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:10/21/2022

  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.

  Like many, my student loans were offloaded by ******* to MOHELA without being given a choice of servicers to work with. It was scheduled to take place 9/27/2022-- and according to MOHELA's website and the info ******* sent, it should have taken 10 business days or less to complete an electronic transfer. Tried calling on several occasions, including the moment their so-called call center was supposed to open, and after waiting five minutes worth of automated irrelevance (and quoted wait times as short as 1 minute), I was still on hold HOURS later.
  
  It was not completed 10/18-- even though enough of my information was transferred to MOHELA to create a login. There's no way to actually message the company through the account portal (in spite of deceptive links circling you to back to pointless FAQ's), so I uploaded a message to their customer advocacy team on same date.
  
  My account transfer is STILL not complete today nor have I received a response. This isn't just negligence; this is flagrant malfeasance.

• 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 tried to contact Mohela regarding my account, but I can not get in contact with Customer Service. When I call Customer Service, they say they can not find my account, and I can not reach a live representative. Although I received an email and letter stating they took managing my federal student loan account at the end of August 2022. I created an online account, and my information is present and active. I tried to contact Customer Service regarding rejected Public Service Loan Forgiveness Applications. I submitted two, and they were rejected because it said my employer did not qualify. My employer should qualify because it is a non for profit and provides services to people with disabilities. I also used the eligibility tool, and they said that I should qualify. I have tried for weeks to resolve this issue, and now we are only 10 days away from the deadline to apply.

• Initial Complaint

  Date:10/20/2022

  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 paperwork months ago. I received a letter saying it would be processed in the next 10 days. Two months later, I'm still waiting. I sent a message through the online portal and I get no response. I need to make sure my paperwork is acceptable before the 10/31 deadline.

• Initial Complaint

  Date:10/20/2022

  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.

  Since my loans were transferred over to MOHELA from ********, I have not been able to talk to a single person, despite numerous attempts. There is either an absurdly long wait time of 3 or more hours, the phone will get disconnected, or there will be automated messages saying that I don't exist and then they hang up. This has been a nightmare since my loans were transferred. I have been trying to ensure my PSLF paperwork was correct after my initial paperwork was rejected for missing a signature. The initial paperwork took months to even be reviewed and I need to make sure this is reviewed in a timely fashion. I never had any problems before having to deal with MOHELA. This is a terrible company with no customer service and I fear I may miss out on benefits that I have earned and have negative financial consequences due to this company's unacceptable service.

• Initial Complaint

  Date:10/20/2022

  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 forms for pslf which in aug which was processed and only showed the consolidated loans I moved with them. The rest of my direct loans from Ed financial were not processed for pslf. I tried calling sat on hold many hrs and no answer. I submitted request online with no reply. Horrible service and what’s worse, I’ve worked for my company 12 yrs and they only said 1 payment qualified WTH

• Initial Complaint

  Date:10/20/2022

  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.

  Over the past three days, I have spent over 12 hours on hold with MOHELA. Multiple times they have disconnected my call after saying I do not have an account with them. There have been three very long calls. One of the calls was an astounding 392 minutes!!! Each time, I was told the wait time would be under 100 minutes. No one ever answered.
  I realize this is a very busy time for MOHELA because of loan forgiveness and PLSF applications. However, I am not calling for either of those reasons. I am calling to request a refund of a portion of the voluntary payments made after March 13, 2020. I am entitled to MOHELA refunding these payments under the CARES Act of 2020.
  
  MOHELA does not provide a way to schedule a call, and no matter how long I wait, I cannot get a person to answer a call. They are avoiding their statutory responsibility to return these payments made during the pandemic. My number is ************** My email is ************************* I need to get this refund processed. It is urgent.

• Initial Complaint

  Date:10/20/2022

  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.

  When I first had my loans consolidated back in 2015, they went to *** ****. When I was at *** ****, I was repeating under an Income Driven Based Plan. In December 2021, my loans were transferred over to Mohela. Now, I am no longer showing under a income Driven, my plan has been changed to a standard repayment plan. The problem now with that is when attempting to apply for the temporary waiver for PSLF it is appearing that my payments would not be eligible. I submitted my paperwork for the PSLF program through student aid.gov. My employer was certified and shown as eligible and my application was approved (I have the documents / emails to prove this). Then the paperwork was transferred to Mohela. All of this was approved BACK in May 2022. It is now October and I have not heard anything from Mohela in regards to telling me anything about qualifying payments. I tried calling however you are faced with numerous automated systems and then when I enter my information so I can speak to a representative, it tells me they aren’t available due to call volume. And when I checked on their site, it showed on Monday I had 8 eligible payments and now the other day it said I have 0.
  
  Mohela should have never taken over the government loans if they were not prepared. I would like a call from Mohela from someone who understands the PSLF process and with an answer in regards to my qualifying payments. This is ridiculous that I have now had to wait almost 6 months for some type of communication in regards to the forgiveness program. And I would like to understand why my plan when transferred from *** **** would not have been transferred under the same circumstances and why the system is showing I was in “forebearance” prior to 2021 when I literally have been making payments on my loan since 2020 all throughout the pandemic.
  
  Currently, WORST student loan service provider.

• Initial Complaint

  Date:10/20/2022

  Type:Billing 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.

  Due to the CARES Act. I submitted an email request on August 26th, 2022 for a refund of all payments made since January 2021. Once I received no follow up (says 1-2 business days) I called on August 31st 2022, after being on hold for 20 mins, I was able to speak with a representative at MOHELA whom stated she would enter my request and that it normally took **** business days to receive refund. I called again on Sept 12th, 2022, to inquire about my refund status as I had received no follow up, and was able to speak to another representative who told me it could take up to 30-60days, I explained that I was told **** business days during my previous conversation with a MOHELA representative and she could not offer an explanation as to why now 30-60days. To this day October 20th, 2022, I have yet to receive a follow up, an email, a letter, and NO REFUND. I have tried to contact MOHELA numerous other times only to be on hold for over an hour each time, without being able to speak to anyone. As this is now time sensitive, due to student loan forgiveness, I am requesting help from outside MOHELA to help remedy this situation. The CARES Act was made for people that need the refund for relief if you dont receive it in a timely matter, what kind of relief is it!?!

  Customer Answer

  Date: 10/21/2022

  Please see attached signed signature form needed for my complaint filing.
  
  

  Thank you! 

  *****************************;

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

  Business Response

  Date: 10/21/2022

  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: 10/24/2022

  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:10/20/2022

  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.

  Dear Better Business Bureau,
  
  Since my loans were transferred from ******* Servicing to MOHELA in August 2022 I've called to speak with them multiple times and have only been able to speak to a person once after an excruciatingly long hold time. My most recent hold time was 2hrs and 20 minutes and I called 30 minutes after the start of business hours. I have also sent multiple written requests which are attached. When I do get a response or speak to a live person, I am given different answers each time, given not helpful information, or told that they have escalated my issues, but it is never followed-up or resolved. I have two issues that need resolved. 1) I am trying to get the refund for student loan payments that I made during the COVID-19 pandemic that I am entitled to receive per the ** ********** ** ********* and 2) I am trying to get an answer on why my 24 month forbearance is not being counted as eligible payments, but per the US Department of Education they should be toward my student loan forgiveness. With those payments will eligible for student loan forgiveness under PSLF now; however, I would like the refund I am entitled to prior to my loans being forgiven. I have been requesting the refund since August 2022; however, during my last communication with MOHELA the representative said she saw the request but it was never submitted so she was escalating the matter and someone would get back with me. I still have not heard from anyone and I still do not have a refund. I would appreciate some resolution to both of my questions.

  Business Response

  Date: 10/21/2022

  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: 10/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because I have not received any written response, nor have I been contacted by the customer service team at Mohela.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  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:10/20/2022

  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
  I have submitted my PSLF forms through Mohela. They are still processing, one submission was 7/27/22 and the other 9/3/22. It is now 10/20/22. I have called them a few times this month, at times on hold for hours and unable to remain on hold for hours and hours due to family obligations. Other times I have called, still having to wait on hold for a long time but able to get through if I call first thing when they open at 8am. Customer service is unfriendly and hard to understand. They are telling me that my application will be getting denied for one reason or another, I always get a different story when I call. My HR has called Mohela to fix all of the issues (area code missing on phone number). They are still telling me to resubmit all new forms and all filled out by hand this time. This is not what the form says under section 5 "when completing this form, type or print" (not to mention the **** website that you fill them out with is all electronic). All of the signatures are electronic and all of the forms they have are up to date. To continue to deny applications seems unlawful, and just a way for Mohela to get out of the PSLF. I have completed over 130 payment and have been working for the same non-profit for 12 years now. I am requesting the upper management at Mohela review my applications and process the 130 payment that I have made. Why should I continue to make my student loan payments if I qualify for forgiveness?