MOHELA Customer Service: How to Contact, What to Include, and Escalation Paths

Contents

1 MOHELA Customer Service: How to Contact, What to Include, and Escalation Paths

Overview of MOHELA customer-service channels

MOHELA (Missouri Higher Education Loan Authority) services millions of federal and private student loans in the United States and operates a multi-channel customer-service model built around secure online access. The single most reliable source of current contact information is MOHELA’s official website (https://www.mohela.com). That site hosts secure account login, a message center for existing borrowers, and an up-to-date “Contact Us” page with phone menus, hours, and mailing addresses specific to loan type and servicer function.

Because student loan servicing rules, program names, and routing change periodically, many borrowers find that using the secure message feature in their MOHELA online account yields the fastest, documented response. MOHELA typically routes requests by topic (billing, consolidation, income-driven repayment, Public Service Loan Forgiveness (PSLF) help, etc.), which accelerates assignment to the correct specialist and preserves an audit trail you can reference later.

Primary ways to reach MOHELA and when to use each

Use the secure Message Center inside your MOHELA online account for account-specific inquiries, document upload requests, payment plan changes, or to request written confirmation. A secure message creates a paper trail tied to your account number and is preferred for anything requiring account verification (income-driven repayment paperwork, deferment/forbearance applications, payoff quotes).

If your issue is time-sensitive—for example, a payment posted incorrectly the same day you have a hold or urgent administrative deadline—phone contact is appropriate. MOHELA lists its telephone numbers and hours on mohela.com; check the site for the number for federal versus private loans and for specialized departments (PSLF help, rehabilitation, or claim resolution). Avoid sending sensitive personally identifiable information (full Social Security number) via regular email; use secure portals instead.

What to include in any customer-service message

When you compose a secure message, phone inquiry, or written letter, include concise but complete identifying and contextual details so the representative can act without a lengthy back-and-forth. Below is a compact checklist of the exact items that materially speed resolution.

Loan account number(s) and full name on the account; include any former names if you’ve changed names since origination.

Borrower contact info (current mailing address, email, and daytime phone number); include best times to call and preferred contact method.

Specific request and required outcome—e.g., “Please provide a payoff quote valid through [date] for loan X with interest capitalization included,” or “Request income-driven repayment recertification dated [date].”

Relevant dates and amounts (date of payment, payment method, check number, last four of SSN for verification if requested) and attachments (PDF of paystubs, award letters, or court documents).

Reference numbers from prior interactions (case ID, secure message ID) and whether you’ve escalated the issue previously.

Sample message templates and practical phrasing

Professional, focused phrasing gets faster results. Use a clear subject line, e.g., “Payoff quote request — Account 12345678 — needs payoff through 09/30/2025.” Begin the message with a 1–2 sentence summary of the purpose, then put supporting details in bullet-like lines so the reviewer can scan quickly.

Example short body (for a secure message): “I am requesting a full payoff quote for loan account 12345678 that includes daily interest through the payoff date. I made an electronic payment on 04/15/2025 of $250 that has not been posted. Please confirm receipt and provide a payoff figure valid through 05/01/2025. Attached: bank confirmation (PDF). Contact: [phone] between 9am–12pm CDT.” This format reduces follow-up questions and speeds documented resolution.

Response timelines, documentation, and escalation

Typical acknowledgement and response times vary: expect an initial acknowledgement within 2–10 business days after submitting a secure message and a substantive response or requested action in 5–15 business days for routine requests. Complex issues, billing disputes, or third-party verifications can take 30–45 calendar days to fully resolve, particularly if you’ve disputed a credit reporting item (Credit Reporting investigation timelines commonly span 30–45 days under federal rules).

If you do not receive satisfactory resolution, escalate using these formal complaint channels. Document every contact (date, representative name, case number) and keep digital copies of all attachments and confirmations. Below are high-value escalation contacts useful when a servicer-level resolution is delayed or incomplete.

Federal Student Aid (U.S. Department of Education) — phone: 1-800-4-FED-AID (1-800-433-3243); website: https://studentaid.gov — use for federal loan policy issues and PSLF certification guidance.

Consumer Financial Protection Bureau (CFPB) — phone: 855-411-2372; website: https://www.consumerfinance.gov — file a complaint when a servicer fails to resolve billing or servicing issues; CFPB generally routes complaints to servicers and tracks responses.

State Attorney General or state banking regulator — use for local consumer protection statutes or to report unfair servicing practices; find your state office via usa.gov/state-attorney-general.

Practical final tips

Always use the MOHELA secure portal when provided, keep copies of everything, set calendar reminders for follow-up dates (30, 60, 90 days), and request written confirmation for any agreed changes to payment plan, forgiveness certification, or default rehabilitation terms. If you’re dealing with PSLF or loan consolidation, keep copies of employer certification forms and MOHELA correspondence for your records.

When in doubt, visit https://www.mohela.com and use the account login to send a secure message. If you need outside assistance, start with Federal Student Aid or the CFPB; both agencies publish timelines and your complaint will create an official record that often expedites servicer action.