Consumer complaint received 2022-11-11
Company: EdFinancial Services
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
On the first week of XX/XX/XXXX, I called EdFinancial Services - customer service to request a refund for the lump-sum payments I made during the forbearance grace period. I was told that they would begin the process of the refund and my loan balance would be updated back to it's original amount. The representative was very nice and even submitted to get my payment refunded via check because I closed the bank account I paid against the loan. I was optimistic that this process would be smooth and easy! I think it's important to note that I made my payments in-full against my previous loan provider, XXXX XXXX XXXX who was acquired by Ed Financial service . 

On XX/XX/XXXX I call back to check-in for an update on my refund and asked why I haven't been provided an email to setup my account. The rep that I spoke to could not find my request at the beginning until I told reminded her that my previous loan provider was XXXX XXXX. She assured me that my request is still in the queue. I told about my concerns that would miss the one-time student loan forgiveness program under the Biden Admin because there would be no balance reflected in time. She told me to go ahead and apply and that if I am rejected it would reprocess automatically. I went ahead and applied for student loan forgiveness. 

I called today, XX/XX/XXXX to request an update as to the status. I spoke to XXXX representatives who provide me with no update other than it was in process. XXXX representative that my request was submitted on the XX/XX/XXXX. ARE YOU KIDDING ME! I requested this over a month ago! In addition, she told me complete opposite directions/information from my last call on the XX/XX/XXXX saying that I can't apply for the one-time student loan forgiveness program under the Biden Admin until my loan balance is reinstated. WHAT?!? Be consistent. I don't even know what to believe! 
The XXXX rep continued to tell me that it takes time because the request has to go through the U.S. Treasury. Fine. that's fair.... but I followed up with " is my request status held up by the U.S. Treasury? '' She replied, " No. '' So ... my status of refund went from being unknown to being able to see if it's been submitted to the U.S. Treasury. I just want my refund and my loan balance reinstated so I can get the loan forgiveness!! No help is being provided. I tried to file a complaint ... no process for me to do that other than submitting it through the customer service rep who was very rude, couldn't provide answers or solutions, and didn't seem to care for my needs. How can I trust that they even filed my complaint if they could provide me straight answers. 

This company is unprofessional, provides XXXX transparency, and is not in the interest of helping those who they serve. What more do I need to do to get my refund and reinstate my loan balance. If I don't get the forgiveness because of EdFinancial Services 's lack of customer service, I will put 100 % blame on them and expect them to cover my loan balance after I get my refund.

Company response to consumer: Closed with explanation