Business Profile

Loans

MOHELA

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,234 total complaints in the last 3 years.
1,434 complaints closed in the last 12 months.

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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:09/16/2025
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 have been trying to get in touch with Mohela regarding my student loan account, and it has been impossible to do so. As a result of this my account is being reported on my credit report as delinquent. Each time I attempt to log in to my account I get the same error message, which states We're sorry.We can't find your account.This may be because the transfer of the servicing of your student loan to Mohela is currently in process and has not yet been completed. I have emailed every Mohela email address I can find, the last message I sent was on 9/5, the one before that was 8/21, as well others in July. Moreover, I have called ***************** to get this issue fixed, but theres no option through their phone system which can provide relief. When you call for an account access issue, you are prompted to press number 5. Upon doing so you are met with yet another, automated message directing you to go to the site to register or unlock your account. As noted above, I continue to receive the same message. In sum, my credit is being damaged because Mohela uses a system that is not letting me access it , while simultaneously providing no meaningful way to remedy the issue, via email or phone. The notion that my credit score is taking a hit for an account that the servicer says they cant find, and that I cant access is insanity.
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.
Initial Complaint
Date:09/16/2025
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 attended ****************** and like many other students am now going through the borrower defense program awaiting a return on our student loans. I receive the letter back in January 2025 that my loans would be reimbursed and ever since, I cannot get ahold of Mohela to inquire why I am still showing a balance. I have filed a complaint with MOHELA and Student Aid to no avail. Like many others, I am awaiting in the abyss for some sort of answer or guidance on reimbursement. I have attached the letter that I received. Thank you for your assistance!
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.
Initial Complaint
Date:09/16/2025
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.
In January I was notified by the Department of Education that loans I had taken out through ****************** would be discharged. Since I have contacted mohela, and **** of education numerous times. I am still accruing interest on these loans, I am making my monthly payments. MOHELA wont give an answer as to why its taking them so long to discharge the loans. Nor will they change the status per **** of education advised.
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 am satisfied with this resolution.

Sincerely,

******* *****
Initial Complaint
Date:09/16/2025
Type:Product 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 have been waiting on a refund from MOHELA since April of 2023. I estimate the refund to be $5,363.21 I have called MOHELA countless times, and their ***resentatives all say the same thing. That they have to escalate my case as there is nothing that they can do. I called on May 20th, 2025, and they stated that my refund check should be mailed by July. It never came. I called on July 28th, 2025, and spoke to another ***resentative named **** who told me that there was nothing they can do, and they are not sure why it is taking so long to get a refund. I also filed a complaint on July 28th on the student aid website for MOHELA and have not heard back, it has been 50 days since I sent that complaint. On September 16th, 2025, I called and spoke to a higher-level customer service *** named ******* and she stated that the accounting department is responsible for the refund and that customer service cannot do anything until they hear from accounting. When asked why the accounting department has not investigated the matter and resolved it in over 2.5 years, ******* did not have an answer. At this point, it seems that MOHELA is deliberately avoiding providing me with my refund. I do not believe that there is any urgency to pay me the money that they owe, and they are purposefully ignoring my case. If the shoe was on the other foot, MOHELA would be sending a collecting service after me for their money. In addition, the amount of interest I am missing out due to the delay of ***ayment is growing by the day. I am running out of options. I do not know how to get MOHELA and their accounting department to do their jobs and process my refund. I need help.
Business Response
Date: 09/16/2025
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: 09/17/2025
Complaint: 23890939

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

I do not believe Mohela will get back to me or process my claim in a timely manner. They have made these promises before and I have gone months without any information until I contact them myself. When I contact MOHELA, they always tell me the same thing that they will escalate it and it goes nowhere. To be clear, Ive been working on this matter for several years and there have been no updates. They cannot tell me why they are taking so long to process my claim only that they need their accounting department to handle it and cannot do anything until that department handles it. I do not believe that there is any urgency on MOHELAs end and I have no faith nor trust in them.

Sincerely,

***** **********
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.
Customer Answer
Date: 09/29/2025
The issue in my original complaint has not been resolved. The letter I have provided which came from MOHELA today does not provide me with any new information nor does it resolve the issue. They are literally telling me the same thing theyve been telling me for 2 1/2 years, which is that there is no timeframe for my refund and they have escalated it yet again. As you can see from the letter, this has been going on since April 17, 2023. How do you not have any updates or a timeframe for a refund when its been almost 3 years? At this point, it seems they are deliberately not trying to provide a refund. The Ombudsman is telling me the same thing that their customer service **** on the phone say. How can I get help on this matter if their own Ombudsman is unable to assist me?
Initial Complaint
Date:09/15/2025
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.
My student loan is held due to SAVE litigation, MOHELA was suppose to be placed on SAVE forbearance with 0% interest up to August 2025 based on student ******* and federal government ruling but was never placed despite my SAVE application done in Nov 2024.Since Nov 2024, had to call monthly, issue was not addressed, escalated twice to supervisors but never addressed. Resolution is to fix my loan balance retroactive removing interest accumulation from start till August 2025, place me in the SAVE forbearance, reach out to me through all 3 communication of email, phone call, and physical mail for resolution.
Business Response
Date: 09/16/2025
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:09/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been receiving harassing phone calls at my work. I have asked the loan provider to call after 5pm so I don't get in trouble from my boss. I do not have the option of putting the phone on silent or ignoring the calls because I have to take phone calls for work. I received calls from them today at 8:07, 12:32 and 3:01. Each time, I asked them to only call after work. But, they continued to harrass me.
Business Response
Date: 09/17/2025
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:09/11/2025
Type:Product 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.
Ive overpaid on my loans by two months, and I have tried to contact my loan provider about a refund, and I have gotten nowhere with a response. Obviously, I would like my money since it is owed to me.
Business Response
Date: 09/15/2025
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: 09/17/2025
Complaint: 23874036

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

as of today they still have not issued a refund or given me a call. While I have uploaded a document that shows on 8/29 they acknowledged the need to refund me $582.36 that money has still not been returned. They are unable to be reached by phone and any email attempts have gone unanswered. If you can find out when and how that money will be returned to me I would much appreciate it.

Sincerely,

**** ****
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.
Customer Answer
Date: 09/23/2025
Complaint: 23874036

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

Mohela indicated they would contact me before and they did not. I dont see why this time would be different. Ive reached out and havent gotten updates on my refund status. This is ridiculous especially nowadays when refunds can be processed so quickly

Sincerely,

**** ****
Initial Complaint
Date:09/11/2025
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.
On August 29, 2025 I made a payment of $285.66 to Mohela. Mohela failed to process the payment until September 10, 2025. They sent emails on September 10, 2025 accusing me of having an overdue account. Their fraudulent behavior was called out by me on the 5th and the 10th to no response.
Business Response
Date: 09/11/2025
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: 09/11/2025
Complaint: 23869868

I have reviewed the business' response and am rejecting it because: You have not made any attempt to fix your error and you did not reach out to me via the portal.

Sincerely,

***** ***
Initial Complaint
Date:09/10/2025
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.
This business withdrew $2000.00 from my account without any notification or any seen documentation within my account. This caused an overdraft of my checking account.
Business Response
Date: 09/11/2025
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:09/10/2025
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 is the servicer for the federal government that manages the billing and payment of my student loans. I am currently enrolled in the SAVE plan. This plan is currently being challenged in the courts as to determine whether or not the plan is legal. While the plan is being challenged, the government has said that the interest rates for loans that are being paid through the SAVE plan should have the interest rates set to 0%. When I look at the MOHELA website and look at my student loans, all of them show a 0% interest rate. However, at the beginning of June, many people began receiving notices that their loans would start accruing interest, including those enrolled in the SAVE plan. So now, on top of the debt I already had, there is $14,000 worth of accrued interest that should not be there.
Business Response
Date: 09/11/2025
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.

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MOHELA is NOT a BBB Accredited Business.