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:10/11/2022

  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 call MOHELA several times to check on my PSLF application that I have already filed. I cannot speak to any customer service members. I have tried to sign into MOHELA (my understanding is if my paperwork has made it there, I would be able to register an account but I cannot). I literally have no been able to speak to a customer service agent and cannot send an email to ask questions. This has been a horrible experience. I just need to know if I’ve been approved for a PSLF waiver and they received my paperwork by 8/3/2022.

  Customer Answer

  Date: 11/17/2022

  I am frustrated with the customer service at MOHELA. I have still not heard about my PSLF application. I applied on 8/1/2022 and received confirmation that my application was received. I was told it would take 90 days for my application to be processed. I contacted MOHELA on 10/3/2022 because I wanted to check in on my application before the deadline of 10/31/2022. The costumer service person (******) confirmed that MOHELA had received my application but it was not processed and they cannot see me in their database. She informed me that at looking at it, I should qualify and I would hear back by 11/3/2022. I called on 11/14/2022 and spoke with *****. She reported to me that my application has still not been processed and she "didn't know why". She then abruptly transferred me to some kind of "escalation team" to help me get this figured out. I sat on hold for 40+ minutes with no indication of who I would be talking to and how long I would need to wait to be spoken to. It is now 11/17/2023 and I have still heard nothing from MOHELA. My PSLF application and whether I have been approved is LIFE CHANGING FOR ME. I need information and I deserve an explanation and for my application to be processed. MOHELA has been an absolute nightmare to work with and their costumer service does not exist at this point.

  Business Response

  Date: 11/19/2022

  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: 11/29/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:I still have o received any communication from MOHELA about the status of my PDLF application and I don’t trust that they will ever reach out with any information. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:10/11/2022

  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 had my student loans transferred to this company and nobody answers any of the calls. My passwords worked when I first logged in and now they do not. I called multiple times and the recording mentions due to bidens changes they are unable to take calls. I just need help logging in and checking my accounts do they not have IT help what is the deal with this company?I HONESTLY KNOW MY PASSWORD AND USERNAME ARE CORRECT THEY ARE WRITTEN DOWN.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 have been trying to reach at Mohela regarding my student loan that was recently transferred to them. Their website stated that by October 5, 2022, my information would be available. As of today, all it lists is that my account "is in good standing". There is no balance listed except $0. I owe approximately $39,000 and am eligible for a monthly payment through my employer, which I was unable to obtain in September or October, as Mohela is still listing no balance, so no payment can process. I was also approved for PSLF through the previous Federal loan servicer (prior to the transfer) and need to know that this carried over as well including how many eligible months I currently have. I have emailed asking when this information would be available, with no response. I have called numerous times and the wait time is in excess of 40 minutes but no one answers and I have to hang up. Today I was advised it would be approximately 140 minutes. At this time, I have been on hold over 2.5 hours and still no one is answering. I am also eligible for the $20,000 in student loan forgiveness. However, whenever it finally processes, if my account still shows no balance, I am concerned I will not receive this much-needed assistance.

  Business Response

  Date: 10/12/2022

  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.

  Customer Answer

  Date: 10/17/2022

  Complaint: 18198185
  
  I am rejecting this response because:
  

  I have not received a call or email correspondence from them, which what the resolution they offered.  
  
  
  **************************************************

  Business Response

  Date: 10/18/2022

  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 ** at our *************************** by phone at ************, in writing at *****************************************************************, or by logging into your web account to request further assistance with this matter.

  Customer Answer

  Date: 10/18/2022

  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.  Within my online account with MOHELA, I received a written notification that clarified most of my questions.  I am hopeful that if I need anything further I (and other loan holders) will not experience further inability to contact this particular loan organization. 
  
  ***************************************************

• Initial Complaint

  Date:10/11/2022

  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 attempting to speak with the customer service for the last 2 weeks to no avail. I have been on hold for over an hour on at least two occasions, my call was disconnected on another occasion. And due to time - I have not been able to wait past 30 min to speak with someone. The temporary waiver will end on 10/31/22 - I am hoping to speak with someone before that date to confirm that they have all they need from me.

• Initial Complaint

  Date:10/11/2022

  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.

  It is impossible to reach anyone at this company. I’ve been on hold nearly 3 hours. I submitted pslf documents in Feb and they were lost in transition to mohela. Resubmitted in April and found out 10/11 that they may have again lost my employer certification. We are 2 weeks out from the pslf waiver expiring and I can’t reach anyone about this paperwork they’ve now lost twice. I’m also concerned they seem to be losing paperwork with my confidential information in it. How am I expected to pay loans that I can’t service because the servicer is unavailable and disorganized?

• Initial Complaint

  Date:10/11/2022

  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 trying to contact customer service for the last few days. The last time I called, the wait time was 80 minutes and I sat on call for 189 minutes until I couldn't take it anymore and my phone was about to die. I am currently sitting in call right now hoping that someone will pick up, but no one seems to want to do their job. All I want is for a simple loan refund so I could apply for PSLF.

• Initial Complaint

  Date:10/11/2022

  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.

  Was informed loan information would be posted ********* **** ******** on 10/5/22. Checked their website daily from 10/5/22 on and the the loan has not been transferred. I attempted to call the 1800 number on 10/10/22 and an automated message stated there would be a 188 minute wait to speak with a customer representative. That is not a typo - three hours waiting to speak with a representative. There has been no correspondence regarding a delay in transfer, nothing via postal mail or electronically. I attempted to see where I could file a complaint - there was no means to do so electronically and the website refers to the same 1800 number.

• Initial Complaint

  Date:10/11/2022

  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.

  These people will not answer the phone and if I cannot get into my account how am I to pay or service my account! I have called multiple lines on multiple occasions and have been told from 371 minute wait ( that is actual not a joke) to one min and I wait and wait and no one ever answers not even for the one minute wait!!!

• Initial Complaint

  Date:10/10/2022

  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.

  Applying for income-based payments. I uploaded application & copy of my 2021 federal tax return on 7/8/22. I received notification it would be processed in 10 business days. I then received correspondence on 7/2022 informing me of a processing delay. On 7/29, I access my account profile online and see that the application was cancelled with no communication to me for the reason and I was never contacted for any additional information. So I reapply and reuploaded the same documents. Application & copy of the 2021 federal tax return. I also composed a formal complaint letter. This was on 7/29/22. I received an electronic message and a phone call on 8/8/22 from *******, a supervisor. So I called back. The customer service representative had no idea why Heather called me. She saw I had an application pending. offered to expedite it. I asked if she could tell me why the original application from July 8 was cancelled. She said it was canceled due to duplicate information. Then on 8/15/22 I got a notice to a processing delay. Received notification 9/20/22 I was denied due to not providing income documentation & proof of family size. On 9/24/22 got a request for more information to provide income documentation and family size. So I upload my last 2 pay check stubs & the last three years of my tax returns. Today, Oct 10, I now get another phone call from ********, I had to listen to 10 minutes of pre-recorded messages before putting me in a que with a wait time of 164 minutes. Well over 2 ½ hours later I gave up. I work 2 job. I don't have the time to spend my day on hold. No call back option. No secure email message option and no chat options. I just want to secure a reasonable payment to pay back my loan like a responsible adult. And I would appreciate if that could get completed before it damages my credit scores.

• Initial Complaint

  Date:10/10/2022

  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 to contact Mohela regarding my student loan since September 16, 2022. The automated service gives me a wait time of 180 mins, after 180 mins the call disconnects. I have sent messages via my Mohela account and have not received a response. I am requesting a form which was requested by my mortgage lender; since I have not been able to contact Mohela to receive the correct form my closing date has been pushed back from 10/11/22 to a later date and I may lose my earnest money if the seller decides to pull out due to the agreement being breached.