Consumer complaint received 2024-04-16
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: EdFinancial Services (NY)

This is a follow-up complaint to my Complaint # XXXX, filed on XX/XX/XXXX. 

My student loans have been paid in full as of XX/XX/XXXX. My XXXX account and my XXXX XXXX XXXX account had been updated to reflect the {$0.00} balance as of XX/XX/XXXX. However, XXXX is now claiming I owe {$190.00} in student loans. 

On XX/XX/XXXX, my XXXX account balance was changed to {$550.00} ; when I logged into my account on XX/XX/XXXX, my total loan balance had been changed again to {$41000.00}. I immediately emailed XXXX Customer Service team with documentation of every payment made, as well as submitted a complaint to the CFPB ( Complaint # XXXX ). In the following weeks, XXXX changed the balance on my account again several times, each time incorrectly. 

On XX/XX/XXXX, I was notified by the CFPB that XXXX is still working on my issue and that I should expect to hear from them again with a final response within 60 days. 

On XX/XX/XXXX, I was notified by the CFPB that it had alerted XXXX that its final response is past due and that a response is still expected. I followed up with XXXX XXXX XXXX XXXX via email twice, on XX/XX/XXXX and XX/XX/XXXX ; I received responses that the XXXX XXXX XXXX would respond as soon as possible and that my account is under review. However, to date, XXXX has not provided any response to my complaint nor taken any action to correct the error. 

In the meantime, XXXX is continuing to claim that I owe student loans, even though all my student loans have been paid in full. As of today, when I log into my XXXX account, it says that my total amount due this month is {$120.00}, with a current amount of {$63.00} due and a past due amount of {$65.00}, and that my total current balance is {$190.00}. In addition, I received delinquency notices on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and automated phone call from XXXX on XX/XX/XXXX and XX/XX/XXXX. 

I also signed up for XXXX XXXX XXXX in XX/XX/XXXX to monitor my XXXX XXXX. As of XXXX, XXXX, my XXXX XXXX XXXX account shows that I have a {$9000.00} balance from XXXX. 

I am attaching the following : XXXX. A compilation of confirmation emails for every payment made towards my student loans ; XXXX. A compilation of screenshots of each loan payment made, with loan groups specified ; XXXX. A screenshot of my {$0.00} loan balance on my XXXX account as of XX/XX/XXXX ; XXXX. A screenshot of my {$0.00} loan balance on my XXXX XXXX XXXX account as of XX/XX/XXXX ; XXXX. A screenshot of my XXXX account summary page showing payments listed as due as of XX/XX/XXXX ; XXXX. A screenshot of the total current balance as it appears on my XXXX account as of XX/XX/XXXX ; XXXX. The specific amounts for each loan that my XXXX account lists as owed as of XX/XX/XXXX ; XXXX. A screenshot of the {$9000.00} XXXX balance appearing on my XXXX XXXX XXXX account as of XX/XX/XXXX ; XXXX. My email to XXXX Customer Service XXXX on XX/XX/XXXX ; XXXX. My complaint to the CFPB on XX/XX/XXXX ; XXXX. The XXXX XX/XX/XXXX and XX/XX/XXXX emails regarding my complaint ; XXXX. The delinquency notices from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ; and XXXX. My email correspondence with XXXX XXXX XXXX XXXX and Customer Service team in XX/XX/XXXX.