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Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

Complaints

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

Find a Location

MOHELA has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • MOHELA

      633 Spirit Dr Chesterfield, MO 63005-1243

    • MOHELA

      PO Box 105347 Atlanta, GA 30348-5347

    • MOHELA

      PO Box 91388 Raleigh, NC 27675-1388

    • MOHELA

      PO Box 90639 Raleigh, NC 27675-0639

    • MOHELA

      PO Box 105540 Atlanta, GA 30348-5540

    Customer Complaints Summary

    • 4,028 total complaints in the last 3 years.
    • 1,411 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:06/20/2025

      Type:Billing Issues
      Status:
      Answered
      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 contacted Mohela via telephone on and 6/20/2025 about payments that were mailed on 5/172025 in the amount of ******, 5/31/2025 in the amount of ******, and 6/18/2025 in the amount of ****** that have not been posted to my account yet as of 6/20/2025.The representative stated that they were having a post office issue between May 29 and June 17 where payments were getting returned and asked if the payments had been returned. I told her the payments have not been returned, nor posted to the account. My due date is coming up and I would like these payments posted so that my account does not become past due.I attempted to contact them on 6/17/2025 and was told there was no history of them receiving a payment. I attempted to contact them via the secure email option on the website and received no response.The automated phone system does not provide an option to speak with a representative. There are extended recorded messages at each selection that do not allow you to request to speak with a representative, leaving the customer to try to guess which button to push to speak with a person. Many of the selections give the customer a pre-recorded message and then send them back to the original selection screen. Furthermore, talking to an advanced representative results in a 1-3 hour wait.

      Business Response

      Date: 06/20/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

      Customer Answer

      Date: 06/23/2025

      Complaint: 23495747

      I have reviewed the business' response and am rejecting it because:
       
      I received an automated message that my inquiry would be reviewed, which can take up to 90 business days. This 90 day timeframe for receiving assistance is unacceptable. A company that handles something as important as student loans needs to find a better way to assist customers.


      Sincerely,

      ******** *******

    • Initial Complaint

      Date:06/18/2025

      Type:Billing Issues
      Status:
      Resolved
      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 satisfied my 120 required payments under the ************** Loan Forgiveness program as per the US **** of Education website, however, I am unable to get a representative from MOHELA, (*****************************************) on the phone to discuss it! You bounce around the automation and/or it disconnects you. There is no way to get a live agent to discuss my account and what my next steps are to be forgiven or at least place into forbearance. I received a letter that my payments are to resume in August but I shouldn't have to pay anymore.

      Business Response

      Date: 06/20/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

      Customer Answer

      Date: 06/20/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ****** ******

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 has failed me several times. They have not answered my messages submitted in March or April. They have not processed my IDR application because I am married. It's a joke. Something needs to be done with them. They ignore the borrowers. Give excuses for everything.

      Business Response

      Date: 06/16/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

      I may file another claim if I receive a blanket response with no reference to any information on my account or no course of action. 

      The company has ignored my complaints from March and April. I hope I actually get a response from having to take this step.


      Sincerely,

      ******* ********

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Resolved
      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 mailed a 300 money order payment to my account on 5/22/25 and it is not showing to my account. There is no live representation to speak to and when I sent an email, I was told I already spoke to someone regarding this matter.

      Business Response

      Date: 06/16/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      **** *****

    • Initial Complaint

      Date:06/11/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Never received my PSLF overpayment refund check from Mohela loan services. They said it was mailed out May 6th, 2025. This was a student loan that got forgiven in December so really been waiting since December. Every communication says something different. One person said 7-10 days and last person I talked to said check back in 90 days. It does not take 90 days to go thru the mailing system.

      Business Response

      Date: 06/12/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 loans through MOHELA have been forgiven due to a service related disability in June of 2024. I had made 4 overpayments on 8/5/24 for $339.76, 9/5/25 for $445.95, 10/05/25 for $453.90, and 11/5/25 for $451.53. Each of these payments have "payment reversal" listed next to them for the corresponding dates. I have used multiple variations of contact to both MOHELA and FSA with no results. I would like a refund for my 4 overpayments.

      Business Response

      Date: 06/12/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 been notified beginning 9-25-2024 and continuing that I have made 174 payments out of the 120 payments required for Public Loan Forgiveness. My account number is ************. My loans have been forgiven, however I have been continuously notified that I am owed a refund and that the refund has been transferred to the ***********. I do not believe that is the case or there is some error. I am well beyond the 60 day processing timeframe and the ****** day processing at the ***********. I have received notification twice that my contact information was correct and both times I have indeed confirmed in writing from Mohela that my address/information is correct (I have moved from *************************************** to **********************************************). I have verified all contact information after the move. I am trying to recover the refund owed to me and resent as a check as soon as possible.

      Business Response

      Date: 06/12/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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 is my student loan servicer. I was part of the ************** Loan Forgiveness program. My loans were officially forgiven on 11/3/2024. Because I continued to pay monthly while awaiting forgiveness, I am due a refund. I received a notice from Mohela that a refund was initiated on 11/8/2024 but they needed to confirm my contact information. I called, emailed, and sent a paper form confirming my contact information with no response. I called again and got a hold of someone who said they confirmed my contact information and I should receive my refund within 90 days. It is now June 2025 and I still have not received my refund. Mohela has stopped responding to any secure messages online and when I call I'm either transferred or on hold for hours. I know I'm not the only one with this problem. This is criminal. It has been the most painful process and I want my money back!!!

      Business Response

      Date: 06/12/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

      Customer Answer

      Date: 06/13/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution at this time, provided the business follows up with the actions they have stated they will take.
       
      Sincerely,
      ******* ******

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 contacted Mohela on several occasions regarding a refund that they are to legally issue me because I overpaid on my student loans. I did get them forgiven on 02/17/2025 and the many **** I spoke with said that I would be issued a refund in the amount of $570.36 and it would go back to my original payment method that I had used to pay my student loans. they lied about that, because on 06/10/2025 I called and spoke with a rep, ****** from Mohela who told me that they sent out a physical check to my address on 05/01/2025 for that amount. I NEVER got a physical check. that is a large sum of money that is out there, and they are to issue it back to me. This company keeps pulling me in different directions and not giving me straight answers. I was told that I would get my refund within 90 business days from the date of my letter (02/17/2025) so I would be expecting it around end of June/ beginning of July as direct deposit. I am tired of them jerking me around, transferring me, and not helping me at all. they can easily take my money for student loan payments but when it comes to refunds, it is like pulling teeth. the customer service is terrible and they always say supervisors are not available to speak with, which is a complete lie. please help me reach Mohela at ************ to get my refund.

      Business Response

      Date: 06/11/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Dear Better Business Bureau,I am writing to file a formal complaint against MOHELA regarding a significant delay in receiving a refund for an overpayment on my student loans. According to the notice I received, my student loans were paid in full as of November 1, 2024. However, as of today, June 10, 2025, I have yet to receive the refund for the overpayment in the amount of $13,536.85.I have contacted MOHELA on multiple occasions to request updates on the status of this refund. Each time, I was informed that processing could take 90 to 120 days. This timeframe has long since passed, and I still have not received the refund or any substantive update on when I can expect to receive it.This lack of timely action and communication has caused me significant frustration and concern, especially given the amount of money in question. I am requesting the BBBs assistance in resolving this matter and urging MOHELA to issue the overdue refund promptly.Thank you for your attention to this matter.Sincerely,******* *****

      Business Response

      Date: 06/11/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

      Customer Answer

      Date: 06/12/2025

      Complaint: 23451780

      I have reviewed the business' response and am rejecting it because:

      There is still no clear resolution or response from MOHELA.

      Sincerely,

      ******* *****

      Business Response

      Date: 06/16/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account. 

    MOHELA is NOT a BBB Accredited Business.

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