Consumer complaint received 2024-04-17 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: IL

Complaint narrative:
XX/XX/XXXX RE : XXXX XXXX Student Loan Borrower Covid Refund Request from XX/XX/XXXX To : Edfinancial Student Loan Servicer/US Dept Of Education Since XX/XX/XXXX, when I first requested a refund of all federal student loan payments I made during the Covid Pause from XXXX I have been unable to get a consistent answer from Edfinancial as to when my refund will be returned to me and the covid payments reinstated back into my Edfinancial Borrower Account. 

I have called and spoken to Edfinancials customer service representatives and supervisors and have received repeated assurances that the request was expedited on numerous occasions. I made the initial request for a complete refund of all Covid payments on XX/XX/XXXX, I called back on XX/XX/XXXX to clarify that it was completed and they had submitted incorrect paperwork and resubmitted it on that date. In XXXX I called again and was assured it was processing. In XXXX most notably I had a 2 hour conversation with customer service representative XXXX during which time she researched the entire situation and expedited the Covid refund request once again after multiple other agents had previously told me they completed the proper request procedure to get the request processed appropriately. 

None of these phone calls have resulted in any funds paid during the Covid pause being returned to me or in the balance of my Edfinancial account being reinstated. Despite the fact that I made the request well within the time frame that was appropriate first on XX/XX/XXXX and then again on XX/XX/XXXX. Both times well before the Covid pause was set to end. 

At this point I need to have a supervisor from Edfinancial and/or a supervisor from Studentaid.gov/US Dept of Ed reach out to me to appropriately address and resolve this situation that has now gone on for a full 6 plus months. Despite the many hours of time I have spent addressing this situation since XX/XX/XXXX on at least 6 different phone calls to Edfinancial last month on XX/XX/XXXX I again was assured it was expedited no refund or resolution has occurred. On XX/XX/XXXX I called XXXX again to check and the regular customer service representative had no idea how to handle the situation or resolve it. 

Please call me or email me immediately at XXXX or XXXX me resolve this situation once and for all. 
Thank you so much for your time and attention to this extremely important matter. 

We have contacted Student Aid.gov and submitted MULTIPLE complaints and each time they tell us this will be expedited but have not received one phone call back from anyone in 8 months!!! We have contacted the Ombudsman but have not heard back from anyone. We have contacted our local and state representatives on this matter as well. Have not heard from one person in 8 months. This is our legal right to receive our money back so we can double consolidate and put it into the SAVE program. We can not get one answer back from anyone! 

XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX

Company response to consumer: Closed with explanation