MOHELA Reviews 

Wait times have been anywhere between 25 minutes - 6 hours each time I call with no call back option. I've called 5 times regarding the same issue and can't get a hold of someone.

It is unacceptable to be on hold for 4 plus hours, with no representative answering, or even worse disconnects the call after being on hold for several hours. I've tried calling multiple times and same thing on hold 4 hours plus. I have important life decisions to make based on these loans that have met the criteria for student loan forgiveness based on my 120 payments that have been fulfilled. I can't just wait on hold for hour and hours a day to try and connect with someone. This is not right. I wouldn't even rate a one, but I had to put something. It isn't just one date of experience it's multiple days without getting a hold of someone.

Do your job that my tax dollars are going to you. If I could, I would fire everyone of you. Wait times for 3 hours, nothing except that I had not paid anything since January: which is strange since my check to Mohela for $125.00 cleared my checking account in March. I wonder how that could have happened? Next call: 2 and 1/2 hours, left message to call me back: and guess what, nothing again. Third call, nothing again. No wonder you are being investigated. Pure incompetence. My loan was deposited into my account August 2002. I’m 75 years old and working two jobs to try and make ends meet.

It is near impossible to speak to a human being with this company (a company which my federal student loans were sold to without my having any choice in it). I have been on hold for well over an hour today, after the automated system gave me an estimated wait time of 35 minutes. The last time I needed to speak with a customer service representative with this company, I spent well over 6 hours trying to do so.

For at least a year now, any time I’ve needed to contact Mohela regarding my account - a message that plays on their automated menu is “we are experiencing high call volumes” - the answer to that is simple: HIRE MORE EMPLOYEES TO TAKE PHONE CALLS!

A company that deals with a facet of people’s finances should not be legally allowed to be this inaccessible to their customers. Situations that arise, and customers being unable to get ahold of you all, has real consequences on people’s financial situations. The federal government needs to shut this company down and fix the mess it created for borrowers forced into becoming customers of this ‘business.’ Beyond unacceptable and, in my opinion, borderline criminal.

I've been locked out of my account for several weeks, because suddenly my credentials are no longer working. One day I waited on hold for 7 hours, only to be suddenly disconnected. This morning, it said the wait time was just 1 hour and 15 minutes, but I could get a call back "in the order the call was received" Great, right? Wrong, after waiting 1 hour and 40 minutes, I decided to call back and wait. So now I am on hold, with a wait time of (supposedly) of 2 1/2 hours. And still no call back on the first call and it's been 2 1/2 hours since I called the first time this morning. The gov. should definitely revoke this company from servicing student loans. With all the money they make, they certainly could hired more people for customer service. I wonder how much the CEO makes? How do these people sleep at night?

I’ve called over 9 times since the IDR forbearance went into effect about the same problem. They have an error in their system that keeps taking my loans out of forbearance and then charging me interest. They solve the problem and then it magically happens again and again. Every time I call even if it’s 8 am, it’s a 3 hour wait time. They’re impossible to reach about important issues. This company should have its federal contract terminated and be fined.

I’ve never been so frustrated with a company in my life. I’ve been waiting for a refund since November, and here we are months later with absolutely no resolution. The website is a complete mess, and I can’t get ahold of anyone—phone calls go unanswered for HOURS, emails are ignored, and I can’t even get the help I need through their supposed "customer service" portal.

The wait times alone are outrageous. I’ve spent over THREE HOURS on hold multiple times, only to be disconnected or hung up on. It's beyond unprofessional. How a company like this continues to operate without any accountability is baffling.

At this point, I have no faith that they will ever resolve my issue. This is not just bad customer service; it’s borderline neglect. I would highly recommend avoiding this company at all costs if you don’t want to deal with endless frustration and disappointment.

I’m seriously considering filing a complaint with the Attorney General's office at this point because this level of service is unacceptable. Please, save yourself the headache and look elsewhere for your loan servicing needs.

I am another person who wishes to give a negative number. I have paid Mohela back all of my loans but the site only has part of my payments actually processed (yet they have processed the full amounts of course). I can not get through. StudentAid.gov should not be doing business with this outfit.

Evil parasites that profiteer off of screwing people out of their own tax dollars. Never helpful, always messing up, super long phone waits.

Education in the US is a scam.

Is there a negative star option? I've been trying to contact Mohela since they stopped accepting my payments and payments were being sent back to me 3 months ago. Everyday you call, it's a 2-3 hour wait time, which is unacceptable. I've chosen the "call me back" option numerous times, and nobody ever calls you back. I've tried emailing them, but get an autobot response. I mean....Do you want your $ or not? Anyway, I finally got ahold of a human being at Mohela today, and although she was very nice, she said she can't help me because she is not in that department. Horrible customer service, horrible website (which won't recognize my account credentials) and horrible overall company to deal with. I'm ready to pay off my loan and finally be done with Mohela, just please call me back so I can make that happen!!

If I could do negative five, I would. They are not complying with the federal mandates. 1-They pick and choose which loans they put in deferment for full-time college attendance versus all federal loans 2-They will put you in delinquent status without a single statement or notification despite college attendance 3-They do not mark loans as paid in full even when paid in full. 4-They will re-bill you even after a payment is made, i.e. payment made because of #2 on 2/28 then another bill was generated and due for the same loan on 3/3 despite the original due date being 3/28 for the supposed delinquent amount. 5-Customer service is like playing roulette because one never knows if the representative will know the federal mandates or if you will be either placed on hold because "they are not dealing with you" or hanging up on you because you quote the federal mandates pertaining to federal loans and college attendance. I have had nothing but problems since being forced to change to Mohela as my loan servicing agency. I was not provided a choice. I had to provide a date but that was only one of many because there have been so many I have started keeping screenshots and records.

I’ve been trying to reach a representative at MOHELA since October 2024 without any luck. Now my payments are delinquent and it’s going to impact my credit. It’s absolutely absurd. The U.S. Department of Education needs to terminate their contract with these crooks immediately!

They never sent a renewal notice. They sent a bill in January for $186. I'm on SS and on IDR for 0 $.

My loan was transferred to Mohelia from another servicer in October 2024. When my recertifucation time came in January 2025:: they would not process my IDR paperwork. They kept making excuses that I needed a name change, which was already done with the prior servicer, and also said they could not read the application. (The application only had my and my husband’s signatures which were quite legibile). Then, they told me IDR would increase, I am retired and only on Social Security, have always had a very low pay amount. So, I had to make my fifth call in few days to them and they then told me to ask for a recalculation, which I submitted. Today I see the IDR got approved, but they won’t tell me the amount until the end of April! So I have to make another call to see if they will give me the amount!!! Awful company, I miss my prior servicer!

Mohela is horrible!! I have submitted documents to them several times that shows that I worked for the companies that I provided the public loan forgiveness forms for, and they have still yet to review those documents even after having the information for well over a year now. If they would review the information I have submitted then my student loans would have been forgiven by now because this information covers all the months I had remaining.

If I could give a negative rating I would. Mohela is so incompetent. I have made a number of calls to their toll free number for weeks and have hung on hold for hours without getting the assistance I need. Department of Education how are we suppose to take care of our Mohela business when Mohela won't take care of US!?!
Why hasn't this been addressed with so many of the same complaints with Mohela? Is anyone working for the American citizens (Mohela customers)? Doesn't appear to be the case. With this being the situation please have some mercy for Mohela 'customers'.

Impossible to get anyone on the phone or an email response. My student loans are a mess, payment count has over 10 years of missing payments and only get the runaround from MOHELA.

Mohela is one of the governments many scam agencies, I can completely understand people wanting to see the DOE shut down when their experiences are with federal companies like Mohela and additional entities like the Consumer Financial Protection Bureau (CFPB) only exist to check a box and pretend that they hold these scam agencies accountable when their continuous reply is the same "the company says they are still working to resolve your issue" BS. I have submitted 2 complaints about the same refunds I was supposed to receive from Mohela and this process started back in December 2023. It is now the end of February 2025 and I have not received a penny back for the nearly $1,000 I am owed that they supposedly are still working on even though they reversed those payments in my account 6 months ago. I have now had my loans reconsolidated through AidVantage who also paid the full balance of what was reflected in my Moheal account so now they have been paid twice for payments they reflect as refunded. If it takes you over a year and you still can't figure out how to issue a refund your workers are highly incompetent and you need to be shut down.

A five hour wait on the phone. What the hell. One time I waited an hour then it dropped me. No such thing as customer service and emailing is not an option. It’s like hiding Devin’s the facade of a computer. It’s not like they have an office to visit and nearly impossible to reach via phone. I feel scammed. When you are lucky to reach them, the workers are incompetent pushing you to studentaid services which they will tell you to get hold of your lender. It’s a back and forth dilemma

If I could give no star I would. One of the worst paces to do business. Waiting hours (3 was the longest) to speak with someone only to be transferred and need to wait another few hours. After sending a written request, it took nearly 6 months for them to place my loans in repayment. Because of their incompetence (my loans were finally forgiven), I ultimately overpaid by $8k that I cannot get back!