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:10/18/2022

  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 get in contact with MOHELA to request a refund for payments made during the pause. There is no other way to reach the servicer and every source referred to calling their number. The wait time was over 2 hours only to be automatically disconnected. No one is about to reach them and their service line is played on a loop. I, along with all other MOHELA borrowers would like to take part of the student debt relief. MOHELA should provide the service to assist it's borrowers knowing the volume of requests that they are to receive or automatically apply refunds as they have collected information.

• Initial Complaint

  Date:10/18/2022

  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.

  On Monday, October 17th, 2022, I made an initial attempt to contact Mohela. I was on hold for one hour before the call was hung up on. On Tuesday, October 18th, 2022, I contacted Mohela again to request a refund of the payments I have made to my account since March of 2020, after conducting some research on the ******* ******* *** website about this opportunity and Biden's Loan Forgiveness. I was on hold for two hours again, only to be hung up on, again. I then called yet again shortly after and endured another 2.5 hour hold time. I was finally able to speak with a Mohela representative. She asked me for some identification information such as my name, birthdate, last four of my social, home address, email address, and phone number. I told her that I was requesting a refund to all payments I had made to the account since March of 2020. She informed me that it was now being processed. However, when I asked how long it would take to "process" this and reflect on my account as well as when I would receive the refunded money to my account, she told me 90 to 150 BUSINESS days. I was immediately taken aback after hearing this. I was a pell grant recipient and am therefore eligible for $20,000 in forgiveness, though my loans were less than that. During the pandemic, I made about $10,000 in loan payments to two different student loan providers. This time frame is absolutely absurd and not realistic for those who are trying to apply for Loan Forgiveness.
  I had requested some form of confirmation that the conversation occurred and that Mohela was, in fact, processing my refund request. I was told they cannot send out confirmation emails or anything to prove they sent the request. It is concerning that they are saying this entire process can take 4 to 6 months minimum when other student loan providers have a much quicker turnaround. I am concerned Mohela could not care less that their decision to ignore consumers is affecting individuals' lives.
  
  Account ** **********

• Initial Complaint

  Date:10/18/2022

  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 first submitted my application for Public Service Loan Forgiveness (PSLF) via MOHELA's document upload center on 8/25/22. I have since received one letter in my inbox from MOHELA on 9/06/22 stating that my application would be processed within 10 business days. It has been nearly two months since I initially submitted the PSLF Application form and it is still showing as processing. I would like to know prior to the upcoming October 31 deadline if my form is accepted or if I will need to resubmit. As other parties have noted, it is incredibly difficult to get assistance from this company. There has been no response to my message through the online portal, and I have been on hold for upwards of 30 minutes (multiple instances) when I try to reach them by phone. This is completely unacceptable, and it is unacceptable that those of us applying may potentially lose out on important loan forgiveness benefits due to the lack of communication and efficiency.

• Initial Complaint

  Date:10/18/2022

  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 made all qualifying payments but there are 3 years of missing payments that Mohela is not counting. I have a record of payments I have made from *******. Mohela is missing payments from 9/2011 to 5/2015.

• Initial Complaint

  Date:10/18/2022

  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 via fax on May 9 2022, and have the confirmation receipt to prove it. Their site says to allow up to 90 days for processing. It has no been much longer than that with no response from them. I've attempted to go to their website directly and upload the document there but their website is broken and does not allow attachments. I continuously receive an error message the stops the attachment before you're even able to submit. They do not respond to messages on their site and do not respond to messages sent in social media. I fear they are waiting until after the October 31st deadline before they star replying to people and then telling them they are too late. I want to be contacted by MOHELA and for them to confirm the receipt of and process my PSLF

• Initial Complaint

  Date:10/18/2022

  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.

  Sent a message through their “secure inbox” in the app to request a refund for loan payments made during the payment pause back in august. Never received a response. Called into their customer service line on September 20th to request the refund. They confirmed it would have a 5 day processing period then be sent to the treasury. I asked the customer service rep if I would get some kind of confirmation email stating that my refund was sent. She said “well I don’t know what the treasury will send you.” Needless to say, I never got a confirmation. Then I read online that other people DID get a confirmation email so I decided to call back and confirm if my request was ever sent to the treasury. Called yesterday (10-17-22) morning and was told 11 minutes wait time. I waited for about an hour and fifteen minutes before I had to hang up and go to work. Tried again this morning calling at 7:10 am right after they opened and was told 8 minute wait time. I have now been on hold for an hour and 6 minutes. I just want some kind of confirmation if my request was every sent to the treasury with the sent date and total amount being refunded.

• Initial Complaint

  Date:10/18/2022

  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 recently transferred to Mohela from Fedloan. I began the PSLF in May 2022, I was told it could take 120 days to process in the meantime Mohela took over. I have tried to follow up on my application multiple times. I have made several phone calls but I am never connected to customer service. I have sent two seperate emails with no response. When I put in my information of their website it says they have no record of recieving my information. It is quite frustrating and discouraging my loans were transferred to this company.

• Initial Complaint

  Date:10/17/2022

  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 multiple times to get some information about my public service loan forgiveness from Mohela for the past four months. My loans were transferred over in July. Before being transferred, I was informed that I would have additional payments and may qualify for forgiveness once processed. Back in September, Mohela sent me a letter stating there was an issue with two of my qualifying employers, no explanation, just an issue. After two calls, both requiring me to hold for more than two hours, they stated signature issues. I worked with the employer to get the item corrected. Once the forms were uploaded, there was no communication or any way to confirm my application was now complete. I checked my account and noticed the clock had started over, and instead of my application having a July date, it has September. I am in limbo and my payments will go into repayment in a few months. One of the two times I got somebody, they assured me I would know something about my loans within 90 days. I reviewed my account frequently, and there is never an update and no way to communicate with Mohela. The phone is not answered, and the website has no documents in the document containers. Please give me the status of my qualifying payments. How many do I have?
  
  Secondly, I applied for consolidation in July and was told on 9/14 that I would know something in 10 days, and I am still waiting. Were my loans successfully consolidated?
  
  At this exact moment, I have been holding for 1:51:52, and it is now 8:47.

• Initial Complaint

  Date:10/17/2022

  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.

  FedLoan Servicing notified me on August 30, 2022 that my student loan would be transferred to servicer MOHELA on or about September 15, 2022 and that MOHELA would notify me when my loans have been transferred. To this date (10/17/22) I have not received any communications from MOHELA about the transfer. I have also called the servicer on their main line 888-866-4352 several times only to be trapped in their automated phone system that does not direct you to any employee or account representative. I would like to to be able to speak with someone from MOHELA about the status of my account transfer as it relates to my public service loan forgiveness request and is therefore time sensitive.

• Initial Complaint

  Date:10/17/2022

  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.

  My name is ***** ****** and my Account number with Mohela is: **********. I have recently been transferred to Mohela from *******, just this year, so I'm still new to this servicer, but so far, have been greatly disappointed. Since I've been transferred, I am unable to access all the the payments I made with ******* and there's no way to even access my *******. For the past week and a half, I have been trying to get a status update on my refund for the voluntary payments I made after March 30, 2020. I requested the refund on August 31st, 2022 and I have yet to receive any updates via email, mail, or messages in my Mohela account. I never received any type of confirmation number or any notification that my refund is being processed. When I try to call the toll free phone number, not only are the wait times over 2 hours (who has that kind of time?), but the prompts take me in a circle, eventually leading to the prompt saying they cannot take my call and the phone call drops. Other times, while asking for a prompt, it skips or malfunctions stating, "I'm sorry, I didn't get that" when no indication of buttons were being pushed. All I'm asking is that I get some type of update that my refund is being processed, at the very least. But I would really like this resolved and my refund back where it belongs, in my bank account. Since I never got a confirmation number, I have no idea what's being done on their end. And there's been no luck getting through to the disastrous prompt system or getting a reply back. It's such a frustrating process and it seems others have had similar issues as mine.

  Business Response

  Date: 10/18/2022

  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: 10/22/2022

  Complaint: 18236550
  
  
  
  I am rejecting this response because: I have yet to hear from Mohela through any form of communication. It's nearly impossible to get a response or reply regarding any question. I was hoping there was more that could be done, but there is no resolution in sight and as one of the many students just trying to get relief at this time, it seems like companies such as Mohela will put their own greed first and keep students in debt, rather than help those who have worked so hard to pay off their loans. I am seriously disheartened by this horrible servicer.  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/25/2022

  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.