Consumer complaint received 2023-10-20
Company: EdFinancial Services
State: IL
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:
In preparation for the resumption of student loan payments 2 days ago ( Wednesday XXXX ) I've been attempting, for 2 months now, to update my account to the XXXX Graduated XXXX XXXX. Initially I can only afford this low payment. I tried to update my account online, but this was not an option on ED Financial 's website. I first called on XX/XX/XXXX to find out what the issue was and to see if ED Financial could update my account manually so that I could enroll in auto pay. I spoke with XXXX on XX/XX/XXXX who assured me the account would be updated to reflect the initial monthly payments of {$130.00}. She said my account would reflect this update in XXXX business days. This would have put me at XXXX XXXX. I checked back with ED Financial, because again they don't allow borrowers to update their accounts on the website, on Monday XXXX XXXX, spoke with XXXX and then, because XXXX offered XXXX ' help, a supervisor, the following day ( XX/XX/XXXX ). The supervisor, XXXX, assured me that my request for the XXXX Graduated XXXX XXXX had gone through but requried XXXX business days to activate and become visible ( to me ) on the website. XXXX business days would have put me at XXXX XXXX [ so that i could enroll online in auto pay.. ]. XX/XX/XXXX rolled around and still no update. I called again, spoke with XXXX who again offered no help. Again I had to request to speak with a supervisor. Every time I've requested a supervisor ( which as of today, Friday XX/XX/XXXX, has been at least 5 times ) they require XXXX hours to call you back. As if the wait wasn't bad enough they call once, and if you're not available then you have to go through teh painful process all over again of talking with a XXXX who can't do anything. Since first reaching out to Ed Financial on XX/XX/XXXX I've spoken with the following indivuduals : XXXX, XXXX ( Supervisor ), XXXX, XXXX ( Supervisor ), XXXX, XXXX ( supervisor ), and more... I have stopped keeping track. I'm beside myself. I've been told twice now that my credit standing would not be affected since my account wasn't going to be updated by the XXXX payment start date since my account was still in the updating process. I've requested, from supervisor, emailed evidence that my credit standing would not be affected since I could not make the payment they still have published- {$360.00}. I am beyond frustrated at ED Financial. I am a nervous wreck that because of their inability to help me ( over XXXX months and countless phone calls ) my financial standing will be impacted. 

I am able to make the lowest monthly payments offered by the XXXX Graduated XXXX XXXX, and have been trying to make this happen, and enroll in autopayment for over 2 months now, but have gotten nowhere. I just want to start repaying my student loans and am able to do so. I know the situation has been fluid with the government 's loan forgiveness plans being repeatedly delayed and then ultimately shelved, but this is out of control. It feels fraudulent and I'm terribly worried about this whole situation.

Company response to consumer: Untimely response