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

4,078 total complaints in the last 3 years.
1,381 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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,

******* ******
Initial Complaint
Date:03/17/2025
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 writing to formally lodge a complaint regarding the unauthorized access and breach of my educational records, financial aid data, and IRS tax information by the *************** of Education (DOE) and the Department of Government Efficiency (DOGE). This breach constitutes a direct violation of the Family Educational Rights and Privacy Act (FERPA) and Title IV regulations, as well as an egregious violation of my personal privacy and financial security.I recently discovered that my sensitive and legally protected records were accessed and potentially shared without my consent. This includes but is not limited to:**** academic records and personally identifiable information (PII).**** Free Application for ********************************* including financial aid history and loan **************** IRS tax transcripts, which were obtained and used without proper authorization.These actions violate my rights under FERPA (20 U.S.C. 1232g; 34 CFR Part 99), which grants me the right to control access to my educational records, as well as Title IV of the Higher Education Act, which governs the use and protection of federal student aid information. Furthermore, unauthorized access to my IRS tax data raises serious concerns regarding potential identity theft, fraud, and violations of federal data security standards.This breach has caused significant distress and concern regarding the security of my personal and financial data. If my demands are not met within 30 days, I will be left with no choice but to escalate this matter through legal channels, including filing complaints with the ************************ (***), the ************************************ (****), and pursuing legal action against the responsible parties.
Business Response
Date: 03/18/2025
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:03/17/2025
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.
Hello,I have approx 400k in student loans with mohela. I have been trying to get verification of these loans for 6 weeks. I have a deadline in 2 weeks to provide this verification to my employer. I have called 6 times. The wait times to talk to an agent have ranged from two to five hours. They keep telling me theyre sending the form that day, but then they do not send it. They are refusing to verify my loans. They are being paid a great deal to service federal loans, and I cant get a simple form filled out saying that I have the loans. If I miss this deadline - it will cost me $200k in loan repayment from my employer.
Business Response
Date: 03/18/2025
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: 03/19/2025
Complaint: 23078370

I have reviewed the business' response and am rejecting it because: I need a timeframe in which they will contact me directly. I have sent many emails to them about that for last 6 weeks. I dont have another 6 weeks to wait for their response. Is it possible to get a timeframe frame in which they will respond to me?

The two messages that say theyre in response to my document request - are blank.

Sincerely,

Asia ****** - *****
Business Response
Date: 03/19/2025
MOHELA has received this customers inquiry. Please be advised that ********************** has sent written correspondence on March 19, 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: 03/23/2025
Complaint: 23078370

I have reviewed the business' response and am rejecting it because:
I still do not have the form. The last communication I have from them is from March 6. (I emailed them on March 19- but there was no response to that one.) the response from March 6th is attached but the summary is that they believe the issue is already handled. It is not. Im almost 8 weeks in to a 60 day deadline. I dont know how to get them to fill out the form. I have also said that it could be sent in the **** mail if that is easier.

Sincerely,

Asia ****** - *****
Initial Complaint
Date:03/17/2025
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 my student loans with MOHELA. I have had my loans on auto-debit for a long time. On February 14, 2025, I had $271 come out of my account through auto debit. After that they sent an email that said I was late on my payment. Even though I had already paid. I have tried contacting them on more than 10 occasions. I have been on hold waiting for them to answer 3, 4, 6 hours at different times and no one answers the phone ever. I have also selected 2 times to get a call back. I have never received a call back or reached a representative. Now on March 14, 2025, I had another $271 taken in auto debt. Their website says now that I am negative $543. Not sure if some kind of fraud is taking place, but it seems my money is being taken, showing that Im negative and no one ever answers calls there. I have even uploaded my bank account proof for February payment to their site.
Business Response
Date: 03/18/2025
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:03/17/2025
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 reached out to this company on 3 different occasions and have an issue addressed and I have yet to receive a response. The first time I reached out it was on 11/18/2024 then again on 01/10/2025 and lastly on 03/10/2025.
Business Response
Date: 03/18/2025
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: 03/18/2025
Complaint: 23077401

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

7 days from which date?

Sincerely,

***** *****
Business Response
Date: 03/18/2025
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:03/17/2025
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.
I am filing this complaint due to MOHELAs failure to provide proper communication and documentation regarding my student loans. I have made multiple attempts to contact MOHELA by phone, encountering long wait times. I received one callback, but the representative informed me that I owe a past-due Parent PLUS loan without providing any official notice or supporting documentation.The representative mentioned she could not find any loans under my name while searching. During this call, the phone was unexpectedly disconnected, and I did not receive a callback. I had to make multiple calls after that but still received no assistance.Additionally, I attempted to log into my MOHELA account, which I had previously accessed. Now, I receive an error message. Despite verifying my login credentials, I remain locked out of my account.Ive sent emails but have been unable to find a reliable email. The lack of communication from MOHELA has been frustrating and concerning.I am extremely worried about the security of my personal data. If MOHELA cannot locate or verify my loans, I fear they may have mishandled sensitive information such as my Social Security number etc.;Given that MOHELA has been unable to locate or verify any loans under my name, I should not be held liable for any past, present, or future charges. I am requesting confirmation in writing that I will not be held responsible for any loans that cannot be verified or documented immediately, and that no charges or collection actions will be taken against me unless proper documentation and verification can be provided right now.I am requesting a formal written statement that clearly outlines all loans currently associated with my name, and formal confirmation that I will not be held liable for any loans MOHELA cannot locate, verify, or provide documentation for at this time. Additionally, I request confirmation that no retroactive charges will be imposed on me, and that no future charges will occur.
Business Response
Date: 03/18/2025
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: 03/18/2025
Complaint: 23077304

I have reviewed the business' response and am rejecting it because: MOHELA has not provided a direct written response to me regarding the actual issues raised in my complaint. Until I receive formal documentation verifying or clarifying the loans in question and a resolution to my concerns, I do not consider this matter resolved.

Sincerely,

***** *****
Business Response
Date: 03/18/2025
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: 03/19/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Still waiting to hear for MOHELA as of now I will not accept this response until then.

Sincerely,

***** *****

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MOHELA is NOT a BBB Accredited Business.