Negative balance after refinancing

I financed my federal student loans which were with EdFinancial over a month ago with Earnest. I have a negative balance now on my EdFinancial account since Earnest sent an amount higher than the loan I had with EdFinancial.

I have tried calling a few times and I keep being told there is no update on their end.

What is the typical timeline for something like this? I was told 4 weeks by the agent on the phone but it has been over 4 weeks now.