MOHELAReviews of mohela.com

I will add to the other reviews here. I have been on the phone from abroad, at my expense, for well over an hour. I thought Navient was bad, but this is insanity. And I am trying to make a payment and cannot do so over the site.

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!!!