Read below for a gripping and entertaining documentation of my experience with loan servicer EDGEucation Loans, in which I was locked out of my account arbitrarily, discovered they have no system of payment confirmation, made countless phone calls to their support, and was debited twice for the same payment.
Originally posted April 30th and updated May 1st.
Recently my student loan servicer was changed from Direct Loans to EDGEucation Loans. How cool and hip – it’s like they’re on the bleeding EDGE. I had little say in this matter, but I went along and created my online account so I could continue making payments.
A couple of days before the payment due date, I made a one-time payment on the EDGEucation Loans site. There was no email confirmation. No payment showed up in the account under “payment history”. All I received was a popup with some cursory information (but no transaction ID) saying “This is a receipt, print for your records”. Ok…
Four days later, and one day past the payment due date, my account hasn’t be debited, no payments are listed under my account history, and it still shows payment as being due. So I made another payment. Probably a hasty move, right? But it was past business hours, and I wanted to be sure I wasn’t marked late. This is basically my whole financial future/credit score hanging in the balance, after all, not a big deal or anything. Like the first time, no email notification, no transaction ID, just a popup with no useful information whatsoever.
This morning I called their customer support and asked if the no-email-confirmation thing was standard. It was. After picking my jaw up from the floor, we managed to work through it and (possibly) delete the second extra payment. Though I couldn’t really tell because of the AJAX mess their site is (I’m pretty sure in the midst of a fury of clicks I saw a “payment canceled” confirmation). But of course, I can’t be sure because no payments are listed under my account. I was told my account would be debited this evening and all of the payments would show up.
So it’s this evening. I tried to log in to the EDGEucation Loans site. First it rejects my password. Then it accepts my password but rejects the answer I supply to the “security question” (don’t even get me started on these). Absolutely nothing had changed since earlier.*
I tried on several browsers** producing the same results. On the last try (IE9 on a Windows 7VM for anyone wondering) it officially locked the account down.
To the phone! Maybe the automated phone system can help me access my account or at the very least check my balance/payment info. After sitting through five minutes of learning how to spell “e-d-g-e-u-c-a-t-i-o-n” and learning about how glorious and useful their
pile of dung website is, it finally allowed me to input my credentials. Then, the recorded voice said something like the following: “We believe your account would be better serviced by a support representative, Goodbye”. I RESPOND IN MEMES!
UPDATE as of Thursday: EDGEucation loans ended up charging me for both payments. The cancelation I made on their website did absolutely nothing.
Here are the takeaways:
- You want your online account to be accessible without having to worry about arbitrarily being locked out? Too bad!
- You want any kind of confirmation that you made a payment? Too bad!
- You want your payment to actually show up in your account history? Too bad!
- You want the actions taken over a support phone call, in which you had to wait 30 minutes to speak to a representative, to actually have any impact? Too bad!
I made my fifth phone call this afternoon and the representative was forwarding my case to their account adjustment department. However, with this track record, I expect no action to be taken and will now procede to freak out about making up the money and hope they don’t decide to adjust my minimum payment upwards because I ‘contributed’ extra.
*I keep security questions (which are gibberish answers) in a spreadsheet and copy/paste them to the site. My spreadsheet did not magically change itself in the span of a few hours – something was definitely wrong with their system.
**Added bonus fun time! Guess the message I received in Safari? “For a better experience with this site, we recommend Mac users use Chrome or Firefox browser.” Let’s try this instead: “For a more pleasant user experience, go stick your head up your butt because surely that’s better than the big pile of dung we’ve coded and are liberally calling a ‘web-site'” For the love of god, Safari and Chrome use the same rendering engine. I actually think they added this message JUST to throw me over the cliff.