Consumer complaint received 2023-07-01
Company: EdFinancial Services
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Hello, Edfinancial has my student loans from XXXX XXXX however I got an email on Sunday XX/XX/XXXX that my grace period would be ending in 2 months. I emailed my school on XX/XX/XXXX about this issue, they replied promptly saying that XXXX XXXX sends out enrollment verifications multiple times throughout the year, so there shouldnt be any reason for this. I contacted a live chat agent, XXXX XXXX, on XX/XX/XXXX at XXXX about this miscommunication as Edfinancial was saying I was not currently enrolled despite having my loans from XXXX XXXX this year. I am enrolled full time, I have not taken any leaves of absence, nor have I failed any classes or gotten below a C, I spoke with my school and they verified that I am full time. XXXX XXXX said she would submit a request to have the issue looked at and that it would take 15 days. I never did end up hearing anything back about that. I was forwarded to XXXX at XXXX who told me to file an ISD form. Their website was being switched to a new one so I was unable to access my account and emailed XXXX and they sent me the PDF of the form on XX/XX/XXXX at XXXX, I was told my grace period would reset which i verified with chat agents. I submitted the form for the first time on XX/XX/XXXX. I heard nothing back, after not hearing back I sent a follow up email on XX/XX/XXXX saying I had submitted it on XX/XX/XXXX and got a reply that the document was received and that they needed an authorized offical to complete section 4, however as per the instructions of the PDF I attatched a seperate sheet with the information for section 4 from my authorized school official, it was a page after so I can only assume the person saw their sheet was not filled out and did not flip to the next page. I resubmitted it on XX/XX/XXXX and I emailed saying there was an additional page on the singular pdf ( just one document ) on XX/XX/XXXX and they replied XX/XX/XXXX saying they had not recieved any attatched documents. I just emailed them again ( XX/XX/XXXX XXXX ) with the document and my account number. I have a screen recording of me scrolling through the singular pdf with all the requested information and submitting it on XX/XX/XXXX. It is my understanding that they were supposed to tell me that they denied the request the first time, but did not inform me. Im also under the impression that my submitted documents should be avalible to me for 7 days and they are not ( I also included this in my screen recording ), and I feel that they are being overly difficult with this situation. I have emailed back and forth with them for months about their mistake and this situation is not progressing and I have a deadline when my loans will require me to repay them. I feel that they are either too unorganized and careless to the point of impeding their customers in ways that infringe on the loan agreements and system of operations established by the federal student aid department, or are purposefully wasting time so that I will give up and have to pay my loans early, or both. I have reciepts for everything so let me know if you want proof of anything I have stated here as I do indeed have concrete proof. I have attatched the same document I submitted to Edfinancial all three occasions, with this complaint being the fourth, which may I note I have also emailed to myself to ensure the formatting is visable and readable.

Company response to consumer: Closed with explanation