Loans
MOHELAThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,048 total complaints in the last 3 years.
- 1,382 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/02/2025
Type:Billing IssuesStatus: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 out with Mohela. I have been making my payments on time each month with the same account. April 18th my payment went through as usual but has not shown up on my student loan acct as paid. It is showing that I am 1 payment behind. I notified my bank about the payment; they stated the payment went through to Mohela just like the month before digitally and it was cashed. I called Mohela and waiting on the line for an unreal amount of time over 2 hours. An Agent took down my information and told me to submit a claim. I had to upload documents from my bank to show proof that the payment was not only sent but sent on time. I presented that info to them last week but no update. I attempted to call but the wait time was 1 hr 36 mins. I'm at work and can't possibly be on the phone that long. All I want is my acct to show paid and current. I have cancelled my next digital payment because I don't want this to happen again. $130 is not a lot to some but it is a lot of money to me.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:05/02/2025
Type:Billing IssuesStatus: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.
In the beginning of August I filed to request **** reconsideration for the buyback option. I have been working for the ************************************************* since May 30, 2014. I still had 6 months of payments remaining on two big loans and 14 months on a few smaller loans when the SAVE plan that I was on was frozen by court orders. That is when I heard about the buyback option. I've had qualifying employment for long enough so I requested to buyback the remaining months to discharge my loans. It took until January to recertify my employment (a form I submitted in August as well). As of yet there has been no response to my buy back reconsideration request. Yesterday (May 1, 2025) I spoke to a representative at the Department of Education and she informed me that the application was forwarded to Mohela as there was information the Department of Education needed to complete my request for buyback. They have not heard back from Mohela. I tried calling and for 30 minutes I maneuvered through the robot machine options that all circled back in on each other, never allowing an opportunity to talk to a representative and only ever referring to their website or the Department of Education's website for Federal Student Aid.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: 05/13/2025
Complaint: 23279748
I have reviewed the business' response and am rejecting it because:
I have yet to receive a direct, personal response appropriate to my account and problems. This response from Mohela is simply, "We will contact you later." They have put off processing my PSLF since August because they can blame being overwhelmed since COVID restart. This excuse needs to end. If I and millions of other borrowers are responsible for paying on time, they should be responsible for their end of the work.
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:05/02/2025
Type:Billing IssuesStatus: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 filing a formal complaint against ************************************* as my loans were forgiven through the ************** Loan Forgiveness Program as of October 31, 2023, and I am still waiting for a refund for the two additional payments that I made after October 31, 2023. I have called MOHELA numerous times, and they assured me that they would review my account and process the refund as quickly as possible, however, that was a lie. My MOHELA account ********************* that I have two active loans totaling the amount of $9,891.42, and that I owe a payment of $68.08 and is past due. I spoke to a MOHELA Employee named ***, Employee ID #****, reference # ********, and she reviewed my account and confirmed that my loans were already forgiven by reviewing the documents on my account and that she wasnt sure why there were still two loans showing on my MOHELA account stating that I owed money. Since my account was stating that I owed money and was past due, she placed the account under forbearance so that I wouldnt have to make any payments and so that it wouldnt reflect that my account was past due. She stated that MOHELA would review my account and by the time the forbearance period was over, the account should be fixed, however, it was not. That forbearance period is ending May 2025, which is now, and the account still shows that there are two loans owing money. This has been extremely mentally, emotionally, and financially stressful! I have enclosed correspondence emails between MOHELA and myself showing the timeline of communication, as well as documents from MOHELA and ************** stating that my loans were forgiven.Please help assist me in this matter and find a resolution with MOHELA and get my refund expedited as soon as possible. If you have any questions or need additional information, please contact me at: ************ or ******************************* Thank you for your time.Sincerely,****** (******) ********** **# ***********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
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** **********Initial Complaint
Date:05/02/2025
Type:Billing IssuesStatus: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.
Without any notice, Mohela put me on forbearance. I even have a statement from ***** saying when my next payment is due (***** 26th) and was on an autopayment that never went through for that date. I got no letter and no phone call from Mohela stating I was going to be going into forbearance. When I checked the Mohela portal, there is no notice and no information about forbearance either. My *** account also shows my next payment date is ***** 26, 2025 and shows nothing about forbearance. I am 4 payments away from reaching 120 payments for public service loan forgiveness. I have never asked to be on the SAVE program and have been on **** for the length of my loan, nearly 10 years. Yet the first ****** I talked to from Mohela said I requested to have SAVE back in Nov 2024 - not true! She transferred me to a "advanced agent" to ask to be removed from forbearance. After waiting 2 hours, I was hung up on. Called back immediately, only to be placed on hold again to talk to a "advanced agent" - currently on hold while writing this and at the 2 hour mark again. All I want to do is get out of this forbearance, WHICH I DIDN'T ASK FOR, and finish my payments. How can you expect anyone to be able to sit on hold for hours on end when we have to work??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:05/01/2025
Type:Billing IssuesStatus: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/DOFED, I do not have a contract with Business Headquarters Location, they did not provide me with the original contract as requestedBusiness 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:05/01/2025
Type:Billing IssuesStatus: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 account is showing 60 days late February 2025. January 2025 my account shows Payed as agreed. It is impossible to have a 60 days late when the month before I was paid as agree. This is falsely reported information and I need it to be corrected to paid as agreed on my credit report.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.Initial Complaint
Date:05/01/2025
Type:Billing IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
An overpayment was made when a loan was paid off (by a refi company-****). Overpayment was not refunded to myself or SoFi. Not surprisingly an account with a negative balance was magically removed from records when the moved to a new platform. I requested a refund before they moved to a new platform and have worked all week to try and track down my money. Of course I have minimal documentation since I didnt expect the account to disappear.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: 05/15/2025
Mohela has not reached out with any information. They have not made any contact. I got hold of a representative who confirmed there was a request for refund in July 2024 and she would escalate that ticket, but couldnt help in any other way.Customer Answer
Date: 05/15/2025
They responded 5/12 in application without sending an inbox alert to my email. The response says they are investigating and have no time frame. That is not acceptable for money that has been due to refund for over a year. They also refuse to send a statement showing the account balance before and after payment. They should be required to provide statements!Customer Answer
Date: 05/15/2025
Not surprised that downloads from their inbox show up blank. Here is the communication they sent me. I tried to attach with the last message. No resolution. No time frame.Business Response
Date: 05/16/2025
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:05/01/2025
Type:Billing IssuesStatus: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 is the letter sent to Mohela on 5/1/25: I am contacting your establishment in reference to the interest charges on my account. As of July 2024, I was placed on forbearance under the Save Plan. Currently, your establishment is charging me interest on 15 out of 21 loans. This is a violation of the injunction under the SAVE Plan. As per the message I received on 3/10/25 from your establishment:You will be in this forbearance until servicers are able to accurately calculate monthly payments, which ** expects servicers to be able to do no earlier than September 2025. ??This timeline will give borrowers the opportunity to make another choice for repayment, based on which of the updated options is best for them. See below for more information on repayment plans. Borrowers will be informed of any further change to this litigation-related forbearance.??Under this general forbearance,?- you do not have to make your monthly payments on your student loans,?- interest is not accruing, and?- time spent does not provide credit toward ************** Loan Forgiveness (PSLF) or IDR.??Because SAVE Plan borrowers will be in a general forbearance until the fall of 2025, ** is directing loan servicers to change IDR plan anniversary recertification ************ response to the message on 3/10/25, I sent a message on 4/14/25 without any response. I would like the charges removed and my account corrected. In addition, I was placed on hold today, 5/1/25, by a representative after inquiring about the above concerns. The representative stated he was transferring me to a more advanced representative to assist with the interest charges on my account. I was on hold for almost an hour without any response. Please follow up with me in writing. I look forward to hearing from you. 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: 05/10/2025
I requested an update as to why Mohela has been accruing interest on my loan during an administrative forbearance. I have attached Mohelas response sent on 5/1/25. At this point, I am considering legal action as this agency has violated the court injunction for individuals under the SAVE Plan. In addition, since my request my approved months for **** have decreased. Based on the continuation of accrued interest charges to my account, it is evident that their is fraud taking place.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:05/01/2025
Type:Billing IssuesStatus: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 are in administrative forbearance with 0% interest but thousands of dollars of interest have been added to my total loan amount over the last few months and it is impossible to get ahold of anyone from Mohela to fix this issue.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:05/01/2025
Type:Billing IssuesStatus: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.
the business is not applying my over payments to the principal of my loansBusiness 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.
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