Consumer complaint received 2024-04-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: IL

Complaint narrative:
This is the email i sent to Mohela ( ) on XX/XX/XXXX after so many phone calls to them requesting updates on my refund status. the details explain my situation in detail. 

My loan was consolidated in XXXX of XXXX from XXXX XXXX to XXXX  and in XX/XX/XXXX I request a refund for the voluntary payments I made during the covid period. I have called many times to check on the status of the refund as I had not received anything or any confirmation. Finally in XXXX, I received a check for {$2800.00}. I again called Mohela because according to my records, that amount was very low compared to the actual payments I made. That total should be {$8500.00}. After speaking with several supervisors who tried to figure out what was happening, a review was conducted on my behalf and I got another check in XXXX for {$580.00}. I called Mohela XX/XX/XXXX and I spoke to XXXX today who confirmed that based on the records that Mohela has, the total payment that is showing up on your end is {$3400.00}. After telling her that I had proof of several payments totaling {$8500.00} that were made from XX/XX/XXXX to XX/XX/XXXX, she asked that I dispute the records by providing proof of the payments I made. 

Between XXXX XX/XX/XXXX, I made the following payments which total {$8500.00}. 

XX/XX/XXXX {$1500.00} XX/XX/XXXX {$960.00} XXXX {$910.00} XXXX {$1000.00} XXXX {$1100.00} XXXX {$1000.00} XX/XX/XXXX {$1000.00} ( {$600.00} + {$400.00} ) XX/XX/XXXX {$1000.00} I tried to upload the documents via Mohela.com customer advocacy team tab but that tab no longer exists on the website so she gave me this email to send all my documents. Attached you will see my Payment History document printed directly from XXXX website on XX/XX/XXXX. The payments in reference are on pages 7 and 8 of that document. I have also attached my bank statements ( with the payments highlighted on pages 4 or 5 ) that show the same amounts and corresponding dates that those payments were made. I would appreciate a review of these documents so that I can receive the remaining {$5100.00} owed me. 

CURRENT DAY UPDATE Since that time which is now a year ago, i have emailed several times for an update and i get the same generic response to my email- They have received the correspondence and will need time to research the account and will get back to me. 
Several request for information have been put in on my behalf ( assuming they actually do it because i am told verbally that they will and i don't have any proof of it ) and nothing has come of it. 
I have also called several times- I have spoken to many supervisors who promise to look into it and reach back out to me with an update and never do. Sometimes the agent tells me that the supervisors wait time is too long and to input my phone number and ill get a phone call within 48 hours. This has happened many times and i have not received one call. Other times, i wait on hold for hours or some agents just hang up on me. It is very very frustrating as i am also working towards a PSLF forgiveness and getting answers for my question is like pulling teeth. Till today, i have not received any answers concerning my request and it is now almost 2 years later. The same documentations i have attached and sent several times will be attached to this complaint. I hope theres a solution soon and i can be sent my refund.

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