Consumer complaint received 2023-10-23
Company: Maximus Education, LLC dba Aidvantage
State: IN
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
In XXXX, XXXX we received a notification from the Department of Education that our loans had been discharged as part of the national action against XXXX XXXX XXXX. Eight months later in a letter dated XX/XX/XXXX we received a letter from XXXX ( the company servicing our loan ) that confirmed the loans had been discharged and a refund would be processed. 

After three months of no further information and our account carrying a credit in excess of {$70000.00}, we contacted XXXX by phone to inquire about our refunds status. In talking to their representative, we were told we were due a refund ( we had no other outstanding loans ) and she did not indicate that any work toward that refund had been done during the preceding three months. She assured me she would begin the process and we would receive an email in 24-48 hours with information. Waiting a week and hearing nothing, I called XXXX again and, upon sharing my identifying information with the automatic answering system, the system informed me that, " the account was under review and no action was required at this time '' and the system promptly disconnected our call. Since we were unable to reach a representative by phone, I sent them an email through the XXXX contact system and received and automated response that it had been received and a further email would address my specific concerns. Having receive no further email, I sent a subsequent email a week later and received the same automated generic reply. 

Today, XX/XX/XXXX have still not received any further communication from XXXX, I make another phone call to the company. By refusing to give identifying information to the automated system I successfully was connected to a representative. The XXXX representative affirmed that a refund was indeed due but that it take up to seven months to process. I inquired at what date the seven month countdown began and was told that it was the date the loan was discharged. Since we had received notice in XXXX, XXXX ( eleven months ago ) that the loan had been discharged, I explained to the representative it seems we are well past the seven month schedule. The representative checked their records and said that they had the discharge as XXXX. XXXX, XXXX and I was incredulous as we had already received a letter from XXXX dated XX/XX/XXXX informing of the discharge. This means they either notified us six days prior to knowing of the discharge ( and I find this hard to believe ), or someone is fabricating the dates. Frankly, I find it had to believe that it took eight months from the time we received notification from the Department of Education that our loans had been discharged for the XXXX loan servicer to receive the same notification. 

At this point, Aidvantage still has our money. I am certain they have invested it ( as well as countless refunds owed to other borrowers ) and are making a tidy income. We just want the money owed in a timely fashion and have already waited a year.

Company response to consumer: Closed with explanation