MOHELA Avis 119

If I could give a 0, I would. Every time I need to access my account they move to another platform in which I am forced to try to access my account, except I am unable to because somehow they can't recognize any of my information. This happens EVERY SINGLE TIME. The real kicker? I called their "customer service" number and was told my wait time was 3 HOURS. Ridiculous. I don't have time to call them on the days their automated message says is the "best time to call them" because I am working adult. Wish I could have chose another loan servicer.

Mohela is just as predatory as Navient! WORST customer service EVER IF you can stand the 3 hour wait.

What is happening here! The wait is terrible then only for the agent to have to transfer you to a tier 2 agent them it’s another 4 hour hold! Should they be hiring? Who manages this place and thinks it’s acceptable I’m trying my best to move from this student loan platform If I could rate it at a zero would!

WORST LOAN COMPANY EVER. THOSE HAVING PROBLEMS, CONTACT YOUR LOCAL GOVERNMENT AND FEDERAL GOVERNMENT. I HAVE. THEY NEED TO KNOW ABOUT THIS AND SHUT THEM DOWN!

Daughter has been trying to pay this and each time her payment is rejected. She continues to pay and get rejected.

Yesterday they contacted her to say that she now owes the full amount and they will be charging her the full amount because she has defaulted on the payment.

No one is available to contact. She ends up on hold for 5+ hours each time.

DO NOT get a loan from them. If you have one, alert local governments. They need to know about this company.

Terrible! Automatically switched to this awful student loan servicer and wished I never was! Can’t contact anyone live over the phone EVER, and I never get more than an automated, generic response via their “secure email” feature! I paid off my student loan and they hesitate to send me documentation, a letter, showing this?!?! DO NOT RECOMMEND - SWITCH IF YOU CAN!!!!

Wait 7 hours on hold to be transferred to another department for another 6 hours wait, but ofc offices close at 5

It's pretty sad, when I finally paid off my student loan and over paid with a refund of 613. 56 to be refunded. Since November I have been trying to get this refund back and have spoken with 5 different people and each one has a different story of where my refund is. I have paid more than enough between interest on a daily basis with my loan. Now you are giving me the run around, pretty pathetic. So people make sure you don't over pay cause it's an act of congress to get your money back.

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!!!

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.