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 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

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:10/22/2022

  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's servicing of my Public Service Loan Forgiveness application has revealed inaccuracies in MOHELA's reading of my forms and inability to receive feedback from MOHELA (telephonically, e-correspondence). I did not have these problems with the previous loan servicer. This leads me to question MOHELA's ability to reliably service large loans and public service loan forgiveness programs, which those working in arduous public service sectors rely on to confidently expect the PSLF program to be fulfilled.
  
  I expect my recently submitted TEPSLF forms to be re-reviewed and processed appropriately and to receive feedback as to what went wrong, which may help other clients.

  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:10/21/2022

  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 loans were transferred to Mohela on September 22, 2022. Their website states they will contact me within 10 business days of the transfer, but I have not received any information. Made an account on the Mohela website and they do not have any information on file. Tried to call their customer service, waited 3 hours on hold after the stated wait time was 40 minutes. Had to hang up to go live my life. Sent a complaint via the Mohela website on October 14, 2022 asking where my student loan information is and inquiring about a refund I requested over 6 weeks ago that should have been posted to my account already, then received a message that I will receive a response to my complaint within 3 business days... still haven't heard anything. Have tried calling their customer service center a few other times and the wait times are always hours long.

• Initial Complaint

  Date:10/21/2022

  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 my PSLF form in mid July. On 9/2/22, I contacted Mohela and was told at first that I wasn't in the system. Then during the same phone conversation, I was told that my form was received on July 25 or 26 and was told that I needed to give it 60 days to be processed. To this date, I still haven't received official notification that my form was received. I've tried creating a Mohela account and have been unsuccessful because my information cannot be found. I've attempted to reach customer service several times in the last few weeks only to be on hold for hours with no answer. As the October 31st deadline date is quickly approaching, I just want verification that my form has been received by Mohela and is being processed.

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 9-15-22 from ******** I had already submitted ecfs to fed loan over a year ago to have loans forgiven at over 120 payments. Now mohela won't answer any messages sent and the ombudsman completely ignores requests. I have submitted ecf to mohela again and nothing. I am requesting my loans be forgiveness under pslf.

  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.

  Customer Answer

  Date: 10/28/2022

  Complaint: 18297739
  
  I am rejecting this response because:
  
  I have not gotten a response as of this notice. No call or email. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2022

  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: 11/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  No response at all from Mohela at this time.  Wait times are several hours if you try to call. I am not accepting this response.
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 02/09/2023

  Mohela will not process my PSLF ECF in the timeframe provided within 90 business days. They have made up at least three (3) different excuses for the delay. I am requesting the expedite my ECF and forgive my loans under PSLF as I meet the requirements.
  

  Expedite PSLF Review and loan discharge under PSLF
  

  Business Response

  Date: 02/09/2023

  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.

  Customer Answer

  Date: 02/10/2023

  Complaint: 18297739
  
  I am rejecting this response because:
  
  Have not been contacted by MOHELA to resolve this issue. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/13/2023

  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.

  Customer Answer

  Date: 02/14/2023

  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:10/21/2022

  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 called this company many time. I sat on the phone for hours. I also have been hung up on at the end of the calls without getting help after listening to long periods of automated messages. I have emailed this company that reports they will reply in 3 days but they never do. I would like to talk about my PSLF. They asked for documentation I do not understand! This is very frustrating!

• Initial Complaint

  Date:10/21/2022

  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 attempted to call and connect regarding my loans for weeks. I have spent hours on hold with no one ever answering. I tried again and now they won't even let you connect with a representative. They continue to refer you to their website and I personally find the information provided very unclear. I want to speak to an actual person and there are no options for that. When an individual is dealing with thousands in student debt such as myself I want to be able to understand the process and complete required forms if needed. I am extremely frustrated as I have been told if I want to waive a specific debt relief process coming up I need to do it by a certain deadline and have been given no ways to do this. They provide forms to apply but nothing to waive. I personally will lose thousands of dollars and will be extremely upset if this occurs because no one will answer my messages or calls.

• Initial Complaint

  Date:10/21/2022

  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 from ******* Servicing to MOHELA. I've called to speak with them multiple times and have only been able to speak to anybody. I received an email stating the signatures on my request were not valid. I informed them it was the appropriate supervisor (Director of my DoD Agency) They stated, that's correct. Next, they stated I was not in an agency that allowed for forgiveness. I'm in the Department of Defense and they do qualify. Last they tried to state that the signatures were not on the original request when presented to *******. I stated all signatures are on the form. They looked and stated all signatures are there. As of this date, I still do not see any actions by MOHELA in regard to seeing of my applied payments have increased to where the remaining loan will be forgiven.
  
  This company has failed ever since taking over ******* accounts!

• Initial Complaint

  Date:10/21/2022

  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.

  Can not get through to a representative on the phone when I call them. Have attempted upwards of five times and have been on hold for >1-2 hours each time without answer. The messages preceding their phone queue last over 10 minutes themselves. There is a deadline for PSLF applications, I was changed to this lender from ******* as my student loan servicer. If there is something wrong with my application and I have not received an answer due to them not replying to online messages or inability to get anyone on the phone due to excessive hold times, this should not be held against me or any other student loan holder. This is criminal.

• Initial Complaint

  Date:10/21/2022

  Type:Product 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 student loans through this company that qualified for a refund. I called the company to request the refund and finally got a human on the phone after sitting though 10 minutes of automated menus and being put on hold for two hours, I finally got a person on the phone. According the the person I talked to, my loans were going to be refunded. Fast forward about two months, my principal has gone back up to what it was before but I have not received a refund. I have called this company numerous times and cannot get a human on the phone. I again have to sit thorough 10-15 min of automated menus to then be told my wait time for a representative will be some absurd number like 150 minutes and still no one answers. This company has the most piss poor customer service I have ever seen. I no longer care about or want a refund. My loans were paid off in full and I have the letter to prove it. I want my principal to go back down to zero and this shady company out of my life. This kind of customer service is completely unacceptable.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair 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.

  When I was with my previous student loan servicer I was approved for the Income Driven Payment Plan (IDR), in order to be in the PSLF program, I am required to be in this payment plan. When the loan was transferred to MOHELA, they did not transfer my approval for the IDR plan, so I had to reapply. Absolutely nothing had changed in my situation, however, I was denied the IDR plan, however, I was never notified of this via email or phone. I only realized this when I went in to check on the status/number of payments I had remaining. I called, my second call, waited for over 2 hours, then the person I spoke to said that it was nothing to worry about and that the reapplication just got pushed back but would be processed. I questioned as to why it said denied on my account and he again stated it would be processed and not to worry. About three weeks later I called back again after I went into my account and saw no changes and that I was still denied. I was on hold for over 2 hours, the person I spoke to said the person that originally filled out my IDR application did it wrong, that’s why it was denied. So, I again reapplied. They said it would be processed within 5-7 business days. This did not occur. I called back again, 2 hours and 27 minutes later I got someone on the line. They had me on hold for an additional 25 minutes trying to get their supervisor to assist but were not successful. I was on the phone almost 3 hours total. They said they’d have the supervisor contact me, that did not happen. Then I get a notice stating that my processing has been delayed and that it will be another 10 business days to get their response. I can no longer do these calls at work so I tried calling before work since I have a one-hour commute one way…I have not been successful due to the ridiculous hold-times. This is absolute lunacy and I need for them to reach out to me so I can get the info I need.

  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.

  Business Response

  Date: 11/02/2022

  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: 11/03/2022

  Complaint: ********
  
  I am rejecting this response because:  I received a voicemail from their costomer advocacy center today, 11/3/2022 at approximately 10:14am.  When I went to lunch I listened to the voicemail and called them back at the number provided, this was around 10:47am or so. When I called, it told me there was an estimated 60 minute wait time...I only have a 30 minute lunch.  Once again, it's the WAIT TIMES that are crippling my ability to get a hold of anyone.  I work as a social worker at a State Prison. Due to security protocol, staff are not allowed to have their personal communication devices in the facility.  I also cannot take personal calls during work hours... I had asked if it was possible due to the circumstances this morning and was told no.  So, unlike other jobs, I don't have the luxury of being able to have my cell phone on me between the hours of 7:30am-5:00pm, with the exception of my 30 minute lunch when I go off grounds, and I cannot take personal calls to my direct office line.  Therefore, I would need your advocacy team to call me anytime after 5:00pm up to 10:00pm during weekedays, and anytime during the weekend days.  I don't believe that this is an unreasonable request.  You being my service provicer should be able to cater to this because it's out of my control and I'd feel very discriminated against if your company did not make the adequate effort to reach me between the hours of 5:00pm-10:00pm due to me having no other options due to my work responsibilities.  I also sent this information thorugh message on the MOHELA website, however, since I've had messages on there that I sent from 10/24 and 10/25 that have yet to be answered, I/m doubtful that that information would find it's way to the proper individuals in a timely manner. I thank you for your time and look forward to hearing from your advocacy Dept between the hours of 5:00pm-10:00pm during the week.  
  
  Sincerely,
  
  *** ******