Business Profile

Loans

MOHELA

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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

4,067 total complaints in the last 3 years.
1,373 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.

Initial Complaint
Date:03/24/2025
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 received a notification on my credit reporting that Mohela was charging me as past due for student loans. I first and foremost have NEVER had or requested student loans. I contacted Mohela and it took them days to find the supposed account linked to my name and social security number. Once they did, I started receiving letters from a loan that was given to someone NOT ME in October of 2021. Mind you this is late 2024 that I received the notification letters. I have since contacted and advised that this loan was not requested by me and that they provided a loan to someone under false pretenses, violating my rights and utilizing my personal information without obtaining adequate proof that the person requesting said funds was indeed me. I was told I needed to file a police report in the state the loan was given. I do NOT live in that state; they told me that until i filled I would be responsible for this bill. I am very upset as this is affecting my credit and ability to get a loan for something I actually need. Mohela has gotten away with providing loans to people without adequate period from the requestors this is a crime. When I call Mohela to get assistance they have long wait times 3 plus hours and no one calls back or assists.
Business Response
Date: 03/26/2025
MOHELA cannot verify or dispute the facts in the complaint as the information provided is not sufficient to locate an account.
Customer Answer
Date: 04/02/2025
Attached are the documents received. I didnt start receiving letters until October 2024. This loan was given to someone in 2021. This is NOT my loan and needs to be removed
Business Response
Date: 04/02/2025
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.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:03/24/2025
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 have been changed to Mohela for student loans. I have been filing for ****. I have certified many times and the mohela company keeps giving me different answers and they claim everything is good to go but I get more emails and letters saying there is issues. The amount of qualifying months constantly at changing but I have satisfied all the months need. Additionally, mohela refused to used government documents to give me credit for months paid and missing 3 additional months. *** is not required to hold taxes for more than 10 years. I am not required to hold a legal document for more than ****************************************************************** to confirm. I worked at ************************ of education. I had contacted Social Security, whichholds federal government records to show how much earnings you had made in the calendar year and it confirms the employer and how much you made. MOHELA refuses to use this as a legal document even though federal government and agencies will use this as a correct legal document in any other capacity. MOHELA told me that my 25 years of part-time work that I used to work at a nonprofit could be used as months paid and for ****. I had that documentation filled out for them and sent to them. They are not giving me credit for any of that time additionally and theyreclaiming that they never said that would be used or could be used.The most recent situation is, they said they could not read the documents that were sent for the *** so I re-faxed them and they said this starts this process all over Ive been trying for over a year now to get my loans forgiven. I need my loans forgiven at this time.Additionally, since MOHELA let government agency look at my private information this is a violation of my contract for which I signed up my loans for.
Business Response
Date: 03/25/2025
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: 03/26/2025
Complaint: 23107345

I have reviewed the business' response and am rejecting it because:

They do not address my issues but give me a blanket statement. I have given authority to discuss MY records to a 3rd party forum so their response is invalid.

Sincerely,

******* ****
Business Response
Date: 03/27/2025
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: 03/29/2025
Complaint: 23107345

I have reviewed the business' response and am rejecting it because:

Again you can see they send the same blanket statement and they have no regard for my complaint. I am confirming and would sign a full release agreement stating I will discuss my financial Information. This is just a way to circumvent having to come up with a full resolution.

Sincerely,

******* ****
Initial Complaint
Date:03/24/2025
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.
A student aid loan was set up for my son, ****** ******, with AidVantage via Mohela. Mohela keeps sending inaccurate invoices. After 2 months of trying to get in touch with Mohela - early morning, mid-day, late-day, evening - there has been no live person to answer their phone at ************. Additionally, their website, www..************** is no longer a valid website. We've also tried to log in to ******************************, but it is not valid. We are getting billed for charges that are inaccurate, and ****** ******** credit has been ruined. This must be a false business - as there is no way to reach anyone - while they continue to bill us, inaccurately - and report to the credit bureaus. Contact Info: Mohela ***************** *************************************
Business Response
Date: 03/25/2025
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.
Initial Complaint
Date:03/23/2025
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.
Cant get in contact with MOHELA.I received a letter from the ***** of Treasury on 12/13/24 confirming that they have determined my loan payment refund check that was stolen on 4/7/23 was forged. The letter states that $2,220.60 payable to me are being transferred to the *** which authorized the payment. It's been almost 2 months so I wanted to get an update on when I should be expecting those funds.
Business Response
Date: 03/24/2025
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.
Initial Complaint
Date:03/23/2025
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.
Ongoing interest has been accruing on my consolidated student loans managed by MOHELA. I believe this interest has accumulated improperly during a period when my loans were placed in forbearance due to processing delays or government policy changes beyond my control.Despite my compliance with federal directives and submission of my Income-Driven Repayment (IDR) application, MOHELA improperly allowed my loan balance to accrue interest during what should have been an interest-free period. The *************** of Education issued guidance confirming that forbearance periods triggered by IDR application processing delays should count toward forgiveness programs and must adhere to fair interest practices.20 U.S.C. 1083(e)(2) 34 CFR 685.205(b) Federal Register Notice (July 2023 IDR Adjustment Guidance) The *************** of Education confirmed that forbearance periods tied to IDR adjustments, forgiveness recalculations, or processing delays should count toward forgiveness milestones and not lead to improper interest accrual.
Business Response
Date: 03/25/2025
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: 03/25/2025
Complaint: 23104544

I have reviewed the business' response and am rejecting it because:
I have received no meaningful response, either electronically or otherwise. This lack of communication represents a breach of MOHELAs obligations as a federal loan servicer.
As a servicer of federally backed student loans, MOHELA is obligated under the Higher Education Act and relevant Department of Education regulations to provide prompt, accurate, and effective communication to borrowers which they continue to neglect.
Sincerely,

***** ******
Business Response
Date: 03/26/2025
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.
Initial Complaint
Date:03/22/2025
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.
Dispute of Student Loan Balances and Violations of Higher Education Laws I am writing to formally dispute the balances and handling of my student loan accounts managed by **********************. Below are the details of my accounts: ********************** Account ****** - Balance: $2,1444 MOHELA Account ****** - Balance: $2,440 MOHELA Account ****** - Balance: *$4,288 MOHELA Account ****** - Balance: $1,220 Upon review of my accounts, I have identified discrepancies that may constitute violations of both ************** state laws and federal statutes governing student loans and consumer rights. The following laws apply to this dispute:Violations of ************** Higher Education Laws 1. North Carolina General Statutes (****) as it pertains to student loan servicing practices and fair billing procedures.2. **** regarding transparency and disclosure requirements for loan servicers.3. **** ] outlining borrower rights in cases of account mismanagement.Federal Law Violations 1. Privacy Act of 1974 (5 U.S.C. 552a)- Protects individuals against unauthorized disclosure of personal records maintained by federal agencies.2. Family Educational Rights and Privacy Act (FERPA) (20 U.S.C. 1232g; 34 CFR Part 99) - Governs access to educational records and requires written consent for disclosure.3. Higher Education Act (HEA) [Specific **************** Specifies loan servicing obligations and borrower protections.Given these concerns, I request:- A full audit and detailed statement of my MOHELA loan accounts.- Immediate correction of any billing errors.- Written confirmation that my rights under federal and North Carolina law have not been violated.- A response within 30 days per the requirements of federal and state regulations.If I do not receive a satisfactory resolution, I will escalate this matter to the *************************************** and the *************** of Education.Please confirm receipt of this letter and provide a written response to my concerns at your convenience.
Business Response
Date: 03/25/2025
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.
Initial Complaint
Date:03/22/2025
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.
In November of 2023 I made a lump sum payment to Mohela of $3,966.51. This was supposed to put my account into paid ahead status until May of 2025. My account currently shows a past due amount of $139.29. My account should be showing as paid ahead. I have called and spoke with approximately 40 different people about this matter between December of 2023 and December of 2024. I have emailed customer support about the matter but it has not been addressed. The currently hold time to speak to a representative is over 4 hours. I have tried calling numerous time and waited over 4 hours and not had someone pick up the phone. It seems impossible to get in touch with someone who can help. Because my account shows as delinquent it is hurting my ability to purchase a home and causing me to be ineligible for employer benefits that could help me pay for these loans.
Business Response
Date: 03/24/2025
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: 03/26/2025
Complaint: 23103654

I have reviewed the business' response and am rejecting it because the promise to communicate proactively with me on this matter is not something this organization does and as of this writing has not attempted. I've been trying to get in touch with customer service and rectify this issue for over a year. Furthermore, trying to resolve this using written communication is untenable.
I'm currently making payments on this account that should be in a paid ahead status to avoid this negligent account maintenance from negatively reflecting my credit score. Additionally, these payments are not contributing towards credits for a public service loan forgiveness program that I should be enrolled in.
It is not reasonable that a customer can spend 4+ hours on hold multiple days a week in order to get in touch with an account representative.
Sincerely,

****** ******
Business Response
Date: 03/26/2025
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: 03/27/2025
Complaint: 23103654

I have reviewed the business' response and am rejecting it because this is a generic message Mohela sends to everyone who submits a complaint. As of this writing, they have not made any attempt to contact me nor do I think they will.
Mohela has one mode of operation for getting in touch with someone at that is to spend 4+ hours on hold. This is not a reasonable means for handling customer support. Please have ********************** schedule a time and date with me with a real person.

Sincerely,

****** ******
Customer Answer
Date: 03/28/2025
Hello,

What is the point of doing this if nothing is going to be resolved? Can a business just copy and paste a boiler plate answer with no intention of resolving a dispute and that suffices as "good faith"?

Best regards,
Joe
Business Response
Date: 03/28/2025
MOHELA has received this customers inquiry. Please be advised that ********************** has sent written correspondence on March 27, 2025, to 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: 03/29/2025
Complaint: 23103654

I have reviewed the business' response and am rejecting it because written correspondence is not a tenable means of communication to resolve the issue I'm having.

Sincerely,

****** ******
Business Response
Date: 03/31/2025
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.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:03/22/2025
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 have federal student loans with MOHELA. Communication is incredibly difficult with MOHELA. I am on an income based ***ayment plan with a $0 payment. I am getting monthly billing statements, but there is no record of my "payments" anywhere on MOHELA and Federal Student Aid has not updated my ************** Loan Forgiveness count since November 2024. I am sitting at 118/120 payments. I called MOHELA to ask why *** isn't getting information about payments and the customer service *** said they send them. I can get no movement on my payment count on the side of FSA because of MOHELA. I need MOHELA to update my payment information (I am not in forbearance, it shows ***ayment on my loans), so I can get my counts updated ASAP. This entire process has been ridiculous, to say the least. MOHELA is impossible to get in touch with. Messages sent eventually get responded to but are no help at all.
Business Response
Date: 03/24/2025
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: 03/27/2025
Complaint: 23103242

I have reviewed the business' response and am rejecting it because:
they have still not answered my question. I know PSLF is managed by ***. What I need is proof that my payments have been made AND notification had been made to *** of those payments. I also want to know the date FSA was notified by MOHELA of my payments being made.

Sincerely,

****** *****
Business Response
Date: 03/27/2025
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: 04/02/2025
Complaint: 23103242

I have reviewed the business' response and am rejecting it because:

Great, you responded again but still not fully to what I need. There is NOWHERE in my Mohela account that shows that my "payments" have been made each month due to the fact my payment is $0. So there is exactly no way to make sure these payments show as being made and information has been passed on to ***. *** says they have no information from Mohela. I literally cannot believe the complete incompetence of this system.

Sincerely,

****** *****
Initial Complaint
Date:03/22/2025
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 paid a significant amount of money for my parent plus loan on December 17, 2024 and have to get payment credit to the loan from them. It is almost April 2025. No response to me claim and for the evidence I provided to them proofing payment. Help
Business Response
Date: 03/24/2025
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: 03/25/2025
Complaint: 23101977

I have reviewed the business' response and am rejecting it because:
IT HAS BEEN OVER 90 DAYS NOW AND I EXPECT A FIRM RESPONSE WHY MY PAYMENT WAS NOT CREDITED TO MY ACCOUNT. THE AGENTS TOLD ME IT TAKES ***** DAYS FOR AN "INVESTIGATION" AND TIME IS NOT OVER. I PAID $1921 ON DECEMBER 17TH 2024 AND I EXPECT PAYMENT CONFIRMATION TO MY ACCOUNT. I HAVE PROVIDED PROOF POSITIVE PROOF I TRANSACTED THE PAYMENT VIA ***** ***** **** PAY. THEY HAVE YET TO PROVIDE TO ME ANY FORMAL LETTER RESPONSE FROM THEIR INVESTIGATION TEAM. THE SERVICE AND RESPONSE HAS BEEN NOT PROFESSIONAL.

Sincerely,

****** ******
************
****************************************
Business Response
Date: 03/26/2025
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: 03/27/2025
Complaint: 23101977

I have reviewed the business' response and am rejecting it because: Receiving "stock" response to my request for payment acknowledgement tells me that no one has taken my complaint seriously to assign an accounting person to the case. This is NOT how an established financial loan handling institution should be handling a customer complaint for payment verification. Again, I have NOT received a formal letter of communication, confirmation that my proof pf payment was received, or confirmation that this case will be resolved in a timely manner. Stock answers that it takes ***** days in online messages on your website (which expired this month) is no longer acceptable to me for any financial institution handling billions of dollars in Student Loan Debt for the Department of Education.

I ask again that my payment made on December 17th, 2024, for $1921.00 be acknowledged and my loan account credited with the transaction. I further take defense that interest charges continue to accrue on my incorrect loan balance which is making this issue worse day after day.

Sincerely,

****** ******
Customer Answer
Date: 04/15/2025
Dear BBB Representative,
I wanted to confirm that MOHELA has resolved my issue as of 4/11/25 and properly credited my account for a payment of $1921. I feel that it was your action that finally got MOHELA to respond and handle my claim. Thank you for the actions you took to help me clear this issue up.

Sincerely,

****** (****) ******
*********************************
**********
Initial Complaint
Date:03/21/2025
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.
MOHELA is not answering their phone calls and actively discouraging phone inquiries. I called them this morning about a past due amount on my loan that was supposed to be in forbearance. At first the automated system told me my wait time would be 2+ hours. However, once I went through the second phase of the automated system, (not even 5 minutes long), and once again insisted on holding the phone to talk to a person, the system gave me an updated wait time of 3+ hours. Im working from home today and decided to wait on hold. As of right now I have been on hold for 4 hours and 45 minutes with no answer. This is unconscionable and as soon as I can figure out a way to bring a class action lawsuit against them I will. You cannot render your company unavailable to the customers holding your debt and at the same time report the debt as derogatory against the debt holders credit. I will also register a complaint with the ************************************ (provided it still exists). Elections have consequences and this is one of several reasons ****** ***** should not have been elected president - if he was actually elected. Regardless, MOHELA should make themselves available for phone inquiries, many of us do not have problems that AI or the automated system can solve.
Business Response
Date: 03/25/2025
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.

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Business Response

Complaint statuses

Business Response

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Business Response

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Customer Answer

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Customer Answer

Business Response

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Business Response

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Business Response

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Business Response

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Customer Answer

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