Consumer complaint received 2024-01-30 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: MO

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX, I received a call to my cell phone from EdFinancial, saying that " they were going to help figure out the problem with my account. '' I was confused and unaware of what they were talking about, so I assumed this was some sort of scam, but after further discussion with EdFinancial, I learned it was real. They claimed my account was XXXX days past due - which was completely false. 
( I enrolled in auto pay payments in XXXX of XXXX to prepare for the resuming student loan repayments beginning in XX/XX/XXXX. On XX/XX/XXXX, for the amount of {$160.00}, my first payment in my repayment plan was processed on time for the correct amount. Each month since, my payments have been processed as scheduled for the correct amount of {$160.00} and I have received confirmation for each payment. ) The woman I spoke with seemingly had no clue how my account would be XXXX days past due, and she saw that payments were being charged for XX/XX/XXXX, which she herself claimed wasn't possible because federal repayments were not scheduled to begin until XX/XX/XXXX, which is when I properly began my auto-pay. I had never received an alert on my account about this past due error until I received that phone call. I asked the woman for written documentation about my situation, and she told me they could not do that. Instead, she placed my account on XXXX XXXX and told me to wait and not do anything, and she would bring my account current. The call ended and I still had never received any documentation of this occurrence. This phone call lasted XXXX minutes. 
On XX/XX/XXXX, a day before my XXXX statement would be paid, I checked my account on EdFinancial, and the past due alert was gone. I assumed all was returned to normal. My usual payment of {$160.00} was processed on XX/XX/XXXX. Today, however, on XX/XX/XXXX, I received an email notification for a message about my account on EdFinancial. Upon logging in, I saw that my next payment due in XXXX was for the amount of {$270.00}, far larger than my past 4 monthly payments. I called EdFinancial at XXXX XXXX on XX/XX/XXXX, and again, told them how I never received documentation about the past due error that THEY made, and now my account is showing a very large amount due for XXXX that I was NEVER notified or warned about. Upon speaking with a different woman, she, again, had no clue how this happened to my account. I was placed on several short holds as she tried to get an answer. Ultimately, I was told that it was probably larger because after " my account was brought current, it reallocated my loans and created a larger payment. '' I asked if it could be returned to {$160.00} as I previously have been paying, and she told me no, that it can not be changed. She said, " For the missed payments and your account being brought current, these things happen. There's nothing we can do. '' I told her, " I haven't missed payments, this happened because there was an error on EdFinancial 's side. '' She kept telling me she understood but there was nothing I could do, and she recommended I change to a XXXX plan. I told her I was frustrated and confused and did not feel like I received any answers. Furthermore, I told her that I wanted an email describing these events, and, once again, I was told that they can't do that. I asked to speak to someone else with the power to do that, and she said, " No one can do that. '' This call lasted XXXX minutes. I feel cheated and confused. I don't know what I am going to do about my payments, because {$270.00} is an amount I can not comfortably afford. I still do not know how this happened because all I have done is make my payments correctly and on time, and due to their negligence and ignorance, my monthly payments increased.

Company response to consumer: Closed with explanation