MOHELA Customer Service, Payments & Complaints

Eric Strand

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MOHELA services several types of student loans, but not every MOHELA borrower uses the same website or customer-service number. Before making a payment, uploading documents or calling support, confirm which MOHELA portal currently holds your account.

Important: Do not send a payment or sensitive documents using an address found in an old article, comment or search result. Sign in to the portal shown for your loan and verify the current instructions on your statement or account.

MOHELA Customer Service Numbers

Federal Direct Loans

Borrowers whose federally owned Direct Loans are serviced by MOHELA should use the MOHELA Federal Student Aid portal.

Telephone hours in Eastern Time:

  • Monday: 8:00 a.m.–9:00 p.m.
  • Tuesday and Wednesday: 8:00 a.m.–8:00 p.m.
  • Thursday and Friday: 8:00 a.m.–6:00 p.m.

MOHELA states that automated payment and account information is available by telephone 24 hours a day. The automated system may request a Social Security number or account number. Enter sensitive information only after confirming that you called the official number.

Legacy FFEL and CASH Loans on MOHELA.com

Some Federal Family Education Loan Program and CASH loan accounts remain on the older MOHELA.com system.

Telephone hours in Central Time:

  • Monday through Wednesday: 7:00 a.m.–6:00 p.m.
  • Thursday and Friday: 7:00 a.m.–5:00 p.m.

Private or Transferred Loans on MOHELA Servicing

Borrowers with certain private loans, FFELP or HEAL loans, or loans transferred from Navient may be directed to MOHELA Servicing.

Telephone hours in Eastern Time:

  • Monday: 8:00 a.m.–9:00 p.m.
  • Tuesday and Wednesday: 8:00 a.m.–8:00 p.m.
  • Thursday and Friday: 8:00 a.m.–6:00 p.m.

How to Find the Correct MOHELA Portal

If you are uncertain which portal to use, take these steps before sending money or documents:

  1. Sign in to StudentAid.gov and review the servicer shown for each federal loan.
  2. Check your newest billing statement or official transfer notice.
  3. Compare the web address in the notice with the three MOHELA systems listed above.
  4. Type the official address directly into your browser instead of following links in unsolicited emails or text messages.
  5. Call the corresponding official number if the portal does not recognize your account.

A loan transfer may cause the former servicer to show a zero balance or “paid in full.” That does not necessarily mean the debt was forgiven. It may mean the balance is being moved to the new servicer.

MOHELA Payment Problems

Contact the appropriate MOHELA service if a payment is missing, late, duplicated, returned or applied in a way you did not expect.

Before calling, gather:

  • The date and amount of the payment.
  • The payment confirmation or transaction number.
  • The bank statement showing the withdrawal.
  • The loan or loans to which the payment should have been applied.
  • Any instructions submitted with an additional payment.
  • Copies of prior messages or complaint reference numbers.

Ask the representative to explain where the payment was applied and whether any interest, late status or account reporting was affected. Write down the representative’s name or identification number, the date and time of the call, and the case number.

For a missing electronic payment, contact MOHELA before reversing the transaction through your bank. A reversal or chargeback may create additional account complications.

Before Mailing a Payment

Payment addresses can differ by loan type, portal and whether the payment is being made by a borrower or cosigner. Use the address displayed on the current statement or inside the correct MOHELA portal. Do not use an address copied from an old comment or third-party directory.

MOHELA Login and Account Access

If you cannot sign in:

  1. Confirm that you are using the correct MOHELA portal.
  2. Use the portal’s username or password recovery process.
  3. Check whether the account was recently transferred.
  4. Confirm that your contact information is current.
  5. Call the appropriate service number if your account cannot be located.

Use the secure message, document-upload or “Email Us” feature available after signing in whenever the issue involves personal or financial records. Do not post account information in public comments.

Repayment Plans, Deferment and Forbearance

Federal repayment rules and available plans have changed. Older articles and comments discussing the SAVE Plan or previous repayment options may no longer reflect current requirements.

MOHELA’s federal portal reports that the SAVE Plan ended and that new federal repayment-plan changes took effect beginning July 1, 2026. Borrowers should review the current options through the official StudentAid.gov Repayment Calculator before changing plans.

Ask MOHELA to explain:

  • Which plans are available for your particular loan types.
  • The estimated monthly payment and total repayment period.
  • Whether an application or income documentation is still pending.
  • How a deferment or forbearance could affect interest and forgiveness progress.
  • When the new payment amount will take effect.

Do not stop making required payments based only on a pending application unless MOHELA or Federal Student Aid confirms the account’s status.

MOHELA and Public Service Loan Forgiveness

The Public Service Loan Forgiveness program is managed by the U.S. Department of Education, not MOHELA. Use StudentAid.gov for employer certification, PSLF forms, payment counts, form status and current eligibility requirements.

Save copies of every submitted form, employer signature, confirmation notice and payment-count record. If a count appears incorrect, compare it with your payment history and employment records before submitting a detailed request.

No third-party company can guarantee loan forgiveness or change the Department of Education’s eligibility decision.

MOHELA Loan Transfers

When a loan transfers to or from MOHELA:

  • Save the final statement and payment history from the old servicer.
  • Confirm the new servicer through StudentAid.gov.
  • Download the transfer notice.
  • Verify that the balance, interest rate and loan status transferred correctly.
  • Confirm whether Auto Pay must be established again.
  • Check that payments made during the transfer were credited.

Federal Student Aid provides additional guidance in its student-loan transfer guide.

MOHELA Credit-Reporting Disputes

If MOHELA information on a credit report appears inaccurate:

  1. Obtain current reports from the relevant consumer reporting agencies.
  2. Identify the loan, reporting month and specific information you believe is wrong.
  3. Gather statements, payment confirmations and correspondence supporting the dispute.
  4. Submit the dispute through MOHELA’s secure account system.
  5. Follow the consumer reporting agency’s dispute process.
  6. Keep every confirmation number and response.

Explain the exact correction requested instead of submitting only a general complaint. CustomerServiceNumbers.com cannot change a credit report or determine whether reported information is legally accurate.

How to Escalate a MOHELA Complaint

Start with MOHELA and request a written response or case number. If the first representative cannot resolve the issue, ask for a supervisor or the appropriate escalation department.

Your complaint should include:

  • A short description of what happened.
  • Relevant dates and payment amounts.
  • Previous case or confirmation numbers.
  • The steps already taken.
  • The specific correction or explanation requested.
  • Supporting records with unnecessary personal information removed.

Federal Student Aid Feedback and Ombudsman

For an unresolved federal student-aid problem, submit feedback through the Federal Student Aid Feedback and Ombudsman system. The Ombudsman is a neutral, informal and confidential resource intended to help resolve federal student-aid disputes.

Federal Student Aid: 1-800-433-3243

Consumer Financial Protection Bureau

The Consumer Financial Protection Bureau accepts complaints involving federal and private student-loan servicing. The CFPB recommends contacting the company first when possible.

Include all important facts in the initial CFPB complaint because submitting multiple complaints about the same problem may not be possible.

Avoid MOHELA and Student-Loan Scams

  • Do not pay a third party for access to federal repayment or forgiveness applications.
  • Never give anyone your FSA ID, password or one-time verification code.
  • Do not share a Social Security number, loan number or bank information in public comments.
  • Be cautious of callers promising immediate forgiveness or claiming that payment is required to prevent arrest.
  • Use StudentAid.gov and the official MOHELA domains listed on this page.
  • Confirm unexpected account or payment instructions by calling an official number.

Frequently Asked Questions

What is the main MOHELA telephone number?

Federal Direct Loan borrowers generally use 1-888-866-4352. Legacy FFEL and CASH loan borrowers using MOHELA.com use 1-800-945-4701. Certain private and transferred-loan borrowers using MOHELA Servicing use 1-888-272-5543.

Why does MOHELA have more than one website?

Different MOHELA platforms service different loan programs and account groups. The correct portal depends on the loan type and servicing history.

Does MOHELA manage PSLF?

No. The U.S. Department of Education manages PSLF. Borrowers should use StudentAid.gov to submit forms, view payment counts and check current program requirements.

Where should I mail a MOHELA payment?

Use the payment address shown on your current statement or inside the correct MOHELA account. Addresses vary by loan and account type, so this page does not publish a single mailing address.

How do I complain about an unresolved MOHELA problem?

Contact MOHELA first and save the case number. Unresolved federal-loan problems may be submitted to Federal Student Aid’s Feedback and Ombudsman system. Student-loan servicing complaints may also be submitted to the CFPB.

Can CustomerServiceNumbers.com access my loan?

No. CustomerServiceNumbers.com is not affiliated with MOHELA or the U.S. Department of Education and cannot view, change or service a student-loan account.

Page Update Note: Reviewed August 2, 2026. Updated the borrower portal routing, customer-service numbers and hours, repayment-plan guidance, PSLF responsibility, loan-transfer information and complaint options.

Disclaimer: CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with MOHELA, Federal Student Aid or the U.S. Department of Education. This page does not provide financial or legal advice. Contact information, loan programs and repayment rules can change. Verify current instructions through your official account before making a payment, sending documents or changing repayment plans.

Share Your MOHELA Experience

Have you contacted MOHELA about a payment, account transfer, repayment plan, PSLF record, credit-reporting issue or complaint? Share what happened below. Do not include a Social Security number, loan or account number, FSA ID, password, bank information, telephone number, email address or copies of personal documents.

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