Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,028 total complaints in the last 3 years.
1,410 complaints closed in the last 12 months.

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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:06/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MOHELA Placed my student loan under forbearance without my request. They then indicated that my loans were paid off when I was attempting to pay interest, Now, the balances have been reinstated. They say I owe interest that I was not able to pay that accrued during my forbearance. , I did not want the forbearance in the first place because i was working on making payments toward qualifying for Public Employee Student Loan Forgiveness. They claim, of course, that the loan ws never paid off and I do not have a date when my forbearance, that I did not request, will end. I do not trust their calculations or balances but if I do not pay whenever they decide payment is due, then I will default.
Business Response
Date: 06/03/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/05/2025
Complaint: 23411763

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

This is not a real response at all. i will wait to be contacted in any way

Sincerely,

******* ********
Business Response
Date: 06/06/2025
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:06/02/2025
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.
Back on 11/14/2024 I submitted an application to switch out of the SAVE plan to the *** plan so I can continue my PLSF journey. When I called MOHELA on the phone, they told me that I should switch successfully approximately within the April 2025/May 2025 period. Now on 06/01/2025 I got a letter in which now I am getting interest. See all my attachments as evidence.The outcome that I am looking for is for me immediately to switch from *** to SAVE PLAN. Also I would my forberance months to count for PLSF is the other outcome I demand.If you have any questions, please contact me at ***************** or ********** Sincerely,******* Keith ******
Business Response
Date: 06/03/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:06/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MOHELA keeps harassing me about a student loan. They now want more money than I even make each month on disability. They refuse to honor my *** from ************** claiming their support of ******* ** that canceled all IDR even though the ** was overturned by the courts. The automated message says ***'s should be in forbearance, but mine is not and when I try to speak to a human, their system says "wait time will be x minutes (click - hang up)" They already hit my credit report for over 100 points and are threatening to throw my loan in default. I have also contacted my senator's office since this pertains to a federal student loan. I got a message this morning, they wanted me to use their system to upload a screenshot of my ************** letter, but my screenshot format .PNG was not allowed. I don't have the software to convert the file to an accepted format (what is a .tiff or .raw )They already hit my credit report for over 100 pts and are threatening to throw my loan in default.If they refuse to follow laws or work with me, what can I do? They are predatory calling as early as 4 am, which I didn't think legal.
Business Response
Date: 06/04/2025
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: 06/05/2025
Complaint: 23409890

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

The issue is not regarding communication in any manner. I have tried contacting MOHELA. I want them to reverse the 129 point hit to my credit and honor my IDR. MOHELA refusing to honor my IDR, is illegal. I attached the confirmation I received from ************** to the original complaint. Honor it!!!

Sincerely,

******* *********
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.
Initial Complaint
Date:06/02/2025
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 have encountered misapplied payments, incorrect balance reporting, delays in ************** Loan Forgiveness (PSLF) processing, lack of proper communication, etc. These errors have caused undue stress and potential financial harm, including [credit impact, delays in forgiveness, overpayments.Despite my prior attempts to resolve these concerns through your customer service channels, the issue remains unresolved. I believe this may be part of the broader systemic servicing failures currently under investigation or litigation, and I request that you re-evaluate my account accordingly and remove the current student loans
Business Response
Date: 06/03/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/12/2025
Better Business Bureau:

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

Sincerely,

*********** ********
Initial Complaint
Date:06/02/2025
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.
They need to property do the job they are tasked with. My issues started before the pauses on loans, and yet they still for over a year have refused to follow through on changing my plan or giving me interest free forbearance as they stated. Instead of replying to me they deleted the emails that I have screenshots of still because I guess they were hoping I was an idiot. I've attached where they sent the email. They also constantly sent emails and letters throughout the period I did not have to pay demanding that I pay, which I did but regardless they are so highly incompetent that I don't understand why they are allowed to be anywhere near loans of any type. They have also went in and changed all my emails to cover this because it just sends me to a file they sent out yesterday regardless of the dated file I opened, so if I didn't have these screenshots I couldn't even prove their failure as a business. I want to pay my loans without drama and without begging them to doing their jobs.
Business Response
Date: 06/03/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/06/2025
For the past two years I've struggled with getting clarity of the situation with Mohela in regards to why that they have made a mess of my student loans. Originally I was on the SAVE plan, and while I do understand the mess that has become, the issues with Mohela started before the freezes had ever begun.
When I went to consolidate my loans into one loan so that I could move forward with PSLF and my loans were transferred to them. Instead of one lump loan they split it into two, and did no place me in the plan but into standard. I tried to correct this and around the time SAVE was starting to it's court processes so I went to switch over from SAVE to a different plan so again I could continue with my plans for paying off and aiming for PSLF instead of being tied in a court mess with the program. They still did not change my plan and the freeze happened here. During this time, where I should have been in interest free forbearance, they sent for three months late payment letters while also emailing about late payments to only after that three months send that I didn't have to pay. It was incompetent and a mess to deal with when there is no need for it when this is the business they provide- and wouldn't have if not for student loans.
Now when I click the original file of a backdated email from that period it sends me to the ones they sent on Monday of this week. Which means I couldn't show where I was supposed to be in a plan (again, they shoved me in standard right before the freeze when I should have been in SAVE, which I then tried to change so I could keep towards PSLF) and was supposed to have it interest-free (even if it was for only a duration of time, that duration never existed for me). Or where they harassed me for three months for a due payment that wasn't due (and I paid it on that note and have been paying even tho I do not have to yet).
I want a new loan provider I'm through with dealing with them. I do not need people making mistakes at this level with my money and debts it makes them untrustworthy.
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.
Initial Complaint
Date:06/02/2025
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.
My student borrower Mohela is deducting my payments through auto pay, yet I keep getting random amounts as "overdue". I pay them to protect my credit but then noticed that my May payment is not reflected on my Mohela account summary. I double checked my bank and it is there as the usual deduction. My payment is for ******. Yet last month I had a notice that I was overdue *****. I paid it despite not understanding what it was. Then my May payment has been deducted by my bank yet Mohela shows no record of that payment. I then got a notice that I owed anothe 98 dollars and change, which I also paid. It shows deducted from my bank but Mohela just shows that it is pending. I have sent emails and a complaint. There is no option to speak to a representative when I contactdd Mohela, the automated system just cycles with no option to speak with anyone who can fix this.
Business Response
Date: 06/02/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:06/01/2025
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.
Mohela refuses to keep me on my payment schedule so that I may make payments that count for my ************** Forgiveness Loan (PSLF) plan. I am currently a school teacher who is set to retire in 2026; I am 65 years old and I need to tend full-time to my family and my health. My original forgiveness date was September 2025; it keeps getting delayed and now shows September 2026, well past my retirement time, at which point I cannot make payments for PSLF.I have been on Income-Based Repayment (IBR) since March 2025. However, Mohela continues to place me in arbitrary forbearances. Mohela should remove the arbitrary forbearance, as I have proof that I have asked numerous times. Mohela should immediately move me into repayment on my already approved *** plan. Mohelas delaying tactics are preventing me from fulfilling my contractual agreement for the ****.
Business Response
Date: 06/02/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/13/2025
The complaint has been resolved. Mohela put me back on my payment plan. It only happened this week. Thank you!
Initial Complaint
Date:06/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since December of 2024 I have made multiple attempts at contacting MOHELA to correct the status of my account. I was able to get through a few times and representative informed me that my loans are in multiple status and this is why I have not been able to apply for the repayment plan I would want to select. The representative would then forward the call to a higher-level person to correct the statues of my loan. This is when I would be placed on hold for approximately 2-3 hrs never getting through to the higher-level representative. Mohela's system does not allow callers to leave a message for the higher level representative to call you back. This has happened multiple times to me. I also reached out to my university to request they resend a letter stating I am enrolled in school. This still has not changed my status and I have not received any correspondence from MOHELA. The results I am looking for are to be able to apply for the *** repayment plan and begin paying my loan. This will allow me to stop accruing any additional interest while also begin qualify payments for the **** program. I graduated in May of 2024.
Business Response
Date: 06/02/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Customer Answer
Date: 06/09/2025
Complaint: 23403984

I have reviewed the business' response and am rejecting it because: I still have not heard from Mohela via any form of communication. I have been checking my email, mail, Mohela portal (online) and phone continuously and has been no contact . I would like it for them to contact me as soon as possible to get my situation rectified.

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.
Initial Complaint
Date:05/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against MOHELA for negligent loan servicing, failure to enroll me in auto pay despite multiple attempts, and improper loan status changes that led to unjust interest charges.I have made at least two documented attempts to enroll in MOHELAs auto pay program. Despite following their procedures and submitting my requests in writing, MOHELA failed to process my enrollment. Instead, my account was NEVER paid via auto pay, it was placed into forbearance without my knowledge or consent, and I was later notified of interest accrual I should not have incurred.MOHELA never contacted me to inform me that my auto pay request was not processed, and they provided no explanation for placing my account in forbearance. This error has caused unnecessary financial damage and may have negatively affected my credit standing.I have attempted to resolve the matter directly with MOHELA without success. I have also filed complaints with the ************************************, the California Attorney General, and the Federal Student Aid ***************. I believe MOHELAs actions may constitute the following: Negligence in loan servicing Breach of contract for failing to honor auto pay enrollment Deceptive or unfair business practices, potentially in violation of consumer protection laws Desired Resolution: A complete explanation of why my auto pay enrollment was not honored Immediate removal of all improperly accrued interest Retroactive correction of my loan status and full enrollment in auto pay A written apology and assurance that this will not affect my credit I am attaching supporting documentation that includes email communications, loan account history, and complaint records.Thank you for reviewing this matter. I look forward to your assistance in resolving this issue.Sincerely,***** ******* acct: **************** EL DORADO CLOVIS, CA ***** ************ ************************
Business Response
Date: 06/02/2025
MOHELA has received this customers inquiry. Please be advised that ********************** will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Financial privacy laws prevent MOHELA from providing your office with borrower-specific information, or any specific information regarding MOHELA's response to the complainant. If, however, your office receives further communication from the complainant regarding this matter, please do not hesitate to contact MOHELA directly.

A Note to Our Customer: ********************** will respond to your concerns directly by sending the letter through your online portal or to the mailing address on file within 5 business days. We appreciate your patience as we research your account.
Initial Complaint
Date:05/30/2025
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.
Will not take payment but charging penalties and late fees. Cannot contact via email, phone or mail to resolve. I have called the customer service line 13 times and been placed on hold every time with increased wait times. Emails come back as failed. 5 formal letters remain unresponded.
Business Response
Date: 05/30/2025
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: 23398379

I have reviewed the business' response and am rejecting it because:
MOHELA said. They would reach out to me in 5 business days. It is 8pm Monday June 9th, 2025 and I have received no letter or phone call.

Sincerely,

****** *********
Customer Answer
Date: 06/09/2025
Amounted they stated I owed, and attempted to pay
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.

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Complaints

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MOHELA is NOT a BBB Accredited Business.