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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:09/03/2022

      Type:Billing 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.
      All federal student loan payments during the ***** payment pause may be refunded at my request due to the CARES Act. I called in and was able to speak with a representative at MOHELA only one time. All other times, MOHELA has disconnected my call, including after waiting 60 minutes on hold. MOHELA, nor my original loan servicer, Myfedloan, have responded to my written requests requesting confirmation that this process is going through. MOHELA also told me on the phone, the one time I connected, that they could not see any payments I ever made to the loan, let alone the ones during the payment pause. No final amount was given to me and no further info could be given to me. As this is now time sensitive, due to student loan forgiveness, I am requesting help from outside MOHELA. I have attached proof that I have tried contacting them and that they will not respond or take my call. MOHELA account: ********** Please refund the ~$1400 owed to me under the CARES Act. Please respond that this request has been started and confirm the total amount I am owed.

      Business Response

      Date: 09/13/2022

      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: 09/19/2022

      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:09/02/2022

      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.
      You need to set up a proper submission system for the **** program either online or through PROPER tracking of receipts of paperwork. Not hard to do! Simply log your faxes and send a receipt confirmation to the person who sent it! You are not at all equipped to handle this and with all of the people relying on you it is simply egregrious that you do not keep track of your fax receipts before putting them in your "system". Asking me to resend a fax I sent you over 2 months ago and/or mail again is just so tone deaf! No excuses for bad operations management! You need another avenue for submission that works and tracks people's applications appropriately. Unacceptable!!! You are going to screw over a lot of people due to your ineptness!!! Get your stuff together!!! You should have expected high volume and planned accordingly! Track fax receipts not just when entered into your system!

      Business Response

      Date: 09/08/2022

      Hello Heather, 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, please contact our Customer Advocacy Team by phone at ************, in writing at *** ****** ****** ************ *** *****.

    • Initial Complaint

      Date:08/31/2022

      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 tried calling to obtain an updated account of being enrolled as a student at the ******** ******* this Fall Semester of 2022 but no one was willing to work from home at your office to do what they are paid to complete . This is ridiculous that you have employees that are not even made to work and assist students ! They need to go back to work !

      Business Response

      Date: 09/13/2022

      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:08/30/2022

      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.
      Spoke with Buisness in the past few months in MULTIPLE occasions, everything requested has been submitted however denied. I did not open this loan, it was fraud, all the bureaus were notified and a fraud alert has been placed and they have been frozen, a police report has been filed and submitted, completed their fraud application, sent in the signature verifications requested (what we have). Everything is fine by electronic signature these days so actual signatures aren’t common. Sent everything they asked but it’s not getting handled

      Business Response

      Date: 09/13/2022

      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:08/29/2022

      Type:Billing 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.
      Mohela, isn't being responsible. After I asked mohela to discharge instead I receive email, asking me to make payments. This is unacceptable way to student. Please do something. Im not supposed to be in repayment.

      Business Response

      Date: 09/13/2022

      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: 09/13/2022

      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:08/24/2022

      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.
      When I try calling after being on hold for over 45 minutes, they hang up the phone on me when it appears they don't know the answer to questions.

      Business Response

      Date: 08/27/2022

      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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