Consumer complaint received 2024-08-20 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: AZ

Complaint narrative:
MOHELA Failure to process refund for improper billing as instructed by the U.S. Department of Education : I submitted refund request on XX/XX/XXXXXXXX  ( both verbally and in writing ) for refund for payments totaling {$3000.00} made during XXXX - XX/XX/XXXXXXXX  administrative forbearance period as instructed by Education Department for MOHELA 's failure to send bills to borrowers at least 21 days before the payment due date. MOHELA provided notification email on XX/XX/XXXXXXXX  that any payments during the XXXX - XX/XX/XXXXXXXX  administrative forbearance period they would have to refund, if requested, as result of failure to provide for XX/XX/XXXXXXXX  billing statement at least 21 days before the payment due date. ( Documentation attached ). I was advised at time of my request on XX/XX/XXXX, it would take 5-10 business days for update from MOHELA 's accounting team regarding processing of the refund. It is now into month 6, MOHELA 's response to this 2nd CFPB complaint will come in XXXX or XX/XX/XXXX, and MOHELA has STILL failed to process this refund request. 

We are now in month 6 of MOHELA 's accounting team failing to process this refund request. MOHELA lied ( shocker ) in its " previous CFPB response XXXX to my previous complaint that this would be " escalated '' over 2 months ago. This was verified in my contact to a MOHELA supervisor XXXX where she confirmed " nothing was escalated '' and " this should have been processed by MOHELA a long ago ''. This supervisor indicated she would " escalate again '' ( apparently ) and I would hear back in 5-7 business days. Of course, I heard nothing back as it was just one of the many call deflections and made up timelines MOHELA likes to incorporate. MOHELA likes to hide behind the " we can't control U.S. Treasury department 's processing time ''. What MOHELA *CAN* control is their own complete failure to process this refund now in month 6 after my initial XXXX request. This is a matter of MOHELA failing to process the refund, call deflection and lying & deceiving over and over again. 

MOHELA has confirmed, now in month 6 after my initial XXXX refund request, that MOHELA themselves has failed to process this refund request. It is now beyond any of their made up timelines. I don't want the apologies. I don't want umpteenth " escalation ''. I don't want another made up timeline. I want my money that MOHELA is holding onto. MOHELA has continually misled, lied to, and failed to process refunds & applications for myself and borrowers. This is *NOT* a matter of the U.S Treasury Department not issuing my refund. It is well beyond any of MOHELA 's made up 5 day, 7 day, 60 business day, 90 business day timelines. This *IS* a matter of MOHELA failing to process my refund request now in month 6 after my initial XXXX request. Any and all MOHELA responses to this beyond " your refund has been processed '' will be rejected & added to the laundry list of documented lies & deceptions MOHELA has provided to myself and borrowers.

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