Consumer complaint received 2023-11-06
Company: EdFinancial Services
State: GA
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:
Hello, On Friday, XX/XX/XXXX, I submitted a request to consolidate my student loans. I have the email proof of that request from the U.S. Department of Education. My student loans are managed by EdFinancial, and I have experienced an extremely difficult time getting accurate information and answers. During this process, I have stayed in touch with them and I have continuously monitored my online account. 

When the in progress consolidation still was not reflected in my online account prior to the old due date, I called customer service. The date of this call was Monday, XX/XX/XXXX. I waited on hold for over 3 hours. I have a record of this saved in my phone. When I finally reached a representative ( I believe her name was XXXX, but I'm not positive about that ), she told me the consolidation was in process. She told me that although my account still reflected the old amount due, I did not actually have a balance. However, to avoid any adverse credit action, she told me she was placing my account in a " forbearance '' status until the consolidation was complete. She told me this could take up to 60 days. 

On XX/XX/XXXX, I received a bill that I knew was incorrect because it had an amount I had never received any communications about - {$580.00} - ( plus, I was supposed to be in forbearance ). I called at XXXX, and rather than wait on hold this time, I requested a call back. I received a call back at XXXX. I was told this bill was an error. The representative confirmed that my account was still in forbearance status, and that I would receive a bill after the consolidation was complete. Once again, she said that would take up to 60 days. 

Then, on XX/XX/XXXX a new bill generated in my account. I also received a copy of this bill to my house on Friday, XX/XX/XXXX. It was for {$1.00}. I logged into my account again, trying to figure out what was going on, and if my consolidation was complete. This is when I saw that I my account has multiple conflicting payment amounts. Also, my account was in " past due '' status for {$160.00}. I called a representative, who was not very helpful. Although I asked for a supervisor, she told me there were no supervisors available. I asked the representative why I had not received adequate time from the end of the consolidation to my first due date. Again, the bill generated on XX/XX/XXXX. Apparently, the {$160.00} was due 6 days later on XX/XX/XXXX, so when I logged in on XX/XX/XXXX, it was showing me as past due! I pushed for additional answers about why I was not notified the consolidation was complete, about my new payment amount, and why I did not get a bill with at least 21 days before my first payment was due. The promise of this billing practice come straight from EdFinancial 's website, and it was not honored. 

Today, a new bill generated strangely adding the XXXX and XXXX payments together for a due date of XX/XX/XXXX. This still shows me past due for XXXX, but I did not receive that bill with 21 days of notification. I have always opted out of online only billing, but I do check both my online account and my regular mail. Still, you can tell by the dates on the mail that the billing is incorrect. 

Another fact I would like to mention is that in other parts of my online account, it now shows the consolidation was completed XX/XX/XXXX. It also shows the first payment of {$160.00} was supposed to be due on XX/XX/XXXX.

Company response to consumer: Untimely response