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

4,050 total complaints in the last 3 years.
1,375 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:04/18/2025
Type:Customer Service 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 them $100.00 every week that was automatically taken out of my account for three years. The Mohela Address change in September the money is still coming out of my bank account. I have tried calling them several times only to be place on line. I am just trying to pay my student loans on time. Unfortunately,, Mohea isn&#**;t getting any of my payments posted to my account
Business Response
Date: 04/18/2025
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: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.
My personal and financial data was compromised, violating FERPA . I request full cancellation of my student loan debt.
Business Response
Date: 04/18/2025
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: 04/22/2025
Complaint: 23221454

I have reviewed the business' response and am rejecting it because: this item was to be deleted off my report. Under FERPA, educational records and personally identifiable information maintained by an educational institution or third party acting on its behalf are protected. MOHELA, acting as a servicer of federal student loans, may have accessed or shared my educational records or related information without proper authorization or consent, thereby violating my rights under FERPA.

As a result of this violation, I respectfully request the immediate investigation and removal of the MOHELA-related accounts from my credit report. The specific accounts in question are as follows:

Creditor Name: MOHELA
Account Name: Janquel ******

In accordance with the Fair Credit Reporting Act (FCRA), I am requesting that you conduct an investigation into this matter and provide a written response. If MOHELA cannot verify the accuracy and legality of the information reported, including compliance with FERPA, the information must be deleted from my credit report.

Please send me written confirmation once the investigation is complete and the necessary changes have been made.

Thank you for your attention to this matter.

Sincerely,

Janquel ******
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
: The United States Department of Educations ****************************************** (****)
reviews, investigates, and processes complaints of alleged violations of the Family Educational Rights and Privacy
Act (FERPA). 20 U.S.C. 1232(g); 34 CFR part 99. ***** is a Federal law which affords parents certain rights with
regard to their childrens education records. The term education records is defined under FERPA, with certain
exclusions, as those records that are directly related to a student and which are maintained by an educational agency
(e.g., a school district) or institution (e.g., a school or postsecondary institution), or by a party acting for the agency or
institution, to which funds have been made available under any program administered by the Secretary of Education.
These rights include the right to inspect and review their childrens education records, the right to seek to have
their education records amended, the right to have some control over the disclosure of personally identifiable
information from their education records, and the right to file a written complaint with **** regarding an
alleged violation of FERPA. Once a student reaches 18 years of age or begins attending a postsecondary
institution, he or she becomes an eligible student, and all of the parents rights under ***** transfer to the
student.

Customer Answer
Date: 04/25/2025
Complaint: 23221454

I have reviewed the business' response and am rejecting it because the account should be deleted due to inaccurate reporting & violation of FERPA

Sincerely,

Janquel ******
Initial Complaint
Date:04/18/2025
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.
There is no direct way to contact anyone with this place. Their automated telephone line has a 5 minute message of useless information. Then, I was on hold for 2 hours to talk to someone who knew literally nothing. I then got transferred to someone else after another 2 hour hold and they knew even less. They both kept telling me to either go on the website or call someone else and became agitated when I asked simple questions in regards to my loan. This was the worst customer service I have ever received in my life.
Business Response
Date: 04/18/2025
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:04/17/2025
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 loans were forgiven in January 2025. I am due a refund from this loan servicer for two loans, one refund for $992.32 and one for $243.54. I sent an email and received no response. I called the listed number and was put on hold for 5 hours and no one answered. I have been sent no information about when or how this refund will be sent.
Business Response
Date: 04/18/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 04/30/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:04/17/2025
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 received a notice from my Experian app stating I had a change to my credit. Once I reviewed this it showed I had missed payments on 10 accounts from **********************. It stated I had 10 90 day late payments. The repayment plan I was on stated I had $0 payments. I never received any kind of notice from Mohela about these late payments. If I had known I wouldve paid the balance due immediately. I contacted Mohela and explained the situation and asked to pay the balance and requested they removed the late payments. Mohela denied my request. When you try to contact Mohela they have four plus hour wait times. I am willing to make it right but want a bill due to see I have one as I wasnt even aware I had one and had to find out once they tanked my credit.
Business Response
Date: 04/18/2025
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:04/17/2025
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 student loans were forgiven through the ************** Loan Forgiveness program effective 5/31/2021. Since the forgiveness, I have overpaid Mohela and am owed a refund of $2043.45. I have spoken with Mohela requesting processing of this refund on 1/27/25, 2/26/25, 3/3/25 and 3/31/25 only to be promised dates that I will receive my refund - and those have all passed. The Mohela website continues to show that my loan is in repayment status and I have a negative balance. They continue to hold money I am owed hostage. I need a resolution and I need the money I am rightfully owed in my account.
Business Response
Date: 04/18/2025
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: 23217585

I have reviewed the business' response and am rejecting it because:
Mohela has not provided a clear timeframe of when to expect my refund. Mohela's 4/25/25 response is a continued delay tactic. According to previous conversations via phone on 3/3/25 "will receive the refund check by the latest of 3/20/25" and another phone conversation on 3/31/25 "the case has been submitted for escalation process and will receive the refund in 2-3 weeks"; the refund should have been processed by now. Please provide a status update on my refund and confirm the date of completion. If I do not receive a satisfactory response within 5 business days, I will file a formal complaint with the Federal Student Aid Ombudsman and/or the ************************************. Thank you for your immediate attention to this matter.

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:04/17/2025
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 requesting a refund for my overage in payments after a delay in processing PSLF. I've been told 90 days, then 90 business days, then it is out of their hands and to call Treasury only to be told they don't have anything from Mohela. My refund determination was made on November 11, 2024 and action to send to Treasury has been pending for over 5 months. Any attempts in contacting MOHELA is an extreme wait or dropped call. I've been able to make contact a few times but the information provided is not true.
Business Response
Date: 04/18/2025
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: 04/22/2025
Complaint: 23217524

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

I still don't have my refund.

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:04/17/2025
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 put in my recertification IDR application in on time, and then the block of the **** set in. After the **** were opened back up, MOHELA started to send me bills for my student loans. I checked on the status of my IDR application, and it says that it has been submitted and it is in review. There has been no approval or declination of my recertification. I feel MOHELA should put me in an automatic forbearance while the application is being reviewed since I submitted it on time when I was supposed to. I should not be receiving a bill or late notices while my recertification for my IDR is in review. Thank you.
Business Response
Date: 04/17/2025
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:04/17/2025
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.
Last year March 2024, I contacted Mohela to inform them that I mistakenly overpaid my student loan. The total amount I overpaid was $1,200. I was told that after reviewing my account that I did indeed overpay and that a refund check would be issued to me. I contacted the company again in May to check the status of my refund. I was placed on hold for over two hours. When I did speak to someone I was told that I should have already received the check via the mail. I informed the company that I did not receive the money. I was told they would investigate but never heard back from anyone. I called again in July, and was forced to hold again for 2+ hours. I was then told that I would need to contact the ********** of Treasury to verify the status of the missing check. ******** sent me back to Mohela with instructions for them to request another check to be issued which I did. By August, I still had no resolution and called back yet again. I found that they had not yet reissued the check and would do so at that time. I then called several times in September to try and track the new check. Unfortunately, this company does not have an email so everything I did. was through phone interactions. Then i called in October and was told that they were unsure where the check is. I called several times in November being placed on hold for about 5 hours in total and was told that I should have already received the check. Each time I spoke to a representative I was sent to a supervisor. I asked for email correspondence only to be told that phone, website and sending a letter to their ********** address was the only form of contact. we are now in April of 2025 and I still have not received my refund. I have called no less than twenty times and been placed on hold no less than thirty hours.
Business Response
Date: 04/17/2025
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:04/16/2025
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.
This company has fallacy sent in a missing payment report to my credit bureau When the account should have been closed along time ago
Business Response
Date: 04/17/2025
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.