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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.
    • 1,408 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/28/2025

      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 am disputing an invalid account reported by ********************** on my credit report. This account is inaccurate, unverified and violates the Fair Credit Reporting Act (FCRA). Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.

      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. 

    • Initial Complaint

      Date:05/28/2025

      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.
      On 3/13/2025, I made my monthly payment towards my student loans to MOHELA, as it's my loan servicer. MOHELA, as my loan servicer, is supposed to post the payment I made to all of my loans and accounts to the ************** website. I am currently enrolled in ****, and when I certified my payments and employer, one of the loans was missing a payment in March 2025. I am not sure how or why this happened. I am trying to call multiple times to get this corrected. I already spoke to **************, and they advised me to speak to MOHELA to address this problem. MOHELA, as the loan servicer, is supposed to post the payment I made to all of my accounts. There is one account/loan missing that was not reported by MOHELA that I made the payment to, and wasn't posted. That is for loan 1-08 Direct Grad PLUS. I am attaching the communication from ************** as well as the proof that I made the payment to MOHELA on 3/13/2025.

      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. 

    • Initial Complaint

      Date:05/28/2025

      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 our student loan (previously was Navient). We are applying for a mortgage and have been on hold for a month. In 2023, we were in conflict with Navient about payments on the loan. We have paid consistently now for 2 years. Our credit report shows a dispute on our part with Navient/Mohela. We have disputed all 3 credit bureaus to have a statement added that the dispute has been resolved since we have made the payments for 2 years. We are in danger of not getting our mortgage because of this. June 10 is the mortgage deadline. The credit bureaus have told us they cannot remove or add anything, that it has to come from Mohela. We have called several times and we're told it has to be done by mail. This has gone on for a month. We do not even remember making a dispute with Navient/Mohela to begin with. I did send a letter to Mohela last week asking again to have "dispute resolved" added to our credit bureaus reports but have heard nothing yet. Letter was sent to Mohela ************* Management in ******************, **. **************** refused to give me a phone number for them. Please help if you can. I am beyond frustrated.

      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.

      Customer Answer

      Date: 06/09/2025

      After this complaint, the company reached out to me with a successful resolution.

      Customer Answer

      Date: 06/10/2025

      This dispute has been resolved satisfactorily.

    • Initial Complaint

      Date:05/28/2025

      Type:Customer Service 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.
      They will not answer and their website will not allow me to submit payment.Everytime I try to make a payment plan, the website kicks me out and says its not possible.They blow my phone up 5-10 times a week. When I answer and try to do it over the phone I sit for 3 hours on hold. Just for them to tell me to go into the website where I cannot complete this ********** credit continues to get ruined because I cannot start paying these loans but yet they dont seem to give a s*** about helping me.

      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. 

    • Initial Complaint

      Date:05/28/2025

      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.
      Good afternoon,My student loans have recently been aquired by Mohela from my previous provider, *******. I have been under a rate reduction program since my time at Navient, which continued under Mohela. The rate reduction program used to require a renegotiation every year, but was recently changed to every 6 months--this is already an obvious effort at increasing the likelihood that customers miss a call and have to pay late payments, and makes it more arduous for customers to continue to receive their much needed rate reduction plans. I'm due to renegotiatie my loans at the moment, so I called last Wednesday, May 14th. I remained on hold for 2 hours and 33 minutes before I finally had to give up to make a doctor's appointment. I called again today, May 28th, and remained on hold for an hour and 6 minutes before I again had to forfeit my wait for a meeting. Wednesdays are the only day off that I have during regular office hours, and taking time off of my regular job to make these calls would directly cost me money by stepping aside from my work. I don't know how anybody can afford to take over two hours away from their job to be on hold with no end in sight, and it is obviously absurd that anybody who requires a rate reduction plan take time off of ******* seems clear to me that Mohela makes it as difficult as possible to access its rate reduction plans in an effort to have their customers give up and try to make regular payments a priority just to avoid late fees that they do not deserve to pay. Mohela should forfeit any late fees it charges from customers who attempt to make contact with their organization, and should hire additional staff to assist the customers who need it most. If they are incapable of receiving phone calls in under an hour, they are incapable of handling loans. The email response I received is offensively unhelpful, simply affirming that calling is the only option, even though it is hardly an option at all. Thank you for your time.

      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.

    • Initial Complaint

      Date:05/27/2025

      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 was reviewing my credit report and I notice that i have a inaccurate item on my report for MOHELA, acct#******, it shows an amount of $3522.00 on the date of Sept.26;2011 and this information is inaccurate. This is not my student loan. I never applied for a student with this company. I never gave them permission to access my credit report and I do not have a financial obligation to this company.

      Business Response

      Date: 05/28/2025

      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:05/27/2025

      Type:Product 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.
      The conflict with MOHELA began on 12/10/24 when a payment was processed via autopay on account in the amount of $288.43, despite my account being in forbearance while my income driven repayment plan application was processing. I called MOHELA on 12/11/24 and requested a refund. The refund request was initiated on 12/11/24. I was told the refund could take up to 90 business days to receive. On 2/12/25, another payment in the amount of $290.29 was processed via autopay despite my account being in forbearance. It has been 120 business days since this refund request was initiated (12/11/25). I was told the refund could take up to 90 business days to receive. I have called 3 times since the 90 day **** (4/28/25, 4/30/25, & 5/5/25) to address this situation, speaking with advanced agents and supervisors to attempt to rectify this situation. The refund request has been "escalated" at least twice with no resolution. Collectively across the 3 phones calls, I have spent over 7 hours on the phone including my hold times. On my most recent call on 5/5/25, I was told I should receive the refund "in the next few days". On 5/14/25, I sent a secure message to MOHELA requesting an update on my refund and have not received a response. *************************

      Business Response

      Date: 05/28/2025

      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:05/27/2025

      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.
      4/20/2025 MOHELA ******************************************** Subject: Dispute of Transferred Student Loan *** Discharge Status To Whom It May Concern,I am writing to formally dispute the transfer of my student loan account to **********************. This loan was previously serviced by ******* and, as per my records and the Total and Permanent Disability (***) Discharge process, should have been fully discharged.I was granted a discharge due to Total and Permanent Disability and received confirmation that all eligible loans under Navients servicing had been discharged accordingly. I am deeply concerned that despite this, the loan has now been transferred to MOHELA and is being reported as active.Please consider this letter a formal request to review and correct this matter. I am requesting that MOHELA:Cease all collection or reporting activity on this account while the dispute is under review.****** the discharge status of the loan with the *************** of Education and/or the *** Discharge Servicer (currently Nelnet).Provide written confirmation of the loans discharge or a detailed explanation of why the account was transferred if it was believed to still be valid.Update all relevant records to reflect the proper status of the loan.Enclosed you will find copies of any documentation I have regarding my *** discharge, including the approval letter and any communication from Navient or ******. If further information or forms are needed from my end to assist in resolving this matter, please let me know promptly.I appreciate your attention to this matter and expect a resolution in accordance with federal regulations governing *** discharges.Sincerely,***** ******** Account Loan Number #****************

      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.

    • Initial Complaint

      Date:05/27/2025

      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 is currently serving my Federal Student Loans. Due to a Federal forbearance, my student loan repayments have been paused, and no interest should be accruing on my loans. I have continued to make payments on my Federal Student Loans to reduce my debt; however, the loan amount does not reflect the payments I have made to Mohela. Last student loan statement from Mohela dated October 10/17/2024, I had a balance of $76,776.55 and my current balance as of May 27, 2025, is $$75,591.32. I have made approximately $3,022.50 in payments towards my loans between November 18, 2024 and April 28, 2025. Mohela has reported, as of April 30, 2025 to Credit Karma a balance of $75,237 in student loan balance. I would like my Federal Student Loan balance to be adjusted to reflect the payments I have made and remove any fees/interest they continue to add while my Federal Student Loans have been placed on forbearance.

      Business Response

      Date: 05/28/2025

      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:05/27/2025

      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 late payments from MOHELA/DOFED on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.

      Business Response

      Date: 05/27/2025

      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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