Consumer complaint received 2024-01-07 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: PA

Complaint narrative:
Edfinancial does not have weekend hours to accommodate borrowers. I contacted Edfinacial on XX/XX/XXXX regarding a student loan that qualified for PSLF and had been serviced by XXXX. 
I submitted a paper loan consolidation on XX/XX/XXXX to complete my double consolidation process thus my resulting loan has not directly received a parent plus loan. My paper loan was to complete the consolidation to qualify before XX/XX/XXXX for the one-time IDR waiver/correction to take place. 
In summary, my loan should not be with Edfinacial. On XXXX I spoke with XXXX representative for Edfinacial. XXXX assured me I would be placed in forbearance while my loan was pushed back to Mohela as it is a PSLF loan. XXXX placed me on hold several times while he spoke with a supervisor. I hoped XXXX was correct. I logged on to Edfiancial portal I had just created. I had been paying XXXX. My current loan started in XXXX of XXXX. The consolidation loan with Edfinacial was also set as a new XXXX loan starting XX/XX/XXXX and ending when I would be XXXX ( If I lived ) in XXXX. My loans should be forgiven at this point with the IDR waiver when applied post-consolidation. 
When I saw this loan had an additional principal of {$170000.00} My new payment is {$3700.00}. My plan under XXXX was {$680.00} per month. I could never make the payment Edfiancial set nor should they be my servicer. 
I called Edfinancial on XX/XX/XXXX and spoke with XXXX at Edfinacial. I asked XXXX if my call was recorded. She verified the call was recorded. I explained all of the above to XXXX. XXXX misrepresented PSLF to me. XXXX told me it did not matter if my payment was not paid as " they do not report to credit agencies ''. I asked XXXX to escalate me to a supervisor or escalation team. XXXX put me on hold. XXXX returned telling me they put me on a " level '' plan. I explained I qualify for the IDR plan. I have my paper application ready to send. However, I am scared to death to do anything. 
XXXX intimated I did not qualify for XXXX???? I reiterated the above. I informed XXXX my Edfinancial inbox holds the forms I submitted should be there showing I am in the PSLF program. XXXX was not willing to nor informed about PSLF, my account, forbearance etc. She would not connect me with a supervisor. I am accruing interest on a loan Edfinacial should not hold. I never requested Edfinacial. I should be with XXXX. Edfinancial rep XXXX and XXXX placed me on hold multiple times to seek information. I believe both were ill-informed. 
Today I opened a letter saying my payment starts on XX/XX/XXXX. My account online states my payments start XX/XX/XXXX. I am not placed in forbearance. Edfinacial representative I spoke with has not considered my waiver nor communicated in any matter with me- the consumer to ameliorate a loan close to forgiveness- rather create a new XXXX loan to benefit XXXX. I was disconnected or dropped from my next call with XXXX.

Company response to consumer: Closed with explanation