MOHELA レビュー 122

I waited 2 hours for an Advanced Agent bc regular customer could not handle the request for a simple refund. The Advanced agent named Rick had little personality with no apology that I waited 2 hours when the automated system said my wait time would be 50 minutes which is horrendous enough. I called yesterday as well for an Advanced agent and was told the wait time was 1 hour and 15 minutes. I was getting ready for work so could not wait that whole time. When I asked Rick pointed questions he appeared to be unsure and I am not convinced at all he gave me correct info. It was like speaking with a bot. He had to put me on hold to process my request and seemed agitated that he was required to check in with me every 2 minutes while I had to hold.

You also are not given the option for a manager, supervisor or advanced agent to call you back via the automated. I asked Rick if we got disconnected after waiting 2 hours, can he call me back. He said no, you have to call in again and wait however long you have to wait. UNACCEPTABLE. Then I asked why he could not call me back when the other day I spoke with a manager named Lena who called me about my questions after customer service left her a message. He just repeated the same mantra. Lena was very good and very knowledgable so that was appreciated.

Overall poor service, lackluster personalities, lack of adequate training, hold times that are NOT ACCEPTABLE (and I suspect are long on purpose) and very poor form in delivering proper and informed customer service.

They have the rudest customer service people! When you tell them you can not understand them, they get so hateful!!

Yeah, look at the other reviews. These guys are terrible. I can't believe my Federal loaned was automatically sent to this company who doesn't even possess a BBB accreditation. I later refinanced to a private loan and there was a $1500 discrepancy (meaning increase) on my balance upon the transfer. It has now been 5 months since then and I am told it will be another 6 months before I receive my refund. This doesn't include the increased interest I have been paying on an incorrect balance. However, the hours I have spent on hold to speak with nearly incompetent employees will never be refunded. The lack of care and concern my the "specialized" staff is preposterous. If you have a choice, steer clear of these guys.

I will give 0 stars. I am waiting on a refund of my overpayment. 90 business days as promised is way past and no sight of even a penny. THIEVES LIARS AND CROOKS SCAMMED MY MONEY.

bunch of Thieves and Liars there's no one to talk to

MOHELA is the worst!!!!! I paid off a loan for $844.00 for a specific loan in 04-2025. They reversed the loan payment I paid one year ago and now they are saying I owe them again on a loan that I paid off one year ago.

They make it impossible to get ahold of anyone, waste no time threatening legal over a student loan….. and the least cooperative company. This place has no morals or human decency, I wish the worst for this company frankly

Mohela is the worst. You can never get a hold of them. We're talking 4+ hour waits and that's if they pick up. They will give you a repayment option, you send it, then they deny it and recommend another freeze on your account. I just want to be able to pay my loan and have a plan. I really wish fedloan gave me a better servicer or at least two options. I know I'm not the only person dealing with this

Is it possible to give 0 stars. I'm guessing MOHELA doesn't care since they are a Federal Lender, as evidenced by the lack of ability to communicate with them. They impose their own rules around federal programs like PSLF and IDR but I had no choice. I had three lenders and I was told that to use these programs I had to consolidate. I applied to consolidate and MOHELA was chosen for me. There is no electronic communication ability. They are unresponsive to the contact us options; snail mail and phone, guess how long you are on hold. I started repayment 6 days after I graduated because that is what they told me. I have paid thousands in fewer than 6 months and my balance is unchanged.

These people are scammers they never answer the phone and when they do they tell you they are the wrong person then put you on a 2 hour hold. I took $60,000 and they over charged by $40,000. I can’t get to speak to anyone about this. So dishonest!

I have never been so frustrated with any organization—ever. Six-hour hold times, no call-back option to speak with a specialist, and absolutely abysmal customer service. The representatives who do answer the phone are clearly untrained and lack the knowledge to assist with even basic issues. This is repeated every time I attempt to reach out for assistance.

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.