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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.

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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

    • 4,119 total complaints in the last 3 years.
    • 1,404 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:07/23/2025

      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 SAVE loans that came under control of MOHELA due to a PSLF application in 2024. These loans were erroneously considered overdue on an income recertification and almost $30,000 of interest was accrued in violation of the court order/injunction guaranteeing 0% interest forbearance while litigation continues on the SAVE program. I started correspondence with MOHELA August ******* and have not had resolution or ongoing updates despite multiple ********** addition to MOHELA, I have contacted the **** FedAid; my US Congressman; and the Missouri ********** My US congressman and the Missouri AG both substantiate no meaningful updates from MOHELA as of this week, despite months of open inquiry.

      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: 07/29/2025

      Complaint: 23645694

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

      I contacted this business on July 14th, 2025 about this ongoing issue and received an automated reply promising contact within ***** hours. I subsequently sent electronic communications both by email and through internal MOHELA website channels 5 times without reply. I also telephoned them July 21st, 2025 and was promised a call-back from a supervisor within 24 hours.

      I am happy to provide whatever documentation BBB would like to substantiate MOHELA's indolent, dilatory practices. Unlike this government sanctioned organization, I will not hide behind privacy excuses to ignore a legitimate investigation.

      This company apparently has no intention on satisfying their promises to even provide timely communication, let alone resolution.


      Sincerely,

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

      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. 

    • Initial Complaint

      Date:07/23/2025

      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 applied twice for an IDR plan through MOHELA to take my loans out of forbearance and still have not received word about either application. I applied on 12/03/24 and 1/7/2025. I filed a compliant through their website on 06/05/2025 and have not received an answer for that either. I have received the following message from *************** of Education so I need them to respond to one of my applications.Dear *******,In July 2024, a federal court injunction blocked parts of the Saving on a Valuable Education (SAVE) Plan. As a result, your federal student loans were placed in forbearance with a 0% interest rate. Because interest has not accrued, your federal student loan balance (which includes principal and interest) has not grown during your ************** February 2025, a second federal court injunction ended this 0% interest rate. To comply with this injunction, your loan(s) in the SAVE forbearance will begin accruing interest on Aug. 1, ******** won't have to make payments until the courts reach a final decision and the SAVE forbearance ends, but your balance will grow when interest starts accruing on Aug. 1, 2025. When the SAVE forbearance does end, you'll be responsible for making monthly payments that include any accrued interest as well as your principal. If you're working toward loan forgiveness, are enrolled in the SAVE Plan, and want to start making qualifying payments, you must apply to switch to another eligible repayment plan.

      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:07/23/2025

      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.
      I have been trying to contact someone regarding my parent plus loan and just keep getting the run around and handed back and forth and not getting an answer.

      Business Response

      Date: 07/23/2025

      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:07/23/2025

      Type:Service or Repair 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 placed into SAVE forbearance with everyone else last year, and I have been attempting unsuccessfully to move back into loan repayment since January 2025.I submitted an application to change repayment plans in early January and received confirmation that they received my application on 01/06/2025. This application was never processed. I submitted a new application as per their guidance in early June, and received confirmation that they received my application on 06/04/2025. I have spoken to "advanced agents" on the phone on three separate occasions, who told me verbally that my application was approved on 06/06/2025. They have failed to send me any written documentation of this, either electronically or physically. Although I have my bank account linked to their website, they have failed to start auto-drafting the new payment amount. Each time I have spoke with them on the phone, they are unable to explain why there is a processing delay. I have asked when I can expect to receive correspondence, and they have given me multiple dates that have come and gone with no written documentation of new payment amounts or dates. I have been trying to enter repayment to make progress towards public service loan forgiveness, and I suspect they are deliberately obstructing this process.

      Business Response

      Date: 07/23/2025

      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: 07/23/2025

      Complaint: 23641341

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

      My issue has not been resolved and I have not had any additional contact from MOHELA regarding this issue.

      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. 

    • Initial Complaint

      Date:07/23/2025

      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 mohela account showed wrong amount. I paid 76k and it showed $***** and I thought it was towards the balance so i paid it. Now ***** is an extra amount and they will not return the money for 90 days and pay no interest on it. I am a recent graduate who paid 76k. I do not have a job and i need the money back to fill gas and go for interviews. I do not want to wait for 90 days as it seems unfair.

      Business Response

      Date: 07/23/2025

      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: 07/24/2025

      Complaint: 23641288

      I have reviewed the business' response and am rejecting it because:
      They still have my $11461 overpaymetnt and until I get that back this issue is not resolved. If it was $100 or even $1000 I would not complain but $11k is a huge amount. 


      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. 

    • Initial Complaint

      Date:07/23/2025

      Type:Service or Repair 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 repeatedly tried to get into contact to straighten out student loans, including sitting on their phone waiting room thing for hours. I am locked out of my account online - how am I supposed to pay the loans off if the account and phone services are unusable

      Business Response

      Date: 07/23/2025

      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:07/22/2025

      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 submitted a written dispute to MOHELA on June 10, 2025, which was received on June 17, 2025, via Certified Mail. The dispute identified multiple accounts reporting duplicatively and inaccurately under various identifiers (e.g., E0082016092124, E0012014011424, 5753852865FD0****). I also requested correction of conflicting data points such as activity dates, balances, and high credit limits.Despite MOHELAs receipt of my first-round dispute, no adequate reinvestigation or correction has occurred within the required 30-day period, violating its duties under 15 U.S.C. 1681s-2(b). MOHELA has failed to meet its obligations as a furnisher to conduct a reasonable investigation and ensure the completeness and accuracy of the information it provides to credit reporting agencies.

      Business Response

      Date: 07/23/2025

      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:07/22/2025

      Type:Customer Service 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.
      Tuesday July 22, 2025 12:45p.m. The complaint I am currently having, my student loan have been sold to this debt collection Mohela (aka) Missouri. They have been sending me bills in the mail and I have been trying to speak with a LIVE representative but have been unsuccessful. I have tried all the toll free numbers stated on the bill statement along with any number posted on ******. I have also attempted to send a message on their website but was redirected in other areas. I have also reached out to Federal Student Aid to get in contact with them along with filing a complaint but was unsuccessful with that as well. If someone can just provide me a actual number to speak with a LIVE person will highly appreciated.

      Business Response

      Date: 07/23/2025

      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: 07/24/2025

      Better Business Bureau:

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

      ****** *****

    • Initial Complaint

      Date:07/22/2025

      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 attending school at the ************************. While I am in school I was told no interest would be accured with my loans until I was finished with school. I am now receiving bills showing I owe this interest. I have tried to reach out to this company many times only to get the run around. No one can help me they keep blame the university for not sending the information but then they tell me they found it.

      Business Response

      Date: 07/22/2025

      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. 

    • Initial Complaint

      Date:07/22/2025

      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 servicer, MOHELA has been taking money out of my bank account outside of the money they normally take out monthly. These are separate transactions within three days of each other, and all say MOHELA. When calling MOHELA to dispute this, the company states that it is not them taking the money out and that they have no record of these funds being withdrawn. It cannot be traced. There is a number under one of the transactions, and it is a time-share company who states that it is not them withdrawing the money, but they have received many calls from MOHELA customers have called to complain about the same issue.

      Business Response

      Date: 07/22/2025

      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. 

    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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