Consumer complaint received 2024-03-11
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: EdFinancial Services (VA)

Hello, I would like to file a complaint against Edfinancial Services as they continue to make errors on my monthly statements and do not respond to complaints in a timely fashion. While my inquiries are pending with Edfinancial Services, the errors on my account continue to accumulate, as I routinely receive XXXX notices despite paying more than the amount listed on my monthly statements. A cursory search online shows that this behavior is common for for many borrowers who use Edfinanical Services. 
Please find my supporting documents XXXX attached, and the page numbers of the supporting documents referenced in the detail below. 

Detail XXXX. On XX/XX/XXXX I received a statement from Edfinancial Services dated XX/XX/XXXX that stated that my last scheduled payment had not been received ( Page XXXX ), despite the fact that my account had been set up to autopay the full amount for years. When contacted on XX/XX/XXXX and XX/XX/XXXX, Edfinancial Services admitted that this was an error on their end due to their servicing system transfer ( XXXX XXXX ). 

XXXX. On XX/XX/XXXX, I received a notice from Edfinancial Services that my new monthly payment amount would be {$240.00} for 12 months starting XX/XX/XXXX ( XXXX XXXX ). 

XXXX. In a statement dated XX/XX/XXXX ( XXXX XXXX ), Edfinancial Services XXXX XXXX the next regular monthly payment amount due would be {$480.00} due on XX/XX/XXXX. The statement also showed a past due amount of {$230.00}, despite the fact that the normal amount of {$240.00} had been auto-debited from my account on XX/XX/XXXX and on XX/XX/XXXX ( Page XXXX ). The statement gave a final total due XX/XX/XXXX of {$710.00} ( XXXX XXXX ) XXXX. On XX/XX/XXXX I received a statement from Edfinancial Services dated XX/XX/XXXX that stated that my last scheduled payment had not been received and was now past due ( Page XXXX ), despite no changes to my autopay service. 

XXXX. I contacted Edfinancial Services on XX/XX/XXXX and XX/XX/XXXX to determine why the monthly payment was now listed as {$480.00} instead of the previously agreed amount of {$240.00}. I also inquired as to why my XX/XX/XXXX statement showed a past due amount of {$230.00}, despite prior payments above that amount. As of now, Edfinancial Services has not yet provided an explanation. 

XXXX. On XX/XX/XXXX, Edfinancial Services uploaded a document titled Billing Statement Enrolled in Auto Pay ( Page XXXX ). The document was a copy of a statement dated XX/XX/XXXX, which showed a current amount of {$36.00} due XX/XX/XXXX, and an autopay amount of {$280.00} scheduled for XX/XX/XXXX ( XXXX XXXX ). I do not know why a document from XXXX was uploaded in XX/XX/XXXX without explanation. 

XXXX. Out of an abundance of caution, and in the absence of any explanation from Edfinancial Services, I made a payment in the amount of {$230.00} on XX/XX/XXXX to cover the past due amount that the website showed. I also made a payment for the full statement amount of {$710.00} on XX/XX/XXXX. As of XX/XX/XXXX, Edfinancial Services website still showed that I had a total payment due of {$230.00}, with a past amount due of {$230.00} on the website, while the statement showed a total amount of {$710.00} due on XX/XX/XXXX ( Page XXXX ). 

XXXX. On XX/XX/XXXX my regularly scheduled payment of {$240.00} debited due to autopay. In addition to my payments on XX/XX/XXXX and XX/XX/XXXX, I had paid a total of {$1100.00} to Edfinancial Services in the month of XX/XX/XXXX ( Page XXXX ). 

XXXX. On XX/XX/XXXX the Edfinancial Services website showed that I owed a total payment due amount of {$710.00}, with an additional past due amount of {$710.00} ( Page XXXX ) despite the total of {$1100.00} paid to Edfinancial Services in the month of XX/XX/XXXX. 

XXXX. Also on XX/XX/XXXX, Edfinancial Services issued 30 Day multiple Delinquency Notice stating that my last scheduled payment had not been received, and that my account is now 30 days or more past due ( XXXX XXXX ). I have also received emails from the Department of Education stating that action was needed on my Federal Student Loans, as payments have been missed ( XXXX XXXX XXXX ). I contacted Edfinancial Services on XX/XX/XXXX, however Edfinancial Services has not been able to provide any explanation to my queries, other than to state that they have added my questions to my prior request of XX/XX/XXXX ( Pages XXXX ). No notice was provided by Edfinancial Services as to when my prior request would be answered. 

XXXX. As of XX/XX/XXXX, my account summary page with Edfinancial Services shows that no recent payments have been made, with a total payment due amount of {$710.00}, and an additional past due amount of {$710.00} ( Page XXXX ), despite the total of {$1100.00} paid to Edfinancial Services in the month of XXXX XXXX 

XXXX. A cursory search online shows that these types of errors are common for Edfinancial Services, with many users reporting Edfinancial Services claiming that accounts are past due when they are not, as well as users reporting errors in Edfinancial Services XXXX system. CFPB has also sanctioned Edfinancial Services in the past for making deceptive statements to student loan borrowers, as well as misrepresenting forgiveness and repayment options ( XXXX XXXX ). 

Conclusion In summary, I would like to file a complaint against Edfinancial Services for the following reasons : XXXX. The amount I am billed every month changes from the agreed upon amount with little explanation. 

XXXX. Edfinancial Services routinely claims that my account is delinquent or past due despite timely payments made by me in excess of the amount listed on my monthly statements. 

XXXX. Edfinancial Services does not respond to user complaints/ queries in a timely fashion. 

XXXX. This behavior is not unusual for Edfinancial Services, as many other users experience similar behavior. 

At the time of this writing, Edfinancial Services shows that I owe {$1200.00}, including a past due amount despite the payments I made in XX/XX/XXXX. As I do not expect Edfinancial Services to respond to my queries, I fully expect that I will pay both this amount, as well as my regularly scheduled auto payment amount of {$240.00} scheduled to debit on XX/XX/XXXX. 

I am extremely worried that, after accepting my money, Edfinancial Services will claim I have a large past due amount despite the payments rendered, and it is very likely that Edfinancial Services will ( erroneously ) claim that my account will be delinquent for the third month in a row. I do not expect them to respond to my complaints before XX/XX/XXXX, and I have every reason to believe that the error in accounting is on their end, as this has happened before during XX/XX/XXXX. I am especially worried that this will negatively affect my credit, and will be result in more notifications from the Department of Education. 

Please help me out with this case, and I wish to offer my very heartfelt gratitude in advance. 

Thank you for your time, XXXX XXXX XXXX. 

XX/XX/XXXX