Business Profile

Loans

MOHELA

This 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 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:05/01/2025
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 students loans are currently held by Mohela. Over the past couple of months Ive noticed my total balance going up even though my loans are in forbearance. Ive called to try to have this issue resolved but have failed to receive adequate help on this matter. It seems to slowly creep up every month, starting in March. I would like to fix this issue before my forbearance ends.
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 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 filing a complaint against MOHELA regarding improper interest charges on my federal student loan account. I am currently enrolled in the SAVE (Saving on a Valuable Education) repayment plan, which clearly states that unpaid monthly interest should not accrue if I make my required monthly payments even if those payments are $0 due to income.Despite this, I have continued to see interest accrue on my account. This is in direct violation of the terms of the SAVE plan, and it is especially concerning given the ongoing legal proceedings surrounding the program. While this matter is in court, MOHELA should not be charging interest against borrowers who are compliant with the terms of their income-driven repayment plan.I have attempted to contact MOHELA about this issue, but have received no resolution. I am requesting that the improperly accrued interest be removed from my account and that the SAVE repayment terms be honored in full. I would appreciate a prompt response and correction.Desired Outcome:Immediate removal of any accrued interest that violates the terms of the SAVE plan Confirmation in writing that my account is in good standing and following correct repayment guidelines Assurance that no further interest will be added while the SAVE plan is active and under legal review
Business Response
Date: 05/01/2025
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 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 holds all of my federal student loans and has placed my loans in forbearance (meaning no payments / no interest accruing for the duration of forbearance), as I was previously on the SAVE repayment plan. My MOHELA account indicates that I have a 0.0% interest rate on all loans, and it has been this way for multiple months, however I have noticed my loan balances going up (see screenshots comparing my loan account details as of 5.1.2025 versus what was reported to the credit bureaus by MOHELA on 3.31.2025. In just one month my balance of all my loans has increased by $552.00. This is the first time I am noticing this, which means it could have been happening in previous months without my knowledge. There is no way to check how or why loan balances have increased on my MOHELA account. As much as I have tried to contact customer service, it is virtually impossible to get in touch with a live person via the contact information that they provide on their website. This seems extremely illegal and I would like to be refunded for the amount tacked onto my balance with seemingly no rhyme or reason. I will file a complaint every month if my balance continues to increase illegally.
Business Response
Date: 05/01/2025
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: 05/11/2025
Complaint: 23272441

I have reviewed the business' response and am rejecting it because:
MOHELA states in their response that they were going to contact me separately from this complaint, however after 9 days I have yet to receive any kind of response from them and I am unable to get in touch with customer service through the contact phone number provided on their website.

Sincerely,

Maggijo ********
Business Response
Date: 05/12/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/01/2025
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 notified me I had a refund coming November 13, 2024. I've called on many occasions and to no avail. I was on hold 3 hours one day and 2 hours another day. I keep getting the run around. I'm owed ***** dollars I over paid on my loan.
Customer Answer
Date: 05/01/2025
Mohela told me I had a refund for ***** in November *******. I have called and to no avail. I keep getting transferred from one person to another to no avail. Will you please assist me with this issue.Their phone number is 888=********. The address is ***********************************************************************************
Business Response
Date: 05/01/2025
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 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 submitted an *** recertification application on January 3, 2025. Mohela received on January 4. Because they have been unable to process it in a timely manner, I should be in a forbearance. I cannot get Mohela to put my account into a forbearance. I made a request for the forbearance on April 7th, called April 11th to make sure the request was received. Was told that the request was received and put in on April 7th. I have sent three messages trying to get a status update to no avail. On April 9, April 24, and April 28. Each time Mohela has responded in writing that they show a record for my forbearance request but with no further details. I called on April 29th and they claim suddenly, despite confirming receipt of request multiple times, that they do not show a request for forbearance in April. I pushed the reluctant advanced agent to check again. She somehow subsequently found a record for a forbearance request and claimed it was dated April 11th. I made the request on April 7th. I only called on April 11th to verify that it was received. Then, she says she will expedite the April 11th request and says it will process in 10 business days. I don't understand how an expedited request for which I had at the time already been waiting for 17 business days has a estimated timeframe for processing that is the same as the standard timeframe. That sounds like they put in a new request on April 29th and when it takes longer than 10 business days to process, they will tell me that this request is dated not April 7th, not April 11th, but April 29th. Which makes them look better but the fact is I have been waiting since April 7th for a forbearance and I have a bill due on the standard repayment plan for May 8th. That bill is 12 times what I pay on ***. They cannot just keep moving the forbearance request date and have me waiting an interminable number of 10-day processing periods. All I want is to be put into a forbearance until they are able to process my IBR application.
Business Response
Date: 05/01/2025
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: 23272090

I have reviewed the business' response and am rejecting it because: they have not contacted me in writing as they said they would. I initiated contact on May 2 via phone about the delay in applying a forbearance pending the processing of my *** recert and got a call back on May 5. The resolutions **** *** said I should continue to monitor my account. And there was no other resolution possible. This is not different than saying we are working on it. That is not acceptable at this point because my account will be delinquent tomorrow. The amount I am being asked to pay on standard ***ayment is 12 times what I paid on ***, most recently in Feb 2025. Paying that amount every month until Mohela processes my account will destroy my family's financial security. I have 3 children: 6, 3, and 1.5. Moreover, 34 CFR ******* was recently interrupted by the **** of ** to require servicers to apply a general forbearance to ALL IDR applications that take longer than 60 days to process. This was in a court filing entitled NOTICE re: Corrected Declaration of Acting Under Secretary of Education ***** ******** submitted by ***** *******, *************** OF EDUCATION in AFT v. **** of **, 1:25-cv-00802 in the **** District Court - ********************. This case was filed on March 18, 2025. The relevant court filing was filed on April 15 and is listed as Doc 30 on the docket sheet. I also provided a copy to Mohela via my Mohela account. There is no wiggle room in this statement by **** of **: "20. Once borrowers apply for any IDR plan, they will be placed in a processing forbearance under 34 CFR *******(b)(9) for up to 60 days, or until the processing of their application is complete, whichever is earlier. Any applications that are pending for over 60 days will be moved into the general administrative forbearance under 34 CFR *******(b)." What I am asking for is simple and should not require more than 5 minutes of processing time. The relative burden to me and my kids of paying when I should not have to far outweighs what applying a forbearance would require of Mohela. They used to be able to apply forbearances like this over the phone immediately when the situation called for it. It is frankly unconscionable to fail this completely and to put people in this kind of impossible position. I will continue to complain to anyone and everyone who will listen because the stakes are frankly very high for my family. What happens if my kids need medical care or we need more childcare coverage or we have an appliance break down or a car ***air that is needed? What about school supplies and clothes in August when my account will be 90 days past due and more likely than not, Mohela will not have fixed their mistake? And so Mohela will ***ort me then to the credit bureaus for not paying what I should not have to pay. My credit score is very good because I have never paid late in my life. Ever. What do I do when Mohela is poised to destroy my credit worthiness and ***utation because Mohela couldn't spare 5 minutes to apply a forbearance that they are apparently required to apply? Do I buy my first grader a new backpack and shoes and continue her piano lessons? Or do I deny her those things and anything else I can think of so I can pay three months worth of bills to Mohela that are each 12 times what I pay on ***? And if Mohela can't take five minutes to apply a forbearance, you can bet I will never see that money again. Mohela still hasn't processed a 200 dollar refund from Sept 2024. When are they going to process a refund for thousands? Surely the answer to that is "never" if history is any indication of future behavior.

Sincerely,

****** *********
Business Response
Date: 05/08/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 05/15/2025
Mohela applied the forbearance. Thank you for your help. I doubt very much that I would have been able to motivate Mohela without the BBB.
Initial Complaint
Date:04/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally dispute the inaccurate reporting of all student loan accounts listed under my credit file. These accounts are either outdated, inaccurately reported, or not properly verified in accordance with the Fair Credit Reporting Act (FCRA). I am requesting a comprehensive investigation and removal of all student loan accounts associated with my credit profile.According to your obligations under the ****, the following applies:________________________________________1. Section 623(a)(6) 15 U.S. Code 1681s-2(a)(6):This provision requires that if a consumer disputes the accuracy of information directly with the furnisher, the furnisher must not report the information to any consumer reporting agency without including a notice that such information is disputed by the consumer. If the information is found to be inaccurate, it must be corrected or deleted.2. Section 615(f) 15 U.S. Code 1681m(f):This section provides protections for consumers by prohibiting the use of inaccurate or unverifiable information in making credit decisions, and outlines your responsibility to provide proper notice of adverse actions and ensure accuracy.3. Section 605B 15 U.S. Code 1681c-2:This section allows consumers to block information from appearing on their credit reports that results from identity theft or unverifiable claims. If a consumer disputes an account that is fraudulent or cannot be verified, the consumer reporting agency must remove or block the account from the file.4. Section 623(a)(1)(A):I am specifically requesting that you:Verify the accuracy and validity of all student loan accounts listed under my credit file.Confirm whether these accounts were affected by ************** Loan Forgiveness (PSLF) or Borrowers Defense to Repayment programs.They have not given me my PSLF update nor credited me per the Borrower's Defense Application which should be zeroed out due to *********************'s lawsuit.
Business Response
Date: 05/01/2025
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:04/30/2025
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.
loan went into default and I was not notify a payment was due, my credit was effected and I paid the outstanding balance as soon I I saw it was late. I have now been trying to reach a human at mohela for over a month to resolve the issue with my credit and can not reach anyone. I have Been left on hold for over 10 hours of a period of 30 days. I have the phone records to how all of my attempts to reach a human to speak to.
Business Response
Date: 05/01/2025
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: 05/02/2025
Complaint: 23270055

I have reviewed the business' response and am rejecting it because: No response has been provided. Nothing has been received in the mail. I have spent hours on their phone lines and always seem to get disconnected.

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.
Initial Complaint
Date:04/30/2025
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 was contacted by this company stating I have a debt with them that they took over from Navient. I requested a copy of the original promissory note with my signature and highlighted area that states I will accept the debt if taken over by another company. The person on the phone was incredibly hostile and stated that the promissory note could only be mailed and refused to email or fax the note for verification of debt, despite me saying that if I could see the promissory note I would make a payment today. She then threatened me that if I did not make a payment today that she would write down that I refused and that she would garnish my wages and take my property. I stated to this individual that all I needed was a copy of the promissory note to verify and I would gladly make a payment and she refused and then hung up on me.
Business Response
Date: 05/02/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.
Customer Answer
Date: 05/02/2025
Complaint: 23269866

I have reviewed the business' response and am rejecting it because:
The has not been a resolution, there was an email that was sent saying they would be contacting the bbb.

Sincerely,

******* *******
Business Response
Date: 05/06/2025
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:04/30/2025
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 not sent my student loan payments to the student aid department and therefore my public service loan forgiveness has been stuck at 119 payments since November. They refuse to help me or tell me why my payment counter wont update,m.
Business Response
Date: 05/01/2025
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:04/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been calling Mohela since the end on March to request a complete financial summary that includes my name, account number, payments made in 2024 and what specific loans were my payments applied to. I call several times a week despite their wait times being outrageous. On one occasion I waited 2 hours to speak to the note taker who then transferred me to resolution team member which was a 5 hour wait and when I asked to speak to a supervisor the call was disconnected and despite asking my permission at the beginning of the call for call back if we were disconnected no one called me back and that is just one occasion of many in the past month plus. I have spoken to several representative and supervisors. I continue to receive a payment history which is not what I am requesting as it does not detail what loans my payments were applied too. I went through a similar situation last year in need of a similar document. I have even provided them with the date I received the one in 2024 in hopes they can just reference that one and I stop getting the run around. I been told only the loan department can construct that letter and/or financial activity for however I am unable to speak to that department directly. The document requested was time sensitive however had to be dated with a ***************************************************************************************** March. At this point my window is closing and I still have not received the document requested. When asked to speak to a speak to a high supervisor they tell me they don't have one or no one is available to speak to or to leave a message for.
Business Response
Date: 04/30/2025
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: 05/11/2025
Please note I accepted the consumers response to my compliant. Following the BBB compliant the consumer provided me with the needed document I was requesting for over a month.
Thank you!

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MOHELA is NOT a BBB Accredited Business.