Complaints

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

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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

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:05/09/2025

  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 not liable for this debt with Mohela/ **** of *** I do not have a contract with the Mohela, they did not provide me with the original contract as requested.

  Business Response

  Date: 05/09/2025

  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

  Complaint: 23307952
  
  I have reviewed the business' response and am rejecting it because: I have yet to receive a response. I would like to proceed with my case in getting this matter removed from my credit report.
  
  
  
  Sincerely,
  
  ***** ****

  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:05/08/2025

  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 scheduled for *************** to send MOHELA a ******** check using bill pay on April 15. The money was actually sent on April 14, 2025 electronically because my direct deposit was available that day to ***************. I also have a letter from *************** showing proof of payment. However, nothing was ever posted to my MOHELA account showing they applied the payment to my account. I have called MOHELA at least 7 times and spoken with numerous reps. **** claimed they did a special inquiry that would take 5-10 business days but even after doing that, the payment has not been posted to my account and they cant find it. The payment didnt disappear and I dont know how else to resolve this, as I want my payment reflected to my account.

  Business Response

  Date: 05/09/2025

  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: 23304516
  
  I have reviewed the business' response and am rejecting it because:
  
  The business has not reached out to me yet to discuss this, either by phone or email.

  My ******** April 15, payment has still not been posted to my account after Ive called repeatedly. 

  
  
  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. 

• Initial Complaint

  Date:05/08/2025

  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 a negative balance on my Mohela student loan account due to making several months of payments above the required 120 payments (because Mohela told me to continue making payments until my account was officially zeroed out). I initiated a reimbursement in November 2024 and was told I would be reimbursed within 60 business days. In May I contacted them again and was told I would be refunded by the *********** in ****** days.

  Business Response

  Date: 05/09/2025

  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:05/08/2025

  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.

  Nearing *********************************************************** ************** Loan Forgiveness (PSLF). November 2024 loan servicer MOHELA-FSA began making inappropriate changes to my account. Issues began after I submitted an income-driven repayment (IDR) application (see timeline). I have called them numerous times to fix their mistakes but always wait hours on hold and never have corrections made to my account. Will include limited timeline. 10/30/24 notice from Mohela: Annual Recertification of Income and Family Size Deadline Approaching, with recertification deadline of 11/14/24. Promptly submit IDR recertification form.11/15/24 notice from Mohela: You now have additional time to recertify your IDR plan, with new recertification deadline of 12/19/25. On same day, received notice from Mohela: Notice of Repayment Schedule Change. This notice reflected my loans to be in a paid-ahead status, with payments only being required on 1 loan of $14.83 per month (previous payment of $793.43 per month divided over 10 loans).11/18/24 call Mohela at 0625 AM: 1 hour 16 minutes discussion to cancel IDR application and question repayment schedule change. Confirmed IDR application would be cancelled & payments revert to previous. Case number 00801792.1/28/25 notice from Mohela: Mohela has received your request for IDR plan. We are unable to grant your request for the following reasons: Per your request, your application has been cancelled. 4/21/25 log into Mohela account and note all loans placed in forbearance Awaiting form administrative forbearance. Forbearance backdated January 2025 July 2025, all payments made in that timeframe marked on Federal Student Aid portal as ineligible for PSLF because of **************** Mohela 4/21/25, 4/24/25 and 5/6/25 requesting loans be taken out of forbearance and IDR application that triggered the forbearance be cancelled (told app wasn't cancelled in Jan). Each time told 5-10 business days. Case numbers ******** & ********.

  Customer Answer

  Date: 05/09/2025

  Noticed a typo on my message for the case numbers I provided:

  -15162659: case number requesting income driven repayment application be cancelled

  -15165167: case number requesting forbearance be removed from loans (November 2024 - July 2025)

  Business Response

  Date: 05/09/2025

  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

  Complaint: 23304107
  
  I have reviewed the business' response and am rejecting it because:

  I have reached out to MOHELA regarding the issue of inappropriate forbearance being placed on my account by phone 4 times and by email 3 times. Each time I call, I wait hours on hold. When I finally get ahold of a representative I am transferred to an advanced agent to wait a further ***** hours for a call-back. Each advanced agent I have spoken to has quoted me 5-10 business days for the forbearance to be removed from my account. As of this moment, no change has been made to my account and no correspondence has been received. I have been promised call-backs with progress, and this has never happened. I wait with my phone on all day for a call-back, which is very difficult while working full-time and being a mother to a young child. No reply has ever been made to my emailed complaints either.

  I waited the weekend, Monday and Tuesday for them to respond to the complaint by BBB. I do not have faith that they will reply to this complaint if I accept their response. 

  
  
  
  Sincerely,
  
  ******* ****

  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:05/08/2025

  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.

  Mohela has mishandled payments, had incorrect billing, and delays in processing PSLF, IDR, and buyback applications. These delays have caused me and others to fall behind or have missed critical forgiveness milestones. Mohela is AWFUL at communication they fail to provide clear timely and accurate information to their borrowers leaving borrowers confused about their repayment status forgiveness eligibility and leading to financial penalties. Mohela violated its federal servicing contract by not adhering to the quality standard required by the Department of Education. Inaccurately tracked PSLF qualifying payments when they took over as the primary servicer.

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Jade S*******

• Initial Complaint

  Date:05/08/2025

  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.

  This complaint is directed towards the student loan processing company Mohela. Since June 2024 they have been losing my payments. The payments are electronic from my bank and come with Trace id numbers and tracking numbers. The first one took them 6 months to apply to my account. I had to call numerous times and submitted proof twice. They placed my account into multiple forbearances while they researched, meanwhile the interest accrued and my principle balance actually increased.They posted the payment in January 2025 and the forbearance ended. I paid the next payment January 7, 2025, and it still has not posted as of today (5/8/25). Again they placed me in administrative forbearance while they researched the payment and my balance again has increased. I have called numerous times and uploaded the bank proof numerous times. Each phone call is over an hour. One of the hold times was 5 hours and then it disconnected me before the advanced representative answered. I have lost money and time due to the negligence and incompetence of this company. Not only am I chasing down the payments, but the effort in doing so is costing money in interest while they research. I would probably be better off not fighting the missing payments, but this seems like fraud and abuse to me. I would like my payments to credit to my bank when they are received without having to wait 6 months and fight with them to do so.

  Business Response

  Date: 05/08/2025

  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:05/08/2025

  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 a nurse for over 20 years serving sick people in multiple communities and even worked at the ***********. I applied for ************** Loan Forgiveness and met all the qualifications in August 2024. However because of the lawsuit, they stopped counting my payments and stopped my qualifying count at 118 payments in July 2024. As the requirement is 120 payments I applied for 2 Buyback payments in November 2024 which they said would take 45 days to process. It has been 6 months. I have called over a dozen times and escalated my call and filed a direct complaint with no resolution. I am requesting to have my loans be removed from forbearance and have my buyback and IDR applications processed so I can make my 2 final payments and receive PSLF

  Business Response

  Date: 05/08/2025

  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:05/08/2025

  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 my student loan servicer put my loans into Forbearance in April. I was not on it Forbearance February and March due to being on the *** plan. Ive called and emailed them and they will not take them off Forbearance even though I have the letter from them April ************************************************ and it would take 10 days to process.

  Business Response

  Date: 05/08/2025

  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:05/07/2025

  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 my student loans with them. I have called them 10 plus times for help with this matter. I either get a automated system telling me its a several hour wait or a person who says yes you have a problem and need to talk to someone higher up and then it gives a multi hour wait. I am being charged a payment and it is showing behind when I am in forbearance with no interest because of government court hearings. I also have 2 loans that show I owe a negative balance and want that overage paid towards one of my other loans. I Have emailed them with no response or a response that does not make sense. I work full time and have a large family. I can not wait on hold for 6 hours as it has told me that is the wait. Today when I asked them employee before being transferred how long the wait would be and told her I could not wait several hours she told me she couldnt answer that but hoped it gave me a option for a call back. It did not and told me it was a 2.5 hour wait.

  Business Response

  Date: 05/08/2025

  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:05/07/2025

  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 a graduate student taking out loans in order to attend ***************************. My loan servicer is Mohela. For past several months, I have been making monthly payments in order to keep my interest value low. Although it is not a requirement for me to be making payments during school, I chose to do so. Although this is the case, I have found that my payments are not being processed a timely manner. I spoke to a Mohela agent, in which they told me that each payment requires ******************************* that time frame, the interest value plus the principal amount is increasing, making my interest payments insignificant. I would like to find a way for my payments to process quicker so that interest is not accruing so much on top of my principal loan.

  Business Response

  Date: 05/08/2025

  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.