Consumer complaint received 2024-12-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: AZ

Complaint narrative:
ISSUE : Mohela owes me a refund for XX/XX/XXXX payment. 
XX/XX/XXXX From Mohela to XXXX XXXX : As your federal loan servicer, we are contacting you to notify you about important information regarding your student loan account. 
Our records indicate that your XXXX billing statement was sent beyond the normal 21 days prior to the due date. 
Your automatic payment via auto debit successfully withdrew from your designated account in XX/XX/XXXX. 
If you feel as through the amount you owed for the month of XXXX was incorrect or that no payment was due on your account, you may contact us within 90 calendar days of the date of this notice to request a refund and forbearance will be applied for that month. 
Questions? Were here to help. We apologize for any confusion this may have caused. If you have additional questions or concerns, you may contact us on mohela.com or XXXX. 

XX/XX/XXXX From XXXX XXXX to Mohela In response to the email below ( received XX/XX/XXXX ) -I am requesting a refund of the XXXX payment and that that month show as a forbearance and count toward my PSLF qualifying payments. 
XXXX XXXX XX/XX/XXXX From Mohela to XXXX XXXX Thank you for contacting MOHELA, A request was submitted on XX/XX/XXXX to refund payments made to MOHELA during the Remediation Forbearance. Please allow up to 60 days to be processed. All refunds are issued by the U.S. Treasury. MOHELA is not able to verify a maximum timeframe on behalf of the U.S. Treasurys processing. 
Please keep in mind that refunds of payments made to MOHELA will be returned the same way they were received. 
If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX to XXXX XXXX, Tuesday and Wednesday XXXX XXXX to XXXX XXXX, Thursday and Friday XXXX XXXX to XXXX XXXX CT. 
Thank you, MOHELA XX/XX/XXXX To Mohela from XXXX XXXX I am writing to Mohela today to request an update on this situation. It has now been 94 days, and I have not received a refund. Please confirm all movement on the account. What day was the request sent to the Treasury? When should I receive payment? 

XX/XX/XXXX From Mohela to XXXX XXXX Thank you for contacting MOHELA, We apologize for any inconvenience. Our records indicate your refund request is pending review. MOHELA is working diligently to process refund requests in the order in which they have been received. Please be advised, refund requests are reviewed and approved through MOHELA. If approved, the refund request is sent to the U.S. Department of Treasury for processing as they issue all refunds. MOHELA is not able to verify a maximum timeframe on behalf of the U.S. Treasurys processing. 

If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX to XXXX XXXX, Tuesday and Wednesday XXXX XXXX to XXXX XXXX, Thursday and Friday XXXX XXXX to XXXX XXXX CT. 
Thank you, MOHELA XX/XX/XXXX From XXXX XXXX to Student Aid Feedback Case # XXXX I am owed a refund for XX/XX/XXXX payment from Mohela. They send me a notification. I responded. Correspondence with them says they approved the request for refund and requested a refund on XX/XX/XXXX. On XX/XX/XXXX I requested an update. their response on XX/XX/XXXX said that the request is pending review. It has been 120 calendar days since my request for refund and their correspondence indicates that they still have not actually requested the treasury refund my payment. In one email they say it's been approved and requested, and 3 months later they say the request has not been approved. Where is my refund? 

XX/XX/XXXX From Student Aid to XXXX XXXX # XXXX Hello XXXX. 

Thank you for contacting the U.S. Department of Educations office of Federal Student Aid regarding your feedback. We will respond and acknowledge receipt of your feedback within the next 15 days. 

Your case number is XXXX for reference. 

XX/XX/XXXX From Student Aid to XXXX XXXX FDMS Case # XXXX XX/XX/XXXX Dear XXXX XXXX : Thank you for contacting the U.S. Department of Educations ( ED ) Office of Federal Student Aid ( FSA ). 
We have received your inquiry regarding the Federal Direct Student Loans that are currently being serviced by MOHELA. 
Your concern, as we understand, is regarding the status of your refund request. 
MOHELA is currently processing your request for refund. At this time, refunds can take over 90 business days to finish processing. 
We apologize for any inconvenience this may cause. 
On XX/XX/XXXX, ED announced several changes and updates that will bring borrowers closer to forgiveness under IDR plans. These adjustments to accounts include conducting a one-time revision of IDR payment counters to address past inaccuracies and permanently fix IDR payment counting by reforming EDs IDR tracking procedures going forward. 
Based on the newly eligible months from the one-time account adjustment, borrowers who have reached 240 or 300  months ( as applicable ) worth of payments for IDR forgiveness or 120 months of PSLF will begin to see their loans forgiven in the summer of XXXX. The Department will continue to discharge loans as borrowers reach the months needed for forgiveness. We are working with your loan servicer to update payment counts. Your servicer will contact you when your payment count has been updated. We have provided some details of these changes below. More information on these upcoming changes is available at : XXXX XXXX XXXX 
The Adjustment and PSLF limited waiver would necessitate FSA evaluation, as MOHELA is unable to either expedite or determine qualifying payments that fall under these limited time opportunities. 
Thank you for your feedback. 
Sincerely, Federal Student Aid XX/XX/XXXX From XXXX XXXX to Mohela I was told to allow 60 days for receipt of my refund from Mohela. It has now been 156 days and I do not have my refund. 
Please provide an update with specific information. Has Mohela actually processed this refund and sent the request to the treasury? If no, why has this not been processed fully? If so, then what was the specific date this was sent to the Treasury for payment and what is the transaction number or other identifying information that I can use to follow up with the US Treasury to find out when they received the request and where it is in their process? This is unacceptable. 



XX/XX/XXXX Complaint again filed with Mohela XX/XX/XXXX Complaint again filed with Student Aid regarding Case # XXXX XX/XX/XXXX -- Current Status -- FROM XXXX XXXX TO MOHELA AND STUDENT AID In the matter of the refund of the XX/XX/XXXX payment due to me from Mohela, it has been 164 calendar days since request and 113 business days since request. No information has been forthcoming from Mohela about the actual status of this matter. 
As of this writing, MY records indicate that your payment is currently delinquent with a past due amount of {$470.00}. When an account is delinquent, phone calls and/or letters will continue until the account is current. 

XX/XX/XXXX CFPB Complaint has been filed.

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