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:10/22/2022

  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 loan company bought our loans from ******* Servicing this summer. Since the change over from our last loan company, I have not been able to talk to a person at Mohela. They put you on hold for hours and once it is your turn, the recording says, "Goodbye." Also, I have emailed their customer service email a few times and they do not return your email. It is important that loan holders are able to talk to someone for questions or concerns on their loans. This is very concerning and worrisome for myself and all others that have encountered this problem.

• Initial Complaint

  Date:10/22/2022

  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 is the company handling my student loans. I was told by them to call *** ********** ** ********* regarding changing my method of payment for refunds I requested for payments made during the pandemic. Mohela informed me once approved payments would be refunded to the original source of payment. I informed the rep that the account is no longer active. She told me to speak to the ********** ** *********. Of course the ********** ** ********* referred me back to Mohela stating they would be the ones to issue the refund and was told it wouldn’t make sense that they could not update my payment info so that I could receive my refund to the correct account. I requested my refund weeks ago and nothing has happened yet. In the meantime I’ve filled out the application for the student loan forgiveness and am worried the application may go through before the refund which would mean my original balance would not be updated. I also had questions regarding payments made which I’m not finding on the site. I’ve been calling Mohela and waiting on hold for hours just for the call to be disconnected. This is very frustrating. I understand they’re overwhelmed right now but customer service is there for a reason. I’m seeing many complaints about this same issue. Customers on hold for hours then being hung up on without getting answers to their questions. This needs to be rectified.

• Initial Complaint

  Date:10/22/2022

  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's servicing of my Public Service Loan Forgiveness application has revealed inaccuracies in MOHELA's reading of my forms and inability to receive feedback from MOHELA (telephonically, e-correspondence). I did not have these problems with the previous loan servicer. This leads me to question MOHELA's ability to reliably service large loans and public service loan forgiveness programs, which those working in arduous public service sectors rely on to confidently expect the PSLF program to be fulfilled.
  
  I expect my recently submitted TEPSLF forms to be re-reviewed and processed appropriately and to receive feedback as to what went wrong, which may help other clients.

  Business Response

  Date: 11/02/2022

  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.

• Initial Complaint

  Date:10/21/2022

  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 federal student loans were transferred to Mohela on September 22, 2022. Their website states they will contact me within 10 business days of the transfer, but I have not received any information. Made an account on the Mohela website and they do not have any information on file. Tried to call their customer service, waited 3 hours on hold after the stated wait time was 40 minutes. Had to hang up to go live my life. Sent a complaint via the Mohela website on October 14, 2022 asking where my student loan information is and inquiring about a refund I requested over 6 weeks ago that should have been posted to my account already, then received a message that I will receive a response to my complaint within 3 business days... still haven't heard anything. Have tried calling their customer service center a few other times and the wait times are always hours long.

• Initial Complaint

  Date:10/21/2022

  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 submitted my PSLF form in mid July. On 9/2/22, I contacted Mohela and was told at first that I wasn't in the system. Then during the same phone conversation, I was told that my form was received on July 25 or 26 and was told that I needed to give it 60 days to be processed. To this date, I still haven't received official notification that my form was received. I've tried creating a Mohela account and have been unsuccessful because my information cannot be found. I've attempted to reach customer service several times in the last few weeks only to be on hold for hours with no answer. As the October 31st deadline date is quickly approaching, I just want verification that my form has been received by Mohela and is being processed.

• Initial Complaint

  Date:10/21/2022

  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 loans were transferred to mohela on 9-15-22 from ******** I had already submitted ecfs to fed loan over a year ago to have loans forgiven at over 120 payments. Now mohela won't answer any messages sent and the ombudsman completely ignores requests. I have submitted ecf to mohela again and nothing. I am requesting my loans be forgiveness under pslf.

  Business Response

  Date: 10/27/2022

  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.

  Customer Answer

  Date: 10/28/2022

  Complaint: 18297739
  
  I am rejecting this response because:
  
  I have not gotten a response as of this notice. No call or email. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2022

  Hello *******, Thank you for contacting MOHELA. This
  matter has been referred to our Customer Advocacy Team. We will contact you
  within the next several business days. In the meantime, you are welcome to
  contact us at our Customer Service Department by phone at 888.866.4352, in
  writing at 633 Spirit Drive, Chesterfield MO, 63005, or by logging into your
  web account to request further assistance with this matter.

  Customer Answer

  Date: 11/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  No response at all from Mohela at this time.  Wait times are several hours if you try to call. I am not accepting this response.
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 02/09/2023

  Mohela will not process my PSLF ECF in the timeframe provided within 90 business days. They have made up at least three (3) different excuses for the delay. I am requesting the expedite my ECF and forgive my loans under PSLF as I meet the requirements.
  

  Expedite PSLF Review and loan discharge under PSLF
  

  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

  Complaint: 18297739
  
  I am rejecting this response because:
  
  Have not been contacted by MOHELA to resolve this issue. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/13/2023

  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: 02/14/2023

  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:10/21/2022

  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 called this company many time. I sat on the phone for hours. I also have been hung up on at the end of the calls without getting help after listening to long periods of automated messages. I have emailed this company that reports they will reply in 3 days but they never do. I would like to talk about my PSLF. They asked for documentation I do not understand! This is very frustrating!

• Initial Complaint

  Date:10/21/2022

  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 attempted to call and connect regarding my loans for weeks. I have spent hours on hold with no one ever answering. I tried again and now they won't even let you connect with a representative. They continue to refer you to their website and I personally find the information provided very unclear. I want to speak to an actual person and there are no options for that. When an individual is dealing with thousands in student debt such as myself I want to be able to understand the process and complete required forms if needed. I am extremely frustrated as I have been told if I want to waive a specific debt relief process coming up I need to do it by a certain deadline and have been given no ways to do this. They provide forms to apply but nothing to waive. I personally will lose thousands of dollars and will be extremely upset if this occurs because no one will answer my messages or calls.

• Initial Complaint

  Date:10/21/2022

  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 loans were transferred from ******* Servicing to MOHELA. I've called to speak with them multiple times and have only been able to speak to anybody. I received an email stating the signatures on my request were not valid. I informed them it was the appropriate supervisor (Director of my DoD Agency) They stated, that's correct. Next, they stated I was not in an agency that allowed for forgiveness. I'm in the Department of Defense and they do qualify. Last they tried to state that the signatures were not on the original request when presented to *******. I stated all signatures are on the form. They looked and stated all signatures are there. As of this date, I still do not see any actions by MOHELA in regard to seeing of my applied payments have increased to where the remaining loan will be forgiven.
  
  This company has failed ever since taking over ******* accounts!

• Initial Complaint

  Date:10/21/2022

  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.

  Can not get through to a representative on the phone when I call them. Have attempted upwards of five times and have been on hold for >1-2 hours each time without answer. The messages preceding their phone queue last over 10 minutes themselves. There is a deadline for PSLF applications, I was changed to this lender from ******* as my student loan servicer. If there is something wrong with my application and I have not received an answer due to them not replying to online messages or inability to get anyone on the phone due to excessive hold times, this should not be held against me or any other student loan holder. This is criminal.