Complaints

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

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• 

  MOHELA

  633 Spirit Dr Chesterfield, MO 63005-1243

• 

  MOHELA

  PO Box 105540 Atlanta, GA 30348-5540

• 

  MOHELA

  PO Box 105347 Atlanta, GA 30348-5347

• 

  MOHELA

  PO Box 91388 Raleigh, NC 27675-1388

• 

  MOHELA

  PO Box 90639 Raleigh, NC 27675-0639

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:02/04/2023

  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.

  This is concerning the processing of my PSLF application I submitted late October of 2022. Mohela’s website that my application will be processed within 90 days. I haven’t heard from them about the status of my application. I still have a student loan at AES that was consolidated with my other loans from September that still not showing up in Student aid dot com or Mohela’s website. I’ve called and ‘emailed numerous times waiting on hold for several hours. No response. This is a terrible way to run a business. Others have complained as well. I just want them to call me to give me a status on my application.

  Business Response

  Date: 02/07/2023

  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.

• Initial Complaint

  Date:02/04/2023

  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 filed an ECF in September of 2022. It showed processed on November 11, 2022, however the count was done incorrectly and did not give me credit for my current employment months of June, July, August, and September. These additional months would put me at the eligible payments required firmPSLF forgiveness. When I waited on hold for over 90 minutes, I was told that yes they could see the error in the count, and that they would send it in for review. They stated it may take 90 business days. I was eligible for forgiveness status since September of 2022, having been a public school teacher for the past 11 years but I am still waiting for them to correctly update my count. Please assist me in getting my count updated.

  Business Response

  Date: 02/07/2023

  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.

• Initial Complaint

  Date:02/04/2023

  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.

  I am on the PSLF program in regards to my student loan. I submitted a form signed by my employer verifying my income through October 19, 2022, using the upload feature on the company’s website. There was no verification provided that the upload went through.-which made me nervous, I made a copy of the form and mailed a copy to the company’s mailing address promptly, as there was a time factor involved. The uploaded form showed up in their documents area the following day and the mailed form showed up there a week later. I spoke with representatives from the company many times, as there were other issues with my account that were incorrect, and also informed them why I had sent an exact copy and to please disregard. Every representative said everything looked fine and not to be concerned. More than 90 days later, they finally processed my form (from the same job/same employer since 2014). As I check their website many times a day, I immediately noticed both forms had a notation that they were “duplicates”, but did not show they/one of them have been processed. I immediately called and asked to speak to a supervisor. After literally hours of waiting, I was put through to a supervisor who assured me that she would make a note that the second form was just a duplicate of the first. (It was an exact copy) and requested that the form be “resubmitted”.
  She also informed me it could take another 90 business days to process the form! Please assist!

  Business Response

  Date: 02/07/2023

  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.

  Customer Answer

  Date: 02/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response provided is not a competent answer, as it does not respond to the directed concern-why a company might receive a duplicate of the exact same form and not decline one and accept one or accept both forms-as they are exactly the same form-as a customer service oriented response would be and so the form is processed in a Timely fashion. Disqualifying them both/resubmitting for an extended processing time is not any form of "customer service" nor is an acceptable response to a problem. Mohela is saying, "we will get back to her when we feel like it and there is nothing you can do about it..." disregarding the fact the form should not have had to been "rebsubmitted" in the first place.  It was not "submitted" at all. Mohela's customer service record to date has been seriously lacking-with inconsistent (if any) follow-up, incredible wait times to speak with anyone, incorrect information... They should not have applied for this contract if they were unable to fulfill its obligations properly. And this complaint is just one of the many issues. I am concerned about submitting my next verification form to this company- a paid contractor for our federal government!
  
  
  
  
  
  Sincerely,
  
  
  ****** ********

• Initial Complaint

  Date:02/04/2023

  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.

  I submitted employment certifications for MOHELA to update my loan payment counts in October 2022 and November 2022. On January 19,2023 these documents changed from processing to processed. I was advised that I would receive an update to my payment counts by letter within 7-10 business days. I have received no such update nor have my payment counts been updated to reflect this period which has been supposedly been processed. They advised me I would need to wait another 90 business days for reprocessing. This puts me at a financial disadvantage as I have hit 120 months for forgiveness of my loans in October 2022 but cannot proceed with forgiveness until MOHELA processes. Please get these counts update so I can move forward with forgiveness. Thank you.

  Business Response

  Date: 02/07/2023

  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.

  Customer Answer

  Date: 02/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I need additional follow up to satisfy my current issue. Although Mohela has provided a response to my initial letter, they did not confirm if the 120 payments that I am now at is as of October 2022 (as I believe they should be) or November 2022. This would have a big impact on my ability to seek employment outside of public service. If they are able to confirm that my 120 payments is as of October 2022 then my current complaint will be satisfied and I will wait for forgiveness to process according to their current guidelines  

  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 02/10/2023

  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.

• Initial Complaint

  Date:02/04/2023

  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.

  I submitted my forms in August of 2022 for PSLF. I checked the site several times with the explanation with no calculations and a message stating that my employer wasn't certified. I called in December and late January and was told by representatives that my employer is in fact certified. In December I was told my updated should be done in the next couple days. In January I was told they were waiting for the federal government and it could take months. Today, I look and a hand full of credit was added and it still says my employer isn't certified. I am positive that whatever number they came up with is incorrect. While I know this process has been frustrating to many, it is particularly frustrating to those who put their paperwork in before the deadline and still haven't gotten results.

  Business Response

  Date: 02/07/2023

  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.

• Initial Complaint

  Date:02/04/2023

  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 initially submitted my TEPSLF application on 7/22/22 after my loans were consolidated and approved on 7/20/22. The status of my application still says processed and it shows zero qualifying payments for the PSLF. I have worked for a qualifying employer since 2012. I sent a message to inquire on 10/17/22 and only received an automated response that did not answer my question on 11/23/22. I have attempted to call but cannot actually get through to a representative.

  Business Response

  Date: 02/07/2023

  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.

• Initial Complaint

  Date:02/04/2023

  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 am filing a complaint against Mohela. I have been enrolled in the ************** Loan Forgiveness (PSLF) program for many years, having filed Employment Certification Forms (ECFs) annually with Fed Loan Servicing prior to Mohela taking over as the Department of Education servicer. I never experienced Fed Loan Servicings counts being inaccurate.I uploaded a signed ECF to the Mohela website on 10/11/22, and it was marked as received on 10/13/22. Mohela gives a 90-business day timeframe for processing. This ECF should have covered the period of time since my last ECF for that same employer, which was dated 9/24/2021. The 10/11/22 ECF was marked as processed by Mohela on 1/23/23; however, they did not count all the qualifying payments from this time period. While I should have received credit for payments from 9/25/2021 until 10/11/22 (the date of the ***** Mohela only certified until 6/11/22 (see supporting document). When I called Mohela on 1/25/23 for an explanation, ******************* me there was nothing wrong with my counts, and that I needed to wait up to 90 additional business days for my count to be accurate. That amounts to 180 business days to process one form for someone who had already submitted ECFs for the same employer in previous years with Fed Loan Servicing. I called Mohela again on 1/28/23, and spoke with *****, who after listening to me explain the situation multiple times, finally recognized Mohelas error. ***** submitted a request for review of my account but told me that this process could take an additional ***** days. When my ECF is eventually processed accurately, I will be well past the 120-payment threshold for forgiveness. Therefore, Mohelas extraordinarily long processing times, and their inability to count dates correctly, is holding up my loan forgiveness. I am submitting this complaint with the BBB because Mohela is not processing their forms correctly nor in a timely manner. I should not have to wait additional time for forgiveness because Mohela made an error. I appreciate your help resolving this important matter expeditiously.***************************************

  Business Response

  Date: 02/07/2023

  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.

  Customer Answer

  Date: 02/13/2023

  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:02/04/2023

  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.

  Mohela is my student loan processor. I am under the Public Service Loan Forgiveness Program. I sent in two different and unique employment eligibility forms, one October 19, 2022 and a second one on October 25, 2022. Mohela automatically marked my October 25, 2022 form as a duplicate, but it was a unique form with a totally different employer and time frame. The form that they marked as a duplicate would have put me at my forgiveness amount of 120 payments. Now, I sit at 117 out of 120 and am told that I have to wait another 90 business days in order for Mohela to re-process the form that they mistakenly marked as a duplicate. My life is on hold and I have to maintain employment at a non-profit in order to continue to qualify for a program that I should have been eligible back in October of 2022. I realize that Mohela is dealing with a flood of applications due to the temporary changes to the PSLF program that ended in October of 2022; however, their error is causing me (and many others) to have to put our lives on hold and have serious financial reprocussions due to their error. My account number is *********** ******** ******

  Business Response

  Date: 02/07/2023

  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.

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have attempted to get this resolved with Mohela for weeks to no avail.  I want them to process by PSLF form that was sent on October 25, 2022 and update my payment counts
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/03/2023

  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 tried to contact Mohela on several different occasions regarding my 1098 and their website states those tax forms would be available by 1/31/23. I even made a complaint on their website and received a generic robotic response that didn’t provide the 1098 nor did it provide a date when this information would be available. How can this company represent student loans? If consumers miss a payment it would be surely reported to our credit report so my confusion is why can this company not answer our requests or provide necessary tax documents to so many Americans?

  Business Response

  Date: 02/06/2023

  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.

• Initial Complaint

  Date:02/03/2023

  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 need a form verifying the amount I have paid on my loan. I uploaded the form to MOHELAs website. It took them almost 2 weeks to send me a form stating it will take 90 BUSINESS DAYS to get my form completed. This is unacceptable. I need this form for my work within 10 business days. I tried to call MOHELA however I was unable to get a hold of anyone.

  Business Response

  Date: 02/06/2023

  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.

  Customer Answer

  Date: 02/08/2023

  Complaint: 19329169
  
  I am rejecting this response because:

  I have received no response from MOHELA
  
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/09/2023

  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.

  Customer Answer

  Date: 02/10/2023

  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.
  
  Sincerely,
  
  *******************