Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

Complaints

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

Customer Complaints Summary

4,002 total complaints in the last 3 years.
1,394 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:07/12/2023
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.
Requested loan refund in August 2022. FULL loan balance was restored and I received a PARTIAL refund in February 2023. $9341.66 refund is still missing. Allegedly, check was issued by treasury department but lost in the mail. Requested check to be cancelled and re-issued in February of 2023 and was initially assured that it would take approximately 2 weeks. Called to follow up countless times since (at LEAST once per month but often more) and have been assured each time that the refund is being worked on. Eventually, in April 2023, I was told that nobody at Mohela ever submitted the request but that it was done at that time and would take UP TO 90 days for me to receive a refund check. I was told that my loan balance could not be accurately updated since the refund process was started even though I have not received the money back. It is now July 2023 (past the 90 day mark) and I have not received a check. I called Mohela 7/12/23 and was told the check has NOT been re-issued still. Mohela still refuses to update my loan balance. My credit rating has been affected by this inaccurate debt-to-income ratio as well. It has now been approximately 11 months since I first requested a refund and 5 months since I requested the re-issued check and for my loan balance to be corrected. Mohela has only ever responded to messages by stating that they need more time to look into my issue and that they have up to 15 days to respond but have NEVER reached out to follow-up.
Business Response
Date: 08/01/2023
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.
Initial Complaint
Date:07/09/2023
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 previously reached out to Mohela. I went on to explain to them that I never received any of my privacy disclosures.But I went on to explain to them that I didn’t receive my privacy notice disclosures; which under the FCRA is a required disclosure which should’ve be given to me the consumer at the beginning of our contractual relationship. The agent went on to tell me that it isn’t their policy to issue privacy notices to customers. After being on the phone with the agent for some minutes; I then referred the agent that under the FCRA pursuant 15 USC 6803(a) Disclosure of institution privacy policy; specifically under (a) Disclosures required: At the time of establishing a customer relationship with a consumer and not less than annually during the continuation of such relationship, a financial institution shall provide a clear and conspicuous disclosure to such consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, of such financial institution’s policies and practices with respect to.
So if this is a requirement under the FCRA how is it not apart of their policy to issue a privacy notice. If it is required that this notice be issued at the time of our relationship being established. And as for pursuant 15 USC 6802(a)(b) with respect to disclosures of personal information. (a) Notice requirement Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information. I will like to be mailed all my privacy notices including my opt out disclosures.
And I will like to exercise my right to opt out and will like all my non public personal information to be ceased from being to non affiliated third parties at this time. Including Transunion, equifax, and experian and cavers.
Business Response
Date: 07/11/2023
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: 07/12/2023
Complaint: ********

I am rejecting this response because: I filed out the third party authorization form already and sent it back allowing you to share my information with BBB the third part. Also I still have mint receive my disclosures or my opt out form or been told how to do so….I also attached the Gram Leach Bailey Act and the laws that apply to financial institutions and the protection of consumer non public personal information.

Sincerely,

****** *****
Business Response
Date: 07/17/2023
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: 07/19/2023
Complaint: ********

I am rejecting this response because:

I don’t understand how all of a sudden your privacy laws matter now. When you clearly violated the privacy laws already when you furnished my reports to these third party non affiliates as well as experian equifax and transunion. Because you failed to provide me with any disclosures you were suppose to give to me the consumer before you can share my personal information. In which you have clearly and willingly already did without giving me these notices. In accordance with the Gram Leach Bailey Act; also you Mohela have failed to provide me with the proof that you received any certified permissible purpose from. Which indeed makes this reporting 100% inaccurate. Because congress clearly states under the FCRA section 15 USC 1681b a permissible purpose must be given before an report can be furnished; with the written institutions from the consumer or who the report relates.

Sincerely,

****** *****
Business Response
Date: 07/24/2023
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:07/07/2023
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 PSLF counts reached 125/120 payments in early 2023. I submitted all my paperwork in April 2023, everything was processed as on 5/1/2023. However since that date everything has been at a standstill.

I have called in several times (1 call in May, 2 calls in June, another 2 calls in July), each phone call is upwards of an hour. Each time I am given various timeframes (30, 60 or 90 days) for my loan forgiveness to be processed. And told that its out of Mohela's hands.

On my 6/20/23 call:
The Mohela representative told me that my PSLF app had been submitted to FSA/the government and I should receive a letter from Mohela once approved notifying me that my loans were being discharged very soon (just hold on & wait).

On my most recent call 7/7/23:
I asked the representative to check on my PSLF discharge request that was sent to FSA/the government for approval. He told me I was told that I should just wait until October when the student loan payments will come due, which made no sense. I also told that my account has been placed in forbearance until October. Everyone has been in forbearance/not required to make payment since the COVID started. He put me on hold several more times, but he can't find anything, he is asking another department for information etc... at 30 minutes I asked to speak to a supervisor. After another 25 minutes of waiting for approval to speak to a supervisor, he comes back & tells me that FSA/the government has had my application for 52 days already. It should be processed any day now. Again I asked to speak to a supervisor, I was "transferred to the supervisor" and hung up on.

Each time I call the representatives don't seem know anything, and whoever they talk to on the several holds isn't very helpful either. After several calls I cannot even get to the manger level to get answers.

I am fed up & clearly getting the run around, instead of actual help and direct answers about my hard earned PSLF forgiveness.
Business Response
Date: 07/14/2023
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: 07/14/2023
Complaint: ********

I am rejecting this response because:
I have already completed and thus given my permission via the Mohela 3rd party authorization form that allows them to communicate directly with BBB, so Mohela's response doesn't make any sense, and seems like a delay tactic. They have yet to communicate with me about my recent complaint, though I have contact them directly and filed with BBB.
It is a real slap in the face to be treated this way after my many & on-going years of public service.
I will be contacting my Senators and Representatives to address this.
Sincerely,
*** *****
Business Response
Date: 07/20/2023
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:07/06/2023
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 believe MOHELA may be responsible for causing an unreasonable delay in forgiving the balance of my federal student loans (for which they are the servicer) in accordance with the federal Public Service Loan Forgiveness program. On 3/1/23, after reaching 120 payments on my federal student loans (the threshold required for loan forgiveness under the PSLF program), I submitted the PSLF application to MOHELA. On 3/29/23, MOHELA replied that my payment counts for each of my remaining loans had been updated to reflect that I have completed 121 payments (i.e. one more than the number required to discharge the remaining balance on my loans). I have attached the two letters I received from MOHELA confirming that I had exceeded the 120 payment threshold for loan forgiveness by 3/29/23. However, well over 90 days later my loans have yet to be discharged. When I have called MOHELA, they just tell me that the process can take a long time and I just need to be patient, but they can't provide any information regarding any justification for the delay. MOHELA states on its website that in order to discharge/forgive my loans after updating my payment count they need approval from the Office of Federal Student Aid (FSA), but they can't tell me whether MOHELA ever actually submitted my information to FSA or whether MOHELA has received any response from FSA. It would seem very unlikely that there is no way for MOHELA to track such information internally, so their claim that they cannot communicate to me exactly what is happening with my application is unacceptable. Please note that I can provide extensive additional information and documentation upon request. Thank you for any assistance you can provide!
Business Response
Date: 07/11/2023
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: 07/19/2023
Complaint: ********

I am rejecting this response because:

MOHELA stated in its reply on 7/12/23 (i.e. 7 days ago) to my initial complaint complaint: "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." However, I have not received any written response from MOHELA (which would typically be available immediately via the messages section of my online account with MOHELA), nor has MOHELA made any other attempt to contact me. Furthermore, there appears to have been no progress regarding my complaint based on the information contained in my online account with MOHELA. Since this complaint will close today if I do not reply, I must reject MOHELA's response before this deadline due to the reasons above.

Sincerely,

****** *****
Business Response
Date: 07/20/2023
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:07/06/2023
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.
I have two loans being served by Mohela, one subsidized federal student loan of $29,186.55, and one unsubsidized federal student loan of $40,707.01. I have been eligible for Public Service Loan Forgiveness (PSLF) since March 1st, 2023. As soon as I achieved this milestone, I reached out to Mohela and they told me it would take in the range of 60 business days. This has turned out to be completely false. It is now the first week of July and 4 months has gone by and I have even less information now than I did when this all started. I have reached out to Mohela and Federal Student Aid numerous times and each time I met with different answers or just the answer of I have absolutely no idea when your loans will be forgiven. I work for the federal government and get that things can take a long time, but to not even be able to put a range on when my loans will be forgiven is completely unacceptable. The only acceptable outcome to me is to forgive my federal student loans immediately. My account number is **********.
Business Response
Date: 07/10/2023
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: 07/10/2023
Complaint: ********

I am rejecting this response because:

I have not been contacted by Mohela and none of my concerns have been addressed.

Sincerely,

***** *****
Business Response
Date: 07/17/2023
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: 07/18/2023
Complaint: ********

I am rejecting this response because:
I have still not been contacted by Mohela. Instead of sending a copy and paste form response to the BBB, I would suggest they contact me and work on my issues. This is unprofessional and discourteous.

Sincerely,

***** *****
Business Response
Date: 07/20/2023
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:07/05/2023
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 recently submitted my last employment certification for ************** Loan Forgiveness at the beginning of April. At the time of submission, I only needed an additional 13 months certified to meet the 120 months of payments required for discharge. My ECF was processed and my payment counts were updated to 120 in the first week of April. I have called Mohela several times to confirm that I do not need to do anything else to have my loans discharged, but have received confusing information regarding the timeline for discharge. It should not take 90+ days to process applications for individuals who have been certifying employment for PSLF for several years. The delays/confusing information provided by Mohela is not acceptable.
Business Response
Date: 07/07/2023
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: 07/10/2023
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 as long as I actually receive information from Mohela regarding my loans.

Sincerely,

************************************
Initial Complaint
Date:07/05/2023
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 am not liable for this debt with I do not have a contract with MOHELA/DEPT OF ED, They didnt provide with an original contract we requested.
Business Response
Date: 07/07/2023
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: 07/20/2023
I have con contract with them. Also I didn’t not sign and document or give them permission You use and of my information
Business Response
Date: 07/24/2023
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: 08/05/2023
I would like for them to show proof my signing a contract also, proof that I agreed for them to share my information with anyone. If they can not provide proof I would like this account deleted from my credit report. Because they are violating my rights
Initial Complaint
Date:07/04/2023
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.
Hello,
I have spoken with supervisor ****** who has escalated my PSLF case on Friday, June 23rd 2023 after Kahlil, another supervisor escalated my case on May 17th 2023. I also filed a case with Department of Education's FSA in May and again in June and they replied that Mohela will contact me when forgiveness has been applied to my loans. I have been at over 120 counts since November 2022 and at 169 since January 2023. Mohela has not applied forgiveness or responded with a resolution. It has been almost 7 months since I reached over 120 counts and I was told this was in final review by Federal Student Aid and Mohela has yet to apply appropriate discharge to my federal student loans under Public Service Loan Forgiveness. It is now early July and approaching a year since I reached over 120 payments. I am hoping for a resolution as I feel my situation has been overlooked for an inordinate and inappropriate amount of time. Any urgent help in this matter would be greatly appreciated.
Sincerely,
EOJ
Business Response
Date: 07/17/2023
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: 07/28/2023
Dear BBB,
Thank you for your outreach to this company Mohela in regards to the PSLF program. My issue has not yet been resolved and the supervisors in the customer Advocacy team are unable to give me any idea of when this issue will be resolved. Although they usually estimate that forgiveness will occur within 90 days of them sending my 120 payments to the Department of Education- for me that would have been April 26 2023. It is now approaching August and they are at a loss for what is taking them this long to simply get feedback from the Department of Education. It is not a resolution and utterly unacceptable in my view. Their letters of response are that they are unable to give me any estimated date although this timing is significantly outside the normal range of their earlier estimations already. So it continues to be unresolved.
Sincerely,
*****
Initial Complaint
Date:07/03/2023
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 reached out to Mohela on multiple occasions in regards to receiving my loan discharge letter after being notified via private message that my student loans had been forgiven. I also requested to be notified of my discharge would be received via electronic mail or physical mail. Request submitted on 5/24 and 5/27 via private message received responses that my issue was resolved. My issue had not been resolved as I was never notified how I would receive my discharge letter. Canned responses that discharge letters would be received in ***** business days is not acceptable if loans have previously been discharged. Previous request were made to have the letter sent electronically were ignored. Previous errors by Mohela delayed forgiveness for several months due to providing incorrect information in regards to my Employer Verification Forms. I request that Mohela release my discharge letter immediately as there is no reason it should continue to be delayed.
Business Response
Date: 07/07/2023
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: 07/12/2023
Complaint: 20270719

I am rejecting this response because:

Mohela has had sufficient time to provide the documentation request. Individuals who have had their loans forgiven after 5/24 report receiving proof of discharge in a matter of days yet Mohela still provides a timeframe of ***** business days randomly. They continue to not provide information on how discharge documentation will be provided as well and throughout the process have provided inaccurate information.

Sincerely,

*************************
Business Response
Date: 07/17/2023
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: 07/18/2023
Complaint: 20270719

I am rejecting this response because: It has been nearly seven weeks since my previous correspondence with Mohela. There is no evidence over this time that hey have made any attempt to resolve my issue including no additional outreach or explanation as to why some customers are able to receive their discharge letter in a matter of days while others have requested confirmation and have not received a discharge letter for almost two months now. I was also told two different methods to which I would receive my discharge (email and regular mail) with no confirmation of either. I have continuously experienced extreme delays in receiving requested information including taking months to receive payment histories and being provided inaccurate information which has delayed my forgives process. The fact that the companies canned response is that we will reach out in the near future, further delaying the process is not acceptable.

Sincerely,

*************************
Business Response
Date: 07/20/2023
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: 07/21/2023
Better Business Bureau:

MOHELA has finally reached out and addressed my issue in reference to complaint ID ********, and I find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:07/03/2023
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 had submitted my PSLF application in September of 2022 and they have not updated my account. They kept giving me the run around and have not approved my loan and update my payment counts. I should have more then 120 qualifying payments.
Business Response
Date: 07/17/2023
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: 07/17/2023
Complaint: ********

I am rejecting this response because they have not proceeded my application and realize the issue. They are having me wait longer with no progress.

Sincerely,

****** ***
Business Response
Date: 07/20/2023
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: 07/21/2023
Complaint: ********

I am rejecting this response because:
They have not processed my application. It has been more then 90 days, which is past there 30 day response time. I have contacted them many times, via written and phone.
Their agents have no update information for me. They always say I have have to just wait. Every time I call they said they are a trainee. I can never get connected with a supervisor.

Sincerely,

****** ***

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

MOHELA is NOT a BBB Accredited Business.