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.

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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:05/05/2025
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.
My complaint is against Mohela. They give no option on their website to make one time payments with debit or credit cards. The only way you can do this is to call them and when you do after hours on the phone and you finally get your speak to someone they transfer you again, and once again your on hold forever. They are doing this to make more money. This is the 21st century and making a payment shouldnt be hard.
Business Response
Date: 05/05/2025
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:05/05/2025
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 paid my student loan account off in full in december 2024. An automatic payment was also taken out, which overpaid my account. I have been attempting to get a refund of the overpayment since december 2024. On april 17 2025 my account reflected a refund that I have not received. I contacted customer support and the first representative told me that she was unable to help me. She stated she would transfer me to someone who could help me. I was then transferred to a disconnected line. I attempted to call back and was on hold for over 2 hours. I never spoke to a representative. This type of business is poor customer service. As my account was paid in full, and I was attempting to get a refund of my overpayment. I attempted to call customer service today and the automated line stated it was outside business hours and disconnected. I called at eight am, which is within business hours.
Business Response
Date: 05/05/2025
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: 05/14/2025
Complaint: 23286712

I have reviewed the business' response and am rejecting it because:
I have been given the same response since December that refunds can take up to 90 business days to process. One agent emailed stating I spoke to a customer support representative on the phone. This is false information. The representative told me she could not assist me and transferred me to a disconnected line. This business does not handle refunding their customers appropriately.

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:05/04/2025
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.
Incorrect information was sent to credit bureaus resulting in my credit score decreasing 200 points. I spoke with a representative from MOHELA who confirmed that my account should not have been past due, and it was a calculation error. Balance was changed to $0.00; however, MOHELA has not reported to the credit bureau to delete the delinquent account. Please delete the delinquencies on my credit bureau and reflect the $0.00 balance, indicating that the score should not have dropped. Thank you.
Business Response
Date: 05/05/2025
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: 05/17/2025
Hello,

This issue has not been resolved. When I spoke with a MOHELA representative on the phone, they confirmed that my account was paid in advance and submitted detailed notes. I also submitted a payment with a Student Loan Repayment Program through my employer. The representative advised that there was an error in MOHELA's system and they should not have taken my loan out of forbearance, and when they did, they did not reflect the payments. This is still negatively impacting my credit and I would like it corrected. I may be able to submit the **** paperwork (attached) showing that I was awarded and the award amount was disbursed.

Thank you,
******
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:05/04/2025
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.
Student Loan dispute I am in **** , public service forgiveness.I qualify to have loans forgiven after making 120 payments I have made over 130 payments I filed a dispute, mohela does not respond
Business Response
Date: 05/05/2025
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:05/04/2025
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 consolidated Department of ** loans have been in the SAVE plan forbearance since July 2024. This is federally set interest rate of 0.00%. However my loans are still accruing interest despite this federal forbearance. Upon reviewing my November 2024 Credit report the loan balance was listed at $339,826 but now in May 2025 my loan balance is listed at $342,783. This is illegal interest accruing on the loan that needs to be rectified.
Business Response
Date: 05/05/2025
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:05/04/2025
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 has reported to my credit 17x with the same account. Said that I was 90 days late but they received a payment before the 90 days. They have long wait times when you try to get in contact with a representative
Business Response
Date: 05/05/2025
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:05/03/2025
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 loan payments went into effect in November 2024. Since then, I have spent countless hours (most recently 9 hours on 2 separate occasions in April) waiting on hold or for a callback to obtain online or telephone access to my account. I followed all steps on the new and improved website to register as a new user as instructed on the website and was repeatedly rejected from the system as it did not recognized my SSN. This has resulted in my delinquency in payments as I could not access my account and has negatively impacted my credit score. When I finally was able to speak to an agent, named *****, and explained my issues, she told me I was doing it wrong. She walked me through the exact same process I attempted on my own on countless occasions including on the day of my successful albeit 5 hour wait for a callback, but this time it miraculously worked. I asked if she could tell me when my SSN was added to my profile as there seemed to be a mismatch in the system until this very moment, but she could not identify nor would she attempt to identify this information. She then transferred me to a manager with an expected wait time of 3-5 hours. This is simply unacceptable. Id like ********************** to submit notice to the credit bureau reversing their negative impact on my credit. Id also like ********************** to provide customer service training for their employees and deliver support requisite to their obligations as a federal loan service provider. Last but not least, Id like to review their written SOPs and would like documentation with all date/time stamps for data entered into my account. Im terribly dissatisfied with their service and believe they have unethical business practices.
Business Response
Date: 05/05/2025
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:05/03/2025
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 student loan with them and right now because of litigations its on forbearance and my loans should not be accruing any interest. I am still paying on them every two weeks and I have notice recently that I am getting charge for interests. I called customer service and they pretty much told me to deal with it and the second time they hung up on me. The third time they told me they are aware but nothing has been done.
Business Response
Date: 05/05/2025
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
Hello, Mohela never emailed me back.
I went to pay my bill and I noticed that the amount was less instead of higher like I expected. Also the interest had been changed back to zero. Although one of the loans they said I was getting charge was already paid off but at this point, and with the horrible customer service I had Im afraid to even ask. Mohela did sent a communication but I never received a email letting know there was message for me. I have attached copies of what I notice of change on my account thank you for helping with matter. I been struggling for weeks with this company.
Initial Complaint
Date:05/02/2025
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.
My loans transferred from MOHELA to Aidvantage when MOHELA was found to be negligent with PSLF. I have received PSLF, but still owe MOHELA over ****** dollars when I should not owe them anything because they are not my loan servicer. When I submitted a complaint to the US department of education, I was told that on specific loan was not eligible for forgiveness because it was issued while I was still in school. I have loans from when I was still in school as of January 2025 that have been forgiven. I have appealed to the ombudsman and now I am making a complaint here
Business Response
Date: 05/05/2025
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: 05/06/2025
Complaint: 23280850

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

I have made this complaint to MOHELA directly and student ******* several times with no response or a response that is inadequate or flat out false.

Sincerely,

****** ******
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
To Whom It May Concern,
I am submitting this formal complaint regarding the ongoing mishandling of my student loan account by **********************. For several months, I have attempted to resolve a significant discrepancy between the loan balance reported on MOHELAs website and the information reflected on the official Federal Student Aid portal (**************). The amounts do not match, and MOHELA has failed to provide any explanation or resolution.
This issue is especially urgent because I have already received ************** Loan Forgiveness (PSLF), and the disputed loan should have been included in the forgiveness. Despite numerous attempts to contact MOHELA to dispute the validity of the remaining balance and seek clarification, I have received no meaningful response or progress toward resolution.
I believe this represents a failure in MOHELAs duty as a federal loan servicer to maintain accurate records and provide transparent, timely communication to borrowers. I am requesting that the BBB assist in facilitating a resolution and that MOHELA be held accountable for the distress and confusion this has caused.

Sincerely,
Dr. ****** K. *******
Business Response
Date: 05/15/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 05/16/2025
Complaint: 23280850

I have reviewed the business' response and am rejecting it because: I received a letter about my application for a change of payment plan, but I never applied to change my payment plan. MOHELA was not my loan servicer because my loans were consolidated and transferred to AidVantange. I am not sure why I received this letter about changing my payment plan when I did not request nor apply for a change in my payment plan.

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.
Customer Answer
Date: 05/20/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am resigned that they will never accept responsibility for mishandling my account. I give up trying to resolve this issue.
Sincerely,

****** ******
Initial Complaint
Date:05/02/2025
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 am currently at 113/120 qualifying student loan payments towards the **** program. I have always made timely payments on my debt for **** in an Income-Driven Repayment plan, Pay as You Earn, as required by the **** program. I received a letter dated October 20, 2024 from MOHELA stating that I needed to recertify my income for my PAYE plan by submitting my income to *** by November 6, 2024. I submitted my recertification several times in November, because it did not appear to go through, with my latest application being on November 8, 2024. The recertification application is still showing as "in-review" on the *** website, as it has been since November. I called MOHELA in November, and they said that due to court action my application would not be processed, but I could still make payments towards my forgiveness. I received a March 29, 2025 dated letter stating that the deadline to recertify my IDR had been pushed back to December 11, 2026 due to court action. I logged into my MOHELA account on April 11, 2025 to see if my monthly automatic payment had gone through, as it was due that day, and I noticed the website stated that $0 was due and my loans were in administrative forbearance due to "awaiting form." I was unable to make my April payment. I received no notice of the forbearance.I have called MOHELA multiple times. I called April 11th and waited over 3 hours to speak to "*****" #****, a "trainee" who told me that my forbearance would be cancelled in 5-10 business days. I waited those 10 business days and called again on April 25th and waited over an hour. I was told by "******" #**** that my forbearance would be cancelled after another 5-10 business days. I called today, the 5th business day, and waited over 3 hours to be told by "******" that it would now take ****** business days to be cancelled because of my pending recertification, a certification that they required in November, and she hung up on me. My account wrongfully remains in forbearance.
Business Response
Date: 05/05/2025
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: 05/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. It looks like my account is out of forbearance but they never reached out to me about the issue.

Sincerely,

****** *****

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MOHELA is NOT a BBB Accredited Business.