Consumer complaint received 2025-04-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: EdFinancial Services
State: MI

Complaint narrative:
I have been really confused about how my student loans have been handled since XX/XX/XXXX. My loans have been in repayment since XX/XX/XXXX. I was on IBR Plan until XX/XX/XXXX, when I was told to switch to SAVE Plan by my servicer EDFinancial. I was thrown into forbearance status XX/XX/XXXX, with no clear explanation, or options given. I read in XX/XX/XXXX that I should be allowed to go back on IBR Plan. I tried to switch back to IBR, and not be in forbearance in XX/XX/XXXX. I called EDFinancial and asked about going back to IBR XX/XX/XXXX. I was told I could, and the woman I spoke with asked my income and household size, said Id get an email. I didnt receive any correspondence from EDFinancial. I got on students.gov account and filled out an IDR app XX/XX/XXXX, requesting to go back onto IBR. That application status is still in review to date. The IDR forgiveness tracker graph on the students.gov account said I had a little over 2 years left of repayment, until I reached enough payments for IDR forgiveness. I called EDFinancial XX/XX/XXXX and was told all IDR apps were put on hold because of an injunction with SAVE Plan. I asked why IBR was being impacted, since its not SAVE. There are 5 IDR plans, not just SAVE. I received no resolve with my application. Around this time, the IDR application form was removed from the Dept of ED website, which was really concerning. I called EDFinancial XX/XX/XXXX and inquired about my IBR app again. I also requested a copy of my MPN. I called EDFinancial again XX/XX/XXXX as id not received the copy of my MPN, and to ask about my IBR app. I was told theyd mailed the MPN, it was sent out. I received an email notification from student aid.gov that said IDR apps would start getting processed again to contact your servicer, I believe this was around XX/XX/XXXX. I logged onto student aid.gov XX/XX/XXXX, and notice the graph for the IDR plan forgiveness payments had disappeared from my account homepage. I called students.gov, and she denied knowing anything about what IDR forgiveness info I was talking about, she told me to call my servicer for information on my loans. She told me I also had to keep filling out a new IDR app every time they paused and restarting processing the applications. I was in shock a bit. I then called EDFinancial to ask about my IDR app ( again ). A woman spoke with me. I asked if my IDR ( IBR ) app was any closer to being processed. She said theyre behind, and its taking a long time. She told me the apps have been put on hold three times beginning XX/XX/XXXX with the last time they started processing the apps again was XX/XX/XXXX. She put me on hold when I asked what happened to my IDR repayment forgiveness tracker info that was on my students.gov account. She returned, and told me that as of Friday ( XX/XX/XXXX ) the Dept of Ed told EDFinancial they were not allowed to discuss IDR forgiveness payments with borrowers. I said that was preposterous, and I asked for a statement of how many months if been in repayment. I was told a statement of my payments would be mailed, and could take up to 15 days. I also asked for a copy of my MPN ( for the third time ). I asked why Id not received it, after asking for it twice already. She said it was mailed to me XX/XX/XXXX. She told me shed ask for another copy of my MPN to get mailed to me, and it would also take up to 15 days. She told me I should be able to see it on my studentaid.gov account. I asked why I can not access it on my EDFinancial account. I can not access it on my students.gov account, either. It says theres no record of my MPN on my studentaid.gov account. I asked her why my IBR application was still not processed as its been almost 3 months since I submitted it. Ive been in forbearance for 9 months when I shouldve been in repayment due to no fault of my own, a court injunction with 1 of 5 available repayment options is causing this issue. I also read that the court may have had an opinion on ICR and PAYE. This still has nothing to do with IBR or PSLF. I can not get a copy of my XXXX from EDFinancial, and it says there is not record of if on my studentaid.gov account. My IDR repayment information has been disappeared from my students.gov account, and I was told by EDFinancial that they could not talk to anyone about IDR forgiveness or payments that had been made to count towards that ( by the DOE on XX/XX/XXXX ). This doesnt seem legal. Its really confusing bouncing back and forth between the Dept of ed ( students.gov ) and EDFinancial. I graduated in XX/XX/XXXX. Ive been in repayment since XX/XX/XXXX. My eldest was born that year, and now as a single mother, I am trying to get him into university this fall. This is really stressful. Thank you.

Company response to consumer: Closed with explanation