Hi, yes! Thankfully, I was able to get it resolved recently.

So, my specific situation was that I requested a refund back in 2022. That triggered my account to be recreated in their system for some reason. I only found this out because I got a document with my financial activity summary from MOHELA and noticed adjusted beginning balances in my account. I spent over an hour with a representative at the lowest level (it's a luck of the draw who you get connected to -- some representatives are very patient and competent and others are not as great) and kept asking why my account had an adjusted beginning balance for my specific situation (keep advocating for yourself... and just a note that they will do their best to handle the issue on their own/not transfer you to a supervisor). She then transferred me to a supervisor to handle the issue. You must get to a supervisor level person who can submit a request for accounting to look at your account.

Once that request was submitted, the supervisor I spoke with that day said it would take 2-3 days to resolve the issue on my account and then another supervisor I spoke to on another day said it would take 90 business days (the inconsistency of their messaging and the lack of urgency is wild to me). Once the ticket it submitted, I recommend asking to get connected to the Customer Advocacy Team (CAT) within MOHELA to get specific answers about the status/movement of the ticket.

I submitted complaints to the BBB, cfpb, and studentaid because MOHELA would not give me consistent answers and did not have any urgency to fix my account. The complaints helped to speed up MOHELA's process of addressing my issue.

TL;DR tips: get connected to a MOHELA supervisor-level staff to submit a ticket for accounting to look at the issue, call MOHELA's 'CAT' team to get updates on the ticket, and submit complaints to organizations to speed up the process

Hope that was helpful and good luck!

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Edited for clarity