Consumer complaint received 2024-12-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: CO

Complaint narrative:
On XX/XX/XXXX I contacted XXXX and had representative XXXX wait on hold with me to connect with MOHELA representative XXXX to discuss disputes for my XX/XX/XXXX payment to MOHELA ( MOHELA Case # XXXX Agent ID XXXX for XX/XX/XXXX MOHELA reimbursement {$XXXX} ) and XXXX 's communication to me that I also am to expect a FSA dispute to be created to be provided a reimbursement for my XXXX and XX/XX/XXXX payments made to MOHELA ( FSA feedback case # XXXX ; XXXX and XX/XX/XXXX payments in total of {$600.00} ). As of my XX/XX/XXXX outreach to both FSA and MOHELA these cases are pending and I have not received any of the reimbursements in the total of {$XXXX}. 

Below is my documentation on my outreach to FSA and MOHELA representatives XX/XX/XXXX and XX/XX/XXXX to follow up on Reimbursement Disputes : XX/XX/XXXX call to XXXX XXXX Customer Service XXXX Representative : XXXX -Charged {$XXXX} on XX/XX/XXXXXXXX XXXX ended call when requesting to talk to supervisor XXXX  receive contact information for complaint XX/XX/XXXX Call back to FSA at XXXX ; XXXX Representative : XXXX XXXXComplaint Department - online on student aid dot gov, no number or contact information XXXX ( XXXX ) XXXX -Placed in call cue to talk with supervisors - XXXX FSA Representative XXXX : XXXX XXXX reported different customer service XXXX XXXX XXXX, XXXX, XXXX levels -XXXX reported that MOHELA was told all payments should be paused XXXX and XXXX for administrative forbearance, internally US Department of Education reported no payments should be taken from students and the {$XXXX} or non payments would apply to PSLF, then XX/XX/XXXX letters went out to state new information. 
XXXX XXXX XXXX - states Administrative hold for XXXX and XXXX due to transition from MOHELA to studentaid.gov, FSA was communicated loan payments were to be on hold {$XXXX} payments, I made payments XXXX ( {$XXXX} ) and XXXX ( {$300.00} ), XXXX brought up with her management to dispute XXXX and XXXX payments FSA case # XXXX During this call with XXXX from FSA, I called with XXXX on the line to MOHELA customer service. 

MOHELA XXXX MOHELA Representative : XXXX XXXX to XXXX XXXX Department Representative : Dane XXXX Confirm XX/XX/XXXX payment -- Can not see XXXX communications -- XXXX XXXX MOHELA start their process for reimbursement of XX/XX/XXXX payment, ( As of XX/XX/XXXX MOHELA has not provided this reimbursement and states it is still under review ) -Dane transfer to MOHELA XXXX XXXX MOHELA Resolution Team Supervisor : XXXX XXXX for account information again, address this system concern -Review call notes from XX/XX/XXXX -Confirm XXXX MOHELA XXXX XXXX from XX/XX/XXXX letter -Will submit refund on their end - Refunded case # XXXX Refund request ID XXXX, processing up to 23 days+ ( As of XX/XX/XXXX MOHELA has not provided this XX/XX/XXXX {$XXXX} reimbursement and states it is still under review ) -Email to management and supervisors to discuss with representatives if needed regarding systems and inconsistent response -Next payment?? Administrative Forbearance until XX/XX/XXXX, Next Due Date XX/XX/XXXX -On call with both XXXX XXXX MOHELA and XXXX XXXX XXXX XXXX XXXX XXXX to XXXX that she was placing a FSA Dispute case # XXXX to have MOHELA reimburse my XXXX and XXXX payments in the total of ( {$600.00} ; As of XX/XX/XXXX MOHELA has not provided this XXXX and XX/XX/XXXX {$600.00} reimbursement and MoHELA states they have never received a dispute for the XXXX and XXXX payment reimbursement from FSA case # XXXX provided to me by XXXX XXXX XXXX Aid Representative on XX/XX/XXXX - he stated this case is under investigation and my only option was to call MOHELA - MOHELA Advanced Representatives XXXX and XXXX XXXX stated they have never received this dispute from FSA and couldn't review calls prior to XX/XX/XXXX when I referenced my XX/XX/XXXX call to MOHELA XXXX XXXX XXXX XXXX XXXX XXXX who did inform MOHELA of this dispute and request for reimbursement for my XXXX and XXXX payments ). 
-Call if needed, XX/XX/XXXX MOHELA Case # XXXX Agent ID XXXX for XX/XX/XXXX MOHELA reimbursement and follow up on FSA dispute for XXXX and XX/XX/XXXX payment to MOHELA. 

XX/XX/XXXX Follow Up with FSA and MOHELA : FSA Receiving Aid Rep : XXXX XXXX Dispute Reimbursement Request - feedback case # XXXX for XXXX and XX/XX/XXXX payments ( {$XXXX} ) still under investigation and can not share any information, directed me to call MOHELA XXXX MOHELA XXXX : XXXX or XXXX -Stated XX/XX/XXXX MOHELA Case # XXXX from Agent XXXX ID XXXX for XX/XX/XXXX MOHELA reimbursement {$XXXX} still under review, confirmed no reimbursement has been provided -Stated FSA XX/XX/XXXX Dispute Reimbursement Request - feedback case # XXXX for XXXX and XX/XX/XXXX payments ( {$600.00} ) have never been sent to or communicated to MOHELA and can not see correspondence with me prior to XX/XX/XXXX. 

Thanks so much for your diligence, communication and time resolving these reimbursements!

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