Consumer complaint received 2023-11-14
Company: Maximus Education, LLC dba Aidvantage
State: DC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Proof that refund was requested on XX/XX/XXXX : From : XXXX  Sent : Wednesday, XX/XX/2023 XXXX XXXX To : XXXX Subject : Applying for loan forgiveness - XXXX - ref : XXXX : ref Thank you for your inquiry. 
Please do not reply to this email as it is an automatic response. 
You can expect a response from one of our Customer Care Specialists within two business days. Some questions, however, may need further investigation to provide you with an appropriate answer. 
For immediate assistance regarding COVID-19, such as recent updates and frequently asked questions, we encourage you to visit : XXXX XXXX XXXXXXXX. 
We want to assure you that Aidvantage is closely following developments in regard to the COVID-19 pandemic. Please know that we are working directly with the Federal Student Aid Loan Servicing to provide temporary relief programs to assist eligible customers ____________________________________________________________ I made payments in XXXX before ending of the forbearance period ( XX/XX/XXXX ). XXXX XXXX XXXX. 

XX/XX/2023 Conversation with our XXXX XXXX, XXXX XXXX, who said that I should have no problem getting a refund since I made payments during the forbearance period. 

XX/XX/2023 Received email from Aidvantage saying it was too late to request a refund ( see attached ) XX/XX/2023 My conversation with XXXX from Federal Student Aid, encouraged me to send a complaint through Federal Student Aid as she understood that we were still eligible for a refund she was stunned as to why I did not receive a refund. 

No announcement from Aidvantage ( our loan servicer ), FSA or Department of Education of a " last day to request a refund '' deadline and nothing on the website in FAQs or anywhere for this to be public information. 

XX/XX/2023 Took out a super complaint with an Ombudsman. 
Case number XXXX Super Complaint. 

The two things attached are : 1. ) An email directly from Aidvantage after requesting the refund. XX/XX/2023 2. ) An email also appearing from Aidvantage after submitting a complaint to FSA regarding the refund. XX/XX/2023 These were the websites I had to look to for any answers. After the " -- - '' _ are the points that I noticed on the article that were unhelpful or misleading : XXXX XXXX  XXXX -- - ( No deadline anywhere to be found ) XXXX XXXX XXXX -- - ( Benefits available through XX/XX/XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX -- - ( Editor 's note made on XX/XX/2023, exact date unknown when it was posted ) XXXX XXXX XXXX? XXXX XX/XX/XXXX ( XXXX ) -- - ( You can get refunds for payments made in Forbearance period, XX/XX/XXXX-This XXXX (? ) be the last day to request a refund-posted on XX/XX/XXXX. ) XX/XX/XXXX Pandemic forbearance payments are eligible for a refund Federal student debt proposal would change REPAYE, phase out PAYE - VIN Foundation -- - ( " Made a flurry of calls with no deadline posted and that was on XX/XX/2023 '' ) XX/XX/XXXXXXXX XX/XX/XXXX | XXXX -- - ( No deadline listed )

Company response to consumer: Closed with explanation