Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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Complaints

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

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:04/08/2025
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.
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.
I am a teacher and I have been paying on my student loans for 10 years. My loans were finally paid in full through the public service loan program in June/July 2024. I have been trying to get Mohela to update the correct information since December 2024. They have yet to get it corrected on my credit report and I don't know what else to do. When I call them, it takes hours to get them on the phone, only to have them transfer you again. Their credit department assured me that it would be corrected last month, March 2025. Please advise me to what I need to do to make them update the correct information. I need to purchase a new car and with this information on my credit report, I can't qualify for a low interest rate. Thanks so much for your help.
Business Response
Date: 04/08/2025
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.
Initial Complaint
Date:04/07/2025
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.
For the past two years, I have been attempting to correct issues with two consolidated loans serviced by MOHELA. Despite repeated calls, messages, and formal requests, the appropriate payment plans have not been correctly applied to these loans. I have spent countless hours explaining the issue to multiple representatives and following their guidance, only to find that the corrections have either not been made or have been reversed. MOHELA has failed to provide consistent or accurate information, and I have experienced ongoing delays and mismanagement that have directly impacted my repayment progress and eligibility for relief programs. I have submitted a Privacy Act request and a FOIA request to obtain call logs that document the extensive number of phone calls Ive made to MOHELA since the consolidation loan was submitted in 2023.
Business Response
Date: 04/08/2025
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: 04/14/2025
Complaint: 23170234

I have reviewed the business' response and am rejecting it because:
No contact has been made within 5 business days.

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:04/07/2025
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.
Mohela has been my loan servicer for my student loans. I received PSLF forgiveness on 11/1/2024 with a back date of effectiveness of 3/31/2024 and was told that I had a negative outstanding balance on both of my loans to the sum of -$161.73 & -$2441.57 and it stated "If applicable, well process a refund for any payments made towards the loans listed above after the effective date of this forgiveness. Any refund will first be applied to the outstanding balance of any remaining loans. If you do not have any remaining loans the refund will be sent to you directly." I have no other loans and am due a refund. Mohela has stated it could be upto 90 business days for the refund to process from the 11/1/2024 date. It has now been over 90 business days for the refund to be processed. I have called mohela 6 different times since it has been over the 90 business days and am on hold for 8+ hours without ever getting to speak with a representative or am hung up on and have to call back. I have submitted 2 messages to Mohela asking about the refund as I have not been able to get anyone on the phone. My loans have been wiped from both my credit report and federal student aid site. I would just like my refund from the overpayment of the student loans. The run around to try and get information is frustrating from them and they are vague in their responses without providing any actual insight into the process and what is going on. I have included my letter that states the loan forgiveness with the date of the letter and the date the forgiveness was effective. I have included the payments that were made after the forgiveness effective date. I have also included both messages and responses that I have received from Mohela as well as the negative balance on my account to indicate the refund. I would just like my refund processed and money sent back to me.
Business Response
Date: 04/07/2025
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.
Initial Complaint
Date:04/07/2025
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.
For the last three months, I have been unable to access my MOHELA account. When I ask to resent the password or for username, it allows me to enter the 'rescue' information but then says it doesn't recognize the account. This means I cannot access my information needed to submit for taxes AND I can't make additional payments. When I've called to get information, I haven't been able to get any human on the line or to get a 'call back' that they say they'll provide. Now, I'm in ******* for leading a study abroad and using a German SIM card. This charges 1 EUR a minute that I sit on hold. They do not offer another option. You cannot message them or email them without logging in. And, of course, that's the whole problem Prior to this, the website was always down and extended wait times to talk to anyone continued. When the website was not down, the numbers for what I owed continued to change. I have copied and save all that information for documentation of the confusion and lack of transparency. Even if I'd wanted to pay off my loan early, I could not because it wasn't and still isn't clear what I owe. Yet, I'm getting charged monthly and accruing interest.
Business Response
Date: 04/07/2025
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.
Initial Complaint
Date:04/06/2025
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.
I am asking 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 repayment plan application has not been approved nor denied as of 4/6/2025. I applied for an income-driven repayment plan in June of 2024. MOHELA still has not let me know whether this has been approved or not, and still has not place my account into an automatic administrative forbearance. The following is my call log with trying to get ahold of MOHELA to place my federal student loan into forbearance: Called on 2/28/2025 @ 4:30p CST recorded msg stated closed at 6p CST, as well as their website noted MOHELA customer service closed at 6p CST; message stated I had an approximate 45-minute wait, no one answered while I was on hold and I was automatically disconnected at 6p CST. Called on 3/7/2025 @ 5p CST recorded msg stated closed at 5p EST; they had changed their hours of customer service operation without notifying customers; I called at 5p CST so it was too late; I checked MOHELAs website and now the website stated customer service closes at 5p EST. Called on 3/14/2025 @ 3:31pm CST; automatically disconnected me at 4:41p CST. Called on 3/21/2025 @ 11:34 am CST, message stated wait time to be 3 hrs.; was on hold for 4:33:51, automatically disconnected me at approximately 4p CST. Called on 3/28/2025 @ 6:15a CST; I had to start work at 8a CST so I had to disconnect; no one answered my call from being on hold and the message stated I was the second caller in the que when I first called. Called on 4/4/2025 @ 1:32 CST; message stated wait would be 3 plus hours; was on hold for 4:07:22, disconnected me at approximately 4:15p. 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 repayment plan application.
Business Response
Date: 04/07/2025
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: 04/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. MOHELA has currently placed my account in an administrative forbearance until July or until I receive a reply to my income-driven repayment plan application.

Sincerely,

***** *****
Initial Complaint
Date:04/05/2025
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 not liable for this debt with MOHELA. I do not have a contract with MOHELA; they did not provide me with the original contract as requested.
Business Response
Date: 04/07/2025
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.
Initial Complaint
Date:04/05/2025
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 12/5/2024, 3/15/2025, and 4/3/2025, MOHELA Loan Servicing added interest in the amounts of $679.50, $2,724.27, and $1,030.65 respectively to my student loans. A total of $4,434.42 of interest has been added across ten student loans in my name. My loans have been in forbearance through the Saving on a Valuable Education Plan (SAVE) since 8/16/2024. From this point on, my interest rate on all of my loans was set to 0%. SAVE forbearance is expected to end at some point in the future, but importantly, has not yet and should not be occurring interest currently.On 3/18/2025, I called MOHELAs Customer Support line and it was confirmed that although my loans should not be accruing any interest, MOHELA had been wrongfully adding interest. The service representative also informed me that while this interest could be removed manually on their end, MOHELA plans to not remove the interest until SAVE forbearance ends. No one knows when exactly SAVE forbearance will end, which is why I am not comfortable with MOHELAs plan to remove the interest at a later undisclosed time. Even if I wanted to pay the loans at this moment, I would be paying down on an incorrect amount including illegally added interest. This interest is affecting my debt-to-income ratio and it is negatively affecting my ability to be approved for future loans.MOHELA has been illegally adding interest to my loans while I am in a 0% interest forbearance. If the interest can be removed manually, I request that it be done and that interest stop being illegally added. This issue does not involve advertising, as the ***** of Educations Federal Student Aid (FSA) branch assigned MOHELA to be my student loan servicer without my input.
Business Response
Date: 04/07/2025
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: 04/11/2025
Complaint: 23164721

I have reviewed the business' response and am rejecting it because: I have not received the response MOHELA said they would provide via MOHELA Inbox or physical mail sent to address on file. Their BBB response indicated that they would notify me through one of those channels within 5 business days. I have consistently checked both for the last 5 business days and have not received anything.

I am rejecting their BBB response as they have not addressed this complaint. The situation remains the same as I have continued to check my MOHELA balance and the illegally added interest still remains on my account.
I am requesting that the illegally added interest is removed from my account immediately and that no further interest is added to my balance while my loans are still in forbearance.
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.
Customer Answer
Date: 04/16/2025
Complaint: 23164721

I have reviewed the business' response and am rejecting it because: I have not received the response MOHELA said they would provide via MOHELA Inbox or physical mail sent to address on file. Their BBB response indicated that they would notify me through one of those channels within 5 business days starting from April 5. I have consistently checked both for the last 8 business days (12 total days) and have not received anything.

I am rejecting their BBB response as they have not addressed this complaint and have simply copy and pasted their last response saying they would get back to me, but they have not. The situation remains the same as I have continued to check my MOHELA balance and the illegally added interest still remains on my account.
I am requesting that the illegally added interest is removed from my account immediately and that no further interest is added to my balance while my loans are still in forbearance.

Sincerely,

******** ******
Initial Complaint
Date:04/04/2025
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, my Student Loan Servicer is illegally applying (against their own words, letter from them attached) interest to my student loan account while my account is in Forbearance. Mohela sent me a letter on 2/27/2025 stating my account is in forbearance and will NOT be accurring any interest. However, they are applying interest to my account. My account balance was $34,004 (which it should be) and now its $34,672 due to them illegally adding interest charges to my account The pdf attached starting with 875 is my student loan balance it SHOULD be. The other pdf starting in 899 is the letter they sent me stating no interest will be applied. The *** pdf shows my current balance after they illegally applied interest
Business Response
Date: 04/04/2025
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.