Consumer complaint received 2025-09-23 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: GA

Complaint narrative:
Hello, I have changed my name from XXXX XXXX to XXXX XXXX. I am listed as XXXX XXXX with student loan service providers, but I have the same social security number. 
I am filing this formal complaint against my student loan servicer, XXXX, and its associated entities for their failure to provide proof of a loan consolidation that I do not believe I ever authorized. Despite my repeated attempts to resolve this issue, I have been given contradictory information and sent in circles between EdFinancial, XXXX, and XXXX XXXX XXXX. No entity has been able to produce the signed Master Promissory Note or contract that legally binds me to this consolidated loan. 

My servicer, EdFinancial, is demanding payment on this loan and has stated that I am ineligible for an unemployment deferment specifically because of its consolidated status. This is causing significant financial distress. 

Chronological Summary of My Attempts to Resolve the Issue : XX/XX/XXXX ( XXXX AM ) : I spoke with a representative at EdFinancial for XXXX minutes to understand why my loans were due while I am unemployed. I was informed they were consolidated and therefore I could not place them in deferment. I do not recall ever consolidating my undergraduate loans. I asked the representative to provide the signed document proving I had authorized this action. She stated she did not have it and directed me to call XXXX, claiming they would have the document. 

XX/XX/XXXX ( XXXX AM ) : Following EdFinancial 's instructions, I called XXXX. The representative searched for my information using my Social Security number and confirmed that my XXXX did not show up in their system. She stated this means XXXX did not consolidate my loan and told me to call EdFinancial again. 

XX/XX/XXXX ( XXXX PM ) : Seeking clarity, I called Federal Student Aid ( StudentAid.gov ) and spoke to a representative named XXXX. She confirmed that a loan from XXXX appears in her system as " consolidated '' and that EdFinancial is listed as both the originator and servicer. When I asked her for the signed consolidation agreement, she stated it was not available in the federal system and that I needed to call EdFinancial to get the document. 

XX/XX/XXXX ( XXXX AM ) : I called EdFinancial for a second time to formally request the signed agreement. I was transferred to a representative who told me that EdFinancial does not have the contract and, once again, directed me to contact XXXX and the Department of Education ( Federal Student Aid ), the very entities that had already sent me back to EdFinancial. 

XX/XX/XXXX ( XXXX PM ) : During the same call, I was transferred to another representative, XXXX. She confirmed she could not find any consolidation document or approval date in my file. More importantly, XXXX XXXX found a call note in my file from a previous year stating that I had spoken to a representative about consolidation and had explicitly said NO and did not grant approval. After I explained my frustration with being sent in circles, she sent me an email with incorrect information, stating I was " interested in consolidating. '' When I corrected her, she claimed it was the wrong template. She then provided me with a non-working phone number for what she called the " consolidation department. '' Summary of the Problem : Failure to Provide Proof of Debt : The primary issue is that no entityneither the servicer ( EdFinancial ), the alleged consolidator ( Aidvantage ), nor the government oversight body ( Federal Student Aid ) can produce the foundational legal document with my signature that created this alleged consolidated loan. 

Systemic Runaround : I am trapped in an administrative loop where each organization blames another, making it impossible to get a straight answer or the documentation I am legally entitled to review. 

Evidence of Non-Consent : An EdFinancial representative has found a note in my own file that corroborates my claim that I did not approve this consolidation. 

Denial of Borrower Rights : I am being denied access to an unemployment deferment, a critical borrower protection, based on the questionable status of this loan. 

Desired Resolution : I request that the CFPB compel EdFinancial and the Department of Education to conduct a thorough investigation and produce the original, signed Master Promissory Note for this consolidation loan within 30 days. 

If they can not produce this legal document, I request that the consolidation be deemed invalid and that my undergraduate loans be returned to their original, pre-consolidation status. This would restore my eligibility for borrower protections like the unemployment deferment I currently need. 

I demand that EdFinancial immediately place my account in an administrative forbearance and suspend all payment demands and negative credit reporting while this complaint is being investigated. 

I request a full accounting of my loan history and a clear explanation for how a consolidation could have proceeded without my signed authorization and, seemingly, against my documented refusal. 

Thank you for your time and assistance in resolving this urgent matter. 

Thank you.

Company response to consumer: Closed with explanation