Consumer complaint received 2025-04-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: WA

Complaint narrative:
In XX/XX/XXXX, I was contacted by MOHELA saying that my student loan had been forgiven and that I had a refund of {$440.00}. I called them to verify my address so they can send me a check. Like the letter instructed, I waited for 60 days for it to arrive. I called in XX/XX/XXXX to let them know I didn't receive anything, they told me I had to wait 90 days, not 60. After 90 days, I called again, but was told it's actually 90 BUSINESS days, not just 90 days that I had to wait. I waited again. 

On XX/XX/XXXX, I called and was told that Mohela does not send the check ; if I hadn't received a check, I should be calling the Department of Treasury. I called the Department of Treasury that same day. I was told there was nothing pending for me, no check is supposed to be sent out, they're not seeing anything processed by Mohela for me. I needed to call Mohela to resolve it. 

On XX/XX/XXXX, I called Mohela again and after approximately 2 hours, I spoke with a Supervisor who said she sent a request to Accounting to process my refund. She will hear from them in about 5-10 business days will call me for an update. On XX/XX/XXXX, I called and the Agent I spoke to could not give me an answer whether my case is in fact in process by Accounting or that the Supervisor I spoke to previously had only requested for it to be processed. I asked her to connect me to a Supervisor and after 3 hours, someone picked up the call but hung up on me as soon as I started talking. I called again and waited another 5 hours but had to hang up because it was 5pm here in Washington state and they are on Eastern Time. 

I called again on XX/XX/XXXX, and only waited about an hour until an XXXX answered. She transferred my call to a XXXX and placed me back in queue to which I waited approximately XXXX and XXXX minutes. Someone finally picked up and after taking all my information while telling her my problem, the call was dropped. It's XXXXpm in Washington State at that point. 

Today, XX/XX/XXXX, I called twice already. For the first call I waited about XXXX minutes. Spoke with XXXX XXXX who transferred my call to a XXXX but as soon as the call was transferred, I heard a voice message saying that all Supervisors are busy, and that I should leave a call back number to which they will call me in 2 business days. I hung up and called again. I waited approximately XXXX minutes when XXXX, an Agent, picked up and transferred me again to a Supervisor. As soon as I was transferred, I heard the same exact voice message saying I can provide a call back number and they will get back to me in 2 business days. 

I am incredibly frustrated and don't know who else to ask help from. I overpayed by 3 months, and though it was difficult to make the payments, I did my best since I knew I was getting close to qualifying for forgiveness through PSLF. I have been an XXXX XXXX XXXX XXXXXXXX and this by far is the most infuriating thing I have ever had to deal with. Can someone please hear my complaint and help me? I am not out {$40.00}, it's 10 times this, and this amount can certainly help me especially during these times we are in, Thank you, and I am looking forward to hearing from anyone.

Company response to consumer: Closed with explanation