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 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

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:09/17/2022

  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.

  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 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 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 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.

  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.

• Initial Complaint

  Date:09/03/2022

  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.

  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:

  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.

  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:

  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 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:

  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.

  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:

  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.

  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:

  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.

  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.