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.

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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:04/27/2025
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 not reliable for this debt communications, I do not have a contract with Mohela/Dofed, they did not provide me with the original contract as requested
Business Response
Date: 04/28/2025
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:04/27/2025
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 late payments from MOHELA NAVIENT on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payment
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.
Initial Complaint
Date:04/27/2025
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.
Hi, I have submitted numerous requests to Mohela to switch me from my SAVE plan to an IBR plan and place me in a 60 day processing forebearance. Mohela continues to keep me in the SAVE forebearance even though I have called over 10 times to get this rectified.
Business Response
Date: 04/28/2025
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
Hi my issue still hasnt been resolved. They stated that they are still processing my documents however I was never put in a 60 day processing forebearance as I should have.
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:04/25/2025
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 been paying $100 every WEEK for over two years the same way via online banking. In September the payments kept coming out of my bank account but not to my student loan account. My money has been floating in thin air $2500 is just lost somewhere. I have called and called and called Mohela and IF I do get a response after a LITERAL 5+ hour wait, the say they need to transfer me which is another 3-5 hour wait. ******* has filed claims and said it is on Mohela. Last response from Mohela was two months ago when they stated my money should be processed soon. Its been over 7 months!!!! It should take THAT long to process my payments. Also, they said their address changed on September and thats the reason for the delay and why my payments are showing up on their end absolute BS! They WILL reimburse me for the interest difference Ive been charged as well! This is ABSOLUTELY INSANE!
Business Response
Date: 04/28/2025
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: 04/28/2025
Complaint: 23250516

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

I have yet to receive a correspondence from MOHELA. They have done nothing to rectify this issue. This has been going on since September 2024!!! $2500 is STILL missing out of my bank account!!

******* ********
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:04/25/2025
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.
05/2024 I was placed in a SAVE plan for $236/month. October 2024 my payments jumped $1,660. I emailed MOHELA 10/31/24, their reply: A request was submitted to reprocess your IDR. I emailed MOHELA 11/19/24, their reply: to suspend payments, select the option that describes your situation. None did. I emailed MOHELA 11/30/24, no reply. 12/03/24 I called MOHELA, my loans were finally placed in a 60-day processing forbearance. 12/15/24 I emailed MOHELA to let them know of my new job and reduced salary, they replied You may request a recalculation of your IDR plan. 12/30/24 I completed a new IDR application. 01/30/25 my payments were $1,660 again; I emailed MOHELA, no reply. 02/06/25 I called MOHELA, my loans were placed in a 60-day forbearance. 03/23/25 MOHELAs main **** said "Forbearances are automatically being placed for borrowers on the SAVE Plan through 7/31/2025. Borrowers that have a pending IDR application may also be placed on a forbearance until 7/31/2025." I emailed MOHELA, they replied with an unrelated canned response. 04/15/25 I called MOHELA and was told it was an error I wasnt placed on a SAVE forbearance and the correction would be expedited. My payment still says $1,660. I emailed MOHELA 23 times in April 2025 without a response. I called MOHELA 04/23/25 but the option to ask about forbearances, deferments, and IDR is not available. 04/23/25 I filled out an IDR application to update my tax status. My husband and I claim single and withhold at higher single rate so we are filing separately. Because my husbands salary is much higher my IDR payment will be $900 more with his salary factored in. It is disgusting for him to pay $900/month to be married to me, like Im a leased car. I need to be in SAVE forbearance and my IDR processed with my current salary and tax status. MOHELA hasnt remedied these issues and has ceased communication, forcing me into default with inaccurate and impossible payments.
Business Response
Date: 04/28/2025
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: 04/28/2025
Complaint: 23250437

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

This is a simple correction on their part that does not require a 5-day waiting period. My federal student aid account (screenshot attached) clearly shows that I should have been in a SAVE deferment along with everyone else. The next due date for payment on my federal student aid account is 08/28/25. However, my MOHELA account still says I owe an inaccurate and impossible $1,659.70, due today 04/28/25. Additionally, twice in the past MOHELA has told me my account would be corrected "within 5 business days," most recently I was told this on 04/15/25 (again, listen to the recording as according to MOHELA all calls are recorded for training purposes) when I was assured my account was approved for expedited correction and would accurately reflect my SAVE forbearance "within 5 business days." We're long past 5 business days and my account is still not corrected.

Sincerely,

**** ************
Business Response
Date: 04/28/2025
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: 05/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They have finally corrected my account to accurately reflect that I am not in default. It remains to be seen if they will correctly calculate my IDR.

Sincerely,

**** ************
Initial Complaint
Date:04/25/2025
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.
On April 25th, 2025 I called MOHELA at 9:33 am in order to address an ongoing case for completion of PSLF, buyback of deferred time, and incorrect information provided from an original phone call April 16th. After being connected with a support member in training at 10:35 am, I was told I would need to be connected to a specialist and was put BACK ON HOLD at the start of the waiting room. I was offered no call back option. I was told I would be with a representative in one hour and 45 minutes. After 2 hours, at 12:35 pm they disconnected my phone call. MOHELA is mismanaging my student loans and refuses to expedite a case that has been open since November 11th, 2024.
Business Response
Date: 04/28/2025
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: 04/28/2025
Better Business Bureau:

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

Sincerely,

********* ****
Initial Complaint
Date:04/24/2025
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.
I have tried reaching out to Mohela several times. I am trying to access my account. Says the information I entered does not match any of their records. I reach out to student aid to assure my account was with **********************. He confirmed it was. I called Mohela on 4/17/25 with my current hold time being an hour. It needs to be resolved, so I waited. I spent over 2 hours and 12 minutes on hold just to get disconnected. I have tried to retrieve my password by entering social and last 4 digits of phone number. Says there is no account matching that information. I email Mohela on 4/23/25 concerning my issue, no luck their either. I am currently on hold with them as we speak with my current wait time supposedly being 35 minutes. I have been on hold for over 1 hour and 32 minutes with no answer as of now. This is beyond frustrating because if payment is past due, it falls back on me. Mohela has the worst customer service of anybody I have ever dealt with.
Business Response
Date: 04/25/2025
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:04/24/2025
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.
In August of 2024 one of my student loan payments was returned due to insufficient funds. As a result, MOHELA completely cancelled my auto-pay schedule, which cause me to unknowingly miss several more payments. I never received any correspondence about this, other than messages within my MOHELA account. Why would I check that inbox if I wasn't aware of a payment issue?On March 29th, I finally received an email from MOHELA letting me know I was late on a payment. I have now paid back the past due amount, but I have 8 late payments recorded on my credit report for February and March 2025, resulting in an over ***************** my credit score. My credit is ruined because MOHELA cancelled my payment schedule and failed to alert me about it. I would like MOHELA to remedy this issue by correcting my credit report and removing those eight late payments. It is worth noting, those eight late payments should only be 2, but I am being hit with one for each individual account under ********************** even though I only make one lump payment to them monthly.This is abuse. This is bullying. And I know there are hundred of thousands of US citizens being abused by this company in the same exact way.
Business Response
Date: 04/25/2025
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: 04/25/2025
Complaint: 23247345

I have reviewed the business' response and am rejecting it because: I spoke with Mohela on the phone today to discuss the situation and my options for negative credit reporting. While the credit specialist (id#******** was very kind, I am not satisfied with the outcome of the conversation.
I stopped receiving communications from Mohela in April of 2024. I did not receive any emails or letters from Mohela until February 2025. My loan payment was returned in August 2024, without my knowledge, and Mohela cancelled my auto pay without communicating this action with me. I received no mail, no email, and no phone calls letting me know my account was delinquent and my auto pay was cancelled until March 29th, 2025. At this point, Mohela had already reported me to the credit bureaus for having 8 total late payments, resulting in a 200+ point drop in my credit score and the effective ruining of my credit history for the foreseeable future. In short, due to Mohela cancelling my auto pay and not telling me, my account continued to be delinquent without my knowledge, resulting in the destruction of my credit. It is worth noting, when they finally did communicate my delinquency to me, I paid my past due bill in full and I am now is good standing with MOhela.
The key takeaway here: Mohela had a responsibility to notify me of my returned payment in August 2024. If they sent me a private message in my Mohela portal communicating this, it is their responsibility to notify me that I had a secure message awaiting my response and that I needed to log on to view it. I received no such communication, resulting in delinquent accounts that never should have gone delinquent. I was not notified of this delinquency by email. phone call, or letter until March 29th, 2025, 8 months after my payment was returned.
I would like Mohela to retract the 8 counts of late payments reported to the credit bureaus so that my credit score can be repaired, and I would like all correspondence from Mohela sent directly to my home in ****, ****** (address listed in my Mohela profile) with certified mail moving forward.

Sincerely,

***** *******
Business Response
Date: 04/28/2025
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:04/24/2025
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, my student loan servicer, has been overcharging me nearly $800 every month for the life cycle of my loan repayment. The total personal cost to me has been nearly $15,000. Mohela has not responded to my attempts to get in touch with them to resolve this issue.
Business Response
Date: 04/25/2025
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: 23246211

I have reviewed the business' response and am rejecting it because: They did not respond to this complaint within 5 business days.

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:04/24/2025
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 federal student loans were forgiven through completion of PSLF on 01/03/2025. Mohela contacted me to inform me of this on 01/04/2025. I am owed 3 months of over-pay at this point. Before the end of that January, I spoke to a Mohela representative that said the check was already in the mail and should be received within 90 days. It is now 04/24/2025 and there is no check. Additionally, Mohela's letter stated it would contact the credit bureaus to inform them of these loans being forgiven. This has not happened. I demand my money be paid to me and the credit bureaus be notified immediately. You have my contact information.
Business Response
Date: 04/25/2025
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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MOHELA is NOT a BBB Accredited Business.