{"id":"edfinancial","page":"https://escalate.alexgaoth.com/#/c/edfinancial","html":"https://escalate.alexgaoth.com/c/edfinancial/","generated":"2026-10-15","company":{"id":"edfinancial","name":"Edfinancial Services","aliases":["edfinancial","ed financial","edfinancial.studentaid.gov"],"sector":"student_loan","website":"https://edfinancial.studentaid.gov/","account_url":"https://myaccount.edfinancial.studentaid.gov/","official_domains":["edfinancial.studentaid.gov"],"security":{"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Edfinancial says you can call your servicer about repayment options, including income-based plans, and that you don't have to pay someone for this assistance.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Edfinancial warns about third-party debt relief companies. It says to research a company carefully to make sure its offer is legitimate, and to reset your FSA ID or Edfinancial password if you gave the company that login.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"debt-relief-scam-email","type":"email","label":"Report a third-party debt relief company to Edfinancial's Customer Resolutions Unit","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","purposes":["fraud"],"notes":"Forward any documents you received from the debt relief company. Include the company name or the phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"Edfinancial Services is headquartered in Knoxville, Tennessee (NMLS Company ID 1509247) and services federal student loans for Federal Student Aid, U.S. Department of Education. Its site does not name a parent company. No 2025-2026 change to Edfinancial's federal servicing role was confirmed on a source.","channels":[{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"servicemember-phone","type":"phone","label":"Servicemember Liaison (toll free)","value":"+1-800-337-6884","purposes":["student_loan_servicing"],"notes":"The contact page lists 1-800-337-6884 or 1-855-337-6884 for the Servicemember Liaison, with no hours. The Ways to Pay page also gives 800-337-6884 for phone payments. Military email: military@edfinancial.studentaid.gov.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (secure document upload)","value":"https://myaccount.edfinancial.studentaid.gov/","purposes":["student_loan_servicing","account_access"],"access":"login","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"secure-message","type":"web_form","label":"Secure email message (select a topic on the Contact page)","value":"https://edfinancial.studentaid.gov/contact","purposes":["student_loan_servicing"],"notes":"The topic selector is on the Contact page. It was not tested; it may ask for account details.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"US Department of Education, P.O. Box 790322, St. Louis, MO 63179-0322","access":"open","notes":"The page says to send all payments with your new account number to this address, and that the payment address can differ by loan program; check your billing statement or online account. Put your name, account number and payment amount on the check or money order.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"},{"id":"credit-dispute-mail","type":"mail","label":"Credit reporting disputes","value":"Attention: Credit Disputes, P.O. Box 30159, Knoxville, TN 37930-0159","purposes":["debt_collection"],"access":"open","notes":"Include a copy of the credit report with the disputed items marked, supporting documents and a cover letter that asks for the update.","source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"},{"id":"debt-relief-scam-email","type":"email","label":"Customer Resolutions Unit (forward documents from third-party debt relief companies)","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","notes":"For reporting a third-party debt relief company. Include the company name or phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"correspondence-mail","note":"Or a secure message or upload through the online account. Keep copies."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask Edfinancial to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from Edfinancial","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call Edfinancial and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"Send a written request to correct the error, with copies of your proof. Use the secure message, an upload through the online account, or the letters address. Keep a copy.","channel":"correspondence-mail"},{"do":"If Edfinancial does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and Edfinancial's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"Edfinancial's Student Loan Advocates page lists the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and links state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman. Some state agencies (DC, MA, NV, VA, WA) help only borrowers who live in that state."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"A court order ended the SAVE Plan on March 10, 2026. Edfinancial says it will notify borrowers enrolled in SAVE between July 1st and August 15th, and they will have 90 days to choose a different plan.","issues":["student_loan_servicing"],"source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of an Edfinancial loan, or a loan that went into default.","evidence":["credit report with the disputed items highlighted or circled","supporting documents","cover letter that explains the issue"],"steps":[{"do":"Mail a credit dispute to Edfinancial with the marked credit report, supporting documents and a cover letter that asks for the update.","channel":"credit-dispute-mail","note":"You can also file the dispute directly with Equifax, Experian and TransUnion."},{"do":"Allow up to 30 days for the review, then check your credit reports. The bureaus can take another 45-60 days to update."},{"do":"If the loan is in default, it may no longer be with Edfinancial. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"deadline","claim":"Edfinancial says mailed credit disputes and disputes filed with the credit reporting agencies may take up to 30 days to review; after Edfinancial finds an update is needed, the agencies may take 45-60 days to update their records.","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"},{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"From July 1, 2026, the auto pay interest rate reduction is 1% (up from 0.25%). Borrowers with eligible loans get it by enrolling in Auto Pay by December 31st, 2026.","source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Mail payments several days before the due date, and put your name, account number and payment amount on the check.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"}],"known_blockers":["The online account, secure upload and payment tools need the borrower's login.","Edfinancial's home page still shows an outdated note that IDR and PSLF count adjustments would be done by July 1, 2024."]},"playbooks":{"student_loan_servicing":{"company":{"id":"edfinancial","name":"Edfinancial Services","sector":"student_loan","website":"https://edfinancial.studentaid.gov/","account_url":"https://myaccount.edfinancial.studentaid.gov/"},"issue":{"id":"student_loan_servicing","name":"Student loan servicing problem"},"playbook_source":"company","summary":"Ask Edfinancial to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from Edfinancial","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call Edfinancial and describe the error. Write down the date, the representative's name and any reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"do":"Send a written request to correct the error, with copies of your proof. Use the secure message, an upload through the online account, or the letters address. Keep a copy.","channel":{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"do":"If Edfinancial does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and Edfinancial's replies.","note":"Edfinancial's Student Loan Advocates page lists the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and links state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman. Some state agencies (DC, MA, NV, VA, WA) help only borrowers who live in that state.","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"servicemember-phone","type":"phone","label":"Servicemember Liaison (toll free)","value":"+1-800-337-6884","purposes":["student_loan_servicing"],"notes":"The contact page lists 1-800-337-6884 or 1-855-337-6884 for the Servicemember Liaison, with no hours. The Ways to Pay page also gives 800-337-6884 for phone payments. Military email: military@edfinancial.studentaid.gov.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (secure document upload)","value":"https://myaccount.edfinancial.studentaid.gov/","purposes":["student_loan_servicing","account_access"],"access":"login","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"secure-message","type":"web_form","label":"Secure email message (select a topic on the Contact page)","value":"https://edfinancial.studentaid.gov/contact","purposes":["student_loan_servicing"],"notes":"The topic selector is on the Contact page. It was not tested; it may ask for account details.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"US Department of Education, P.O. Box 790322, St. Louis, MO 63179-0322","access":"open","notes":"The page says to send all payments with your new account number to this address, and that the payment address can differ by loan program; check your billing statement or online account. Put your name, account number and payment amount on the check or money order.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"},{"id":"debt-relief-scam-email","type":"email","label":"Customer Resolutions Unit (forward documents from third-party debt relief companies)","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","notes":"For reporting a third-party debt relief company. Include the company name or phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"A court order ended the SAVE Plan on March 10, 2026. Edfinancial says it will notify borrowers enrolled in SAVE between July 1st and August 15th, and they will have 90 days to choose a different plan.","issues":["student_loan_servicing"],"source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"policy","claim":"From July 1, 2026, the auto pay interest rate reduction is 1% (up from 0.25%). Borrowers with eligible loans get it by enrolling in Auto Pay by December 31st, 2026.","source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Mail payments several days before the due date, and put your name, account number and payment amount on the check.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Or a secure message or upload through the online account. Keep copies.","channel":{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The online account, secure upload and payment tools need the borrower's login.","Edfinancial's home page still shows an outdated note that IDR and PSLF count adjustments would be done by July 1, 2024."],"security":{"official_domains":["edfinancial.studentaid.gov"],"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Edfinancial says you can call your servicer about repayment options, including income-based plans, and that you don't have to pay someone for this assistance.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Edfinancial warns about third-party debt relief companies. It says to research a company carefully to make sure its offer is legitimate, and to reset your FSA ID or Edfinancial password if you gave the company that login.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"debt-relief-scam-email","type":"email","label":"Report a third-party debt relief company to Edfinancial's Customer Resolutions Unit","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","purposes":["fraud"],"notes":"Forward any documents you received from the debt relief company. Include the company name or the phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Edfinancial Services is headquartered in Knoxville, Tennessee (NMLS Company ID 1509247) and services federal student loans for Federal Student Aid, U.S. Department of Education. Its site does not name a parent company. No 2025-2026 change to Edfinancial's federal servicing role was confirmed on a source.","warnings":[]},"debt_collection":{"company":{"id":"edfinancial","name":"Edfinancial Services","sector":"student_loan","website":"https://edfinancial.studentaid.gov/","account_url":"https://myaccount.edfinancial.studentaid.gov/"},"issue":{"id":"debt_collection","name":"Sent to collections"},"playbook_source":"company","summary":"Credit reporting of an Edfinancial loan, or a loan that went into default.","evidence":["credit report with the disputed items highlighted or circled","supporting documents","cover letter that explains the issue"],"steps":[{"do":"Mail a credit dispute to Edfinancial with the marked credit report, supporting documents and a cover letter that asks for the update.","note":"You can also file the dispute directly with Equifax, Experian and TransUnion.","channel":{"id":"credit-dispute-mail","type":"mail","label":"Credit reporting disputes","value":"Attention: Credit Disputes, P.O. Box 30159, Knoxville, TN 37930-0159","purposes":["debt_collection"],"access":"open","notes":"Include a copy of the credit report with the disputed items marked, supporting documents and a cover letter that asks for the update.","source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"}},{"do":"Allow up to 30 days for the review, then check your credit reports. The bureaus can take another 45-60 days to update."},{"do":"If the loan is in default, it may no longer be with Edfinancial. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"US Department of Education, P.O. Box 790322, St. Louis, MO 63179-0322","access":"open","notes":"The page says to send all payments with your new account number to this address, and that the payment address can differ by loan program; check your billing statement or online account. Put your name, account number and payment amount on the check or money order.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"},{"id":"credit-dispute-mail","type":"mail","label":"Credit reporting disputes","value":"Attention: Credit Disputes, P.O. Box 30159, Knoxville, TN 37930-0159","purposes":["debt_collection"],"access":"open","notes":"Include a copy of the credit report with the disputed items marked, supporting documents and a cover letter that asks for the update.","source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"},{"id":"debt-relief-scam-email","type":"email","label":"Customer Resolutions Unit (forward documents from third-party debt relief companies)","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","notes":"For reporting a third-party debt relief company. Include the company name or phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Edfinancial says mailed credit disputes and disputes filed with the credit reporting agencies may take up to 30 days to review; after Edfinancial finds an update is needed, the agencies may take 45-60 days to update their records.","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"},{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"},{"kind":"policy","claim":"From July 1, 2026, the auto pay interest rate reduction is 1% (up from 0.25%). Borrowers with eligible loans get it by enrolling in Auto Pay by December 31st, 2026.","source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcra-dispute","title":"Fair Credit Reporting Act dispute rights (credit bureaus and furnishers)","citation":"15 U.S.C. 1681i; 15 U.S.C. 1681j(a)(3); 12 CFR 1022.43 (Regulation V)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can dispute inaccurate or incomplete information with a credit bureau, which must reinvestigate free of charge within 30 days (up to 15 more days in some cases), notify the furnisher within 5 business days, and delete or correct information that is inaccurate, incomplete or cannot be verified. A consumer can also dispute certain information directly with the company that furnished it.","source":"https://www.law.cornell.edu/uscode/text/15/1681i","last_verified":"2026-10-12","points_omitted":9,"points":[]},{"id":"fdcpa-reg-f-validation","title":"Debt validation notice and dispute period (FDCPA, Regulation F)","citation":"12 CFR 1006.34; 12 CFR 1006.38 (Regulation F)","jurisdiction":"us-federal","status":"in_effect","summary":"A third-party debt collector must give the consumer validation information, including an itemization of the debt and the date the validation period ends. If the consumer disputes the debt in writing within the validation period (30 days after the consumer receives or is assumed to receive the information), the collector must stop collecting until it sends verification of the debt.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Regulation F covers a debt collector: a person whose principal business purpose is collecting debts, or who regularly collects debts owed or asserted to be owed to another. It generally does not cover a creditor's own employees collecting in the creditor's name, or a person who got a debt before it was in default. A debt is a consumer obligation primarily for personal, family or household purposes.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/2/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The collector must give the validation information in the initial communication, or within five days after it, or orally in the initial communication.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The validation period ends \"30 days after the consumer receives or is assumed to receive the validation information\". The collector may assume receipt on any date \"at least five days (excluding legal public holidays identified in 5 U.S.C. 6103(a), Saturdays, and Sundays)\" after it provides the information. The notice must state the date the collector will treat as the end of the validation period.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The validation information includes the itemization date, the amount of the debt on that date, an itemization of interest, fees, payments and credits since then, the current amount, and a consumer response section with dispute prompts.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"process","claim":"\"Upon receipt of a dispute submitted by the consumer in writing within the validation period, a debt collector must cease collection of the debt, or any disputed portion of the debt,\" until it sends the consumer a copy of verification of the debt or of a judgment, in writing or electronically. A dispute sent through an electronic medium the collector accepts, such as its email address or website portal, counts as written.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the consumer asks in writing within the validation period for the name and address of the original creditor, the collector must stop collection until it provides that information.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"policy","claim":"During the validation period the collector may not use collection activities or communications that overshadow or are inconsistent with the consumer's dispute rights. Failure to dispute does not count as a legal admission that the consumer owes the debt.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Mail payments several days before the due date, and put your name, account number and payment amount on the check.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Or a secure message or upload through the online account. Keep copies.","channel":{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The online account, secure upload and payment tools need the borrower's login.","Edfinancial's home page still shows an outdated note that IDR and PSLF count adjustments would be done by July 1, 2024."],"security":{"official_domains":["edfinancial.studentaid.gov"],"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Edfinancial says you can call your servicer about repayment options, including income-based plans, and that you don't have to pay someone for this assistance.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Edfinancial warns about third-party debt relief companies. It says to research a company carefully to make sure its offer is legitimate, and to reset your FSA ID or Edfinancial password if you gave the company that login.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"debt-relief-scam-email","type":"email","label":"Report a third-party debt relief company to Edfinancial's Customer Resolutions Unit","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","purposes":["fraud"],"notes":"Forward any documents you received from the debt relief company. Include the company name or the phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Edfinancial Services is headquartered in Knoxville, Tennessee (NMLS Company ID 1509247) and services federal student loans for Federal Student Aid, U.S. Department of Education. Its site does not name a parent company. No 2025-2026 change to Edfinancial's federal servicing role was confirmed on a source.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Or a secure message or upload through the online account. Keep copies.","channel":{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","channel":{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},"regulator":{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","level":"federal","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["edfinancial.studentaid.gov"],"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Edfinancial says you can call your servicer about repayment options, including income-based plans, and that you don't have to pay someone for this assistance.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Edfinancial warns about third-party debt relief companies. It says to research a company carefully to make sure its offer is legitimate, and to reset your FSA ID or Edfinancial password if you gave the company that login.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"debt-relief-scam-email","type":"email","label":"Report a third-party debt relief company to Edfinancial's Customer Resolutions Unit","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","purposes":["fraud"],"notes":"Forward any documents you received from the debt relief company. Include the company name or the phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"student_loan","title":"Federal student loan servicers — how complaints work","last_verified":"2026-10-12","file":"guides/student_loan.md","page":"https://escalate.alexgaoth.com/#/guides/student_loan"}}