Consumer complaint received 2023-06-20
Company: Maximus Education, LLC dba Aidvantage
State: KY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I applied for XXXX XXXX XXXX XXXX XX/XX/XXXX. I was originally with Aidvantage at the time and had my loans transferred to XXXX in XXXX of XXXX. I graduated from the XXXX XXXX XXXX in XX/XX/XXXX, started working in XX/XX/XXXX and have well over the 10 years ( XXXX ) of qualifying payments. One out of three loans were forgiven for XXXX XXXX. The loan forgiven had the smallest remaining balance ( well under {$1000.00} ) and dispersed on XX/XX/XXXX. The two remaining loans total over {$89000.00} and were dispersed XX/XX/XXXX. There are missing loan payments in one system from XXXX that have not been applied to the remaining two loans. I have employment verification for this time period and was not in any type of forbearance. These missing loan payments were counted for the small loan that was forgiven, so I'm not sure why it wouldn't have been counted for the other two loans. I have called XXXX and the Federal Student Aid Ombudsman multiple times to get the missing loan payments recounted since I am over the XXXX qualifying payments. I placed the initial call to XXXX regarding the discrepancy and missing payments on XX/XX/XXXX and was given a tracking number by a supervisor XXXX # XXXX ( tracking number XXXX ) who stated she could see the missing counts in her system and that she's not sure why the counts were not applied to all of the loans. She stated it would be 30 business days for resolution and she submitted for recount. I did not get any updated count information in 30 days, and called the ombudsman who stated I needed to call XXXX for it to be addressed. I called XXXX a second time XX/XX/XXXX and discussed it with another supervisor who stated she could see those missing payments were made and that the case had been assigned to someone for the recount, and to give it another 30 days. On XX/XX/XXXX I called and discussed it again with XXXX, and was told to give it more time. I tried the XXXX chat function on XX/XX/XXXX and she stated I had to call to get it escalated. I called XXXX XX/XX/XXXX and spoke to yet another person who spoke to supervisor XXXX -- was told it would be another 1-2 weeks and that the information has been submitted to the Federal Student Aide office for over-ride. I still have not heard any information regarding this, so I called yet again XX/XX/XXXX and spoke to XXXX ( Supervisor ) and then XXXX ( Supervisor ). I am now being told that they have been awaiting information from Aidvantage to confirm that these loans have been paid. It is now in a hold status since the end of XXXX because the files have yet to be received. This is now ongoing issue 14 months after I applied for forgiveness and four months since I submitted the complaint for missing payments and no response by Aidvantage for these counts. This is completely unacceptable and poor business. Even though my loans were transferred to XXXX, this still continues to be without resolution and is now being held up by Aidvantage. ARE YOU EVEN KIDDING ME? I find it very frustrating that people who applied WELL AFTER I did are having their loans forgiven in a few months. And yet, here I sit wasting hours of my time calling without any updated counts because of a poorly run business.

Company response to consumer: Closed with explanation