Consumer complaint received 2023-07-26
Company: MOHELA
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I applied for the temporary PSLF waiver and my loan was transferred to Mohela. I received a letter in XX/XX/XXXX that my loan was forgiven. I also received a refund in XX/XX/XXXX for one payment ; however, I was owed a refund for a total of 9 overpayments and not just one. I have contacted Mohela 8 times since XX/XX/XXXX to inquire about the additional refund. Please see below for dates contacted, agents I spoke with, times of phone calls, and notes from call. I have spent a minimum of 12 hours on the phone with an agent or on hold, with numerous calls being disconnected. Although agents inquire if they can call you back if the call is disconnected, I have never received a return phone call. In the twelve hours on the phone, I have lost almost two days of paid work. My case is still not resolved. 

1 ) XX/XX/XXXX and spoke with XXXX at XXXX Central Time - XXXX confirmed the loan discharge date. Per XXXXXXXX XXXX instructions, I uploaded screenshots of my overpayments to my Mohela account. I was informed my case would take two weeks to resolve. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central TimXXXX XXXX XXXX confirmed my XX/XX/XXXX phone call and stated my case was currently being dealt with and that it would take another 5-7 business days to resolve. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX confirmed previous phone calls and could not locate any information on the status of the additional refund. He stated that Mohela was " backed up '' and my case had not been assigned to an agent. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central time - confirmed previous phone calls and got permission from Assist to transfer me to Escalation. After a 60-minute wait time, Escalation never answer the phone. The total length of this phone call was 85 minutes with no resolution. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time XXXX XXXX, who was in training, confirmed previous phone calls. She received permission from Assist to transfer me to Escalation. After a 51-minute wait time, my call was disconnected. The total length of this phone call was 95 minutes. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX offered to check on wait time for Escalation, and returned stating it was two hours. She recommended I call first thing in the morning when Mohela opened on XXXX XXXX to avoid a wait time. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX confirmed previous phone calls and got permission from Assist to transfer me to Escalation. An agent from Escalation picked up almost immediately. 
XXXX ) XX/XX/XXXX, spoke with XXXX starting at XXXX Central Time. 
- XXXX from Escalation took information about my case. After a lengthy process and much hold time, she confirmed my overpayments. XXXX was supposed to enter a request for a refund into the system, and our call was disconnected at XXXX Central Time. Although she had inquired if she could return my phone call in case of being disconnected, I received no return phone call. The total length of time for the conversation with XXXX was approximately 90 minutes. 
XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX was in training. She received permission from

Assist to transfer me to Escalation. At the time of writing this complaint, I have been on hold form 40 minutes and no one from Escalation is answering. The total time of the phone call has thus far been 60 minutes, and still with no resolution. After 3 months, 12 hours on the phone with various Mohela agents, and misinform
ation from different Mohela agents regarding whether my case was assigned to agent and time to resolution, my case is not resolved and it appears I am still owed a rather hefty refund. I can not help but think this is by design to discourage student loan borrowers from seeking full refunds.

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