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

MOHELA is a federal student loan servicer that manage loans and PSLF applications.
Eliza Haverstock
Anna Helhoski
By Anna Helhoski and  Eliza Haverstock 
Updated
Edited by Des Toups

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Editor's note: Updated Oct. 30, 2023 to include news of MOHELA mishandling student loan billing statements.

MOHELA is one of several companies servicing federal student loans by collecting and tracking payments. Also called the Higher Education Loan Authority of the State of Missouri, it's a nonprofit servicer that manages both federal and private student loans.

As of November 2022, MOHELA is the sole servicer for borrowers enrolling in Public Service Loan Forgiveness (PSLF) and the TEACH Grant Program. Transfers of these programs from now-defunct FedLoan Servicing to MOHELA began in July 2022.

On Oct. 30, 2023, the Education Department announced it directed MOHELA to place some borrowers into an automatic forbearance after the servicer failed to send out timely billing statements. Borrowers affected by late billing statements will have their payments paused, interest-free, until MOHELA resolves the situation. Any months spent in this forbearance will also count towards Income-Driven Repayment forgiveness and PSLF.

If MOHELA is your federal student loan servicer, here’s what it can help you do.

  • Register for online access to your account. Once you have access you can contact MOHELA, access your monthly billing statements and pay bills.

  • Enroll in autopay. MOHELA can deduct your payments automatically from your bank account. Signing up for autopay will reduce your interest by 0.25 percentage point.

  • Sign up for income-driven repayment. You can request income-driven repayment, which limits your student loan payments to a percentage of your income, by completing a paper form with MOHELA. (You can apply online on studentaid.gov and then recertify your income each year online as well.)

  • Process deferment and forbearance requests. MOHELA can help you temporarily stop making payments or reduce your payment amount if you qualify. This helps you stay in good standing to avoid default. But during any periods of deferment or forbearance, interest can continue to build.

  • Process monthly payments and extra payments. MOHELA will track and collect your payments. If you want to make additional payments, you can instruct MOHELA (online, by phone or by mail) to apply extra payments to your current balance. Otherwise, it may apply the additional amount to next month’s payment instead.

  • Process applications for Public Service Loan Forgiveness. MOHELA is the only federal loan servicer that handles PSLF applications, including processing employment certification forms. You can submit your forms annually and apply for forgiveness once you've made 120 qualifying payments while working for an eligible employer.

Your loan servicer is assigned by the U.S. Department of Education when your loan is disbursed to your college for the first time. The name of the company sending you a federal loan bill every month is your servicer. If your loan payments haven’t begun or you’re not sure which company is your servicer, log in to My Federal Student Aid to find out. You can also get in touch with any of the loan servicer contact centers by calling 1-800-4-FED-AID.

Servicers are there to help you, but they may offer choices that are best for the company, not the borrower. That means they can’t change how payments are processed and may not suggest the most beneficial repayment option for you. It’s most important to know your repayment options so you can know the right questions to ask.

Am I stuck with MOHELA until my loans are paid off?

It's possible that your loans will change servicers. Loans are sometimes transferred from one servicer to another by the Department of Education. If the government transfers your loans to another servicer, both your current and new servicer will notify you.

To prepare for a smooth transition, do the following:

  • Download and save your payment history from your online account or request a copy from your servicer.

  • Update your contact information with your most recent address, phone number and email address.

After a transfer, you’ll manage payments with the new servicer. Most servicers deliver the same options and programs, but MOHELA is the only servicer that manages PSLF applications and loan repayment. If you enroll in the PSLF program, your federal student loans will be moved to MOHELA.

Otherwise, you are likely to remain with MOHELA unless you act to switch servicers. Use this tool to find out what might work for you.

How to reach MOHELA customer service

MOHELA phone numbers:

  • For Direct Loans and FFELP loan servicing: 1-888-866-4352.

  • For PSLF: 855-265-4038.

MOHELA hours of operation: Monday - Thursday 7 a.m. - 9 p.m. CT; Friday 7 a.m. - 5 p.m. CT.

MOHELA address for loan payments: All payment addresses depend on your location. Login to your MOHELA account or call for the correct address.

MOHELA address for general correspondence:

MOHELA 633 Spirit Drive Chesterfield, MO 63005-1243

MOHELA website: mohela.com

MOHELA social channels: MOHELA Facebook & MOHELA Twitter

How to complain about MOHELA

If you’re having difficulty with MOHELA that you have been unable to resolve, start by filing a complaint directly with the MOHELA's customer service department.

If your issue goes unresolved, you can also make complaints about MOHELA to:

Make sure to keep records of conversations you have, including the day, time and customer service representative you spoke with. Keep copies of any letters, bills or emails about your account.

How to settle a dispute with MOHELA

If a complaint doesn’t help, you can contact the Federal Student Aid Ombudsman Group. This method should be used only as a last resort, says the federal student aid office. When you’re ready to reach out, here’s how to get in touch:

Phone: 1-877-557-2575

By mail: U.S. Department of Education

FSA Ombudsman Group

P.O. Box 1854

Monticello, KY 42633

You can also reach out to a student loan nonprofit such as The Institute of Student Loan Advisors, which provides free dispute resolution.

The federal student loan servicers

Learn more about each of the federal loan servicers, including what they can do and how to contact.

Aidvantage (took over Navient portfolio)

Edfinancial Services (took over GSMR portfolio)

American Education Services manages only FFEL Program debt.

Default Resolution Group services only federal student loans in default.

Heartland ECSI is a servicer for borrowers with federal Perkins loans.

FedLoan Servicing is no longer active.

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