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.
1,378 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:04/22/2025
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.
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.
To Whom It May Concern,I am writing to formally request the Better Business Bureaus assistance in resolving an ongoing issue with the reporting of my federal student loan payment history, as serviced by MOHELA.I believe there is an error in the payment count on my accountspecifically, payments made between September 2024 and December 2024 are not being appropriately reported to ************** and the relevant credit reporting agencies. I have made numerous attempts to address this matter directly with MOHELA and through the Federal Student Aid. Despite these efforts, the issue remains ************* addition, I have placed multiple phone calls to MOHELA. These attempts have been met with significant barriers, including:Unanswered calls or disconnections,Extended wait times without resolution,Being caught in a continuous loop of automated prompts with no option for direct contact with a representative.These challenges have made it exceedingly difficult to obtain meaningful support or clarity regarding my account. As I have exhausted the standard complaint and escalation channels without a satisfactory outcome, I am turning to the BBB for assistance.I respectfully request your help in reviewing my case and facilitating a resolution that ensures my payment history is accurately reflected and properly updated across all necessary records.For reference, my contact and account details are as follows:Name: ******* *******-******** Date of Birth: ********** Email: *********************** Phone Number: ************** Thank you for your time and attention. I greatly appreciate your support in helping to resolve this matter.
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.
I recently reviewed a copy of my credit report and was shocked to find i had a 90 day late charge on my account. This is totally fraud by MOHELA. I have filed a *** REPORT against MOHELA for this type of fraud. I have never been late. I want this account corrected immediately on my TRANSUNION REPORT or remove this from my credit report this is hurting my ability to obtain credit. The accounts are for ********************** account number **************. I have attached a copy of my FTC report, driver license and social security card.
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.
Customer Answer
Date: 04/25/2025
Complaint: 23234649

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

Sincerely,

***** ******
Customer Answer
Date: 04/28/2025
I want all fraudulent late payments deleted immediately from my MOHELA account.
The debt collector must then cease collection activities until they provide verification of the debt(15 U.S.C.A. 1692g)[1].Billing Error Notice.
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:04/21/2025
Type:Order 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.
Prior to the court injunction on the SAVE program, in May 2024 my student loan servicer Mohela, advised me outright that it would be advantageous for me to consolidate my student loans. In following their advice, I submitted an application for consolidation which included an application for the SAVE program on May 24, 2024. However, despite processing this consolidation application, Mohela failed to process the SAVE application and allowed this SAVE application to remain unprocessed through the court injunction on the SAVE program.MOHELA has been instructed that after my initial processing forbearance ending November 2024, my loans were to be placed in on on-going INTEREST-FREE forbearance, however that has not been the case. Despite opening formal complaints worth both my congressman and BBB with the ombudsman, after which I received correspondence that these loans would have the interest removed, INTEREST HAS CONTINUED TO ACCRUE. Please see the attached letters which include directives as well as a formal apology from the ombudsman confirming no interest should be accruing. At this point, Mohelas continued interest accrual is against the directives of a formal appeal process with the ombudsman and could be considered theft.
Business Response
Date: 04/23/2025
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: 04/29/2025
Complaint: 23233860

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

I did not receive a response from Mohela regarding this complaint within Mohelas advised timeframe.

Sincerely,

****** *****
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:04/21/2025
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 need to put my loan in forebearance while I wait for my pslf to go through. The first time I called the wait time was 5 hours. I just sat on hold for 2 hours after it said my wait time was 1 hour. I dont have that kind of free time to wait for them to answer l.
Business Response
Date: 04/23/2025
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:04/21/2025
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.
Today is April 21, 2025. MOHELA is my loan provider and as of this writing, I have spent a total of 7 plus hours on hold. I am trying to get my loans out of forbearance because I have consistently been paying towards ****. The first time today, I was on hold 4 hours and 17 minutes before a representative picked up. This person was clearly working remotely because I could hear all manner of household noise in the background. The real kicker was when the person started coughing and I said Hello, are you okay? I work in an office so being on hold like this is beyond reason. After 10 minutes of household noise and my routine hellos, to let the person know I could hear him/her, I was sent to a survey and the phone was disconnected. I am currently on hold (I called back at 2:48PM) and it is currently 5:49PM ****************. The representative who picked up, only to put me on hold, swore there was no other way for me to be connected to an IDR specialist. My new current hold time is 3 hours and 15 minutes. All I want is to get out of forbearance, have my payments counted and move on with my life. MOHELA is being paid millions of taxpayer, yet the company has consistently operated in deliberate bad faith with taxpayers.
Business Response
Date: 04/23/2025
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.
NOTE: I will wait for their response in my account inbox, however, given previous challenges I will file a new complaint if the response is unsatisfactory

Sincerely,

****** *******
Initial Complaint
Date:04/21/2025
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 on the RE-Paye student loan program it was currently paused due to a court injunction but during this time payments are supposed to be on hold. Well Mohela didnt get the memo and is continuing to charge me during this time of forbearance.
Business Response
Date: 04/23/2025
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:04/21/2025
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.
On April 15th I received a notice form the credit bureau that my score dropped 180 points due to a delinquent account. I was on unemployment for several months prior to this reporting and had a deferment on my account until I was financially able to start re-payments. I have worked so hard to save my credit and rebuild it so I would be able to make these payments and be in good standing. I have made phone calls everyday for a week and unable to get a live person to speak too. the wait times are over 2 hours and the one time I was able to connect with someone the call immediately disconnected. Since then I cant not seem to get a live person or even get in the que to wait or receive a call back. there aren't any other options over the phone and no email address that I can find. I work full time and its becoming an issue spending so much time trying resolving this washout getting anywhere. I am happy to set up a payment plan moving forward, however I was financially un able to make payments prior, therefore , I NEED my credit score restored back to 723 as it was. If possible I would like to move my loans to a different loan provider. Please help! Thank you
Business Response
Date: 04/23/2025
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:04/21/2025
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 bank account was double charged in September 2024. Mohela withdrew the money from my bank account twice because I used to have automatic payments. I had one of the accounts on forbearance On February 2025 they applied the payment to something else instead of the bill and now my account is on delinquency.I had called multiple times and this issue has not been resolved. Today I was on hold for 3 hours and 45 minutes and then they hanged up on me without attending my call.I am trying to get in contact with them because my account is on delinquency, but no one calls me and the phone calls wait times/hold are too long.
Business Response
Date: 04/23/2025
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: 23231891

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

Sincerely,

Nibelca *******
Customer Answer
Date: 04/28/2025
I do not accept the response made by the business to resolve this complaint because I have not received a credit for the double automatic payment withdrawal from September. Mohela fixed my account balance after I reached out to them after receiving your correspondence. They never reached out to me. My account is not on delinquency anymore, but I did not received a reimbursement for the extra payment they withdrew from my account in September 2025.
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:04/21/2025
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 submitting a good will / dispute towards MOHELA who has completely ruined my credit. I was not notified of this Loan from 2019 needing to be paid **** until they sent in a delinquency notice to credit bureaus. Never received a letter stating I was 90 days past due when I had not even began to make a payment. I am asking for forgiveness or help as my credit significantly dropped over what they submitted. I tried contacting MOHELA if there was anything I can do or if i could pay this entirely off and the lady was very rude in handling the situatin.
Business Response
Date: 04/23/2025
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.