Product: Student loan

To Whom It May Concern, I am writing to file an official and formal complaint against EdFinancial Services, which is my student loan lender. I am aware that they were sanctioned by the Consumer Financial Protection Bureau in XXXX for unfair lending practices toward those seeking relief through PSLF, and I feel they are repeating that behavior with my PSLF repayment account. My employer, XXXX XXXX XXXX XXXXXXXX through the Department of Veterans Affairs, made two lump sum payments of {$8400.00} to XXXX between XXXX and XXXX. The sum of those two payments put my account in a paid ahead status from XX/XX/XXXX to XX/XX/XXXX. So each payment counted as a total of 16 monthly payments. In XXXX, my account was transferred to EdFinancial and on XX/XX/XXXX, EdFinancial received the same lump sum payment of {$8400.00} from my employer. According to EdFinancial, that lump sum payment only pushed my paid ahead status forward by TWO months and they now say that my next payment is due XX/XX/XXXX. I am absolutely baffled at how EdFinancial can say that {$8400.00} only counts as two monthly payments when XXXX counted that exact same payment as 16 monthly payments. 
I have made numerous phone calls where I was not given any answers and was only told that a research request would be sent to the finance department to further investigate my question. After never receiving a follow-up phone call or an email ( which I was told I would receive both ) I decided to write an email to EdFinancial so I could have some correspondence in writing. The response I received answered absolutely none of my questions about why my balance would change in a literal matter of 24 hours with no additional charges or payments being made or why my next payment would increase and decrease month by month. But more than any other question, I just want to know why my paid ahead status was not pushed forward for more than two months. Something extremely unethical and illegal is going on with them. After receiving their response to my first email, I sent a second email and have still not received a response. By phone, I informed them that if I had not heard anything back from them by my next billing statement ( XX/XX/XXXX ), I would be contacting you. I still have received no response by email, phone or mail and I am at my wits end. The point of my employer making lump sum payments on my behalf was to lessen the financial burden of the current times we are living, but EdFinancial is robbing me of the amazing blessing my employer intended to grant me. 
In this complaint filing, I am including several files. The files are as follows : - Every billing statement I have received from EdFinancial starting on XX/XX/XXXX and ending with XX/XX/XXXX of XXXX. From the very first billing statement, you can see that I didnt owe a payment until XX/XX/XXXX. Also, my XX/XX/XXXX billing statement said that my balance was {$42000.00} and by XX/XX/XXXX, I had a new billing statement that showed my balance as {$52000.00}. When asked why my balance jumped by over {$10000.00} in a single day, I received an answer of loans can be redisclosed once they transfer from servicers. So from the beginning with EdFinancial, things have been sketchy and made no sense. 
- The email response I received on XX/XX/XXXX that fully states my original questions and their answers. 
- The second email I sent on XX/XX/XXXX in response to their lack of answers in their email response on XX/XX/XXXX. 
- The email from EdFinancial confirming they received my second email but I still have seen no changes on my account or received any actual response to the paid-ahead status question. 
- All notifications from the United States Office of Personnel Management showing that a {$10000.00} payment ( but after taxes it went down to {$8400.00} ) was mailed on my behalf and the address to which those payments were sent. The payments from XXXX  and XXXX were sent to MOHELAs payment address. The payment for XXXX was sent to the payment address for EdFinancial.