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Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loans.

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 105347 Atlanta, GA 30348-5347

    • MOHELA

      PO Box 91388 Raleigh, NC 27675-1388

    • MOHELA

      PO Box 90639 Raleigh, NC 27675-0639

    • MOHELA

      PO Box 105540 Atlanta, GA 30348-5540

    Customer Complaints Summary

    • 4,028 total complaints in the last 3 years.
    • 1,410 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 has mismanaged my case and lost paperwork, charged large amount of unjust fees, refuses to fix the problem, claims to remove the fees but does not. I cannot get a hold of anyone. I am on hold for 4+ hours at a time with no resolution. They will not update notes on my account to show past communication or my frustration. They will not send confirmation of any correspondences.

      Business Response

      Date: 06/11/2025

      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: 06/16/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/09/2025

      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 have attempted, since November, to sign up for autopay with Mohela. I filed a complaint with the ************************** and Mohela claimed that I never signed up. So, every couple of months I sign up (or rather I attempt to) because the autopay never processes and then my payment is past due. I have provided proof to Mohela, I have redone it at their suggestion and it still has not worked. yest, they have no explanation. The proof that I am providing is from January, more than enough time for the autopay to begin working.

      Business Response

      Date: 06/12/2025

      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:06/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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 servicing my student loan repayments. I have tried 3 times (in feb/march/April/May) to put payments on Auto pay and none of them worked. I paid them manually 3 times. Only 2 of the payments I have ever paid them are showing in the account history. On Wednesday, June 4, 2025, I paid the 2 lump sums of $5,000 equally $10,000 and I waiting more than the 4 days and a weekend for it to show up. Nothing has shown up in the account. I am still being charged interest and shouldn't be. I need a refund for that. I have written 3 emails and called but there is no human to talk to. I am scared about this. My bank shows that the money went out, but to where? I have used Mohela a long time about for my Bachlors degree, now this is for my Masters degree. Thanks for your help. ****

      Business Response

      Date: 06/09/2025

      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: 06/10/2025

      Better Business Bureau:

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

      **** *******

    • Initial Complaint

      Date:06/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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 issue is with Mohela. My loans were forgiven through PSLF with a date of 10/31/2024. I have since overpaid $1,098.30. When contacting Mohela in regard to my refund, they are giving me the run around. One representative after being on hold for 1 hour ***************************** to a survey and disregarded my questions. Basically, Mohela needs to send my refund to the ********************** and then the Treasury will refund my overpayment. The representative stated they have no control over that process when in fact they do. Once the Treasury receives the information from Mohela for the refund amount the Treasury will release the funds. At this point this feels like Theft and Mohela is in plenty of lawsuits regarding the matter. I requested to speak to someone higher up regarding the refund and was hung up on. This is very poor business practice. Mohela acknowledge I have an overpayment totaling $1,098.30.

      Business Response

      Date: 06/09/2025

      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: 06/09/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/08/2025

      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 federal student loans should have been on administrative forbearance and therefore not accruing interest over the last 12 months. MOHELA has continued to accrue interest on my account. I have tried numerous times to call MOHELA however I am continuously unable to talk to a person over the phone. I have tried to submit complaint on the *** website and get error messages.

      Business Response

      Date: 06/09/2025

      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:06/07/2025

      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.
      To Whom It May Concern,I am filing a formal complaint against MOHELA (Missouri Higher Education Loan Authority) for mishandling my Teacher Loan Forgiveness (TLF) application, despite my meeting all eligibility criteria outlined by the *************** of Education.I have worked as a full-time, highly qualified special education teacher for over ten years, including five complete and consecutive years at a federally designated ********** school. My loans are eligible, my documentation is complete, and I have submitted the application multiple times over the past year. Each time, MOHELA either provides vague, generic denials or claims that sections are incomplete when they are not.Despite my repeated efforts and resubmissionseach including properly certified documents from my schoolMOHELA continues to stall the process, often responding with automated messages or requiring redundant information. This behavior has delayed my legal right to forgiveness and caused my loan balance to continue growing due to accruing interest.This pattern of neglect, miscommunication, and apparent obstruction is unacceptable. It demonstrates a lack of accountability and respect for teachers who serve in some of the most challenging roles in education.I am requesting the BBBs assistance in holding MOHELA accountable. They must review my application transparently, cease interest accrual during review, and provide a direct explanation for any further issues. If this is not resolved, I will escalate the matter to the *********************************** and the ************************************ (****).Sincerely,***** ********* Account Number: ********** Email: *****************************

      Business Response

      Date: 06/09/2025

      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:06/06/2025

      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 currently have. an U.S. ***** of Education loan that Mohela services and I have not been successful to make payments towards it via sending to a payment address posted by Mohela on their website that apparently does not exist per the ******** or by requesting payment through my personal Mohela online account. Interest continues to accrue on my account as a result. Also there is no success to reach a Mohela Representative via their customer service telephone number. Simply puts you in a recording loop. Please help!!

      Business Response

      Date: 06/09/2025

      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:06/06/2025

      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 consolidated my federal student loans with Mohela in 2024. They erroneously began charging me interest on my deferred student loans despite the fact I had paid off all of my unsubsidized student loans. When requesting documentation showing the loans that I have on file and my payment history they claimed they did not have it which is their responsibility. Additionally, I am currently enrolled in school and they continue to charge interest on my loans claiming that they are in forbearance. The ****************************** provides this information to all loan services yet Mohela refuses to update their data.

      Business Response

      Date: 06/09/2025

      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:06/06/2025

      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 has failed to accurately update my ************** Loan Forgiveness count information for the past year. The counts are stagnant for months, and then some months will update but not others. I've reached out to MOHELA multiple times about this and have received no help or resolution. They just blame Federal Student Aid. I have made over 120 qualifying payments towards ************** Loan Forgiveness and my count does not reflect that due to MOHELA not providing timely updates. In addition, MOHELA put me in an unwanted administrative forebearance due to their own website transition, which delayed my loan forgiveness eligibility date by two months. They are a deceptive and incompetent company engaging in illegal practices designed to keep borrowers as their customers for longer than needed. There is a reason they are being sued or investigated by multiple states' Attorneys General. I want them to update my payment count so that I can get the ************** Loan Forgiveness that I have earned over 10+ years.

      Business Response

      Date: 06/09/2025

      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:06/06/2025

      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 have been approved for *** however I am still in forbearance. On 5/21/25 I submitted a request to be removed from forbearance. I was told that my forbearance would be lifted and payments would restart within 10 business days. It has been over 10 business days. I have reached out to Mohela to have this corrected and have received no response. I am requesting my forbearance be lifted so payments can be resumed.

      Business Response

      Date: 06/09/2025

      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: 06/09/2025

      Complaint: 23435147

      I have reviewed the business' response and am rejecting it because: Mohela initially told me that the forbearance would be lifted in 5-10 business days. Now I am being told that it will take up to 90 business days. This is unacceptable, I know the forbearance can be lifted in a matter of hours. I AM REQUESTING REMOVAL OF FORBEARANCE SO I CAN MAKE MY IBR PAYMENT. 


      Sincerely

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

      Business Response

      Date: 06/10/2025

      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. 

    MOHELA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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