MOHELA Customer Service: What It Can Do and How to Contact for 2025

Student Finance & Loan Expert

Managing student loans can feel overwhelming, especially when you are unsure who to contact for help. If MOHELA is your federal loan servicer, you are not alone. In this article, I will provide a one-stop guide to navigating MOHELA customer service.

We will break down what services they offer, from payment processing to dispute resolution, and provide all the details you need to reach them including phone numbers, online options, and more. I aim to help you navigate student loan questions and eliminate any confusion you might have so you will have confidence moving forward.

What You Need to Know About MOHELA Customer Service

MOHELA acts as the middleman between you and the Department of Education for your federal student loans. They handle essential tasks such as managing your account, processing your monthly payments, exploring deferment options, and even requesting deferment or forbearance when you are facing financial hardship.
Students have various options to connect with MOHELA customer service. For general inquiries, call 1-888-866-4352. MOHELA offers a secure messaging system for electronic communication within its online portal. It also has a live chat support feature for registered accounts.
Before contacting MOHELA, prepare your Social Security Number (SSN) and federal student loan account number(s) so they can easily locate your specific loan information. Gather your thoughts and questions beforehand and clearly identify the reason for your call.

MOHELA Customer Service Table of Contents

Here's What Customers Have to Say About MOHELA Customer Service
What is MOHELA and what does it do?
What are the services provided by MOHELA to student loan borrowers?
What are the different ways to contact MOHELA customer service?
What is the MOHELA customer service phone number for general inquiries?
What information should I have prepared before calling MOHELA customer service?
How can I file a complaint against MOHELA?
How can I dispute an error on my MOHELA loan information?
How can I create an online account with MOHELA?
How Do MOHELA Loan Options Compare to Other Lenders?
Can MOHELA Help Improve My Financial Literacy and Budgeting Skills?
What Advantages Do Online Graduate Programs Offer for Career and Loan Management Success?
Is MOHELA Equipped to Support Career Transition Strategies?
Can Student Loans Cover Rent? Understanding Your Options
What Should Borrowers Understand About Financing Specialized Professional Programs?
How Does MOHELA Support Veteran Borrowers?
Can MOHELA Help with Access to Affordable Online Education?
Exploring Graduate Loan Options for Professional Growth
How Does MOHELA Compare with Other College Loan Companies?
Are MOHELA’s Data Security and Privacy Practices Up to Par?
Other Things You Need to Know About MOHELA Customer Service

What is MOHELA and what does it do?

MOHELA stands for the Missouri Higher Education Loan Authority. It is a non-profit organization that acts as a student loan servicer. A federal loan servicer is a company that acts as a middleman between you and the U.S. Department of Education (ED) for your federal student loans. The Department of Education owns the loans, but they contract with these servicers to handle the day-to-day tasks involved in managing them.

Among the services provided by MOHELA are:

Manages federal student loans: MOHELA is one of the servicers for federal student loans in the United States. They handle tasks like collecting payments, processing deferment and forbearance requests, and updating your account information.
Provides customer service: MOHELA offers various resources and support options for borrowers to manage their federal student loans effectively.
Tracks progress towards Public Service Loan Forgiveness (PSLF): If you are enrolled in PSLF, MOHELA can help you track your qualifying payments and guide you through the application process.

In 2023, the Consumer Financial Protection Bureau (CFPB) reported that average call wait times to speak to a student loan servicer live representative have risen from 12 minutes in August 2023 to over 70 minutes in October 2023. This is just one of the issues faced by student borrowers as loan repayment resumes.

What are the services provided by MOHELA to student loan borrowers?

Aside from providing assistance to customers, MOHELA, as a federal student loan servicer, offers a range of services to help borrowers manage their loans effectively. Their role is crucial considering that servicers reported more than 1.25 million pending income-driven repayment plan applications in 2023, with more than 450,000 of those applications pending for more than 30 days with no resolution.

Considering the average time to pay off student loans, you have to ensure that you know all the important details when it comes to your loan servicer. The key services of MOHELA include:

Account Management

MOHELA customer service provides a secure online portal for borrowers to access their loan information 24/7. This allows you to:

View your loan details (balance, interest rate, repayment terms)
Track your payment history
Update your contact information
Download past loan statements

Payment Processing

MOHELA offers various convenient ways to make payments on your student loans:

Online payments through their secure platform
Setting up automatic debit for a reduced interest rate
Making payments by phone or mail

Customer Service

MOHELA offers multiple channels for borrowers to get help with their loans:

Phone support with separate numbers for general inquiries and Public Service Loan Forgiveness (PSLF)
Secure online messaging system
Live chat support

Repayment Options

MOHELA can help you understand the different federal student loan repayment plans available and choose the one that best suits your financial situation. They can also process requests to switch repayment plans if needed.

Deferment and Forbearance

If you are facing financial hardship, MOHELA can guide you through the process of applying for deferment or forbearance to temporarily postpone or reduce your loan payments.

Public Service Loan Forgiveness (PSLF)

For borrowers pursuing PSLF, MOHELA can help you track your qualifying payments towards forgiveness and guide you through the application process.

Troubleshooting and Dispute Resolution

MOHELA can assist with troubleshooting common problems with your online account or loan information. They also have processes in place for borrowers to dispute any errors they find on their loan statements.

Pending income-driven repayment plan applications in 2023.

What are the different ways to contact MOHELA customer service?

In 2023, about 25% of borrowers intended to make payments but did not do so because of servicing frictions. Often, borrowers become frustrated with the services provided by loan servicers. This is why knowing how to clearly communicate with your loan servicer is crucial.

There are multiple ways to reach MOHELA customer service:

By Phone

General Inquiries: For general questions about your federal student loans serviced by MOHELA, you can call their toll-free number: 1-888-866-4352.
Public Service Loan Forgiveness (PSLF): If your inquiry specifically relates to PSLF, a separate phone number is available: 855-265-4038.

Be aware of potential wait times, especially during peak hours.

Online Channels

Secure Online Messaging System: MOHELA offers a secure messaging system within its online portal. This allows you to send messages and receive responses electronically from customer service representatives. Availability of this feature may vary, so check their website for confirmation.
Live Chat Support: Similar to online messaging, some servicers offer live chat support where you can chat with a customer service representative in real time. Again, confirmation of live chat availability is necessary on MOHELA's website.

What is the MOHELA customer service phone number for general inquiries?

For general inquiries, you may contact 1-888-866-4352 (Toll-Free).

To inquire about Public Service Loan Forgiveness (PSLF), the contact number is 855-265-4038.

Due to high call volumes, especially for PSLF inquiries, you might experience longer wait times.

Additional Contact Options

MOHELA offers an online portal for account management and secure messaging. You can also find the mailing address on your MOHELA statements or on their official website.

Always verify the information on the official MOHELA website for the most up-to-date contact details and any changes in service hours.

What information should I have prepared before calling MOHELA customer service?

In 2023, student borrowers reported more than 3.9 million billing-related errors. This translates to roughly the same amount of instances, or more, that students had to call MOHELA customer service.

To ensure a smooth and efficient experience when calling MOHELA customer service, be ready with your account identification such as your social security number and federal student loan account number. While the representative likely won't ask for your full SSN over the phone for security reasons, having it readily available can help verify your identity.

If you have multiple loans serviced by MOHELA, having all the federal student loan account numbers will allow the representative to access the specific information you need.

In addition, be specific in your query. Are you seeking information about your loan balance, repayment options, deferment/forbearance, PSLF progress, or something else? Knowing the specific reason for your call will help the representative in providing you with the exact information or instructions.

If your inquiry relates to a specific event such as a missed payment or a recent application, having the dates on hand can be helpful.

How can I file a complaint against MOHELA?

Based on an inquiry conducted by the U.S. Senate, borrowers filed a combined total of nearly 43,000 complaints in 2023 due to issues with borrowers receiving inaccurate account information, having their monthly payments miscounted, or finding errors with their payment records.

There are several avenues you can explore if you have a complaint against MOHELA's handling of your federal student loans. Here are some options:

MOHELA Customer Service

Look for their internal process for handling complaints. Check their website for a dedicated "complaints" section or FAQs related to filing complaints. Document your issue clearly, including dates, times, details of interactions with MOHELA representatives, and any relevant reference numbers. Keep copies of emails, phone logs, and any written communication with MOHELA.

Federal Student Aid Ombudsman

Aside from ensuring that the FAFSA application form is duly accomplished, The Department of Education has an Ombudsman office dedicated to resolving borrower complaints about federal student loan servicers, including MOHELA. You can file a complaint online or by mail.

Consumer Financial Protection Bureau (CFPB)

The CFPB oversees fair lending practices and consumer protection in financial matters. You can submit a complaint regarding MOHELA's handling of your loan through the CFPB website. From July 1, 2022, through September 30, 2023, CFPB received nearly 3,000 complaints about MOHELA.

Your State Attorney General's Office

Depending on the nature of your complaint and your location, your state's Attorney General's office might be able to offer assistance or mediate the issue with MOHELA. Look for their website or contact information.

How can I dispute an error on my MOHELA loan information?

Failing to send timely billing statements and miscalculated bills are some of the errors often faced by student borrowers. In 2023, more than 280,000 borrowers received miscalculated bills from MOHELA based on CFPB data.

If you believe there is an error in your MOHELA loan information, here are the steps you can take to dispute it:

1. Gather Evidence

Clearly pinpoint the specific mistake in your loan information. This could be an incorrect balance, interest rate, repayment term, or missing payment history.
Gather any documents that support your claim. This might include loan statements, payment receipts, or correspondence with your previous loan servicer (if applicable) that show the correct information.

2. Contact MOHELA

Check the MOHELA website for a dedicated "Dispute Resolution" or "Error Correction" section.
If MOHELA offers a secure messaging system within their online portal, you can use that to communicate the error and upload any supporting documents.
You can call MOHELA's customer service line (1-888-866-4352 for general inquiries) and explain the error to a representative. Request to file a dispute and inquire about the process for submitting documentation.

3. Clearly Explain the Issue

When contacting MOHELA, clearly explain the error in your loan information. Provide specific details about the mistake and the date you discovered it. Be polite and professional in your communication.

4. Make a Follow Up

Maintain copies or case reference number of your dispute submission for your reference.
MOHELA should provide you with a specific timeframe for investigating disputes. Inquire about their expected response timeline.
If you don't hear back within a reasonable timeframe, follow up with MOHELA to check the status of your dispute.

Minimum required threshold of customer satisfaction for loan servicers

How can I create an online account with MOHELA?

Roughly half of MOHELA’s new borrowers did not set up online accounts in 2023. The process for creating an online account with MOHELA might be in flux due to the ongoing transition to the Federal Student Aid platform. It is best to verify the latest information on creating an online account directly on the MOHELA website. If MOHELA still offers an online portal, you might be able to create an account to manage your loans until the transition is completed.

The Department of Education might announce the availability of creating accounts on the Federal Student Aid platform. The Federal Student Aid website might also offer temporary options to access your loan information. If you already have an account with your previous loan servicer, avoid creating a duplicate account with MOHELA unless explicitly instructed to do so.

How Do MOHELA Loan Options Compare to Other Lenders?

When evaluating your graduate education financing, it is important to consider how MOHELA’s federal loan management and support compare with private lending alternatives. MOHELA specializes in handling federal student loans, offering services such as account management, streamlined repayment plan guidance, and dispute resolution. In contrast, private lenders may provide competitive interest rates, varied repayment terms, and tailored solutions that could better suit specific career advancement needs. Careful analysis of loan terms, customer support standards, and overall service efficiency can help you determine which option aligns best with your financial goals. For a detailed comparison of private offerings, you can discover graduate student loans.

Can MOHELA Help Improve My Financial Literacy and Budgeting Skills?

Borrowers can benefit from integrating practical financial literacy strategies into their loan management routines. Leveraging MOHELA’s online account portal allows users to analyze payment histories, assess interest accrual, and adjust repayment schedules to better align with personalized budgeting practices. Additionally, accessing targeted financial education resources further supports effective debt management. For example, consider exploring resources from online schools for adults that offer courses in personal finance and budgeting strategies.

What Advantages Do Online Graduate Programs Offer for Career and Loan Management Success?

Online graduate programs provide flexible scheduling and cost-effective alternatives that can ease financial pressure while allowing you to advance your career. These programs are designed to equip you with contemporary skills and comprehensive career services that may lead to improved earning potential, thereby enhancing your ability to manage student loan repayments. Prospective students should consider accredited institutions offering strong support networks and robust alumni relationships, as these factors can contribute to long-term financial stability. For a curated list of options, explore the easiest online graduate programs.

Is MOHELA Equipped to Support Career Transition Strategies?

Borrowers undergoing career transitions may require financial support that goes beyond traditional student loan management. Integrating career change planning with financial decision-making can be essential for long-term success. In this context, evaluating alternative funding options and educational opportunities can empower you to realign your professional trajectory while managing your loan obligations. Consider exploring graduate schemes for career changers as part of a broader strategy to access resources that support both education and career advancement. This approach can help you balance immediate loan responsibilities with strategic investments in your future skills and career growth.

Can Student Loans Cover Rent? Understanding Your Options

Managing living expenses while in school can be just as challenging as covering tuition. If you're wondering whether federal or private student loans can be used to pay for rent, the answer is yes—but there are important details to understand before allocating your loan funds.

Federal Student Loans and Rent

Federal student loans are designed to cover your Cost of Attendance (COA), which includes tuition, fees, and living expenses such as rent, utilities, and groceries. Once your school deducts tuition and fees from your loan disbursement, any remaining funds are refunded to you for personal expenses, including housing.

Tips for Using Federal Loans for Rent:

Budget carefully: Ensure you allocate enough funds for the semester to avoid running out of money midway.
Set up direct deposit: Most schools offer direct deposit for refund disbursements, making it easier to manage your rent payments.

Private Student Loans for Rent

If your federal loans don’t cover all your living expenses, private student loans can bridge the gap. Many private lenders, including Sallie Mae and College Ave, allow borrowers to use loan funds for housing costs. However, it’s crucial to review the loan terms and repayment conditions to ensure affordability.

Balancing Loan Use for Rent and Other Needs

While loans can cover rent, it's essential to borrow only what you need. Excessive borrowing can lead to significant debt post-graduation. Consider supplementing loans with part-time work or scholarships to reduce dependency on borrowed funds.

Helpful Tip: Learn more about using loans for housing in this comprehensive guide: Can you take out student loans to pay for rent? It explains how both federal and private loans can be leveraged to cover living expenses.

What Should Borrowers Understand About Financing Specialized Professional Programs?

When evaluating advanced degrees in specialized fields, borrowers should consider the unique financial demands of professional training. This includes not only tuition and fees but also additional costs such as equipment, certification, and specialized course materials. While MOHELA facilitates federal loan management, borrowers must perform a comprehensive cost analysis before committing to a specialized program. For instance, if you are exploring a career in veterinary medicine, it is vital to independently assess the full financial picture by reviewing details on how much does it cost to become a veterinarian. Understanding these factors can help ensure that your loan management strategy aligns with long-term financial planning and career goals.

How Does MOHELA Support Veteran Borrowers?

Veteran borrowers may face distinct challenges when managing federal student loans, making it essential to verify available veteran-specific benefits alongside standard servicing guidelines. MOHELA adheres to federal protocols, but borrowers with military backgrounds should proactively review repayment options and eligibility for tailored support programs. Additionally, ensure that any applicable benefits are coordinated through the proper federal channels to optimize financial outcomes. For those seeking further educational advancement with resources aligned to military experience, explore military friendly online master's programs designed to address unique career and academic needs.

Can MOHELA Help with Access to Affordable Online Education?

Borrowers managing federal loans may benefit from integrating educational advancement into their financial strategy. While MOHELA’s primary role is loan servicing, inquiries to their customer support can help clarify questions about funding options that complement further studies. Some financial advisors recommend considering flexible academic pathways during periods of financial transition to enhance career prospects. For students exploring cost-effective degree programs that align with their repayment plans, reviewing options from affordable online universities can offer a strategic pathway toward long-term financial stability.

Exploring Graduate Loan Options for Professional Growth

For those pursuing advanced degrees, including MBA programs, financing options can be a critical aspect of planning. An MBA can open doors to lucrative career opportunities, but the associated costs can be substantial. Federal student loans often provide a baseline of financial support; however, their borrowing limits might not always suffice for graduate-level expenses.

In such cases, private funding can be a viable alternative. Many lenders offer tailored solutions with competitive interest rates specifically designed for graduate students. These loan options can cover tuition, living expenses, and other educational costs. If you’re considering furthering your education in business administration, exploring an MBA loan could provide the financial support needed to achieve your professional goals.

Evaluating loan terms, repayment plans, and eligibility criteria is essential before committing to any private funding. Understanding these options can help reduce the financial uncertainties associated with an MBA and better position you for a successful career post-graduation.

Here's What Customers Have to Say About MOHELA Customer Service

Navigating student loan repayment can be stressful, but MOHELA made it easier for me. Their online platform is user-friendly, and their customer service reps were incredibly helpful when I had questions about my repayment plan. It's a huge relief to have a reliable partner in managing my student loans. Alex

I was worried about making my student loan payments on time, but MOHELA's autopay option has been a lifesaver. It's one less thing to worry about, and I even get a small interest rate reduction. Their customer service is also top-notch; they helped me resolve a billing issue quickly and efficiently. Riley

MOHELA has been instrumental in helping me understand my repayment options. Their representatives took the time to explain the different plans clearly, allowing me to choose the one that best fits my financial situation. It's reassuring to have a servicer that genuinely cares about helping borrowers succeed. Chris

Key Findings

In 2023, the Consumer Financial Protection Bureau (CFPB) reported that average call wait times to speak to a student loan servicer live representative have risen from 12 minutes in August 2023 to over 70 minutes in October 2023.
In 2023, about 25% of borrowers intended to make payments but did not do so because of servicing frictions.
Loan servicers reported more than 1.25 million pending income-driven repayment plan applications – with more than 450,000 of those applications pending for more than 30 days with no resolution.
In 2023, student borrowers reported more than 3.9 million billing-related errors.
Based on an inquiry conducted by the U.S. Senate, borrowers filed a combined total of nearly 43,000 complaints in 2023 due to issues on borrowers receiving inaccurate account information, having their monthly payments miscounted, or finding errors with their payment records.

How Does MOHELA Compare with Other College Loan Companies?

MOHELA’s focus on federal student loan management emphasizes a structured, transparent approach to repayment options and dispute resolution. Unlike some private institutions, MOHELA adheres strictly to federal guidelines and regulatory requirements, which can result in more uniform practices but may also lead to longer response times during peak periods. In contrast, many college loan companies offer competitive interest rates and diverse product features designed to cater to borrowers seeking customized financial solutions. Evaluating MOHELA alongside these alternative options can assist borrowers in choosing a servicer that aligns with their specific needs in terms of digital support, service efficiency, and overall customer experience.

Are MOHELA’s Data Security and Privacy Practices Up to Par?

MOHELA adheres to federal guidelines by implementing secure authentication protocols and encrypted online transactions to protect borrower information. Users are advised to routinely monitor their account activity, update passwords, and verify website security indicators before entering any sensitive data. It is important to review MOHELA’s privacy policies for details on data handling and sharing practices. For a broader perspective on selecting institutions that prioritize robust security measures and educational integrity, consider exploring our guide on accredited online non-profit universities.

Other Things You Need to Know About MOHELA Customer Service

What does a federal loan servicer do?

Federal loan servicers are the main point of contact for students with federal loans. They manage your account, collect your monthly payment, and offer repayment options. They answer your questions about your loans, explain billing statements, and guide you through various loan management processes.

They process your loan payments, ensuring they are received and credited to your account on time. You can access your loan information, track your payment history, and update your contact details through your servicer's online portal or by contacting them directly.

Loan servicers can help you understand and choose the best repayment plan based on your financial situation. They can also process requests for deferment or forbearance if you're facing temporary financial hardship. For programs like Public Service Loan Forgiveness (PSLF), your servicer can help you track qualifying payments and navigate the application process.

What is the MOHELA service transfer?

The MOHELA service transfer refers to the ongoing process where the U.S. Department of Education is transitioning the servicing of a large number of federal student loans to MOHELA. This means that if you previously had a different servicer handle your federal student loans, they might now be serviced by MOHELA.

Here are the key points about the MOHELA service transfer:

This is not a sudden switch. The Department of Education is transferring loan servicing to MOHELA in phases.
If your loans are being transferred to MOHELA, you will receive notification from both your previous servicer and MOHELA informing you about the transfer date and what to expect.
Once the transfer is complete, you will need to create an account or log in to the MOHELA online portal to manage your loans.
MOHELA is responsible for ensuring your loan information and payment history are transferred accurately.
During the transition period, there might be temporary interruptions in online access or functionalities. Be patient and rely on the official MOHELA website or communication for updates.

It is important to note that there is further development on the horizon. The Department of Education is also working on a centralized platform to manage all federal student loans. In the future, MOHELA's servicing functions might eventually be fully integrated into this platform.

How can students prepare for the service transfer?

Here are some ways students can prepare for the MOHELA service transfer:

Stay Informed

Be on the lookout for official notifications from your current loan servicer and MOHELA regarding the transfer date and any specific instructions. Regularly check the MOHELA website for updates and information specific to the transfer process. The Department of Education's Federal Student Aid website might also have information about the transfer. Keep an eye on updates here as well.

Proactive Account Management

Before the transfer, gather all important documents related to your federal student loans. This includes loan account numbers, interest rates, repayment terms, and any past loan statements. Keep them in a safe and accessible location.

Ensure your contact information is up-to-date with your current servicer. This will help ensure you receive important information about the transfer.

Why is MOHELA transitioning to a new online account platform?

The Department of Education is aiming to consolidate federal student loan servicing with fewer servicers, potentially leading to increased efficiency and improved borrower experience. This could streamline loan management and offer a consistent user experience for all borrowers regardless of their servicer.

This transition involves a two-part process:

MOHELA Service Transfer: This refers to the U.S. Department of Education transitioning the servicing of federal student loans to MOHELA.

MOHELA Platform Transition: This is a separate transition within MOHELA itself, where they are migrating their existing online account platform to a new system hosted by the Department of Education.

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