Consumer complaint received 2024-10-02 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: VA

Complaint narrative:
Prior to EdFinancial switching their data system and website, I made a payment in the amount of {$500.00} on XX/XX/XXXX. However, it wasn't reflected on my account history. They also changed the names of the loans when they transitioned. 

I emailed them and kept receiving emails stating that someone would get back to me, but never received an update. 
I made a payment on XX/XX/XXXX in the amount of {$640.00} and XXXX in the amount of {$1000.00}. They received the money, but it still wasn't reflected on the account. I sent them an email inquiring on XXXXXXXXregarding these payments and they sent an email response on XXXXstating that their records indicate both payments. 
However, they did not mention why the payments weren't reflected on my account. These payments would have paid off these loans which would then be a XXXX balance or loans removed. 
I then sent another email on XX/XX/XXXX when I realized they ported everything to a new website but still didn't reflect these payments. They responded on XX/XX/XXXX stating that they are not showing that a payment was deducted for $ Unspecified on Unspecified and to verify with my bank or bill pay service provided or send proof of payment. 
On XX/XX/XXXX, I sent them screenshots of the proof of payments in addition to the first email confirmation from specifically stating that they have record of the payments made from a " XXXX. '' They responded on XX/XX/XXXX stating that the proof of payment has been sent to the appropriate department and to allow XXXX business days for processing and they will notify me if anything else is needed. 
On XX/XX/XXXX I followed up letting them know it has been well over XXXX business days and still no update. 
On XX/XX/XXXX they emailed stating that the request has been fully processed and credits have been applied to my account. 
on XX/XX/XXXX I responded asking them to let me know where to find the credits as the loans are still present and I am still being billed for them. They should be removed and there is no indication of a credit or loan removal. I asked to provide proof. 
On XX/XX/XXXX they said my loans are not reflecting paid in full and the request for missing payments are sent to the finance department are processed in the order they are received. 
I responded on XX/XX/XXXX reiterating my frustration and sending them a summary of all of my back and forth communication for the past XXXX  years and no one can find my payments but I am still being charged. 
They responded on XX/XX/XXXX stating that my proof of payment is still being reviewed. 
After no update, I emailed on XX/XX/XXXX asking for an update. 
on XX/XX/XXXX they responded letting me know that a finance task has been submitted and there is no to turnaround time when it will be completed and allow the team more time for processing. 
It is now XXXX and still no update. I am at my wits end and just want these loan payments reflected and removed.

Company response to consumer: Closed with explanation