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

4,065 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:04/10/2025
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'll just submit what i submitted to them and they haven't responded. Submitted 2/20/25. I've also called multiple times over the past year. Dear MOHELA Customer Service,I am writing to express my concerns regarding the interest calculations on my student loan. Over the past year, I have been attempting to understand why the total interest paid is approximately $17,000, considering only $25,000 was disbursed and the current balance is $22,000.There were periods of forbearance, but I do not believe these justify such a high amount of interest. Additionally, it appears that capitalized interest was added during a time of forbearance due to a change in the servicing platform. I believe this should not have occurred and I should not be charged for it.Furthermore, my tax form for 2024 reflected that I paid a little over $4,000 in interest, while my monthly payments were $400, totaling $4,800 for the year. This discrepancy does not seem accurate.I would appreciate a thorough review of my loan and prompt contact from your team to address these issues. This situation has caused considerable distress, and I hope to resolve it promptly.Thank you for your attention to this matter.Sincerely,******* ****** ************
Business Response
Date: 04/11/2025
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: 04/17/2025
Complaint: 23187682

I have reviewed the business' response and am rejecting it because:
No one contacts me. I've been trying to rectify this for almost two years. I've sent two formal letters. No one reaches out. They're lying.

Sincerely,

******* ******
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:04/10/2025
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 public service loan cancellation of my entire loan. I checked my credit report in February and the student loans were back on the report. I disputed them and they did not remove them from my credit reports.
Business Response
Date: 04/11/2025
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:04/10/2025
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've contacted MOHELA multiple times over the last week, starting 4/1/2025, regarding IRD plan extensions, forbearances, and plan recertification. Wait times varied from 35 min to 7 hours, with the latter being much more common. Initial contact is through a trainee who is either not authorized or not able to answer questions or provide solutions. If you're lucky, they send you to a supervisor, before which requires a 5-7 hour wait time and sometimes doesn't allow for a call-back option. After a week of trying to find a solution, MOHELA has not processed any of my paperwork, not enacted my requested forbearance (went from guaranteeing processing this month to now saying 90 days, which conflicts with what a supervisor guaranteed), and not extended my IDR like other servicers have done and like MOHELA says they are doing. My payment ballooned from $12/m to $997/m, with MOHELA providing no solutions other that vague promises to eventually try to aid with relief. My IDR info was submitted 1/2/2025 (3 months before the plan ended at the end of March) and MOHELA never acted on it, listing the court injunction, but I believe my submission occurred before that was extended from SAVE plans to include *** plans later this year. I've been paying student loans since 2018, mainly on *** plans, and have never had issues like this with other student loan servicers.
Business Response
Date: 04/11/2025
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:04/10/2025
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.
Two late payments reported on my credit file because of miscommunication during a period of ************** student loan was placed into forbearance, during which I was unable to access my account online. Each time I contacted Mohela to make a payment, I was informed that payments could not be made while the loan was in forbearance. I never received notificationby mail, phone, or emailthat the forbearance had ended or that my account had become delinquent.I only became aware of the issue when I noticed two late payments reported on my credit filesomething that has never occurred in my past payment history.On 4/1/25, I contacted Mohela spoke with Supervisor *** ****, who opened Case #******. He confirmed that notices had been sent to an internal inbox I had never accessed or been notified about. In good faith, I made a payment of $89.76 the same day to bring the account current. On April 2, I spoke with representative ***** *. paying $1,652.18, resolving the account in full.1. Accuracy and Good Faith ******* The late payments are isolated incidents and do not reflect my long-standing record of financial responsibility. I acted immediately once I became aware of the issue.2. Fair Credit Reporting Compliance Under the Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681s-2, furnishers must ensure the information reported to credit bureaus is accurate and complete. Given the lack of access and notice, these entries do not accurately represent my intent or effort to stay current on my loan.3. Goodwill Adjustment Request In light of the circumstances and my history as a responsible borrower, I kindly request a goodwill adjustment to remove the two late payment entries. This adjustment is within Mohelas discretion and would reflect a fair and reasonable resolution.These negative entries misrepresent my reliability and could have long-term impacts on my financial standing. ********** supports consumer rights and strengthens Mohelas borrower relationships.
Business Response
Date: 04/10/2025
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.
Customer Answer
Date: 04/20/2025
This issue has not yet been resolved, I have not yet heard from MOHELA. What is my next step. This issue has not been resolved.
Business Response
Date: 04/23/2025
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:04/09/2025
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.
Mohela is the loan servicer for my federal student loans. In October 2023 my account was put on administrative forbearance (not at my request) due to an order from the US Department of Education. In July ************************************************************************************************** forbearance (October, November, and December 2023). Initially I was told the refund would take 30 days. When I called to follow up, I was then told 30 business days. When I called to follow up again, I was then told 90 business days and the refund was actually only for one month's payment ($349). In February 2025 I followed up again and was told this issue would be escalated and resolved in 10 business days (and they confirmed the full refund amount of approximately $1,050 I was initially expecting). In March 2025, I was told it was still in escalation but not yet resolved. Every time I call I am given different information. It has been 9 months since this issue was initiated. Mohela is a contractor of the US government and is wrongfully withholding reimbursement of my payments.
Business Response
Date: 04/10/2025
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.
Customer Answer
Date: 04/17/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ********. I am presently satisfied with this resolution, however have not yet heard back from the business. Thank you for your assistance.

Sincerely,

**** ******
Initial Complaint
Date:04/09/2025
Type:Service or Repair 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.
I am a holder of federal student loans. Mohela is my loan servicer. I have been in a forced loan forbearance since May 2024 due to litigation surrounding loan repayment. I have given up hope of enrolling in a different income-based repayment plan and want to enroll in the standard repayment plan to resume my payments. On the Mohela website, there's options to upload an application for every type of repayment plan except the standard plan. I called Mohela on 4/8/25 and was told the only way to apply for this plan is over the phone. To do so you have to speak with an "advanced agent." **** times to do so are over 2 hours. I work full time and have three children under 4. I don't have time to sit on hold for 2 hours. And yet I did sit on hold for over 2 hours today (4/9/2025) only to have Mohela disconnect the call with no explanation. When I called back, I was told I would have to wait at least another 2 hours to speak with someone. There is no way to escalate this to a manager or have one of the advanced agents call me. I have to sit on hold for hours and just hope they do not again disconnect the call before I am able to speak with someone. There's no online chat option. Nothing. Just sit on hold and hope the call stays connected. All I want is to start repaying my loans again
Business Response
Date: 04/10/2025
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.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:04/08/2025
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 loan was paid in full as of October 2024. I'm currently due a refund as of November 11th 2025. I contacted Mohela and was told a request had been sent to the ******************* and that I should be receiving my refund sometime around March 2025. It is now April 2025 and no refund. I'm currently on hold as we speak going 3 and a half hours. After waiting an hour and a half I spoke to a representative who had no answers. I was like she was reading a script, repeating her answers. She then wanted to transfer my call. I told her that I'd already been on hold for over an hour. She said she didn't know how long my hold would be. We'll here I am 3 and half hours later, still on hold. This not the way customer service should work. If I owed **********************, I'm sure they'd break their necks trying to contact me.
Business Response
Date: 04/09/2025
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:04/08/2025
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 processed my loan forgiveness and on April 25 2024 i received notification by mail that i overpaid by $2,127.12 ($1,382.22 on 1 loan and $744.90 on the other). i called and was told that a check was being mailed out in June of 2024. when i did not receive the refund for my overpayment in June i called back and was told that it would be to me within a month or 2. after 1 year and over 14 calls there is still no resolution. i have tried many pathways to get them but there is typically over a 2 hour hold. while i have called and waited for someone to answer i have been told to hold on again only to get hung up on more than 10 times. today i called in a last attempt before getting my lawyer involved and once again i was told "just give me 1 minute to access your account" and i was immediately put into the hold queue again where there is now a 3 hour and 20 minute estimated hold time. there is no email on their site and when i try and use the secure messaging, it takes me to another login site that now does not allow me to login. i am hoping to resolve this amicably and not use the courts as that will only eat up more tax payer money.
Business Response
Date: 04/09/2025
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: 04/10/2025
Complaint: 23177248

I have reviewed the business' response and am rejecting it because:
-I have not yet received the payment with accrued interest, this was initially owed to me in April 2024.

-they have not provided me with a direct contact to speak with some one lieu of their main line in which there is consistently a minimum of a 1-2 hour hold time.
-once i receive the payment that is owed to me, i will consider this issue resolved

Sincerely,

**** ********
Business Response
Date: 04/10/2025
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.
Customer Answer
Date: 04/19/2025
Although Mohela has stated in their response that they would contact me. I still have not had any communication with them. Ive tried to call them but once again was out on hold for over 1 hour and could be not continue to hold.
Business Response
Date: 04/23/2025
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: 04/29/2025
Complaint: 23177248

I have reviewed the business' response and am rejecting it because:
I have not received a resolution as of yet. All I have received is a letter stating that Mohhela has made a request to review (on April 16 2025). They left a number that is the same number that has a multi-hour hold time.

Sincerely,

**** ********
Business Response
Date: 04/29/2025
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:04/08/2025
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 loans were forgiven through ****. Navient has become Mohela, and is responsible for my refund. I cannot get in touch with anyone when I call any of the listed numbers regarding any information about a refund.
Business Response
Date: 04/09/2025
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: 04/10/2025
Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:04/08/2025
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 been trying to get my loan account unlocked after mohela locked it. There is no way to unlock the account online and no way to reactivate without calling their support line I have tried calling almost everyday for the last week. Each call requires me to stay on hold for hours to wait for just a person to tell me they need to transfer me over to another queue for account recovery. Previously, I called and waited for 3 hours only for the call to suddenly drop. This happens at all times of the day. Today, I decided to call at 7am CST which is 5am my time. I waited for an hour to get someone on the phone and then now im waiting about 3 hours thus far to get my account unlocked. I just want someone to reactivate my account without me having to stay in queues longer than the ***
Business Response
Date: 04/09/2025
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.