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Student Loan Services

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Student Loan Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reporting Mohela Student Loan servicer for bad business practices and negligence in regards to their communication with clients. I believe the company needs to be investigated, their IT and technology audited, and the customer service department examined for their lack of competence. Their practices are inefficient, predatory, and may result in inaccurate information being reported to the credit bureau. The company is currently transitioning their online account management system (Which began on 2/215/23), which is the system that handles all electronic payments, and continues to lie about the planned end date of the transition. We were originally told it would take 2 business weeks **** Currently, the website is still saying I am in a transition phase with no end date in sight. Due to this, we cannot make online payments to our account. The company also could not guarantee that payments made during this time would post to the account on the effective date, with the only way to make a payment being by check via mail. I spoke with a representative on Tuesday, 3/6, whom informed me that their are no payments due at this time, however, that is not stated anywhere on their website, and the representative would not provide anything in writing to corroborate this. ****** also did not make clear how a check mailed for payment could be assigned to the correct account, making me extremely weary of mailing a payment. I also enrolled in auto debit on 2/14, to which I was told it takes up to 3 billing cycles for that to take effect (not listed anywhere on Auto Debit FAQ). Aside from this, I have made my monthly payments to them every single month, on time, (receipt and email confirmation can be provided) and yet, I still receive "past due" notices from the servicer. They also make paying principal and interest payments extremely confusing by separating the total amounts due each month. I believe Mohela is purposely and maliciously complicating the student loan process.

    • Initial Complaint

      Date:03/04/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently submitted document proving my eligibility for teacher loan forgiveness.The documents that I provided proved the schools that I worked at were on the **** directory.I gave paperwork before giving my final paperwork to have my loan put into teacher forbearance as all of my interest had been paid in full. However, despite putting forth the appropriate comprehensive paperwork, I was dismayed to find that edfinancial has not followed the terms of the forgiveness program. Not only was my paperwork denied, but interest accrued on my loan after it should have remained at the approved forbearance amount.Despite my efforts to resolve this matter, including contacting customer service several times through email and phone. I have received an unsatisfactory response .Furthermore, my complaint to the *************************** (CFB) was acknoweldege by Edfinancials Resolution team but I have not received a final answer within the specified deadline.

    • Initial Complaint

      Date:02/27/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested my student loan payment to be refunded during the pandemic. My service provider ****** applied the incorrect amount to my account. I have been trying to contact a supervisor and have continuously been hung up on and they do not call back. Below is my account discrepancy info Sept 2022 -Account balance: $13,887.82 -Requested refund Oct 2022 -Received six payments of $349.33 ($2095.98)-Account balance: $15,983.80 Feb 2023 -received check from education department for $7,685.26 -Account balance increase to $27,002.57. This is a discrepancy of $3,333.51 between the refund I received and amount my balance increased. I have screen shots of my account balances if needed

    • Initial Complaint

      Date:02/22/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They are sending me bills for student loan with my name and address wrong ss number wrong birth date. From 2016 I never had loans then they refuse to send copies of promasy note account info or let talk to some one incharge. I just bought this house 6 months ago could not have signed ***** in 2016 with this info. Nor have I lived or went to school in *******. Like I said no proof of any promise note signed where the said money was sent just keep threatening my credit. I'm very concerned about this fraud I will be filing a police report in the morning and have locked my credit. But it's hard to file any claims when they don't send me any info just keep sending threading letters. It's not a large amount of money so I feel like there trying to intimate me into paying a loan that either doesn't exist or is not mine fed deptment of education says advantage has my loan from2006 that's the only time I attempted to further my education

    • Initial Complaint

      Date:02/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Mohela increased my student loan payment to $623.68 from $452.25( determined by the SAVE plan).1. On December 16, I received a notice from the SAVE plan that I was due to pay $452.25 per month, effective January ****, for 12 months.2. On December 17, ****** sent a new notice stating that I was due to pay $623.68, effective January ****, for 12 months.3. During Christmas I called Mohela customer service number and discussed the issue with the agent. The Mohela agent said I should pay $623.68 in January and $452.25 starting in February ****. The Mohela agent also stated that I should receive another notice regarding the adjustment. I paid $623.68 in January ****.4. However, ****** billed me for February on January 14, ****, for the same increase of $623.68. I didn't receive any adjustment notifications.5. I emailed ****** on 14th January **** stating the same issue and asking ****** why the amount was increased. No response. I then resent an email on February 9, ****, telling ****** that $623.68 was too high for me. They should change the $452.25 amount back as determined by the SAVE plan. Again ****** did not respond.My question is: when will Mohela change the amount back to $452.25? I can't afford to pay $623.68.Thank you BBB. *******************

    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a student loan with advantage. I have called for over six months to try and get a reasonable payment. I have done everything they have said to do including consolidating and my payment is even higher. The consolidation was completed in Oct. I called today and was told it was not completed correctly and they now have to detangle the consolidation and start over. It will take another 3+ months missing the April consolidation cut off. Which means the 10+ years and money that I have already paid in will not count for the one time readjustment. Why is this my fault I followed all the directions they told me to take and they screwed up. I also called in Dec and was asking for assistance and the guy was no help and did not let me know that everything had to be redone. This could have been restarted two month ago when I called back in Dec. so now all the forward progress I made in the last 10 year was for not because they gave out miss information and cant do anything about missing the April consultation cut off. This is not right.

    • Initial Complaint

      Date:12/17/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 2, 2023, I paid off my parent plus loan balance. Payment was never applied to my account. I called and spoke with EdFinancial and they said to send them an email and a copy of the cashed check. I uploaded a copy of the check they cashed with all of the information they requested over 3 weeks ago. The payoff has still not been applied to our account and now a december payment is due in 8 days and they have added more interest. The call volume is so high at EdFinancial that no one answers the phone. We realized that we even overpaid the payoff amount by over $200 and they owe us a refund. EdFinancial took our money and cashed it and now we have no way to get a hold of them to fix it because they do not answer the phone, or they put us on hold forever, only to be disconnected.

    • Initial Complaint

      Date:10/31/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is *********************. I am writing to you today because I am having difficulties resolving an issue with my student loan provider. Back in May of 2023, the Federal Student Aide website notified me that my student loan was going to be transferred from NelNet to EdFinancial Services. Before my student loan of $8,301.00 was transferred to EdFinancial services, I decided to pay off all my student loans with current NelNet provider on June 6th, 2023. It was only a month later that I saw that EdFinancial services had me as still owing them the original student loan amount of $8,301.00 (Account #***********. I sent them multiple emails through their website but they never got back to me. And now EdFinancial Services is starting to charge me Unpaid Interest of $71.60 on a student loan I already paid off through NelNet. All I want is for EdFinancial services to report that I do not owe any student loans and current balance is set to $0 since I already paid off my $8,301.00 student loan before transfer.

    • Initial Complaint

      Date:10/11/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Nelnet is impossible to reach, the billing system is incoherent and shows wrong information. They are terrible. See attached. Payment is due 11/10/2023 but look at the indidbidial loans showing due date of 10/10/2023. Unable to make a payment and which date is it?

    • Initial Complaint

      Date:08/21/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      mohela FSA Fedloan not crediting pslf covid and other credit to loan wrong number of payments not refunding due money not properly crediting loans for borrower defense first borrower defense app 2016 2 schools numerous apps since then claim they dont have first ********************* second ************************************ calls emails chats no resolution falsehoods and excuses

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