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:10/14/2022

  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.

  I reached out to Mohela as instructed by a representative from *************** I was placed on hold for 3 hours. Once answered, the representative (****), asked if I had an account, when I stated I had a general question, she hung up on me. It appears from the representative that MOHELA is unwilling to answer questions if you do not have an active account. Its a shame because my consolidation application just went through and they will become my servicer; however their costumer "service" is lacking.

• 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.

  I faxed my PSLF application in 2 weeks ago, I'm seeking acknowledgement that the application was received. I spent over 3.5 hrs on hold waiting to speak with a customer representative only to have them answer, pretend like they couldn't hear me, and hang up. So what I would like from Mohela is 1) to contact me, and acknowledge that they have - or have not - received my application and 2) make an effort to show student loan borrowers that Mohela is taking action to improve business processes and be more responsive. A few suggestions for Mohela: a) automate this process so that the applications are easily submitted and have the status tracked online. One seemingly easy way to do this is to change their account registration so that anyone can make an account and submit an application. I have tried repeatedly to register online since applying to consolidate my loans and each time I get this error: "The provided information does not exist in our system. If you believe this is in error, please Contact Us." Importantly, by making this registration independent of a requirement to match with information already in their system, it would allow student loan borrowers to use a feature advertised on their twitter page which says you can upload documents on the website - in lieu of mailing or faxing. b) Instead of having customers wait on hold for 3 or more hours, how about adding the ability to have a call-back? That way customer service representatives can make good use of their time and those waiting for the call-back are far less likely to be angry if they don't have to listen to hours of clarinet or flute music before speaking with your representative (if they ever get a chance to), and finally, c) add an inquiry form to the website - so questions like mine - which are easily answered with input of a few details to answer with a "yes" or "no", decreasing wasted time on everyone's part. These are suggestions, but I do hope the company does better in the future.

• Initial Complaint

  Date:10/14/2022

  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.

  MOHELA recently became my debt servicer and I have been attempting to change my repayment plan with the servicer for months. MOHELA does not offer the ability to change repayment plan online, only over the phone and I have been utterly unable to reach them. When I call to change my plan I am told to hold for 100 minutes or more and despite holding for this long, my call is never answered. I have also emailed the company and received no response. This has significantly impacted my mental health and will soon significantly impact my finances when the student debt repayment pause is ended. I require assistance at the utmost urgency.

• 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.

  Mohlea is not responding to my direct messages with answers, just pretyped letters. They are not giving the credit bureau correct data. I keep paying off the same loan to 0, it pulls from my bank, then Mohlea adds a new balance to it. Are they treating all users like this? Their business needs to be frozen and investigated for accounting practices. Maybe all the student debt tally's are wrong? This impacts credit scores resulting in higher rate for borrowers over all and is predatory.

• Initial Complaint

  Date:10/14/2022

  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.

  My federal student loan was transferred to Mohela recently, as I am likely eligible for federal loan forgiveness. The prior two loan servicers were responsive and engaged with me as a borrower. Mohela is not. The transfer to Mohela has been a disaster, and the ********** ** ********* should not have selected Mohela as a servicer. I have called the company three times, and I have concluded that a caller simply can’t get hold of a human being when calling Mohela. The automated system is an absolute shambles. As I type this, I am on hold with the company, and Mohela advises my wait time for this call is 128 minutes. That does not count the approximately 60 minutes I have spent on hold in my prior calls. There is an unskippable entry message that is approximately 10 minutes long. I have yet to speak to a human being, and there is a deadline looming in just a couple of weeks. I need Mohela to confirm recipes and understanding of next steps — this complete lack of responsiveness and utter disregard for their borrowers may end up costing me thousands of dollars. Mohela is entirely unprepared to take on this contract, and the ********** ** ********* needs to reevaluate its relationship with the company. I do not have a choice for loan servicer, given the nature of this loan. However, for any borrower who does have a choice: stay away from Mohela.

  Customer Answer

  Date: 10/24/2022

  Hello,

  
  

  Today, I received the following message re  Complaint ********-MOHELA.  It indicates BBB closed the matter, as Mohela made a good-faith effort to address the problem. I am aware of no such effort — Mohela has not reached out nor taken any other steps, short of asking for an authorization form, which I intend to submit this weekend. 

  
  

  As I understand it, BBB and Mohela were unable to do anything until I submitted an authorization form. I have not been able to submit that form yet — I planned to send it this weekend. In any case: if my last communication was that an as-yet-unsent authorization was required for BBB or Mohela to proceed, I am unsure how Mohela could have made any effort. 

  
  

  Please advise as to next steps. To reiterate for BBB’s awareness: Mohela has done nothing in terms of contacting me or making any effort to resolve this issue (short of asking for the authorization form). 

  
  

  I’ll still be glad to send the form this weekend.  

  
  

  Many thanks, and I hope all is well,

  
  

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

• 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.

  I have made many attempts to speak with a
  representative about my loans that were
  transferred from ******* *********. No one ever answers after being on hold for hours at a time. Initially the Mohela website said my loans would be fully transferred from ******* ********* by 10/05/2022. When I log in to Mohela my information is
  not there. I have been in PSLF for several years. I qualify for TEPSLF and submitted documents to ******* prior to the switch. None of my information is on the Mohela website. Yesterday, 10/13/2022 I resubmitted documentation
  regarding my current government employment in order to to update payment
  counts and I uploaded verification for the TEPSLF (I made payments while teaching in a lower economic school). None of those documents are reflected on the
  website as having been uploaded. The deadline is 10/31/2022 to qualify for TEPSLF and if seems as if I'm being put in
  limbo due to this transfer of ********* of my
  loans. I believe Mohela is deliberately preventing me from accessing their services in order to keep me from qualifying for the TEPSLF. Again the deadline to qualify is 10/31/2022. As of this writing I have been on hold, today, for an hour despite the automated message saying my wait time is 13 minutes. Last week my wait time was 134 minutes, I waited for over 3 hours at a time before giving up. I’ve done this 4-5 times. This is fraud by denying me an opportunity to benefit from this government program.
  I would like a specific time set up to speak with a Mohela Ombudsman and I’d like corrective action to my loan file to reflect that I have applied for TEPSLF. I’d also like an accurate count of my PSLF payments. Please help me.

• Initial Complaint

  Date:10/13/2022

  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.

  We are in non payment for student loans I have been billed close to 9000 for interest that were not paying til Dec 2023 also I'm in idr 0 payment I view my statement on my credit report they have me 90 days late on 5 loans if we were in repayment I would owe interest for 2 years I want my credit fixed asap immediately

  Business Response

  Date: 10/14/2022

  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:10/13/2022

  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 have been trying to contact Mohela regarding my online access to my student loans. The phone number goes to an automatic system loop, and I never reach a representative. It just keeps saying to visit the website. I cannot use the website because my account is locked. The online FAQ provided the link to unlock the account, but after entering my information, it instructed me to call me. I even sent a message via Facebook since their social media accounts were listed in a letter I received.
  
  Secondly, I'm trying to get assistance as the latest letter I received states I only made three qualifying payments when in fact, my last notice from March listed 60+ payments.
  
  I have exhausted my options for assistance, so I am hoping BBB can assist me.

• Initial Complaint

  Date:10/13/2022

  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.

  Mohela took on student loans from *** ****. It has taken 43 days for my loans to appear, yet a teach grant is still missing. I need to convert this teach grant by the end of the month, but I can't get any progress or information from any employee. Most times, I end up on long (2+ hour) holds to be told I will get a call back from the Teach Grant department. I have requested that they call after 4pm because I am a Teacher. They call during the times I am still teaching. When I call back, I end up on another long hold to be told I will get another call back. This is an endless cycle of no progress. At this time, I have spent 15 hours on hold with this company and am currently waiting to speak to someone. If this grant is not entered and converted to a student loan, it will not be forgiven with the rest of my student loans. I should get paid for the time spent listening to this god awful music. But I really just want all of my student loans taken care of so they will be forgiven.

  Customer Answer

  Date: 11/03/2022

  I filed a previous complaint Case number *********. Issue 1: Mohela replied to that complaint by stating that they apologize for the wait times and they are aware of the issues but I should use the "contact us" secure message on their website, though they do not reply to those messages. Further, the wait times are still well over an hour just to talk to a customer service representative. Yesterday I waited over 2 hours and never got to speak to anyone. The phone call that I made prior to that, I called and was cut off / disconnected after more than an hour wait time on several occasions and was given the excuse that they were having telephone issues. Issue #2- they stated that they processed my application for converting my Teach grant to a loan on the 24th of October (still not showing in the system) Though the application was approved, the conversion was never done and I was unable to consolidate my loans prior to the cut-off to do so for my public student loans forgiveness program. The deadline to consolidate was October 31. I was told that someone would call me back on October 31 which they never did. The deadline has passed and I am now unable to consolidate which will cost me thousands of dollars. Issue #3 while not on my last complaint it has now become an issue that they are taking exceeding long to process PSLF forgiveness forms and seem at this point to be unwilling to do so. This inaction on their part is keeping me from continuing my education and will also likely become an issue for me to utilize my $10,000 forgiveness. I am in the process of trying to go back to school and their inaction is limiting my ability to do so as this needs to be addressed before I can enter a new program. This company is costing me money due to lack of ability to do their jobs. They tell me that they will do something and it is never done. They reply with only half actions when it suits them as the first reply I have gotten is because I filed a complaint with this agency.

  Sent via another complaint 11/3/2022
  

• Initial Complaint

  Date:10/13/2022

  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 reach Mohela since my Federal Student Loan was transferred to no avail. Every time I call, after listening to automated messages for over 10 minutes with no option to skip, I am told they cannot take my call. Every time I click the send a new message button, I am taken back to their primary contact page with no option to email them.
  
  I submitted my final employment verification document on 8.28.22 and have not heard from them...the status still says pending. I am currently eligible under the PSLF program to have my loans forgiven and I feel I am being held up due to poor loan management.
  
  I should be able to speak and/or email my loan servicing provider. This lack of access seems very suspicious and is a violation of my rights as a consumer.

  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. 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.”