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

4,059 total complaints in the last 3 years.
1,381 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:04/15/2025
Type:Product 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.
Owed a refund from loan overpayment. Have waiting over the 90 days promised without receiving my refund. Keep getting excuse after excuse. Have called multiple times with no resolution. Told it would be another 90 days on top of the 90 plus days I have already waiting when I called last about one week ago.
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: 05/09/2025
I have been trying to obtain my student loan over payment refund from MOHELA since receiving student loan forgiveness in 11/2024. I have placed one complaint to the BBB, received letter than a new request has been sent to the ************** for my refund, however when I contact the ************** they have no record of the refund request. I have reached out to MOEHLA multiple times and they continue to state the above. I have been escalated to an advanced agent and supervisor with no continued resolution. MOHELA is being opaque if not lying about my refund. Other loan servicers do not seem to have the issues MOHELA does in getting refunds out in a timely manner.
Business Response
Date: 05/12/2025
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:04/14/2025
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.
April 11 I received an email stating no payment was received. I could not get a hold of anyone at ************ to inquire. I ended up making the payment on 4/11 in the amount of $68.98. Upon further review, a payment was already made on 3/22 in the amount on $60. I am unable to sent secure mail because the link won't allow me to log in to do so. Again I called and had a 4hr hold time. Last week when I called (4/11) I requested a call back and never received one. I need to be given a refund for this payment or an explanation of the payment due.
Business Response
Date: 04/15/2025
MOHELA cannot verify or dispute the facts in the complaint as the information provided is not sufficient to locate an account.
Customer Answer
Date: 04/15/2025
Invoice from 3/2
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.
Customer Answer
Date: 04/21/2025
Complaint: 23204222

I have reviewed the business' response and am rejecting it because:
There has been no contact from this company regardinga refund or explanation. If I have over paid I shouldn't have a payment due upcoming this month.

Sincerely,

******** *******
Business Response
Date: 04/25/2025
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.
Customer Answer
Date: 04/25/2025
Better Business Bureau:

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

Sincerely,

******** *******
Initial Complaint
Date:04/14/2025
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 trying to resolve an issue with MOHELA in regards to the status of my loans. I received a correspondence from MOHELA, after requesting 2 times to correct the correspondence to match my account, on April 11, 2025 that stated my loan account was placed on the SAVE general administrative forbearance from 6/18/2024-6/30/2024. Then in a processing forbearance from 7/1/2024-8/30/2024. And then placed again in the SAVE general administrative forbearance from 8/31/2024 to current. I urged for them to review the correspondences they sent me prior as it did not match the communication i received from them and directly effects me as I was I was making monthly payments from August 2024 until November 2024 (I was not in forbearance nor was it communicated to me if I was as they gladly deducted payments from my account). The following CORRECT information with all attached information from MOHELA: I received correspondence from MOHELA that was I was placed in forbearance on 6/20/2024 due to a servicing platform transition (not related to SAVE) until 8/16/2024. I then received correspondence I was removed from this forbearance and resumed payments in August 2024. I received multiple bills that stated my loans were in repayment during this time. I made payments in August, September, October and November 2024 prior to receiving a notice on November 8th 2024 that my loans were in forbearance due to the SAVE general administrative forbearance. I have requested that their correspondence be updated to reflect my correct reasons for forbearance and the correct dates with no avail. I am unable to get the company on the phone due to 3+ hour wait times every time I attempt to call.
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: 04/25/2025
I just read through my issued response from MOHELA and am not in agreement. I am not understanding why the correspondences Ive received from them in *************************************** their response they are claiming I was placed in forbearance retroactively however I made payments during this time and received bills. They are claiming I was retroactively put into an administrative forbearance that started on August 31, 2024 but acknowledge I was not notified until November 8, 2024. An over 2 month delay. Additionally, this does not address the communication concerns since I made 4 payments during this time which will not count towards my ************** Loan Forgiveness path. All the correspondence I received from them clearly state I was in repayment and my forbearance ended on August 16, 2024. I made payments for August, September, October and November 2024. I even contacted them in regards to my billing information in November and at no point did their representative attempt to notify me I was actually in forbearance. This is not an appropriate handling of my account and 4 payments were made to my account that will not count towards my PSLF which is not my fault as I was not communicated of any forbearance between August 16 and November 8th, 2024. If I was erroneously billed and making payments during a time of forbearance I would like that money refunded or I would like to have my accounts correctly reflect that I was in repayment during this time to match all the correspondence I received from MOHELA which stated my loan status as in repayment.
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:04/14/2025
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 has been paid off since Jan/2025 and still reporting That I owing money. Requesting payments and now reported me been behind to the credit bureau and my credit score went down. I need help. I have called MoHela many times and no one answer. Please help.
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.
Initial Complaint
Date:04/14/2025
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.
12/18/24 - current. I have attempted to get my account fixed for 4-5 months. Their system is saying I am in repayment and I am not. I have talked to 8-10 representatives, 2-3 managers, and members of the credit department. All representatives assured me that my account would be corrected before the 90 day deadline before they sent that I had missed payments to credit agencies. This did not happen and they have not reported it to the credit agencies.
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.
Initial Complaint
Date:04/14/2025
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 made so many calls to Mohela requesting to speak to a human about my student loans. I have been paying for the same plan for years, and my situation has changed many times, including gaining dependents. The phone line always says there is a long call wait and always offers a call back option. However, I have repeatedly tried the call back option and never received a call back. I have alternatively tried to stay on the phone for hours multiple times and Mohela has disconnected the call rather than answer the phone. I need real help and it seems like Mohela is designed to avoid providing any service. Even their website only allows you to simulate your desired changes, but does not offer any follow up from a human to make these changes.
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.
Initial Complaint
Date:04/14/2025
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.
To Whom It May Concern,I am writing to formally request a review of my federal student loan payment history, as serviced by MOHELA. I believe there is an incorrect payment count on my account that has not been resolved through the standard complaint channels. Payments made from Sept of 2024 through March of 2025 are not being reported appropriately to the ***** and Studentaid.gov.I have made multiple attempts to address this issue both with MOHELA directly and through **************. Despite my efforts, the issue remains unresolved, and I have exhausted the complaint process with both organizations without a satisfactory outcome.Given the circumstances, I am requesting the assistance of the BBB in reviewing my case and helping to ensure that my payment history is accurate and properly reflected in my account records.Please find my contact and account details below for reference:Name: ****** ****** Date of Birth: ********** Email: ********************* Phone Number: ************ I appreciate your time and attention to this matter and look forward to your assistance in resolving this issue.Sincerely,****** ******
Business Response
Date: 04/14/2025
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.
Customer Answer
Date: 04/18/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with the first step to resolve this issue. I will note that a promise to contact is not a resolution to this problem.

Sincerely,

****** ******
Customer Answer
Date: 06/08/2025
I have followed up with mohela and my nslds data still has not been corrected. The information listed has not changed and according to federal student aid **** the information has not been updated.
Business Response
Date: 06/10/2025
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:04/14/2025
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 notification from MOHELA indicating that I have a student loan payment due on May 6, 2025. I have reached out to them several times to clarify that I am still a full-time student, with my last day of attendance being May 26, 2025. Therefore, I should not be required to make a payment until six months after I cease to be a full-time student. Each time I explain this, they acknowledge the validity of my claim and promise to transfer me to someone who can assist, but I end up on hold for over four hours without the option for a callback. I suspect that their practices may be misleading, potentially leading individuals to become delinquent or miss payments that are not actually due, as is the case for me. I contacted the ************************************** to discuss my situation, but they informed me that they cannot assist and that I must continue to deal with MOHELA. Consequently, I will have to call MOHELA again, only to be transferred and wait for hours to speak with someone.
Business Response
Date: 04/14/2025
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.
Initial Complaint
Date:04/14/2025
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.
It is impossible to get through to someone about overpaying on my student loan. Their policy is 90 days to refund my money and it&#**;s a 5 hour wait to be able to talk to anyone. A person calls in and every now and then you get lucky to talk to someone, then they put you back in to the queue and it&#**;s another 5 hour wait to talk to someone. They can&#**;t solve an issue and a person can&#**;t get to an account supervisor. I filed a complaint with them and they said it would be ***************************************************************** getting a response. I would like my money back.
Business Response
Date: 04/14/2025
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.
Customer Answer
Date: 04/14/2025
Complaint: 23200754

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

I will not be satisfied until I speak with an account supervisor or I receive the money that MOHELA owes me. I have wasted several hours of my time trying to find someone at MOHELA who even makes an attempt to solve an issue.

Sincerely,

******* *******
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.
Initial Complaint
Date:04/13/2025
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 was my education loan servicer. On their website it says I was due a refund of $10,000 and was initiated on 11/12/24. I called in January 2025 to find out the status. Representative said it was referred to US treasury on 12/3/24. Called treasury and they have not received anything from MOHELA. Its been 90 businesses days since they claim I should receive a check. Still nothing. I just want my overpayment
Business Response
Date: 04/14/2025
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.

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MOHELA is NOT a BBB Accredited Business.