Consumer complaint received 2025-02-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MI

Complaint narrative:
Mohela I have never been so disappointed with an organization as I am with Mohela. 

In XX/XX/XXXX I received notice dated XX/XX/XXXX stating that my student loans we placed in administrative forebearance. 

On XX/XX/XXXX you helped yourself to $ XXXX out of my checking account causing me to overdraw. 

On XX/XX/XXXX I called inly to be told there was nothing that could be done outside of requesting a refund. At that time, I removed autopayment to stop your access to my banking at a penalty to me because I now do not receive the discount in interest rates. I requested the refund where I was told it " could '' take " up to '' " 60 '' days to receive my refund. 

XX/XX/XXXX I called looking for an update as my side of the system has XXXX documentation of request for refund. I was told at that time that, my forebearance was not effective until XX/XX/XXXX and thus I would not qualify for a refund. We discussed the letter I had in my hand that stated differently. At that point, I was told the request for refund was placed. It takes 90 business days for them to be reviewed and if approved, I will hear after that and so because of that timeline, it had only been 26 business days and It would be closer to the end of XXXX before I knew if the request would be approved. 

At that time, I asked to speak with a manager/supervisor. I'm unsure of the protocol but I was placed on hold while she received " authorization '' to transfer me to a supervisor. 

After a 45 minute hold someone by the name of XXXX answered identifying as a Supervisor. She asked my social twice to identify myself and my name 3 times. Seemed confused and could not find me in the system and them promptly hung up on me. 1 hour and 37 minutes in whole and not a single courtesy return call or follow-up. 

So here I am, financially struggling, feeling robbed and extorted with documentation to support all of it and not 1 person to assist or that cares. 

I do not have a choice in who holds my loan. This is beyond unfair and I am not happy. 

-- -- -- -- -- -- -- -- -- -- -- - In XX/XX/XXXX, I received a notice that my accounts would be placed in Administrative Forebearance for the month of XX/XX/XXXX. 

On XX/XX/XXXX, my payment was auto debited {$420.00} for the standard XXXX payment. 

Upon calling, I was notified that due to the SAVE program, my account is supposed to be in Administrative Forebearance however, for some reason, my account was never actually placed in forebearance. 
A refund was requested, I was told that refunds takes 60 days. 

XXXX, I called to check on my refund and I was told Refunds actually take up to 90 business days and it should be mailed by the end of XXXX. ( 5 months ) My account was supposedly expedited. 

Note previous complaint # XXXX I called late XXXX to check the status as I had received nothing. I was told that the check was " mailed XX/XX/XXXX ''. I had not received anything. Address was verified as correct. I was told they would issue a research and have the check reissued. 

XXXX, XXXX. I called back. 1 1/2 hour hold time to be told I had to be transferred. Transferred, experienced another 45 minute hold time. They were able to verify the check has not been cashed but they did not issue a replacement. No one could say why that was. They would expedite a replacement. 

XX/XX/XXXX, I called Mohela. 1 hour and 15 minutes of hold time to be told my case has to be handled in another department that can not be reached externally and I needed to be transfered. When transferred, I was notified the holding/wait time was 5 and one half hours. 

It has now been 7 months since Mohela essentially stole money from me and I have XXXX recourse or control to do anything about it. They are refusing refund and make it virtually impossible to reach anyone for assistance. I have filed 2 complaints on their website. They have gone unresolved. 

This has to change. This is a human life they are messing with! They over drew my checking account causing me overdraft charges. They have then held my money for 7 months by refusing to repay my redund. I wirhdrew from autopay which now penalizes me by 0.25 % interest. 

All I want is my money back. Technically, i have met my 120 payments to qualify for public service loan forgiveness but for some reason they have skipped 1 employer and 3 years twi

ce that I have submit it and it is once again pending review for the 3rd time. The system is beyond broken.

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