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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.

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    • 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

    • 4,034 total complaints in the last 3 years.
    • 1,414 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:05/20/2025

      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 graduated in May 2024 and have been in an administrative forbearance since then. I was told to call every 2 months to re-instate the forbearance. In December 2024, I noticed I had been accruing interest. The woman I spoke with at that time said that that was an error and that a ticket would be submitted to remove the interest that had accrued and transitioned me specifically into the SAVE forbearance that she said had 0% interest. As of May 2, I received a bill in the mail to start payments. However, the bill has accrued almost ****** of interest, has me on the standard repayment plan, and has a monthly payment of ~$1800, while on Mohela it is stated as ~$1200, and when I call Mohela states the monthly payment is ~$5000!!! I called Mohela on 5/15 and spent 2.5 hours on the phone before the call dropped waiting for my issue to be "escalated" since the woman I initially spoke with said I only had a balance of $6827.95 on my account which is incorrect and couldn't locate any other loans. On 5/16, I called back again and was escalated again, but waited over 4 hours on hold before I had to get off to go to work, with no option of someone calling me back. On 5/20, I called again and the woman stated I do not have a balance due June 1 despite receiving multiple bills of varying payment amounts and escalated me again, to which I waited on hold for an additional 4 hours despite being told it would be an hour and a half or less. I need the interest removed from my account. I need someone competent handling my loans that can keep track of my balance and bill me appropriately. And I need to be able to contact my student loan servicer.

      Business Response

      Date: 05/21/2025

      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:05/20/2025

      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 was notified November 9, 2024 that my federal student loans through the ************** Loan Forgiveness Act were forgiven and that MOHELA was to refund me $3700.97 for over payment. Mohela advises that I would be receiving a refund check through the ************************* and that it should take between ***** days. It is now May 20, 2025 and there has been no repayment. I contacted the ************* of Education and confirmed my loans are all paid off in full on May 20, 2025. I was told to contact the ************************* to which I did on 5/20/2025 and the ******************* advised that they had not received a request from MOHELA for reimbursement it has been 192 days. I have been on hold with MOHELA for over 3 hours and still no resolve. I dont know what to do can you please help me.

      Business Response

      Date: 05/21/2025

      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:05/19/2025

      Type:Service or Repair 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 am a federal student loan borrower approved for a VA employer-sponsored loan repayment program. This program requires loan verification (LV) forms to be signed by my loan servicer, MOHELA. I uploaded the required 11-page LV forms to the MOHELA portal on 4/02/25.Since then, I have made multiple attempts to confirm receipt and obtain the signed forms. On 4/23/25, I contacted MOHELA and was told by an advanced agent the forms would be mailed that day. I received nothing. On 5/01/25, another advanced agent tried to upload the signed forms via MOHELA's secure message system, but the file was too large. I was again told the forms would be mailed and would arrive in 35 business days. I received nothing.I called again on 5/12/25 and was told the documents would be sent via "expedited" mail and to call back if not received by 5/19/25. Today is 5/19/25, and I have still received nothing. I called MOHELA again today and was transferred to the Supervisor line, but instead of reaching anyone, I was disconnected before being able to select any option from the automated ********* date, I have made 6 documented calls totaling 997 minutes (~16 hours) of hold time, with NO RESOLUTION. The excessive wait times, inconsistent information, and repeated failure to deliver the signed documents in a timely manner have delayed my ability to participate in the VA employer-sponsored loan repayment program. These signed forms are essential to proceed, and I have no other means of obtaining them without MOHELAs cooperation. I am requesting immediate resolution, signed document delivery, and an explanation for the repeated failures in MOHELA's service and communication.

      Business Response

      Date: 05/20/2025

      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: 05/28/2025

      Complaint: 23351699

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

      MOHELA has NOT sent a written response to, and/or spoken directly with me to address the issues raised in this complaint.

      MOHELA has NOT responded to my concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days.

      I have received no communication of any form from MOHELA. It has been 6 business days since MOHELA has responded to this complaint on 5/21/25. No resolution has been provided by MOHELA. 

      Signed,

      **** ******

      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. 

    • Initial Complaint

      Date:05/19/2025

      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 student loans were placed into forbearance (not by request), and the payments I have been making have pushed my due date out to over one year, instead of tackling 100% principal. Over 1 year, I have made payments of $500 per month. I am requesting my principal be lowered by the exact amount of money I have paid during forbearance. Never once was I asked, nor did I request, my payments to push out my due date after forbearance. I am also formally questing Mohela to return my phone call at the number provided, to speak about my loans. I have spent many, many hours on hole, and only once was I able to speak to a representative, and my call was mysteriously cut off when I asked difficult questions about my loan status.

      Business Response

      Date: 05/20/2025

      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. 

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair 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.
      When calling Mohela, they never answer the phone. I am on hold for over and hour and still no representative. I continue to hear hold music and no answer.

      Business Response

      Date: 05/20/2025

      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. 

    • Initial Complaint

      Date:05/19/2025

      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.
      There is difficulty with contacting Mohela the federal student loan servicer. I currently have approximately $ ******* in student loan debt. I was on the SAVE plan prior to the government transferring my loans to forbearance. Recently, my loans began accruing interest. When I looked at the interest rates on Mohela's website, there were discrepancies between the interest rates listed on ************** and Mohela's website. When I called for clarification, I was put on hold for 4 hours. After the call was dropped, I was put on hold for another estimated 2.5 hours. I would like to pay my loans back in the most efficient manner but it is hard to figure out a plan when the target keeps moving and there is no one to speak with regarding the issue- in the meantime, my loans continue to accrue and extreme amount of interest.

      Business Response

      Date: 05/20/2025

      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. 

    • Initial Complaint

      Date:05/19/2025

      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 federal student loans have been discharged by the Department of Education, and I have been instructed not to pay on them. The notice was sent to my original loan holder, however, Mohela only says they can't do anything as they haven't received the notice themselves. Mohela has reported the loans as past due causing my credit to drop by 94 points.

      Business Response

      Date: 05/20/2025

      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. 

    • Initial Complaint

      Date:05/17/2025

      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 am not liable for this Debt with Mohela. I do not have a contract with Mohela . They did not provide with the original contract .

      Business Response

      Date: 05/19/2025

      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:05/17/2025

      Type:Service or Repair 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 received a letter from mohela on 12/20/25 stating my loans were in forbearance and my interest was set to 0%. Every month since I am still accruing interest at *****%. I emailed them, filed a complaint with them 2 months ago with no response. I finally called them waiting 3 hours on the phone. They stated they would back track the interest and reset it to 0 moving forward and would send me a confirmation email and letter. It has now been over a month and I am still accruing interest, there is no back log and have not received any email or letter from them.

      Business Response

      Date: 05/19/2025

      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:05/17/2025

      Type:Sales and Advertising 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 student loans through MOHELA that were automatically put into deferment in 2020. Previous to that I paid all monthly bills from them on time 100 percent. My issues are:When my deferment was over I received no notice. Before I even received notice they had placed a notice to credit bureaus that I was late. As soon as I received the notice that payment was past due ( first notice I received) I placed a call to them. When I indicated on the auto call tree I wanted to speak to someone the message said the wait was more than 4 hours. I work and couldnt wait. I tried calling 6 more times with the same result. Not knowing what to do I sent in a request for short term deferment via mail so I could fix this without continued hit and on my credit. I never heard anything and continued to call with the same result. In March I filled out another deferment request since I still could not speak to anyone, nor could I pay the cumulative balance that had accrued without any notice. This time I sent the deferment request via mail, but with tracking and signature required. My request was granted which meant I did not have a balance, nor back payments owed. My account was made current, and having made on time payment since the account issue was addressed. Due to lack of communication and notice that my loan was due and inability to speak to someone for months I am requesting the 2 late payment notifications be taken off all credit reporting agencies. I am aware that the lack of notification and inability to speak to a MOHELA representative was a large issue for many, not an isolated event. Thank you for your consideration.

      Business Response

      Date: 05/19/2025

      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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