Business Profile
Loans
MOHELAThis 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
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 ComplaintThe 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:09/26/2022
Type:Billing IssuesStatus: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 absolutely impossible to contact this company. They have a "send us a message" section on their website but it's actually a scam, it redirects you from one question to another ultimately leading you to all their FAQ's and never giving you the option to send them a direct message. When you call, the wait time is "80 minutes" however when you actually wait the 80 minutes turns into 2 hours then 3 hours and no one ever ends up answering the phone. I think contacting them is a huge scam and they have created a system where it becomes impossible to get in touch with them. My loans have been transferred to them however they do not have any of 9 years of PSLF tracking information in my account that was transferred from *******. With the upcoming deadlines to apply for things, etc. it is time sensitive to speak with them and I believe they are intentionally making that impossible for borrowers. I have attempted to call them multiple times and waited hours above what they said the wait time is and nobody answers. There is no call back option and there is no option to send a message so basically, you can't contact them.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:09/26/2022
Type:Service or Repair IssuesStatus: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 attempting to obtain entry into the **** program at the ********** of ******** Affairs. Part of that application is to have the loan servicer sign a form. I submitted the form on 8/22/22. Mohela sent a message reporting processing delays on 9/2/22 saying that it should be processed within 10 business days. On 9/21/22 I sent a message inquiring about the form and have yet to hear anything back. To reach someone via phone requires being on hold for hours. The **** program has a time limited entry point. I'm sure that Mohela is very busy as they are a new servicer, but this amount delay is unacceptable.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: 10/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I appreciate that they corrected the issue promptly and performed a root cause analysis to reduce the chance this will happen in the future.
Sincerely,
*****************Initial Complaint
Date:09/26/2022
Type:Customer Service IssuesStatus: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.
This company is replacing fedloan servicing for people with fed loans.
I received a letter ( see attached) on 8-30-22 the document states that my loans would be transferred
around the 15th. It is the 26th I have tried to call this organization twice. I am currently on hold and have been
for 34.22 minutes. The last time I called I was on hold for 40 minutes. On their website there is no way to just email them.
I am asking for this company to complete my transfer so I can make payments that will count towards
my 100 require payments. I am asking this company to develop an email system. To provide better customer
service. I am asking this company to have one of the supervisors reach out to me to make these adjustments.Business Response
Date: 10/04/2022
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: 10/06/2022
Complaint: ********
I am rejecting this response because: the company has had more than enough time to set up my account online. By them not doing this and me not being able to makea payment I am loosing a month towards my total payments. They also called me and left a message and told me to call back which I have tried to call them several times
where they do not answer and I wait on hold for 40 minutes or more. Not acceptable business practice. They need to set up my account and fix their phone issues.
Sincerely,
***** ******Customer Answer
Date: 10/10/2022
I am filing another complaint. I had to file one just to get this company to actually register my federal student loan account after being transferred from fedloans. It is now finally registered. Per the student loan forgiveness program I have 56 more payments before my loans can be forgiven. In order to do that I first needed my account registered with this new company. Now I cannot make a payment on their website because it shows I owe nothing. I have to make these payments to meet the feds requirements. This company does not answer the phone customers are on hold for at least 40 minutes to an hour and there is no way to email them!!!!!!!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: 10/14/2022
Complaint: ********
I am rejecting this response because: they have not reached out. They do not allow payments on their site. Calling them still is a 40 to 1 hour wait time.
Sincerely,
***** ******Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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 applied for PSLF . It was dated for 4/1/22. I received a letter from Mohela stating I am missing information- an end date of employment. The problem is - I’m still employed . I have worked for city government for 12 years. The form states I’m still employed. Why would they deny my PSLF when the form clearly shows I’m stilled employed at the same government job meanwhile October 31 is approaching and I may miss out of the forgiveness due to Mohela’s incompetence.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.Initial Complaint
Date:09/21/2022
Type:Billing IssuesStatus: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.
My student loans were forward to Mohela. I was told to hold which i did for or over 2 1/2 hours. I spoke with ****** ****** who said that i had loans from Oregon State University, after i explain to the representative ****** that I never went to Oregon State University. She continued to that she needed to refresh her screen and that it showed that i had loans from Oregon State University. I explain to ****** that i never even bee to the State, i told her that my loans where on the Mohela website and it does not show Oregon University. ****** said that she needed to refresh her computer which she did over 4-5 times, she said that i still had the Oregon State University loans and that is the reason that some of my loans where ineligible. ****** told me to hold which i held for over 45 minutes she came back to phone i ask if i could speak with a supervisor she told me that she was going to help me, i ask if we got disconnected if she could call me back, she said no. ****** said she was going to escalates the situation, which she came back to the phone a few times to tell me to hold and then never came back on the phone after i held additional 40 minutes. I then decided to call back my hold was 3 hours and 45 minutes. At this point i am very upset. I have been trying to speak with someone since 5pm. I am very concerned with Mohela and how they are dealing my account. The fact that ******, continued to tell me that I had another account that's does not mind on my account, and for her not to come back to the phone is unacceptable. This causes great concern, especially when there is someone else account added to my account. I will also write to the Education Department regarding any and all fraudulent active on my account.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:09/21/2022
Type:Service or Repair IssuesStatus: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.
They have failed to migrate student loans from PHEAA in a timely manner. They have previously communicated that auto-debit would automatically continue, which it has not. They restrict the ability to contact them to discuss account status/issues by having unreasonable wait-times at their call center (wait-times in excess of 100 minutes).Business Response
Date: 10/12/2022
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.Customer Answer
Date: 10/13/2022
Complaint: 18059829
I am rejecting this response because:I have yet to be contacted by MOHELA regarding this complaint. I currently have an online inquiry posted to them that was made greater than three business days ago and they promise a reply within three business days. I am currently on the phone waiting for a representative. It took longer than three minutes of automated messages before I could even input an option to start traveling their automated phone tree. I am currently on-hold for a representative with an estimated wait of 88 minutes.
MOHELA is not putting forth a good faith effort in providing customer service or addressing any concerns.
Sincerely,
*************************Business Response
Date: 10/14/2022
MOHELA has received this customers inquiry. Please be advised that ********************** 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: 10/14/2022
Complaint: 18059829
I am rejecting this response because:
MOHELA still hasnt reached out to me.
Sincerely,
*************************Customer Answer
Date: 10/18/2022
10/18/2022: ************ has not reached out to me, nor have they addressed the questions I have asked them about my account and the extra payments.Business Response
Date: 10/18/2022
10/18/2022: Our company has experienced challenges in the sudden increase of accounts as well as a tremendous increase in call volume. We have increased our staff to the fullest of ability and have no control over wait or response times. We value each and every consumer we service, and will continue to work dilegently to address all their concerns to the best of our ability. We encourage consumers to visit ******************* for tips, and if they have an account with us, they could create an online account to check their status and email questions to our company directly. Again we apologize for any inconvenience this has caused and will continue to work hard to move past these new challenges.
10/18/2022: Mediator will discuss this case with ******.
11/16/2022: Business suggested the consumer create an account on their website for faster service.
Customer Answer
Date: 11/17/2022
Please reference complaint ID: ******** You all closed the complaint stating that the business made a good faith effort to remedy the situation. To this date, I have received no phone calls, emails, or online portal messages from MOHELA. The only communication that has been received has been BBB forwarding a cut/paste reply from MOHELA claiming they will reach out to me and they have yet to do so still.Initial Complaint
Date:09/20/2022
Type:Service or Repair IssuesStatus: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.
My loan account was transferred from FedLoan to Mohela in late August. I received information on how to create a new account, however when I try this, I get a warning that my account already exists with my information. When I go to recover my account information, I get a warning that no account account exists with my information.
I've tried contacting the company but have been unable to get ahold of anyone who is even able to attempt to resolve my issue. Unfortunately, you need account access to send any message. I've called and been through their long customer service tree numerous times but no options exist to address my issue and there is no option to speak with a customer service representative. Through selecting different account related options, I was connected once to their operator and once to the front desk receptionist, both of who sent me back to the beginning of the phone tree.
So I am, in effect, completely cut off from being able to contact this company. I'm expected to make payments and yet am incapable of doing so. There is additional frustration in that despite this being a defect with their software and customer service, my failure to resolve their issue affects my credit score.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:09/17/2022
Type:Billing IssuesStatus: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.
After paying off ALL my students loans in 2018, Mohela has just sent me a bill for an outstanding balance that has no validity.Customer Answer
Date: 11/30/2023
Unable to connect with appropriate person to dispute falsely owed balance. Called ************** 11/29/23, call was over 2 hours spoke with 2 different representatives that were unable to help with dispute. First woman I spoke to stated my account was linked to another account of ****** ***** the second woman I spoke to kept asking me to make a payment and provide payment information. Called ************** again 11/30/23 spoke to ****** who stated there was no evidence of me speaking to any representatives at Mohela 11/29/23. After comparing the phone number's both matched "I have photos of both calls with time" I asked if fraud was an issue recently and representative ****** was dismissive and still did not connect me to member of leadership to dispute the bill and possibility of fraud. I ended the call due to representative ****** being unhelpful and unkind.Business Response
Date: 12/01/2023
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: 12/12/2023
I am seeking to resolve this issue with Mohela but the problem I am having is connecting with a person in leadership to speak to about these issues. I wanted to discuss with a representative to resolve.Business Response
Date: 12/12/2023
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:09/16/2022
Type:Billing IssuesStatus: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 refinanced my Sofi/Mohela loan with Sofi/Mohela in April 2022 for a lower interest rate. I submitted all paperwork and continued to make monthly payments.
- Once the refinance was complete, I continued to send in payments on the 1st and 15th of each month to satisfy the amount due. I have been doing this since I began working with Mohela.
- The due date was changed when the loan was refinanced. Because I was making monthly payments in the same month they were due, I did not see this as a problem.
- I noticed an amount due that was growing even though I had been paying on time.
- I called Sofi/ Mohela in early July and they explained that since my bill had not been issued for the month yet ( billing occurred on the 3rd), the payments I was making on the first of the month did not count for that month's balance due.
- This was especially problematic because I often make my largest payment on the first.
- The month of July now required a $1,000+ payment.
- THIS DELINQUINCY WAS CAUSED BY THEIR OWN BILLING METHODS.
- On August 9th the account was reported delinquent to credit agencies, even though I sent the full amount due in and the payment had posted in my account before then, severely hurting my credit
- On August 20th the account was reported again as delinquent even though the account was still in good standing.
- I have not received a call back on this as promised and could not even be transferred to a supervisor today (9/16/2022).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:09/16/2022
Type:Service or Repair IssuesStatus: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.
Hello,
I have public student loans and recently applied for public service loan forgiveness (PSLF) in
July 2022 through the loan servicer MOHELA. I mailed my PSLF application form to MOHELA in July 2022 and learned from them 2 weeks later that they had lost it. I uploaded my PSLF form to their website through my account that day in early August 2022.
On checking the website recently on 9/9/2022 for an update on my application status, the document had disappeared from the 'received documents' section. I re-uploaded the PSLF
application on 9/9/2022. It again disappeared when I checked the 'received documents' page on 9/11/2022. I re-uploaded the PSLF application on 9/11/2022. The document disappeared from MOHELA's website again on 9/13/2022. I re-uploaded it then for the 3rd time. The document disappeared from MOHELA's website again on 9/15/2022. I re-uploaded it then for the 4th time. The document was gone yet again from MOHELA's website when I just logged in on 9/15/2022 evening. I re-uploaded the PSLF application for the 5th time just now.
This is becoming madness as my uploaded PSLF application has now disappeared 5 times and my mailed form was lost by MOHELA. This cannot continue. I need to be able to submit my PSLF application somehow to MOHELA and to have the form acknowledged and processed before the October 2022 deadline for this process. I have already sent MOHELA multiple messages and called multiple times with no reply or help provided.
Whether this fraud is accidental or intentional, it is significant and provides me with no access to a repayment option for my student loans that should be legally available to me. I am considering legal action in this case.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.
MOHELA is NOT a BBB Accredited Business.
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