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Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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Complaints

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

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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 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

    Customer Complaints Summary

    • 4,028 total complaints in the last 3 years.
    • 1,411 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:10/10/2022

      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 student loans were Transferred to Mohela back in July 2022. According to their website I have met the 120 payments to have my loans forgiven. When I called back in August they said a letter of forgiveness would be sent by September 23. It is now October 10 and no letter has been sent. When I call it is over 100 minute wait time. I have been calling for the last few weeks to try to speak to someone. Today when I called it was 135 minute wait time.

    • Initial Complaint

      Date:10/10/2022

      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 has my account from another lender. I contacted the company several months ago, July 2022 and was told my information would be processed. None of my information has been updated. This is causing great distress and issues with my families financial situation. None of the information Mohela shows on their website is accurate. Now that I am trying to contact Mohela I cannot reach anyone and they say I do not have an account based on my personal information entered in the automated system.

    • Initial Complaint

      Date:10/10/2022

      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 called Mohela seven business days in a row, waiting on hold over three hours each time and have yet to have the phone answered in order to talk to a human. My online account is not updated and I can not get any information about my student loans.

    • Initial Complaint

      Date:10/10/2022

      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.
      My PSLF was transferred to Mohela when ******* ********* shut down. Since then, my account on Mohela is INCORRECT and has me down for 21 remaining payments instead of 17 where ******* left off, and even then, ******* had not yet counted five months of employment at my current job. It appears Mohela ADDED those five months BACK as if owed when in fact it's in reverse! I've tried to reach them, but each time I call, it says one hour or more wait time, today 78 estimated minutes wait time!!!! Who can WORK and have a JOB and be on hold that long!?! DISASTROUS!!!!!!!!!!!!!!!!!!!!!! NO FAITH, JUST A NEW CROOK TAKING OVER.

      Customer Answer

      Date: 12/07/2022

      Mohela sent me an update email this morning stating my account is up to date, and they still have not counted back my time for ****** ******** as an eligible employer since May 2022. They also have made it impossible to reach them by phone (you stay on hold hours and it hangs up on you) and have no email to contact them. I uplodad all documents to you in the past and to them to prove they still have not counted my most recent and current (same employer) employment against the 17 payments, which would now bring it down to 11 payments left .

      Business Response

      Date: 12/07/2022

      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:10/08/2022

      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 submitted my PSLF waiver paperwork over a month ago. I never gotten any response as to whether my paperwork was received, accepted, or rejected. I tried calling multiple times and each time I was on hold for over 90 minutes each time and no one ever answers!!! I was never able to speak to anyone. It's less than 30 days till deadline. I need answers.

    • Initial Complaint

      Date:10/08/2022

      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 loan was switched to MOHELA from Fed Loan Servicing. I have been trying to reach them for over a week. I am put on hold for hours and no one actually picks up, ever. Today I was told wait time 2 min and now am on hold for over 2 hours. There is no email contact or chat feature on their site. Some of my information like my PSLF forms that Fed Loan Servicing had for me are missing from my account with the transfer. I have been trying to reach MOHELA to see where they are and why they are not showing up on my account. This is paperwork that can affect my status in the PSLF program and impact me financially in the future. I just need to know where they are and to make sure they update my account from Fed Loan Servicing. Since I am unable to reach them this has become an impossible task. I am literally a new customer and can't speak to someone. The transfer was not my choice and I am left in the lurch to deal with this company. There is ZERO customer service.

    • Initial Complaint

      Date:10/08/2022

      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.
      My student loans were sold/transferred to Mohela as of 4/4/2011. At that time, my two loans totaled $68,044.16. Since that time, I made every payment on time and in full until the Covid-related pause on student loan payments. That is approximately 117 on-time, complete payments of $498.78, for a total of $58,357.26. However, Mohela shows my current balance to be $64,422.43. My interest rate is 7%. So, I pulled a standard amortization table and modeled the interest rate (compounded daily) and the monthly payment. According to that amortization table, my balance should be no more than $53,667.70 at this point, which is a difference of $10,754.73. Since I have made every payment on-time (or early) and in full, then there is no way that $58,357.26 in payments can result in a reduction of only $3,621.73 of my principal balance. Over the past two weeks, I have requested a full payment history with all details from Mohela. I was required to request this via their website, which said that the information would be sent securely to me within 2-3 business days. That has not happened, even though I have requested it multiple times. Furthermore, I have tried to call Mohela's customer service number. Yesterday, the automated system said that it would take 173 MINUTES for a rep to join the call. 173 MINUTES! So, this morning I called again. The automated systems first said it would take nine minutes, then it said 22 minutes, and as of this very moment I have been on hold for 70 minutes (and counting). I have no way to reach Mohela to resolve this issue. I have no way to get a full documentation of my payment history and how my payments were applied. I have no way to know if Mohela has applied hidden fees or unauthorized charges to my loans. And, because of their horrific customer service, I have no way of even speaking with a representative. Mohela's website does not include any of the payment information, nor do they provide that on a monthly basis via email or regular mail.

    • Initial Complaint

      Date:10/08/2022

      Type:Customer Service 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.
      Since my loans were transferred from FedLoan Servicing to MOHELA, I've called to speak with them multiple times and have only been able to speak to a person once after an excruciatingly long hold time. My request during this phone call was not followed up on, so I had to call back. The first time I called back, I was disconnected several times before getting the automated line to pick up. The wait time to speak to a person was over 2 hours. I learned my ****** and next time called at the opening of business: I listened to 5 minutes of pre-recorded information before being informed that I had a one minute wait time to speak to someone. Great! 45 minutes later, I am still on hold and haven't spoken with anyone. By the way, if you try to push "0" to skip any pre-recorded information that does not apply to your question, or, to find out where you are in the hold line, you will be automatically disconnected. They have not responded to my written message through their online portal either. If MOHELA wasn't prepared to take over the government's loans, they shouldn't have accepted the job. This is insane. How am I supposed to get answers to any of my questions or get anything done? It's clear to me the phone calls are directed to an abandoned cabin in the Yukon or managed by one human and three sleepy ******. After reading reviews prior to the transition of my loans from FedLoan Servicing to MOHELA, I was heartened to see that they seemed like a responsive and helpful company. Couldn't be more wrong. Truly miss *****************. So tired of not being able to get any kind of help.

      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: 10/16/2022

      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:10/07/2022

      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 loan status was changed to Deferment without my consent. I have been trying to reach out to Mohela to correct and reverse this status back to in payment. The message has been sent from 9/29/2022, and there is still no update at this time (second follow up sent 10/4/2022). Mohela website stated messages would be answered within 3 business days, but I still have yet to receive a response.

      Any time I attempted to call Mohela to speak with the representative, the automated system either disconnect the call, or the wait time would be in ridiculous length, such as 170 to 236 minutes. My most recent call was done at 9:13 PM CST on 10/7/22, and the wait time quoted was 236 minutes before the automated system disconnected my call.

      This is unacceptable, as placing me in deferment would cause me to lose out on the Student Loan Repayment Pause that allows the supposed monthly payment to count towards my Income-driven repayment plan.

      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:10/07/2022

      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.
      In mid-August 2022, I contacted your office and spoke to representative ****** I explained to him that while making my loan payment, I made a payment of $1,100.00 towards two of my loans, however, in the process a payment of $11,000.00 was taken from my account. ***** stated that the $11,000.00 would be refunded in full and that it would take approximately 3 weeks for the refund to transfer into my account. I patiently waited for over 7 weeks at this point and have yet to receive the refund. I have attempted to contact your office on numerous occasions only to be on hold for over 4-7 hours each time with no answer. This is very frustrating and I would appreciate a phone call regarding this matter. I contacted my credit card company and advised them of the situation. They advised me to attempt to contact your office one more time to try and resolve this issue before filing a claim with them.

      PLEASE have a representative contact me ASAP. I am extremely disappointed in how this matter is being handled.

    MOHELA is NOT a BBB Accredited Business.

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