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!

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.