Complaints

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:05/19/2025

  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 ****** stopped being my loan servicer, I was told that Education Loan Center would be a viable option to help me with my student loan forgiveness. I was transferred to ****** on August 23, 2034, Education Loan Center. ****** said he would be able to help me. Initially, the communication was great! However, I can no longer get ANYONE to call me back. I have left multiple messages with ******, and the main line, to no avail. I need to be apprised of the status of my account ASAP.

  

  Business Response

  Date: 05/26/2025

  I see this client is in the system however they have missed their recertification for this year. Our call logs show we have made 7 calls to the client in May to get them caught up. It shows the client has missed their payment and the servicing department has called another 5 times. Several letters from the **** of Education are showing to have been mailed. Clearly there is miscommunication going on but our service **** is available daily so getting a hold of no one is almost impossible. Please contact them during business hours. Complaining on a site like this for a service that is absolutely needed is unprofessional. Clients need these people in order for them to get help or could face major issues. Its hard to be in these programs. Be on their side not against them and make sure the responsibilities of the program are handled. Any missing documents, information, payments is the responsibility of the client and missing any of them has nothing to do with communicating with a servicer. 

• Initial Complaint

  Date:11/12/2024

  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.

  On July 3rd, 2024, I called my student loan provider (******) and spoke with a representative.I asked the representative about beginning payments for my student loans as I had just graduated that May. I was transferred to ****** *****. He informed me that he was a Education Loan Center representative. We spoke about getting me enrolled into a repayment plan (The *** Plan) that would require two months payment in advance and delay my repayment process that he said would begin in November. He said I could get help regarding my student debt forgiveness options. He informed me that I could make the first payment right then over the phone. I made one payment of $499 that was processed and taken from my bank account two days later on July 5th. I was asked over the phone for my email and was instructed to fill out the documents he sent me and scan the paperwork and send it back. I did so and received an email a few minutes later saying This is perfect, thank you. This was the first and last time I have spoken with him or any other Education Loan Center representative. I had tried calling the number he provided me with that is also attached to the emails he sent me and never received a response. I left voicemails and have not gotten a call back even though his voicemail states he will respond on Thursdays and Fridays. I have since checked my ****** account and it shows no payments have been made. I was also informed that my first payment would not be required until January. After calling Mohela I have been informed that these kinds of third party sites do this to students often. Any assistance would be greatly appreciated. Thank you.

  

  Business Response

  Date: 11/18/2024

   There is confusion. The client contacted their servicer, Mohela, which is a third party to the **** of *** Their job is to collect payments and they make money off the fee's for servicing. The client was transferred for wanting to get into one of the gov't programs. This is common. We are recommended for a reason. If they were not wanting to arrange a program then asking to not be transferred would have been the option. This person's loans are in grace ******* no payments will be showing. Then there is the gov't hold extending the time where payments will not show. ****** has it to start in Jan but can extend. The President's forgiveness programs have been well documented this year for student loans. When a client enters a program they have to design the agreement. Not up to us. This client set the perimeters as you see in the call recording or signed forms. Clients can opt out. ****** prefers they do that since they stop making profit when a client enters a ******** Once canceled ****** will make money off loans for an avg of 30 yrs. Most pay back over double what was borrowed. Not many  disqualify as they would rather opt into a program to potentially some of the loans forgiven. The recent elections were heavily based on people wanting help on their loans. Seems the confusion is leading to the client withdrawing from the ******** We can start this process. Once complete that is it. Again not an option seen often. As far as contacting any of our ****** the systems do not show any contact from the client. However many messages to the client can be seen on the report. The call report, call recording, email, and contract will show everything was done how it was set up by the client. We only let them know the options and whichever they choose is what we set up. If a client does not want options they should not get recommended to us or decline to accept a **** of Ed ******** This file is marked and we will submit formal documents. They might receive a bill from ******.

  Customer Answer

  Date: 11/22/2024

   
  I am rejecting this response because:
  I did attempt to contact the person who initially helped me over the phone. If there is confusion it is on the part of Education Loan Center and Mohela since I am not registered for a payment plan. I would like to know exactly what service I paid for? 

  

  Business Response

  Date: 11/26/2024

  This client will not have a payment plan until January. That is mandatory from the US Department of Education. The government controls their issued loans. They released notices in July stating what will happen to borrowers loans.We do not. ****** does not. The loans were borrowed from the federal government. The system shows almost an hour phone call going over the program entered which would put this borrower in the governments forgiveness program. Those programs will potentially forgive some or all of the loans and in the mean time put the payments at $0 per month. If a client is not in that program they will continue on their full interest ***** year loan depending on the type of loans originally borrowed. As an example if a person owes $20K in loans the payback on average comes to $45K over the long term. The complaint against the program entered for the loans is going to be extremely costly compared to staying. It does not effect us or Mohela on which program is chosen. We apply for whichever plan the loan borrower chooses. The government is losing too much money clearing peoples student debts and under the new President we are being told will mostly get discontinue the programs. Anyone not entered after that time will be unable to be in any program. Its not often someone lets go of an approval that many cannot get and opts to pay back the full amount. Most of these cases people regret withdrawing after learning the extreme benefits verse the standard pay back plan. Again this has no effect on us for which route a person chooses. In this case the request to cancel the program and move forward on the full term loan was submitted.

• Initial Complaint

  Date:03/28/2024

  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.

  On December 20,2023, I called my student loan provider (mohela) and spoken with a representative.I asked the representative "If there was anyone I could speak to in regards to helping me to get my loan forgiven or the payments reduced. She transfered me to a ***************************. He informed me that he was a Senior Processor with ELC (Education Loan Center) located at ****************************************************************************** (that was the address shown on the email that he sent to me). During our ongoing converstations he indicated that he could help me get my student debt forgiven. My first payment was $233 to get started thereafter there was $233.00 automatically withdrawn for my checking account for the next three months (total paid was $932.00). In December through February he would communicate with me reguarly, regarding the status. He asked if I had received any paperwork from Mohela(which I had) and to email it to him. I scanned and attached the paperwork and sent it v-email to him on 2/30/24. He mailed me back on 2/6/2024. in the email he said" My paperwork was being processed. The last time I spoke with him was about the second week in February. Also, he informed me that during this process I should not continue making payments on my student loan until I heard back from him. I have given him my money, my student loan has not been forgiven and I am still receiving emails from ****** showing that I have payments dure and he is no longer returning my calls, text or emails.P.S. I did record all of our phone call conversations (if needed)Also, this is another address found on the paperwork I received: Education Loan Center, *****************************************************************. Any assistance that you may be to render would be greatly appreciated. Thank you

  

  Business Response

  Date: 04/05/2024

  We have spoken to the client and it was a miscommunication. The application being processed was put into a pending status, Mohela is no longer allowed to process the applications, and she is now waiting for her completion letter. Whenever a client is transferred to us for help with their loans, oftentimes the process can take more than 6 months to complete, sometimes a year. Her file is in good status and standing, and there are no payments due at this time. See the attached letter with her file status