Consumer complaint received 2025-03-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: TX

Complaint narrative:
On XX/XX/XXXX, I received my forgiveness letters effective XX/XX/XXXX and XX/XX/XXXX, which indicated a combined refund of {$3600.00}. The same day a refund was requested- which I have yet to receive. Mohela stated that it could take XXXX " business '' days to process. As of today, XX/XX/XXXX, I have yet to receive my refund. Mohela states that it will be issued by Dept of Education/US Treasury Dept XXXX however no one at StudentAid.gov has any information and stated that they do not receive or refund payments and can not provide any details about my account. Since submitting a complaint on Studentaid.gov on XX/XX/XXXX, I have had no resolution. Here is a timeline of events since then. 

XX/XX/XXXX After waiting the XXXX day processing time, I called Mohela at XXXX am XXXX, automated system wait time, XXXX hour and XXXX minutes. Requested an automated call back. Received callback at XXXX am. Spoke to XXXX at Mohela. Refund is still pending, has not been processed. XXXX unable to tell my why it is still pending and transferred me to an advance agent. She stated there were no phone extensions. When transferred, I was put into a queue with a wait time of XXXX hours and XXXX minutes. Requested a call back through the automated system. At XXXX pm XXXX received call back from XXXX. Verified discharge posting dates and transferred me to a supervisor at XXXX pm XXXX. Wait time XXXX seconds. At XXXX pm XXXX XXXX on resolutions team. Submitted escalation number XXXX. In XXXX business days the case will be assigned, then an agent will issue the refund manually, and I will receive a paid in full letter. 

XX/XX/XXXX Called Mohela at XXXX am XXXX hour XXXX minute call back time. Callback received at XXXX am. I was told I needed to speak to an XXXX XXXX and there was a XXXX hour XXXX minute call back time. I received call at XXXX pm- XXXX XXXX on the XXXX XXXX. She stated there is already a ticket submitted in XX/XX/XXXX and XX/XX/XXXX. She escalated further to the accounting department with a XXXX business day turnaround. 

XX/XX/XXXX Spoke to XXXX a supervisor on resolutions team. She stated she was sending an email to the accounting management team, and it would be another XXXX business days. She stated that the refund is on my account. She would add me the callback list when an update is received. 

XX/XX/XXXX Called at XXXX am CT with a call back time of XXXX hour XXXX mins. Received a call back at XXXX am. XXXX sees the refund, but does not see its been approved. She stated that it Looks like it has been escalated a couple of times. Still waiting for the accounting department. At XXXX am transferred to a supervisor line and the line disconnected. 

XX/XX/XXXX Called at XXXX am with callback time XXXX hr XXXX mins. XXXX call back at XXXX. Need to transfer me with a XXXX second wait time for supervisor transferred at XXXX and received a request for call back did not transfer me to a person. XXXX, supervisor, callback at XXXX am. Still no approval. XXXX can not call a representative in the XXXX department. She can only send an email. There are no other levels of management escalation. XXXX to send another escalation email to the XXXX XXXX department. 

My refund has been " pending '' for over XXXX months.

Company response to consumer: Closed with explanation