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

3,732 total complaints in the last 3 years.
1,258 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/30/2025
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 received a notification from MOHELA on 1/15/25 that my loans were forgiven under PSLF. The letter stated that the effective date of the forgiveness was 10/31/23 and that I overpaid by $2,300 and was owed that money. I have not received the money or any correspondence from MOHELA since 1/15/25 (well over a year since my loans had been forgiven). I was told the refund would come within 4-6 weeks and it has been over a year and a half.
Business Response
Date: 04/30/2025
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: 04/30/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:04/25/2025
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.
05/2024 I was placed in a SAVE plan for $236/month. October 2024 my payments jumped $1,660. I emailed MOHELA 10/31/24, their reply: A request was submitted to reprocess your IDR. I emailed MOHELA 11/19/24, their reply: to suspend payments, select the option that describes your situation. None did. I emailed MOHELA 11/30/24, no reply. 12/03/24 I called MOHELA, my loans were finally placed in a 60-day processing forbearance. 12/15/24 I emailed MOHELA to let them know of my new job and reduced salary, they replied You may request a recalculation of your IDR plan. 12/30/24 I completed a new IDR application. 01/30/25 my payments were $1,660 again; I emailed MOHELA, no reply. 02/06/25 I called MOHELA, my loans were placed in a 60-day forbearance. 03/23/25 MOHELAs main **** said "Forbearances are automatically being placed for borrowers on the SAVE Plan through 7/31/2025. Borrowers that have a pending IDR application may also be placed on a forbearance until 7/31/2025." I emailed MOHELA, they replied with an unrelated canned response. 04/15/25 I called MOHELA and was told it was an error I wasnt placed on a SAVE forbearance and the correction would be expedited. My payment still says $1,660. I emailed MOHELA 23 times in April 2025 without a response. I called MOHELA 04/23/25 but the option to ask about forbearances, deferments, and IDR is not available. 04/23/25 I filled out an IDR application to update my tax status. My husband and I claim single and withhold at higher single rate so we are filing separately. Because my husbands salary is much higher my IDR payment will be $900 more with his salary factored in. It is disgusting for him to pay $900/month to be married to me, like Im a leased car. I need to be in SAVE forbearance and my IDR processed with my current salary and tax status. MOHELA hasnt remedied these issues and has ceased communication, forcing me into default with inaccurate and impossible payments.
Business Response
Date: 04/28/2025
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.
Customer Answer
Date: 04/28/2025
Complaint: 23250437

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

This is a simple correction on their part that does not require a 5-day waiting period. My federal student aid account (screenshot attached) clearly shows that I should have been in a SAVE deferment along with everyone else. The next due date for payment on my federal student aid account is 08/28/25. However, my MOHELA account still says I owe an inaccurate and impossible $1,659.70, due today 04/28/25. Additionally, twice in the past MOHELA has told me my account would be corrected "within 5 business days," most recently I was told this on 04/15/25 (again, listen to the recording as according to MOHELA all calls are recorded for training purposes) when I was assured my account was approved for expedited correction and would accurately reflect my SAVE forbearance "within 5 business days." We're long past 5 business days and my account is still not corrected.

Sincerely,

**** ************
Business Response
Date: 04/28/2025
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.
Customer Answer
Date: 05/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They have finally corrected my account to accurately reflect that I am not in default. It remains to be seen if they will correctly calculate my IDR.

Sincerely,

**** ************
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 25th, 2025 I called MOHELA at 9:33 am in order to address an ongoing case for completion of PSLF, buyback of deferred time, and incorrect information provided from an original phone call April 16th. After being connected with a support member in training at 10:35 am, I was told I would need to be connected to a specialist and was put BACK ON HOLD at the start of the waiting room. I was offered no call back option. I was told I would be with a representative in one hour and 45 minutes. After 2 hours, at 12:35 pm they disconnected my phone call. MOHELA is mismanaging my student loans and refuses to expedite a case that has been open since November 11th, 2024.
Business Response
Date: 04/28/2025
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.
Customer Answer
Date: 04/28/2025
Better Business Bureau:

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

Sincerely,

********* ****
Initial Complaint
Date:04/22/2025
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 put me on forbearance without notifying me. I have two more payments to make to reach the 120 payments that grants me forgiveness. MOHELAs action is holding me up from making those two payments and delaying my loan forgiveness. I tried to call them I have been on hold for over 5 hours with no answer
Business Response
Date: 04/24/2025
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: 04/25/2025
Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:04/21/2025
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 need to put my loan in forebearance while I wait for my pslf to go through. The first time I called the wait time was 5 hours. I just sat on hold for 2 hours after it said my wait time was 1 hour. I dont have that kind of free time to wait for them to answer l.
Business Response
Date: 04/23/2025
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:04/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today is April 21, 2025. MOHELA is my loan provider and as of this writing, I have spent a total of 7 plus hours on hold. I am trying to get my loans out of forbearance because I have consistently been paying towards ****. The first time today, I was on hold 4 hours and 17 minutes before a representative picked up. This person was clearly working remotely because I could hear all manner of household noise in the background. The real kicker was when the person started coughing and I said Hello, are you okay? I work in an office so being on hold like this is beyond reason. After 10 minutes of household noise and my routine hellos, to let the person know I could hear him/her, I was sent to a survey and the phone was disconnected. I am currently on hold (I called back at 2:48PM) and it is currently 5:49PM ****************. The representative who picked up, only to put me on hold, swore there was no other way for me to be connected to an IDR specialist. My new current hold time is 3 hours and 15 minutes. All I want is to get out of forbearance, have my payments counted and move on with my life. MOHELA is being paid millions of taxpayer, yet the company has consistently operated in deliberate bad faith with taxpayers.
Business Response
Date: 04/23/2025
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: 04/25/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
NOTE: I will wait for their response in my account inbox, however, given previous challenges I will file a new complaint if the response is unsatisfactory

Sincerely,

****** *******
Initial Complaint
Date:04/21/2025
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 on the RE-Paye student loan program it was currently paused due to a court injunction but during this time payments are supposed to be on hold. Well Mohela didnt get the memo and is continuing to charge me during this time of forbearance.
Business Response
Date: 04/23/2025
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:04/21/2025
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 April 15th I received a notice form the credit bureau that my score dropped 180 points due to a delinquent account. I was on unemployment for several months prior to this reporting and had a deferment on my account until I was financially able to start re-payments. I have worked so hard to save my credit and rebuild it so I would be able to make these payments and be in good standing. I have made phone calls everyday for a week and unable to get a live person to speak too. the wait times are over 2 hours and the one time I was able to connect with someone the call immediately disconnected. Since then I cant not seem to get a live person or even get in the que to wait or receive a call back. there aren't any other options over the phone and no email address that I can find. I work full time and its becoming an issue spending so much time trying resolving this washout getting anywhere. I am happy to set up a payment plan moving forward, however I was financially un able to make payments prior, therefore , I NEED my credit score restored back to 723 as it was. If possible I would like to move my loans to a different loan provider. Please help! Thank you
Business Response
Date: 04/23/2025
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:04/21/2025
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 submitting a good will / dispute towards MOHELA who has completely ruined my credit. I was not notified of this Loan from 2019 needing to be paid **** until they sent in a delinquency notice to credit bureaus. Never received a letter stating I was 90 days past due when I had not even began to make a payment. I am asking for forgiveness or help as my credit significantly dropped over what they submitted. I tried contacting MOHELA if there was anything I can do or if i could pay this entirely off and the lady was very rude in handling the situatin.
Business Response
Date: 04/23/2025
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:04/21/2025
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 loan was dismissed due to a disability around January 2025 and there is a refund due to me. I have called MOHELA several times about the refund of around $1,300 that I should be refunded and have been told they cannot give me data on my account and then transfer me to a supervisor and the wait time is over seven hours. I have not received a call back nor reply to my email regarding my refund.
Business Response
Date: 04/23/2025
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: 04/23/2025
Better Business Bureau:

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

Sincerely,

**** ******

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MOHELA is NOT a BBB Accredited Business.