{"id":"mohela","page":"https://escalate.alexgaoth.com/#/c/mohela","html":"https://escalate.alexgaoth.com/c/mohela/","generated":"2026-10-15","company":{"id":"mohela","name":"MOHELA","aliases":["missouri higher education loan authority","higher education loan authority of the state of missouri","mohela.studentaid.gov"],"sector":"student_loan","parent":"Higher Education Loan Authority of the State of Missouri","website":"https://mohela.studentaid.gov/","account_url":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","official_domains":["mohela.studentaid.gov","mohela.com"],"security":{"never_asks":[{"kind":"policy","claim":"MOHELA says the U.S. Department of Education's Office of Federal Student Aid and MOHELA will never ask for your FSA ID or any other login information.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA says you never have to pay for help with your student loans. MOHELA helps with all available repayment plans and options at no cost, and every repayment plan is available free of charge through the U.S. Department of Education.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"MOHELA warns that debt relief companies may offer to consolidate or forgive your loans, lower your balance or reduce your monthly payments in exchange for up-front or monthly fees, and often impersonate or imply they are affiliated with the U.S. Department of Education or MOHELA.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA lists these warning signs. Someone you do not know contacts you about your loans, asks for up-front or monthly fees, asks for your FSA ID username and password or your card or bank details, urges you to act quickly because forgiveness programs are ending, promises an immediate lower balance, or says your servicer will not help you.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA warns of official-looking envelopes, letters and emails, loan forgiveness offers sent by text message or voicemail, calls from spoofed phone numbers, and anyone who tells you to stop or redirect your student loan payments.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"MOHELA (the Missouri Higher Education Loan Authority) was established by the Missouri General Assembly in 1981 and is an official servicer of Federal Student Aid. The U.S. Department of Education (FSA) owns the loans; MOHELA handles billing, questions and payments. The PSLF program is managed by the Department of Education, not MOHELA. No 2025-2026 change to MOHELA's federal servicing role was confirmed on a source.","channels":[{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"Direct Loan servicing customer service (international callers)","value":"+1-636-532-0600","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"secure-message","type":"web_form","label":"Securely Message Us (select state of residence, then follow the prompts)","value":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","purposes":["student_loan_servicing"],"notes":"The form is on the Contact Us page. It was not tested; it may ask for account details.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (upload documents, view loans)","value":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","purposes":["student_loan_servicing","account_access","debt_collection"],"access":"login","notes":"MOHELA says uploading through the online account is the fastest way to send documents. For a credit reporting adjustment request, go to Upload in the menu and select Miscellaneous as the document type.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"Department of Education - MOHELA, PO Box 790453, St. Louis, MO 63179-0453","access":"open","notes":"Payments only. Do not send letters or documents to this address.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"correspondence-mail","note":"Or use the secure message form or an upload through the online account. Keep copies."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask MOHELA to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from MOHELA","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call MOHELA and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"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.","channel":"correspondence-mail"},{"do":"For a repayment plan problem, apply for or change income-driven plans (including RAP) at StudentAid.gov/idr, not by phone."},{"do":"If MOHELA does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and MOHELA's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"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."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"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.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Repayment Assistance Plan (RAP) and the Tiered Standard Plan became available on July 1, 2026.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/about.aspx","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of a late MOHELA loan, or a loan that went into default.","evidence":["credit report page with the entry","proof of payment or of an eligible deferment or forbearance at that time","letters from MOHELA"],"steps":[{"do":"Check whether the loan was 90 or more days past due at the end of the month that was reported. MOHELA reports delinquency from that point."},{"do":"If you qualified for an eligible deferment or forbearance when the negative reporting occurred, send an adjustment request with documents through the online account (Upload, Miscellaneous) or by mail.","channel":"online-account","note":"MOHELA does not grant \"goodwill\" credit deletions (see facts). You may also dispute directly with Equifax, Experian and TransUnion."},{"do":"If the loan is in default, it may no longer be with MOHELA. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"policy","claim":"MOHELA begins to report a loan delinquent once it is 90 days or more past due on the last date of the month.","issues":["debt_collection"],"source":"https://mohela.studentaid.gov/credit","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA is not authorized to complete \"goodwill requests\" for credit updates, per the directive of Federal Student Aid.","issues":["debt_collection"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"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":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Upload documents through the online account for the fastest processing, instead of mail or fax.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}],"known_blockers":["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."]},"playbooks":{"student_loan_servicing":{"company":{"id":"mohela","name":"MOHELA","sector":"student_loan","website":"https://mohela.studentaid.gov/","account_url":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx"},"issue":{"id":"student_loan_servicing","name":"Student loan servicing problem"},"playbook_source":"company","summary":"Ask MOHELA to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from MOHELA","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call MOHELA and describe the error. Write down the date, the representative's name and any reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"do":"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.","channel":{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"do":"For a repayment plan problem, apply for or change income-driven plans (including RAP) at StudentAid.gov/idr, not by phone."},{"do":"If MOHELA does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and MOHELA's replies.","note":"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.","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"Direct Loan servicing customer service (international callers)","value":"+1-636-532-0600","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"secure-message","type":"web_form","label":"Securely Message Us (select state of residence, then follow the prompts)","value":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","purposes":["student_loan_servicing"],"notes":"The form is on the Contact Us page. It was not tested; it may ask for account details.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (upload documents, view loans)","value":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","purposes":["student_loan_servicing","account_access","debt_collection"],"access":"login","notes":"MOHELA says uploading through the online account is the fastest way to send documents. For a credit reporting adjustment request, go to Upload in the menu and select Miscellaneous as the document type.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"Department of Education - MOHELA, PO Box 790453, St. Louis, MO 63179-0453","access":"open","notes":"Payments only. Do not send letters or documents to this address.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Repayment Assistance Plan (RAP) and the Tiered Standard Plan became available on July 1, 2026.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/about.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Upload documents through the online account for the fastest processing, instead of mail or fax.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Or use the secure message form or an upload through the online account. Keep copies.","channel":{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["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."],"security":{"official_domains":["mohela.studentaid.gov","mohela.com"],"never_asks":[{"kind":"policy","claim":"MOHELA says the U.S. Department of Education's Office of Federal Student Aid and MOHELA will never ask for your FSA ID or any other login information.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA says you never have to pay for help with your student loans. MOHELA helps with all available repayment plans and options at no cost, and every repayment plan is available free of charge through the U.S. Department of Education.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"MOHELA warns that debt relief companies may offer to consolidate or forgive your loans, lower your balance or reduce your monthly payments in exchange for up-front or monthly fees, and often impersonate or imply they are affiliated with the U.S. Department of Education or MOHELA.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA lists these warning signs. Someone you do not know contacts you about your loans, asks for up-front or monthly fees, asks for your FSA ID username and password or your card or bank details, urges you to act quickly because forgiveness programs are ending, promises an immediate lower balance, or says your servicer will not help you.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA warns of official-looking envelopes, letters and emails, loan forgiveness offers sent by text message or voicemail, calls from spoofed phone numbers, and anyone who tells you to stop or redirect your student loan payments.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.946,"sources":{"primary":35,"other":2},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"MOHELA (the Missouri Higher Education Loan Authority) was established by the Missouri General Assembly in 1981 and is an official servicer of Federal Student Aid. The U.S. Department of Education (FSA) owns the loans; MOHELA handles billing, questions and payments. The PSLF program is managed by the Department of Education, not MOHELA. No 2025-2026 change to MOHELA's federal servicing role was confirmed on a source.","warnings":[]},"debt_collection":{"company":{"id":"mohela","name":"MOHELA","sector":"student_loan","website":"https://mohela.studentaid.gov/","account_url":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx"},"issue":{"id":"debt_collection","name":"Sent to collections"},"playbook_source":"company","summary":"Credit reporting of a late MOHELA loan, or a loan that went into default.","evidence":["credit report page with the entry","proof of payment or of an eligible deferment or forbearance at that time","letters from MOHELA"],"steps":[{"do":"Check whether the loan was 90 or more days past due at the end of the month that was reported. MOHELA reports delinquency from that point."},{"do":"If you qualified for an eligible deferment or forbearance when the negative reporting occurred, send an adjustment request with documents through the online account (Upload, Miscellaneous) or by mail.","note":"MOHELA does not grant \"goodwill\" credit deletions (see facts). You may also dispute directly with Equifax, Experian and TransUnion.","channel":{"id":"online-account","type":"portal","label":"Online account login (upload documents, view loans)","value":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","purposes":["student_loan_servicing","account_access","debt_collection"],"access":"login","notes":"MOHELA says uploading through the online account is the fastest way to send documents. For a credit reporting adjustment request, go to Upload in the menu and select Miscellaneous as the document type.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"do":"If the loan is in default, it may no longer be with MOHELA. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (upload documents, view loans)","value":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","purposes":["student_loan_servicing","account_access","debt_collection"],"access":"login","notes":"MOHELA says uploading through the online account is the fastest way to send documents. For a credit reporting adjustment request, go to Upload in the menu and select Miscellaneous as the document type.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"Department of Education - MOHELA, PO Box 790453, St. Louis, MO 63179-0453","access":"open","notes":"Payments only. Do not send letters or documents to this address.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"MOHELA begins to report a loan delinquent once it is 90 days or more past due on the last date of the month.","issues":["debt_collection"],"source":"https://mohela.studentaid.gov/credit","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA is not authorized to complete \"goodwill requests\" for credit updates, per the directive of Federal Student Aid.","issues":["debt_collection"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcra-dispute","title":"Fair Credit Reporting Act dispute rights (credit bureaus and furnishers)","citation":"15 U.S.C. 1681i; 15 U.S.C. 1681j(a)(3); 12 CFR 1022.43 (Regulation V)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can dispute inaccurate or incomplete information with a credit bureau, which must reinvestigate free of charge within 30 days (up to 15 more days in some cases), notify the furnisher within 5 business days, and delete or correct information that is inaccurate, incomplete or cannot be verified. A consumer can also dispute certain information directly with the company that furnished it.","source":"https://www.law.cornell.edu/uscode/text/15/1681i","last_verified":"2026-10-12","points_omitted":9,"points":[]},{"id":"fdcpa-reg-f-validation","title":"Debt validation notice and dispute period (FDCPA, Regulation F)","citation":"12 CFR 1006.34; 12 CFR 1006.38 (Regulation F)","jurisdiction":"us-federal","status":"in_effect","summary":"A third-party debt collector must give the consumer validation information, including an itemization of the debt and the date the validation period ends. If the consumer disputes the debt in writing within the validation period (30 days after the consumer receives or is assumed to receive the information), the collector must stop collecting until it sends verification of the debt.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Regulation F covers a debt collector: a person whose principal business purpose is collecting debts, or who regularly collects debts owed or asserted to be owed to another. It generally does not cover a creditor's own employees collecting in the creditor's name, or a person who got a debt before it was in default. A debt is a consumer obligation primarily for personal, family or household purposes.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/2/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The collector must give the validation information in the initial communication, or within five days after it, or orally in the initial communication.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The validation period ends \"30 days after the consumer receives or is assumed to receive the validation information\". The collector may assume receipt on any date \"at least five days (excluding legal public holidays identified in 5 U.S.C. 6103(a), Saturdays, and Sundays)\" after it provides the information. The notice must state the date the collector will treat as the end of the validation period.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The validation information includes the itemization date, the amount of the debt on that date, an itemization of interest, fees, payments and credits since then, the current amount, and a consumer response section with dispute prompts.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"process","claim":"\"Upon receipt of a dispute submitted by the consumer in writing within the validation period, a debt collector must cease collection of the debt, or any disputed portion of the debt,\" until it sends the consumer a copy of verification of the debt or of a judgment, in writing or electronically. A dispute sent through an electronic medium the collector accepts, such as its email address or website portal, counts as written.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the consumer asks in writing within the validation period for the name and address of the original creditor, the collector must stop collection until it provides that information.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"policy","claim":"During the validation period the collector may not use collection activities or communications that overshadow or are inconsistent with the consumer's dispute rights. Failure to dispute does not count as a legal admission that the consumer owes the debt.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Or use the secure message form or an upload through the online account. Keep copies.","channel":{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["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."],"security":{"official_domains":["mohela.studentaid.gov","mohela.com"],"never_asks":[{"kind":"policy","claim":"MOHELA says the U.S. Department of Education's Office of Federal Student Aid and MOHELA will never ask for your FSA ID or any other login information.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA says you never have to pay for help with your student loans. MOHELA helps with all available repayment plans and options at no cost, and every repayment plan is available free of charge through the U.S. Department of Education.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"MOHELA warns that debt relief companies may offer to consolidate or forgive your loans, lower your balance or reduce your monthly payments in exchange for up-front or monthly fees, and often impersonate or imply they are affiliated with the U.S. Department of Education or MOHELA.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA lists these warning signs. Someone you do not know contacts you about your loans, asks for up-front or monthly fees, asks for your FSA ID username and password or your card or bank details, urges you to act quickly because forgiveness programs are ending, promises an immediate lower balance, or says your servicer will not help you.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA warns of official-looking envelopes, letters and emails, loan forgiveness offers sent by text message or voicemail, calls from spoofed phone numbers, and anyone who tells you to stop or redirect your student loan payments.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.946,"sources":{"primary":35,"other":2},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"MOHELA (the Missouri Higher Education Loan Authority) was established by the Missouri General Assembly in 1981 and is an official servicer of Federal Student Aid. The U.S. Department of Education (FSA) owns the loans; MOHELA handles billing, questions and payments. The PSLF program is managed by the Department of Education, not MOHELA. No 2025-2026 change to MOHELA's federal servicing role was confirmed on a source.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Or use the secure message form or an upload through the online account. Keep copies.","channel":{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["mohela.studentaid.gov","mohela.com"],"never_asks":[{"kind":"policy","claim":"MOHELA says the U.S. Department of Education's Office of Federal Student Aid and MOHELA will never ask for your FSA ID or any other login information.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA says you never have to pay for help with your student loans. MOHELA helps with all available repayment plans and options at no cost, and every repayment plan is available free of charge through the U.S. Department of Education.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"MOHELA warns that debt relief companies may offer to consolidate or forgive your loans, lower your balance or reduce your monthly payments in exchange for up-front or monthly fees, and often impersonate or imply they are affiliated with the U.S. Department of Education or MOHELA.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA lists these warning signs. Someone you do not know contacts you about your loans, asks for up-front or monthly fees, asks for your FSA ID username and password or your card or bank details, urges you to act quickly because forgiveness programs are ending, promises an immediate lower balance, or says your servicer will not help you.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA warns of official-looking envelopes, letters and emails, loan forgiveness offers sent by text message or voicemail, calls from spoofed phone numbers, and anyone who tells you to stop or redirect your student loan payments.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.946,"sources":{"primary":35,"other":2},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"MOHELA — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/mohela.md","markdown":"## In short\n\nMOHELA services federal student loans for the Department of Education, which owns the loans and decides many outcomes, such as Public Service Loan Forgiveness. Put every request in writing through the online account and keep copies. Do not rely on a CFPB complaint alone: in the 12 months to June 2026, 70.5% of MOHELA's CFPB complaints were not answered on time. Use the Federal Student Aid Feedback Center and the FSA Ombudsman, and a state student loan office if your state has one. Never pay anyone for student loan help and never share your FSA ID.\n\n## How complaints actually go\n\n- MOHELA's home page warns of longer hold times due to high call volume. [MOHELA](https://mohela.studentaid.gov/)\n- A CFPB complaint goes to MOHELA for a response within 15 days, or 60 days if it asks for more time. In the 12 months to June 2026, 6,293 of 8,925 MOHELA complaints (70.5%) were not answered on time, and 5,364 (60.1%) carry the status \"Untimely response\". [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Across all student loan companies in 2025, companies did not give a timely response, or any response, to 31% of CFPB complaints; they said pending litigation over federal repayment programs and changes in servicing caused this. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- When servicers do answer, they often say the Department of Education controls the outcome: they could not set up a payment arrangement without the Department's authorization, and after forwarding a PSLF application to Federal Student Aid they must wait for its confirmation. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## What tends to work\n\n- Escalate to the Department of Education, which owns the loans: MOHELA's own advocates page points to the Federal Student Aid Feedback Center (studentaid.gov/feedback-center) and the FSA Ombudsman Group, P.O. Box 1854, Monticello, KY 42633. [MOHELA: student loan advocates](https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx)\n- If you live in the District of Columbia, Massachusetts, Nevada, Virginia or Washington, use that state's student loan ombudsman or advocate; each office helps only residents of its state. [MOHELA: student loan advocates](https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx)\n- If you still file with the CFPB, attach your timeline and documents and also send the same complaint to Federal Student Aid, since only 2,632 of 8,925 MOHELA CFPB complaints (29.5%) were answered on time in the 12 months to June 2026. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- Check every billing statement and due date. In October 2023 the Department of Education withheld $7.2 million in payments from MOHELA after it failed to send billing statements on time to 2.5 million borrowers; the Department said more than 800,000 borrowers became delinquent as a result. [Missouri Independent, February 29, 2024](https://missouriindependent.com/2024/02/29/mohela-faces-accusations-it-mismanaged-federal-student-loan-forgiveness-program/)\n- Forbearance can cost PSLF credit. Borrowers told the CFPB in 2025 that loans were placed in forbearance without their request, which hurt their PSLF payment counts, and that servicers miscounted qualifying payments or delayed PSLF applications. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Borrowers enrolled in the SAVE plan reported to the CFPB in 2025 that servicers ignored requests to switch plans or placed them in the wrong forbearance; servicers said litigation had stopped SAVE and temporarily stopped processing other income-driven plans. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"MOHELA\": 8,925. Products: student loan 6,704, credit reporting 1,812, debt collection 391. Top issues: dealing with your lender or servicer 4,681, incorrect information on a report 1,714, struggling to repay your loan 1,189, the company's investigation into an existing problem 492. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 8,925 complaints, 5,364 (60.1%) have the status \"Untimely response\", 3,188 (35.7%) closed with explanation, 280 (3.1%) were in progress, 84 (0.9%) closed with non-monetary relief and 9 (0.1%) with monetary relief. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- MOHELA told U.S. senators it received 36,309 complaints in a year, of which almost 4,000 were still marked unresolved in its internal system; the June 2023 Federal Student Aid report showed a backlog of almost 890,000 PSLF applications. [Missouri Independent, February 29, 2024](https://missouriindependent.com/2024/02/29/mohela-faces-accusations-it-mismanaged-federal-student-loan-forgiveness-program/)\n\n## Scams that target customers\n\n- MOHELA says you never have to pay for help with your student loans, and that MOHELA and Federal Student Aid will never ask for your FSA ID or any other log-in information. Debt relief companies often impersonate, or imply they are affiliated with, the Department of Education or MOHELA. [MOHELA: avoid student loan scams](https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx)\n- Warning signs MOHELA lists include someone telling you to stop or redirect your student loan payments, official-looking envelopes, letters and emails, and calls from spoofed phone numbers. Check that a servicer is on the Department's list of approved servicers. [MOHELA: avoid student loan scams](https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx)\n- The FTC says never share your FSA ID, never pay an upfront fee, log in to StudentAid.gov to see your servicer and its contact details, and report scams at ReportFraud.ftc.gov. [FTC consumer alert, May 21, 2025](https://consumer.ftc.gov/consumer-alerts/2025/05/spotting-student-loan-scams)\n"},"guide":{"key":"student_loan","title":"Federal student loan servicers — how complaints work","last_verified":"2026-10-12","file":"guides/student_loan.md","page":"https://escalate.alexgaoth.com/#/guides/student_loan"}}