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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

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.

    Please enter a valid location.

    • 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

    • 4,237 total complaints in the last 3 years.
    • 1,433 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/25/2025

      Type:Service or Repair 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 has indicaed that I owe over 200K in student loans. My loans have been forgiven through the US **** of Education through their student loan forgiveness program, as noted on Mohela's site under ************** Loan Forgiveness. I can attach screenshots of my loan forgiveness. This is preventing me from securing a time sensitive loan and lowering my credit score.

      Business Response

      Date: 09/26/2025

      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: 09/27/2025

      Better Business Bureau:

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

      ******* *******

    • Initial Complaint

      Date:09/18/2025

      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 made every payment on my account, ********************** said they did not get the may payment I called uploaded information spoke with them and still no credit for that payment. I have a bank statement that it was paid, I went ahead and paid it again, and then I get a notification that I was 90 days late and it plummeted my credit score and I am trying to buy a home!!! I have uploaded my bank statement to them once again!!! I want that taken off my credit report and credited to my account!!!

      Business Response

      Date: 09/19/2025

      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:09/18/2025

      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.
      My student loan was forgiven on 11/1/2024 with an overpayment of $3164.85, account number ************. It is now 9/18/2025 and I still have not been refunded my overpayment. On 11/1/2024 I received notice from Mohela that my student loans were forgiven with an overpayment of 3471. On 11/2/2024, Mohela processed a payment from my account for $243.45 bringing the overpayment amount to $3714.45. On 3/10/25 I called Mohela to inquire about the refund. I was told that the account was still in repayment status and needs to be flipped to paid in full. Once completed a refund of $3714.45 should be received within 90 days. On 4/30/25 I noticed the account still showed in repayment status, so I called Mohela and was advised that the flip request did not process. The account was sent to escalations for review. On 5/6/25 I received a call from *** (Supervisor) for an account review. The account still showed in repayment status, but the overpayment amount had been reduced by $549 from $3714.45 to $3164.85,. The account was escalated to upper management to show paid in full. On 5/16/25, the account was changed to paid in full with comment Refund $3164.85. Three months later, I called Mohela on 8/25/25 to inquire about the refund and was advised it was sent to the **** Treasury who issues the refund. I called the **** Treasury after talking to Mohela. The ************* advised they have not received anything from Mohela and requested that I obtain a confirmation number from Mohela. I called Mohela on 9/2/25 to advise Treasurys response. I was advised by Mohela it is in the Treasurys hand now. I asked for a conformation number to provide to the Treasury that it was sent. Mohela advised they do not receive any confirmation from the Treasury to show the file was received. Im reaching out to the BBB with hopes of getting my $3164.85 back from Mohela. I have spent many hours on the phone with Mohela over the last 6 months, still without the $3164.85 owed back to me.

      Business Response

      Date: 09/19/2025

      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:09/17/2025

      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 has refused to communicate with me in writing via email, despite months of documented requests. Their agents (including *. **** and *. ******) repeatedly state they will not work through email, even though my employment and medical circumstances make phone communication unreasonable.This refusal violates the *** (42 U.S.C. *****), which requires reasonable communication accommodations, and the ***** (15 U.S.C. 1692c), which protects a consumers right to control the method of communication. Federal loan servicers are also required to engage with borrowers in good faith and provide fair access to repayment ********** May 2025, I established a repayment plan with MOHELA by phone, and I have made consistent monthly payments of $288 since. Despite this, they have failed to honor the arrangement, refused to clarify how payments were applied, and continue sending collection threats, including default notices.I request the following:1. Immediate correction of my credit report to show I am not in default, since I have made all agreed payments.2. Written confirmation of how my payments since May 2025 have been applied.3. Establishment of a repayment arrangement in writing, via email, as a reasonable accommodation.4. Assurance that all future communications be conducted in writing.MOHELAs refusal has put my credit at risk and created barriers to managing my account responsibly.

      Business Response

      Date: 09/19/2025

      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: 09/20/2025

      Complaint: 23900240

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

      They are still telling me by email that they can't communicate with me and written form because there are various options that the lender has that requires discussion by phone. However, in previous years we have contacted them by phone and the offers are always the same. I don't understand why reasonable accommodation cannot be made due to my current health situation and because I am a security officer at my company, I am unable to make calls during working hours. By the time I am a good able to make a call, their offices are closed.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:09/17/2025

      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 has contacted me and informed me that I had missed a payment of $271.13 for a payment that was due by 9/11/2025. This was part of my deferment process due to financial hardship. However, I had re-enrolled in college as a full time student and had borrowed federal loans around mid August 2025. I was also contacted that my payment schedule changed and that when I had last checked of late August with ***, my next payment was due October 11th, 2025. So how is it that my payment schedule changed to two months later when I had last checked, but then said I missed a payment when the payment scheduled changed once I had borrowed the federal loans. I should not be paying any loans due to me re-enrolling in college full time. The federal loans should be in deferment.

      Business Response

      Date: 09/19/2025

      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:09/17/2025

      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.
      My job has helped me to pay on my student jobs - $4,000 and $4,200 which comes to $8,200.00. Instead of payment they cancellation and it looks like I didn&#**;t make the payment. I have been trying to contact them for 3 months to get his corrected.I would like for them to contact me to get a receipt of these payments - $4,000.00 and $4,200.00 applied to my account.

      Business Response

      Date: 09/18/2025

      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: 09/29/2025

      Hello,

      I was surprise to hear that my complaint has been closed and earmarked as resolved while it has not been resolved. At least you should have asked me for the status before closing the case. I have not heard anything from ****** as at now. Does this means you cannot do nothing about it? Please let me know in order to decide the next action to take.

      Thank you.

    • Initial Complaint

      Date:09/17/2025

      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.
      My student loans were discharged effective 11/30/23 $6,296.38 and 12/31/23 $515.58; totaling $6,811.96. I received forgiveness through the Public Loan forgiveness program effective 11/1/24. I was advised it would take between ****** business days for a refund to be issued. I've contacted Mohela a few times with the same generic response via email and phone calls. Requesting a refund for overpayment to the student loans that were forgiven.

      Business Response

      Date: 09/18/2025

      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: 09/19/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and will be satisfied with this resolution once they have followed through with their response via MOHELA internal messaging system. 

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:09/17/2025

      Type:Billing Issues
      Status:
      Unresolved
      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 the Department of Education on January 17, 2025, stating that my loans were to be discharged due to my borrower's defense for attending ******************. This is the only college I have ever attended My loans have not been discharged, and I am unable to contact anyone by phone. The phone menu circles and circles, and I can never reach a live agent, or I get disconnected Interest on the loans is increasing. I would like these 2 consolidated loans removed from my account and credit report

      Business Response

      Date: 09/18/2025

      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: 09/19/2025

      Complaint: 23897397

      I have reviewed the business' response and am rejecting it because: the online portal does not work either.  Several times I tried to send the documentation letter from January 17, 2025, showing the borrowers defense discharge  When the document wouldnt go through, I tried to send an email through the actual portal without any attachments and that did not go through as well  The only time I was able to speak to a live agent, the live agent stated they knew nothing about the discharge and referred me back to student ******* when speaking with a live agent from student ******* they sent me back to my servicer and stated that they Had notified all servicers of the discharge.  
      I would like this account with the two consolidated loans showing paid In full And my credit report to be updated. 



      Sincerely,

      ****** ******

      Business Response

      Date: 09/22/2025

      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: 09/26/2025

      Complaint: 23897397

      I have reviewed the business' response and am rejecting it because:
      Tomorrow will mark the 10th day that this complaint has been opened and I have yet to receive any email or response through a portal or Phone call from MOHELA 
      I have tracked my student portal daily, and there has been no movement  it does not even show any indication that they are reviewing the consolidated loans from ****************** that I have on my account.  
      As I stated in previous responses, ****************** is the only college I had attended during the affected time periods that borrowers defense was activated and approved  

      it has been nine months since I received the letter for discharge, and there has been no acknowledgment from MOHELA   



      Sincerely,

      ****** ******

    • Initial Complaint

      Date:09/16/2025

      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 continues to show a balance on my student loan account and will not change it.The account was paid off in 2024 yet theystill havent corrected this and it shows up on my credit report as a balance. and not paid in full.

      Business Response

      Date: 09/19/2025

      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:09/16/2025

      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 received a discharge in January for my school loans to ****************** and I spoke to Mohela on many occasions and they were not attempting to help me. I would like this cleared from my credit report.

      Business Response

      Date: 09/18/2025

      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.

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