Reviews

This profile includes reviews 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

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  MOHELA

  PO Box 105347 Atlanta, GA 30348-5347

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  MOHELA

  PO Box 91388 Raleigh, NC 27675-1388

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  MOHELA

  PO Box 90639 Raleigh, NC 27675-0639

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  MOHELA

  PO Box 105540 Atlanta, GA 30348-5540

Review Details

• Review fromJesse P

  Date: 02/10/2023

  1 star

  Jesse P

  Date: 02/10/2023

  Oh if I could give 0/5 stars that would still be too generous! Getting the run around. My ECR documents just sitting in limbo for months now. Not even the payments match on my 2 DL consolidated loans! At least FedLoan was more responsive and tried to resolve issues. MOHELA's reps seem clueless at best! I have years not yet qualified for PSLF and I'm wondering if I'm now gong to have to wait years more to see if/when I get my DL loans fully forgiven. Frustrating doesn't even begin to describe this fiasco!

  MOHELA

  Date: 03/09/2023

  Hello *****, 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, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.

• Review fromMary S

  Date: 02/10/2023

  1 star

  Mary S

  Date: 02/10/2023

  Hello, My PSLF application was submitted in 08/2021 and processed. There has been no updates to my account as of 02/09/23. I have no idea how many months have been counted and I am hitting my ten years in March. I would like to give my employer adequate amount of time before my departure. How do I receive any updates to my account. I have called several times and received no new information.

  MOHELA

  Date: 03/09/2023

  Hello ****, 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, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.

• Review fromStewart J

  Date: 02/06/2023

  1 star

  Stewart J

  Date: 02/06/2023

  So much worse than ******* and Nelnet. I hate I was transferred to them. I was told my loans were in the process of being discharged, then the loans zeroed out, to be replaced by a 6 figure amount again. My pslf counts went from 113 to 0. I was told that it will take 60 to 90 days to complete. That was in October 2022. I was told the same thing for the following months through present day. They don't give good information, nor do they respond to emails with answers to what was asked. They give generic answers. I even received an answer that said you already called and I'll assume that you reached resolution. I did not reach resolution.

  MOHELA

  Date: 03/10/2023

  Hello *******, Thank you for contacting MOHELA. We would be happy to assist with your concerns. Please contact our Customer Advocacy Team by phone at ************, in writing at ******************************************************************, or by logging in to MOHELA.com, to request further assistance with this matter.

• Review fromAmanda G

  Date: 02/04/2023

  1 star

  Amanda G

  Date: 02/04/2023

  It has been several days since January 31, and I have yet to receive a ****-E form that I am owed--business are expected to have these forms ready by the 31st. I cannot file my taxes without this form. Unless I feel like staying on the phone for several hours, there is no way to contact MOHELA regarding this. There has been no email to loan holders regarding the delay on ****s or any communication. This is a problem--what's going on with MOHELA right now?

  MOHELA

  Date: 02/06/2023

  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 diligently to address all their concerns to the best of our ability. We encourage consumers to visit https://www.ed.gov/ 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.

• Review fromBryan H

  Date: 01/31/2023

  1 star

  Bryan H

  Date: 01/31/2023

  Processing of documents that are uploaded digitally should never take 90 days or as I was told by the non-helpful customer service agent, "90 business days". When they take off every holiday and are closed on weekends it seems that stretches it impossibly long. A document uploaded in October is not even going to be finished processing until March. Borrowers need timely information so they can make financial decisions, this company has simply bit off more than it can chew.

  MOHELA

  Date: 03/09/2023

  Hello *****, 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, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.

• Review fromDavid W

  Date: 01/30/2023

  1 star

  David W

  Date: 01/30/2023

  Since the change from ************ Higher Education ***************** (PHEAA) for the **** program, to Mohela the level of communication and service is non-existent. I currently work for a 4-year public university and was asked to certify my employer in August, 2022 and again in November 2022 by Mohela. After submitting both, I am still waiting for confirmation from Mohela that my employer is certified to be applied to my **** payment tracking account. Even my university HR team has been confused by the lack of guidance Mohela has provided to them regarding the **** program requirements as many of my other faculty colleagues are also part of the **** program. Even when trying to contact Mohela for assistance we are informed to contact them via their ************** Loan Forgiveness:************ (Toll Free) number. When the call is answered, we are informed due to high call volumes our wait time is 87 minutes. If you wait the entire time, you call is immediately disconnected with no callback option. This is the worst level of customer service I have ever experienced which includes my years on the military. I do hope the ***** Administration and the Department of Education make some sweeping organizational changes prior to the the end of my 10-year payment period to this agency and how they service and support institutions and more importantly student borrowers.

  MOHELA

  Date: 03/09/2023

  Hello ****, 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, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.

• Review fromAaron C

  Date: 01/27/2023

  1 star

  Aaron C

  Date: 01/27/2023

  So I submit a year recertification application for the PSLF program I'm in. I'm pretty close to completing 10 years of loan payments so I was definitely curious as to what the new number was going to be, especially after the cares act has been implemented. I submitted my application early September and a couple weeks later receive a letter saying that their is a processing delay. As I sure some people are aware now, Mohela was telling everyone to give them up to 90 business days from the time paperwork was submitted. Ok, cool. Called end of December just to check on the status of my form as well as when the 90 period would be. Was told to check back mid January. I called mid January. I was told to check towards the end of January. Today is January 27th and I am currently on the phone with Ms. ******** who is now telling me that part of the form where the signature is was cut off and because of that, the form was never processed. Because of that i will need to submit a new form in which the process will take ANOTHER 90 DAYS. I trying to get in contact with a manager. currently I have been on the phone for an hour an 12 minutes. I feel powerless in trying to rectify this issue and it feels like their is nothing I can do.

  MOHELA

  Date: 01/28/2023

  Hello *******************. Our company has experienced challenges in the sudden increase of accounts as well as a tremendous increase in call volume. We value each and every consumer we service and will continue to work diligently 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.

• Review fromElisabeth G

  Date: 01/23/2023

  2 stars

  Elisabeth G

  Date: 01/23/2023

  Called MOHELA 1/17/2022, I had questions concerning my account. ******** proceeded to tell me I did not complete consolidation paperwork when I could clearly see it. I asked to speak to a supervisor and she sent me bak into the cue where I sat on hold for 1 hour without speaking to a supervisor. On 1/23/23 I called AGAIN, spoke with ********. Her customer service was impeccable, she tried to assist me, she waited until a supervisor was available HOWEVER, when the supervisor was available, she explained she could not stay on the line during the call and asked if she could transfer. I said yes, BUT THERE WAS NO SUPERVISOR ON THE CALL AND I HAVE BEEN WAITING FOR OVER 45 MINS!!! (on hold while writing this review) I need to speak to someone immediately about changes that have taken place on my account prior to my consolidation paperwork taking place. I also need them to listen to both calls prior to contacting me.

  MOHELA

  Date: 03/09/2023

  Hello *********, 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, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.

• Review fromJoe r

  Date: 01/23/2023

  1 star

  Joe r

  Date: 01/23/2023

  The ************* has sent roughly ****** dollars to them in November of 2022 and they have not applied it to my account. I have contacted them multiple times and have seen nothing done about it.

  MOHELA

  Date: 03/09/2023

  Hello ***, Thank you for contacting MOHELA for Meritize. This matter has been referred to our Customer Advocacy Team. We will contact you within the next several business days. In the meantime, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.

• Review fromTracy K.

  Date: 01/21/2023

  1 star

  Tracy K.

  Date: 01/21/2023

  First they never received my application fax (i.e. conf. of receipt), but thankfully, I mailed it too. Then, I call and call only to talk to someone over at Fed. Aid who tells me that my loans have to be on a certain repayment plan to qualify for PSLF. Would have never known this had I not stumbled on the info by pure luck.Mohela (MONTHS later), sends me a letter saying I didn't get a start date on my application. I had filled out May of **** but they wanted the day as well. So, my employer faxes verification to them, receives a confirmation page, and I SEND A FOLLOW UP MESSAGE to make sure they rec'd it. They wrote back that a student loan counselor would call me when a simple YES or NO would do). No counselor ever called me.Called tonight & the rep said THEY NEVER RECEIVED my fax! This is now the THIRD time no one received my faxes. So, the application I submitted 6 MONTHS AGO was denied even though I did everything they asked per their instructions. She asked me to fax it again. Um, no says previous experiences.I go to upload a my employer letter but their site gives me an error "Back button or bookmark actions may not be used to access this page. Please return to the Account Summary page and restart your activity."WHAT?? I go to my acct. summary page and basically click in circles bc WTH does that error message even mean? I decide to screenshot the letter, attach it to their secure message option on their site, but wouldn't allow me to do either. Rep put me on hold for 1/2 hr looking for corp phone number. WTF? I found another address on ******* likely imaginary. I sent an email that way and attached the photo of my employer letter. Additionally, now that my loan has been transferred to Mohela, you'd think I'd be able to see my detailed loan info like I did at Fed. Aid...but, nope. I get some equally obscure message that says..."Detailed Loan Information:Due to the status of your acct., limited information may be available on our website." NUTS.

  MOHELA

  Date: 03/08/2023

  Hello *****,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, you are welcome to contact ** at our *************************** by phone at ************, in writing at ******************************************************************, or by logging into your web account to request further assistance with this matter.