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Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

Complaints

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

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.

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    • 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

    Customer Complaints Summary

    • 4,028 total complaints in the last 3 years.
    • 1,410 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.”

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 working on a time sensitive assignment and established an account with Mohela. My user account is/was *********. I'm following directions to complete the time sensitive assignment, however, I'm unable to log in. The error reads, "the information you provided does not match our records. Please try again." I'm upset and have since called twice to resolve the situation with their technical team, but after holding on the line for several minutes Mohela does not have someone that can speak with me to manage the situation.

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 received my student loan account transferred from another servicer

      Documents verifying employment have been sent, received, and cancelled without updating qualified employers

      MOHELA has since filed suit against the federal government, therefore refusing to provide the service they have contracted to fulfill

      MOHELA has erroneously sent multiple duplicate copies of an unsubstantiated denial without looking at documentation provided by me that is right in front of them

      When taking over my account, MOHELA listed additional weeks that I had provided record of governmental employment. Since MOHELA's attempts to thwart the Fed's directives, these weeks have been removed

      https://protectborrowers.org/wp-content/uploads/2022/10/FINAL-Demand-Letter-to-MOHELA-630pm.pdf

      MOHELA's practices to remain understaffed after accepting such a large contract verify mismanagement and ill intent based on political dramatics and anti-public service attitudes

      10 minutes on the customer service line just before being allowed to select an option on where my call should go followed by 75 minutes of hold time

      MOHELA is my servicer who should answer my questions, not direct me over and over, on the phone and their website to route y question to the federal government. I have no questions for ** ***** ** ***. My questions are for MOHELA who refuses to answer them

      California has issued a cease and desist order to MOHELA for their failure to perform their job duties and I hope all other states will join in

      I just want an adequate amount of staff to correctly evaluate these accounts that they sought to service

      MOHELA is a governmental agency that should not have any skin in the servicing for profit game. Since when does a state agency follow the same business principles as a private banking institution

      For a state entity, the communications and even website platform are antiquated and lacking in intuitive design or appropriate service options

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 account number


      I requested by phone on August 26,2022 a refund of my loan payments paid during COVID since March 2020. Which is allowed request.

      After spending long wait the person told me it would take 30 days to get the refund. I have called in several times it went from 30 days to 60 days. Even though the information by president Biden says 30 days. I don't even know if the site even put a request for refund in because I've never received any type of confirmation by email or mail.

      I even faxed and mailed in a request for refund also.

      Please help because it doesn't seem right that I didn't receive any confirmation or my refund.

      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:

      the company didn't respond in the bbb complaint and I received nothing from the company





      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:10/12/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      All federal student loan payments during the Covid payment pause may be refunded at my request due to the CARES Act. I called in and was able to speak with a representative at MOHELA only one time. All other times, MOHELA has disconnected my call, including after waiting 60 minutes on hold. MOHELA, nor my original loan servicer, *********, have responded to my written requests requesting confirmation that this process is going through. As my loan was paid off during this time, I was requesting a reinstatement of my loan and refund for the payments I made during the payment pause period starting March 2020. No final amount was given to me and no further info could be given to me. As this is now time sensitive, due to student loan forgiveness, I am requesting help from outside MOHELA. I have attached proof that I have tried contacting them and that they will not respond or take my call. MOHELA ******** ********** 
      Please refund the ~$10,000 owed to me under the CARES Act. Please respond that this request has been started and confirm the total amount I am owed.

    • Initial Complaint

      Date:10/12/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 transferred to this company in August. I waited until I received a letter in September before trying to create an account. Since then I have been trying to register and it says it doesn’t recognize my information. I have tried calling and each time the wait time is over 2 hours. I have not been able to get through to get help with my account. I am unable to submit my paperwork for the PSLF program and this company is going to screw me out of the additional forgiveness. This is already a horrible company to work with and I haven’t even had a chance to speak to anyone.

      Customer Answer

      Date: 10/21/2022

      That’s **** ****!  I never even got a call from them.  I have been trying for a month and am on hold for 3 hours at a time and still can’t reach anyone.

    • Initial Complaint

      Date:10/12/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 several times to connect with MOHELA loan servicing for my federal student loans, waiting for 2 hours and longer to speak to a representative with no response. I need to talk to someone immediately. I am tired of waiting on the phone, on hold for hours. I need to inform them about something urgent related to my student loan status since my student loans are in pending status with the Department of Education pending approval for borrowers defense settlement.

    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 for the last three months to certify my employment for the PSLF program with MOHELA who took over my loan. Today I received not one but 9 denial letters for my employers. All three of my past and my current employers are either in non profit, social work, education and government and we’re all qualified by my previous loan services *** *****. They have stated they didn’t receive my entire file and have had my re apply three times. Today they stated that my current employer was contacted and there is no record of any calls to my HR. Then they stated that the information wasn’t on the form, ahhh so how did you call my current employer? I spent 4 hours and 36 minutes to finally reach some one who agreed they could read the form and see both the signature and contact information. The reps was in the process of getting a supervisor who didn’t like to be told they are literally lying to people and I demanded my application be reopened. The supervisor then disconnected the call and now I am back On hold! I want my application reopened and reviewed by a competent person who knows how to apply the PSLF eligibility guidelines to my account! Also they put me in a general forbearance and not a COVID forbearance to “protect my eligibility” even though I told them I had a forbearance that would count for the new PLSF waiver program.

    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 student loans have been the final in-process steps to transfer to Mohela from ******* since September 16th. I was notified by Mohela that this would take two weeks - it is now nearly a month. I am in the PSLF program and I need to submit documentation and consolidate my loans in advance of the October 31st deadline to qualify under the limited PSLF waiver. I have attempted on numerous occasions to call Mohela and cannot get through on the phone due to high call volumes. I have sent multiple messages which say there is a 3-5 day turnaround time, and have not heard anything. I am concerned that due to this timing and lag related to my transfer, on Mohela's part, I will have missed my opportunity to take advantage of the waiver. I am very concerned about this and what is worse I cannot even get through to talk to anyone.

    • Initial Complaint

      Date:10/11/2022

      Type:Product Issues
      Status:
      Resolved
      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 requested a refund of my payments made as is my right under the CARES Act. I was told the processing could take up to 30 days, so I waited that 30 days. Now I have called in and emailed a dozen times with no response whatsoever. I waited on the line for an hour on two separate calls and for 3 hours on another call and got disconnected each time. I have never received a reply to any of the emails. I need a response to assure me that my request has been processed in the time promised.

      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: 10/28/2022

      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,

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

    MOHELA is NOT a BBB Accredited Business.

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