Consumer complaint received 2024-04-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: KY

Complaint narrative:
My student loans were transferred to MOHELA in XXXX when I applied for TPSLF through Federal Student Aid. As of today, there remains a negative balance of {$19000.00} in my account, as has been the case since I have created an account with MOHELA. This negative balance is a credit balance that I should have received after my loans were discharged in XX/XX/XXXX. I keep getting the runaround from customer service at MOHELA about my missing refund. 

Here is a brief timeline : XXXX XXXX, XXXX Letter from MOHELA confirming student loan discharge / forgiveness XXXX XXXX, XXXX Letter from President Biden confirming loan discharge / forgiveness XXXX XXXX- As I began preparing XXXX taxes, I logged into MOHELA for tax information. XXXX loan showed a XXXX balance and the other loan showed a negative balance- {$19000.00}. As I did not see any tax documents to download and print, I decide to call MOHELA. 

XXXX XXXX, XXXX XXXX took my call and stated that I am owed a refund of {$19000.00} due to the one-time IDR adjustment that discharged my student loans in XXXX. XXXX. She could not offer any further details but stated she could transfer me to a senior MOHELA rep who could help me. This senior rep, XXXX, also confirmed my credit balance of {$19000.00}, and also stated that the in-house review was all updated, had been reported to the Dept. of Ed. and the US Treasury, and the only step left was me receiving my check for {$19000.00} from the US Treasury. 

XXXX XXXX, XXXX XXXX took my call regarding my discharged loans and PLSF payments and confirmed my refund of {$19000.00}. She further stated that my account went to in-house review on XXXX XXXX, XXXX, was discharged on XXXX XXXX, XXXX, and that I should expect my refund of {$19000.00} in about XXXX  days, on or around XXXX XXXX XXXX XXXX XXXX XXXX  took my call and confirmed a credit balance of {$19000.00} on my account, stating this is a refund due to me because of the one-time IDR adjustment. She expressed confusion as to why I had not yet received the refund, stating that I should have received it in XXXX. She contacted the accounting department and told me to allow them approximately XXXX  days to determine where my refund is. 

XXXX XXXX, XXXX XXXX took my call regarding missing payments on my PLSF tracker. She did not have any information about the PSLF tracker, but she did offer to try and track down my refund of {$19000.00}. She stated that a ticket opened XXXX XXXX, XXXX ( lining up with what XXXX said she had done on XXXX XXXX, XXXX ) and that MOHELA needed XXXX more week to complete the ticket. She then stated that MOHELA would contact me in XXXX week with an update. 

XXXX XXXX XXXX XXXX took my call and confirmed my refund amount of {$19000.00}. She offered to transfer me to a senior MOHELA rep. XXXX answered this transferred call, confirmed my refund of {$19000.00}, stated she could not find what she termed a transaction number and informed me that she was filing a request for research. I received a letter dated to XXXX. XXXX, XXXX, stating that my loans were discharged on XXXX XXXX, XXXX, and that my MOHELA account # XXXX shows a credit balance of {$19000.00}, and that this is a refund and that refunds come from the US Treasury within XXXX  days. 

XXXX XXXX XXXX XXXX  took my call and in short, this was the first conversation I had with someone at MOHELA that truly confused me I am still not sure what XXXX meant by much of what she said. 

XXXX XXXX XXXX XXXX took my call, confirmed my refund amount of {$19000.00}, and added that there was a request pending from XXXX XXXX XXXX, and offered to transfer me to a senior MOHELA rep. After I agreed, I was on hold for XXXX XXXX XXXX XXXX XXXX before the call was disconnected from MOHELAs end. 

XXXX XXXX XXXX XXXX took my call and confirmed my refund amount of {$19000.00}. She stated that a refund request of XXXX XXXX XXXX was still processing in accounting and offered to transfer me to a senior MOHELA rep. After again waiting on hold for XXXX XXXX XXXX XXXX XXXX, once again my call was disconnected from MOHELAs end. 

XXXX XXXX XXXX XXXX took my call and noted that my account was open, and then expressed confusion as to the {$19000.00}. She said that was my loan amount that I was paying on, and when I said, no, this was the refund due me from the one-time IDR adjustment waiver, she offered to transfer me to a senior MOHELA rep , to which I agreed. When I confirmed my cell number, the call was disconnected, once again from MOHELA 's end.

At this point, I think I have waited long enough. My loans were discharged in XXXX XXXX XXXX  and I should have received this refund many months ago. I can not seem to get answer from anyone. So I am submitting this formal complaint to every entity I can think of to get some assistance.

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