Consumer complaint received 2025-02-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: EdFinancial Services
State: IL

Complaint narrative:
This was my original complaint -- XXXX My loans were paid off on XX/XX/XXXX with a payment of {$11000.00}. Th e loaner MOHELA showed a balance of {$0.00} on the loans and on interest. In XXXX of XXXX my loans were sold to XXXX ( which I was not aware of as they have been paid off ) and I recently received an email in my spam box saying that I owe a balance of {$10000.00} and a payment is due XX/XX/XXXX. When I created an account to see what was going on, I also showed no payment due as well as loans to be paid off by XX/XX/XXXX. I have tried contacting MOHELA but can not get through as my social security number is needed and I am told that it does not match their records. When speaking to XXXX, I was told that the reopening and added balance of loans is not uncommon and has been happening more and more. I faxed the XXXX fax numbers from MOHELAs website asking for the proof of payment record and have not received a response. 

First response received back from company : Dear XXXX ( this isn't me, this is my mother, which is upsetting they don't respond to the correct person ), This is in response to your recent complaint to the Consumer Financial Protection Bureau ( CFPB ), regarding the student loan account we service for you on behalf of the XXXX Department of Education. XXXX XXXX is committed to providing exceptional customer service and we take your feedback seriously. We are conducting a thorough review of your concerns and need more time to research your complaint. We will follow up with you as soon as possible. Thank you for your patience as we conduct our review. If you have any questions or concerns, please visit edfinancial.studentaid.gov/contact, or you may speak with a Customer Service Representative XXXX XXXX. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX response received back from company : Dear XXXX, This letter is in response to your complaint to the Consumer Financial Protection Bureau ( CFPB ), regarding the student loan account we service for you on behalf of the U.S. Department of Education ( the Department ). Your concern, as we understand it, is regarding your account balance. Specifically, you state you paid off your loans with XXXX XXXXXXXX XXXX XXXX XXXX ( MOHELA ) on XX/XX/XXXX but received an email from XXXX XXXX stating you have a balance due. The Federal Direct Consolidation loan we service was issued under Part D, Title IV of the Higher Education Act of 1965 ( HEA ), as amended, 20 U.S.C. 1070 et seq. The making and servicing of this loan is governed by the HEA and the rules and regulations promulgated thereunder. We are unable to verify which payment you are referring to in your complaint. If you believe any payments should be posted, please provide us with proof of payment. To further research into whether the payments you believe are missing, please contact your financial institution to obtain the following payment details : IF THE PAYMENT WAS MADE BY CHECK OR MONEY ORDER : Please provide a front and back copy of the cashed check or money order. IF THE PAYMENT WAS SUBMITTED ONLINE AT : Please provide the payment confirmation number, the payment amount, and the date of the transaction. IF THE PAYMENT WAS SUBMITTED VIA A BILL PAY SERVICE : Please verify with your bank or bill pay service provider whether the payment was submitted to Edfinancial by check or by electronic means. Payments submitted by check will require a front and back copy of the cashed check, as well as the name and address used for submittal. Payments submitted by electronic means require the payee number along with the date, amount, name, and address used in submittal. If you choose to submit your request electronically, in order to protect your private information, please log in to your online account and upload your documents via our secure process. You may also mail or fax your documents via the contact information below : XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXX Fax : XXXX ( toll free ) Once we receive the appropriate documentation, we can further research the missing payments. If you have any questions or concerns, please visit edfinancial.studentaid.gov/contact, or you may speak with a Customer Service Representative XXXX XXXX. Sincerely, XXXX XXXX XXXX XXXX XXXX The FSA Ombudsman Group is a neutral, informal, and confidential resource to help resolve disputes about your federal student aid. If youre unsatisfied with the resolution of your complaint or inquiry, you can reach out to the Ombudsman Group by logging in to your account at studentaid.gov and requesting to escalate to the Ombudsman XXXX. Additionally, you may contact the XXXX XXXX XXXX at XXXX. For additional information about contacting the Ombudsman XXXX, please visit studentaid.gov/feedback-ombudsman/disputes/prepare. 

I want to supply a proof of payment ( bank statement paid to Dept Education of {$11000.00} on XX/XX/XXXX. I have a screen shot of this transaction, though I can not provide a transaction number as it is still impossible to contact MOHELA for this information.

Company response to consumer: Closed with explanation