Consumer complaint received 2024-11-15 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: TX

Complaint narrative:
In XX/XX/XXXX, I received a {$30000.00} student loan from XXXX Mohela for the XXXX XXXXl I attended called XXXX XXXX. The XXXX XXXX XXXX XXXX XXXX, so there was no official itinerary or credit system. I attended when I had time and came and went based on my schedule. 

In XXXX XXXX, I XXXX XXXX XXXX XXXX after no longer being able to afford the school. In the XXXX XXXX XXXX XXXX XXXX, I attempted to log in to my school account via the school 's third party site called XXXX XXXX that way I could look to see my remaining ( unused ) balance on my loan and so that I could proceed to officially close my account and get my loan refunded. My account was no longer active, even though I had not, at this point, requested that the school close my account. This means the school knowingly closed my account but kept my loan. 

On XX/XX/XXXXXXXX XXXX I texted the owner of the school, XXXX XXXX, and let him know that I wanted to officially close my account and I requested that my remaining unused balance of my loan be paid back to the bank so that I'm no longer paying interest on the full amount. 
He advised me to text him the next week to remind him, as he was out of town on business. On XXXX XXXX, I texted him and he advised me that his staff member that handles XXXX was out sick and that he will be back the next week. 

On XX/XX/XXXX, I again texted XXXX to request my account be closed and he told me the staff member was still out but that he would keep me updated and that he expects he'll be able to have my account closed by the end of that week. 

On XX/XX/XXXX, I had not heard anything from him or the school so I again texted expressing my urgency that I need the account closed and the unused loan refunded. He told me his staff member, XXXX XXXX was back and that I would hear from him the next day. 

I got a call from XXXX at the end of day on Friday the XXXX and he advised me he'll have the account closed Monday the XXXX. On Monday the XXXX I texted XXXX and requested that he update me when the account was closed. I did not hear from XXXX and on Tuesday the XXXX, I texted him, inquiring about the status. He advised me that it takes at least a week to close the account but that he thinks he should have it closed by that Thursday the XXXX or Friday the XXXX. On Thursday the XXXX, I texted XXXX and asked if my loan was still on track to being closed by the next day, to which he replied that it was and that it should be done. On Friday the XXXX, I received this text message from XXXX : " XXXX XXXX just to give you an update I have initiated your refund to XXXX I should get a confirmation from them on Monday that they have closed '' That was the last I heard from XXXX or the school for a while. For the next month, I continuously checked my XXXX account to see if the refund had posted. After a month of it not posting, I called the bank/lender ( XXXX ) and they advised me it could take up to 60 days to post. At about the month and a half mark, on XX/XX/XXXX, I texted XXXX and told him that the refund had still not posted. I requested the confirmation that he told me he had received from the bank stating that the refund had been successful. He replied : " Good morning XXXX, yes will send you the details by day after tomorrow evening I am out of office today and tomorrow '' After never hearing back or receiving the confirmation, I again texted XXXX on XX/XX/XXXX and requested the confirmation a second time and I received no reply from XXXX. 

On XX/XX/XXXX, it had just passed the 60 day mark that it could take for the refund to post. I checked my account and saw that I had not received it. I then texted the owner, XXXX, and laid out all of the communications and dates that I've detailed here and demanded that I receice the confirmation by the end of that day. XXXX replied that he was busy and I did not receive anything. At the end of day on XX/XX/XXXX, I requested legal consultation from XXXX, that I have XXXX XXXX XXXX. On XX/XX/XXXX, they reached out requesting a copy of the student loan contract. I obtained and provided that to them. In the meantime, I called XXXX XXXX and spoke to XXXX on XX/XX/XXXX and asked why I still have not received the refund or the confirmation. He told me he refunded the loan but it was rejected and he doesn't know how to fix it. He never once advised me of this. He asked that I talk to the bank and I told him, yet again, that I need the confirmation, so that I have the information necessary to contact the bank. He told me he will get it to me. As of this complaint on XX/XX/XXXX, I still have not received any documentation from XXXX XXXX and my legal advisor advised that I request my student contract with the school and that I should file this complaint. 

XXXX XXXX has had ample time to refund the loan. They closed my school account on the app before I even requested the loan be refunded indicating they knew I was inactive, but made no effort to refund my loan. After receiving notice from me that I want my account closed and my loan refunded, they told me repeatedly that it would be and that, in fact, it had been. Then, without any notice from the school, they tell me over two months later that the refund had been rejected for some unknown reason and will not provide me any documentation that the initial refund attempt had been attempted, nor that it was rejected. I am in debt and I can not afford to keep paying on the full amount of this loan. 

Thank you for your assistance.

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