MOHELA


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"Products" offered by MOHELA with at least one, but usually more complaints:

Checking or savings account - Checking account
Credit card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Credit card debt
Debt collection - Federal student loan
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Medical debt
Debt collection - Mortgage debt
Debt collection - Non-federal student loan
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Private student loan debt
Debt or credit management - Student loan debt relief
Mortgage - Other type of mortgage
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, personal loan, or advance loan - Installment loan
Student loan - Federal student loan servicing
Student loan - Non-federal student loan
Student loan - Private student loan

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Complaint ID: 7753081

Date Received: 2023-10-25

Issue: Dealing with your lender or servicer

Subissue: Problem with customer service

Consumer Complaint: Mohela doesn't respond to any messages or process requests for changes, such as deferment requests, or a XXXX request that I was advised to request by a supervisor via their website. Their processing window is a large, undefined black-hole of time in which we submit requests, and then have no idea how long it will take for processing. At the beginning of the month, 15 business days prior to needing to be in repayment, I submitted a deferment request because of Mohela 's incompetence with counting my PSLF payments correctly. Since they couldn't count the payments correctly, and am still waiting on resolution with that problem, I have submitted a separate CFPB complaint about that. Almost a month later, there has been no word whatsoever from Mohela as an explanation of what has happened with my payment accounts. Therefore, starting yesterday, I tried to call Mohela, only to be met with a 98 minute hold time, which is unacceptable. The menu prompt said to call again between XXXX XXXX. After calling this morning at XXXX XXXX I'm already subjected to another 49 minute hold time to even speak with someone.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: VA

Zip: XXXXX

Submitted Via: Web

Date Sent: 2023-10-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7752794

Date Received: 2023-10-25

Issue: Struggling to repay your loan

Subissue: Problem with forgiveness, cancellation, or discharge

Consumer Complaint: I called Mohela on XXXX XXXX XXXX ( and was on hold for over an hour ) to advise them that I was due a refund for the payments I overpaid to my loan servicer due to the incompetence of the previous PLSF administration. My Mohela case number is : XXXX. I am also due a recalculation of the amount forgiven because I was eligible for an income driven repayment plan, as my income during the initial PLSF plan XXXX XXXXXXXX ) was {$37000.00} - {$65000.00}. My servicer at the time, XXXX XXXX XXXX gave me incorrect information that my FFEL plan was the correct plan and did not counsel me that I was eligible for income driven repayment.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CA

Zip: 90034

Submitted Via: Web

Date Sent: 2023-10-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7752687

Date Received: 2023-10-24

Issue: Struggling to repay your loan

Subissue: Problem with forgiveness, cancellation, or discharge

Consumer Complaint: I have tried several times to get a hold of this company moohela and give them my information and all they do is hold the call transfer me and leave me waiting for over an hour until the line gets cut.I am already being charged when I shouldve gotten forgiveness for my loans but I am unable to get a hold of anyone in this company and was transferred from one loan provider to the other and this one is the worst one Ive had.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 78516

Submitted Via: Web

Date Sent: 2023-10-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7752253

Date Received: 2023-10-24

Issue: Struggling to repay your loan

Subissue: Problem lowering your monthly payments

Consumer Complaint: Date : XX/XX/XXXX Mohela- XXXX XXXX XXXX MOHELA XXXX Missouri Higher Education Loan Authority MOHELA Address : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX Re : Request for Partial Refund and Recalculation of Student Loans Pursuant to PSLF and IDR Plan Dear Mohela- Fed Loan Servicing I trust this letter finds you well. I am writing to formally communicate my persistent attempts to contact MOHELA with regard to obtaining a partial refund for a withdrawal dated XX/XX/XXXX, and the recalibration of my student loan obligations going forward. Kindly acknowledge this correspondence as a representation of my formal request. Over the course of the past three to four weeks, I have engaged in three distinct dialogues with various MOHELA representatives concerning the recalibration of my student loans in accordance with the Public Service Loan Forgiveness ( PSLF ) program and my pending Income-Driven Repayment ( IDR ) Plan Request. It is imperative to note that my professional occupation as an educator does not yield a substantial income, rendering the current monthly installment of {$780.00} untenable for me. During each of the aforementioned conversations, all MOHELA representatives verbally assured me that the recalibration of my repayment plan would be completed before the scheduled debit of my auto-debit account on XX/XX/XXXX. Specifically, the recalculated monthly installment was supposed to be modified from {$780.00} to {$200.00}. Regrettably, upon reviewing my bank account today ( XX/XX/XXXX ), I ascertained that my IDR plan remained unaltered at the amount of {$780.00}, which necessitates an immediate partial refund of {$570.00} to be credited to my bank account. Furthermore, I insist upon the recalibration of my IDR plan to reflect a monthly payment of {$200.00} moving forward before my next payment on XX/XX/XXXX. I implore you to expedite a response to this correspondence to facilitate the resolution of this pressing matter. I am currently constrained by the financial burden imposed by the existing monthly payment, and it is incumbent upon MOHELA to rectify this situation promptly. In the event that these issues remain unaddressed within a reasonable timeframe, I must regrettably consider engaging legal representation to safeguard my rights and interests. I appreciate your understanding of the urgency of this matter and kindly request a prompt resolution. I am prepared to cooperate fully with any necessary documentation or information required to expedite this process. Sincerely, Anonymous Student Loan Borrower

Company Response: Company believes it acted appropriately as authorized by contract or law

State: WA

Zip: 990XX

Submitted Via: Web

Date Sent: 2023-10-25

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7752092

Date Received: 2023-10-24

Issue: Dealing with your lender or servicer

Subissue: Trouble with how payments are being handled

Consumer Complaint: On XX/XX/XXXX I submitted my IDR request as I kept receiving notifications that I needed to recertify my income driven repayment plan before student loan payments were to resume in XX/XX/XXXX. I received no communication from MOHELA that they had canceled and then denied my IDR until XX/XX/XXXX via e-letter that stated it was unclear whether my request was for recalculation of monthly payment amount for the income-driven payment plan I was on and alerted me to contact them, however, fortunately for me, I had already contacted them XX/XX/XXXX because I had not received any update regarding my IDR request. I was told by a MOHELA representative on XX/XX/XXXX that I qualified for the SAVE plan with an estimated {$600.00} as my monthly payment and was told this would take approximately 3-5 days to process. However, this ended up taking about a month longer as I did not receive my letter indicating it was processed until XX/XX/XXXX. I was also not advised that my loans were placed into an Administrative Forbearance until XX/XX/XXXX and wasn't informed until XX/XX/XXXX that four of my loans were not included in the forbearance by mistake. I was told by the MOHELA representative that her supervisor also confirmed this was a mistake and that a ticket to resolve my billing issues would be submitted, however, it has now been a week and a half and the issue is still not resolved as I have outstanding payments listed on my account. All of my correspondences from MOHELA have been significantly delayed and I've had to wait on hold of an excess of up to 2 hours at time when I try to contact them to resolve my issues. My credit and my public loan forgiveness is at risk because of their negligence and inadequate management of my loans. I have done everything appropriately and within a timely manner on my end, but feel I am continuously being punished and caused unnecessary financial stress by MOHELA.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CA

Zip: 92501

Submitted Via: Web

Date Sent: 2023-10-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7752024

Date Received: 2023-10-24

Issue: Dealing with your lender or servicer

Subissue: Received bad information about your loan

Consumer Complaint: I applied for Income Driven Repayment Plan ( SAVE plan ) on XX/XX/XXXX, I called in XXXX for an update. They told me they will try to expedite the request. On XX/XX/XXXX, instead of expediting the request, the representative ended up applying for another type of loan ( Income Based Repayment Plan ) and also put me in Administrative forbearance until the matter resolves. I am on the PSLF program, so forbearance does not help count my payments towards the program. I have repeatedly called MOHELA to remove the forbearance and ask my status on the IDR ( SAVE plan ) and they keep giving me the run around and no one seems to know what is going on. I am urging CFPB to please help me with this matter so I can get my loan type and payments situated.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 76502

Submitted Via: Web

Date Sent: 2023-10-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7751430

Date Received: 2023-10-25

Issue: Dealing with your lender or servicer

Subissue: Problem with customer service

Consumer Complaint: I am a schoolteacher and I recently applied for PSLF on XX/XX/XXXX. Up until then, my loan servicer was Nelnet, and I made loyal payments to them since XXXX, including throughout the entire COVID moratorium. I decided to check on the status of my application today ( XX/XX/XXXX ) because it had been over 30 days and I hadn't heard anything. When I signed in to studentaid.gov, I discovered that my servicer is now MOHELA. I was never informed via email or inbox that my remaining balance was transferred. I then attempted to set up a MOHELA account to make sure my balance appeared there. While I was initially able to see my account, my balance read as {$0.00} ( it also reads as {$0.00} on XXXX ). What's worse is that I was promptly logged out, and when I attempted to log back in, my account was locked. I am positive that my password was correct because I use a password keeper that always works. The only way to unlock an account is to call MOHELA, and the wait times are hours. When I called in XXXX during my application process, it took me over 5 hours to reach a human. I have read many news articles that have revealed deep problems with MOHELA 's ability to support PSLF, and their website can not keep up with the demand. Additionally, some borrowers are reporting major errors in their account information. These include much higher repayment amounts than what appeared on the estimate, and problems with balance transfers. Many of these problems cost the borrowers thousands in extra payments. My concern goes far beyond my personal anecdote, as millions of borrowers like me are petrified that our financial livelihood is at stake. I have already contacted my Congressperson urging that the Department of Investigation investigate MOHELA, as it is grossly mismanaging PSLF. I am also prepared to file suit against MOHELA in order to receive the PSLF forgiveness that I am entitled to by law.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: NJ

Zip: 07960

Submitted Via: Web

Date Sent: 2023-10-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7751409

Date Received: 2023-10-25

Issue: Dealing with your lender or servicer

Subissue: Need information about your loan balance or loan terms

Consumer Complaint: In XXXX, I applied for an XXXX repayment plan in anticipation of student loan payment resuming. I never heard anything. When I looked up my account on Mohela, it said I was in forbearance. I attempted to call to ask them if I could make payments during forbearance to count toward my PSLF ( I have {$30000.00} of loans that are 4 payments away from forgiveness ). It took multiple attempts and finally a three hour phone to get some answers ( which ultimately led to more confusion. ) I was told that my repayment plan request could not be processed because they needed more information. ( I never received any communication to this effect. ) It was explained to me that they needed my last five years of tax returns in order to process my repayment plan application. I tried to explain that I'd given that access via this website/IRS. The representative I spoke to said that didn't count. When I tried to ask why they needed tax returns going back to XXXX ( because I had been in repayment in XXXX and they should already have access ), I couldn't get a straight answers. I think asked for correspondence that explained what documents were needed and where they should be uploaded. ( You can imagine that five years of tax returns might be a significant amount of pages. ) The operator said she just needed to rerun my application that it had been processed under the wrong plan, and I should hear something in a week. That was a month ago. Since then, my account is still in forbearance. The only communication I have gotten from Mohela is a note saying that they were slow in processing communication. I have tried to call on multiple occasions, and the wait times were over an hour long. I have contacted my Congress person and complained to the US Dept. of Ed. I still don't know what if any info is needed, what my payment will be or when it will be due. I also don't know what I need to do to try to get four more payments credits to reach PSLF.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: AR

Zip: 727XX

Submitted Via: Web

Date Sent: 2023-10-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7751378

Date Received: 2023-10-25

Issue: Dealing with your lender or servicer

Subissue: Problem with customer service

Consumer Complaint: My student loan IBR wasn't processed initially. I resubmitted it and called to put my loan in forbearance prior to the first due date which was XX/XX/XXXX. I was told it was in forbearance. My IBR was then processed. I was billed my payment prior to the IBR being processed and the IBR amount, so double billed for XXXX. I called back and was told my forbearance was improperly processed but that I should pay my IBR payment while it was fixed and the initial payment amount dropped. I paid my IBR payment and was assured the amount would be applied to my IBR payment amount. I now show that I made a partial payment on the non-IBR payment and that I haven't paid on my IBR payment. I've spend well over 10 hours on hold with MOHELA and still don't have resolution. I'm a teacher and can't just call during the day and their hours make it nearly impossible to get through to anyone and they have no functioning none phone call system. I just need them to drop the first- incorrect payment- and credit my actual payment or to have a functioning communication system.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: NM

Zip: 875XX

Submitted Via: Web

Date Sent: 2023-10-25

Company Response to Consumer: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7750795

Date Received: 2023-10-23

Issue: Dealing with your lender or servicer

Subissue: Trouble with how payments are being handled

Consumer Complaint: I completely disagree with the total of eligible payments made listed on my account w MOHELA. I understand XXXX ( which I am enrolled ) require XXXX payments for forgiveness. According to my own records, and an email from MOHELA my payments began in XX/XX/XXXX, and no month was ever skipped even during XXXX. Date Loan servicer Total payments XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX fed loans XXXX XXXX ( Current ) MOHELA XXXX TOTAL TO DATE XXXX MOHELA XXXX XXXX XXXX XXXX XXXX This is a problem

Company Response: Company believes it acted appropriately as authorized by contract or law

State: OH

Zip: 45801

Submitted Via: Web

Date Sent: 2023-10-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.