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

Customer Complaints Summary

4,028 total complaints in the last 3 years.
1,408 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.

Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 placed student loan borrowers in an impossible position where they force us to call almost every month to be placed on hold for hours at a time with no resolution. I have been placed on the SAVE plan processing forebearance multiple times erroneously when I should be on the administrative forebearance that is clearly listed all over the Federal Student Aid website and even in MOHELAs phone prompts. Every time I would call in the first few months I would speak to an advanced agent who tells me I will be put back on the processing forbearance and accrue interest. This was NOT the correct thing to do. I finally did my own research and caught on to the administrative forebearance. I specifically told the last agent I spoke to on April 4th, 2025 to put me in the right forebearance. They assured me it would be taken care of in 10 business days. It was never done. I am still accruing interest and show that I have a bill due on 6/21/25. I called back again only to be transferred to a dead line and told I have to wait up to 2 business days for someone to call me back. Two days is ridiculous as a working professional. I am a resident doctor working ***** hours per week and I unfortunately cannot be sitting next to my phone hoping for a call back.
Business Response
Date: 05/27/2025
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:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 had a federal student loan that was transferred to Mohela. They seem to have incorrect information about my loan and I cannot speak, email, or communicate at all with anyone from Mohela. They keep sending me letters in the mail but I cannot create an account (maybe due to incorrect info). They are saying my loan in in default but I'm happy to resume payments. I just cannot in any way. It is now starting to impact my credit score. This has been going on for months. For months, I cannot get a hold of anyone at Mohela. They don't even have an email that they respond to. Is this how our govt is now treating students? Really wish I studied abroad.
Business Response
Date: 05/27/2025
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:05/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 had paid off my Student lobe with mohela and the auto draft came out after the payoff and I was issued a refund but never received any money in my account and I have been calling for the past 8-9 months and getting no where.
Business Response
Date: 05/27/2025
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: 06/02/2025
Complaint: 23376672

I have reviewed the business' response and am rejecting it because: they havent reached out to me. I still havent seen any money and it has been almost a full year sense the refund had been issued and they say it should take up to 90 business days.

Sincerely,

*** ******
Business Response
Date: 06/04/2025
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:05/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 had made on time payments with confirmation numbers from Mohela. They never withdrew the payments from my bank. I would call them and there were wait times of over 4 hours. I continued to make online and phone payments which were never withdrawn from my account. ********************** then marked my account delinquent affecting my credit score dramatically. I have several confirmation emails from Mohela for the payments. When I checked my bank those months the payments were marked "pending" but never withdrawn. I have been paying my student loans for over 15 years and never had a problem until the fall of 2024. I need this resolved and removed from my credit report.
Business Response
Date: 05/27/2025
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:05/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 Was my Student Loan provider. In November or 2024, I my loans were forgiven under the Federal Student Loan Forgiveness Program as I was a Firefighter for 39 years. There was an overpayment of approximately $1900. Which was suppose to be returned to me with 120 days. These funds have not been returned too and I have been unable to contact anyone about these funds as all you get is the push button run around. I talked to the **** of Education and they stated that until the MOHELA releases the funds there is nothing that they or the Treasury ****. can do. They gave me a number to call but again it is the push button run around. The one time I did get through to them it was a 5 hour wait that would have happened at around 1:00 am so I am not sure anyone was even there. All I want is my money returned.
Business Response
Date: 05/27/2025
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: 06/09/2025
I received a phone call from MOHELA on May 29 stating that they were processing the account and that the **** of Treasury would be issuing a check in the next 5-10 business days. They also stated that they would be issuing a letter to me stating the same. I have not received either of these and it has been past 10 business days. The only thing that I have noticed is that the negative figures on my account that showed the refund amount have been zeroed out and the account closed.

Business Response
Date: 06/10/2025
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: 06/10/2025
Again this consumer provided an explanation but their time frame has not been met and the letter to affirm this has not been receieved.
Initial Complaint
Date:05/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 graduated graduate school in the summer of 2024. At that time I applied for an IDR plan and that was when I was placed into an administrative forbearance (because of the court proceedings) with ****** (my original loan service). I then consolidated my loans and applied for **** and was switched to MOHELA. After switching to MOHELA, they have never placed me back into administrative forbearance. In fact, they refuse to do so even though my application was never and cant be processed yet. Instead, they only will put me on a processing forbearance and say that I need to pay the >$3,000 monthly payment that they are billing me for. When I bring up the fact that I still have an application that hasnt been processed because of the court proceedings they state that they can see that but that I have to pay full price or repeatedly call every 60 days to request a processing forbearance with accrued interest even thought the court injunction is completely out of my control. So now, Im stuck with a large loan accruing interest and a monthly payment that theres no way I can afford with a loan company who refuses to apply an administrative forbearance. I believe this is illegal because theres nothing I can do about the government and the court proceedings and everyone whos suppose to be in my situation was suppose to be placed into an administrative forbearance. Ive called many times and even try to talk to a specialist but can never get in touch with a specialist because the wait is like 5 hours long and then the line will go dead. Since graduating Ive accrued a lot of money in interest when I was supposed to have zero interest accrue (which is exactly what happened before I was forced to change loan services from ******). MOHELA is illegally charging me interest and I would appreciate if someone would look into this. If theres any way I could switch back to ****** I definitely would because MOHELA has been horrible.
Business Response
Date: 05/27/2025
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:05/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 turned my account over to credit reporting not once but twice claiming the account was deliquent despite the balance being paid in full the second time. I had to wait 3 hours on two separate occasions to speak with someone and when I did, they were useless and argumentative. They were borderline hostile because they lacked any basic knowledge and understanding of what they were doing. Shockingly unhelpful.
Business Response
Date: 05/27/2025
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: 05/29/2025
Complaint: 23373089

I have reviewed the business' response and am rejecting it because: This does not resolve anything. Sending a message does nothing. After giving you $10,000 I expected better.

Sincerely,

****** *****
Business Response
Date: 05/29/2025
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: 05/30/2025
MOHELA tanked my credit score by over 250 points by submitting a late notice to credit agencies not once, but twice within 14 days in april. I have paid everything back in full and yet, it still does not reflect paid in full with credit agencies despite being outside the ***** days MOHELA said it would take.
Initial Complaint
Date:05/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.
Business Response
Date: 05/23/2025
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:05/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 trying to pay my student loan payment through this company for the last 30 days since they issued my billing for a trade school I attended. From the get-go billing has been an issue because the trade School as well as Mohela are not on the same page in terms of paperwork and contract arrangements not to mention it is almost impossible to get in contact with any representation of Mohela, in fact, I dont even know if this is an actual company or a scam. Their customer service line is a loophole of keypad options that lead you right back to the main menu they do not have a company email.All of their phone numbers take you back to the same automated system. Mohela is truly a shadow company. I have never spoken to a representative. They do not send emails or communicate properly whatsoever. My belief is that they are in fact, not accepting payments so that they can receive it through federal garnishment. My hope is that if this company is legit, the representatives can be reached so I can settle my account and not be penalized or have my income garnished.
Business Response
Date: 05/23/2025
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: 06/04/2025
Complaint: 23367253

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

They have not reached out to me since I filed the complaint by phone, mail or address. I have received nothing, while my bill and the penalties continue to grow. This is ridiculous to have to go through this process just to get in contact with someone so I can PAY MY BILL!

Sincerely,

******* ******
Business Response
Date: 06/05/2025
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:05/22/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 previously reported Mohela for improperly withdrawing money from my account and not refunding it. I made several calls with requests to be reimbursed but was denied incorrectly. This was escalated and I filed complaints to the BBB, CFPB, and **** of education (Case # ********). I received and email from Mohela on 9/23/24 stating I would be refunded and expect to see a check from the ********************** within 90 business days. I never received the check. I called Mohela to follow up, now being May 2025 and they stated a check was issued in October of 2024. There was never a check issued, and I still have not received my refund.
Business Response
Date: 05/23/2025
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: 06/02/2025
Better Business Bureau:

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

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

MOHELA is NOT a BBB Accredited Business.