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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

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MOHELA has 5 locations, listed below.

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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

    Customer Complaints Summary

    • 4,038 total complaints in the last 3 years.
    • 1,386 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2022

      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 applied for Public Service Loan Forgiveness after making more than the 120 payments needed, on time, for ten years, while working for a qualifying non-profit agency. I have done everything they have asked for, having to resubmit an application because an error was not initialed. They recently sent another letter stating that the application did not indicate still employed, full time, at least 30 hours a week. All that was listed on the application. I resubmitted this application again. I cannot get anyone to answer the my calls. I waited for over an hour and two different people answered and directed my call to another department. The second person got disrespectful and indicated that I did not listen to all the prompts. I called back again and listened to all the prompts, only to find out due to the high demand, there is no one to answer the calls.
      I am not asking for anything I am not eligible for. I have done all that was expected of me. The fact that you cannot get anyone to answer your call and tell you what the issue is with the denial is completely unacceptable. They cannot deny my application when all the information is clearly listed on my form. I have been patient and dedicated to making my payments on time, working for a non-profit. I have earned this right and they need to process my application and grant my forgiveness.

    • Initial Complaint

      Date:10/25/2022

      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.
      My student loan was transferred from my previous Loan Services on Sept. 8th. Therefore my account with them was noted transferred and it was a $0.00 balance. My payments are due every month on the 16th. I had no way of paying my bill due to my loans were transferred and Mohela had not uploaded my account information. My account information was just uploaded two weeks ago and it was uploaded incorrectly. I applied for the PSLF and the waiver and was approved. During the pandemic with my previous Loan Servicer I was not on a forbearance. I kept making my payments on time. However, when Mohela uploaded my account, they put a forbearance on it and noted about 20 payments were made past due. In which that is incorrect. Everytime I call each Rep tell me something different. Even with the current two payments I made, they are supposed to count towards my PSLF that mark them as eligible but noted I need to do an employment certification, in which I just applied for PSLF this year. I am frustrated and really wished that the Government would have left this alone. I was fine at my previous Loan Servicer but was excited at the same time for the new waiver. I have my payment history from the previous Loan Servicer and bank statements. The Rep yesterday told me to upload my PSLF document because apparently they didn't upload it. I don't think this transfer process was thought through. However, I am willing to speak with them to see how we can resolve this. It seems like I am being penalized for making on time payments during the pandemic. I didn't see a reason to do a forbearance but they placed one my account at Mohela. Which I didn't give them permission to do. I did speak with a Rep and they did a modification where the forbearance is going to fall off on Nov. 8th. However, I need my payments that I made and is making to account towards my PSLF.

    • Initial Complaint

      Date:10/24/2022

      Type:Service or Repair 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 *** ***** got transferred to Mohela. I have tried many times to call and have been on hold for over 113 minutes and then got disconnected. I called again today and the automated service said they cannot find any of my loans with them (although I am able to find them online on their site). I kept trying to get an operator to speak with and it kept looping me through the touch tone system. I have been trying to get information on consolidation to see if it is right or me by the Oct 31, 2022 deadline. I went online and it is not answering my questions and I cannot get a hold of anyone to speak to. Because of their faulty phone system, I am going to miss my deadline to consolidate if it is the right choice for me. As a borrower, I rely on speaking to someone to give me the facts. If consolidation is not the right choice for me, I do not want to follow through with it, but I cannot get through to speak to anyone. It is not fair that I am trying to get a hold of them and will miss out on any of my chances to consolidate by the deadline. It is almost as if they plan it that way. I would like a call back from them by 10/27/22.

    • Initial Complaint

      Date:10/24/2022

      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 student loans transferred to Mohela in July and should be eligible for forgiveness through public service. Mohela is impossible to talk to. There is no email address, no secure messaging, when you call you have to enter your social and birthdate. The system then says they can’t find your loan and cannot take your call then disconnects. The times I have been able to get through, it has been a 2+ hour wait. Mohela claims they haven’t gotten any of my paperwork, despite showing my loan balance and fedloan saying multiple times they have sent them everything they need. It has been well past the 60 day mark for them to have my info.

      Business Response

      Date: 10/27/2022

      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:10/24/2022

      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 am trying to reach MOHELA regarding the refund of a payoff of a student loan. I have been unable to get through via phone call after several service messages, which results in them not being able to take phone calls. I have also reached out via private message in my loan portal with no response.

      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. 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:10/24/2022

      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 am one of numerous student loan borrowers who had their loans transferred to Mohela. I have yet to hear any response on whether my loan documentation was received by them from the previous provider. I was informed in an email that I would have information by October 5, 2022. I have called multiple times trying to speak with an actual representative. Unfortunately, I have had zero success. Each call I waited over an hour and as long as 2.5 ending each time because I have to work and cannot sit on hold all day. I along with thousands of others are in limbo with our student loan transfer. How are we expected to proceed when we have no contact with a loan servicer we did not choose to begin with?

    • Initial Complaint

      Date:10/24/2022

      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.
      Continual problems with Mohela Loan Servicer (recently had loans transferred from *** **** Servicing):
      1 -- Applied for Income Base Repayment plan on 9/9/22. As of 10/24/22 it still has not been applied -- therefore, double the payment amount every month. I was told it would be processed in 7 to 10 business days.
      2 -- Have had to wait on hold for three hours every time I call. Are they going to attend to their costumer service inefficiencies? It seems a deliberate effort to have customers not call with these long wait times!
      3 -- Submitted my Employer Verification form for my Student Loan Forgiveness on 9/21/22, as of 10/24 no update of qualifying payments. I am getting close to having my loan forgiven and am concerned with their inability to process submitted forms that I will have to pay after my loan is forgiven.
      4 -- Concern over the fact that Mohela is engaging in a lawsuit to prevent student loan forgiveness from the Biden Admin. Does not make me confindent that they support my efforts to finish paying off my loans!

    • Initial Complaint

      Date:10/24/2022

      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.
      I have attempted to obtain an email address for MOHELA and called their two phone numbers repeatedly, sitting on hold for extended periods of time only to hear a message indicating they "cannot take my call" due to unprecedented interest in PSLF. The student debt relief "opt out" has a small window and there are no alternatives to submitting the "opt out" request aside from contacting your loan servicer. If I am unable to do so, by MOHELA's own design, my state will tax me for this debt relief and this will cost me $1,000+. This is unacceptable and I am not sure how a loan servicer can leave its borrowers no way to contact them, particularly at a time where this is a necessity.

      Business Response

      Date: 10/31/2022

      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: 11/01/2022

      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:10/24/2022

      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.
      Consistent incorrect information about the Limited Time PSLF Waiver given to me for months. Pull the call recordings of multiple agents I have spoken to since August.
      Hold times for the last 2 months are no less than 90 minutes and today I waited 4 hours on hold.

    • Initial Complaint

      Date:10/24/2022

      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 reach Mohela since Sept 2022. I unsuccessfully was able to contact them by phone, so I tried via secure message on the website portal. My first message was sent on 10/2/22 and has not been responded to and another was sent on 10/20/22, neither message has been responded to. I was with ******* servicing for many years and am in the PSLF program. I have sent in an employment certification form using the help tool. I have an old business that according to the website cannot be certified but is eligible. This business has been closed for many years. I need information on how to certify this employer. I also have sent information in on the pslf waiver without response and was under the impression the current administration was counting periods of deferment/forbearance in the pslf payment counts of 120. I have been disconnected several times and told Mohela could not take my call even after extended wait times. I have now been on hold for over 1.5 hours with no answer or responses. This is excessive and I have never had this much trouble getting in contact with ******* even during high volumes times.

      Business Response

      Date: 10/25/2022

      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: 11/04/2022

      “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:

      This business has not contacted me yet despite numerous attempts by me to do so over a long period of time with overly lengthy hold times.  When they contact me both verbally and in writing and answer all my questions and concerns then I will accept their response.  Mohela just saying they will contact me in an undetermined time frame is not acceptable.  






      Sincerely,


      ****** *******

    MOHELA is NOT a BBB Accredited Business.

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