MOHELA: student loan servicing problem
Ask MOHELA to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 95% of 37 sources are the organization's own pages or government sites.
Collect
- loan account number
- payment history
- billing statements and letters from MOHELA
- dates and names from calls
- copies of forms you sent
Steps
Call MOHELA and describe the error. Write down the date, the representative's name and any reference number.
Send a written request to correct the error, with copies of your proof. Upload it through the online account or mail it to the letters address. Keep a copy.
MailLetters and documents (not payments) MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243For a repayment plan problem, apply for or change income-driven plans (including RAP) at StudentAid.gov/idr, not by phone.
If MOHELA does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and MOHELA's replies.
MOHELA's Student Loan Advocates page lists the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and links state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman. Some state agencies (DC, MA, NV, VA, WA) help only borrowers who live in that state.
If the problem continues, file a complaint with the CFPB.
More contacts for this issue
Facts you can cite
- Policy
On March 10, 2026, a court order ended the Saving on a Valuable Education (SAVE) Plan. Affected borrowers must select a new repayment plan after they receive a notice from MOHELA.
Source: mohela.studentaid.gov, verified 2026-10-12
- Process
MOHELA states that income-driven repayment plans, including the Repayment Assistance Plan (RAP), can only be signed up for at StudentAid.gov/idr, not by phone.
Source: mohela.studentaid.gov, verified 2026-10-12
- Policy
The Repayment Assistance Plan (RAP) and the Tiered Standard Plan became available on July 1, 2026.
Source: mohela.studentaid.gov, verified 2026-10-12
- Policy
From July 1, 2026, the interest rate reduction for borrowers enrolled in auto pay is 1% (up from 0.25%), through June 30, 2028. Enrollment must be completed by 11:59 p.m. ET on December 31, 2026.
Source: mohela.studentaid.gov, verified 2026-10-12
Tips
- Company tip
Upload documents through the online account for the fastest processing, instead of mail or fax.
Source: mohela.studentaid.gov, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
MailLetters and documents (not payments) MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243Or use the secure message form or an upload through the online account. Keep copies.
Federal regulator
Federal regulator
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).
Watch out
- The online account and document upload need the borrower's login.
- MOHELA's site warns of longer hold times due to high call volume.
- MOHELA's contact page shows two different international fax numbers (636-787-2790 and 636-787-4038); fax is not listed here.
Let your AI agent handle this
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