Consumer complaint received 2025-04-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: PA

Complaint narrative:
After a year of ineptitude  and bad information provided by MOHELA my students loans were forgiven through XXXX. I received notice the loans were forgiven as of XXXX. The same notices identified a refund due of {$500.00} ( as I was bullied into overpaying on the loans due to MOHELA and XXXX 's inability to process documentation in a timely manner ). My MOHELA account demonstrates a refund as of XXXX. 

On XXXX I spoke to MOHELA representative XXXX who stated that the refund request was process on XXXX and that they take approximately XXXX business days to receive. I waited additional time for the complete XXXX business days to pass. 

On XXXX I contacted MOHELA again as I still had not received my refund. On XXXX MOHELA representative " XXXX  '' confirmed the refund request was processed on XXXX. I asked to speak with a supervisor since it had been over XXXX business days and I still had not received my refund. I was passed to " resolution specialist/supervisor '' XXXX who stated that the refund request HAD NOT BEEN PROCESSED on XXXX. XXXX proceeded to process the refund request and sent an email to her management department to escalate the request but still had no time frame of when I could expect the refund except for the XXXX business days. I requested to speak with a manager who could explain why the request was NOT processed in XX/XX/year> and why I was given fraudulent information on two separate occasions by two different representatives. XXXX stated " no manager is available to speak with customers, that a call back request had to be submitted ( and there is no time frame when one could expect to receive a call back ). XXXX put in the call back request providing a case # XXXX. As of this filing I have not received a call back from a manager regarding this issue ( XXXX ). In XXXX I also filed a complaint with XXXX XXXX group, case # XXXX. 

On XXXX I contacted Congresswoman XXXX XXXX 's office, as they attempted to provide assistance with my previous issues with MOHELA ; however, they deflected any ability to assist with the matter stating " they can not do anything more than I am doing with contacting MOHELA or XXXX XXXX XXXXXXXX and their response times from these agencies are the same as mine. '' They did offer to share my situation with a supervisor in the office who had to call me back. I still have not received a call back as of this filing. 

On XXXX I contacted the XXXX XXXX XXXX and XXXX XXXX, whose number I had received from a previous issue with MOHELA. XXXX stated her office only speaks to legislative offices but any representative or congress person 's office can contact her office for assistance and that I should contact XXXX XXXX  office for assistance. XXXX provided the XXXX  XXXX number of XXXX. 

On XXXX I call XXXX XXXX  office and spoke to " XXXX '' who stated she could not provide any assistance with expediting my refund as that is a provider issue and XXXX does not deal with refund issues. XXXX offered to transfer me to the XXXX department for clarification. XXXX transferred me to " XXXX '' who restated what XXXX had said, XXXX does not have anything to do with refunds. I asked to speak with a supervisor and XXXX stated there are no supervisors available and suggested to file a complaint with MOHELA. 

On XXXX I called MOHELA again to follow up on the call back from a manager. Resolution specialist/supervisor " XXXX '' stated the request for refund has been processed and there is nothing that anyone can do except wait. I informed XXXX I had a request in to speak with a manager and again was told no manager is available to speak with customers. 

MOEHLA and XXXX are out of compliance in failing to provide my over payment refund within the time frame stated. They have NO ACCOUNTABILITY. As a student loan borrower who complied with my payment schedule for XXXX years I should be able to speak to someone who can take action to expedite MY REFUND.

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