Complaints

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

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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

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:10/20/2022

  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 have applied for the PSLF, first in July and my application was rejected because it had a digital signature. I resubmitted and received a letter on 1 September that indicated I would receive notification within 10 days. I still have not heard anything. I have tried to contact mohela multiple times with no success, and there is no way to send email. Twice I have waited on hold for over 2 hours!!
  
  I want a resolution to my PSLF.

• 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 faxed all required paperwork to MOHELA (as the ** ****** ******* has refused the deliver the document package sent via First Class mail per the tracking information) for the student loan forgiveness program. Received two denial letters for the program with inaccurate information posted in the letters. They failed to list my former employer ********) and also showed my employment with my current ****** ******** ended in Feb 2022. I am still currently employed. I resent the original documents pointing out these claims and thus far no response has been received. MOHELA is stating I need nine more years to qualify for student loan forgiveness as a teacher (even though I have been a teacher for over ten years and made payments without any forbearance except for the Covid 19 federal pause). I expected my paperwork to be handled with accuracy and professionalism and errors addressed.

  Customer Answer

  Date: 10/28/2022

  I submitted a complaint against Mohela (student loan servicer in Chesterfield, MO) for inaccurate information and refusal to contact me in regards to altering the inaccurate information. I received a message from the BBB stating the matter was closed as Mohela had made a good faith effort to contact me. This is a flagrant falsehood. Mohela has not contacted me in any form to address the fraudulent information. This matter is not closed. Claim # ********

  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.

• Initial Complaint

  Date:10/19/2022

  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 on the phone for the last 3 days with Mohela. I have been hung up on too many times to count. I have yet to be able to speak to a human to see where my refund is and to speak to someone about questions I have to PSLF that ARE NOT answered on your website. I have been on your website where I can't even send a message because your company redirects me back to your phone contacts. The numbers I have repeatedly called are - 855-265-4038, 888-866-4352, 636-532-0600. 1) I have been hung up on multiple times and after hours of waiting. 2) Placed in an option cycle where you end up right back where you started when you initially called 3) Repeatedly told by the automated service it can't find my account by either SSN or Account Number, but when I go online there is no problem. I am NOT provided the information with regard to where my refund in my account is that was to be there a month ago. This is a scam of a business. No one can get anything accomplished because it is a continuous loop of being circled right back to where you were when you first called. REGARDLESS of volumes, you cannot give people a complete run around and just choose to not help anyone. I am submitting this complaint to your CEO of Mohela and to Mohela's Linked In, Facebook, BBB, and the US Department of Education. Completely unacceptable.

• Initial Complaint

  Date:10/19/2022

  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 am attempting to contact the business per their request. I have tried to contact them by phone 5 times: 3 of those times I spent 10' listening to recordings on their phone line followed by a recording that they could not take my call at those times. The remaining 2 times I remained on the line for 60+ minutes and never had my call answered by a representative.
  
  They give me a time limit to contact them but make contacting them impossible. This action is both unethical, but potentially illegal.

  Customer Answer

  Date: 10/20/2022

  Attached is the requested authorization form.

  Thank you.

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

  Business Response

  Date: 10/25/2022

  Our company has experienced challenges in the
  sudden increase of accounts as well as a tremendous increase in call volume. We
  have increased our staff to the fullest of ability and have no control over
  wait or response times. We value each and every consumer we service and will
  continue to work diligently to address all their concerns to the best of our
  ability. We encourage consumers to visit https://www.ed.gov/ for tips, and if they have an account with us, they could create an online
  account to check their status and email questions to our company directly.
  Again, we apologize for any inconvenience this has caused and will continue to
  work hard to move past these new challenges.

• Initial Complaint

  Date:10/19/2022

  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 loans were recently transferred to Mohela. My previous loan servicer (FedLoan) was in the process of approving and certifying my employment for the TEPSLF (Temporary waiver for Public Service Loan Forgiveness). I have tried for weeks on end to call Mohela to make sure that some recent documents I was asked to submit had been received by them. Their phone service had a minimum wait time in excess of 70 minutes so I messaged them on the portal. No response. Today, I received correspondence stating that I do not yet qualify for TEPSLF. I believe there's a paperwork error and that not all of my documents were transferred over. To remedy this, I've tried calling Mohela. Today, their message states that they are not even taking phone calls in regards to this matter. I'm not sure how a loan servicer can simply ignore their clients but this is unacceptable. They aren't taking calls and they aren't responding to messages on their portal. TEPSLF has a deadling of October 31, and I'm worried I won't meet the deadline as Mohela is refusing to provide any customer service whatsoever. Please help.

• Initial Complaint

  Date:10/19/2022

  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.

  Informed I would receive my requested refund within 30 days - Nothing. Contacted on facebook, sent 2 messages through their website, but their phone lines are down. They are leaving consumers on hold for 3+ hours, when they even have support available.

• Initial Complaint

  Date:10/19/2022

  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 on 7/13/2022. I received email notification on 8/31/2022 my PSLF application was denied. I didn't understand how because I' have been employed for the government for over 14 years and I have made over 120 monthly payments. I called Mohela on 9/1/2022 and spoke with a worker. She reviewed my PSLF application dated 7/13/2022 and stated my application should not have been denied as I met the qualifications submitted on the application. She reopened my 7/13/2022 PSLF application with a received date of 9/1/2022. Now I have to wait and another 90 business days before Mohela processes my PSLF application. What kind of business are they running. If the error is caused by Mohela I should not have to wait another 90 days. I should be able to keep my original received application date of 7/13/2022. I do not have time in my day to wait 2-3 hours to speak to someone about their error. The Mohela PSLF application process should not be difficult to verify my employment and 120 payments made by a student loan servicer. It's as if Mohela does not want people to receive student loan forgiveness authorize by the Federal Government so they prolonged the process and denied my application that meets the qualifications. Please change my PSLF application date back to 7/13/2022. Thank you

• Initial Complaint

  Date:10/19/2022

  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 tried calling MOHELA today to inquire about why my PSLF application was denied. According to what I understand about PSLF eligibility - I do qualify for forgiveness. I called today and was on hold for TWO HOURS only to have it sound like someone answered the phone, then disconnected the call. If I can’t speak to an actual human being about this issue then how am I to resolve it? Getting this issue addressed could mean the difference of thousands of dollars in potential debt relief for me and apparently there’s nothing I can do about it? I call and get hung up on? I own my own business and my time is limited and precious. To be hung up on after two hours of waiting on hold is beyond infuriating and unacceptable. The deadline to apply and resolve any issues with PSLF applications is October 31st…how can we do that if you can’t get a hold of anyone?! To say I’m disappointed is an understatement - this seriously impacts my life and financial future. I guess “too bad” for me and thousands of other borrowers! Screen shots below of my “on hold” time with MOHELA.

• Initial Complaint

  Date:10/19/2022

  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’m spending literal hours on hold without contact with a live person. Ive submitted a complaint to the ombudsman and sent numerous emails without resolve. It’s been literally months and no resolve for my PSLF. This looks like Mohela is stalling me and preventing me from forgiveness and will also cause me to lose out of the $10,000 ordered by the president due to ridiculous delays and stall tactics. My PSLF and TPSLF was already in progress when I was transferred half heartedly to mohela. My paperwork has been in review the entire time. I get poor or no response via email and I literally waste hours and hours on the phone to just be told to call back in a couple weeks. I’m tired of calling back and sitting on hold for hours. They need to finish my paperwork so I can move on and have this all processed appropriately. Thank you.

• Initial Complaint

  Date:10/19/2022

  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 is the WORST!! I waited 3 1/2 hours to have a 5-7 minute conversation in which the representative ******* kept putting me on hold after holding for such an extended amount of time. One of my PSLF's were incorrect. I sent the PSLF documentation showing that my hire date is 07/18/2022. Although the box is CHECKED showing I AM STILL EMPLOYED the end date for my employment for this particular employer showed 07/22/2022. Why would I submit a PSLF for 2 days? I informed the rep that my qualified payments needed to be recalculated because of the negligent mistake. I scanned the document for correction to MOHELA's website under my account. There were 4 PSLF letters regarding my previous employments dated October 10, 2022. All of a sudden the documents are no longer visible to me on the web site. I truly miss *** *****. Dealing with MOHELA has been a DISASTER and a struggle to say the least.

  Customer Answer

  Date: 12/07/2022

  My PSLF documents were submitted multiple times although not processed and applied to account although my current job at The State of Governor’s Office of Elderly Affairs has an employment begin date of 07/18/2022. There is no employment end date. The box is checked “Still Employed” although MOHELA has an approved employment end date of 07/22/2022. So basically I WAS HIRED FOR THREE (3) DAYS WHICH MAKES NO SENSE MOHELA! The PSLF’s received date is 10/13/2022 showing under “Documents Received” on my account which shows as “Duplicate” which it is not correct! Again, please process the attached PSLF form accordingly and update my account. MOHELA was sent a letter regarding my request today November 17, 2022 as well as previously. Please see the attached confirmed/faxed information with fax confirmation. Please help with my request! This is unsettling and disheartening to say the least.

  Business Response

  Date: 12/07/2022

  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.