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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

Find a Location

MOHELA has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • MOHELA

      633 Spirit Dr Chesterfield, MO 63005-1243

    • MOHELA

      PO Box 105540 Atlanta, GA 30348-5540

    • MOHELA

      PO Box 105347 Atlanta, GA 30348-5347

    • MOHELA

      PO Box 91388 Raleigh, NC 27675-1388

    • MOHELA

      PO Box 90639 Raleigh, NC 27675-0639

    Customer Complaints Summary

    • 4,028 total complaints in the last 3 years.
    • 1,411 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      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 name is ******* *********. I have been making payments to mohela while I was in school last year. I am writing to file a complaint regarding an unresolved issue with three payments I made in February 2024 that have not been applied to my account. While I was still enrolled in school last year, I made payments of $1,500 on 02/01/2024, $2,000 on 02/05/2024, and $4,000 on 02/20/2024. Despite these payments, my account does not reflect them. I have contacted MOHELA several times over the past few months about this matter. My most recent communication with MOHELA was in November 2024, when I contacted their customer service about this issue. I was transferred to an advanced customer service representative and then to a supervisor, who informed me that they could not locate my payments. I provided proof of the payments, including bank statements and confirmation emails I received from MOHELA after each transaction (attached below), and was told that my case would be forwarded to the accounting department for resolution. However, the issue still remains unresolved. I am requesting your assistance in ensuring these payments are properly credited to my account. This ongoing delay has caused unnecessary frustration, and I respectfully ask for your prompt attention to this matter. Thank you so much for your time and assistance.

      Business Response

      Date: 06/18/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      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 made a payment to my student loans on August 29, 2024. It was applied to the wrong loan. In November, another resolution request was filed when it had not been solved. The request made in November has still not been processed. I have contacted Mohela 1-3 times a month at minimum and I have been asked to do the same thing at least 3 times. They did not if or when they will process my account. I need it resolved NOW.

      Business Response

      Date: 06/18/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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: 06/19/2025

      Complaint: 23480201



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


      Yhe above issue is still not solved. I am still waiting for the money to be moved and the account to be closed.







      Sincerely,



      Laura Howell

      Business Response

      Date: 06/20/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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:06/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 data was compromised in a data breach and may result in fraud to my account.

      Business Response

      Date: 06/18/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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:06/17/2025

      Type:Billing Issues
      Status:
      Resolved
      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 complaint against MOHELA, the federal student loan servicer contracted by the *************** of Education, regarding missing payments and an alarming lack of customer service. I have made four payments totaling $600.00 toward my student loans:$100.00 on 12/11/2024 $100.00 on 11/7/2024 $200.00 on 10/15/2024 $200.00 on 09/20/2024 All of these payments have been processed by my bank and I have full documentation confirming the transactions. However, none of these payments are reflected in my MOHELA account.I have made multiple attempts to contact MOHELA for resolution. I have been placed on hold for over three hours at a time without reaching a representative, and the call ultimately disconnects. Ive submitted messages and support tickets through both the ***** website and the MOHELA portal, but have received no response or acknowledgment.This situation is unacceptable and feels predatory. I am expected to continue making payments, yet my previous payments are unaccounted for, and I am left with no viable method to address the issue. Until this is resolved and my payments are accurately reflected, I do not feel safe or comfortable continuing to send money.I am requesting immediate action: a full investigation into the missing payments, proper crediting of the $600.00 I have paid, and a formal response from MOHELA. This matter needs urgent attention.

      Business Response

      Date: 06/18/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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: 06/24/2025

      Better Business Bureau:



      I have reviewed the business' response regarding complaint ID 23479198 and am satisfied with this resolution. 

       

      Sincerely,



      Destinee Valenzuela

    • Initial Complaint

      Date:06/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Im frustrated with the website. Retrieving my password to get into my account. *** wanted to change my payment date for months now. I cant get a hold of anyone on the phone, I keep trying to reset my password and the site keeps stalling. I think Nigels is a badly run, scammy place that doesnt care about the people that are trying to do the right thing. Service is awful, if I could even get through.

      Business Response

      Date: 06/17/2025

      MOHELA has received this
      customer’s inquiry. Please be advised that MOHELA 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:06/14/2025

      Type:Billing Issues
      Status:
      Answered
      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 complaint against MOHELA for what I believe is a violation of the Fair Credit Reporting Act (FCRA) related to their handling of student loan reporting.MOHELA reported a delinquent federal student loan under my name without providing any prior notice or opportunity for me to address the debt. I was unaware of this loan, as it was not part of the Parent PLUS Loans I had refinanced and was managing jointly with my mother. I never received billing statements, login instructions, or any communication indicating I had an open account with a payment due.I became aware of the account only after receiving a mailed notice over six months after the first payment was due. I immediately paid the outstanding balance in full upon learning of the debt. Despite this, MOHELA reported the account as past due to the credit bureaus, causing significant and unjust harm to my credit score.Under the ****, furnishers of information to credit bureaus are required to ensure the accuracy and integrity of the information they report. Reporting delinquency on an account that the borrower was not made aware of and had no reasonable access to is a clear failure in this duty.I formally requested that MOHELA remove the derogatory ***** given the lack of notification and the immediate resolution once informed. They declined, citing that the report was accurate, despite the extraordinary circumstances.I am requesting that the Better Business Bureau investigate this issue and urge MOHELA to remove the negative reporting due to their failure to provide proper notice and an opportunity to cure the delinquency in accordance with the intent and protections of the FCRA.Thank you for your attention to this matter.Sincerely,***** Spilling

      Business Response

      Date: 06/16/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 complaint against MOHELA due to the failure to issue a promised refund and the lack of effective communication regarding the matter.On November 8, 2024, I was notified that my student loans had been paid in full and that I was owed a refund of $590. I was instructed to call and verify my mailing address, which I did promptly.On December 17, 2024, I received a letter from MOHELA stating that my credit balance of $236.76 would be refunded in the manner in which it was received and that the refund would take 90 to 120 business days to ********** of June 12, 2025, it has now been 120 business days, and I have yet to receive the refund.I called MOHELAs customer service today to follow up. A representative told me he would place me on hold for one to two minutes to look into the matter. Instead, I was transferred to an automated message informing me I would receive a callback within two days.This lack of follow-through and transparency is unacceptable. I have done everything required on my end, yet the refund has not been issued, and I am not receiving clear answers. I am requesting immediate resolution of this matter and the prompt issuance of my refund.

      Business Response

      Date: 06/16/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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:06/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 has failed me several times. They have not answered my messages submitted in March or April. They have not processed my IDR application because I am married. It's a joke. Something needs to be done with them. They ignore the borrowers. Give excuses for everything.

      Business Response

      Date: 06/16/2025

      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: 06/16/2025

      Better Business Bureau:

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

      I may file another claim if I receive a blanket response with no reference to any information on my account or no course of action. 

      The company has ignored my complaints from March and April. I hope I actually get a response from having to take this step.


      Sincerely,

      ******* ********

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Resolved
      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 mailed a 300 money order payment to my account on 5/22/25 and it is not showing to my account. There is no live representation to speak to and when I sent an email, I was told I already spoke to someone regarding this matter.

      Business Response

      Date: 06/16/2025

      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: 06/16/2025

      Better Business Bureau:

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

      **** *****

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 student Loan has made it impossible to go online and make payments even after doing the forgot password option. After sending to email I still was unable to get in to make payments to ask for new date or look at account. I was on the phone they said 30 second wait and after I repeatedly called back I finally was able to talk to someone. They have reported my behind payments to my credit reports. I can't change income income-driven status online because I can't get to my site.. This is hurting my credit grossly.

      Business Response

      Date: 06/16/2025

      MOHELA has received
      this customer’s inquiry. Please be advised that MOHELA 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: MOHELA 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. 

    MOHELA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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