Business Profile

Loans

MOHELA

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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:05/10/2025
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 have previously filed a complaint, the complaint #s are (250409-19977859) , (250315-19344581) This is the Final Notice for Formal Demand for Immediate Investigation, Suppression, and Removal of Inaccurate Private Student Loan Information. The improper use of my credit report has caused me emotional distress, Credit Card denials, and has stopped my ability to obtain credit and has affected my life significantly. I am writing to formally demand an immediate investigation and correction of inaccurate private student loan information reported on my credit file. The details of the disputed accounts are as follows, (two accounts being reported): Creditor/Lender: [MOHELA/DOFED] Account Number(s): [******, ******] Date Opened: [10/29/2015] Current Balance: [********, ********]
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'm currently in a chapter 13. MOHELA updated my credit file and increased my balances on all of my student's loans causing my score to drop 31 points on 4/28/2025. I would like to them to go by them to correct my credit file they are not supposed to update my credit report causing a negative impact to my credit.
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 submitting this complaint regarding the mishandling of my federal student loan account by **********************, which has negatively impacted my eligibility for the ************** Loan Forgiveness (PSLF) ********** federal student loans were transferred to MOHELA in August 2022. I have been on the Pay As You Earn (PAYE) income-driven repayment (IDR) plan since 2015, following loan consolidation. I submitted my electronic income recertification on December 24, 2024 well before the due date of February 17, 2025. MOHELA received the form but failed to process it.On March 24, 2025, I was notified that my monthly payment was increasing to $1,983.94 the standard repayment amount due to the unprocessed IDR form. I contacted MOHELA on April 7, 2025, and waited over four hours to speak with an agent. I spoke with a representative named ********, who incorrectly told me I needed to wait until the form was processed to adjust the payment.Per the Federal Student Aid: If you submitted your recertification request on or before Feb. 20, 2025, and your servicer did not complete processing of your request, then your recertification date will be extended by one year. You do not need to submit a recertification request at this time. Despite this guidance, MOHELA placed my loans into involuntary forbearance, disqualifying me from making PSLF-eligible payments.I called again on April 18, 2025, and again waited over four hours to reach a representative. This time I was told my *** recertification should have been extended and that my loans should not be in forbearance. I was assured my account would return to active repayment and the *** form would be canceled within 510 business days. As of this complaint, no action has been taken.MOHELAs error interfered with my ability to make PSLF-qualifying payments, despite my timely submission of required documents. I am requesting immediate correction of my account, **************************** into IDR, and written confirmation of the actions taken.
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.
Customer Answer
Date: 05/20/2025
Complaint: 23313467

I have reviewed the business' response and am rejecting it because:
I am writing to formally reject MOHELAs response to my BBB complaint regarding the handling of my student loan forbearance and the associated Income-Driven Repayment (IDR) plan.
The documentation MOHELA provided states that, A request has been made to extend your income-driven repayment (IDR) plan based on EDs guidance. There is currently no timeframe for when this request will be complete. This contradicts what I was told on April 18, 2025, by MOHELA representativesthat this issue would be resolved within 510 business days. That timeframe has long passed, and there has been no meaningful update or resolution.
I am requesting immediate corrective action. My IDR plan should be reinstated without further delay, and my loan should be removed from forbearance and returned to repayment in accordance with the *************** of Educations guidance. The current state of indefinite delay is unacceptable and has disrupted my repayment progress and financial planning.
MOHELAs failure to act within the timeline they provided and their vague updates demonstrate a lack of accountability and responsiveness. I request urgent intervention to resolve this matter promptly.

Sincerely,

******** *****
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:05/10/2025
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.
MOHELA placed me on forbearance without my approval or request. They stopped running the auto-pay I had set up without notifying me. They did not notify me of my forbearance until 6 months after it had begun. I was told to make a lump payment and they would back-pay toward the missing months, of which they took the back pay but did not apply it to the missing months. I applied to change programs from SAVE to **** to get out of forbearance and have not received a change and am still waiting 4-5 months later. I cannot reach a customer *** as hold times are 3-8 hours and I need a tier 2 *** so the business closes before I can get to that level ***resentative even if I call the minute they open. I have nearly 12 months of payments toward PSLF that arent considered to count which is a violation of the terms set out. These are illegal predatory practices. I have earned all my qualifying months by working at a public institution and I deserve those to qualify properly.
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.
Customer Answer
Date: 05/24/2025
I dont understand why this was closed, MOHELA HAVE NOT RESPONDED to your complaint, nor have they reached out to correct these issues. I dont understand why youre asking ME to respond they havent done anything, this complaint should remain open, it is NOT solved!
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
Complaint: 23312919

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

They never communicated to me via my online portal. I have two separate requests through the online portal that Im still waiting on responses from, one is more than 6 months old and the other is 3-4 months old. They do not reply to anything. This is the problem. ZERO communication, zero response. It should be illegal!

Sincerely,

****** *****
Business Response
Date: 06/02/2025
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: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 have been in forced forbearance for almost a year and I want to make payments towards PSLF. The forbearance is delaying my retirement. Contacting customer support does not yield a resolution.
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:
UnresolvedMore 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 paying on my student loans since at least the year 2000. I took out approximately *** in student loans. I have paid approximately 144K so far and still have a balanace over 17K. My loans have changed loan servicers over 5 times. Most recently after consolidating my FFELP federal loans and aplying for an IDR in 4/2024 in an attempt to start the process of qualifing for PSLF, then switching to the SAVE plan, MOHELA put me in an interest-free forbearance. As I have reviewed my account online I see that I remain in forbearance but now am being charged interest. I have received no notices of this change by mail and I have elected to receive notices by mail, i paid $400 on my loan April 23rd, 2025, I looked at my Mohela account today and see an imterest charge of $85.12 on it so I just paid $100 today. This company as well as Navient, ****** *** and others I have paid to do not seem to allow my balance to be paid off. I have contacted the **** of Edu to report my inability to pay off my loans despite my above the amount due monthly payments and I have heard nothing back from them. I have paid nearly 3 times the amount of my original loan. I fear I will never get these paid off and as I near retirement age, I am afraid I will not get any Social Security. Pleaae help me. If you need additonal info, please let me know. Thank you
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.
Customer Answer
Date: 05/13/2025
Hello, I reaf Mohela's response. I tried to log into my Mohela account so that I can look for a message from them and I am unable to log in. I indicated "forgot your user name and/or password" and provided my DOB and my SSN as requested. The response is "No account found with the information provided." Now I am unable to look for their response on my dashboard as they indicated was one way for them to communicate with me about my account.
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.
Customer Answer
Date: 05/20/2025
I received no response by Mohela. Will the BBB reach out to them please? *****
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:05/09/2025
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 WRITING TO FORMALLY DISPUTE CERTAIN INFORMATION ON MY CREDIT REPORT, WHICH I BELIEVE TO BE INACCURATE OR INCOMPLETE. MOHELA FEDERAL STUDENT LOAN AID ACCOUNT ***************** OPENED ON TWO SEPERATED DATES (11/11/2019 AND 11/22/2019). THE BALANCE OF ALL THREE ACCOUNTS IS A TOTAL OF $5,135.00. IT APPEARS THAT THE CREDIT AGENCY INADVERTENTLY VERIFIED THIS INFORMATION AS CORRECT BUT IN FACT THIS INFORMATION IS INACCURATE AND FALSE.UNDER THE FAIR CREDIT REPORTING ACT (FCRA), I REQUEST THAT YOU COMPLETE YOUR INVESTIGATION WITHIN 30 DAYS OF RECEIVING THIS LETTER.
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:05/09/2025
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 contacted BBB a short while ago regarding MOHELA not processing my graduated repayment application for repaying my student loans while still allowing interest to accrue. They finally processed my application and sent me the repayment schedule that I had been waiting for since May of last year. My graduated repayment schedule was sent to me on 04/15/2025, clearly indicating the payment amounts and the duration of the payments. Then on 04/20/2025, they sent me a monthly billing statement indicating that my first payment of $333.89 was due on 05/19/2025. Despite sending me a repayment schedule and a billing statement in April, the website still shows my due amount as $0.00 and says that my loans are in deferment! I called more than two weeks ago to inquire about this issue and after 3 hours of waiting, the agent said that indeed my loans were not in repayment yet due to an administrative forbearance that was placed on my account to process my first *** application that I had submitted before I gave up and applied for the graduated repayment plan. She said she submitted a request to have the forbearance removed but nothing has been done yet and we are only 10 days away from my listed due date. Trying to get my payments started with MOHELA has been the single most frustrating thing I have had to deal with in my life and contacting BBB seemed like my only option to have the issue resolved. In summary, I would like MOHELA to remove the forbearance from my loans, allowing me to start my payments on autopay according to the schedule and the billing statement that they themselves have sent me, in order to repay my loans in full as soon as possible.
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.
Customer Answer
Date: 05/18/2025
Complaint: 23309635

MOHELA has not made an effort to contact me online or by mail in the past five days. I am not sure if I need to make a payment by the 05/19 deadline (tomorrow) that was indicated in my most recent billing statement since the forbearance is still not removed and my online account says that I dont have any payments due! In order to resolve my complaint, I would like the forbearance to be removed from my account so I can start making payments according to my graduated repayment schedule while also receiving clarification on what this forbearance means regarding my due dates in the meantime and if or when I should start making payments.

Sincerely,

***** *****
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:05/09/2025
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 is not processing or processing student loan repayment request incorrectly. I was placed in a student loan repayment that is still available (IBR), only to be placed back in SAVE forbearance, for a reason I do not know and Mohela cannot answer. I had my payment scheduled for May 4, 2025, only to go back into forbearance. I did not receive any communication from Mohela about this. I only found when my amount due was changed to $0. I once again received a bill to start June 4th on May 8th. I was still listed in forbearance, but after speaking to representatives, I was told my forbearance was due to end May 7th and that it will likely take a couple of days to update in the system. After logging on to my Mohela website, my bill is now $0 for June 4th and still in forbearance. Numerous attempts and 10's of hours on the phone to get out of forbearance has resulted in differing responses and explanations. As a whole, the customer service representatives are untrained and misleading. Mohela, in general seems to be purposefully negligent in efforts to get into a student loan repayment program. I need to make 1 payment for the past 8 months to fulfil my 120 payments for PSLF, but am unable to due to issues with Mohelas operations-some of which are caused by the court injunction, but other issues lie with Mohela.
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.
Customer Answer
Date: 05/16/2025
Complaint: 23309579

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

I have not been contacted by Mohela and are obstructing my ability to make payments on my student loans under my approved Income Driven Repayment plan. I have spent more time on the phone trying to get this resolved since, with no success.

Sincerely,

******* *******
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:05/09/2025
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.
After changes from the incoming administration, Mohela has failed to support the volume of calls, inquiries and options due to changes are student loan debt/repayment plans. I've been left on hold LITERALLY for HOURS and this is unacceptable. Additionally, I haven't received replies to email messages. Student borrowers like myself are contacting them to attempt to navigate changes to the plans (per *****) and determine best solutions for repayment or forebearance options, etc. and if we don't get the info we need in a timely manner, we will be in serious financial trouble with our credit at risk and/or potentially having our wages garnished if we enter default. We should be helped if we are trying to manage our debt.
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.
Customer Answer
Date: 05/13/2025
Better Business Bureau:

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

Sincerely,

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

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