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.
1,377 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:05/07/2025
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 in communication with Mohela since the beginning of April to attempt to resolve a forbearance issue. They have used extreme call dodging tactics. I requested that they remove my forbearance and was told it would take up to 10 business days (it should have been removed around April 29, 2025). 1 week ago I was told it would be removed around May 10th. I spoke with a supervisor who, without any adequate reason, told me it will now take 120 business days. I have been back and forth with Mohela for many years and had to deal with their evasive tactics. Here are the details regarding employee, and supervisor and case numbers for personnel I spoke with and dates of occurrence:4/16/2025:Reference number for request to have forbearance canceled: ******** Supervisor ID# ******** *******/07/25 Initial call employee #****** Supervisor #**** ****** Reference #********
Business Response
Date: 05/07/2025
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: 05/08/2025
Better Business Bureau:

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

Sincerely,

******* *******
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 consolidated my loans with Mohela in May 2024 for a lower interest rate however once the loan went through the building phase and was ready for ***ayment, Mohela had the incorrect interest rate. They actually increased my rate instead of lowering it. I sent them the documents with the correct information and when I finally was able to speak with a supervisor (November 27, 2024) I was told the loan needed to be rebuilt. This was after I had filed a complaint with the ombudsman with the US **** of Education. I was initially told it would take 7-10 days. On 12/19/24, I spoke with ***** at Mohela and was told it could take up to 3 months. Previously I had emailed Mohela but never got a response. When you call them, you have a 2-4 hour wait time, them for my issue, they have to transfer me to a specialist where there is another long hold time. On 3/3/25 I filed another complaint with Federal Student Aid. On 3/26/25 I filed a complaint with the ********************************* who needed to forward the complaint to *********************************************. (it's still under review). I spoke with another customer service *** from ********************** on 3/26/25 who said she was going to escalate to another department. On 4/9/25 I spoke with ******* who transferred me to ***** and just said they are waiting for the loan to be rebuilt and there was no estimated wait time. I have been trying to get them to correct the interest rate since the loan became active on August 2, 2024. They also owe me money in overpaid interest. I am seeking that overpayment money and I want them to get the loan rebuilt asap. The current interest rate they have me paying in *****% however it should be 6.25%.
Business Response
Date: 05/07/2025
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: 05/08/2025
Complaint: 23297802

I have reviewed the business' response and am rejecting it because: I don't trust that they will contact me and that is not what I am looking for. I've sent 2-3 emails that have gone without a response. I have spoken to multiple "supervisors" that can't even get the loan rebuilt. This has been ongoing for 9 months. I want my loan to be rebuilt **** and I want to be reimbursed for all of the overpaid interest over the last 9 months.

Sincerely,

******* *****
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:05/07/2025
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 on an IDR Plan. On January 5, 2025 I received notice that I must recertify my IDR plan. So I submitted my recertification application on January 11, 2025. Then, on March 30, 2025 I received notice that the deadline to recertify my IDR plan had been moved to April 9, 2026 and I did not need to submit recertification until then. However, in April I discovered that I was put into forbearance without any notice. I tried to resolve this issue with the Advanced Team at Mohela numerous times and was told the forbearance was due to the recertification application that I submitted (because I had been notified that I had to). Originally, they told me it would take 10 business days to remove the recertification application and forbearance, and re-start my payments. However, after those 10 business days, my issue did not resolve so I called customer support back. I spoke to the Advanced Team again and was informed that my request to remove the forbearance and recertification application (that is no longer necessary until next year) would take 120 business days to process. I am currently trying to secure a mortgage with my wife and I cannot do so while my student loans are in forbearance. I asked the Advanced Team if they could expedite my request to remove forbearance/recertification application and they said only the Solutions Team (Advanced Team's supervisors) would be able to help with that request. I have asked to be connected to the Solutions Team multiple times and each time I am told I will get a call back from the Solutions Team. So far I have not received a call back. I am in danger of not being able to secure a mortgage because of this forbearance. I need this to be resolved as quickly as possible and my forbearance removed so that I can secure the mortgage. Please help - I just want the ability to pay my student loans again.
Business Response
Date: 05/07/2025
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:05/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to contact my student loan servicer for days. I was on hold for over six hours trying to get help and I was hung up on. I need help from them but cannot get anyone to help me. Please help!!!
Business Response
Date: 05/07/2025
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:05/06/2025
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 keep receiving mail from Mohela federal student aid stating that I owe them money and I have loans from *********. I was underage at this time, and Mohela has verified that these loans are my mothers ****** Steward ******. They have her social security on file, her phone numbers, her email, and all of her colleges that she attended. My date of birth is ********** I graduated **** therefore there is no way these loans are mine, but they show up on my credit. A forgery report has been sent in to Mohela and nothing has changed. I have called several times, and it goes no where. I have mailed my drivers license and a copy of my social security. My credit continues to drop and Mohela has not done anything to help the problem. If I could please get guidance on what to do, due to not being able to get any answers. There are concerns that I am debt for someone else, and these are not my loans.
Business Response
Date: 05/07/2025
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
This was sent in the mail to me, however the charges still show on my credit. I am concerned as it states **** but I wasnt born until ****. There is no evidence stating that these are mine.
Customer Answer
Date: 05/20/2025
This was sent in the mail to me, however the charges still show on my credit. I am concerned as it states **** but I wasnt born until ****. There is no evidence stating that these are mine.
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.
Customer Answer
Date: 05/23/2025
Complaint: 23296450

I have reviewed the business' response and am rejecting it because: the issues still remain on my credit report. I still have my mothers loans under my name somehow and nothing was fixed. I have sent my drivers license, my social security, and the theft packet with no resolution. This has affected my daily mental health with the stress that my credit continues to drop for someone elses loans. If Mohela was able to conduct the investigation they would notice that I was a minor at the time of the loans. I didnt graduate highschool untill 2017. I would love to receive a response to what next steps I need to do to get this resolved.

Sincerely,

***** *********
Business Response
Date: 05/27/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/06/2025
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 initially submitted a forbearance request in October 2024, following all required procedures and submitting the necessary documentation. After receiving no acknowledgment or update, I submitted the same application again in January 2025 to ensure my account would not fall into delinquency. Yet, months later, I have still not received confirmation that either of these requests has been processed, let alone *********** an effort to follow up, I have called MOHELAs customer service line on multiple occasions, spending over four hours on hold each timeonly to be disconnected or left waiting with no representative ever answering my calls. This is not just poor customer serviceit is an outright failure of your duty as a federal loan *********** repeated attempts to update my loan status, confirm receipt of my forbearance request, and obtain help with my account have been completely ignored. I have done everything required on my end as a responsible borrower, yet MOHELAs failure to act or even communicate has directly impacted me in several serious ways.Because your office has failed to process my forbearance, my loan has now been marked delinquentwhich has negatively affected my credit score. This unjust result has made it impossible for me to qualify for essential financial resources, including a home repair loan I urgently need. I am now facing unnecessary financial hardship due to MOHELAs inaction and mismanagement.
Business Response
Date: 05/07/2025
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: 06/08/2025
Dear Dispute Resolution Department,
Thank you for your update regarding complaint ID #******** concerning MOHELA. I have reviewed MOHELAs response and must respectfully reject their position, as the issue remains unresolved. Despite their statement indicating they will communicate directly with me, I have not received any meaningful resolution or acknowledgment of the documents I have sent multiple times over the past several months.
Specifically, my deferment documentation has been submitted five times via mail, email, and fax, yet MOHELA has failed to update my student loan status accordingly. This lack of action has caused significant stress and confusion, and it is unacceptable that a legitimate deferment request is continuously ignored. Additionally, despite many attempts to contact MOHELA by phone, I have only been met with four-hour hold times, often with no one answering the call at all.
This delay and lack of communication not only violate reasonable customer service expectations but also potentially impact my credit and financial standing. I am a responsible borrower simply asking for a fair and timely update based on documentation that has been repeatedly submitted through all proper channels. It is extremely frustrating that even after filing a formal complaint, MOHELA has not corrected the issue.
I ask that the BBB continue to monitor this case and assist in ensuring MOHELA properly updates my loan account with the deferment information already provided. I am attaching documentation again to support my position and request that this be treated with urgency moving forward. Thank you for your continued assistance.
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:05/06/2025
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 contacted MOHELA on several occasions since late ************************************************************************************** the amount they say I owe them. Since I completed my doctorate degree in early 2023 and began making loan payments in mid 2023, my balance has been approximately $117,000. As you can see by the attached documents, the amount owed changed twice, quite drastically. When I contacted them by phone, the representatives were not able to tell me why the amount changed so drastically. I requested to speak with a supervisor who told me they would research the issue and reach back out to me. I have yet to hear from anyone and it has been months. Each time I try to call them, the automated system says that there is an hours long wait time, which makes it impossible for people that work full time jobs to get into contact with a representative and get all questions answered and issues resolved. I would like for my amount owed to be changed back to the original amount that was listed in October 2024 and prior.
Business Response
Date: 05/07/2025
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:05/06/2025
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.
My student loan balance has been rising despite me being in the SAVE forberance plan since febuary of 2025. I have noticed at least $2000 more being added to my balance. In the numerous letters recieved from the Mohela company they state that my interest is zero and balances should not increase during this forberance. I have made a few payments and I am concerned that those payments are paying a false balance because of the interest accuring while in the freeze.
Business Response
Date: 05/07/2025
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:05/06/2025
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.
My student loans were discharged by the department of education in May of 2024. I sent this information over to Mohela to have my loans removed from my account and credit report. It has been a year and still no resolution. They then sent my lack of payment to my credit reports and that has just been resolved but the balance shows it is still owed and I was instructed by the department of education to not make payments. Mohela is still requesting payments. I have provided this information to them and they even confirmed over the phone that my loans were discharged but they are still requesting payments. I am supposed to get any payments made towards my loans refunded and they confirmed this as well but are still showing a balance owed and asking for payments.
Business Response
Date: 05/07/2025
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:05/06/2025
Type:Product 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 a refund for overpayment of student loans after discharge. My loans were discharged in January 2025 and I have a refund due. I waited the specified amount of time, which according to the *** is 2 weeks, but according to Mohela is ****** days. I have been waiting since 1/4/25 and today is 5/6/25. As soon as the 120 days was up, I sent an e-mail and got the same form letter I had received previously, like they think I didn't read the last one or that it gives any useful information at all. If I took this long to pay them, they would add all kinds of interest and fees. But all I can do is wait and wait and wait. Overpayments to the student loan companies are more than 10 bilion dollars that they just sit on. If they had to pay us interest the way we pay them when we are late, it would be different. In the meantime. They owe me almost $4,ooo dollars and it has been over the specifed 120 days for processing. Still nothing.
Business Response
Date: 05/07/2025
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
Despite my willingness to resolve this dispute, the website information and the letter sent to me describes a ****** day processing time. However, the new letter generated as a result of this dispute says the ****** days is following initiation of refund process and essentially starts over again. So it is actually ******* days. They don't tell you that in the first letter. They have no time constraint on refunding money, but make it sound like they do. Awful.
Customer Answer
Date: 05/15/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and I accept this resolution. The original letter from over 4 months ago states that the refund will be processed within ****** days. The new letter generated from this dispute says ONCE INITIATED the process is ****** days. so I have been waiting 120 days and will wait another 120 days before I write to my congressperson if the refund doesn't show up. They don't tell you that initiation of refund is the start of the 120 days, not the date of the notification that you have a refund. They never make that distinction. Truly deceitful practice. It falsely leads borrowers to believe getting the initial notification is the initiation. It is not. Please post this information so that borrowers searching for this information are aware. They have no time limit to "initiate". Their clock doesn't start until they decide to start it. Without this complaint process, it would still be sitting there in negative balance, going nowhere fast.

Sincerely,

******* Pollen

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MOHELA is NOT a BBB Accredited Business.