Consumer complaint received 2025-07-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: EdFinancial Services
State: IL

Complaint narrative:
During the fall of XXXX, I requested for EdFinancial to provide me with a complete history of all of my student loans from their inception because my mother informed me during the summer of XXXX that she made a large payment on my behalf. This large payment ( {$49000.00} ) was made in XX/XX/XXXX and I wanted to make sure that it was reflected in loan payment history. It took me a few tries to receive this information from EdFinancial, but they finally provided it to me via email and regular mail. 

I reviewed the loan payment history and did not see this {$49000.00} applied to my account in XX/XX/XXXX. Since XX/XX/XXXX, I had called several times and spoken with many different individuals to understand why this was not reflected on my account. I received different responses, from " yes, it was applied '' to " no, we do not see it ''. For those who stated that the $ XXXX had in fact been applied, I asked them to show me where I could see that information. They never clarified how it was applied, and that it just was there. Once, someone told me that I'd need to submit a proof of payment, which I simply did not have since my mother had made the payments on my behalf. However, XXXX ( my loan servicer at the time ) had sent confirmation emails indicating that they had received and processed the XXXX payment. These emails were printed out, scanned, and uploaded to my account for EdFinancial to review. I received no follow up after I submitted that information and kept hearing from customer service that my matter had been " closed ''. 

In XX/XX/XXXX, I called to speak with a XXXX, XXXX, at EdFinancial about this matter. XXXX reviewed what I had sent and I told her the story of how I was looking for this XXXX payment. She apologized and indicated that she did not see this payment applied either. She then sent this to Edfinancial 's finance department to review. About 4 days later, I missed a call from her, but was able to connect with a different customer service rep who stated that XXXX meant to inform me that I needed to show proof of payment by way of a canceled check or bank statement. I stated that I would look for it. 

I contacted my mother and asked whether she had a copy of this payment being made in her files. Unfortunately, her records from XXXX had been discarded. I also called XXXX XXXX, the bank who had transferred the payment, whether bank statements can be pulled from XXXX. They told me that they keep bank statements available for 7 years. 

I called EdFinancial again right before the XXXX of XXXX holiday to follow up and state that I could not produce these records. The XXXX I spoke with on that day, XXXX, was very sympathetic to my situation and tried explaining that they needed more proof on their end due to the large sum that was paid. He stated that he'd ask the finance department whether anything could be done and that he'd follow up. I haven't heard back from EdFinancial yet. 

I'd like for the CFPB to help me with applying this payment to my account without needing to provide any additional proof of payment and to have Edfinancial adjust my account accordingly, not only for that payment applying but also for all of the interest that has accrued since then.

Company response to consumer: Closed with explanation