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

4,028 total complaints in the last 3 years.
1,410 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: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.
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.
I was part of the **** program and Mohela was my loan servicer. I submitted to have my 120 qualifying payments counted in July of 24. I received notification in October of 24 that my payments had been verified and any overpayment would be refunded to me within ****** days. I have emailed multiple times and called to discuss where my refund was or when they could expect it to be dispersed to only get the run around. I was finally told that the payment comes from the ********************** and when I reached out to them they informed me that Mohela had never submitted the refund to them. I called Mohela only to be told that the refund request has just been sitting in the accounting department waiting to be processed. This is well beyond the ****** days. Ive asked to be kept in the loop or to be given a timeframe of when I will receive a refund only to be told that they cant do that. I sit on hold for literal hours waiting for someone to answer my questions or give me updates. Emails are met with vague, unhelpful responses that dont address the questions or concerns I have. My last two emails-one I just sent today-but the other is from the 22nd of May have yet to be answered. Im sure theyre hoping that I give up and let them steal my money.
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: 06/05/2025
Complaint: 23397374

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

I have yet to have anyone from Mohela reach out to me in any capacity. I have made multiple attempts to resolve this issue with Mohela and have yet to receive any meaningful communication from them. I called today, 6/5 and was told that per their records I had been in contact with someone on 6/3-which I have not received any type of communication with anyone from Mohela. I asked what the communication was as Im unaware of how a conversation I didnt have with anyone went. She said that a supervisor has escalated my request through accounting. Ive been told that my refund request has been expedited and requested through accounting for over a month at this point. Im curious as to how this escalation differs from the others? Until I have my check for my refund in hand, this complaint will not be resolved on my end.

Sincerely,

******** ******
Business Response
Date: 06/05/2025
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.
I had a student loan with MOHELA and it was forgiven and I have over paid and have a credit due to me over $1000.00 that I have been calling to retrieve for the past 4 months. I talk to a person and forward me to a voice message that keeps me on hold for hours. I am just trying to retrieve the money that was over paid.
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.
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.
I have tried calling their customer service line and there is NO way to speak to a human. I was put on hold for over 2 hours to eventually be disconnected. I have submitted payments automatically from my banking account via ******* and they have not posted my payment for April 18th. I have put a case into the ***** of Education for their poor customer service and they should be sued do to their criminal actions. This is very bad business and they are robbing our law abiding paying citizens.
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.
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.
I am a federal student loan borrower whose loans are serviced by MOHELA. According to a letter from Federal Student Aid dated February 14, 2025, I was approved for ************** Loan Forgiveness (PSLF), and MOHELA was instructed to apply forgiveness and related refunds within 30 business days. Despite this, the refund remains unapplied, and my balances have not been corrected. On May 13, I spoke with a MOHELA representative named *****, who confirmed a payoff amount of $2,992.97 and assured me the refund would be expedited and that no further interest would accrue. I submitted that payment the same day, and it is marked as Received. However, MOHELA has still not applied the refund to my outstanding balances, and interest continues to accrue daily, inflating the amounts owed despite the fact that Ive already paid in full. My secure message to MOHELA dated May 5 remains unread, and my ombudsman complaint from May 13 has not received the promised response within 15 days. I cannot reach a live agent through the ombudsman office, and I am now waiting on a callback from a MOHELA supervisor. I am requesting immediate correction of my account, application of the refund, reversal of all improperly accrued interest, and a formal confirmation that my account is paid in full.
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: 06/05/2025
Complaint: 23396552

I have reviewed the business' response and am rejecting it because:
I am rejecting this response because MOHELA has not resolved the issue or followed through on their stated commitment. As of June 5, 2025, I have not received any written communication through the MOHELA portal or by mail, and no action has been taken on my account. My loan balances remain incorrect, the refund has still not been applied, and interest continues to accrue dailydespite full payment and forgiveness approval. MOHELA stated they would respond directly within 5 business days of the BBB complaint, which was submitted on May 30. It has now been 4 full business days, and there is no indication of progress or resolution. I am requesting that this complaint remain open until the refund is applied, my account is corrected, and I receive written confirmation that the matter has been resolved.

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: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.
On 12/11/23, I notified MOHELA that they were required to validate a debt , in addition that they were violating FERPA I am writing to formally request the removal of my student loan information from your records, as it pertains to my rights under the Family Educational Rights and Privacy Act (FERPA), 20 U.S.C. 1232g. ***** protects the privacy of student education records and restricts the disclosure of such records without the consent of the student.They are violating my privacy rights . In addition I provided a notice of subrogation. They continue to report on my Credit report this is a direct violation , especially since I opt out . This is causing me great emotional distress.
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.
Initial Complaint
Date:05/29/2025
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.
Kept contacting me about payments made/ then contacted a 3rd party that is not listed on any info and did violated court order. When called and tried to resolve issue kept transferring me and recording me and did not have correct account info making invalid but threating to default on account . Called and then transferred repeatedly over and over then blocked from having info access online with no resolved. Just called at 6:09/6:31/624/6:40 and no resolve Central time which mean eastern time they were still open
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.
Initial Complaint
Date:05/29/2025
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 think this is my last resort to get a response with a corrected resolution.On 4/18/2024, all my student loan accounts with ********************** were forgiven, and I received an overpayment refund on 4/29/2024.5/2024, my credit report indicated that the Mohela account and Fed Loan Servicing accounts were closed. All subsequent credit reports indicated the same ( 7/2024, 9/2024, and 3/2025).I have no clue what has happened since March 2025, but currently, the 5/2025 credit report is now showing Mohela as an open account. I have called Mohela and the automated service states that my account is zero balance with no amount due. The automated service states that to get an update of your account, go to **************. I did, and it displays this account as forgiven as of 4/18/2024 with a zero balance.I requested and received a letter from Mohela dated 5/21/2025 indicating that my accounts are paid in full. Nothing owed. I dont know why there was a change in status on my credit report, but I am asking that Mohela correct this immediately. Remove that open status on my credit report and show the previously closed status for all my accounts. I am also requesting that an updated letter be submitted to me indicating that this was completed and that all my accounts are closed and there is nothing owed. Thank you.
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: 05/30/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. However, if they do not respond to me within the 5-day period stated then I will initiate another complaint for further assistance with this matter.

Sincerely,

******* *****
Initial Complaint
Date:05/29/2025
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.
On 10/23/2024, I was approved for the Rate Reduction program and my interest rate across 4 private loans was capped at 4.75%. I made timely monthly payments that were deducted from my bank account. Prior to my enrollment ending on 4/27/2025, I have contacted MOHELA several times through phone calls and I have been on hold for over 2 hours on numerous occassions without any representative ever answering my calls. It is clear that MOHELA has horrible customer service and it is **** near impossible to speak to a human representative on the phone so that I can re-apply for the Rate Reduction program. I also sent a message through their online portal on 5/21/2025 and requested that a representative from MOHELA contact me at my cellphone number to address my request to re-enroll in the Rate Reduction program. On 5/22/2025, I received a message from ********, a MOHELA representative, in which she stated I needed to call ************ to request enrollment in the Rate Reduction program. I again have call this number countless times and MOHELA fails to staff their calls so that a human being answers the phone and I am not on hold for over 2 hours without ever speaking to one of their representatives. I am requesting to receive a phone call from a manager to process my Rate Reduction request as soon as possible, and I want the late fees removed since I have evidence that I tried calling and sending them a message in their online portal and they intentionally failed to staff their phone lines with human beings who will answer the calls.
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.
Initial Complaint
Date:05/29/2025
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 currently on the **** plan. I submitted an income recertification in March 2025, prior to the deadline of my annual recertification. I subsequently was made aware that all *** recertification deadlines were extended to 2026. Today, I noticed that I was on Administrative Forbearance. I had requested that my income recertification application was canceled, as it does not need to be processed/updated until 2026. This Forbearance was NOT communicated to me via any correspondence. I have sent messages requesting that the income recertification application is not processed and that the administrative forbearance hold is REMOVED as soon as possible. This has gone without change.
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.

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MOHELA is NOT a BBB Accredited Business.