Consumer complaint received 2023-05-04
Company: MOHELA
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
To Whom it May Concern : I am writing this letter regarding my experience with Mohela and the handling of my refund request for payments made towards my federal student loans since XX/XX/XXXX. 
I had previously made payments to fed loan servicing before my loans were transferred to Mohela. This transfer has proven to be less than smooth. 
All the way back on XX/XX/XXXX, I made a call to Mohela and requested a refund of ALL payments made towards my federal student loans since XX/XX/XXXX. The representative I spoke with at this time ONLY submitted a request for payments made to Mohela AFTER my loans from fed loan servicing were transferred, a sum totaling approximately {$4000.00} Of note, I received a refund for payments made to MOHELA, not fed loan servicing on XX/XX/XXXX. It was a total of 4 checks that were direct deposited on XX/XX/XXXX totaling roughly {$4000.00}. After these payments were received, I was under the assumption that a much larger refund was on its way to me. 
After calling multiple times and being told to " be patient '' I called Mohela back again to determine where the rest of my refund was. Only this time to be told the first person I spoke with in XX/XX/XXXX didn't officially submit my request to my previous loan servicer, fed loan servicing. 
After much discussion, on XX/XX/XXXX, the " official '' request was sent. Where this request was sent or who received it is not known to me. I didn't receive an email, text, letter, or anything stating the request has indeed been confirmed as submitted. 
Once again, multiple calls made during the month of XXXX and XXXX. Quite a bit of finger pointing from Mohela stating there is nothing more that they can do for me. Be patient. 
After another call to Mohela on XX/XX/XXXX, I found out that another request had been made on XX/XX/XXXX, for a refund of all my payments made since XX/XX/XXXX. This resulted in a balance increase of {$30000.00} on my Mohela account. This number was given to me by a representative at Mohela. 
I completely understand that my balance was set to increase on my Mohela account. However as of the date of this letter, XX/XX/XXXX, I have not seen that {$30000.00} amount refunded to me. No checks, no direct deposit. Nothing. 
I have spent many hours in total on the phone Mohela, The Department of Education or The Department of the Treasury. I have sent messages to Mohela as well. I have been told by Mohela that it is the department of the educations responsibility to send me the refund. I have been told by the department of education that it is Mohelas responsibility. I have been told by the treasury that they only show the refunds that were sent to me in XX/XX/XXXX. There is no coordination between the entities that I can see, and this has gotten out of control. At this point in the process, I am unsure how to proceed in getting this substantial amount of money sent back to me. Below are screen shots of the messages that I sent to Mohela, and their response back to me. 
So now, 181 calendar days after the initial call to Mohela I still do not have my full refund. Any help in getting this matter settled would be greatly appreciated. Thank you for your time.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief