all criteria for my loans to be forgiven. ******* Servicing should have completed my process and I never should have been transferred to this company who is clearly delaying our process for their own financial gain.

• Initial Complaint

  Date:10/27/2022

  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 sent an application for consolidation to them and mailed my PSLF application signed by myself and my employer. Their online services have no record of either despite them having sent me correspondence in follow up to the consolidation application. I received a letter in the mail requesting my acceptance of consolidation and further information and documentation without consideration of my PSLF status. I have been trying to contact them ever since and but they have no viable way of contact. Since receiving the papers they were destroyed in an accident for weeks I've just needed to contact them to have the papers resent. I can't contact them so I have no way of getting them replaced. When I go to the ************** website to try to apply again it says a request for consolidation was already sent to them and to contact them. They will not receive calls and there is literally no way to contact them and the deadline for this application runs out Monday. All of their contact numbers send you in a circle of automated information until finally you get to a message that says they aren't taking calls anymore and then you are redirected into the automated loop. They have no other options besides these numbers for contact. I needed consultation before this consolidation because my monthly payment expectations may jump immediately to over $1000 a month which is impossible with my non-profit salary but may have been lower once PSLF is applied-the question I needed answered. This is a decision I have to make on a $133,000+ loan and no one should be expected do that without consultation or disclosures. I will miss the deadline and miss any chance of receiving this federal relief program because they lied about their contact availability to the government and consumers as a private lending entity.

• Initial Complaint

  Date:10/27/2022

  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 had federal student loans with FedLoan since I began the PSLF program in 2015. I submit my Employment Certification Form (ECF) annually to make sure I am on top of my PSLF progress. I have worked for the same public school since 2015 and have NEVER had an issue with my EFC. This year all of us with ******* ******* Loans were involuntarily forced over to a new loan servicer with MOHELA and for the first time ever I received a letter saying 1. My employer didn't have an EIN, 2. An ineligible person signed the form, 3: My place of employment isn't eligible under public service. I went to the MOHELA website and double checked all of the information. 1. The EIN IS on the form. 2. The DIRECTOR OF HR signed the form. 3. I work for a PUBLIC SCHOOL. I called and after listening to 10 minutes of recorded messages I selected to speak to a representative. The next message was that they were too busy and my call would not be answered and was hung up on.

  Business Response

  Date: 10/28/2022

  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:10/27/2022

  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.

  Cannot contact this company. They hold all the cards related to my student loan and their automated system is completely useless. It does not have an option to speak to a person and they are not allowing me to submit paperwork regarding my loan, therefore holding me hostage on the loans.

• Initial Complaint

  Date:10/27/2022

  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 MOHELA to get information on what my loan payment will be after they processed a direct debit authorization but denied my income based repayment application without any notice or documentation as to why.
  
  Every time I call it states there is a 2 hour hold. I have sat on hold for over 4 hours and no one answers. I have tried to contact them about 7 times in the past month.
  
  I think it is terrible that you can’t get through to your loan servicer just to understand why your repayment play was denied and to know the amount they are going to debit from your account so that you have time to plan and save or refinance if needed.
  
  Also they keep sending me emails reminding me to do the recertification of my income based plan the most recent one was 2 weeks ago. I resubmitted it and it was denied again without correspondence or backup documentation.
  
  I had been on an IDR plan since I graduated and cannot get ahold of this company to obtain any information

• Initial Complaint

  Date:10/27/2022

  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.

  This company sent a letter advising they are currently servicing my federal student loans.
  - advised that I had to re-submit an application prior to Oct 31, 2022, to obtain federal benefits to loans.
  -company only accepts faxes per agent
  -faxed new copy over on October 18, 2022.
  -still no correspondence
  -attempted no less than 10 times to contact someone at company.
  - waited over an hour on telephone. sent emails etc....no contact.

• Initial Complaint

  Date:10/26/2022

  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 transferred to MoHela on September 12, 2022.
  
  September 20, 2022 I submitted a PLSF/TEPSLF form and employment verification from my direct employer the State of South Dakota.
  
  September 21, 2022 I submitted a written dispute regarding my loans as reported by Mohela.
  
  As of October 26, 2022 I have not received the information requested in my dispute, and I have not received updated payments for the employment verification.
  
  Some of my loans show 117 eligible payments and some of them show 123 eligible payments. The deadline to file for Biden's loan forgiveness is December 31, 2022. There is no option to select which loans to apply for forgiveness, and the loans with 117 eligible payments will not be paid first according to the rules. Therefore, I have to have the loans with 123 payments paid first.
  
  I believe there are more than 123 eligible payments as I have been working for my current employer over 12 years, and had substantial periods of deferment as noted in my credit report. All loans should have the same payment count, as I didn't not defer some loans. MOHELA refuses to acknowledge my credit report history and correct the innacurate information.
  
  I have asked for a timely response on my PSLF application, and they have stated they are unable to process my loan application sooner than 90 days.
  
  In the meantime, interest will accrue on loans that I am eligible for forgiveness and payments will resume.
  
  MOHELA accepted the contract to service student loans, and they have a duty to provide timely responses. I am not interested in excuses. They accepted the contract and therefore they need to staff at an appropriate level to ensure they are able to fulfill that contract.
  
  I am waiting for a timely response.

• Initial Complaint

  Date:10/26/2022

  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-
  
  In the past few weeks, I have attempted to call Mohela with very little success. One of the times, I waited on hold for 2 hours. Once a customer service representative came. on and was asking my questions we were disconnected. I did not attempt to call back based on previous experience of begin on hold for another two hours or so. Today, I tried to upload a document to their site and it came back with an error message "Access Denied." I am filing a compliant due to the fact that it is unacceptable for long wait times and access denied on documents trying to be uploaded to their website. This is particularly troubling since there are deadlines on some of their programs that I am involved with and have questions prior to the deadline. My concern now, with questions not being answered in a timely manner nor being able to upload my documents that I will miss the required deadlines. I hope you can help to escalate this situation.

  Business Response

  Date: 10/31/2022

  “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:10/26/2022

  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.

  MOHELA has ignored several requests to provide me an update regarding my student loan status. I am aware they have been facing overwhelming contacts due to recent forgiveness announcements; however, I have not had a communication with them since August 15th when they informed me I would receive a response in 10 business days. Their website indicates that my submitted form has been processed but I was never provided an explanation of the outcome and nothing is reflected on my account. You can not get through by phone to speak with someone. I would like an update via any form of communication.