Business Profile

Loans

MOHELA

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Complaints

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

Customer Complaints Summary

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

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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:03/21/2025
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.
As of March 19, 2025, MOHELA is in administrative forbearance due to issues with accurately calculating monthly payments, and this forbearance is expected to continue until servicers can accurately calculate payments, potentially no earlier than September 2025. My loans were all in forbearance or deferred with my credit stating they have always been on time and never late. This has shown I have been on time until March 14, 2025. Now Mohela has reported my loans as 90 days delinquent and has plunged my credit score by 178 points with 24 accounts attached to it from Mohela. There are 11 loans on my Mohela profile which means they have doubled those loans. This is outrageous and I was given no notice about my loans being out of forbearance or deferment. Nor did Mohela state that any of my loans were late especially by 90 days after they have always showed on time until about several days ago. I have disputed all of this with all credit bureaus and they are now under investigation but I need more help with all of this. I am a single mom. My child is severely autistic, my husband passed away in December of 2024 and I have a lease that is up in May of this year. How am I going to be able to move in to a new home with the way that Mohela has drastically impacted my credit. This is very frustrating and wrong.
Business Response
Date: 03/21/2025
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: 23096950

I have reviewed the business' response and am rejecting it because:
I checked my Mohela account and it looks like they have put my loans in forbearance only until July of 2025. That is not enough time as I am pregnant and not working at the moment. I dont understand what they are doing. I also would like my credit to be resolved so Im not sure if they are going to report that my loans arent in fact late.

Sincerely,

****** ******
Business Response
Date: 03/25/2025
MOHELA has received this customers inquiry. Please be advised that ********************** has sent a written response on March 21, 2025, to 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: 23096950

I have reviewed the business' response and am rejecting it because:
they keep denying me for forbearance and deferment. I dont know what else to do.

Sincerely,

****** ******
Initial Complaint
Date:03/20/2025
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 automatic bi-weekly payment deductions from my ***** **** pay function in the amount of $167.04. This has been in place for many years with minimal problems. My payment dated 12/18/24 was never applied to my account. I have contacted my bank and MOHELA repeatedly since January 2025 with no resolution. I have been given the runaround.
Business Response
Date: 03/21/2025
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: 03/24/2025
Complaint: 23096100

I have reviewed the business' response and am rejecting it because: this has been an ongoing issue exceeding the guaranteed timeframe for a resolution.

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: 23096100

I have reviewed the business' response and am rejecting it because: efforts have been exhausted on my part to resolve this matter. Mohela has not reached out to me to provide any updates or resolutions regarding my complaint.

Sincerely,

**** ******
Initial Complaint
Date:03/20/2025
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.
The wait times are upwards of 4 hours to talk to someone. You frequently get disconnected after waiting for 4 or more hours. I've probably spent 12 or more hours on hold with Mohela and still don't have a resolution (to an error on their part). It's unconscionable how borrowers are treated.
Business Response
Date: 03/21/2025
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:03/20/2025
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 company keeps sending me letters saying I am behind on my loan payments. I called them several months ago to try and clear this up. When I spoke to them they told me I was not behind on my payments. We ended the call and all was good. Now about 2 weeks ago I got another letter saying g I was behind on my payments and it would be sent to a collections agency. The only way to contact Mohela is by phone. I have tried calling many times and I am on hold for hours. Nobody ever answers the phone. Then the department of education contacted me and said I needed to get caught up on my payments. Mohela is a scam! They make you look delinquent when you are not and there is no way to contact them. I have my payments set up on automatic payment each month. I have proof that I have paid my loan every month.
Business Response
Date: 03/21/2025
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:03/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business is incredibly hard to contact. I have been trying to contact them regarding repayment of my student loans. Every single time I call because that is the only way to contact them I get told there is over a 4 hour wait. I even press the call back button and when I do receive a call back it is way past the time said they would call back. For example I called this morning at 9:30am they said they would return my call in 2 hours and 5 minutes. I did not receive a call until 2:06pm while I was at work. I call as soon as they open at 8 am when they state there are less busy and easier to contact and I still am told theres over a 4 hour wait at 8:00am on the dot. This is very concerning and frustrating considering I have federal school loans that need addressed in order to chose proper repayment plans and I am feeling very lost and stressed out because I cannot contact this entity. For resolution I would like response from Mohela.
Business Response
Date: 03/20/2025
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: 05/28/2025
I am filing this complaint due to the unacceptable experience I have had with MOHELA as my student loan servicer. I am a young borrower with over $250,000 in student loans and have been trying to navigate the repayment process responsibly and in good faith. Unfortunately, MOHELA has repeatedly failed to support me, both procedurally and emotionally, during this difficult time. Despite submitting my Income-Based Repayment (IBR) form well within the required timeframe, MOHELA has failed to process it. As a result, I have faced unnecessary stress and confusion regarding my repayment status. Attempts to get clarity have only worsened the situation. Every time I try to call MOHELA, even during the recommended call hours, I encounter minimum hold times of 3 to 4 hours. Often, after waiting that long, the call is disconnected without resolution. This has happened multiple times, and it feels impossible to speak to a representative. When I have managed to speak to someone, I have encountered customer service that is not only unhelpful, but outright rude and dismissive. On one occasion, the representatives lack of empathy and aggressive tone reduced me to tears. As a young woman trying to manage a crushing student loan burden, I was left feeling belittled and completely unsupported. In addition, MOHELA representatives have consistently failed to answer my questions about the status and terms of my $250,000+ loan balance. This level of service is unacceptable for any institution, but especially so for one entrusted with managing student loans that directly affect borrowers financial futures and mental health. I respectfully request the BBB to investigate these issues and urge MOHELA to: -Immediately process my IBR application. -Improve phone accessibility and reduce call wait times. -Implement proper training and accountability measures to ensure respectful and informed customer service. I request that I be contacted directly by phone or email to resolve this matter.
Business Response
Date: 05/29/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 05/29/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will be waiting on their response

Sincerely,

****** *****
Initial Complaint
Date:03/19/2025
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.
This will be my 3rd complaint filing with BBB against Mohela. They continue to display that I owe on their website, sending me notices about everything other than my Total and Permanent loan discharges. The last email stated it was in forbearance as a result of my discharge but hasnt deleted the information. They are way pass the deadline to have this information removed and continue to process it as I still owe. I am afraid they are trying to buy time for some action to negate my status. I want them to have this resolved now as they are way beyond the time frame given to them by their own regulations.
Business Response
Date: 03/19/2025
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: 23088151

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

The business hasnt reached out to me nor responded with an email. The business is well past the deadline for applying this discharge. This matter needs to be settled and I will be rejecting any and all responses from this business other than a call to my number on file with an update or application of discharge.

Sincerely,

****** ******
Business Response
Date: 03/26/2025
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: 03/27/2025
Complaint: 23088151

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

of my earlier response. I will reject anything but a resolution and a email/phone call

Sincerely,

****** ******
Initial Complaint
Date:03/19/2025
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.
07-Jan-2025; IDR Application Received 19-Feb-2025; Mohela Notified me of pause of IDR Application Review, and that account will be place on a Temporary Forbearance Meanwhile my monthly payment has now doubled and they never place my account into forbearance. I have continued to pay $711 per month which was my previously approved *** and that is all i can afford otherwise unable to pay other bills, feed my family and keep a roof over my head. My account is now delinquent because of the "Doubled" payment and is subject to reporting to ************* and Garnishing of my check. Please place my account under forbearance as you figure our IDR Application so that my credit is not affected. I have called multiple times and i am placed on hold for several hours (over 3hrs) and yet I am at work. No one can be on hold for that long everyday and still have work to do. Please place my account into forbearance so my credit is not affected pending the outcome of IDR Application, or adjust my account so I can continue to pay you the $711 per month.Thanks.
Business Response
Date: 03/19/2025
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:03/19/2025
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.
As of 3/3/25 ************** indicates that I no longer have any student loans because I met the requirement of 120 payments while working at a non-profit and I am eligble for ************** Loan Forgiveness. Despite this, Mohela, my student loan servicer, is still trying to bill me monthly for loans that no longer exist.
Business Response
Date: 03/20/2025
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:03/18/2025
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 made a payment for my unsubsidized loan #1-04 serviced by Mohela over a month ago (on 2/14/25) but the payment is no where to be found on my account. It initially showed as pending and after it successfully went through it just disappeared on their site without deducting the paid off balance. Interest continues to accrue on my loan while the money has already been taken out of my bank account. I've received no response on the email I sent a week ago and their phone support is basically impossible to reach with its 5+ hour wait times. After looking online, multiple people have had the same problem since 1 YEAR ago so they definitely know that this is happening but don't care so they can extract more money out of people. I hope a resolution can be achieved by posting my payment (which was enough to cover the entire loan at the time) and removing the interest accrued after the payment was received.
Business Response
Date: 03/19/2025
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: 03/24/2025
Complaint: 23083876

I have reviewed the business' response and am rejecting it because:
I was sent a message asking for information that I already gave them... no help at all
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
Better Business Bureau:

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

Sincerely,

***** ***
Initial Complaint
Date:03/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Due to recent events I feel that my FERPA rights were violated by Mohela and ***.
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
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am content with this resolution. If nothing comes from this then I will reach back out again.

Sincerely,

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

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MOHELA is NOT a BBB Accredited Business.