MOHELA Reviews 

I have student loads through Mohela. My account was labeled as entering repayment even though I am still a full time student. I assume this happened because my graduation date was pushed back a year and I am in my final year of school. I submitted all the required documentation and forms to have my account placed on in school deferment again back in May and am still having to call them at least once a month to resolve it. Every single time I call I am placed on hold for over an hour and a half. Sometimes I will just request a call back and of the 6+ times I’ve done that I’ve only received a call back once. They have wasted 40+ hours of my life being on hold (currently I’ve been on hold for over 4 hours this time). I have parent plus loans through a different provider and this issue was resolved without ever having to call back in May when I started this (took about 5 minutes of work). I’ve called before and spent hours on hold just for the hold music to stop and I get sent directly to a survey. In December they finally seemingly approved my in-school deferment request but then 3 weeks later I logged on and saw that may loans had gone back into repayment with no notification and were due today. Have been on the phone for 3x their “estimated wait time” after about an hour and a half I talked to someone and they said I needed “an advanced agent” and was put back on hold and have been for another 2 hours even though the wait time was estimated for 68 minutes. Every 2 minutes (not an exaggeration) they tell me “we understand your time is valuable, if you would like a call back please press one. Otherwise, please stay in the line” which clearly isn’t the case and the call backs don’t work. Why even say these things and the estimates if they aren’t true. The fact that I was assigned to mohela and had no choice in the matter is ridiculous as if we did I’m sure they’d have absolutely no business as they might be the most poorly run company I have ever encountered.

Our autopsy did not take. We got no notice until is was 30 past due. We go online and pay. Payment accept says will post in 3 days. Never posted. Call mohela. Can’t autopsy in overdue. Even though the system accepted it and there was no indication this is the policy. and HORRIBLE customer device.

I would write more to describe just how terrible my experience has been, but I am exhausted after spending lots of calls and tens of hours to try to get customer service on the phone, and then when getting them on the phone, to try to get them to recognize the thousands of dollars that I have paid to them in my balance.
MOHELA HAS CONFIRMED WITH ME MULTIPLE TIMES THAT I HAVE INDEED GIVEN THEM THOUSANDS OF DOLLARS THAT HAVE NOT BEEN ADDED TO MY ACCOUNT AND DEDUCTED FROM MY BALANCE. And they continue to charge me interest on this amount. I have been trying to get this resolved for almost a year now.
If anyone has information on how to sue or join a class-action lawsuit, please let me know.

Dear mohela Customer Service,

I am writing to express my deep dissatisfaction with the service I have received from your company. I recently had a phone conversation with one of your representatives, and I was extremely disappointed with the outcome.

I have been with Navient for over 3 years, utilizing auto-pay without issue. However, after transferring my loan to your company just a month ago, I encountered a problem with my auto-pay setup. I have been told conflicting information, with one representative stating that I called on 9/20 to make a payment but cancel auto-pay—something I have never requested or authorized.

I have a long history of making on-time payments and even overpaid to help ensure a smooth transition to your company. However, I am now unable to access my auto-pay settings online, and the representative I spoke with could not offer a solution over the phone, though she was happy to accept a payment.

If this is an example of your customer service, I am deeply concerned about continuing my relationship with your company. I am requesting immediate assistance in properly setting up my auto-pay, as this is critical for the timely management of my loan.

Please treat this matter as urgent and ensure that I receive the necessary help to resolve this issue as quickly as possible.

Thank you for your prompt attention to this matter.

Sincerely,

One star only because you can't give zero. Company is absolute trash. I get an error message when I try to retrieve my user ID to access the website claiming they have no email address on file for me, except that you need an email address to register for a user ID. Tried calling customer service only to encounter an 84 minute wait time. It is absolute bull crap that my tax dollars are going to these clowns. Incompetent and buffoonish. How these clowns got a federal contract is beyond me, clearly a result of corruption and backroom deals.

Just about impossible to reach anyone from Mohela. The phone system is a loophole of ridiculous confusion and it's a small miracle to actually speak to a live person. Their "call back" feature? Yeah... they don't call back. They've turned OFF their feature to send messages on their website. Is this even legaL??? I can't believe this is the system we have when dealing with hundreds of thousands of dollars in student loans. THIS IS PEOPLE'S LIVES!!! LAWSUIT!!!!!

Just to add the everyone else's misery. Mohela is now just... stopped. We're all in limbo. Incompetence and pressure from political forces in that red, red state worry me. I'm in SAVE, anyway, but no idea when or if that even matters (like, if Trump wins). It's all a dysfunctional shambles, and it sure isn't Biden's fault. Obama created a system that worked really well for me, Biden expanded to make it more helpful, Republican-leaning courts have made chaos. Vote!!!

I’m trying to make a payment by phone and it won’t let me. I Stayed on hold for an hour before hanging up without being helped.

Additionally, if I don’t give permission to place my loan in a forbearance status, it shouldn’t be allowed to happen. If I can’t pay, I’ll let you know, but trying to incur interest on a loan being in forbearance without consent is stealing, fraud, greedy, and evil! I’m fed up with the platform switching and is only being done to cause confusion so they have preconceived defense when they are called out for their criminal acts!

Extremely poor company; their customer service is terrible. They created a transition platform issue, then locked me out during the transition process, then sent a link that did not work and put a credit ding on my credit score. This is the absolute worst company. Not to mention, I called and spoke to a girl named Ashley, and she kept saying "unfortunately" as if they had not been the entire cause of the platform transition process issues, and I had to demand to speak to her supervisor, during which I was put on several holds. This is a horrible company.

I am in Public Service and have had my loans since 2012 and have been making payments since then, however, once MOHELA bought my loans my experience has been nothing but confusing and dishonest. According to them I just started paying on my loans and when I attempt to complete an application for SAVE, The Public Service Loan Forgiveness program, they advise me Im not qualified to consolidate my loans and to continue making payments. I received an email saying one of my loans was paid off, however, not only does my balance not show that my loan balance his higher.

If I could sue this company I would. I was quoted that my payment would $218.00 under the SAVE plan but that it wouldn’t be able to process until it had been six months after graduation. I called at that point and was assured that all was well and I would begin my $218 payments in June. Imagine my surprise to get a $540 bill. I called, waited for over an hour, but was assured that this was a clerical error as only half of my loans had been placed on SAVE. They gave me a two month forbearance to let it “catch up” with all my loans transferred to SAVE. The next month, I got the same bill and went through an identical process of solving the problem. They were apologetic and assured me that it would be right this time. Well it is September now and I’ve heard nothing so I called, again waiting for about an hour, only to be told that, oops, they still hadn’t transferred half, and now because of whatever is happening in the courts, they can’t. So due to their (multiple time) error, I have to pay more than twice what I was quoted, for the next 10 years. I demanded to speak to a supervisor, and was put on hold, with the initial operator coming through at two-minute intervals asking me to keep holding. FINALLY she tells me she’s connecting me, and it is to a voicemail stating that they will call me back. I won’t hold my breath, and this company can’t undo this for me. I have to come up with an additional $320 a month because they didn’t make a simple adjustment when they still could.

I made a payment to one of my student loans to pay it off. The following week, they announce they were changing platforms. I just got a statement in the mail that not only does not reflect the payoff but shows even higher balances than before. On the old and new sites, they show no history of your loans. Their customer service is beyond incompetent and wait times for 30+minutes.

Mohela has gone months without updating the credit reporting agencies which is adversely impacting all of us with student ed loans. Reinstate monthly CRA updates for the sake of our FICO scores!!! We are heading into the Christmas shopping season and you are unintentionally harming credit scores by failing to report the proper balances and payments remitted on time. Correct this oversight swiftly for God's sake!

I love how it says a 1.4 rating, yet 100% of the reviews are 1 star. Seems about right for these fvckers.

Every month there's something new. They stop my auto pay, they change it whenever they feel, they don’t alert you about it or tell you why. They put you into programs you don’t ask. My loan was put in forbearance with out my permission. It honestly feels like if you're trying to make payments over the minimum, they purposely mess with your loan to make you accrue more interest. Its easily the worst loan servicer I've ever had. You cant even set up you own auto pay because the website is so awful. Go ANYWHERE else!

This company sucks. Their website is not user-friendly. I get kicked out almost every month. When I attempt to reset my password, I get an error message saying I haven't an account. So done! I would love to have my loan serviced by any other company!

My recent experience with MOHELA has been nothing short of frustrating and disappointing. The representatives appear to have no clear understanding of their jobs, often providing confusing and contradictory information. Each interaction leaves me more confused and frustrated than before.

One of the most glaring issues is the complete unavailability of supervisors. Despite numerous attempts to speak with a supervisor to resolve my issues, I have never been able to get one on the phone. This lack of accessibility and accountability is unacceptable and only adds to the frustration.

The communication from MOHELA is equally poor. I have received letters that are difficult to understand and often make no sense in the context of my situation. For weeks now, I have been waiting for a reaffirmation confirmation to submit to my school, but I have been unable to get it. The representatives I have spoken to seem to have no clue about the status of my request or how to expedite it.

The entire system appears to be in dire need of proper training. The lack of knowledge and customer service skills among the representatives is shocking. However, the supervisors and managers are even worse, as they do not answer phones or return calls. This lack of responsiveness and professionalism is unacceptable for an organization that handles such important matters.

My experience with MOHELA has been a nightmare. The representatives are untrained and unhelpful, the supervisors are unreachable, and the overall communication is abysmal. This organization needs to implement significant improvements in training and customer service to effectively support its clients. Call is place every week is really tiring.

Instead of answering a message I sent them, they deleted my whole account.

They send these boiler plate letters that don’t make any sense and then it’s nearly impossible to reach anyone for clarification. Their automated system is absolutely garbage. Sometimes they allow a callback number and sometimes they don’t. I just went through the entire numerical process to only be sent through three times on a loop, get it together Mohela.

I notified MOHELA, I keep receiving the mail for the person who is an "attempt unkown" at my address. MOHELA's attitude was they don't give AF!