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.
1,373 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attempted to contact Mohela to discuss my student loans, as I have been approved for student loan forgiveness based on making over 120 payments over the last ten plus years. I have called over and over multiple times, on hold for four plus hours, nobody answers, and two times got hung up on. This is ridiculous. I have obligations and a lot are on hold due to this loan balance not being processed as forgiven. I get that it takes a while, but I can't even get through to someone to talk about this and it's important. I've also spoke to representatives in the past on various occasions and get different information from each person. This is not right. Many things in my life are on hold due to this and I should not have to wait for 4 plus hours to be hung up on before even connecting to a person. Do better
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 filed bankruptcy in June of 2022. My student loans went into deferment at that time. Now they have come out of deferment even though I am still in the midst of the bankruptcy. The bankruptcy wont be discharged until 7/2027. No payments should be owed. Yet Mohela shows me owing $600+ coming up in July. I have called multiple times and every time, the hold is 2+ hours. The first rep ****** handle this issue and transfers you to someone else. And yet another 3+ hr hold. I am currently at 3 hrs and 34 mins for this call. This is absolutely asinine for a business.
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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am requesting that my federal student loan serviced by MOHELA be placed in an automatic administrative forbearance, just as their recorded message states that MOHELA will do since my income-driven ***ayment plan application has not been approved nor denied as of 4/6/2025. As the website states, "If youve missed a payment or are having trouble making payments, immediately contact and discuss options with the organization that handles billing and other services for your loan to avoid defaulting on your loan." I was on hold for an advance agent over 4 hr 45 min with no resolve after the automate system gave a hold time projection of 2 hours on 4/8/25, 4/9/25 and 4/10/25. on 4/16 I called at 5am PST and was given a hold time of 1 hour for an advanced agent. I speak to *** at the 4 hr **** who no longer has the authority to annotate my account with automatic forebarence because I am a military service member. In her attempt to transfer me to the "military department" my call is pushed back to the beginning of the cue. The way this business handle calls and does not empower the ***s to address customer concerns is beyond bothersome. The only resolution I ask for is that my federal student loan be placed in an automatic administrative forbearance until MOHELA can give me an answer regarding my income-driven ***ayment plan application.
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:
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.
Complete fraud. Goes through some system change which locks me out and can't make a payment. Then I file for tpd discharge which is supposed to put the loan in forbearance but mohela decides not to do that and then turns around and tanks my credit for reporting 90 days late on 5 loans that all should be in forbearance. Have to spend 5+ hrs on the phone just to talk to anyone. If youre lucky you'll get in within an hr and then transferred to a line that has a 3 hr wait. Shady business to say the least
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
Better Business Bureau:

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

I did get ahold of mohela and they stated they will file a goodwill report for the credit and place my accounts in forbearance. Too many systems changing at the same time led to miscommunication between mohela and the **** of education concerning the tpd discharge

Sincerely,

****** ******
Customer Answer
Date: 05/07/2025
2nd compliant on mohela as this is the most ridiculous thing ive dealt with in decades. First complaint was last month regarding miscommunication between mohela and fsa regarding tpd discharge, account was not placed in forbearance as directed and as a result my credit took a 200 point hit. I received a letter from mohela APR 23 stating that they put in for a processing forbearance until jun 15th (which is good ) however they are stating that they cannot place a forbearance (after placing one ) without express directive of dsa. Fast forward to today MAY 6 and I speak to fsa (which takes 15 mins btw). Fsa specifically says "they are lying" they have the ability to put my account on a longer forbearance for the specific reason of tpd discharge as it is unknown if I will be under a 3 yr monitoring period. Call mohela and wouldn't you know its another 3 hr wait. At 0900 in the morning. This is incredibly unacceptable and unprofessional. They have the ability to immediately destroy my credit with inaccurate and I'll informed information but not fast efficient communication? They told be on APR 16TH they have record of processing my discharge so they will do a good will credit request. They just marked it as "not more than 4 payments past due" which does nothing. I filed the tpd paperwork as I should have and checked the box that places the account in forbearance. I did my part. I want some accountability. Mistakes happen and things get messed up during transitions I understand that, however mohela is NOT taking this seriously nor being professional to allow this kind of result. I should NOT be getting penalized for a mishap between fsa and mohela and yet I am and my credit shows it. *** has record of my tpd paperwork and it is under review. I would like a representative from mohela from a higher position than normal representative to call, email, or mail me and offer me a line of communication that I can use to resolve this. It's that simple.
Business Response
Date: 05/07/2025
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: 05/08/2025
Complaint: 23212886

I have reviewed the business' response and am rejecting it because:
I'm going to leave this case open until I get correspondence from the business. Once correspondence is received and a line of communication is opened ,unhindered , than I will close the case pending results.

Sincerely,

****** ******
Business Response
Date: 05/08/2025
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
Better Business Bureau:

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

Credit was repaired successfully.

Sincerely,

****** ******
Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried multiple times to contact this loan servicer in order to clarify and receive assistance on the billing of my student loans. Calling any of their customer service numbers results in an endless loop of pre-recorded messages with no option to speak to an employee. No voice recognition option, no keypad option available. I want a call. From a person. For assistance with loans being handled by this servicer. They are using stonewall techniques and a lack of available options to deny customers access to information from a professional at their company.
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: 04/24/2025
Complaint: 23212467

I have reviewed the business' response and am rejecting it because: they have made no attempt to contact me via phone. No statement has been sent to my home with a solution to speak with any representative.

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:04/16/2025
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 requested a deferment on my repayment due to me still being a student. MOHELA accepted the deferment from 5/28/2024-8/1/2026. They started sending negative marks onto my credit report WHEN I'M IN THE PROCESS OF TRYING TO BUY A HOME!!!!! Ive attempted numerous times to get ahold of them. Ive called and waited upwards of 5 hours, to then be hung up on multiple times. Ive messaged them with no return call. Nothing. They literally have the worst customer service of any business I've ever dealt with
Business Response
Date: 04/16/2025
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.
Initial Complaint
Date:04/15/2025
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 have repeatedly tried to request assistance from Mohela, but they have hidden all their agents behind automated attendants with no access to real people. My account was put into in-school deferment much later than i started school. and so i was given a missed payment alert for my loans. I need these removed from my credit report immediately, as I was in school at that time!
Business Response
Date: 04/16/2025
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.
Initial Complaint
Date:04/15/2025
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 student loan overcharge July 2024 request a refund for overcharge student loan payment April 2, 2025 requested a refund for 10 months of overcharge payments deducted from my bank.Resolution **** said a refund would be sent within 5-7 business days No ***ayment has been sent as of April ******* Attempted to contact *** unable to speak to a human
Business Response
Date: 04/16/2025
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.
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I can not reach an agent i have been trying for two weeks.I paid my bill in ************* sent a notice of payment The phone number will not allow a agent and keeps rerouting you to a main menu I will not be brought to delinquency on their behalf of incompetence
Business Response
Date: 04/15/2025
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: 04/24/2025
Complaint: 23208438

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

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:04/15/2025
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 letter on February ****** stating that my student loans have been forgiven through the **** program, The effective date was in November, 2022. Prior to receiving the letter, I made three payments totaling $775.59. I was informed that the credited $775.59would be mailed within 90 business days. I have called repeatedly, only to be told that due to a changeover in servicing providers, that was the reason for the delay. I have been told repeatedly that my case has been expedited. I am still waiting on my $775.59 credit to this day. It is beyond ridiculous and frustrating that a simple transaction has taken this long, and there still isnt any resolution.
Business Response
Date: 04/15/2025
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.