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.

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:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried contacting Mohela several times a month for the last 6 months. They are my student loan servicer and I have been trying to get a new repayment plan with them as I cannot afford the monthly payments of the standard repayment plan they have me on. Every time I call it tells me I have a wait time of at least 3 hours! This is no matter what time of day I call and no matter what day of the week. I am honestly trying to speak to someone about repaying my loans in a way I can afford. I have also submitted a few *** applications and never hear from anyone.
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
Complaint: 23148135

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

I would like more than a letter in the mail in 5 days meaning a phone call from a customer service representative that can help me and answer my questions regarding my payment options of my student loans. I am trying to be responsible and proactive in getting a repayment plan for those instead of just not paying them and it affecting me, my credit score, and them as a servicer. They have all of my contact information however, my cell phone is ************. I need a call immediately.

Sincerely,

******* *******
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:04/01/2025
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.
Paid bill on time to Mohela in February 2025. Then notified that **** has my account now and I got no credit for my February payment. Sofi is threatening to turn into debt collector. Refuses to rectify their mistake after numerous calls from me.
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.
Initial Complaint
Date:03/31/2025
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.
Completed discharge from loan from Mohela with refund processed for $4335.31 saying processed on Mohela website as of 11/11/24. Waited 60 days for processing and then called after nothing occurred. First spoke to them in January around the 10th and was told that request had to be made to *********** and that they would send it and could take up to 90 business days which was March 10th. Called back March 13th after nothing occurred refund only to be told it would take until March 17th. Called back on March 19th after still no refund. I was told that *********** still had not processed. I got number to US treasury and called them. They told me they have not received any request from Mohela. I spoke with Mohela immediately after. Was given to a supervisor who said money would be given on March 27th. It is March 31st and still no refund has been issued to myself.
Business Response
Date: 04/01/2025
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:03/31/2025
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.
Mohela is my student loan servicer. They have repeatedly given me false information regarding my loan and have made errors in processing my loans which are running the risk of costing me hundreds of thousands of dollars. Currently they have placed me in forbearance against my wishes and due to errors in their system (and/or lies from multiple of their representatives). I am trying to qualify for **** and have only 4 payments/months left out 120 to reach this. Their customer service representatives are undertrained and understaffed and are rarely helpful. I have had them indicate that they are doing things to solve my problem and call in later to find there is no record of anything they said actually being done. They often contradict each other and even themselves throughout a conversations. It typically takes >20 hours on hold and on calls with them to solve any individual problem. Today alone, I was on hold for >11 hours and they hung up on me 3 separate times (twice when I asked to talk with a supervisor and the system for a supervisor told me to stay on the line for one and then immediately hung up on me, and the 3rd time after having been on hold for >8 hours straight) with no actual assistance or resolution given.
Business Response
Date: 04/01/2025
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:03/31/2025
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 owed a refund from an overpayment on my student loan. The letter indicates that I need to confirm my address (which hasn't changed). It gives the option to update online OR call. However, upon logging into my account- there is no place to confirm an address. I verfied with other callers that they've run into the same problem and were forced to call. This is my 3rd day in a row calling and being told that my wait time would be 2 hours and 45 minute. As of this moment, I have been waiting on hold for 5 hours, 37 minutes.
Business Response
Date: 04/01/2025
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:03/31/2025
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 has been reporting I owe them 20K when 12k of that is pell ********* I need this all removed off my credit report please. I have a picture for ********* cant reach them at all.
Business Response
Date: 04/01/2025
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:03/31/2025
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 student loan carrier. My loans were paid off September 30, 2024 with a balance of -$51.27, which is still owed to me. This was paid off with the Public Student Loan Forgiveness program. The forgiveness of my loans was effective February 1, 2024, which was stated in formal letters from both MOHELA and Federal Student Aid. MOHELA reported to the credit bureaus that I still had a positive balance on my student loan in February 2025. I filed a dispute with the credit bureau, MOHELA, Federal Student Aid and CFPB in February 2025. Experian updated my credit report on March 26, 2025, which reflected a zero balance of my student loans. On March 29, 2025, my credit report showed I again owed a balance of over $23,000 to MOHELA for student loans. I have again disputed Experian credit bureau and attempted to contact MOHELA. As MOHELA had a wait time of over 4 hours, I emailed them via my portal on their website to dispute this inaccuracy. As of today, March 31, 2025, MOHELA and Federal Student Aid, I do not owe any money for student loans.
Business Response
Date: 04/01/2025
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: 04/02/2025
Complaint: 23139106

I have reviewed the business' response and am rejecting it because: I have attempted to contact MOHELA multiple times over the past 6 months to resolve this. They repeatedly tell me to "be patient". This has never been resolved and MOHELA hides behind privacy laws. If MOHELA is reporting monthly updates to the credit bureaus, this should have been taken care of last year. I do not trust MOHELA to fix this and expect this will not be resolved unless an outside company intervenes.

Sincerely,

**** ******
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:03/31/2025
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.
We have been on hold for mulitple hours on multiple occassions waiting to speak with someone at Mohela, so we can get back into our locked online account to make a payment on my loan. Ive also used the call back option several times and never get a call back.
Business Response
Date: 04/01/2025
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:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am unable to log into my MOHELA account due to an ongoing technical issue that has not been resolved. Every time I enter my correct password, it says its incorrect and locks me out. I reset my password as instructed, but the new password still doesnt work. When I request a temporary password via email, I receive it, but when I enter it, the system just loops me back to the login screen without letting me in.This has been happening repeatedly, making it impossible for me to manage my student loan. I cant make payments, check my balance, or access any necessary account information. The worst part is that MOHELAs customer service is completely inaccessible. Their only contact option is phone support, and their hold times are ridiculousIve spent over 20 hours per week trying to reach someone, and I still havent been able to speak to a human.This is unacceptable. Borrowers need access to their accounts, and ********************** is failing to provide basic functionality. I need this issue fixed immediately so I can log in and manage my loan.
Business Response
Date: 03/31/2025
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: 04/01/2025
Complaint: 23136988

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

I cannot log in to the online portal to access any electronic communications, that is the purpose of this complaint, so they can't use this method to communicate with me. Also, sending a letter to me in the mail is not going to solve the issue, because a paper letter is not going to fix their website and allow me to login to view and manage my account.

Sincerely,

****** *******
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:03/30/2025
Type:Billing Issues
Status:
UnresolvedMore 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 account which is serviced by Mohela was placed into automatic administrative forbearance after we were pushed to switch to the SAVE plan, only for the plan to be challenged legally & deemed unlawful. Both Mohela and ************** make CLEAR that interest is not to accrue while we are in forced forbearance. See as proof, the attached statements from their pages. Despite this, they continue to add outrageous interest to my balances and will not respond to messages about the issue. Today, I received notification from a credit bureau that over $1,000 of interest was added to one of my loans this month; it has also accrued on other loans that are in PSLF. See the attached notice. The Mohela site however, makes it appear as though they arent adding interest. See the attached photo capture from my account where interest is listed as 0.00%. But-for the credit bureau notification, I wouldnt have even known of this most recent addition. I imagine I was notified by the ************* because it was such a large amount. I cannot express how detrimental of an impact this is to borrowers; it is an egregious abuse and misuse of the government system. How does one not conclude that Mohela is intentionally violating their own policy to their benefit and to my detriment in a way that is deceitful? It surpasses negligence or recklessness. Their customer service representatives and immediate supervisors are untrained to address these types of issues. So, Im forced to seek intervention. (Over the past 1.5 years, Ive spent no less than 20 hours to have MOHELA fix major unnecessary issues that were made so carelessly. It has been a nightmare).It is not okay to violate consumers this way. There are laws against it. Federal government monies are nothing to take lightly.I am writing for the following intervention: for the added interest from this forbearance period to be removed entirely and for a managing representative to contact me.Thank you.
Business Response
Date: 03/31/2025
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: 04/01/2025
Complaint: 23136729

The business said theyre going to respond directly within 5 days so this cant be closed out as I await a response. My only options were to accept or reject their response.

Sincerely,

******* ******
Business Response
Date: 04/01/2025
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
This complaint was closed in error. On 4/1 I received a notice that the business would reach out to me directly to address within 5 business days and you all made me select whether I accepted or rejected their response. I rejected because they obviously hadnt resolved anything or reached out. The very next day, you sent me the exact same message, which I assumed was in error because I took action the day prior. The business NEVER reached out to me and youve closed the complaint within 6 days, reasoning that they made effort to resolve the issue. Respectfully, it should be reopened asap.
Customer Answer
Date: 04/08/2025
The business never addressed the complaint and never reached out directly. Less than 7 days have elapsed since you sent this message on 4/2, and only 9 days since I filed the complaint; it was closed in error.
It should remain pending until they address the issue. Any business could respond indicating that theyll address the issue directly with no intention to do so, just so that you close the complaint, then.
I should not have to repeat the process. It is tiring. When they respond directly, I would then indicate that the matter is resolved.
Thank you,
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.

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MOHELA is NOT a BBB Accredited Business.