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.

If you've experienced an issue

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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:11/28/2022
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 has been the worst experience ive ever had. I contacted Mohela three times via mail to get late payments removed off my consumer report. They have responded but failed to remove the late payments off my consumer report. Per the **** these account are suppose to be excluded from consume file. The following are exclusions of consumer file. pursuant to 15 USC §1681a(2)(A)(i), which states the term consumer report does not include report containing information solely as to transactions or experiences between the consumer and the person making the report.

2. Another exclusion of consumer reports is any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device (15 USC 1681 b(2). The term credit card is any card, plate, or coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.

3. Credit was extended using my credit card therefore, the negative reporting of the account is unreportable. This whole experience has caused me significant mental and emotional anguish, stress, anxiety, loss of sleep, denial of credit, financial hardship, and loss of time. I hope someone can help me get this matter taken care of. I will continue to make complaints and take this matter to court if my rights continue to be violated.
Business Response
Date: 11/30/2022
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:11/27/2022
Type:Customer Service 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 was approved for TPD discharge a year ago please remove Mohela from all three credit bureaus ******** ******* *** ********** attached is my ****** approval for TPD letter.
Business Response
Date: 11/28/2022
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: 12/09/2022
They mailed me a letter so it should be removed from my account
Initial Complaint
Date:11/25/2022
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 has had my account since the beginning of august. They’ve also had all required and signed paperwork. Specifically, they’ve had documentation certifying my qualifying service from 9/2017 to 6/2018 and are refusing or unable to credit these 10 months. These months of service will meet the 120 PSLF threshold required. In addition these 10 months will qualify me fro the 17500 teacher loan forgiveness that is separate from the case in litigation now regarding student loan forgiveness.
Business Response
Date: 11/28/2022
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: 12/02/2022
I want Mohela to update my account reflecting my qualifying service from 9/2017 to 6/2018. They have had this signed form for months. I've complained previously and they will not engage and update my account.
I want them to update my qualifying months to 122 given the form I submitted months ago from **** **************
Business Response
Date: 12/06/2022
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: 12/06/2022
Complaint: ********

I am rejecting this response because:
I just want Mohela to update my account. They have had a qualifying form from my previous employer (**** *************) where I served as a special ed teacher for 1 year from 2017-2018. I have waited well beyond their arbitrary wait time (They've had my form since August). They also updated my account with qualifying months from my CURRENT EMPLOYER in a matter of days. At this point, I'm inclined to believe that this is just willful. In my opinion, I don't see this as a heavy lift. I want Mohela to update my PSLF tracker from 112 to 122 (adding the 10 qualifying months from 2017-2018). It's really not a big ask as I see it. I've been on hold waiting to speak to a manager (several times) for over 2 and 3 hours, and then the phone just disconnects.

I genuinely appreciate your help with this matter.

Sincerely,

******** ******
Initial Complaint
Date:11/25/2022
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.
11/25/2022 I was told previously that ****** ******** was contacting the accounting team. Meanwhile interest is adding in a forbearance state. How does this work. There are no direct numbers to contact accounting. I have been in touch with the resolution team. Can they charge interest during the extension? I am looking for a refund if due.
Business Response
Date: 11/28/2022
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: 12/09/2022
I still don't understand the charge of $24.96. On one particular loan.I never received another check. I reached out to Mohela on the phone on 12/08/2022. I spoke with *********. I made a final payment. I wanted to clarify what the amount was for. Accounting hasn't explained.

Sincerely,

***** ****
Business Response
Date: 12/13/2022
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: 12/13/2022
Complaint: ********

I am rejecting this response because: I have contacted them. I spoke with a representative and said it was a mistake. The 24.96. I spoke with another person, and they say it's due. No one can tell me what that was for.

Sincerely,

***** ****
Business Response
Date: 12/15/2022
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: 12/18/2022
Complaint: ********

I am rejecting this response because: I want a detail of this charge. I have requested a full print out of the paid loans. I will receive them eventually.

Sincerely,

***** ****
Initial Complaint
Date:11/24/2022
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 was told to consolidate my loans and transfer to Mohela bc I have been paying my loans for 30 years and I qualify for the TEPSLF. I did so, filed all my paperwork, they did nothing but take my loans, set my payment history to zero, customer service is not available, I have been calling and writing for months, their response was call us if you need assistance - they do not have a number with humans at the other end. It hangs up on you after waiting on hold for 5 hours. The company is a scam. They are taking peoples loans and not doing the forgiveness according to the government guidelines.
Business Response
Date: 11/28/2022
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:11/23/2022
Type:Customer Service 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.
My student loan is being serviced by Mohela. I can not get in touch with them. The have made a mistake on my PSLF application and I am attempting to get it corrected. I have emailed them three times on my secure account through their system. I have not received a response in over two months. I have also called their customer service number many times. Each time I am placed on hold and no one ever picks up. I have pictures of my phone showing how I have been on hold for 2 hours and 40 minutes one time and 2 hours and 10 minutes another. I have probably attempted to reach them by phone at least 15 times. I am worried I will not be able to qualify for PSLF and they will not respond to my inquiries. I need help in getting them to actual respond to my issue or call me. They made a mistake on my application and I need to get it corrected.
Business Response
Date: 11/28/2022
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: 11/28/2022
Complaint: 18459096

I am rejecting this response because: they still have not contacted me. They took the time to respond to the BBB inquiry by saying they would contact me. They did not contact me.

Sincerely,

*******************************
Business Response
Date: 12/02/2022
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: 12/02/2022
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:11/23/2022
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 sent multiple messages requesting a payment history. It took a month to get my history. It should have been posted, but Mohela was not following their own process for 36 month history.

Then I waited on hold for 90 minutes to request a refund. Representative said "yeah, okay" and hung up. Because it was so abrupt, I requested a confirmation via messaging system on their website. It has been a month, and there has been no response.
Business Response
Date: 11/28/2022
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:11/23/2022
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.
Hi,
I was transferred from ******* to MOHELA in August 2022. My account information has been updated. I resubmitted all of my Public Student Loan Information to ensure it was updated before the October 31, 2022 deadline set for any waivers and PSLF qualifications. I received no response. I've tried to call multiple times and only received recordings before being hung up on. I messaged them through their system on October 14, 2022 for clarification of my account. On November 23, 2022, I received an automated reply saying they "hoped things has been answered satisfactorily" without answering any of the three simple questions I asked and without any updates to my account. My account still shows "processing." I am terribly disappointed. So much hinges on their responsiveness for borrowers, especially at this critical time.
Business Response
Date: 11/28/2022
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:11/22/2022
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 recently (about 4-6 months ago) bought my student loan. I’ve received about 3-4 emails from the company to set up my new account for my student loan. I have tried about 8-10 times to set up my account and it always tells me the information I have entered is incorrect. I know the information is correct, I have double checked it, and it’s my personal information so I know it is not being entered in wrong, but I always get the same response. My guess is my information was not entered into their system correctly when they switched over my account and the mistake is on their end. However, the reason I am making the complaint is because I cannot get in contact with Mohela to let them know that I am unable to access my account online. The only form of contact is a 1800 number that I’ve tried calling twice. The first time I waited on hold for over 90 minutes and the second time I waited on hold for over 70 minutes, both times my call was never picked up and I was never able to speak to a customer service representative. I do not have time to sit on hold for hours, like most people I have a job during their business hours. I feel as if I have already gone above and beyond to contact Mohela especially when the mistake is on their end. Honestly, having a customer wait over 30 minutes is ridiculous but I have waited over 160 minutes and I have never been able to speak to a live human being! I'm sure in January they are going to expect me to start paying back my student loans but if I cannot see my account, I have no idea who to pay or what amount to pay. Before, my account was bought I was in the process of trying to get me loans forgiven because I have been in education for 18 years, but again since I cannot see my account, I have no idea what is going on with my student loans. I am very hopeful that the BBB will be able to help me get this sorted out, all I want is to \ speak to a live human being and get this issue straightened out. I feel it is ridiculous that I am having to make this complaint but I don't know what else to do. Thank you and I appreciate any thing you can do to help me. Obviously, I do not know my account number because I have only been contacted via email by Mohela (another issue, but lets deal with this one first).
Business Response
Date: 11/28/2022
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:11/22/2022
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.
My student loans got sent to MOHELA in the last last 6 months. I have been unable to get the information I needed before the 10/31/2022 deadline. Before this deadline I had been on hold on the phone with MOHELA on 7 different occasions with hold times that ranged from 30+ to 90+ minutes and never was able to speak to anyone.
But after the deadline was able to speak to a person in less then 10 minutes on 2 occasions where they told me I was too late and that they would try and fix the problem with my soc#. They never got me in their system and I have not been able to log into their website to this day.
I am actually on hold again waiting to talk to someone who can verbally share my loan information as I wrote this. (70+ mins).
I want MOHELA to take the time to look at my entire file and records going back sense I I first started paying on my students loans back in 2011 and not require me to resubmit everything again. I want them to acknowledge their mishandling of my file during this transition. I have been a Special Education Teacher for 17 years in a low income area and have been submitting paperwork from my employers sense 2011. But I have had 3 different employers during this time and would have to send them the proper documentation and wait until they send it back to resubmit. But I never could get MOHELA on the phone or get on to their website to confirm what I needed to send out to the 3 different employers. Now I am being told by my fellow teachers who have been forced on to MOHELA that they have had similar issues. This is wrong! I have spent most of my adult life in service to a very challenging population of students for $$ that is less then my brother who has a GED working at the local Saw Mill. This is a horrible situation for so many loans to get transferred at this time with such strict deadlines. I am still on hold now, supposedly I am waiting for a supervisor. Now over 80 minutes! It is criminal what MOHELA is doing. I have never regretted my career.
Business Response
Date: 11/23/2022
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.

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MOHELA is NOT a BBB Accredited Business.