Consumer complaint received 2023-12-14
Company: MOHELA
State: MI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
First of all let me tell you what happened in the beginning. Back in XXXX, I received the email stating that some or all of my loans were eligible for IDR account adjustment forgiveness. I need to opt out of ONE and only ONE of my loans so that I could consolidate it with my Parent Plus Loans. Instead of doing as I asked, Mohela opted me out of ALL of my loans! 

So after literally months of issues dealing with that- they finally got it correct and my loans from my letter in XXXX were actually forgiven in XXXX ( a full month later than they should have been! ). My Mohela account still shows one of those loans in repayment with a monthly payment of over $ XXXX - and that is also what is showing on my credit report. It's been XXXX  months and still sitting in repayment??? WHY??? No one can tell me. I've asked multiple times about the refund for the overpayment of these loans- only to be told things like - you won't get a refund, it will be applied to your current loan?? BETTER NOT BE! Oh, so you would like it refunded? YES I WOULD Ok, I'll note your account. Wait a few weeks call back - go through the same thing - but ask why am I having to make payments on this new loan when it should be forgiven now also? Oh we have to wait for the dept of ed to tell us. me - ok, but can we put it in XXXX No have to wait for dept of ed. So I just make payments that I know I am going to have to wait months to be refunded - yeah that is kinda silly YOU THINK?? UUGGH The last three business days, I have been on the phone with Mohela for over 16 hours. Most of that time on hold waiting to speak with a supervisor because I actually know more about my account status than the 'I 'm in training ' people do! 
So I have been told my refund has been requested. Your refund request was cancelled. I'll open an investigation, wait ten business days for accounting to respond. STILL WAITING - it was submitted on XX/XX/28! You have two refund requests. You don't get a refund. It's up to the dept of treasury. It's up to the dept of ed. We don't have anything to do with the refunds. It takes ninety days from the date of forgiveness. IT'S BEEN MORE THAN NINETY DAYS AND YOU HAVEN'T EVEN REQUESTED IT FROM THE DEPT OF TREASURY. 

Seriously what do I have to do to get the refund for my overpayments?? Why is this so hard? Why can't I actually speak to ANYONE at Mohela that knows ANYTHING? I am once again on hold as I type this, waiting for the person in 'training ' to get 'permission ' to transfer me to the supervisor queue... so far this call has been 50 minutes and I'm not even in the right queue yet! Why do I not get the call back option? Why do I get disconnected all the time? So now at XXXX XXXX, I get sent to the correct queue and they are only open for one more hour and the in training rep tells me the wait time is one to one and half hours! This is ridiculous! 

Lastly, why do I have to listen to the XXXX XXXX at the beginning of the call stating that payments will restart in XXXX -two months past that already!

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