Consumer complaint received 2025-02-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: EdFinancial Services
State: CA

Complaint narrative:
The following is regarding these two loans : Account # XXXX XXXX XXXX XXXX  - Subsidized Disbursement Date : XX/XX/XXXX Original Principal : {$2600.00} XXXX XXXX XXXX XXXX XXXX XXXX  - Subsidized Disbursement Date : XX/XX/XXXX Original Principal : {$3500.00XXXX XXXX XXXX XXXX I received a paid in full letter from EdFinancial for 4 XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXX. The next day ( XX/XX/XXXX ) I called EdFinancial the next day to confirm the discharges. The customer service agent confirmed that they were forgiven due to the IDR repayment plan that they were on and due to the age of the loans. 
On XX/XX/XXXX I called EdFinancial again because I noticed that 2 of the loans that were fully forgiven and at XXXX balance now showed a balance due : XXXXXXXX XXXX XXXX XXXX showed a balance of {$150.00} and XXXX XXXX XXXX XXXX was showing a balance of {$200.00}. These XXXX loans were also automatically put on forbearance and are accruing interest. I found it extremely strange that the customer service agent told me that they would send a ticket to finance to have them look into this and to call back. I had also checked my FSA account multiple times and the balance on these two loans were XXXX and confirmed paid in full. 
As time went on nothing changed, I called again in XXXX and XXXX. I got different advice but also was told to wait and call back. 
On XX/XX/XXXX, another agent told me to submit a proof of payment in the EdFinancial Dashboard. I sent the paid in full letter that Edfinancial sent me and screenshots from my FSA ( Federal Student Aid ) account. Nothing changed. I called again on XX/XX/XXXX and was told that I still had a balance due and the agents I spoke to refused to listen to my explanations that the loans show paid in full on my FSA ( Federal Student Aid ) account and that I had spoken to FSA ( Federal Student Aid ) agents who also confirmed this. I also told them these loans were wiped off my credit reports from the credit bureaus. I spent 2 hrs on the phone and even asked if they could conference with an FSA agent and they refused. The FSA ( Federal Student Aid ) agent I spoke to earlier also confirmed that these loans were paid in full when she looked them up on the XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ). The FSA agent also suggested a submit a complaint to FSA ( Federal Student Aid ). 
I finally asked for an Edfinancial supervisor who still couldnt give me clear solutions or answers. XXXX said that it was probably since they used a new third party company to handle their accounts and that the issue should resolve on its own but couldnt give a definite timeline. She did not offer to rectify the problem right away. She said if its already paid in full that I had nothing to worry about. She also stated that if I dont see my account updated by May then I should contact them to forebear the account ; This would give them more time to reprocess the forgiveness in their systems and fix the glitch. 

Its been 10 months and I am still waiting for a resolution. 
This kind of treatment is extremely unethical and unprofessional. I am requesting that the 2 loans in question be brought back to the XXXX balance to reflect the paid in full letters right away. 

I received a paid in full letter from EdFinancial for 4 Direct Subsidized Loans dated on XX/XX/XXXX. The next day ( XX/XX/XXXX ) I called EdFinancial the next day to confirm the discharges. The customer service agent confirmed that they were forgiven due to the IDR repayment plan that they were on and due to the age of the loans. 
On XX/XX/XXXX I called XXXX again because I noticed that XXXX of the loans that were fully forgiven and at XXXX balance now showed a balance due XXXX XXXX XXXX XXXX XXXX showed a balance of {$150.00} and XXXX XXXX XXXX XXXX was showing a balance of {$200.00}. These 2 loans were also automatically put on forbearance and are accruing interest. I found it extremely strange that the customer service agent told me that they would send a ticket to finance to have them look into this and to call back. I had also checked my FSA account multiple times and the balance on these two loans were XXXX and confirmed paid in full. 
As time went on nothing changed, I called again in XXXX and XXXX. I got different advice but also was told to wait and call back. 
On XX/XX/XXXX, another agent told me to submit a proof of payment in the EdFinancial Dashboard. I sent the paid in full letter that Edfinancial sent me and screenshots from my FSA ( Federal Student Aid ) account. Nothing changed. I called again on XX/XX/XXXX and was told that I still had a balance due and the agents I spoke to refused to listen to my explanations that the loans show paid in full on my FSA ( Federal Student Aid ) account and that I had spoken to FSA ( Federal Student Aid ) agents who also confirmed this. I also told them these loans were wiped off my credit reports from the credit bureaus. I spent 2 hrs on the phone and even asked if they could conference with an FSA agent and they refused. The FSA ( Federal Student Aid ) agent I spoke to earlier also confirmed that these loans were paid in full when she looked them up on the XXXX ( XXXX XXXX XXXX XXXX XXXX  ). The FSA agent also suggested a submit a complaint to FSA ( Federal Student Aid ). 
I finally asked for an Edfinancial supervisor who still couldnt give me clear solutions or answers. XXXX said that it was probably since they used a new third party company to handle their accounts and that the issue should resolve on its own but couldnt give a definite timeline. She did not offer to rectify the problem right away. She said if its already paid in full that I had nothing to worry about. She also stated that if I dont see my account updated by May then I should contact them to forebear the account ; This would give them more time to reprocess the forgiveness in their systems and fix the glitch. 

Its been 10 months and I am still waiting for a resolution. 
This kind of treatment is extremely unethical and unprofessional.I am requesting that the 2 loans in question be brought back to the XXXX balance to reflect the paid in full letters right away.

Company response to consumer: Closed with explanation