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

4,119 total complaints in the last 3 years.
1,404 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:07/30/2025
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.
Im having problems with my student loan forms and cant get a person on the phone to talk to.
Business Response
Date: 07/31/2025
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: 08/01/2025
Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:07/29/2025
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.
Had my students loans forgiven for PSLF on 11/1/2024. Was due a refund from MOHELA for overpayments. Have contacted them multiple times to find out when I would be getting my refund and continuously have been told ****** business days from forgiveness. Are well past that timeline and still no refund and can't speak to a person on the phone as its a multi-hour wait or it hangs up and emails are generic reply.
Business Response
Date: 07/30/2025
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: 07/31/2025
Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:07/28/2025
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.
Student loans placed in forbearance at 0% interest with MOHELA as of 6/3/2024. Interest has been accruing during this time, in the amount of $1,227.71. I have contacted MOHELA multiple times and they have not responded to complaints made through *** and CFPB. My account shows *********, but needs to be returned to 43,683.41.MOHELA has told me the interest should not be there, however it remains. In other conversations, they say it is the job of ***. This is untrue. Their call wait times are hours at a time and cannot get through to a representative. I have shown them documentation that displays the increase, and no change.
Business Response
Date: 07/29/2025
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.
Customer Answer
Date: 07/29/2025
Complaint: 23665548

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

The issue has not yet been resolved. While I appreciate that Mohela has acknowledged my complaint, $1,227.71 in interest was wrongfully accrued on my student loans during a 0% interest forbearance period. I have documentation showing this, and I submitted complaints to Mohela, FSA, CFPB, and your office to have this corrected.
As of now, a request has been submitted internally by Mohela to reverse the interest, but I was informed it can take up to 10 business days to go through their accounting department. Until the interest is removed from my account, this case remains unresolved.
I will consider closing this complaint once the inaccurate interest has been fully removed and my balance reflects the correct amount.

Sincerely,

Carly Re
Business Response
Date: 07/29/2025
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:07/27/2025
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, my federal student loan servicer, has persistently failed to address the following:1.An unexplained and improper $27,000 increase to my federal student loan balance between October 2024 and June 2025, despite being under a 0.0% interest forbearance per the Department of Educations SAVE Plan.2.Repeated false delinquency claimssent three timesstating my loans were delinquent before either a payment was made or a deferment/forbearance option was placed, even though their own records and my payment history prove otherwise.3.The impending compounding of interest starting August 1, 2025, on the disputed $27,000 balanceeffectively penalizing me for MOHELAs error while causing further damage to my financial standing.Details of the $27,000 Balance Increase:My July 11, 2024 billing statement from MOHELA clearly shows a loan balance $27,000 less than the current balancewith no late or missed payments.Between October 2024 and June 2025, my balance ballooned upward by more than $27,000, despite:oNo new disbursements.oNo interest accrual under the SAVE Plan.oNo missed payments.I have repeatedly requested an itemized transaction history and individualized explanation for this increase, and MOHELA has failed to provide either.False Delinquency Notices:MOHELA has now issued three identical false delinquency letters.Their claim that I was delinquent before a payment or forbearance was applied contradicts:oFull payment compliance prior to COVID-era relief.oAdvance enrollment in the SAVE Plan.They have offered no documentation to support their repeated accusations.Urgent Time Sensitivity Interest Resumes August 1, 2025:Despite my good-faith efforts to resolve this before interest resumes, MOHELAs inaction means interest will soon compound on a disputed balancefurther inflating my debt and skewing future repayment calculations.If they reply here falsely saying they addressed any of this it becomes further evidence of fraud.
Business Response
Date: 07/28/2025
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: 07/29/2025
Complaint: 23661120

I have reviewed the business' response and am rejecting it because:
You replied to my Better Business Bureau complaint stating that you would send me a letter within 5 business days. Since you have not meaningfully responded to any of my ************************************ complaints since June 3, 2025, I do not anticipate your letter will provide a satisfactory resolution to my complaint, and would not be surprised if the letter were simply a fourth identical copy of your previous letters falsely accusing me of being in default on my student loan payments. I cannot close this case until I see meaningful action.

Sincerely,

***** *******
Business Response
Date: 07/29/2025
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:07/27/2025
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 received a letter from MOHELA dated November ******* indicating that a refund for student loans in the amount of $96,621.51 had been received from the schools for which I had applied for loan discharge. At that time, my loans were in total of $106k between the parent plus loans from the Art ******** of ********************* and my student loans through *********************** in addition to accrued interest. I have been requesting my account to be updated to reflect the correct balance since April14,2025 and they have not honored that request. Despite multiple phone calls to MOHELA resulting in hours on hold, a formal complaint filed on May ****** through the Department of Education, and empty promises from MOHELA that they would in fact update my account AND report the update to the credit agencies, they have not. My most recent phone call was placed Friday July *******. I was told that according to their records, my payoff amount is $26,427.56. I requested a letter reflecting this information and for my account with ********************** to be updated as well. Instead, I received a letter via email stating they were fulfilling my request for a payoff calculation letter and the amount listed on says that I owe over $120k instead of the actual amount of $26,427.56. I need help to get the issue resolved as it is preventing me and my family from being approved for a home loan. I have been calling and asking them to fix this since April, now I need your help to get this resolved.Respectfully,****** J *****
Business Response
Date: 07/28/2025
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: 07/28/2025
Complaint: 23660756

I have reviewed the business' response and am rejecting it because: MOHELA already made this offer and told me the letter would reflect the current and accurate balance. Instead, I received a letter that showed an incorrect balance. In order to resolve this issue I need the following from MOHELA;
1) I need them to report the correct current balance of $25k instead of $120k to the major credit agencies
2) I need a letter to provide to lending agencies that reflects the $25k balance and not $120k
3) I need my MOHELA account to be updated to show the current and accurate balance of $25k & not $120k.

Sincerely,

****** *****
Business Response
Date: 07/29/2025
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:07/24/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 made numerous calls to MOHELA and have been on hold for hours at a time without reaching an actual person. I have also sent quite a few email requests through my customer portal, as well as through their contact page, without a response. I have several student loans through this servicing agent, and one of them has a discrepancy. I would like to have this remedied as well as clarify some information about it, but I am unable to reach a person to do so. Meanwhile, I am receiving automated emails stating that the loan is coming out of forbearance soon. Before it does, I would like to fix the issues with the discrepancies, so that I am paying the correct amount and not being overcharged.
Business Response
Date: 07/25/2025
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: 07/31/2025
Complaint: 23651180

I have reviewed the business' response and am currently rejecting it because the company has not made an effort to contact me as stated. I wanted to provide my update in advance, before my BBB time limit. If they do reach out to me by tomorrow, Friday August 1, 2025, I will be sure to update my complaint on this portal; however, as it stands, I have not heard back as promised. Thank you.

Sincerely,

***** **********
Business Response
Date: 08/04/2025
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.

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: 08/04/2025
Complaint: 23651180

I have reviewed the business' response and am rejecting it because: The business has sent a similar generic response over a week ago. It has been more than five business days since the company said they would contact me. I have checked my mail, phone log, email, and account portal for a correspondence from Mohela and have yet to receive a response back regarding my concerns.

Sincerely,

***** **********
Initial Complaint
Date:07/24/2025
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.
Cant talk to ANYONE! Want to ask me to file for repayment plan- I do. They say wait until you hear from us. I hear from them 3 months later with a late payment fee of $600 and $2000 payment due?! Tried calling and there is NO WAY to get in touch with anyone. Hello *****- have you tried calling? Crooked crooked .
Business Response
Date: 07/24/2025
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.
Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
UnresolvedMore 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 attempting to complete progress towards federal student loan forgiveness. I have a federal loan with Mohela. I was on the SAVE plan, I applied for *** in order to continue making progress towards PSLF at the end of March 2025. That application sat unprocessed until I reapplied in mid July 2025. The July application was processed 7/18 and I was provided a letter with my amount due for August 15. However my loans are still in forbearance. When I contacted them they said I had to request the forbearance to be lifted, and it would take up to 120 business days to process. I cannot make progress towards loan forgiveness while on forbearance. In my experience getting forbearance placed can be completed in the span of a phone call. Yet Mohela's **** say forbearance can't be taken off in a phone call, even though the amount they want me to pay is already determined. What is there to process? 120 days is way beyond reasonable just so that I can make progress again. I requested escalation and for a supervisor to call me, which no one has yet. Mohela's processing times are a disservice, their communication is poor (they did not notify me I should reapply for IBR for quicker processing), and their training seems more recently to just make their **** ****** reading off a script.
Business Response
Date: 07/24/2025
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: 07/28/2025
Complaint: 23647920

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

The response Mohela provided regarding my complaint was "An escalated request has been made to remove the forbearance from your account, placing it in repayment under the Income Based Repayment (IBR) plan disclosed on July 17, 2025. If approved, you will receive correspondence detailing your repayment plan." There is no given reason why removing a forbearance should take any time beyond a phone call, which is what it takes to place a requested forbearance, I have been able to do that in the past. There is also no response to my complaint that a monthly payment amount and plan has already been provided by Mohela under *** for me, so the only work that needs to be done is to lift forbearance. There has at time of this writing been no resolution to my complaint as my account is not in repayment. The only satisfactory answer is to remove forbearance immediately so I am able to make progress towards PSLF. My account now is under *** so any commentary about SAVE is irrelevant.

Sincerely,

***** *******
Business Response
Date: 07/29/2025
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.
Customer Answer
Date: 07/30/2025
Complaint: 23647920

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

My account is still in forbearance, so the issue has not been resolved. You can place a forbearance in a phone call. You should be able to end a forbearance in a phone call.

Sincerely,

***** *******
Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
UnresolvedMore 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.
Concern regarding accuracy of PSLF qualifying payment ********** *** apps to be processed (3 sub since 12/24). MOHELA received most recent *** application on 6/13/25. My updated ECF was submitted 6/26/2025, & confirms I remain employed full-time with a qualifying public service employer. Reviewed my PSLF qualifying payments, I noticed that 3/2025 was not credited toward PSLF (Feb 25 has been cred)- my app being confirmed as received & pending noting I would get credit per letter. DoED letter *** app is pending processing should count toward 2 PSLF months if takes more than ********************************* since 12/24. I mth credit given then taken away despite me qualifying for it. Both sup I talked to said I should 2 mths for the time from ***** to present my apps sitting not processed.Mod Timeline of *** App Issues:12/2024: submitted *** application: later canceled without clear explanation.February 2025: I reapplied and was told I would receive two months of *** processing credit. I initially received one month, which was then removed without justification.4/2025: MOHELA supervisor submitted a request to reinstate the two processing months, but I did not receive confirmation or results.6/4/25: MOHELA stated: *** apps prior to 4/25 must reapply. New app received by MOHELA on6/13/25. 7/9/25: I spoke to MOHELA supervisor, who: Confirmed that my refund held since December 2024 would be released within 510 business days (payment made during forbearance). Re-subd 4/25 supervisor request to add 2 processing cred months, reiterating I should receive full credit for that period. Both supervisors, in April and July 2025, stated I would be granted two months of PSLF credit for the *** processing delay. To date, this has not been reflected in my PSLF payment count nor are any of my apps being processed. Adding all sup doc I have sent to **************************** related to this. Reaching mohela is nearly impossible with **** that are not able to help and sup are rare to get.
Business Response
Date: 07/24/2025
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: 07/25/2025
Complaint: 23647497

I have reviewed the business' response and am rejecting it because: I continue to make several calls, trying to talk to supervisors and I'm disconnected every time. I have been told multiple occasions that Mohela will respond and they send a general written response that is not specific to my account. This is historically Mohela's issue where they send general forms versus case specific things. This is unacceptable for me to receive another General form that does not follow up on the very specific the records of my case from speaking to a supervisor in April 2025 and in July 2025.

Sincerely,

******** *********
Business Response
Date: 07/25/2025
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: 07/25/2025
Complaint: 23647497

I have reviewed the business' response and am rejecting it because: I decline the resolution offered by MOHELA.

Their process for addressing issues is consistently ineffective. When a supervisor is supposed to call back, it usually goes straight to voicemail without the phone ringing. This has happened multiple times and is not unique to me.

When I call back, I often spend hours on hold just to reach an advanced representative. Most recently, I was told a supervisor was being contacted and that I would be connected. Instead, I was sent to the same voicemail, resulting in another unproductive callback.

MOHELA continues to rely on generic letters and failed callbacks. This does not provide a way to speak with someone who can actually resolve the issue.

Given this ongoing pattern, I cannot accept their proposed resolution.

Sincerely,

******** *********
Business Response
Date: 07/29/2025
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.
Customer Answer
Date: 07/29/2025
Complaint: 23647497

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

I do not accept this resolution. This is a clear example of a recurring issue where I continue receiving generic, copy-and-paste responses each time I reject the proposed resolution.

I was left a voicemail stating that I couldnt be reached, yet when I return the call, I spend hours on hold without ever being connected to a supervisordespite being told I would be. I have called back five times this week with either getting disconnected, not being connected to advanced **** and told I was being connected to a supervisor only to be sent to a general voicemail which results in the cyclical pattern. There's no ability to actually talk to somebody to resolve these issues. Ive already uploaded the original documentation outlining exactly what needs to be resolved.

To be clear, I am requesting the following:

A refund for the payment made in June 2024, which I was told has been processing since December 2024
The two months of forbearance that I was previously granted (one of which has since been removed)
Proper processing of my new IDR plan

There are notes on my account from my last call with a supervisor confirming these details. Per that conversation, everything should already be documented.

I will not accept a generic call, a standard email, or being unable to speak with someone when I call back. This is not resolutionits performative customer service. I expect a personalized, thorough review and actual follow-through on the issues Ive repeatedly brought up.

Sincerely,

******** *********
Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
UnresolvedMore 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 the co-signer for ****** ******* and mohela takes out payments electronic every month. They were paid in May, June and July so I am not 60 days delinquent. We have paid every mo th for the last 3 years. My credit score was decreased incorrectly.
Business Response
Date: 07/24/2025
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.
Business Response
Date: 07/24/2025
MOHELA cannot verify or dispute the facts in the complaint as the information provided is not sufficient to locate an account.
Customer Answer
Date: 07/27/2025
This letter stated they would report delinquency after Aug 4 2025 but they reported a miss/late payment in mid July
Also, when speaking to customer service they advised us we were ok because payments were already taking out. There was never a missed month. They were paid every month and the payments are still being taking out
They should not have reported this to experian because we were never late.
Business Response
Date: 07/28/2025
MOHELA cannot verify or dispute the facts in the complaint as the information provided is not sufficient to locate an account.
Customer Answer
Date: 07/29/2025
Complaint: 23640313

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

Mohela isn't giving a reason for their actions. If they can't confirm my information, how can they dispute it. Please review loan#****************
I am asking to have a negative score removed from experian because we have never missed a payment. All documents proven payments were prev. Attacked

Sincerely,

***** *****

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