Business Profile

Loans

MOHELA

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Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,048 total complaints in the last 3 years.
1,378 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: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.
I have received 24 conflicting documents from Mohela starting when my loans were consolidated in March of 2024 and transferred from Aidvantage to Mohela. I also applied for and received PSFL. I Then submitted a new IDR (SAVE) application and have been on hold due to the litigation. I have received payment due notifications while also receiving notices of forbearance. I was told my interest was 0% while in forbearance but had interest accrued. I was told in March of 25 that the forbearance issue was going to be resolved and that all of the past due amounts would be cleared. 30 days+ later Mohela ***orted my delinquent account to the credit agencies which dropped my score 140 points. A few days later I checked my account on the ********************** site and saw that the account was in forbearance with no payment due. So they screwed my credit first then did their job. I still have a new payment plan application pending (the third one I have summitted in the last year) and there is no timeline on when it will be processed. I also just waited 2 hours and 40 minutes on hold to speak to a CS *** who could not help me with any of it. She stated that I might have to wait up to 90 days for my credit ***ort fixed. She told me that I should call the credit agencies to dispute. I don't see how it should be my problem to fix. By their own admission, it was an error on Mohela's end.
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.
I am not able to contact Mohela. I have remained on the phone for more than 8 hours and I have sent messages to Mohela via their website. No response. And just impossible to reach anyone. At one point, after waiting 3 + hours for my phone call to be answered, I spoke to someone who agreed that I should not be getting statements requesting payment, as I have been approved for TPD discharge. However, she indicated that she could not help me with that and transfered to the appropriate representative. I waited 5 hrs and never before being hung up on. My next payment is due 4/28/2025.Statement received:Your Student Loan Payment is Due: 04/28/25 Current Due: $832.58 Past Due: $0.00 Total Due: $832.58 Message sent on the Mohela Website.Subject:Discharge: TPD Received Date:04/23/2025 Original message: I am eligible for a TPD Discharge.Statement from letter received by ****** and ************** of ***************************** *********************** Determines Youre Eligible for TPD Discharge Account Number: *******
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:04/23/2025
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 recently discovered that my credit score took a HUGE 118-point hit. When I checked, Credit Karma showed a 90-day delinquent payment something I had never seen or received any notice about. No letter, phone call, or ******** soon as I saw the credit impact, I created a new account on *********************** site, since my previous login was no longer working and redirected me to a different platform. I made the payment right away and brought the account back into good standing.After digging deeper into the account, I noticed that the loan had been automatically placed in "retroactive forbearance" twice, without any communication. It also showed a repayment begin date of 02/08/2021, but then below that, it lists a payment schedule starting 06/11/2025 and ending 01/11/2030 which makes no sense.Ive tried contacting MOHELA several times at least five calls, and over five hours on hold and eventually gave up. I did file a dispute with the credit bureau, but was told it could take up to 30 days before anything can be escalated.After checking the BBB, I found several others experiencing the exact same issue.I work extremely hard and always make my payments on time, which is clear in my credit history. To have this happen without any notice is beyond frustrating. MOHELA should be held accountable.I would really appreciate it if theres any way my credit can be amended to reflect the full context of this situation.
Business Response
Date: 04/24/2025
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: 05/05/2025
Hi this still has not been resolved. I've waited multiple weeks. I sent email directly still no response. Can we escalate this ? Who did you speak with that says they would reach out ? Never got a letter or email. I've called multiple times and cannot get a hold of anybody willing to help me.
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.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 05/06/2025
Complaint: 23242093

I have reviewed the business' response and am rejecting it because:
I have submitted a complaint with the credit bureau & have yet to hear a response. I also submitted an email via the web portal on April 22nd and did not receive a response either. My dashboard shows the schedule begin date starting June 11th to be the start date for repayment but you have it's starting back in December without knowledge or update. I need to get this resolved as it affected my credit score & I'm waiting to get a credit report for a contractor's license. This dropped my score by 118 points and I have no way to fix it unless it is reported by mohella. I have updated and made payments catching me up & plan to make payments moving forward. I do not miss any payments on any other card as my credit shows. This is becoming extremely frustrating since I have tried doing my own due diligence & doing everything in my power to get this resolved. If somebody can please call me or email me a letter I can provide it to the credit bureau and credit karma to get this dispute fixed. I would greatly appreciate a non computer generated response.

Sincerely,

****** ******
Business Response
Date: 05/07/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:04/23/2025
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 responsible for the student loans with mohela who is now reporting late payments to my account. Due to Covid 19, which is considered an economic issue I was hospitalized and laid off from work due to downsize. I reported this information to mohela and was told they were going to put payment on forebanrace as I was a qualified candidate. Please help me get these student loans removed as I have no recourses, nor funds to pay this debt. I never got to study, I never got to take advantage of the education and now I am being affected for a money that was placed on forebanrace
Business Response
Date: 04/24/2025
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:04/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid off my student loans in 2024. I emailed them to give me a pay off letter, especially since i was getting notices that i missed payments (how can i have missed payments if its fully paid off). There platform is shady as it took 2 months to pay it off since they dont estimate the interest correctly. When I emailed, I received messaging at that time that i paid it off. Now April 2025, Im recieving notices I owe some money. ON what? My loan is paid off. I want them to adjust and correct that, and send me a pay off notice, and close my accounts like i requested. I heard other people have to escalate to get their pay off letters too, so dont know why this would be a policy. my username is nokneed227, i usually have to put my ssn and date of birth in to access, i dont see an account number. I have a copy of my account history.
Business Response
Date: 04/24/2025
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
Id like to wait on replying to the response until i have seen their messages.
Initial Complaint
Date:04/22/2025
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 was my student loan provider. In December 2023, I was notified that the bulk of my loans had reached 120 qualified payments, the remainder would be forgiven. I was also informed that I was due a refund of $332, the refund process would take 90 days. Ive called and emailed no less than 5 times, and were told another 30 days, to date April 20, 2025, the refund has not been processed. In December 2024, another set of loans have been paid off, and a refund was due of approx $100. I called in Feb 2025, I endured another 4 hours hold, and multiple transfers, and they promised both refunds would be processed by end of March 2025.On April 8, I called again, got transferred twice in 4 hours, each time repeating the same facts, only for my request to be escalated/transferred for a 3rd time, placing me in another hold que..was hold on 2 hours and the CALL DISCONNECTEDI dont know what else to do.
Business Response
Date: 04/24/2025
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:04/22/2025
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.
Mohela put me on forbearance without notifying me. I have two more payments to make to reach the 120 payments that grants me forgiveness. MOHELAs action is holding me up from making those two payments and delaying my loan forgiveness. I tried to call them I have been on hold for over 5 hours with no answer
Business Response
Date: 04/24/2025
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
Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:04/22/2025
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 this complaint due to ***eated issues with MOHELA's failure to process my auto debit enrollment for my federal student loans, despite multiple attempts on my part since October 2024. I have submitted the required forms and verified my banking details at least 3-5 times over a six-month period. Each time, MOHELA acknowledged receipt of my request but failed to implement auto pay or apply the associated 0.25% interest rate reduction they advertise.Details:I have email and phone records showing I enrolled or inquired or followed up regarding auto pay multiple between October 2024 and April 2025.Each time, I was told that the enrollment was being processed or that a technical issue was being resolved, yet auto pay was never ************ of April 2025, MOHELA has stopped responding to my inquiries, despite multiple follow-ups.I have lost out on six months of interest rate reduction through no fault of my own, which could have a long-term impact on the total cost of my loans.This experience has caused significant stress and calls into question the reliability and integrity of MOHELAs servicing.Resolution Sought:Immediate activation of auto pay.Retroactive application of the 0.25% interest rate reduction from the first date I attempted to enroll in October 2024.A formal explanation as to why this issue persisted for six ********* a gesture of goodwill and in acknowledgment of the undue burden and servicing error, I request a credit or partial forgiveness applied to my loan balance. A refund on late charges due after I was told by a *** the auto pay was processed, and then it was not.
Business Response
Date: 04/24/2025
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:04/22/2025
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 owes me over $2200.00 overpayment refund check. Everything has been approved by Mohela since June of 2024 and they are refusing to issue the check. The customer service manager has sent several emails to the accounting department for escalation and no one has heard back. I have filed several complaints, and the only response from Mohela is "We are working on it." They cannot give me an answer on why it is taking so long besides "They are actively working on the request."
Business Response
Date: 04/24/2025
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: 23237562

I have reviewed the business' response and am rejecting it because:
They say the same thing. "We are working on it," except they are not. They need to issue me a refund of over $2000, and are refusing. I confirmed several times with managers that everything is approved, but Mohela's accounting is not processing. None of the managers were able to explain why. I am still waiting to hear back from a higher level supervisor. Mohela literally stole my money and are way past the deadline set by the Feds and their internal policy.

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:04/22/2025
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 CASHED MY PAYMENT ON FEBRUARY 12, 2025 - BUT DID NOT CREDIT MY MOHELA STUDENT LOAN ACCOUNT WITH THAT PAYMENT
Business Response
Date: 04/24/2025
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.