Consumer complaint received 2024-06-03 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: PA

Complaint narrative:
My auto payments for my student loans were to begin on XX/XX/XXXX. I checked my Ed. Financial account that day to ensure it was paid, it showed that the autopayment went through. The money never left my checking account. 

I received a notice on XX/XX/XXXX that my bank returned my payment. I checked my banking details, and everything looked correct. I submitted a manual payment. The payment was processed for a few days before eventually showing " paid. '' The money was never taken out of my checking account and showed the payment was reversed again the same day the charge was " attempted. '' I removed my bank details and added them again to confirm they were correct on XXXX. I then submitted another manual payment. 

I called my bank, and they showed that an attempted charge was made, but they spelled my last name wrong and added another digit to my account number. I double-checked my name and account information only to find that they were correct in my Ed. Financial account. It seems that Ed. Financial had added my middle initial to my last name and inputted my banking information incorrectly for the charge on XX/XX/XXXX. My bank also showed that they made this same mistake again today for my payment on XXXX. 

I contacted Ed. Financial via email multiple times since XX/XX/XXXX and spoke with a representative in their chat system today, XXXX. I wanted to verify how they had my last name in their system because they keep charging my payment to " FirstName MiddleInitialLastName. '' However, it shows my middle initial separately in my account details. The representative refused to identify how they were categorizing my last name specifically until the very end of our conversation. The representative stated my name is " FirstName MiddleInitial LastName. '' Per my bank 's guidance, I went to add my banking information again. To verify that I had the correct information, I left my original banking information in my account and tried to add it again. I copy pasted my details directly from my banking app and it showed that I could not add this account because it was already added. This contradicts the incorrect information Ed. Financial is using when they " attempt '' to put my payment through. 

I added my bank account information again and attempted a fourth payment today on XXXX. I also added a second checking account to attempt payment again today. I have now attempted to make XXXX payments, with XXXX showing as immediately reversed when they were " attempted '' because of " banking issues '' that appear to come from Ed. Financial not inputting information correctly.

The information for my bank accounts is correct and my name also appears to be correct in my Ed. Financial Account. But, for some reason, they keep reversing my payments and claiming it's my bank 's fault when XXXX ) I have given them the correct information to charge me XXXX ) they are clearly adding numbers to my checking account number and XXXX ) they are also combining my middle initial and last name when I attempt to pay.

Company response to consumer: Closed with explanation