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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.
    • 1,411 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:10/06/2022

      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 a loan forgiveness application in July 2022. MOHELA erroneously informed me that information was missing. I discussed with a representative in August and we agreed there was no missing information and they were to resubmit the form. I have contacted them over 6 times since then and they will not provide me with confirmation documentation that they are processing my loan forgiveness application. I have exceeded the required number of payments needed for loan forgiveness. I even discussed with supervisor that I need some confirmation that my forgiveness application is indeed being reviewed. It is poor business practice to not provide necessary information to consumers.

      Business Response

      Date: 10/12/2022

      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:10/06/2022

      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.
      HI,

      I applied for loan forgiveness for TEPLSF; i received a letter stating it was paid off and the DOE also had my balance as zero. I logged on to print some information a week later and my loans were back and also the DOE had my balance again. The DOE says to contact Mohela but they put you on hold for 2 hours and never pick up the phone. My loans have gone back and forth on my credit report and its sinking. Attached you will find the letter that says its paid off and another from tMohela that says I still have loans.

      Jeff

    • Initial Complaint

      Date:10/06/2022

      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 multiple times and had to wait for extremely long periods (anywhere from 45 min to 3 hours) only to be given different information by each person I spoke with. I also have had instances on more than one occasion where I have been hung up on after being on hold for multiple hours. I have requested not to be placed on hold given that I have been hung up on and that I have been lost in the system to only have it happen again and have to wait for several more hours to speak with someone. I also have been informed that they must place me on hold to complete a task.

      If the company is placing someone on hold then why are they not able to return a call if that call is disconnected. They are not helpful and inform me they can not call me back if the call is disconnected nor will they provide me with an extension to reach someone directly in case I am hung up on.

      I am trying to get information on my account corrected however I have been told to do different things only to do those things and then call back to be told that what was completed doesn't matter or is not right.

      I understand they are be inundated with calls however the length of time and the inaccurate information is completely unacceptable. If they are unable to complete the tasks that are required as the loan provider then why did they take over for ******* *********?

    • Initial Complaint

      Date:10/06/2022

      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 to reach a person at MOHELA 5x in the last 2 months. No one has ever answered the phone. As of thus very second, I have been on hold for 1:40;36. That's going on 2 hours. Last week I held for 1:34 and I had to hang up because I had to attend a meeting. This is completely unacceptable. I am trying to determine if my PSLF information has been transferred to MOHELA and I onky have until Oct 31. I have been calling since early Sept. This is a terrible terrible terrible representation of customer service.

    • Initial Complaint

      Date:10/06/2022

      Type:Product 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 paid off my student loan 01/21 and requested a refund of payments made during covid (after 03-20-2020) per the federal guidelines. I requested this refund twice by phone in August 2022, once by mail (august 2022) and twice by email (august 2022). Absolutely no confirmation of receipt of my emails or my request by mail. Now when you try to call wait times exceed 180 minutes. I have tried to call dozens of times and wait 3 hours and never get a representative. When I was able to talk to a representative in August I always got conflicting answers to my questions. So am I to wait 5-6 hours on the phone and then get an answer that may/may not be correct. MOHELA should not have taken in FED LOAN servicing accounts if they knew they could not handle the workload. I am not looking for good good customer service ( which really doesn’t exist any more) - just any service at all . Like” we received your email 5 weeks ago and are looking into the matter” or “ the wait time will be only 62 minutes - ; vrs exceeding 181 minutes “ . If you do not accept phone calls maybe you could respond by email within 30 days???

      Business Response

      Date: 10/12/2022

      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.

      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.

      Customer Answer

      Date: 10/14/2022

      Complaint: ********



      I am rejecting this response because:

       

      I did receive a call from a representative from MOHELA only because of this BBB complaint I filed.  She explained that they were overwhelmed with calls and emails and little slower than usual.  She understands the frustration of waiting 4 plus hours at a time and not being able to speak to a representative at MOHELA.  They just do not have enough people working.  With MOHELA taking over FEDLOAN Servicing accounts, the 10/31 PSLF or TESPLF deadline and the amount of people requesting refunds the workload is well, overwhelming. I stated that not being able to contact anyone and sending emails in AUGUST with no response is a little bit more than "slower than usual".  She did confirm that my request for a refund (which is why I filed this complaint) was received 08/30/2022 and the request is still pending and will take around 60 days to refund my money.  After hundreds of hours on hold, certified letters, emails over the last 7 weeks it took a complaint with the BBB to get any type of contact.  I will close this complaint when/if I receive my refund.

      ****** *****







      Sincerely,



      ****** *****

    • Initial Complaint

      Date:10/06/2022

      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 recently transferred to Mohela from *******, not by choice. I have been trying to reach representatives at Mohela for weeks now to get essential forms completed that I need for loan forgiveness. There is no logical place to upload these on the website despite hours of searching. I have called the customer service number multiple times, each time indicating a wait of 120minutes or longer, only to be disconnected and never get to somebody. I have written multiple messages via the website and gotten ZERO response. There is literally NO way to reach an actual person and I am getting ZERO responses back from anybody there. This is DEEPLY troubling and threatening my ability to access crucial resources I need through my place of employment, as well as threatening my families livelihood. It should not be too much to ask that a consumer who was forced to switch loan services to Mohela get a response, or be able to SPEAK TO SOMEONE ON THE PHONE (ESPECIALLY after waiting over an hour on hold). This company is showing signs of neglecting student loan holders, acting maliciously and nefariously, and perhaps committing fraud against the government after becoming a federal student loan servicer, but providing ZERO support to the student loan holders themselves.

    • Initial Complaint

      Date:10/05/2022

      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.
      Had a student loan transferred to them. It's been several months with no updates. I have the mobile app as well as access via PC. There is scant details available on the mobile app and none on the PC site. When I am able to see some details of my loan the data is incorrect. There are significant looming deadlines and the company does not respond in any fashion and I am in danger of defaulting on a significant loan sum due to their lack of good faith handling.

    • Initial Complaint

      Date:10/05/2022

      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 first submitted my application for Public Service Loan Forgiveness (PSLF) via fax on 3/23/22. I have since submitted by mail (on 7/25/22) and submitted with MOHELA's document upload center (on 9/26/22). I have received one letter in the mail from MOHELA, which referenced an employer that *I did not work for.* They must have mixed up my and my husband's applications. I just received a message in my MOHELA inbox stating that my employer forms (I have worked for two qualifying employers) have issues: one is signed with an unacceptable digital signature (it was not) and the other is signed by someone not authorized (both were signed by HR department representatives). The letter does NOT state which issue applies to which employer certification. I'm on my THIRD call to MOHELA. Both of the previous calls were over a 2 hour wait, and no answer. I work and have a family and do not have 2 hours to devote to another call. I am on hold now to speak with someone, and the call just hit 2 hours and 7 minutes. This is completely unacceptable. The written communication is not clear or helpful, and they are not available via phone.

      Business Response

      Date: 10/07/2022

      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.

      Customer Answer

      Date: 10/07/2022

      Complaint: ********



      I am rejecting this response because:



      MOHELA responded to me, letter attached. They now say that the UNC application they received in September is legible (I sent the same copy every time). That is great news.

      Not good news: They have certified me for employment at First Health. I never worked at First Health. My husband, ****** ********, did. Can y’all request that they take that employment out of my name and put it where it belongs (in ******’s file)?

      Thank you for your help,

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






      Sincerely,



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

    • Initial Complaint

      Date:10/05/2022

      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 have been trying to reach MOHELA to obtain a refund of student loan payments made during the COVID emergency period (3/13/20 to date). I have been on the phone (on hold) for more than three hours on each of the last three days. On the two occasions that I was able to reach a representative (on the third occasion I was dumped into a customer satisfaction survey) the call was dropped before I was able to get an answer to my questions. The phone option available at MOHELA just doesn't work. Is there any other way to contact MOHELA other than their phone line? An email address or a live chat option really is needed here. Thank you for your assistance.

    • Initial Complaint

      Date:10/05/2022

      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 am completely unable to get in contact with anybody at MOHELA regarding student loan support. I have emailed multiple times with no response, and whenever I call, I am told the wait is upwards of 2 hours. Sometimes the phone line is down, and sometimes when on hold, it ends unexpectedly. I simply need to resolve my loan issues and need to speak with someone, that is all I ask.

      Business Response

      Date: 10/12/2022

      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: 10/21/2022

      Complaint: ********



      I am rejecting this response because:

      My issue has still not been resolved. In the letter MOHELA sent me, they shared a number to call with further questions to discuss any further questions. When I call the number, I get a notice that my call can not be completed as dialed and the number is out of service. There is no way to contact this company and they have made no attempts to remedy the situation.

      Sincerely,

      ***** *****

      Business Response

      Date: 10/24/2022

      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

    MOHELA is NOT a BBB Accredited Business.

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