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

4,115 total complaints in the last 3 years.
1,404 complaints closed in the last 12 months.

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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:10/14/2023
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 received a notice yesterday Oct 13 from it that it has placed my loans in forebearance even though I have paid all monthly loan payments on time. I never asked for this and they don’t answer calls and don’t answer messages. It also still has not certified my employment for PSLF fr months ago. I have had school loans for years and this company is by far the absolute worst I have ever tried to deal with.
Customer Answer
Date: 10/16/2023
I'd like them to take my account out of forbearance, since I have paid my payment on time and have never paid late.
Business Response
Date: 10/20/2023
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:10/13/2023
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.
My student loans were transferred to Mohela a while ago. The correspondence I’ve received about my payments and my progress towards receiving Public Service Loan Forgiveness (PSLF) has been really inaccurate and unreliable. Most recently, my account was placed in administrative forbearance without my permission or request, making it such that the next payments would be automatically paused and thus would not count towards my PSLF totals. The total count towards PSLF listed on my account has also been incorrect since the waiver came out, and all attempts to get it corrected have failed. I called about the administrative forbearance and after multiple days of trying to reach someone, was finally able to get through to them. They told me that they would remove the forbearance immediately and that the auto draft payments would resume on 10/9/23. But that did not happen. No payments have been withdrawn from my account, and it’s still listed as being in administrative forbearance on my Mohela profile. This means every month I spend working in a low paying government job trying to earn loan forgiveness is not counting until they correct this mistake.
Business Response
Date: 10/24/2023
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: 06/11/2024
MOHELA has mishandled my PSLF loan servicing for months, including not applying payments to ************** counts despite telling me over the phone that they were approved, and most recently placing my account into administrative forbearance for the 2nd time without my approval, which adds another month that I cannot pay and thus cannot have my time working in a low paying government job count towards my loan forgiveness totals.
Business Response
Date: 06/11/2024
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:10/13/2023
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.
When repaying a loan, I overpaid on the payment for the month of September, due on October 3rd. The minimum required was approximately $280, I paid $400, Once the payment was submitted, it was indicated to me that the payment was split approximately 200 into the principle and 200 into interest. Then a few days later this changed to $79 into the principle and $320 into interest, without informing me and without any documentation that shows this change. When confronted about this, they stated that all payments go into interest first and then to the principle, including overpayments, which is to the best of my knowledge against the law in CT. I was directly told over the phone that I would have to send them a letter or a fax detailing a request as to how my overpayment would be handled and that it would not apply to the payment in question, only to future payments.
Business Response
Date: 10/20/2023
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: 10/29/2023
Complaint: ********

I am rejecting this response because:

As detailed in the initial complaint, Direct contact with the business was met with avoidance of answering the question and a strict refusal to comply with law unless I go through a number of hoops myself first. After having done so, the situation has not been changed in any meaningful way and receiving a response that amounts to "We'll talk to them directly" when said action was already taken and led to the complaint in question is simply not acceptable.

Sincerely,

****** *****
Business Response
Date: 11/01/2023
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: 11/02/2023
Complaint: ********

I am rejecting this response because:

This is a one to one copy-paste of the previously rejected response and as such will be rejected for the same reason as provided in the previous rejection.

Sincerely,

****** *****
Business Response
Date: 11/03/2023
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:10/13/2023
Type:Service or Repair 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 have been waiting for full forgiveness of my student loans since I submitted my **** form to Mohela on January 6, 2023. My employment was certified in time for the October 31, 2022 deadline for the **** waiver, and I successfully consolidated to a direct federal student loan with Mohela by November 30, 2022. For several months now, my payment count has stalled, reflecting that I have made 101 out of 120 qualifying payments - with only 19 to go. Meanwhile, the actual payments I've made have far surpassed the amount needed for forgiveness. My payment history does not go further back than June 2014, even though I have been repaying these student loans since before the start of the waiver period (2007). Because Mohela has not processed these remaining 19 qualifying payments, despite at least five phone calls to customer service requesting action, I now have student loan payments restarting in less than two weeks (first payment due 10-25-23). Please get Mohela to process the remaining qualifying payments in my tracker so I can receive full loan forgiveness.
Customer Answer
Date: 10/16/2023
Attached is the completed third-party authorization form. Please let me know if you need anything else.
Business Response
Date: 10/20/2023
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. 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: 10/23/2023
Complaint: 20733468

I am rejecting this response because:
There is no commitment to respond to me in a timely manner. I have called customer service multiple times over many months. On at least one of these calls I was told I would receive a response from the company, and I never did.
I will be happy to accept the response and close out the case AFTER I have received a satisfactory response from the company. My payment tracker has been stalled since May or June. That's far too long - I am 9 payments away from total forgiveness, and I just authorized a repayment that will now need to be refunded.
Sincerely,

*****************
Business Response
Date: 10/23/2023
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. 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: 10/24/2023
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, provided that Mohela contacts me as promised within three weeks. If not, I will submit a new complaint, noting I did not receive the promised response.
Sincerely,

*****************
Initial Complaint
Date:10/13/2023
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.
Formal Complaint Against MOHELA for Failure to Honor Public Service Loan Forgiveness (PSLF) Program

To Whom It May Concern,

I am submitting this formal complaint against the Missouri Higher ********* Loan Authority (MOHELA) for their refusal to honor the mandates of the Public Service Loan Forgiveness (PSLF) program, as per federal regulations. Despite having satisfied all qualifying criteria prescribed by the ********** of *********, including full-time employment in a public service job, being under a qualifying repayment plan, and successfully making 120 on-time payments without default, I find myself mired in administrative complications that prevent the forgiveness of my loans.

Chronological Overview of Events:

Initiated loan repayment plan in August 2012.
Successfully completed 120 qualifying payments by August 2022.
Submitted PSLF application on July 31, 2023, along with previous unsuccessful attempts.
Application still pending as of October 13, 2023.
Attempts to Resolve the Issue:

I have proactively sought resolution by contacting MOHELA’s customer service on multiple occasions. In each instance, the information relayed to me has been both vague and inconsistent, adding unnecessary complexity to what should be a straightforward process. Despite producing all required documents to verify my eligibility, my application remains inexplicably unprocessed.

Violation of Federal Regulations:

MOHELA's inaction constitutes not merely an administrative oversight but a direct violation of Title 34, Section 685 of the Code of Federal Regulations, which governs the PSLF program. This is a breach of trust and commitment to borrowers like myself who have dedicated their careers to public service.

I urge the Better Business Bureau to rigorously investigate MOHELA's business conduct concerning the PSLF program and ensure that they adhere to federal guidelines. I further request immediate remedial action, including but not limited to, the prompt processing of my loan forgiveness application as mandated by the PSLF program.

I am willing to provide additional documentation or partake in testimonial procedures if required. I anticipate a swift and just resolution to this grievous matter.
Business Response
Date: 10/24/2023
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: 10/25/2023
Complaint: ********

I am rejecting this response because:

They have not reviewed my request or contacted me.
Business Response
Date: 10/25/2023
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: 10/29/2023
Complaint: ********

I am disappointed with the length of time it has taken to resolve this issue.

Sincerely,

*** ******
Business Response
Date: 11/03/2023
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:10/13/2023
Type:Order 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.
Last October (2022), we applied for the public service loan forgiveness program (under the Limited **** Waiver Opportunity). As part of that process, we consolidated three FFEL loans so they would be eligible for the **** program. Following the consolidation, those loans were moved from our former loan servicer to Mohela. In our **** application, we listed 14 additional loans--comprising the majority of our student loan amount. They are all federal direct loans and are, thus, eligible for the program with no need for consolidation. When Mohela processed our application, however, they mistakenly only considered the consolidated loans. We waited for several months for all loans to be transferred, but they never were. As such, I contacted Mohela in late spring, and their representative indicated there had been an error and that they would procure the other loans because they are eligible for the **** program. She noted that process would take ***** days. It has been well over that period, so I contacted Mohela again last week. They informed me that they were unsure of the reason for the delay and to contact an agency called Aidvantage, which I subsequently did. The Aidvantage representative informed me, however, that they have nothing to do with these loans because they aren't undergoing consolidation. (Aidvantage apparently does the consolidations for Mohela.) They instructed me to call Mohela back and ask them to procure the loans directly. I have since called back on multiple occasions, sometimes waiting upwards of 2+ hours to speak with a representative, only to have them disconnect the call. I believe they are doing this on purpose. It has now been a YEAR since we applied for ****, and there is no progress in sight. We are entitled by law to participate in this program and need our loans transferred from our current loan service provider (Nelnet) to Mohela ASAP. This time delay, along with no recourse to get the problem resolved, is unacceptable and illegal.
Customer Answer
Date: 10/16/2023
Attached find the requested document. Please let me know if you need an ink signature rather than an electronic signature. (If so, I'll print it, sign it, scan it, and then return it.) Also let me know if I need to be sending this to Mohela as well. I really appreciate your help!
Customer Answer
Date: 10/19/2023
10/19/2023

To Whom It May ******************** an update on our situation and original complaint: I was able to speak with a representative at Mohela on October 17. The call was (finally) not dropped, thankfully, because the hold time was again 2+ hours. The representative was fairly helpful. She noted that the supervisory team put in a manual request to have my loans transferred from Nelnet to Mohela back on June 30. She acknowledged that these loans should have transferred by now. She reportedly consulted with a supervisor who put in a new manual request to have the loans transferred. She indicated, however, that there is nothing they can do to expedite the process and it could take another 90 days.

The representative did offer some helpful feedback about why it may be to our advantage to consolidate all of our loans, even though they are already federal direct loans, and qualify for the public service loan forgiveness (****) program. She provided some information on the payment count adjustment program and why it may benefit us. She also noted that consolidating all loans would move them from Nelnet to Mohela independent of the supervisory manual request, thought he consolidation may take some time. We are investigating/considering whether to move forward with this consolidation.

The representative also acknowledged that an error had been made with the couple of loans that Mohela has procured (mentioned in my original complaint), in that they did not apply some of my months of public service from previous jobs. She indicated that she will correct that.

In sum, I am still dissatisfied with how long it is taking to move our loans from our current service provider, Nelnet, to Mohela for consideration under the **** program. Again, it has been a full year since we first applied. Asking me to wait yet another 90 days is unacceptable. And I worry about Mohelas ability to accurately apply the number of qualifying **** payments made given the error mentioned in the previous paragraph. Finally, Mohelas wait time for calls and frequently dropping callswhether intentional or unintentionalis unacceptable. But I am feeling more hopeful after this most recent conversation and am hoping to see some progress soon.

Thank you for your time and consideration.

Sincerely,
*************************
Business Response
Date: 10/20/2023
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. 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: 10/24/2023
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:10/13/2023
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 knew that I was not going to be able to make my first payment of $554 on October 7 due to financial constraints from helping my brother through his substance abuse addiction, so that he would not end up on the streets. I wrote MOHELA a message on September 16, 2023 requesting a due date of November 7th in lieu of the October 7th due date. I never received a response. I then called on September 27, 2023 to follow up. I explained my situation to the representative and she stated that she would put in a request for a due date change and then I would get a decision in 3 to 5 business days. She then prompted me to complete the application to reduce my monthly payment, which I did. October 7, 2023 comes around and now my account is overdue. I stayed on the phone for 2.5 hours on October 10, 2023 to attempt to speak with someone with no luck. I called at 7am on October 12, 2023 and was told by a representative that my request for a due date change was never even submitted, and the other rep didn’t even put it in the transcript from our encounter. She also then told me that it could take up to three billing cycles for the due date change, which was incorrectly relayed to me by the first rep that it would be 3-5 business days. I want answers as to why my request was never submitted, that was the only reason I specifically called for! And also how your representatives are giving out false information.
Business Response
Date: 10/24/2023
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:10/12/2023
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.
Public loan forgiveness process I started a year ago. They lost what I sent or didn't put it together into the system. The fax says it was received. They take over 1 hour to answer if they do. I called three days this week again, 3 hours of my time with no results. They put you on hold then disconnect you if you get through as they do not know the answer to your questions as to why they cannot put your information into the system, that just happened today.
You call to see they have information
after you fax it, yes they do, yet they do not enter it and you get a form with it missing. Now you need to pay because they are not doing their jobs.
Who oversees this agency needs to figure out why this is occuring. People have jobs and a life. Inow need to pursue another option as the public servant option they only have 2 years of records seems odd and ate misding 2 employers after calling and wasting hous of time on this
Customer Answer
Date: 10/12/2023
I have sent my employer ein forms in and w2 info. They still are missing 2 schools history in my account. Why they confirmed when i called that they received the info i had to call as they said they hadnt received info after faxes showed they went through.
I have paid the shoe only 2 years of payments.

I call wait over an hour did this three times this week no one answers. Today they answered were a new employee had no idea what to do put me on jold disconnected me.

You cannot get answers from them for public service relief that i started a year ago cumbersome time consuming.
I am going to try disability relief and see if its a different department. This is unreal.
Business Response
Date: 10/16/2023
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: 10/18/2023
Complaint: ********

I am rejecting this response because:

In one week alone here is my experience........

I have sat on hold for over an hour to be hung up on after being connected to an agent of mohelia who cant assist as shes new and doesnt call back when she knows she hung up on you.
I have called three other times for three more hours to have no one answer.
I tried another line its automated as well no real people.
There has to be a way or company that oversees this process that does not work.
Istarted this process a year ago. Ihave spent over 20 hours on the phone for it to get me no where.
Ijust got a welcome letter after Igot a bill, reverse order. Itell you its messed up.

Sincerely,

**** *****
Business Response
Date: 10/19/2023
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:10/12/2023
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 filed an application for an IDR repayment plan (SAVE plan) in August 2023. MOHELA received it on 8/30/2023. The application has not yet been processed. My account should be in forbearance while they process this application however I am getting billed as of 10/1/2023. Attempts to contact MOHELA via email or phone have been unsuccessful. Emails (via their internal contact system) are not responded to and phone calls are consistently dropped about 50 seconds into the conversation after waiting hours on hold.
Business Response
Date: 10/20/2023
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:10/11/2023
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 the most incompetent company I have dealt with. I am eligible for PSLF and submitted my documentation the day that they posted my August payment (8/21/23) and was told it would take 45 days to process. As I got closer to the deadline, I called them on 9/25/23 as my loan was still not in forbearance, after I had requested it put into forbearance. The individual I spoke with ensured me it would be in forbearance by 10/6/23 and I would be good for me first payment that was suppose to go through 10/12/23 being $0. On 10/10/23 when my forbearance had still not been taken care of, I called and sat on hold for 3 hours for them to just hang up the call. I called back the next morning and waited 6 hours for a call back, then was on hold for 3 hours waiting to speak with a supervisor who was extremely rude and disrespectful. Amanda truly needs to be fired- I have no idea why someone would promote her to supervisor, as she clearly acts like a robot and is extremely rude and unkind to customers. My application was now saying that it was processed; however, it is still showing that none of the employment verification has been updated. It is saying 111 payment, when I am at 120. I asked for something in writing showing that it had been processed, since it clearly wasn’t been shown as processed and she refused. I also asked for proof that my loan was in forbearance and she once again refused to provide that. Mohela took my bank information from FedLoan Servicing and put my account into auto debit without my consent. I told her that she needed to adjust my account into forbearance so that I was not charged the next day and she did nothing. It is illegal to put someone in auto debit without consent and mohela did just that. They have absolutely nothing from me in writing consenting to them debiting my account, yet they are stealing my money.
Business Response
Date: 10/16/2023
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: 10/18/2023
Complaint: ********

I am rejecting this response because:

The company states they will reach out, but they have not reached out. As my complaint as included, they are not doing anything in a timely fashion, including forcing me to be on hold for 15 hours last week. They refuse to provide updated and say it will take 3 months to refund my money (as they proceed to collect interest on my account). They received the consent to speak to BBB.

Sincerely,

******* *****
Business Response
Date: 10/18/2023
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: 10/20/2023
The business has not made a good faith effort, as they have not contacted me. I am sorry to hear that BBB was unwilling to help.

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MOHELA is NOT a BBB Accredited Business.