$6,500 ISAC award missing from MOHELA account — what should I do?

Hey all,

I’m in a weird situation and could use some advice.

Back in April, I was awarded $6,500 from the Illinois Student Assistance Commission (ISAC). It was supposed to go into my MOHELA student loan account. Problem is… it never showed up.
• MOHELA told me they never received the check.
• ISAC told me they did send the funds, but because they send large lump-sum checks that cover multiple students, they couldn’t give me the tracking info for my portion.
• After some back-and-forth (and honestly breaking down and crying on the phone with ISAC), they said they’d reach out to MOHELA.
• MOHELA then told me they were “looking into it” and that the funds should reflect in my account at the beginning of September.

Well… it’s September now, and nothing is showing up in my account.

What’s my next step here? Do I keep pushing ISAC, MOHELA, or both? Should I escalate it somehow? I really don’t want this money to just disappear in limbo.

Any advice from people who’ve dealt with missing disbursements would be greatly appreciated.