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:04/30/2025
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 received a notification from MOHELA on 1/15/25 that my loans were forgiven under PSLF. The letter stated that the effective date of the forgiveness was 10/31/23 and that I overpaid by $2,300 and was owed that money. I have not received the money or any correspondence from MOHELA since 1/15/25 (well over a year since my loans had been forgiven). I was told the refund would come within 4-6 weeks and it has been over a year and a half.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: 04/30/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
***** *******Initial Complaint
Date:04/29/2025
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 a federal loan collection agency. However they failed to send me a bill for over a year and it has now negatively impacted my credit score. Since finding out I owed them, *** attempted to make payment that dont get processed. You can never get a customer service representative to speak to about your loan I believe there is currently a class action lawsuit against them for not notifying lenders and not sending bill statements I need some response from this agency to rectify this issue, and improve their practicesBusiness 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.Initial Complaint
Date:04/29/2025
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.
Unfortunately, I have to file this complaint because it is impossible to get someone on the phone. Today I called about a refund due to me. The person I spoke with said a check was mailed in January. I never received it. I also asked about an adjustment on my acct in the amount of $721.15 and what this was for. The ***resentative said I was only able to talk with someone in the accounting department and said I had to be transferred. She could not give me a number to call directly. I was on hold for 4 hours!!!!!!!!!!!! Yes - 4 hours!!!! I finally hung up. I would like to know why I haven't received a refund check and how did they come up with the amount of the check? The *** should be ******* and the *** said it was a different amount. I would also like to know about the $721.15 charge and where did this number come from? I would like for someone to contact me. This is a horrible way of doing business - leaving someone on hold! Why couldn't you just have a *** call me back when they were available? I wouldn't mind waiting a few days for someone to call me back??????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: 05/10/2025
No one from Mohela has contacted me either by phone or e-mail or put any electronic documents in my account. I was supposed to have received a response from them within 5 business days. It's been over 5 business days and I have heard nothing. Please keep this complaint open as my complaint has not even been addressed by this company!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.Customer Answer
Date: 05/15/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** ******Initial Complaint
Date:04/29/2025
Type:Service or Repair 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 qualified for the teacher loan forgiveness program. Two years later, my loan has not been corrected. I have submitted and re submitted the paperwork numerous times. After a year of waiting, A few months ago I called to check in, and was told to 'wait it out'. My account is now due again. I have called several times and am forced to wait for ridiculous amounts of time. Recently, I did get a hold of someone and then was transferred to a specialist, and placed on hold again. I am concerned because now that there is a new 'platform' all of my paperwork has been lost or no longer available, and the platform says that my payment is due, when I absolutely 100% qualify for the teacher loan forgiveness program.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.Initial Complaint
Date:04/29/2025
Type:Service or Repair 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.
Since my federal students loans have been transferred to MOHELA, they have done everything wrong and consistently pushed back my eligibility for loan forgiveness under PSLF. They have claimed that I missed a payment, which is IMPOSSIBLE since they auto debit my payment each and every month. They have discounted June and July, 2024 toward my forgiveness (even though these months were still were still covered by the federal pause). And now they have failed to process my IDR recertification (filed 12/31/24) - which means they have now put my loans into deferment - which in turn means they are not counting ANY of my current monthly payments in my PSLF count. I have tried calling - and cannot withstand the over 2 hour wait times. I have emailed my complaints and they just respond with a mass response that does not address my individual issues. WHO CAN HOLD MOHELA accountable? I was supposed to have ALL of my loans forgiven after my July 11th payment. I have made career and life decisions based on this date. And now, they can just change the count? They can just claim I'm in deferment even though I have, and continue to, pay every month?! Please help me defend myself against a company that clearly doesn't care about me or my rights!!!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.Initial Complaint
Date:04/29/2025
Type:Service or Repair 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.
Not able to contact anyone in this company and the information that I do know that they have on file is incorrect.Business Response
Date: 04/29/2025
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:04/28/2025
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 complaint is regarding Mohela, my student loan servicer. I am a busy medical resident who was started on the standard repayment plan in December with interest accruing on my student loans. This is illegal and directly against the loan servicer's stated policy of interest-free forbearance to individuals enrolled or applying to the SAVE program. I had applied for SAVE in April of 2024 and then had to reapply in October of 2024. I had applied months prior and instead of being enrolled promptly, they placed me on the standard repayment plan with interest accruing. After numerous attempts to contact my loan servicer including emails, calls, and even a complaint to the department of education, I was finally able to be placed on forbearance until my newly submitted *** application is accepted. Instead of placing me on an interest-free mandatory forbearance, which medical residents qualify for, it seems my forbearance is 60 days and interest continues to accrue. I have accrued nearly 5k in interest on my loans when I am supposed to be in an interest-free forbearance period while the courts make decisions regarding SAVE and other income based repayment plans. Truly unbelievable and not fair at all. The BBB has helped me successfully in the past. I understand this is a difficult and messy time particularly with student loans. I need to have this interest removed as I should not have had any accruing in the first place. I also need to be placed on *** finally. If there is anything you can do, I would be immensely grateful. God bless you.Business Response
Date: 04/29/2025
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:04/28/2025
Type:Delivery 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.
Account number ******XXXX *************************** I requested 2x that MOHELA send me my tax statement for 2024. I did not sign up to have paperless neither, did I want to have to log on to receive it. I called in February 2025 to have them send my tax statement it was not sent. I was told that it had been mailed several weeks earlier. I called in March and asked that it be mailed. They gave a fake excuse that it was mailed, i may have had paperless statements again and I could go online to print it off myself. I told the company I did not have paperless on the account for the last 15 years and I was not going online to print it out. The representative said she was mailing it. To date after 3 months, I still never received my legal tax statement by mail. Please investigate why they are not sending out tax statements. If this happens next year, I am filing with the Attorney General for an investigation.I want them to mail my tax statement. Please call ************ to resolveBusiness 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.Customer Answer
Date: 04/30/2025
Complaint: 23224745
I have reviewed the business' response and am rejecting it because:I have not heard from anyone.
NO call and no contact from business.
I have NOT received the tax document in the mail. I had to download it which is NOT MY CHOICE OF PREFERENCE.
DO NOT CLOSE THIS COMPLAINT.
Sincerely,
****** ******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.Initial Complaint
Date:04/28/2025
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.
Subject: Complaint Against Mohela for Unfair Loan Servicing and Predatory Practices Dear BBB,I am filing a complaint against Mohela for failing to provide proper documentation regarding the transfer of my private student loan and engaging in unfair lending ************ loan was originally with ******************* (now Navient) and has since been transferred multiple times. Mohela recently acquired it but has failed to provide documentation proving their legal right to service my loan, despite multiple requests. While they located records for one account, they could not provide the disclosure agreement or account history for my second loan (Loan-4711).I originally borrowed $8,000, yet due to excessive interest, my repayment obligation grew to $29,982.86, with an annual increase of 13.4%. Over 18 years, I have paid more than $45,000, yet Mohela claims I still owe $13,368. This is predatory and unreasonable.I request:Proof of loan ownership and full documentation.Cancellation of the remaining balance due to their failure to validate the debt.Immediate removal of this loan from my credit report.Mohelas lack of transparency and predatory terms have caused significant financial harm. I urge the BBB to investigate and assist in resolving this matter.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.Initial Complaint
Date:04/28/2025
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 received notice of PSLF Forgiveness on November 12, 2024. I verified my address with a Mohela representative on the phone and was told I was all set and should receive a refund check over my overpayments in 90 days. I have contacted Mohela multiples times since then, at least once a month since January 2025, looking for an update. Over the phone I've been told my case is being escalated, or I am not able to be helped by the first representative who then passed me on to another department and I wait several hours before having to do something else with my day, typically needing to go to work so can no longer hold. It has been well over 90 days and I would like my overpayment refund and an explanation as to why it has taken so long.Business Response
Date: 04/29/2025
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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