Consumer complaint received 2024-01-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: EdFinancial Services
State: OK

Complaint narrative:
I've applied three times now to change to the new XXXX repayment plan. Two applications were submitted in XXXX and another was submitted today, XX/XX/XXXX. On XX/XX/XXXX, after the first application, Edfinancial requested more income information and sent another letter stating I would need to call them to confirm that I want to exit the plan and make a required monthly payment. When I was able to call and get through to them ( tried on XX/XX/XXXX, but they were closed ; put myself on the call back list on XX/XX/XXXX ; they called back on XX/XX/XXXX ), they said the application was already closed and that I would need to make a {$5.00} exit fee and submit another application. They said it would be processed after I finished this. I made the {$5.00} payment over the phone and submitted another application through studentaid.gov on XX/XX/XXXX. The new application says it has been reviewed by the servicer on studentaid.gov, but it doesn't give the date. On XX/XX/XXXX, I received the same messages on the Edfinanical website requesting more income information ( XXXX tax form ) and the call to confirm that I wanted to switch plans. I submitted the tax form and made the call to confirm on the same day, XX/XX/XXXX. During this call, I confirmed with them that the {$5.00} fee counted toward the exit fee for this application. I waited for the application to be processed. I'm unsure of the date, but between XX/XX/XXXX and my next call back on XX/XX/XXXX, I emailed Edfinancial for a status update and never received a confirmation that the email was received or an email back. There was no option to receive a copy of my email so I have no record of it. When I called back on XX/XX/XXXX, I put myself on the call back list and never received a call back. I called again on XX/XX/XXXX and did the same. I received a call back on that the same day and was told it was still processing. I called again on XX/XX/XXXX and was told processing takes XXXX business days so I planned to wait until the second week of XXXX to check back again. After all of this and 3 months of waiting, I received another message on XX/XX/XXXX that they received income information, but no application. I called on XXXX XXXX and was told that because the 90 day window had passed and my application had expired. They essentially told me that each time Edfinancial takes more than 90 days to finish processing my application, it expires and I have to reapply and return to the back of the line of applications. I would like to add that I have been making payments and have not been put in forbearance despite the long processing times and lack of communication. I also have not been informed that my first application was closed or that the second application has expired. I have to call and wait or be put on the call back list to possibly get a call back and hopefully get someone willing to give me any information on what is happening with my applications and loans. After my call, I reapplied for the third time on studentaid.gov. I am now submitting a complaint here and on studentaid.gov due to the lack of communication, unhelpful service, and absurd policies of Edfinancial. Thank you for your assistance.

Company response to consumer: Closed with explanation