Consumer complaint received 2023-12-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: EdFinancial Services
State: MD

Complaint narrative:
XXXX have copy-pasted everything from a XXXX  I submitted to the ed-financial email help-line, leaving out my account XXXX. The rest of the email identifies payments and associated irregularities. 

Below is the letter : To Whom It May Concern, Ed Financial : Account Number : -Removed on this form- Hello I am emailing to inquire about several billing irregularities as-well as changes to my forbearance program ( abruptly ). On the XXXX of this month ( XXXX days ago ) I submitted XXXX payments which matched the ~ {$640.00} owed total past due since the fall loan re-initiation. Furthermore I entered into a XXXX year forbearance program ( as XXXX XXXX  married, but involved separate job training and not working at the moment, though my wife works ) which I was approved for on the XXXX. This would have given forebearance for all payments until the same time next year ( XXXX ). 

There are several extremely confusing issues which popped up this morning on my account. First off only XXXX of my payments is shown to have cleared the ed-financial XXXX. The payment was in the amount of {$350.00}, which is extremely odd given that the payment registered on my joint-account bank statement ( and the original email receipt from edfinancial ) was in the amount of {$340.00}. The payment confirmation XXXX  for this transaction is : XXXX. Furthermore a transaction in the amount of {$300.00} was mysteriously identified under the heading 'Payment Reversal ' which was submitted not through XXXX  joint account but through XXXX XXXX checking account. Furthermore the original payments submitted must have been merged into XXXX, as in fact there were separate payments in the amounts {$170.00} ( ID : XXXX ), {$95.00} ( ID : XXXX ), {$39.00} ( ID : XXXX ). Presumably there was a merging of the payments at some point, however I would like a full-itemized explanation of each of the transactions and XXXX  remuneration if missing at the moment. 

Furthermore and just as important, really more ; XXXX days ago on XXXX the XXXX, XXXX I received approval for entrance into the XXXX program which allocated in bolt type : New Monthly Payment Amount : {$0.00} for XXXX  months Furthermore, my current edfinancial account seems to be in some sort of glitch-like stage... there is still a heading indicated no required payments until XX/XX/XXXX, however I also have a popup identifying the end of current forbearance in XXXX  days, and my payments still seem to be active. This seems to have a software design mistake or perhaps bug of some sort. I have as a response re-applied for the same forbearance program as previously done so. 

Thank you for reading, I certainly need some clarification on each of these transactions as-well as full-receipts on each transaction. Furthermore I would like a full-receipt on the status of the forbearance program as-well as the explanation on the current-status of error. 

I can be contacted in the following manner : main personal email : XXXX University Email : XXXX Cell Phone : XXXX

Company response to consumer: Closed with explanation