Consumer complaint received 2023-10-18
Company: Maximus Education, LLC dba Aidvantage
State: GA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Hello, I am filing a complaint against aidvantage, my student loan service provider.

I applied for SAVE, using studentaid.gov on XX/XX/2023. The application form stated my SAVE repayment would approximately be {$730.00} dollars over the amoritization period of the repayment plan. My application was cancelled without any form of communication on XX/XX/2023 as they were unable to ascertain proof of income. My wife and I file our taxes jointly, and they were somehow able to pull my information from the IRS but not my wife. I was sent a notification to provide proof of income, not that my SAVE IDR application was cancelled. I provided proof of income on XXXX XXXX I called XX/XX/XXXX ( the week prior leading to labor day ). Aidvantage only then informed me of cancellation of my application on the phone after a XXXX hour hold. I then was told an incorrect amount over the phone when attempting to do an application by phone ( that my payment would even be higher ( {$1500.00} ) than the base repayment of ( {$1200.00} ) somehow with the base repayment plan ). I then on the same phone call went on the studentaid.gov website and re-applied using the studentaid.gov tool, which returned the correct amount. was told by the phone representative to submit that application online since it reflected the correct amount. was told the application would take XXXX weeks to process. 

I called to check in on XX/XX/XXXX, after a surprisingly short hold and was told application was still in process, told to call back later. 

I called on XX/XX/2023 after receiving an email update that there was an update to my loan repayment. It stated the standard repayment plan was active on all loans, at $ XXXX, which is not what I signed up for. I called Aidvantage again and the representative informed me it was being prepped administratively and would not affect my forebearance, they were still processing the SAVE IDR application. Application would take XXXX days now instead of previous quote on XX/XX/XXXX. 

Called Aidvantage on XXXX XXXX to inquire status of application. Aidvantage told me its still in processing and moved the goalpost now to XXXX days for applications. 

Called Aidvantage on XXXX XXXX to inquire status of application. Aidvantage told me its still in processing and moved the goalpost now to XXXX days for applications. 

Called Aidvantage on XXXX XXXX to inquire status of application. Aidvantage told me its still in processing taking XXXX days for applications. stated my application has been processing over that time, rep would not escalate the call nor had any further information. 

Decided to give Aidvantage time to process applications since they were incurring high volumes of applications. 

Called Aidvantage on XXXX XXXX to inquire status of application. Aidvantage told me its still in processing and moved the goalpost again now to XXXX days for applications. 

It's been XXXX  days since the time of writing this that I applied to an IDR plan to use SAVE using studentaid.gov, for aidvantage, and now XXXX  days since having to reapply due to the negligence of Aidvantage in communication and due diligence for providing timely service of my application, and has become a delinquent party in terms of servicing my loan, which I have no intention of repaying unless Aidvantage can properly process and grant my SAVE repayment plan, and will pay my student loans in escrow if they can not process it by the end of my forebearance ( XXXX days ) for my first due date ( XX/XX/XXXX ).

Company response to consumer: Closed with explanation