Consumer complaint received 2026-04-27 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:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT SUBMISSION Complainant : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX Phone : XXXX Email : XXXX Company : Edfinancial Services , LLC Account Number : XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXXXXXX Phone : XXXX Prior CFPB Cases : XXXX and XXXX -- - I. OVERVIEW I am filing this second complaint against Edfinancial Services for three new violations that have arisen since my prior complaints : ( 1 ) deliberate non-production of critical account records following a formal written request, with only a partial financial summary provided in response ; ( 2 ) improper capitalization of {$500.00} in interest into my principal balance on XX/XX/XXXX, despite the forbearance having been purportedly converted to in-school deferment ; and ( 3 ) the resulting threat of new credit damage as a payment comes due before my active disputes have been resolved. These issues compound the pattern of servicer misconduct documented in my prior two CFPB complaints. -- - II. INCOMPLETE RESPONSE TO FORMAL RECORDS REQUEST On XX/XX/XXXX, I contacted Edfinancial via live chat and submitted a formal written request for XXXX categories of account records across four sections, covering contact information history, account access and security logs, communications records, and account and credit reporting history. Edfinancial representative XXXX confirmed receipt, confirmed my email address as XXXX, and committed in writing on a monitored and recorded chat to providing a response within XXXX business days, including a reason for any records that could not be provided. On XX/XX/XXXX, Edfinancial responded with a single-page financial transaction summary covering only disbursements and XXXX interest capitalization entry. This document addressed items XXXX through XXXX of my request at best, and did so only partially. Edfinancial completely failed to produce or address : - Items XXXX : All contact information maintained on file from origination to present ; complete login and account access logs ; complete security settings change logs including XXXX changes, recovery email addresses, and recovery phone numbers, with dates, IP addresses, and device identifiers ; records from my phone call to establish account access ; and the complete unmasked recovery email and phone number ; - Items XXXX : All billing statements and notices with delivery addresses ; all correspondence with my co-signer ; all internal notes and call logs ; all records related to deferment documentation processing ; and all internal communications related to my prior CFPB complaints ; - Items XXXX : All records related to the forbearance agreement and its conversion to in-school deferment status. Edfinancial provided no explanation for its failure to produce these records and no log of withheld documents as requested. This constitutes a materially incomplete response to a legitimate records request. Furthermore, during a subsequent chat with representative XXXX, I was told that internal records and communications require a subpoena because they are property of Federal Student Aid. This representation is inaccurate. As the primary borrower, I have statutory rights to records about my own account under the Privacy Act, 5 U.S.C. 552a, the Fair Credit Reporting Act, and applicable Higher Education Act provisions. This misrepresentation, whether intentional or not, constitutes an attempt to obstruct my legitimate records request and is itself a bad faith act. The records I requested particularly the XXXX security change logs, contact information history, and co-signer communications are directly relevant to pending legal disputes regarding unauthorized account access, failure to deliver communications to the primary borrower, and prior servicer misconduct. Edfinancial 's selective non-production of precisely these records, while providing only routine financial data, appears calculated to withhold the most damaging evidence. XXXX XXXX III. IMPROPER INTEREST CAPITALIZATION FOLLOWING FORBEARANCE CONVERSION Edfinancial 's response to my prior CFPB Complaint No. XXXX stated that the forbearance I was coerced into signing would be updated to reflect in-school deferment status retroactively, following Edfinancial 's improper billing and lack of contact made to me and I have no record that the cosigner was contacted/did not make contact with me if he did receive information. I should not be responsible for the mistakes of this organization, but once again, I am receiving the punishment for their mistakes. Despite this commitment, the financial transaction summary produced on XX/XX/XXXX shows a capitalization of {$500.00} in interest on XX/XX/XXXX after the date the forbearance was purportedly converted. The forbearance should have never have been signed or been in play. This was a means for Edfinancial to attempt to further take advantage of me and insulate themselves for their repeated violations. I was told that I would not receive the deferment that I was entitled to if I did not sign the forbearance ( XX/XX/XXXX ). If the forbearance was properly retroactively converted to in-school deferment, this capitalization should not have occurred. Interest does not capitalize during in-school deferment for subsidized loans, and for unsubsidized loans, capitalization should not have occurred in connection with the improper forbearance period. This entry suggests either that the forbearance was not fully or properly converted as promised, or that Edfinancial capitalized interest that accrued during the improperly required forbearance period both of which represent additional financial harm caused by Edfinancial 's original billing error. I request that the CFPB compel Edfinancial to provide a full written explanation of this capitalization entry, including whether it is attributable to the improper forbearance period, and to reverse it if it resulted from their original error. -- - IV. IMMINENT CREDIT DAMAGE CAUSED BY EDFINANCIAL 'S DELAY Edfinancial 's failure to respond to my records request within the committed XXXX business day timeframe, combined with its incomplete response, has left my active disputes unresolved as a payment comes due on my account. I am unable to verify the accuracy of my account status, confirm that the forbearance was properly converted, or confirm that no further unauthorized account changes have occurred all because Edfinancial has withheld the records necessary to make these determinations. I should not be required to make a payment on an account whose records are actively being withheld by the servicer during a period of documented dispute. Any credit damage resulting from non-payment during this period would be directly and solely attributable to Edfinancial 's failure to produce records within the timeline it committed to in writing. I request that the CFPB compel Edfinancial to immediately place a no-cost, no-interest administrative dispute hold on my account pending full resolution of my outstanding records request and all related disputes, as a remedy for its own processing failure. XXXX XXXX V. RELIEF REQUESTED I respectfully request that the CFPB : 1. Compel Edfinancial to produce all XXXX categories of records requested on XX/XX/XXXX, in full and without further delay, including complete XXXX and security change logs with IP addresses and device identifiers, all contact information history, all co-signer communications, and all internal notes and call logs ; 2. Compel Edfinancial to provide a complete written explanation of the {$500.00} interest capitalization on XX/XX/XXXX, and reverse it if it is attributable to the improperly required forbearance ; 3. Compel Edfinancial to place an immediate no-cost, no-interest administrative dispute hold on my account pending full resolution of all outstanding disputes ; 4. Investigate Edfinancial 's misrepresentation that a subpoena is required to access a borrower 's own account records ; 5. Treat this complaint in conjunction with prior CFPB XXXX XXXX. XXXX and XXXX as evidence of a continuing pattern of servicer misconduct. XXXX XXXX VI. SUPPORTING DOCUMENTATION - Live chat transcript with XXXX, XX/XX/XXXX - Live chat transcript with XXXX, XX/XX/XXXX - Edfinancial 's partial records response dated XX/XX/XXXX ( financial transaction summary only ) - Prior CFPB complaints and Edfinancial responses, Case Nos. XXXX and XXXX - All prior correspondence and chat transcripts referenced in prior complaints I declare that the foregoing is true and correct to the best of my knowledge. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation