Consumer complaint received 2023-11-30
Company: EdFinancial Services
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Hello. Here is a brief description of the history of failed payment attempts I have tried to make to EdFinancial throughout the month of XX/XX/. I have had more than sufficient funds in my bank account every single payment attempt. I have payment confirmation emails for all of the attempts below. 
XX/XX/XXXX : I try to pay the minimum payment ( {$270.00} ). It shows as pending and I do not look again until XX/XX/XXXX, assuming that the money would be taken from the same account I already had listed and had used to pay off previous loans. 
XX/XX/XXXX : I go to pay my XXXX payment and I see that my payment from XX/XX/XXXX was reversed. I was not notified of this reversal, nor did I request or consent to it at all. I try to make the payment again ( {$270.00} ). This payment does not appear in the Payment History section at all, even right after I made it. I decide to wait a few days to see if this payment goes through. 
XX/XX/XXXX : I check again and the payment still hasn't appeared. I panic and try to pay the same amount again as well as the minimum amount for XXXX ( {$410.00} ). This payment also does not appear on the Payment History page. I wait a few more days and plan on calling their customer support. 
XX/XX/XXXX : I check my account in the morning and nothing has changed. I checked my account again in the evening and it shows that the XXXX XXXX and XXXX XXXX payments have BOTH gone through. It even showed a duplicate payment on the XXXX. In total, this would have been over {$600.00} dollars. I can't add up the totals again because the Payment History page has been altered since the XXXX. Since it appears that my payments finally went through, I decide against calling their customer support the next day. 
XX/XX/XXXX : I check my account and see that my payment is still listed as having gone through and that I am not late on any payments, nor have any of the previous two been reversed. 
XX/XX/XXXX : I receive an email from the U.S. Department of Education saying that I am up to date on payments for my student loans. 
XX/XX/XXXX : I receive an email saying I need to check my EdFinancial account. Assuming this is a notice for next months payment, I log in and I see that both the XX/XX/XXXX and XX/XX/XXXX payments have been reversed. Again, I did not request this reversal nor was I informed of it happening. Both payments are listed as being reversed on their respective paydates, even though my account said I had no outstanding balance on the XXXX and the XXXX. I decide to email EdFinancial explaining this entire situation as I have above and file a complaint with the CFPB. I also make my fourth attempt to pay the same amount after re-entering my bank account information into my account to see if that was the problem ( it is the same exact bank account information that was already in their system ). 

My personal finances could be deeply harmed if I am labeled as delinquent on my student loans when I have been REPEATEDLY trying to pay them for nearly a month. I have seen similar stories from other students online having trouble with their current system, and their customer service has been extremely lacking for them which discouraged me from wanting to call them in the first place. I have the money, I have been trying to pay, but I am not being allowed to pay. I am frustrated, disheartened, and scared. Please help me so my credit and future financial health is not damaged by a company that can't make a functional web payment system.

Company response to consumer: Untimely response