Consumer complaint received 2025-01-08 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: NY

Complaint narrative:
I had a complaint filed already regarding a loan refund that MOHELA has inadequately addressed. 

CFPB closed the complaint despite me feeling that the response from the company was not adequate. 

This does not do anything to address the underlying reason for the complaint in the first time. This is a generic response simply stating they are still working on it. This is the same type of response that led to all of the issues and does not address the incompetence of the company that led to the report in the first place. I want specific answers. 

XXXX. When will my request be processed? 

XXXX. When will I receive my refund? 

XXXX. Why was I given false timelines for processing? 

XXXX. Why after so many inquiries did I finally get told that a whole new process would need to be started? 

Here are the details of the original complaint. Please do not accept a response or close the case until all XXXX of those questions are answered. 

Complaint number : XXXX " YOUR COMPLAINT I have a student loan through Mohela, which is currently eligible for Public Service XXXX XXXX XXXX From XXXX to XXXX of XXXX, I made XXXX payments during a forbearance period that were not required of me. In XXXX of XXXX, I made a refund request to have the money returned to me, which Mohela let their customers know was available. From XX/XX/XXXX through XXXX of XXXX, I called Mohela customer service multiple times to check on the status of the refund. I received multiple different answers from various employees of Mohela regarding to process for the refund. XXXX of the more recent calls I spoke with a representative that stated the refund would be processed within XXXX business days and that I should receive the refund in that time frame. I then waited the full 90 days and called them back on XX/XX/XXXX. This time, I spoke with a new customer service rep who told me that they needed to escalate the request because it had not yet been approved by Mohela, so therefore was not sent to the XXXX. of XXXX. I inquired about why after several phone calls and reassurances that the request would go through, why this new escalation needed to be done. I explained that over XXXX dollars is not a small sum of money and that I was unhappy with the handling and runaround that I had been getting. I then spoke with a supervisor, XXXX, who then informed me that she needed to start a whole new process to have my account " rebilled '' so that they requests could even go through. She refused to give me a time frame, and then confirmed that it may take several months, which is well over the initial 90 day time frame. I asked why these requests were so mishandled and she did not give me an answer. She said this needs to be approved by " upper management ''. However, when asking to speak to someone from this upper management, she told me the best she could do was send an email request which would take several weeks. I then inquired if I was entitled to interest for the untimely handling of money that was rightfully mine given how much predatory interest I already pay on these loans, and she told me no. I explained to her that I was very unhappy with the mishandling of my request, the multiple different answers that I received, and now having to go through multiple new processes to receive a large sum of money that is rightfully mine. I let her know that I think both her and the people that work under her that I had previously spoken too were bad at their jobs given how many wrong answers and quite frankly complete incompetence in performing the right processes to properly refund me. If this is not handled in a timely manner, I will also be planning to take legal action. 

View full complaint Sent to company Status Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company still working Status Company response is in progress as of XX/XX/XXXX The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 

COMPANY 'S INTERIM RESPONSE Additional research is needed to respond effectively. Thanks, MOHELA XXXX responded Status Company responded on XX/XX/XXXX Response Type Closed with explanation Company 's Response Dear XXXX XXXX : MOHELA has reviewed the Consumer Financial Protection Bureau ( CFPB ) complaint regarding the processing of your refund request. Our records indicate that MOHELA is working diligently to facilitate the refunding of your payments dated XX/XX/XXXX, and XX/XX/XXXX, in the individual amounts of {$2900.00}. Once complete, the check will be issued from the XXXX Department of Treasury. If you have any other questions or concerns, please dont hesitate to contact a member of our Customer XXXX XXXX XXXX XXXX from XXXX to XXXX Mondays, XXXX to XXXX Tuesdays and Wednesdays, or XXXX to XXXX Thursdays and Fridays, Central Standard Time. You can also visit XXXX. Sincerely, MOHELA ''

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