MOHELA

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website (federal and FFEL servicing): https://www.mohela.com/
• Direct Loan servicing (toll free): 1-888-866-4352
• Federal loan servicing site (Federal Student Aid co-branded): https://mohela.studentaid.gov/
• Servicing platform for FFELP, HEAL and private loans: https://servicing.mohela.com/
• FFEL Program and CASH loan servicing (toll free): 1-800-945-4701
• FFELP, HEAL and private loans on servicing.mohela.com: 888-272-5543 64 complaints mention this number
• Federal Student Aid feedback center (named as 'Submit a Complaint' on MOHELA's site): https://studentaid.gov/feedback-center

Locations

MOHELA student loan problems: which site and phone line to use, how to escalate, how to dispute (checked October 11, 2026)

MOHELA's own pages split borrowers across two sites. Its Contact Us page lists a "Direct Loan (DL) Servicing" line at 1-888-866-4352 and a "Federal Family Education Loan (FFEL) Program And CASH Loan Servicing" line at 1-800-945-4701, and names mohela.studentaid.gov as its website. A separate MOHELA Servicing site (servicing.mohela.com) lists "FFELP and HEAL Loans" and "Private Loans" (examples it gives: Sallie Mae Smart Option, Signature, Tuition Answer, Career Training) at 888-272-5543. Navient's Loan Servicing page says MOHELA began servicing its student loans on October 21, 2024 and that "MOHELA is not purchasing or merging with Navient."

The servicer is not always the loan owner. Navient's page describes the owner as the one that "holds the loan agreement and has the right to collect from the borrower" and the servicer as the one that handles "collecting and processing payments and answering questions." MOHELA services federal loans for the U.S. Department of Education and, according to the AFT's amended complaint, also services commercial FFELP loans and private student loans.

• Escalate inside MOHELA. MOHELA's FAQ says you "may request an escalation during your call" and, if still dissatisfied, a second review by a MOHELA supervisor. Its FAQ also describes a Customer Advocate team and an Ombudsman team; to appeal their decision "you must mail a written letter" to ATTN: MOHELA Ombudsman, MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243.
• Federal Student Aid Feedback Center. The "Submit a Complaint" link on MOHELA's federal site goes to studentaid.gov/feedback-center, which says cases get a "Resolution within 60 days" and that if you disagree with the result "you might have the option to escalate your case." MOHELA's Student Loan Advocates page also lists the U.S. Department of Education FSA Ombudsman Group (P.O. Box 1854, Monticello, KY 42633) and state agencies that help only borrowers who live in that state, for example the District of Columbia Department of Insurance, Securities and Banking Student Loan Ombudsman (202-727-8000), the Massachusetts Attorney General's Student Loan Assistance Unit (888-830-6277), and agencies in Nevada, Virginia and Washington.
• Credit report errors. The CFPB says to dispute the error with the credit reporting company (Experian, Equifax, TransUnion) in writing, explain what is wrong and why, and include copies of supporting documents; the company "must investigate your dispute" and report the results back to you.
• Regulator complaint. The CFPB complaint form lists student loans as a product; you can also file by phone at (855) 411-2372.
• If you received a "past due" notice you believe is wrong. In an August 27, 2026 letter, senators wrote that MOHELA "reportedly" sent delinquency notices to borrowers who were not delinquent and that MOHELA stated "impacted borrowers will be notified by email of the error." Keep a copy of the notice, compare it with the payment history in your account, and use the routes above.

Cosigners. The MOHELA Servicing Contact Us page says "Cosigners, please be sure to send your payments to the cosigner payment address" and lists MOHELA, P.O. Box 9555, Wilkes-Barre, PA 18773-9555 for cosigner loan payments.

Notices shown on MOHELA's federal site on October 11, 2026. The site says a court order ended the SAVE Plan on March 10, 2026 and that the Repayment Assistance Plan (RAP) and Tiered Standard Plan became available July 1, 2026; it points borrowers to StudentAid.gov for applications. It also says that on July 1, 2026 the interest rate reduction for borrowers enrolled in auto pay "went from 0.25% to 1%," a temporary benefit "available through June 30, 2028," with enrollment by 11:59 p.m. ET on December 31, 2026. On Public Service Loan Forgiveness, it says the Department published final PSLF regulations effective July 1, 2026 and that "for now, there are no impacts to borrowers, payment counts, or discharges."

Government actions: Education Department payment withholding, Senate inquiries, reported state investigations

October 30, 2023: payment withholding. NPR reported that the U.S. Department of Education said it would withhold $7.2 million in payment owed to MOHELA for October for failing to send on-time billing statements to 2.5 million borrowers, and that more than 800,000 of those borrowers failed to make an on-time payment in October, the first month payments were due after the pandemic pause. NPR reported that MOHELA did not respond to its request for comment. The Department's own press-release page could not be opened for this review; the AFT's amended complaint (a court filing by the plaintiff) quotes the Department's statement the same way.

April 2024: account transfers announced. A Senate release by Senator Warren, issued in response to "the Department of Education's announcement that they will transfer student loan borrower accounts away from MOHELA," quotes the senator saying MOHELA "has repeatedly shown that it is incapable of properly serving its portfolio" of student loan borrowers. That is the senator's characterization; the Department's own announcement page could not be opened for this review.

October 2024: new accounts paused. A 2026 Senate letter says MOHELA "failed to process hundreds of thousands of borrowers' applications for affordable repayment plans in a timely manner, leading the Biden administration to temporarily stop assigning new borrower accounts to the servicer." A separate Senate release of November 4, 2024 states that "last month" the Department "issued a contract violation notice to MOHELA, demanded a corrective action plan within 10 days." These are the senators' descriptions; the Department's own notices were not located in the sources checked on 2026-10-11.

December 18, 2024: Senate letter on duplicate credit-report entries. Senators Warren, Blumenthal, Merkley and Wyden wrote to the CFPB and the Department of Education that their investigation "suggest[s] that MOHELA's failure to provide advanced notice of the transfer to the CRAs contributed to nearly two million credit reporting errors" after loans moved from Nelnet to MOHELA in 2023. The release says MOHELA "allegedly" failed to inform the credit reporting agencies and that the agencies collectively identified over 200,000 affected consumers, and it reports that MOHELA claimed it "implemented and follows the applicable process required under its federal loan servicing contract." These are the senators' findings and MOHELA's stated position; no CFPB or Department finding on the matter was located in the sources checked on 2026-10-11.

April 28, 2025: reported state investigations. A statement by Senators Warren, Schumer and Sanders refers to "reports of new investigations by multiple state attorneys general and regulators" into MOHELA. The statement does not name the states, and no state enforcement action against MOHELA was identified in the sources checked on 2026-10-11.

August 27, 2026: Senate letter on delinquency notices. Nine senators led by Elizabeth Warren and Jeff Merkley wrote to MOHELA's executive director and chief executive officer about delinquency notices that Forbes reported on August 4, 2026 had gone to borrowers who were not delinquent, and asked for answers to nine questions by September 10, 2026. The letter also cites a March 2026 GAO report, quoting that the Department's "discontinuing assessments of servicer accuracy" means "borrowers may face financial consequences." No published MOHELA response was located in the sources checked on 2026-10-11, and MOHELA's media-release page (latest item dated 2026-10-02) lists no item about the notices.

CFPB enforcement. The CFPB's enforcement-actions search, run on 2026-10-11 for the titles "MOHELA" and "Higher Education Loan Authority," returned no results.

Who MOHELA is: a Missouri public corporation that services federal and private student loans

MOHELA is the Higher Education Loan Authority of the State of Missouri. Its About page says it "was established by the Missouri General Assembly in 1981." The U.S. Supreme Court, in Biden v. Nebraska (decided June 30, 2023), described it as "a nonprofit government corporation created by Missouri to participate in the student loan market" that "is, by law and function, an instrumentality of Missouri," that owns over $1 billion in FFELP loans and that is hired by the Department of Education to collect payments and provide customer service on federal loans. The opinion was not a ruling on MOHELA's servicing; the Court held that Missouri had standing because the Secretary's debt-cancellation plan would harm MOHELA.

The company's headquarters is 633 Spirit Drive, Chesterfield, Missouri. MOHELA's pages show NMLS #1442770 and list student loan servicer licenses in Nevada and Oregon; the 2026 Senate letter addresses Scott Giles as executive director and chief executive officer.

Federal servicing timeline from Federal Student Aid announcements. MOHELA joined the Department's federal loan servicer team in an announcement dated October 3, 2011. In June 2022 Federal Student Aid announced the transfer of Public Service Loan Forgiveness borrowers from FedLoan Servicing to MOHELA (updated December 14, 2022). On October 27, 2023 it announced MOHELA would move federal borrowers to a new servicing platform, with the same servicer and unchanged terms. According to the AFT's amended complaint, the Department awarded MOHELA a ten-year Unified Servicing and Data Solutions contract in April 2023, MOHELA serviced about $270.6 billion in Direct and Department-owned FFELP loans for more than seven million accounts as of June 30, 2025, and the Department transitioned PSLF program administration to the federal government as of July 1, 2024.

Navient loans. Navient's Loan Servicing page says MOHELA began servicing its student loans on October 21, 2024, with "some rare exceptions, such as defaulted loans." The AFT complaint says MOHELA signed a Binding Letter of Intent in January 2024 to service Navient-owned portfolios. Related entities are listed in the relationships section.

MOHELA also lists a related nonprofit, the Missouri Scholarship & Loan Foundation, which its media releases describe as "founded by MOHELA."

Complaint record: CFPB database, BBB and Trustpilot as displayed on 2026-10-11

The CFPB Consumer Complaint Database lists 29,953 complaints for the company name "MOHELA" (first received March 5, 2012; latest October 8, 2026). By product label: Student loan 24,322; credit reporting categories 4,341 and 459; Debt collection 783. The most common issue labels are "Dealing with your lender or servicer" (18,327), "Incorrect information on your report" (4,191) and "Struggling to repay your loan" (3,612). The database's company-response field shows "Closed with explanation" 20,999, "Untimely response" 6,316, "In progress" 1,291, "Closed with non-monetary relief" 1,065 and "Closed with monetary relief" 280. Since October 11, 2025 the database shows 9,011 complaints (7,031 labelled Student loan). The CFPB site's default view covers the last 3 years and showed 25,854 complaints on October 11, 2026; 29,953 is the all-dates total. Complaints are consumer submissions that the CFPB does not verify.

BBB lists MOHELA (Chesterfield, MO) as not BBB Accredited with a D- rating; the reasons it displays are "168 complaint(s) filed against business that were not resolved" and "3,465 complaint(s) filed against business." The complaints tab shows 3,464 total complaints in the last 3 years and 462 filed in the last 12 months, and the reviews tab shows 1.06 out of 5 from an average of 342 customer reviews. BBB says the complaint text displayed might not represent all complaints filed. Trustpilot shows an unclaimed profile for MOHELA (mohela.com) at 1.1 out of 5 from 132 reviews, 27 of them in the last 12 months, with the notice that the company has no history of asking for reviews and reviews may not be representative.

These counts come from different sources, cover different periods and measure different things, so they are not added together or averaged here.

Archive complaints on this site. No approved post in the usacomplaints.com archive is linked here as a complaint about MOHELA (checked 2026-10-11 against titles, offender fields and text). One 2008 post whose offender field read "Mohela" was removed from the archive as unreadable machine-rewritten text. One 2008 complaint about another business names MOHELA as the lender servicing the borrower's loan; it is linked as "also named" and is not counted as a complaint about MOHELA. This page therefore shows no complaint-theme counts.

Court record: AFT v. MOHELA, Maldonado v. MOHELA and the dismissed PSLF class actions

American Federation of Teachers v. Higher Education Loan Authority of the State of Missouri (D.D.C. No. 1:24-cv-02460-TSC). The AFT filed in D.C. Superior Court on July 22, 2024; MOHELA removed the case to federal court on August 26, 2024. On September 29, 2025 the court denied MOHELA's motion to dismiss without prejudice and denied the AFT's motion to remand. The AFT filed an amended complaint on January 15, 2026 under the D.C. Consumer Protection Procedures Act, brought "on behalf of itself, its members, and the general public." An October 27, 2025 minute order stayed MOHELA's deadline to respond and discovery "pending the Supreme Court's decision on the merits in NJ Transit Corp. v. Colt" and Galette v. NJ Transit Corp. The docket also shows an "Order Staying Case" entered March 20, 2026, whose text is not available on CourtListener, so the docket does not state the reason for that stay; status reports were filed May 18, July 17 and September 15, 2026, and no settlement, dismissal or new schedule entry appears as displayed on 2026-10-11.

Maldonado v. Higher Education Loan Authority of the State of Missouri (N.D. Cal. No. 3:24-cv-07850-VC). Four borrowers filed a putative class action in Alameda County Superior Court on September 4, 2024; MOHELA removed it on November 8, 2024. The March 10, 2026 order describes claims that MOHELA made misrepresentations about the status of a borrower's loans after receiving discharge instructions from the Department, under California's Student Borrower Bill of Rights, the Unfair Competition Law and the Rosenthal Act. On that date the court granted and denied parts of each side's motion for partial summary judgment: it granted MOHELA summary judgment on the theory that it had to treat loans as discharged once the Department publicly announced discharges, and granted two plaintiffs summary judgment on certain California student loan servicing and unfair-competition claims.

The April 2, 2026 scheduling order set a second summary-judgment round (MOHELA's motion due August 7, a hearing set for October 8, 2026) and a class-certification motion due November 20, 2026. The docket as displayed on 2026-10-11 shows MOHELA's summary-judgment filing on August 7, 2026, the plaintiffs' opposition/response with declarations on August 21 and MOHELA's reply on September 4. A clerk's notice of September 29 set "Motion and Deadlines/Hearings," a stipulation and proposed order was filed October 6 and an order on the stipulation was entered October 9, 2026; the texts of those entries are not available on CourtListener, so the current hearing and class-certification dates are not stated here. No class had been certified as of the docket displayed on 2026-10-11.

Joy v. MOHELA and Morgan v. MOHELA (E.D. Mo. No. 4:23-cv-1590-ZMB, consolidated). Two putative class actions alleged MOHELA failed to timely process Public Service Loan Forgiveness applications; the second also sued the Department of Education. On September 29, 2026 the court granted MOHELA's motions to dismiss and the Department's motion to dismiss, each without prejudice, ruling that MOHELA, as a public entity, is protected by sovereign immunity against most of the claims, that the remaining breach-of-contract claims failed because the plaintiffs did not establish they are third-party beneficiaries of MOHELA's federal contract, and that the claims against the Department did not meet the amount-in-controversy requirement. The State of Missouri filed an amicus brief supporting MOHELA's motion.

Other filings. A CourtListener case-name search for "MOHELA" returned 237 dockets on 2026-10-11; of the first 30 listed, 24 were individual adversary proceedings in bankruptcy courts and the rest individual suits in federal district courts. They are not listed individually here, and no class has been certified in any case reviewed.

Is MOHELA Legitimate?

MOHELA is a Missouri public corporation named as "Higher Education Loan Authority of the State of Missouri" in federal court captions and in a U.S. Supreme Court opinion. Federal Student Aid announcements from 2011, 2022 and 2023 identify it as a federal student loan servicer, and its federal servicing site mohela.studentaid.gov displays the "An official website of the United States government" banner. MOHELA's pages show NMLS #1442770 and Nevada and Oregon servicer licenses.

To confirm who services your own loan, check the servicer shown in your account at StudentAid.gov rather than relying on an old letter, and log in only at the addresses shown on MOHELA's Contact Us page (mohela.studentaid.gov for federal loans, servicing.mohela.com for FFELP, HEAL and private loans). Being a legitimate servicer does not settle individual disputes about balances or payment counts; the escalation routes above apply.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Also named in this complaint: School Refused to Return Loan Payment After Class Withdrawal

Company Relationships

• Affiliated with: State of Missouri
• Affiliated with: U.S. Department of Education
• Affiliated with: Navient
• Affiliated with: Missouri Scholarship & Loan Foundation

Frequently Asked Questions