Important Announcements

A federal court issued an injunction preventing the U.S. Department of Education from implementing the Saving on a Valuable Education (SAVE) Plan and parts of other income-driven repayment (IDR) plans.

Edfinancial Updates

The U.S. Department of Education is contacting borrowers who are delinquent on their student loan payment. If you recently submitted a payment that covers your past due balance, or you resolved the delinquency, no action is needed from you, and you are in good standing. If you haven’t missed a payment and received an email in error, please disregard.

Customer Satisfaction Survey

Have you spoken to a call center representative in the last 90 days?

How would you rate the following on a scale of 1 to 5?

The representative's knowledge (1 = poor; 5 = excellent)

The representative's professionalism (1 = poor; 5 = excellent)

Courtesy of the representative (1 = poor; 5 = excellent)

Operating hours of the service center (1 = very inconvenient; 5 = very convenient)

Have you attempted to contact Edfinancial using other methods (such as email, fax or mail) in the last 90 days?

How would you rate the following on a scale of 1 to 5?

Ease of reaching customer service using other methods (1 = very difficult; 5 = very easy)

Response time (1 = very difficult; 5 = very easy)

Clear response about any further actions needed

Have you utilized the automated telephone menu, or interactive voice response (IVR), in the last 90 days?

How would you rate the following on a scale of 1 to 5?

Clarity and ease of the menus (1 = poor; 5 = excellent)

Ability to accomplish what you wanted by using the IVR (1 = poor; 5 = excellent)

Do you receive emails from Edfinancial?

How would you rate your experience with the emails?

Frequency

Clarity and Usefulness

Do you visit Edfinancial.StudentAid.gov?

How would you rate your experience with the website?

Ease of logging into the site

Ease of navigating the site

Usefulness of the tools

How would you rate the following modes of communication from Edfinancial?

Letters

Frequency

Clarity and Usefulness

Statements

Accuracy

Timing of delivery date

Clarity and Usefulness

How would you rate your overall satisfaction with Edfinancial Services on a scale of 1 to 5?

(1 = very dissatisfied; 5 = very satisfied)

Need help?

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Representatives are available Monday 8am - 11pm, Tuesday - Friday 8am - 8pm, Saturday 10am - 2pm Eastern Time

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