MOHELA

I enjoying having access to the app to make on time payments. if I am stuck at work, and do not want to log onto my employers computer, I can make payments via the app. This has been helpful with lowering my loans. I hate to see the app as not being an option when so many things are done via Cellphone out of conveniency. The effort should be to continue to support borrowers as they are making re-payments.

Third servicer I’ve had to deal with over the 10 year period I’ve had student loans and it’s the worst. Good luck getting anyone on the phone and when you do, don’t expect them to know anything about anything. They cancelled my auto debit withdraw that I’ve had in place since I first went into repayment, which meant more interest $$ for them. Then I try to pay off a huge portion of my loans and the system applied the wrong amount leading to an overpayment that they will not shift to another loan and have ignored every request I’ve made for them to transfer the balance to another loan or to reimburse me. I got through all this effort to do the right thing and pay off my loans and they won’t update the credit bureaus promptly either. As for the app, the messaging system is not user friendly and shields MOHELA from accountability. For instance, it does not offer a reply option to a message nor does it create a full message chain with dates to properly track correspondence. The app also lacks full transparency for borrowers to understand their loans, interest rates, and payoff dates and options. It’s a shame.

Waiting for over 90 days to get a PSLF certification for an employer that was already a qualifying employer when my loans were with fed loan. Need to resubmit everything since the switch to MOHELA to get qualifying payments. Worst service ever. Get told by one customer service person that it has been approved and to watch for my payments to update. Waited 3 months with no communication. Then got told by another customer service person that my recert was declined. Wouldn’t it be nice to get some kind of notice that it was declined. Terrible communication. Now on my 4th recertification for the same employer and now was told they never received my application when it clearly says processing in the documents received. Messaged again and am told they are reviewing my employer. I sent a complaint to student aid. A month ago student aid sent me a message saying my employer qualifies. Sent another message to MOHELA about what the hold up is with my application. Crickets….. so frustrated with the lack of communication from MOHELA. Fed loan was amazing and always helpful and quick to respond. I have had it with MOHELA.

I kept getting error messages when trying to register a new account or retrieve a forgotten password. The iPhone app was telling me that the information I entered did not match what they had in the system. It didn’t matter whether I use my Social Security number or my account number which I did have. So I had to call, select a bunch of options correctly, wait on hold while listening to an incoming voicemail stating that wait time may be longer than usual because millions of students have started to repay their loans at the same time and then get the customer service representative to understand that I have already tried what she was sending me to go to do by myself. so that function of the app doesn’t work. However, after the customer service representative, fixed it, I was able to do everything and make my payment. It was super easy and user-friendly as a platform.

My payment amount is high for me and I was informed I must make 4 payments of the amount figured for me before I can be considered for more suitable payments. My job helped by sending a payment and I tried to send the amount I was responsible for but the website has a page that tells you if you fail to make the complete payment, they want you to check a box to confirm that the transaction will be reported to the credit bureau and have a negative impact to my credit. I thought it was said we were under a grace period of 12 months but it seems I’m getting mixed messages from both representatives and emails. I don’t want to be non compliant. I ask for help and have found none. This is very frustrating to be treated like this.

I’ve left multiple messages on the messaging system on the app. It states the message will be answered in five business days. However, I’ve only had one message answered and that took over two weeks. All of my other messages have gone unanswered and the one message I did get back was a generic message that did not answer my questions or concerns. I have been put in administrative forbearance without my consent and when I asked to have myself removed from the forbearance on the phone, I spoke with the supervisor after being on the phone with the company for over two hours. She said I would be removed from administrative forbearance within the next week, however that has not happened.

Aside from the fact that student loans are in general predatory and capitalize on the lie that everyone needs to go to college to get ahead in life, Mohela had three years to get its act together and prepare for repayment and they absolutely failed. Since repayment began, Mohela made me sign up for my preexisting auto debit twice. Now, because Mohela is incompetent, my loans are back in forbearance, so no auto debit is coming out, but they are still charging interest. Great way to trick borrowers into paying more money. As for the app itself, many important functions that should be in the app are simply links that open a web browser window. Borrowers who are stuck with this awful company ought to just use the website.

The app is very frustrating. It’s not unusable, but it is confusing to get to different tasks that you may have. It is actually very similar to the website which has a similar problem. Other annoying quirks include that the Face ID does not work consistently and I constantly have to sign in normally even though I have the Face ID set up. Paying for my bill, while doable, is also quite confusing. The Fedloan, website and application were both much more streamlined, so I know what this experience could look like. After switching to this, I would consider a significant downgrade.

First off, I appreciate that you even have an app at all. That it’s a native iOS one is incredible (please don’t switch to a cross platform framework, it degrades user experience). Anyway, the notification bell on the top right which redirects me to your website has a red badge I can never get rid of no matter now many times I tap it. I’d appreciate if this got removed once I viewed the alerts on your website (or better yet if that page was integrated into the app). Thanks!

This app is complete garbage I’ve tried to sign in 40 times with my original password and it would not work. Then I went through the self help over the phone to unlock my account 3 times and tried the temp password 20 times for each new password it sent me. The only thing I get is a error message saying password required. I try to use Face ID but that won’t even work. I’m sick and tired of the system randomly logging me out and not allowing me to log back in. If you can switch your loan to a different loan lender I would highly suggest because this company can’t even get their own software to work correctly.

I see a lot of negative reviews for this app. Now that they have decided to “take it away”? I figured I would write a review. This app is clean, intuitive, and allows financially neurotic individuals like myself to easily find my SL info. Please don’t take this away. I pay everything with apps. It would be a shame to have to log in to a computer to pay my mo payment (I don’t do auto pay).

Whenever I email them I never get a response which results in payment issues. I was having auto debit taking money out and it suddenly stopped. I emailed them to have it begin again and then get a notice that my auto debit had been shut off AFTER I emailed them. Trying to call is impossible because you sit on hold and when you have a job, you cannot sit on hold all day. The least they could do is answer emails and communicate with their customers. I’m trying to pay back my loans, not suspend payments. They are not helpful AT ALL! I wish I had a different loan company because this one constantly drops the ball.

Please bring this thing back. It’s so much easier than having to log onto a website every time I need to make a payment or check information. Four taps on a screen and done. My loan payment is complete. Taking this away from busy people doesn’t make any sense. Please bring it back.

If I could give the a zero, I would. Be prepared to sit on hold for hours and still never reach a customer service rep. If you select a certain order of prompts on their message, it will redirect you to the department of education, which is not who manages my school loans. I was with FedLoan servicing before my loans were automatically transferred to mohela. I’m disgusted with their poor customer service, i should say lack of, and I’ve written a letter to their ombudsman to report my list of grievances. I doubt I will ever get a reply. I swear this company is a facade for some shady business practices.

I love this app because it is very user friendly. I can log in and pay on all of my loans or pick and choose the ones I want to pay more on. I can do it weekly or monthly and I like having those options so I can better manage monthly household bills.

Easy to use, but if I could give a suggestion … I’d recommend showing which loans your “pending payments” are going towards. I like to schedule my payments ahead of time, and when you have multiple loans, it’s hard to remember exactly which loan that payment is going towards. So it would be nice to see that on the app. Everything else seems pretty user friendly.

This company is absolutely horrible.. I am so disappointed in the Federal Education department for allowing such a terrible company takeover student loans. I have never had a good interaction with any of their staff. None of them know what they are talking about. Also good luck getting ahold of anybody… because they didn’t have their stuff together for the beginning of repayment they automatically put me in forbearance which resulted in 3 payments not counting towards my PSLF. This company shouldn’t exist and and hate the federal government for working with them for student loans.

Please do not get rid of the app. This app is extremely helpful for people who are always on the go or who does not have access to the computer. Please keep the app, it makes our lives easier.

Was just told today that Mohela will no longer have an app for us to check our accounts or to make payments through. We will have to log on and go to their website to access our account details and make payments. You would figure with as big of a corporation it is and as many accounts as they service they could make things easier on us and update their app instead of making us have to log on to their website.

Why is this app still in the App Store for download when the discontinued it in March 2024?? Now you have to go to the website and login. A few months back they changed the website and all of my student loan numbers. It created a huge mess with a third party that contributes to my loans which has resulted in loss of payments. Mohela is the worst company to work with, I want Nelnet back!!!! Plus when you call you get different answers from different people when asked the same question.

This is a good app but they want to discontinue it , forcing people to go on the website and pay. I don’t want to, I’m always busy. The website is confusing, I prefer the app since it’s straight forward. It really is easy to manage and pay my bills and also see the overview of where my money goes.

My loan was purchased by MOHELA. Prior to COVID I had set up auto withdrawal with a small additional amount to automatically be paid toward principal so I could try to pay off my loans early without being eaten by the interest. I have had difficulty getting assist setting this up again- I am working extra hours to pay off loans for self and child and can’t be on phone for two hours waiting.

targeting loan payments is not user friendly, and having to send in a certified email first to request NOT to pay ahead is ridiculous! Who wants to pay ahead???!! I would have had this loan payed off if I would have realized how I was paying. I thought it worked the same way as my private loans (which I paid off during COVID). I feel like an idiot for not reading the fine print, I only have myself to blame.. Why would I ever want to spread out 1 monthly payment over 2 years. INSANE!?

I love the MOHELA app. Whoever had my loans before made it hard to know what was left on each loan and the interest amount. MOHELA shows me all of that in a user friendly app that even allows me to easily set up recurring or one time payments, and pay on specific loans. This app should be a model for other companies. Thank you MOHELA!!!

It shows what appears to be messages for me up in the top right corner. I click it and it shows basically messages about different programs but when I exit it says I still have the same number of messages. The notices don’t have a way for me to mark that I have seen them.

I received something in the mail from Mohela, and it says my auto-debit won’t start until January. So I go on the app to try to make my payment (for December), and when I select to confirm the payment, I get this error message saying that I am already signed up for auto-debit and if I confirm this payment, I will be making double payments. Like everything else with MOHELA so far, it is totally confusing and the right hand never seems to know what the left hand it doing!!!!

The app is simple. Yet confusing, you sign up for auto payments. It takes over a month and states then the payment on the current month is past due. Yet making a manual payment states you’re scheduling additional payments. Then the notification of app retirement. You make millions off those working hard in their jobs to pay off debt with outrageous fees and interest and you can’t keep an application up and running? Doesn’t make sense.

There is no way to do anything in the app. The menu gets into a loop and you can’t get out. I changed my bank account before auto pay restarted and the STILL took the funds from the wrong account. They are incompetent to get their payments right. Now I get to try and credit to an account I don’t even have any more to just fix this!!!!! How messed up is this???? If you didn’t know what account to debit, just ask????? If I could give zero stars, I would.

MOHELA may be the most poorly operated financial company in the United States. They’re literally being sued because they’ve handled accounts with such gross negligence. You’re basically on your own to figure everything out, but the good news is the user interface of the app and website look as if they’ve been designed by children. It has been the biggest headache of my life. If you have any opportunity to have another institution handle your loans, do so.

I generally liked the app when I was using it for my private loans through Sofi but recently my federal loans were transferred to Mohela and once that happened I can no longer access the app. I simply get an error (CWA-002) that says since I have two account types I have to access them through the website.

What kind of financial institution doesn’t have an app? The vast majority of any web traffic is app driven. This is an example of a company intentionally making it harder for people to make payments so they can collect interest. Apple should remove the app. Department of Education should have higher standards of who they have process their loans. There should be minimum expectations. I expect an app. I expect to be able to set up auto pay. That’s about all I expect.

I would rate this a zero if I could. The app absolutely won’t let your login I under any circumstances no matter how you go about it, so I came to the reviews to see if anyone was experiencing the same dilemma as me. Lo and behold, it’s a common issue supposedly by calling Mohela. I called and after 15 mins on the phone I was told the reason I’m unable to log into the app is because *surprise* it doesn’t exist. Nothing else she could do for me.

After you understand how it works. The way the app works is really easy. I also really like their customer service because they are always so nice and are very helpful!

I have used a few other apps from loan providers and honestly feel like this is one of the best I’ve seen and used! Very easy to navigate and saves a lot of time when submitting payments! Please don’t get rid of it MOHELA!

So sad to see they are discontinuing this mobile app as it is so easy to use and schedule payments. The website is so much more difficult that I don’t use it.

So far I have been able to do everything I like to do on the desktop version! Works great and easy payment set up.

I was nervous when my loans switched over to this company but it’s been so easy! App is user friendly and my previous payment planned stuck with them. So far so good!

It makes it easy for me to pay off my loan especially when this generation is all on phone, easy to pay off my payments!

The app doesn’t have options to choose to apply payments to interest or principal. Once I pay off the outstanding interest I can’t submit payment to reduce my principal balance. This is another way to rip us off by not giving us the option to reduce our principal so we can pay more interest in the long run. What a shame!

It’s what you would expect from a payment app. The bank account information never gets saved even after you hit “save”. So every time I go to make a payment, I need to fill out all my account information again.

The app is easy to use. Can’t give it 5 because it never uses face recognition even though I always turn it on.

I signed up for auto debit..TWICE! I get confirmation but they don’t actually take the money from the account. Then I get overdue payment notices. I end up having to make manual payments, having to worry about being double charged. I had to switch to this company as a condition of the public loan forgiveness. Not sure why the government would allow a company like this to device their loans.

This is a payment app that fails at making payments because it deletes your bank account information. You have to link your bank account for every payment you want to make. I wonder if this only happens to people who are paying more than they should be paying.

The app is typically always up to date and very secure. Super convenient when I want to make a payment but I’m away from my desktop.

The fact I can pay from my phone and not my computer is so useful. Please don’t get rid of it .

This app is great, WHY would you discontinue the app??!! I’m a modern world why make students go to a website?!!… how will we get payment reminders… no one checks email anymore … this is a BAD move…

Hi, I’m Myrna, please don’t discontinue this application is so useful for me and for many people I know. Is a great tool to have and the website takes forever to load.

It’s so easy on app to the phone . Any where any time you have it and you can just open and work on it very fast and easy.

Received notifications that auto debit was working since payments started back up but also received notifications that I hadn’t paid. Which is it? There is no history to show when payments were supposed to re-start, when a payment was due, if it was missed, or what timeframe a payment applied to.

Communication in detailed has been problematic since Mohela took over my loans. I had to go in search of why my loans were placed on administrative forbearance. The communications I received were just emailing that my loans were under review but for what that was not shared with me. This also was only shared with me via an electric message not written notice detailing why and what type of review.