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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

Find a Location

MOHELA has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • MOHELA

      633 Spirit Dr Chesterfield, MO 63005-1243

    • MOHELA

      PO Box 105540 Atlanta, GA 30348-5540

    • MOHELA

      PO Box 105347 Atlanta, GA 30348-5347

    • MOHELA

      PO Box 91388 Raleigh, NC 27675-1388

    • MOHELA

      PO Box 90639 Raleigh, NC 27675-0639

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 unreachable to discuss concerns about my accounts. Hold ***** of 4+ hours with no answer.When MOHELA took over my accounts from ******* Servicing, they put me on an unknown repayment plan. I was on a Graduated Repayment Plan with FedLoan Servicing. My payments were approx. $500 per month. When MOHELA took over, suddenly my payments dropped to approx. $280/month which is not even enough to cover the accruing interest! Under this plan, which I never requested nor consented to, I would literally be paying my student loans FOREVER. They are auto debiting my account for payments I never consented to. I cannot access my account online, despite multiple attempts at resetting the password. I cannot get anyone on the phone to discuss my concerns. I am BEYOND frustrated. There are too many violations of **** regulations to list. This is fraudulent, predatory, and WRONG.

      Business Response

      Date: 03/25/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 provider is Mohela. After graduation, my new employer, as part of my compensation, offered me ****** dollars a year towards my student loans. In order for my employer to send a check to Mohela, I need Mohela to sign a form confirming they are my student loan provider and agreeing to accept the money from my employer towards my student loans. I first sent Mohela this form in October. It is now March of the next year, and I still have yet to receive this form. have called on average every 2 to 3 weeks, and reuploaded the document to their website multiple times. I have been told over the phone that it would be within my hands in a week following a phone call, once in December and again in January. Mohela is making it impossible to accept a large payment towards my student loans.

      Business Response

      Date: 03/24/2025

      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: 03/31/2025

      Complaint: 23099940

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

      Mohelas response said that they will communicate with me directly. I have not received any communication from Mohela since this response (7 days ago). I was hoping Mohela would be able to reach out during this time, as I believed they would based on their response. Considering how Mohela has promised to deliver the documents to me through mail or digitally multiple times over the past few months, without delivering, I would like to keep this complaint open until I am able to receive these documents from Mohela.

      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. 

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 hold with this business twice now for 6 hours each time - *********** is taking out payments to my account twice a month (the beginning of the month (usually the 4th and the 28th). When I have emailed them about why they are taking the amount out twice they did email back but said to just look at my account history - no help at all - Then as I am trying to get a forbearance the person that I did speak to at the beginning of the month said I would have an answer about forbearance by the 20th. Still no answer and my account ********************* "pending forbearance". In addition, I tried to turn off my auto pay but the system won't give me an option stating "Were sorry you cant enroll in Auto Pay at this time." and "1-01 DL Consolidated - UnsubsidizedThis loan is not in active repayment" however they are taking money out! I am at my ***** end

      Business Response

      Date: 03/24/2025

      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:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 March 14th I went to pay my loan and saw that if you have a IDR application in process for more that 60 days and a payment due within 10 days that the account will be put into automatic forbearance. Since my payment was due on march 15th and my IDR application has been in process since October 11th, 2024 my loan should have atomically been place in forbearance. Today I logged in and it says that my payment is past due. I called and was told that the estimated wait is 2 hours and 10 minutes, however I have been on hold for 5 and a half hours and still currently on hold as I write this.

      Business Response

      Date: 03/24/2025

      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: 03/25/2025

      Complaint: 23099730

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

      They have made no effort to contact me about this complaint, nor have they responded to the complaints that were submitted through the MOHELA website. 

      Sincerely,

      ******** ****

      Business Response

      Date: 03/25/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

      Customer Answer

      Date: 03/26/2025

      Complaint: 23099730

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

      There has been no effort by MOHELA to contact me about my complaint. 

      Sincerely,

      ******** ****

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 work for a 501(c)3. My student loan servicer was changed to MOHELA in 11/24. I have been awaiting an answer from my student loan servicer, including for Consolidation and PSLF applications, which were submitted 12/6/2024. It has been over 90 days waiting, and now there are court orders complicating these factors. I attempted to contact MOHELA and was put on a 4 hour wait, which seemingly immediately cut the line when it was answered. I attempted to call again and had to re-navigate the system, but received no *********** PSLF application is still in processing, signed by my employer, until the Consolidation application is processed, which my previous servicer and now MOHELA are simply failing to do in a timely manner before further political agendas impact the process. I cannot put my loans into forbearance, and cannot afford the nearly $500/month payment I am currently required to pay, and interest continues to accrue despite my servicer's 90+ day processing time. Very few public service workers make enough for a $500/month loan payment.Further, that payment does not seem to be accurate, as I have been approved by the **** of Education for an IDR Plan, per my account on the Federal Student Aid site. This does not appear to be reflected in my MOHELA account, however.

      Business Response

      Date: 03/24/2025

      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:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 released on their website, and when you call, that if a person has an IDR pending the loans would enter automatic forbearance. However, I received an email I missed a payment and my payment is incredibly expensive, especially considering what I make. I have tried to email them and have received no response. I have also spent HOURS on the phone to still never speak to anyone or get this resolved. I have proof of when my *** was submitted and information on the site where it states my loans should have entered automatic forbearance.

      Business Response

      Date: 03/24/2025

      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:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 consolidated federal student loans are serviced by MOHELA. I am a SAVE plan applicant who is supposed to be in forbearance while pending litigation gets sorted out, but I keep getting payment due and past due notifications. It is nearly impossible to get on the phone with MOHELA unless I take a day off from work to spend 3+ hours on hold, which is absolutely unacceptable. I want to be put back into forbearance with the exact end date in writing, and I want MOHELA to expand their customer service capabilities dramatically.Since CFPB and the Department of Education are no longer functional, I am filing a BBB complaint based on a tip from Reddit.

      Business Response

      Date: 03/25/2025

      MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      3/21 call to MOHELA requesting information because my automatic payment request was never approved. I was on hold for >4 hours. When I previously tried to call regarding this issue they were entirely unhelpful. There is a reduction in loan interest with automatic payments but they do not actually allow you to signup for the automatic payments.

      Business Response

      Date: 03/24/2025

      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:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 loan provider is horrible at communicating with borrowers. I have been on hold for 7 hours and then hung up on, with not one representative. Tried again was on hold for 8 hours and the same thing. This is extremely frustrating as they have ruined my credit. Mohela failed to notify me about my repayment by sending mail to the wrong address. Never was contacted by a debt agency. I did not realize this until I applied for a mortgage and was denied due to my credit dropping significantly. When making a mohela account I saw this balance and instantly paid it as I am someone always on top of my payments. I need them to reverse the credit mistake. Mohela shows that they started charging me in 11/2023 I was still a student during this time. I was told that I would not have to start paying until 6 months after graduation date. They have flagged my account 10 times with no contact. I need this reversed. I requested a retroactive forbearance and still havent received anything. Most of all I need to get in contact with an agent. I cant believe this company is allowed to get away with this.

      Business Response

      Date: 03/24/2025

      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:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 submitted my application for an income-driven repayment (IDR) plan on December 4, 2024, and it is still under review. According to Department of Education guidelines, while my application is pending, my account should be placed in administrative forbearance to prevent billing and negative credit impact. Despite this, MOHELA has billed me $626.12/month, ******** in total payments bill date 2/23/2025 and those charges have led to delinquent credit reportingeven though I do not have the income to support such a payment, and the application has not yet been processed. I have made multiple attempts to contact MOHELA, waiting on hold for hours, and the calls are often dropped or disconnected once answered. I have not been able to get help, explanations, or resolution. I am requesting: Immediate correction and placement in proper forbearance while my IDR application is under review. Removal of all negative credit reporting caused by MOHELAs error. Reinstatement or correction of any delinquent status on my account. A formal confirmation that these issues have been resolved. This mishandling is unacceptable, and I hope the BBB can assist in resolving this issue.Sincerely, ****** ***** ******************************************************* ************ ************************ Loan Account #: **********

      Business Response

      Date: 03/24/2025

      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.

    MOHELA is NOT a BBB Accredited Business.

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