Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,039 total complaints in the last 3 years.
1,382 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:05/13/2025
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.
May 2024 is when I received a letter stating I was eligible for Borrowers Defense because of the school I attended. I was then in contact with a representative from Mohela stating I didn't need to apply for a refund and that a refund was to come my way. October 2024 I received confirmation of my refund and that it had been approved and will be coming my way. Since then I have not received anything and every time I call Mohela I'm on the phone for 4+ hours waiting for a resolution only yo never receive one. I am bounced around to a supervisor line while inevitably fails to help every time. I have verified my information multiple times and yet no check has been issued.
Business Response
Date: 05/14/2025
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:05/13/2025
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 received public loan forgiveness for my student loans after paying for 10 years. I overpaid over $4000 and it has been 6 months and Mohela hasn't given me my money back after telling me it would take 3 months to receive my check. When I call they tell me they have no information for me. I am worried they are not going to pay me.
Business Response
Date: 05/13/2025
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:05/12/2025
Type:Service or Repair 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 was sent an incorrect form from Mohela on a document for the ********************** Affairs for loan payment verification, the form was incorrectly filled, Ive been on the phone for over 4hrs and spoke to 2 representatives. I was fowarded to the resolution department then disconnected from the call, my issue still is pending.
Business Response
Date: 05/13/2025
MOHELA has received this customers inquiry.
Please be advised that MOHELA 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.
Customer Answer
Date: 05/16/2025
Update on current state. The is issue is still not resolved. I was put through to someone in the resolution department and spoke to one individual who took my information and stated that they would send it to someone to review. This occurred on 5-14-25 (but I had to call the company again). They stated on the call if they needed more information they would call. I left a message with the individual stating that at my work my service is poor and gave times that I would be available (I was told that would be fine). They called at a time I was unavailable, and did not leave a voicemail (5-15-25). they then left an email stating they tried to contact me without any extensions or way to contact someone besides going through the 30-60min wait line AGAIN. On 5-16-26 I called them again at 8AM EST and was put through to the resolution department and was placed on the call back wait list. At 1254PM on 5-15-25 I received a call but when I answered no one was on the other line i waited for a 1minute for a response.
Customer Answer
Date: 05/26/2025
Better Business Bureau:

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

The correct form was filled. The process was extremely long and drawn out. Every attempt to contact someone took between 2 to 4 hours to get through to the second level of customer service. Its took 3-4 total calls. I never physically spoke to their resolution department specialist. It took from 5-1-25 to 5-19-25 to get the official response back. The issue is resolved though.
Sincerely,

******* *****
Initial Complaint
Date:05/12/2025
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.
A payment of $750.36 was debited from my checking account and paid directly to Mohela through Truist automatic bill pay. The funds were debited on 12/6/2024. The confirmation number (WVBXX-04157) was provided to Mohela. Corresponding bank statements were uploaded per Mohela's request as well. As on 5/12/25, the amount has still not been posted to my account. Each time I call directly there is a 3-4 hour wait time followed by an additional 2-3 hour wait time for an "advanced" specialist. I have had to call and speak with someone several times. I was informed that there would be a resolution in 14 business days, yet the money has not been found almost 6 months later. In addition, interest has been accruing at a greater rate because this payment has not been made on their end.
Business Response
Date: 05/13/2025
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:05/12/2025
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.
All of a sudden, my student loan balance went from $63,510.54 on 7/22/23 to $66,673.89 on 1/27/25. When I logged into the US Department of Education's site, it says I've only paid $95 of the $66k loan. I've actually paid thousands. Why did MOHELA all of a sudden remove those payments? MOHELA needs to re-apply them.
Business Response
Date: 05/13/2025
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
I have paid more than $75-95 towards my student loans. Proof is attached. Put all payments back on my account. ********************** is trying to scam me.
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: 06/09/2025
As of today, 6/9/25, my account still shows only $95 of my student loan paid off even though I paid thousands a decade ago.
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.
Initial Complaint
Date:05/12/2025
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.
So, I have student loans that are managed by MOHELA. I am VERY upset because MOHELA apparently placed my loans into forbearance without ever contacting me about it. I never received an email or call from them telling me this. I am part of the ************** Loan Forgiveness program, and it appears that due to their negligence, I have made payments on these loans that may not qualify for forgiveness. I need someone to contact me without giving me a form letter response. I want precise answers to my questions and only that. I don't need a bunch of extra information that does not apply to me. I also need the payments or non-payments made to count toward forgiveness. It is not my fault that these people can't communicate or do their jobs properly. I want someone to call me or email me with PRECISE AND SPECIFIC ANSWERS!
Business Response
Date: 05/13/2025
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:05/12/2025
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 have been stuck in a non-PSLF granting forbearance since June 2024. Despite applying to get out of the SAVE plan into ***, I have heard nothing about my application. I was supposed to be in a PSLF-granting processing forbearance from February to April 2025, but it looks like the months of February and March were not processed as PSLF months. I currently have 35 months of ****, and would like to start resuming my payments ASAP. My loan balance has also gone up to $60,704.47, which I believe is illegal because the forbearance is supposed to be interest-free. I would also like any interest accrued during the past year to be refunded immediately.
Business Response
Date: 05/13/2025
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: 05/15/2025
Complaint: 23317238

I have reviewed the business' response and am rejecting it because:
I would like to get the letter from MOHELA before I accept their response and close the case. In addition, I continue to get a higher balance on my loans; the total balance is now approaching $61,000.

Sincerely,

******** ******
Business Response
Date: 05/15/2025
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: 05/16/2025
Better Business Bureau:

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

Sincerely,

******** ******
Initial Complaint
Date:05/11/2025
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 reported to the credit bureaus -Experian, ******* and ********** for late paymens on a Parent Plus loan and the loan payments are caught up. Please review and have the reporting removed from my credit record. Thank you.
Business Response
Date: 05/13/2025
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:05/11/2025
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'm at my limit with Mohela. This process with my student loans has been beyond depressing. I just want to get out of forberance and complete my last 3 payments. I submitted an application in February but was denied because the date in the form was expired. How is that my fault, when I filed out the form on *** electronically. Then my second form was denied because I didn't qualify for pay. Ok I'm fine with that but why not just move me to the qualifying IBR or ICR. I don't know if my processing forbearance counted because *** hasn't updated counts. Mohela during the one time adjustment hasn't adjusted 2 payments that would count towards forgiveness for me. Im literally at my wits end. I want to make my payments and be done with this fiasco.
Business Response
Date: 05/12/2025
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:05/10/2025
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 am currently in student loan forbearance while on the SAVE repayment plan. This period by law is supposed to be an interest free forbearance period. However Mohela has charged me over $7,000 in interest while in forbearance despite the law. I have waited 8 hours multiple times to talk to someone at Mohela only to be told that I should not have been charged the interest and that they are aware of the issue and are working to resolve it. Meanwhile they keep adding more interest.
Business Response
Date: 05/12/2025
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.

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MOHELA is NOT a BBB Accredited Business.