Complaints

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

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• 

  MOHELA

  633 Spirit Dr Chesterfield, MO 63005-1243

• 

  MOHELA

  PO Box 105347 Atlanta, GA 30348-5347

• 

  MOHELA

  PO Box 91388 Raleigh, NC 27675-1388

• 

  MOHELA

  PO Box 90639 Raleigh, NC 27675-0639

• 

  MOHELA

  PO Box 105540 Atlanta, GA 30348-5540

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:04/17/2025

  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. 

• 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.

  On 11 June 2024, I received a notification from my loan servicer, MOHELA, that I was eligible for a refund for my October 2023 payment because my bill was sent without sufficient notice. I requested a refund from MOHELA for the payment and received tracking number ********. I was told it would take 90 business days to receive my refund to my bank account. When the 90 business days passed, I called MOHELA to check on the refund and was told my original request had been lost due to a website transition. I initiated a new request and was given tracking number *******. It has now been 125 business days since that second request and 205 days since my initial request. MOHELA refuses to expedite the request or give me any substantive updates, claiming that this is an issue with the Department of Education and that MOHELA has done all they can. Meanwhile, borrowers from other services (e.g. Nelnet and AidAdvantage) are receiving refunds within 6 weeks. Clearly, this is an issue with MOHELA not processing refunds in a timely manner.

  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.

  I currently have $214,954.30 in student loans with MOHELA for the ************** Loan Forgiveness program. I just graduated last May as a Nurse Practitioner and am currently working as a nurse.I have contacted MOHELA numerous times about my loans and not only is the process to contact them laborious, but the representatives are not helpful or knowledgeable in the subject matter. Many months ago only $100,000 in loans had transferred over- I tried calling about this as I could not make payments until all my loans were together and I was told by a representative I had no further loans. Low and behold, the rest of the money transfers over and there is a freeze on income driven repayment plans. I have called twice now as my loans should have automatically been placed in a general forbearance as they sort this out. The first time the agent pit my loans in the wrong type of forbearance. I called again just over two weeks ago and an agent claimed they corrected it and the forbearance would process in 10 days. However it has not processed and it is currently registered that I am late on a $1244.27 payment and owe another ******* in May.I attempted to call today and an agent said she would escalate me to her supervisor. I waited on hold for 4 hours before the call dropped. This is unacceptable the lack of communication and clarity I have regarding hundreds of thousands of dollars taken out in my name. I am seeking communication from a MOHELA administrator ****. Not to mention the interest building on my account all this time the forbearance is not in place.

  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. 

  Customer Answer

  Date: 04/18/2025

  Complaint: 23214106
  
  I have reviewed the business' response and am rejecting it because: I am requesting a call back from a supervisor, not a message/letter.
  
  
  
  Sincerely,
  
  Gianna

  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:04/16/2025

  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.

  My loans were discharged by Mohela in October 2024, shortly after that I went through a lengthy process simply to confirm my address as they said it was necessary to send me a refund in 60 days. I have been told that they have issued a refund many times and now over 6 months later, beyond any deadline they mentioned or reasonable expectation, I am still waiting on the refund. I have also called the *********** who issued the refund and they say they have no record of any amount owed to me in their system. I would simply like the refund they owe me to be sent to the US treasury to be refunded.

  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.