Consumer complaint received 2025-11-26 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:
Complaint Narrative This complaint details the full sequence of servicing failures by EdFinancial, including failure to process XXXX, contradictory billing, improper forbearances, and repeated denials despite timely documentation. All supporting documentation which include email notifications, copies of all emails, copies of all statements, copies of printouts from EdFinancial and XXXX websties. I also included the original offer letter that was submitted with IDR application in XXXX, along with paystubs that were submitted as requested. 
Full Timeline of Events On XX/XX/XXXX received a statement from EdFinancial stating repayment will start XX/XX/XXXX with payments as follows : XXXX payments of $ XXXX as of XX/XX/XXXX, XXXX payments of {$1600.00} as of XX/XX/XXXX, XXXX payments of {$1500.00} as of XXXX/XXXX/XXXX, XXXX payments of {$510.00} as of XX/XX/XXXX. 
XXXX XXXX consolidation and XXXX  application were submitted to XXXX on XX/XX/XXXX. The original application contained a job offer from the non-profit which clearly showed my pay and frequency of pay ( attached ). The application stated that I could turn in my job offer since I haven't received any pay stubs yet. 
On XX/XX/XXXX received a letter from XXXX stating that they received the consolidation application and request for XXXX XXXX XXXX XXXX. Never received any communication from XXXX that my servicer was being transferred to XXXX 
On XX/XX/XXXX received a letter from XXXX  stating that the Direct Consolidation application has been processed, and that records indicate that I selected an Income-based repayment plan on the consolidation application. 
On XX/XX/XXXX received a statement from EdFinancial dated XX/XX/XXXX with first payment due XX/XX/XXXX in amount of {$1100.00}. I called them and they stated the loan would go into forbearance until XXXX is processed. Never received notice from XXXX that servicer changed again from XXXX back to XXXX. 
On XX/XX/XXXX received a letter dated XX/XX/XXXX stating the loan was paid in full through consolidation on XX/XX/XXXX. 
On XX/XX/XXXX received a letter reminding me that I am scheduled to begin repayment as of XX/XX/XXXX in the amount of {$960.00}. 
On XX/XX/XXXX received a letter thanking me for choosing XXXX to service my direct consolidation loan. 
Received a statement dated XX/XX/XXXX from XXXX showing payment due XX/XX/XXXX in amount of {$960.00}. Called again and was told it will go into forbearance until XXXX is processed. 
Received a letter dated XX/XX/XXXX from XXXX reminding me that my payment is due XX/XX/XXXX in the amount of {$970.00}. 
Received a statement dated XX/XX/XXXX showing payment due on XX/XX/XXXX in amount of {$970.00}. 
Called again only to be told again that XXXX is being processed and that loan will go into forbearance. 
On XX/XX/XXXX received a letter dated XX/XX/XXXX regarding status change in my federal student loans and that notices like this are sent shortly before loan repayment obligation begins with repayment schedule showing first payment due XX/XX/XXXX with XXXX payments of {$970.00} with interest of 7.5 % with total repayment of {$350000.00}. 
On XX/XX/XXXX received a letter dated XX/XX/XXXX thanking me for recent request, and in order for them to review I needs to provide proof of my most recent gross monthly income. I submitted XXXX paystub via email. 
On XX/XX/XXXX received a letter dated XX/XX/XXXX reminder that scheduled payment to begin repaying on XX/XX/XXXX is {$990.00} with total to be repaid {$350000.00}. 
On XX/XX/XXXX I replied via email stating that I applied for XXXX back in XXXX and that every time I called I was told that the loan will go into forbearance until processed, and I was asked for pay information again, which I sent last week, and that today I received a letter that loan repayment is due in XXXX. 
On XX/XX/XXXX received notice that my application for XXXX has been denied due to not being able to see payment rate clearly. I called and was told to write on the paystub that pay is bi-weekly. 
On XX/XX/XXXX I followed the instructions and wrote the pay frequency on the stub and submitted it via email. 
On XX/XX/XXXX received an email stating they received my email and it will be processed within XXXX business days. 
Received a statement dated XX/XX/XXXX showing payment due XX/XX/XXXX in amount of {$990.00}. 
On XX/XX/XXXX received a letter dated XX/XX/XXXX thanking me for recent request for an income driven repayment plan and that it has been denied because the alternative documentation of income that was provided is older than XXXX days. 
On XX/XX/XXXX I uploaded the newest paystub in the portal, and also sent an email with new paystub, first paystub, and job offer. I also gave a timeline of all events, and told them I will be filing a formal complaint with the CFPB, FSA Ombudsman, and Illinois Attorney General. 
On XX/XX/XXXX I received a phone call ( screenshot attached ) telling me that I need to submit a new application for XXXX. I told them that I will not be doing that, and that I will not be making the XXXX payment at that rate and will be filing a formal complaint. 
All documents supporting my statements are attached and organized chronologically. In conjunction to this complaint I am also filing with XXXX Ombudsman and Illinois Attorney General simultaneously. All I want is to have a reasonable payment based on my income and to start making payments that will count towards XXXX. I believe I have been very patient during all transitions Dept of Education has been going through, including the XXXX program, which I was never part of. 

Requested XXXX - XXXX approval of the XX/XX/XXXX XXXX application. 
- Retroactive PSLF credit for all delayed months. 
- Removal of improper forbearances. 
- Correction of interest and balance discrepancies. 
- Assignment of correcXXXX XXXX payment based on verified income. 
- Written assurance that no new XXXX application is required. 
- Full federal and/or state investigation into EdFinancials conduct. 
- I am also very concerned that EdFinancial will now put me in default.

Company response to consumer: Closed with explanation