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Student Loan Services

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Student Loan Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 10 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:06/25/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 called Aidvantage student loan company several times being misadviced and hung up on when I asked to speak with a supervisor. I have been polite and calm. I was told the supervisors are not in the office and then I was misadvised to fill out federal forms that lead me to a 25year loan forgiveness when I only had 10 payments left to pay on my student loans. I would like a supervisor to call me back and have my file reviewed.

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Refuse to honor refund of overpayment for governmentally insured actions. Won't divulge a phone number for contact and when repeatedly asked for a contact number, via chat, I was disconnected on multiple occasions. The actions are illegal, predatory, and arbitrary.

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am urgently requesting intervention due to Mohela's failure to process my Income-Driven Repayment (IDR) application in a timely manner. This delay is jeopardizing my ability to secure a home loan, as my student loan payment is inaccurately ***orted as $500 (due to HUD calculation rule of 0.5% of balance) instead of the correct $150 max due after IDR is processed. This disc***ancy is negatively impacting my debt-to-income ratio, which is critical for my mortgage underwriting process. Key concerns include:Lack of Timely Processing: Mohela has informed me that, as a Head of Household, my application may not be processed for up to a year, while applications for single individuals are prioritized.Inaccurate Credit Reporting: The delay is causing inflated student loan payments to be ***orted to credit agencies, which is penalizing my ability to qualify for a mortgage.Urgent Financial Risk: I stand to lose $2,500 in due diligence money and face housing insecurity if my application is not processed for May credit ***orting in advance of my loan closing date of June 18, 2025.I would like to highlight Mohela's broader issues, including lawsuits for mismanagement, delayed paperwork, failure to accurately ***ort to credit bureaus, and poor customer service to include call deflection schemes, all which I have personally experienced.For example, on 5/15/25 the call system ***orted a wait time of one minute and my call was answered almost immediately, however, the ***resentative put me on a very brief hold that according to the call system would last 1 hr and 40 mins. I was actually on hold for 3 hrs and 40 mins before reaching another ***resentative. I was told by that *** that he was unable to help remove my forbearance, process or expedite my IDR application, and that was no longer a way to even send me a letter that would accurately reflect my payment obligation. I was told only supervisors could help, but it could take 2 business days for a call back.

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      My loan servicer changed to ****** after the covid freeze. I requested to update my repayment plan from an IDR to standard. I was quoted a few weeksit took months to get a response, and I had to submit multiple times. I also set up auto pay. Then every two months I would get a past due notice. I set this up four times, each time missing a payment (assuming it had been paid) and then receiving a past due notice and having to pay two months at a time. I filed a complaint with the **** of education in both instances and have requested a new loan servicer. They confirmed that I had set up auto pay 4 times and advised to pay manually until it took effect, usually within 1-2 billing cycles. It had been over six months at this point. They did not address my request for a new loan servicer. I also submitted a complaint to Mohela and have not received a response. I will be disputing any negative reports to my credit for late/missed payments.

    • Initial Complaint

      Date:04/11/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 called Mohela on 12/3/2024 and spoke to an agent. My loans are currently in forbearance under my current payment plan and should not be accruing interest during this time. The interest rate should be 0%. My loan total was at $10,435.24 when it should be at around $10,000. When I spoke to the agent they informed me that the interest will eventually drop off and I will will not have any more interest accrue. Today (4/11/2025) I checked my account and my balance is $10,630.73. I called Mohela and waited for an agent for 30 minutes. The agent confirmed that I should not be accruing interest and that an "advanced" agent was needed and she transferred me. THE WAIT TIME WAS 5 HOURS. I need this taken care of immediately. Please someone help me.

    • Initial Complaint

      Date:10/29/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      This is a complaint against aidvantage student loans and their constant harassment of payments when a payment has already been made. Its an insane time right now too and stressful enough as it is to be getting bombarded with email after email after already making a payment. Its just harassment at this point and it needs to be stopped.

    • Initial Complaint

      Date:10/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 parent plus student loans and am working toward PSLF. ****** advised me to consolidate my loans to be eligible for forgiveness and one time adjustment which took me to 119 and that I needed to go on a *** repayment plan. On May 22 2024 they placed me on an Administrative forbearance on my original loans , and was told the forbearance would count toward my PSLF, on May 23 2024 I did a direct consolidation and was told it would take 30- 60 days. On July 24, ********************************************************************* review. I was put on a standard repayment plan that does not qualify for forgiveness and was told not to start repayments and was told to go on forbearance , now again in October 2024 they put me in it again and told me in January 2025 the other repayment plans will start again, that made no sense to me. I understand whats happening in the courts but my direct consolidation ICR plan should have been done before that happened. Student Aid told me Mohela should have put me in the correct repayment plan. I have been given incorrect information all along the way , anytime I called I got different information. I believe now Im beyond the ********************************************************************************My Mohela account number is ************. I would appreciate any help you can give me. Thank you for your time .

    • Initial Complaint

      Date:10/17/2024

      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.
      I made 2 student loan payments to ****** in Aug 2024 that have not posted to my account. I have provided all possible documentation to ****** and their representative reviewed my payment documentation submissions and stated she requested for my payments to be posted. The confirmation # for Mohelas internal communication to expedite this request is *******. This request was made on October 2, 2024. As of today, October 17, 2024 my payments have not posted. the amount is $1114.28. Mohela continues to show my account as past due.

    • Initial Complaint

      Date:10/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Loan is not accurate as EdFinancial indicates every month since April 2024 that my payment is past due even when I have activated autopay. I have called the company every single month since April to solve the issue and have to upload bank statements for them to clear it and this last month, even though I made the "past due" amount the payment was not reflected and the past due amount has more than doubled at this point. After investigating statements, they have not been applying my payments correctly. Have called multiple times and the staff never helps and no one has ever transferred me to a supervisor. Only one person was helpful through this journey, and didn't solve the situation. Refer to the document attached for a detailed timeline of events since April 2024 through September 2024.

    • Initial Complaint

      Date:09/04/2024

      Type:Order Issues
      Status:
      Unanswered
      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 am not liable for this debt with DIRECT LOANS, I do not have a contract with U S **** OF *********** they did not provide me with the original contract as i requested.

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