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 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

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:10/04/2022

  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.

  Spent over 2 hours on hold, and then the line got disconnected. Called later that same day and have now spent 4 hours holding. This is an unreasonable amount of time especially since the estimated wait time stated was much lower than this. I am waiting for a refund of my payments made during covid that I have not received and now cannot get ahold of anyone to figure out what the issue is with the refund I requested.

• Initial Complaint

  Date:10/04/2022

  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.

  Several months ago, my student loans, which qualify for the Public Service Loan Forgiveness program were transferred from ***************** Servicing to Mohela. On August 30, 2022, I resubmitted PSLF paperwork after reviewing Mohela's payment tracker and see that suddenly 16 of my payments were being counted as ineligible for PSLF due to lack of employment verification. I had submitted employment verification within the past 2 years, but apparently it wasn't transferred to Mohela when my loans were switched to Mohela from FedLoan Servicing. On August 30, I resubmitted this paperwork. When I did so, I received a message saying that the documentation would be reviewed within 7 business days. On September 7, I received a message in my Mohela inbox saying that there was a "Correspondence Processing Delay". This message indicated that my documentation would be processed within the next 10 business days. As of today, my documentation has not been processed and there has been no communication from Mohela containing an explanation for this. On September 27, 2022, I sent Mohela a message via their messaging portal and received a message from Mohela saying they would respond to this message within 72 business hours. I still have not received a response.

• Initial Complaint

  Date:10/04/2022

  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 get in contact with mohela to request a refund of $1968.44 that I paid during Covid. I paid off my student loan and qualify to apply for student loan forgiveness but I need the refund before I can apply. I have called at 705am (their time, 505am my time) when they open at 7am, my wait time was 1 minute....call hungup after waiting over an hour. I called back and waut time over an hour, again call hungup after 1 hour. I would just like a refund so i can apply for forgivenesss when applications start. I shouldn't have to keep calling...right now I have again been on hold for over 2 hours.

• Initial Complaint

  Date:10/04/2022

  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 contact my loan servicer, MOHELA, for days now. I'm either put on hold for 120+ minutes, or automatically hung up on. I thought I finally was getting through this morning, and was able to request a call back. I got a call back two hours later, and I answered, heard on hold music, was then hung up on and received a voicemail stating that they tried to reach me but I was not available. I ANSWERED THE PHONE. The customer service is horrid; I was involuntarily moved to this loan servicer earlier this year and the experience is awful. The website is awful, understanding how to set up payments has been awful and now trying to call in is also awful. I understand that there are likely many, many calls coming in but that doesn't mean customer service should be poor.
  
  I'd like to ensure I'm getting covid payments refunded, and I'd also like to inquire on why they're claiming that my account is past due when I've been paid ahead for years and have continued payments for the last two years.

  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:10/03/2022

  Type:Billing 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 am eligible for a partial student loan forgiveness under the **** program. My previous loan provider, which I had since my loan was originated in 2007, told me that I needed to consolidate my loans in order for my application to be considered. MOHELA became my new loan provider after consolidation. The balance is currently in forbearance until Dec. 31, 2022 per my loan information on the MOHELA website. I received two separate **** denial letters from MOHELA today. The first told me that I was not eligible for loan forgiveness because I did not have at least 120 eligible, full monthly payments. I am thinking this is because I haven't made any payments since the loans were consolidated. However, I have proof that I have paid on time and in full since 2007, and if I would have known that consolidation would disqualify me for the **** program I would not have pursued this route. The second letter told me that I was not eligible for the **** program because my employer is a for-profit entity... even though "Public Schools" is part of the name. I called today to speak to a representative, but the automated menu told me that I do not have an account when I entered my SSN and date of birth. I have an account number, and I can log into my ********************** account to see my balance owed. The recourse MOHELA offered in the letter regarding my "for-profit" employer is to refile the **** paperwork, but I don't think I should have to ask my *************** director to fill out this paperwork for a *fourth* time because loan paperwork processors don't want to use careful thought when completing my application process. My full payment history back to 2007 is available upon request.

  Customer Answer

  Date: 10/13/2022

  My issue is resolved.

• Initial Complaint

  Date:10/03/2022

  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.

  My student loans were just transferred to Mohela this past month. My desire is to change my repayment plan from an income-driven plan to the Graduated Repayment Plan in preparation for repayments to begin next year. Mohela's website states to call ************ to request this change. I've called every business day during business hours and either get a wait time of no less than 2.5 hours or a message from my cell phone provider stating the party at this number is not available. I've tried every other contact number on Mohela's website with no success and even attempted to send a secure message through Mohela's website with no response.

  Business Response

  Date: 10/10/2022

  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: 10/10/2022

  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:10/03/2022

  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 a question about my loan. I have called the numbers on the contact us page of the website. The hold time was quoted as 70-115 minutes (range over multiple calls). After about an hour of waiting, Mohela's system hangs up on me. I have been unable to reach them by phone. I have sent multiple messages through the contact me page. The page says you should hear something in 3-10 days. I have not been contacted. I just want someone to contact me, return a message, or answer the phone!

  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:10/03/2022

  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.

  I requested my payments during Covid be refunded on 8/26/2022. They processed the request and the payments no longer show on my account and my balance due has gone back up as of 9/20/2022, but they have yet to refund my money. I am owed $831.56. We are US military living in Japan, and we both work, so calling and sitting on hold for 2+ hours isn't feasible for us because they are open when we are sleeping. I've sent 3 messages through my account and not received a single response, and the only response you get on social media is from a scammer trying to get money out of other people desperate for help.

  Business Response

  Date: 10/05/2022

  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.

  Business Response

  Date: 10/06/2022

  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:09/30/2022

  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 am trying to contact Mohela about my PSLF form. I submitted the correct PSLF waiver paperwork to my previous loan servicer (*************) in April 2022. I received confirmation of receipt of said paperwork on April 20, 2022. My loan was then transferred to Mohela over the summer, effective August 18, 2022. With the impending October 31 deadline for waiver submission, I called Mohela today to understand the status of my request. I sat on hold for over an hour, and when someone finally answered, I was disconnected almost immediately after I asked my question about the PSLF paperwork. It shouldn't take 5 months to confirm my eligibility for this program. I've been employed by the federal government, at the same agency, since 2010. And it shouldn't take hoops to jump through to understand the status of my request for PSLF.

• Initial Complaint

  Date:09/30/2022

  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 made a payment this year in the amount of $12,100. I confirmed with my bank that the transaction was successful and the full amount withdrawal is on my May statement. Will turns out Mohela only credited my account $2,858.11. I am not sure how or where they even got this figure from. And I have no idea where the remaining $10,000 went. It's gone its missing no where to be found not even in my bank account. I have a confirmation code from Mohela from May showing my payment of $12,100 but never received any updated emails/confirmation about my payment. I have tried contacting Mohela and after a 2.5 hour wait!! I finally reached someone but was hung up on after explaining the situation. This place must be a scam somehow. I would just like to know what happened to my $10,000 and why was it not processed by this company but somehow they withdrew it from my bank account in full.