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

4,067 total complaints in the last 3 years.
1,373 complaints closed in the last 12 months.

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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:04/03/2025
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 pay my student loans through Mohela. On March 30, 2025 I paid off the entire balance online. This was a Sunday and knew that the transaction would not begin to process until Monday. I also expected that there may be a small residual amount of interest remaining. By Tuesday, 4/1/25, this (large) transaction had cleared my bank and it appeared that my student loan balance was near zero (save for a nominal few cents that were remaining for some reason). I also turned off my "auto-pay" option on my account. The website advised me that it would take several business days to actually turn off. My next auto-pay day of 4/2/25 was the next day, but even if auto-pay was not turned off yet, I did not expect any amount to be pulled since the balance had been paid in full and cleared by bank. However, on 4/2/25, I saw that $473 had been pulled from my bank account. This is my usual monthly payment. But again - by this date, I had paid my loans off in full and that amount had cleared my bank account and the payment was reflected on Mohela's website. Essentially, Mohela as "double-dipped" and taken more than they should have in terms of loan repayment. This $473 "auto-pay" should be returned as the loan has been paid off already. There are no remaining loans for that amount to pay off. Mohela is notoriously bad with customer service. I have waited hours to speak with a representative to clarify and resolve this. I am waiting on hold right now. I need to speak with someone so that I can explain and coordinate a refund of this $473 amount - and be done with my student loans for good.
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.
Initial Complaint
Date:04/03/2025
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 the victim of identity theft. Someone opened a Federal Student Loan under my social security number in 2018, which remains unpaid. This now remains on my credit report. Mohela, the company servicing this loan, is refusing to close out the loan so that my credit record can be expunged.
Business Response
Date: 04/03/2025
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: 07/08/2025
I was a victim of identity theft, and MOHELA claims I took this money from them. I did not ... and I have sent them to police report, as well as the findings from *****************, as well as the findings from TransUnion, Equifax, and Experian, all showing that this was a case of identity theft. Still, MOHELA says they think I have to pay it. This needs to be eliminated entirely and I need to quit being harassed. They said they had additional names, which they will not pursue for some reason. ****** **** and ******** ******** .... yet, they cannot reach these two names, but still think I should pay the debt that isn't mine.
Business Response
Date: 07/08/2025
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:04/03/2025
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 been in an interest free forbearance on my student loans since Spring ************************************************************************ December 2024, I received a correspondence that confirmed I was in forbearance (attached). Between December 2024 and March 2025 I was charged almost $10k in interest even though my student loans have been in an interest free forbearance.I have tried contacting MOHELA. Their wait times are absolutely ridiculous, over an hour, and I have also tried written correspondence (attached). I specifically requested a timely response AND confirmation of receipt to my written message. I have received neither. MOHELA needs to remove this erroneous interest that they have unlawfully charged me and they need to provide a timely response on this issue and how it will be corrected. Radio silence from them is unacceptable.
Business Response
Date: 04/03/2025
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: 04/08/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ********. I will accept the business' resolution but if I do not hear back from them NLT COB Thursday, 4.10.25 (five businesses after their sending of the previous message), I will bring forth an additional complaint and ask to have this complaint be tagged to it. I have also PDF printed this complaint and the business' correspondence for supporting evidence in the event the business fails to rectify the situation in the timetable they have provided.
Thank you for facilitating this conversation between this business and myself, Better Business Bureau. I am glad, albeit a little troubled, that they were able to respond to you so quickly after practically stonewalling me with their unprofessional slow response times.

Sincerely,

********* ******
Customer Answer
Date: 04/23/2025
Following up on complaint #******** regarding the student loan interest being charged while I am on 0% forbearance. Today I noticed I am still accruing interest and have accrued an additional $1,021.13 since submitting my complaint to the BBB. Proof of current status is attached. I am also attaching the previous account standing as of 3.19.25 that I included with my original complaint which shows the previous account balance to support my claim that I am still accruing interest despite both account ************************* are showing my interest at 0%. Mohela has provided an unsatisfactory response that because I have requested a callback and spoke with one of their representatives that the inquiry was resolved. It was not resolved. In fact, just today (4.8.25), I was placed on a transfer hold that was estimated to be 3 hours and 10 minutes. This is completely unacceptable and no reasonable person should be expected to wait that long. I have informed MOHELA that this was unacceptable in writing and will provide my response. Attaching original complaint PDF as well as MOHELA's response to me directly and my response to them. I am hoping this can still be resolved before I have to escalate further to CFPB and the **************** and, if I am forced to, civil court. I provide consent for the business to discuss these records with the BBB and am selecting the checkbox to do so on the next page. I did so previously and MOHELA failed to comply with my consent in my previous complaint.
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:04/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This federal student aid servicer started requiring payments while the student was still enrolled full time in college. Further, the company did not even notify me that payments were due. I did not even know loan payments were late until they went into default and I was notified that my credit score had changed. I have submitted three separate deferments to have the payments cease until 6 months after graduation and the company has never even acknowledged by email that the forms were received. It is impossible to get in contact with anyone from this company. The 1800 number from the minute they open has hours and hours of wait time and then I get disconnected while waiting. There is no email to talk with anyone. I cannot get any help from this company and they have misled me, not sent me any correspondence, and now my credit score has gone down by 300 points.The loan number 1-01 is in repayment status even though the student is in school. I want the loans in deferment as they should be and want my credit score restored please.
Business Response
Date: 04/03/2025
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: 04/03/2025
Complaint: 23154993

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

They have not acted with good faith, have negatively affected my credit score, and i simply have no confidence they would attempt to reach out to me. They are a non existent shell of a company and i cannot be the only person to suffer from this incompetence.

Sincerely,

****** ******
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.
Customer Answer
Date: 04/07/2025
Complaint: 23154993

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

They have not acted with good faith, have negatively affected my credit score, and i simply have no confidence they would attempt to reach out to me. They are a non existent shell of a company and i cannot be the only person to suffer from this incompetence. My feeling is they want this complaint closed and then they will never reach out to me. Not a trustworthy company.

Sincerely,

****** ******
Initial Complaint
Date:04/02/2025
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 was assigned Mohela as my Federal Student Loan servicer despite never stepping foot in the state of Missouri. Since entering repayment on my ***** worth of student loans I have been a model repayment customer; repaying every month and sometimes more than what was required. I am a part of the SAVE plan that is being adjudicated which means my loans are not supposed to be accruing interest. I keep meticulous records of my loan balance and payoff date however within the last month, Mohela has added $1,115 to my account with no indication of where these charges are coming from (in the past 2 days alone the total went up by $263). Mohela is illegally charging interest right now despite my account showing "no payments due," "0% interest," and no charges aside from my payments. In the documents uploaded you can see that I am enrolled in the SAVE plan and that my account has a 0% interest rate as of now.
Business Response
Date: 04/03/2025
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
Attached you will find photo proof of my student loan page through Mohela inflating by hundreds of dollars within the course of a few days. I have also attached an mp4 of my recent call with Mohela where the customer service person acknowledged wrong doing.
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:04/02/2025
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.
Identity Theft/Fraudulent Student Loan * A set of three federal student loans were fraudulently taken out in my name by the perpetrator of identity theft.* I have filed a police report, a report with the ***, and all required documents for Mohela to process and received an acceptance of the discharge application and notice that Mohela has forwarded the application to the US **** of Education.* The account has now been taken out of forebearance and Mohela has sent me a bill/account ************************ requesting payment on the disputed loans.* I have spent no less than 12 hours on hold attempting to contact Mohela the past two days and have been disconnected in all attempts to speak with supervisors.* I believe Mohela is operating in bad faith in my pursuit of the fraudulent loan discharge and the reception of a bill for an account in dispute due to fraud represents a predatory lending practice.
Business Response
Date: 04/03/2025
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:04/02/2025
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.
The student loan payments for this loan were made in full. During the student loan forbearance period in 2024, the loan payment was still being paid/taken out of my daughters bank account, resulting in her overpaying the loan amount. In September 2024, I spoke with Mohela and they said a check would be issued, for the amount overpaid, in ***** days. I spoke again with a representative from Mohela in January 2025, and was told a check was issued on 11/9/24 for the amount of $518. Well past the ***** time frame in February 2025, I once again spoke with a representative from Mohela, after being on hold for almost 3 hours. I was told again that a check was issued on 11/9 and should be on the way. It is now April 2025 and there has not been a check issued or electronic payment for the $518 overpaid.
Business Response
Date: 04/03/2025
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: 04/03/2025
Complaint: 23151978

I have reviewed the business' response and am rejecting it because: I simply want the amount I overpaid back promptly. The check issued on 11/9/24 has not been sent as of 4/3/25. If I were to owe an amount, there would be considerable interest and penalties on my part. This is unacceptable. You owe me my money!

Sincerely,

******* ****
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.
Initial Complaint
Date:04/02/2025
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 any **** nor do I have a contract with MOHELA/DOFED. They did not provide me with the original contract as requested.
Business Response
Date: 04/03/2025
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:04/02/2025
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 been waiting for well over 4 months now (since November 2024) for a student loan overpayment refund. In February, I called MOHELA and waited over three hours on the phone only to be advised I should see payment at about the 4-month ***** That period expired in March. I am seeking the refund amount. Thanks.
Business Response
Date: 04/02/2025
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:04/02/2025
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.
Awaiting a refund for student loan forgiven through the **** program.
Business Response
Date: 04/02/2025
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: 04/03/2025
Better Business Bureau:

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

Sincerely,

***** ******

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MOHELA is NOT a BBB Accredited Business.