Date Received: 2018-12-02
Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: I requeated to be put into a income based repayment program in my annual renewal for this type of loan. It was brought to my attention that there was a particular plan that would lower my oayments based on my income, and that it would require me to prove my annual income by uploading a pay stub to probe my annual income. In the course of doing so I was told that my loan would be put in forebearance while getting this done. I was later informed that because all of my information was not on one page that I would need to resubmit to prove it was actually my income information. I didnt have a computer at the time, and my company, XXXX did not report the income info in a way that could be screen shotted to upload as a single page tying my name at the top with the rest of my screen shot of subsequent reporting. I attempted to upload it again. And again was told it eas not adequate. I finally printed it out and screen shotted it on one page and reuploaded at work were I had access to a printer and comouter so I could format it in an acceotabke way. As my second forebearance was running out I called in and was told that the upload team was unable to upload my document, even though I received a message when it had uploaded, like the previous multiple uploads, that it had uploaded successfully. So I uploaded it again while on a call with Ed Financial. Same way. Same document. This time I was told I would need to take out another forebearance to cover more time needed to process the document.
Company: EdFinancial Services
State/Zip: TX 787XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 3089055
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