MOHELAReviews of mohela.com

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.