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.

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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:04/21/2025
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.
My student loan was dismissed due to a disability around January 2025 and there is a refund due to me. I have called MOHELA several times about the refund of around $1,300 that I should be refunded and have been told they cannot give me data on my account and then transfer me to a supervisor and the wait time is over seven hours. I have not received a call back nor reply to my email regarding my refund.
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: 04/23/2025
Better Business Bureau:

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

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 recently checked my credit and mohela reported my student loans to the credit borrower twice, for 2different amounts. I only have one loan with mohela. I have been unable to reach anyone to correct this issue. My credit score has decrease because of mohelas mistake
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.
cannot reach Mohela to determine new Income driven payment plan, they randomly took one payment
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:04/20/2025
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.
Loans were in forbearance until November of next year. Loans then were transferred to Mohela who took me off forbearance without speaking to me and charged me interest. Didn't even know my loans were with them until my credit dropped over 100 points this month, 3 months before I'm supposed to move for my next teaching contract. I've tried contacting them via the phone over 6 times with no way to actually talk to anyone, and when I try to make an account on the site with my social security number it says there's no loans tied to that number. You can't contact them on the site unless you have an account which I can't even make to make payments or anything and now I have 9 different defaults on my credit report. I emailed the only email I could find to discuss this issue and have gotten no answer. The loans that transferred as well look higher than my initial ones and I was in the process of having part of my loans forgiven for being a teacher and I don't know if I have to start that process all over again now due to my loans transferring to this company.
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: 04/23/2025
Complaint: 23228578

I have reviewed the business' response and am rejecting it because: The business reached out to me directly and admitted that they failed to properly contact me as well as acknowledged that I couldn't create an account and furthermore I had autopay set up which they cancelled on me without citing an actual reason for cancelling it. Even though they acknowledged these facts they are still failing to report an adjustment to my credit which was unfairly hurt due to this mismanagement of my loans.

Sincerely,

**** ******
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:04/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a formal dispute against MOHELA due to severe mishandling of my student loan account. Despite maintaining a perfect payment history on all of my financial accounts, ********************** has failed to provide adequate support or access to my account, which has now been improperly placed into ************ are the key issues:Unresponsive ***************** I have been placed on hold for 2 to 4 hours on multiple occasions. Callbacks have taken over 3 hours, and in many cases, I received no callback at ****** Online Account Access: I have been unable to access my online account for an extended period, and despite repeated outreach, MOHELA has not resolved this issue or provided any guidance.Failed Payment Attempts: I attempted to make payments by phone, but the payments were not accepted or processed, despite my efforts.Default Status Without Just Cause: Given my flawless payment history across all other accounts, there is no reason I would intentionally default. The default status appears to be due solely to MOHELAs negligence and failure to support or communicate.
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: 05/04/2025
I apologize I missed the communique from the BBB from April 23. I still have not received any correspondence from MOHELA and its past the 5 days they told BBB theyd reach out to me.
if they respond by mail, I would have received it, but I received nothing. MOHELA also stated they may correspond through the portal, which I cannot access. That was in my original complaint. I wish to keep this open u til I receive correspondence from MOHELA.
I have a 100% on-time payment record to three other loans and all my credit card for over a year. So why would I dodge MOHELA. Theyve done nothing to resolve this and my credit scores have gone down over 100 pts as a result, so I cannot get credit approval anywhere.
this has SERIOUSLY damaged my credit.
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: 05/09/2025
Complaint: 23226689

I have reviewed the business' response and am rejecting it because:
They never reached out to me to discuss resolution options. I cannot get into the MOHELA website because it tells me I dont have an existing account. I have previously been able to log in, but not consistently. I would encounter failed log ins majority of the time.
They need to call me to at ************ because I need to discuss options.

Sincerely,

**** ********
Business Response
Date: 05/09/2025
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:04/19/2025
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 serviced 3 of my student loans. In May 2024 I applied for disability forgiveness through ****** for ** and was sent a letter along with mohela telling them to hold all payments until a decision was made, they did not comply so we continued paying the loans monthly. They carried 3 of my loans (as shown in documentation) and one of the loans (payment of $69.00/mo) has continued to be paid to mohela until we cancelled auto pay through our bank 4/8/25 since mohela site shows me paid in full therefore is no place to stop payment. I tried calling on numerous occasions to be told 90 days for refund, to hold times of 3 hours or more, just for calls to cut off and we filed a 90 day chargeback through our bank ****. They could only return 3 months totaling $207.00 leaving mohela owing $414.00 on that loan refund alone.The other two loans were paid up to 9/13/24 as Nelnet approved the disability forgiveness 8/21/24 which mohela was sent notice of on 7/1/24 & again on 9/21/24. Mohela was told by ****** to stop collecting payments while under review starting 5/21/24. (See attched)Today is 4/19/25 and mohela has not refunded anything owed back to me with any loan. The two larger loans refund owed amount is $1707.16. Mohelas payment company also sent me a letter today stating since we shut off auto pay we could be in trouble or turned into collections for the $69.00 payment. I have tried working with mohela for almost a year and they consistently avoid repaying money they were told to stop collecting. I cannot get my refund, and would like them to fix the issue in their systems and issue a full refund for all 3 loan payments made which totals $2121.16. I have attached documentations along with timed stamped calls when I was able to speak to someone.
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:04/19/2025
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.
Dear Mohela **** of ** My loan was forgiven -you have placed the account on my credit twice for the same amount and keep placing on owning this debt.please review your record and if you have reverse my forgiveness of this loan , I am requesting a letter to let me know, not just you putting me in bad credit.I have always had good credit. it is unfair to do this.Please investigate this. This is not even the correct amount I original owed. This is a financial for me to pay this, I am unemployed and was forgiven for this loan.Thanks' Clowe
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:04/18/2025
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, ongoing issues with student loans mismanagement. Unable to get through to a *** via phone call even after holding for over 6 hours. Charged interest on an interest free forbearance, on a forbearance despite requesting it removed months ago
Business Response
Date: 04/22/2025
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:04/18/2025
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.
The loan servicer has failed to process my *** application in a timely manner and removed me from the *** plan that I was enrolled in suddenly, without notice or explanation. The loan servicer has erroneously sent me a past due statement for a monthly payment that does not reflect the *** plan the loan servicer and I mutually agreed upon. The loan servicer knowingly provided false information to myself and any other borrower who called their customer service number, stating that borrowers whose *** applications had not been processed would go into administrative forbearance. This has not occurred, and the servicer has removed this message from their customer service line without explanation or clarification. The servicer is not able to be reached on their customer service line. I have been on hold for several hours, and other borrowers have noted that they have remained on hold for upwards of 6 hours.
Business Response
Date: 04/22/2025
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:04/18/2025
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.
The last payment of the student loan was April 2024. All student loan accounts were closed. ********************** reopened all 6 student loan accounts, renamed them, and closed them without my knowledge. Thus, tanking my credit score 66 points! I was in the 720s, now I'm in the 650s because of their mistake. ******* was very rude and told me in a long series of words to buzz off! I demand Mohela fixes this issue for everyone that has had or currently still has a student loan with Mohela!
Business Response
Date: 04/22/2025
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.

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MOHELA is NOT a BBB Accredited Business.