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

MOHELA is one of nine federal student loan servicers that manage loans.

Anna HelhoskiJune 16, 2020

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Student Loan Relief Guide

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MOHELA is one of nine companies that service federal student loans by collecting and tracking payments. MOHELA, or the Missouri Higher Education Loan Authority, is a nonprofit company and services both federal and private student loans. 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%.

  • 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.

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?

Loans are sometimes transferred from one servicer to another by the Department of Education.

You’ll be notified if this happens, and you’ll manage payments with the new servicer. All servicers deliver the same options and programs, but customer service may differ from one to another.

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 contact number: 1-888-866-4352

MOHELA hours of operation: Monday - Thursday 7 a.m. - 9 p.m. CT and 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 Ombudsman. It’s the servicer’s highest customer service office. Complete a formal request via pdf and send by fax to: 1-866-222-7060 or mail to:

MOHELA Ombudsman

633 Spirit Drive

Chesterfield, MO 63005

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. Complete all information on the Ombudsman Information Checklist before contacting. When you’re ready to reach out, here’s how to get in touch:

Phone: 877-557-2575

By mail: U.S. Department of Education

FSA Ombudsman Group

P.O. Box 1843

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 nine federal student loan servicers

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

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