Consumer complaint received 2023-11-06
Company: Maximus Education, LLC dba Aidvantage
State: MD
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:
Aidvantage can not prove that I am responsible for the loans in question, and are unable to provide proof of payments. I believe the alleged debt is fraudulent and have attempted to resolve this with Aidvantage numerous times to no avail. 

On Monday XX/XX/XXXX I was notified about a letter from Aidvantage, which stated that {$32000.00} was owed for XXXX different student loans, from 2 different universities. 

This letter was dated for XX/XX/XXXX. 

I created an online account with Aidvantage.com on XX/XX/XXXX to obtain information on the loans in question, since I was unaware of any claims of unpaid loans. 

After I made an online account I searched for a way to obtain the promissory note/original loan agreement, and the payment history/transaction history on all loans, but could not find the information I was looking for in the online account. 

I then called Aidvantage at XXXX to verify the authenticity of the letter I was notified about on XX/XX/XXXX, update my contact information ( email & residential address ), and confirm payment history/transaction history on the loans in question. 

I was connected to a male representative who verified that Aidvantage was a legitimate loan service provider for the Department of Education, and informed me that my contact information was successfully updated, and my payment history/transaction history would be sent to my email in " about XXXX hour ''. 

Over XXXX hours had passed and I did not receive my payment history/transaction history via email, so I called Aidvantage back XXXX XXXX to verify that my contact information ( email & residential address ) were updated, re-request my payment history/transaction history on all loans, and make an additional request to receive the promissory note/original loan agreement, as well as all correspondence Aidvantage claims to have had with me XXXX notify me of this alleged debt, and all correspondence Aidvantage has had with the previous loan service provider XXXX about the loans in question. 

I was on hold for approximately XXXX hour before I was connected to a female representative ( XXXX XXXX ), who informed me that my contact information was up to date, and that I would receive my payment history/transaction history via email in approximately XXXX hour, and all requested documents ( including my payment history/transaction history ) at my residential address via mail in approximately " XXXX business days, by XX/XX/XXXX ''. 

On XX/XX/XXXX I received an email from Aidvantage stated that my requested documents were available in the inbox of my online account. 

I logged into my inbox to find that the payment history/transaction history document they sent me did not include my payment history at all. 
This document only included the amount of the loans ( XXXX ), and the principal balance of the XXXX of the loans. 
No other information was included and the remainder of the document was empty. 

Due to the payment history/transaction history document being empty I gave Aidvantage another call on XX/XX/XXXX at XXXX but was disconnected from the call after being on hold for approximately XXXX minutes without ever speaking to a representative. 

I called Aidvantage back at XXXX, and I was on hold for approximately XXXX minutes before being transferred to a customer service XXXX. I ended the call due to not being connected to a representative. 

I called Aidvantage back at XXXX and the call was disconnected after being on hold for approximately XXXX minutes. 

On XX/XX/XXXX I called Aidvantage at XXXX, was kept on hold for approximately XXXX minutes, then transferred to a female representative who stated that she would give me her first and name at the end of the call. 

I verified the alleged amount of all loans ( {$56000.00} ), alleged amount paid ( {$49.00}, XXXX ), and current amount being charged ( {$33000.00} ), and requested that this information be sent to my email and residential address. 

I informed the representative that my amount owed should be XXXX, based on the numbers provided ( XXXX - XXXX ). 
She paused and stated " yeah the numbers don't seem to be adding up ''. 

After this statement was said I heard clicking, and was then transferred to an automatic message that stated " the number you have dialed is out of service and unavailable ''. 
The call then disconnected. 

I called Aidvantage back at XXXX, was kept on hold for approximately XXXX minutes, and was then transferred to a female representative who also stated that they would share their name at the end of the call. 

I re-requested all the information previously requested ( alleged amount of loans, alleged amount owed, payment history/transaction history, promissory note/original loan agreement, all correspondence with me via email and mail, and all correspondence with previous loan service provider ). 

I was informed that information could only be sent to me " XXXX way '' and that I would have to choose between email or mail. 
I requested that the information be sent both ways, and stated that I would like this updated on my account. 

I was then put on hold, and the phone call was then disconnected. 

I then sent a letter to Aidvantage via certified mail on XX/XX/XXXX where I requested my information. 

I waited to see if I received anything in the mail by XX/XX/XXXX as I was originally told I would, and when I did receive any correspondence from Aidvantage, I sent an additional letter via certified mail on XX/XX/XXXX re-requesting my information. 

No resolution has been achieved, and I submitted a complaint to XXXX XXXX XXXX on XX/XX/XXXX. 

Aidvantage sent a letter to my home which was received on XX/XX/XXXX, where they provided a letter dated for XX/XX/XXXX sent to an inaccurate address, which stated that the loans in question were now being serviced by them. 

Aidvantage also sent a document which verified the alleged amount owed ( {$56000.00} ), and the alleged amount paid ( {$49000.00} - {$31000.00} applied to principal ; {$18000.00} amount applied to interest ). 

Lastly several documents were included titled " attached is the payment history of your XXXX most recent transactions '', and the document only verified the number of loans ( XXXX ), principal balance ( {$32000.00} ), accrued in interest ( {$280.00} ), and total balance ( {$33000.00} ), and XXXX Dates & Amounts ( XX/XX/XXXX - {$7500.00} ) ; ( XX/XX/XXXX - {$7500.00} ) ; ( XX/XX/XXXX - {$20000.00} ) ; ( XX/XX/XXXX - {$20000.00} ). 

No payment history/transaction history was verified, no correspondence between Aidvantage and XXXX about the loans in question was provided, and the promissory note/original loan agreement was not provided.

Company response to consumer: Closed with explanation