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:10/17/2022

  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 reached out to MOHELA via their secure portal on *********************** on 9/20/22 about moving my loans out of deferment so I could apply for Public Service Loan Forgiveness (PSFL) by 10/31/22 to take advantage of the Temporary Expanded Public Service Loan Forgiveness (TEPSLF). I received no response from MOHELA. I reached out via the secure portal again on 10/05/22 and 10/14/22. I called on 10/05/22 and was placed on hold for 3 hours and 40 minutes and no one ever responded. I believe that MOHELA is intentionally understaffing their call centers (I've called numerous times and never spoken to someone) and not responding to messages in their secure portal. If they do not take my loans out of deferment, I cannot apply for PSLF and receive subsequent benefits. I have waited nearly a month with no response from a business that holds $18,000 in loans over my head.

• 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.

  Some backstory, I refinanced my private student loans with a new company and they sent a check to pay the outstanding balance to Mohela. Since Mohela has a private and a federal student loan provider, the money was incorrectly routed through their federal student loan provider instead of the private loan provider. This money was then sent by Mohela to the Department of Education. When the department of education tried to send the money to the correct account at Mohela, it was rejected. It then took a total of 3 months for the money to be routed back to the new loan servicer and finally to Mohela's private loan portion of the business.
  
  Throughout this entire process, Mohela was made aware of the error and assured me that once the money was received, all payments and interest would be backdated to the refinanced date. Because it took 3 months to get the money to my account, I was required to pay both loans each month including interest. In total, I spent around $500 dollar in interest with Mohela that I was assured would be backdated once this issue was resolved. Now I am being told by Mohela that they will not refund the 3 months of interest paid because they determined that they were not a fault through their internal investigation. This is to say that their internal investigation determined in despite of knowing this problem was ongoing, telling me the loan would be backdated, and sending $46k to the wrong place, they concluded this was no fault of their own. They are blaming the other servicer for sending the money to the wrong Mohela (which I confirmed is not true) and they are adamant Mohela FEDERAL-side wrongly assured me of the backdating.
  
  Futhermore, the interest paid should have never been given to them if the refinance went through normally. They confidently are telling me that they cannot give me back money that they never should have had. This is a large business taking advantage of some technicalities to steal from an individual.

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair 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.

  I am unable to register an account with Mohela even though a Mohela call center employee says I should be able to. I cannot send secure messages because I do not have an account. I am unable to set one uo because I get an error message that my information cannot be retrieved. When calling, I have to wait 5 minutes before entering **************. And then endure 2+ hour hold times without ever speaking to someone. I do have a full time job. I tried fax, but it did not go through. So I have no effective means of contacting Mohela. Also, given the end of year deadlines for loan forgiveness and other temporary programs, it is imperative that I contact Mohela. I will try calling the U.S. Department of Education as well. But the issue ultimately lies with Mohela.

  Business Response

  Date: 10/19/2022

  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: 10/21/2022

  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:10/17/2022

  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.

  Literally cannot be reached. Available phone numbers hang up on you once you finally get to select a menu option. Transferred called from US gov't PSLF lines just get dropped. The reason I need to call at all is because they failed to send the proper email.

• 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 emailed Mohela on 8/25, 10/11/22, and called on 8/31/22, 9/16/22, 10/17/22 with a few other calling attempts but the call wait time was over 120 mins on the recording.
  With each call or email, I am requesting a refund for the payments I made during the payment freeze to my Federal loans. On the phone call from 8/31, I was told they could see my request and it would take 30 days to get the refund. When I called back for a status update on 9/16 they said no- it was 45 days (but they would not say from which date since I have made so many requests)
  Today another call attempt the automated response was a 6 min wait time and after being on hold for 1 hour and 28 mins (well over 6 mins) The representative said it was now going to be 60 days from the 8/31/22 date. I just want my refund. The loan companies are quick to put a late fee on borrower accounts if not paid on time but have no repercussions for not giving back what is due to the borrower.
  To date no email responses to my request.

• Initial Complaint

  Date:10/17/2022

  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.

  I began the process of refinancing my ******* student loan ($47,772.22) with ****/Mohela in the spring of 2022. ****/Mohela allegedly issued a check to pay off my ******* loan on August 19, 2022. I periodically checked, and the pay off never appeared on my ******* account. At the end of August, I contacted ****/Mohela regarding what appeared to be a missing check. I was told they would investigate if it didn't clear within 30 days of being issued. By mid-September, 2022, it still hadn't cleared. I called ****/Mohela asking them to re-issue what I still assumed was a missing check. They told me they would need to investigate before it could be re-issued. At this point, **** started referring me to Mohela, as they said my loan was funded and it was no longer a **** issue. I started calling Mohela directly, and they told me it was a **** issue. At some point, someone at Mohela said they would do me "a favor" and open a report with **** and "escalate" the issue. It has now been 2 months since ****/Mohela allegedly issued a pay off to my ******* loan. Since that time, I have made numerous calls to both **** and Mohela. They continue to tell me it will be investigated and escalated, but nothing happens. I also received an email from ****/Mohela saying I needed to submit a W9 for them to do anything further. I see no reason for them to need a W9 to pay off the ******* loan. I am now forced to make 2 loan payments for the same loan - I'm still paying my monthly balance to ******* ($505.00) , and I'm now forced to make monthly payments to Mohela ($509.24). My credit report now reflects that I owe over $47,000 to BOTH ******* and Mohela. As a result, my credit score has dropped over 50 points in the past 30 days as it appears that I have 2 loans. I initially thought this was nothing more than a check "lost in the mail," but I'm now forced to conclude that this is a fraudulent scheme by ****/Mohela, as neither entity will fix the problem.

  Customer Answer

  Date: 10/24/2022

  I’m providing an update on my complaint.  Mohela has now put my account in an Administrative Forbearance while they investigate their failure to pay off my ******* loan. They are continuing to charge me interest, AND have increased my interest rate on future payments.  I had a .25% interest rate reduction for continued EFT payments, which has been revoked.  I did not ask for an Administrative Forbearance, and certainly don’t want an increased interest rate because of their failure to pay off my loan and/or fraudulent schemes.

  Business Response

  Date: 10/28/2022

  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: 11/10/2022

  They now acknowledge they sent a check on August 15, 2022 to the wrong vendor.  **** indicated they will issue a check to the correct vendor when they receive the check back that was issued to the wrong vendor.  I’m questioning why they can’t just issue a stop payment on the check that they sent to the wrong vendor?  My credit report continues to show 2 loans for the same amount pending – one with ******* (original vendor), and one with ****/Mohela.  This continues to negatively affect my credit while they fight to get back the check that they issued to the wrong vendor.

  Business Response

  Date: 11/12/2022

  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
  ************* ** ******* ** *** ****** ****** ************ *** *****, or by
  logging into your web account to request further assistance with this matter.
  

  Customer Answer

  Date: 11/21/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: 

  They continue to tell me they will contact me, and that they're investigating, but his has been going on for months with no resolution.  It's a simple matter - they need to issue a check to pay off the loan with Navient.  If they indeed did issue a check that has been "lost" - they need to stop payment on it and reissue a new check.  This missing check may never be found!!  In the meantime, my credit report reflects BOTH loans, and this has caused my credit rating to drop more than 50 points. This needs to be resolved immediately.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** ******

• 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 recently had my student loans moved from *** ***** to Mohela.
  The payment plan I originally had is now changed on the Mohela website.
  I have called and called, and no one answers and I am on hold for >2+ hours each time.
  I don't know how I am supposed to get ahold of these people....

• Initial Complaint

  Date:10/16/2022

  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.

  ******* transferred my student debt to Mohela but I can not reach them. I have been on hold twice for over an hour only to be disconnected.
  
  Their site says my most recent PLSF certification (received 10/09/2022) was processed but the number of qualifying payments made did not change/increase on their site despite my employer being nonprofit…this inability to reach them is unacceptable and affecting my loan forgiveness timeline!

• Initial Complaint

  Date:10/15/2022

  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've tried to reach out on multiple occasions with hold times over 2 hours with never reaching anyone to try and find out why my account still says employment certification is required for plsf when the documentation was submitted for both positions held since 2001 with a confirmation phone call with them after they initially received the certifications. All I am asking for is information but have failed mutual times to ever reach anyone, including emails.

• Initial Complaint

  Date:10/14/2022

  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.

  At the end of August I called Mohela to give me a refund for $4168 because I paid that much for loans during the payment pause. They said OK and said I should expect the refund around end of September or early October. It is now October 14th and I still have not received the refund or even seen the loans reinstated. It is time-sensitive at this point because I need to wait for the refund in order to apply for forgiveness. I tried calling them several times and have always waited too long and not been able to reach them because of unrealistic wait times. One time it reached over 3 hours wait time so I am coming to this website hoping it will solve the issue. My Mohela information: I am ***** ********** ******* ** ********** As shown in the images below, they are loans #2 and #4, both Unsubsidized Direct Stafford loans and I paid them on August 13th, 2020 which was obviously during the payment pause. Please let me know if more information is needed.
  
  To resolve this, please give me the refund for $4168. Direct deposit it to my ***** ******* ********* or send it to my address:
  ***** ********** *** * **** ****** *** *** ***** ** *****