Consumer complaint received 2026-05-13 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: TX

Complaint narrative:
I am filing a complaint regarding repeated misinformation, inconsistent communication, and poor servicing guidance from my student loan servicer, EdFinancial, concerning repayment options and loan eligibility. Over the past year, I proactively contacted EdFinancial multiple times because I could not afford my standard monthly payment as a single mother supporting XXXX children on XXXX income. My goal was to avoid delinquency and responsibly manage my loans before my account became severely past due. During prior conversations with representatives, I was placed into temporary forbearances and quoted significantly lower future monthly payment amounts first approximately {$88.00} per month, then later approximately {$120.00} per month. Based on those conversations, I believed my account had been adjusted into more affordable repayment arrangements that aligned with what I could realistically commit to financially. However, when each forbearance period ended, my actual payment due remained close to {$400.00} per month. On XX/XX/year>, during a live chat with an EdFinancial representative, I was informed for the first time that several older XXXX loans on my account were not eligible for the repayment options previously discussed with me. The representative specifically stated : So you were quoted the graduated plan at {$120.00}. However, you have older XXXX loans on the account that do not qualify under for the graduated plan. This critical information was allegedly never disclosed to me during my earlier calls, despite my repeated explanations that I could not afford the payment amounts due and needed accurate information to make informed financial decisions and budgeting choices for my household. I repeatedly requested escalation and asked that prior recorded calls be reviewed because I believe there was a failure to clearly communicate important loan eligibility limitations and repayment expectations. Additionally, during my XX/XX/year> live chat, the representative acknowledged prior payment quotes and repayment discussions. However, during a later follow-up phone call the same day, another representative stated there was no record indicating those prior repayment discussions or quoted payment conversations had taken place. This conflicting information has further increased my concern regarding the accuracy of account documentation, servicing communication, and the ability to obtain reliable guidance regarding my repayment obligations. After my earlier live chat interaction on XX/XX/year>, I placed an additional follow-up call to EdFinancial in an attempt to obtain very specific clarification regarding my account while awaiting escalation review. During that call, I repeatedly asked what exact minimum payment amount would be required by XX/XX/year> to avoid negative credit reporting. Despite asking this question multiple times in direct and specific terms, I was not provided a clear answer. Instead, the representative repeatedly referenced the total past-due balance and stated that my question was unclear. I am requesting that this call also be reviewed, as I believe it further demonstrates the ongoing communication issues and difficulty obtaining clear, actionable repayment guidance despite my repeated proactive efforts to avoid delinquency and protect my credit. Although making this payment will create financial hardship for my family, I am making a payment of {$310.00} in good faith while these concerns are being reviewed because I am attempting to avoid potential negative credit reporting and continue acting responsibly regarding my student loan obligations. My concerns include : - Inaccurate or unclear payment representations- Failure to explain XXXX loan eligibility limitations earlier in the process - Repeated placement into forbearance without fully understanding sustainable repayment options- Communication practices that caused confusion and financial hardship - Conflicting information between representatives regarding account history and repayment discussions- Potential negative impact to my credit despite my repeated proactive efforts to resolve the situation I am requesting : 1. A formal review of prior recorded calls and account notes 2. A clear written explanation of my repayment eligibility across all loans 3. Assistance identifying legitimate affordable repayment options 4. Review of whether borrowers are being adequately informed about XXXX XXXX limitations and repayment eligibility XXXX Review of the conflicting account documentation and communication provided by different representatives I have retained the transcript from my most recent chat conversation and can provide additional documentation if needed. Thank you for your time and review of this matter.

Company response to consumer: Closed with explanation