Consumer complaint received 2023-09-13
Company: Maximus Education, LLC dba Aidvantage
State: AL
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:
I've been trying to get in touch with my student loan servicer ( Aidvantage ) since XXXX, to ensure I have all of the information needed to make an informed decision about my student loan payments starting back. I've reached out multiple times and received either no response back, or inaccurate/incomplete information. I've also been on hold many times attempting to get help and updates on my SAVE application, full disclosure of my loan details, and other important items I need to discuss with someone. 

- I need full visibility into my capitalized total, interest accrued each month, my payment, and how much of my payment is made up of interest vs. how much goes towards my principle. 

- I need some assistance and guidance on the SAVE plan. My current application and changes I made/need to make. 

- I need help to better understand an announcement received from my servicer about capitalized interest Outreach Attempts : XX/XX/XXXX - I reached out via email regarding current payment plan, and asked for specifications of plan. Partial answer received from servicer. They only sent me the name of my plan and the monthly payment schedule/amount. 

XX/XX/XXXX - XXXX I reached out again to gain specifics into my loan such as capitalized total, monthly interest that collects on each loan, amount of my payment that goes towards interest, and the amount that goes towards my principle. I received an email back letting me know that my paperwork on my loan would be mailed out - but never received the paperwork. 

XXXX I called on the provided number to get assistance with the loan outlines that I'd never received in the main, and also ask some questions about applying for the SAVE plan. I was put on hold for a pretty long time and no estimated wait time. I eventually had to abort the call due to not being able to get in touch with anyone to help me. I went ahead an applied for the SAVE program via my servicer website. 

XX/XX/XXXX - I submitted an email requesting a copy of my SAVE application, and to verify that my submission was in fact received by my servicer. No response was received. 

XXXX I received a blanket/automatic notification regarding capitalized interest on my account. I tried to call again to speak with someone to better understand what the notice meant. My efforts were without success. I never could reach anyone on the phone. 

XXXX I submitted an email requesting verification of submission, and a copy of my XXXX application. No response was received. 

XX/XX/XXXX - I received an automatic notification letting me know my IDR had been approved with the payment amount - but no additional loan details. 

XXXX I submitted an email request asking for a copy of the IDR application I submitted, because I had questions about the IDR email I had received on the XXXX. No response or received as of yet. 

XXXX I realized that I did not properly enter my AGI on my first application ( I added total income by accident instead ), so I attempted to resubmit with the correct information via the servicer website. 

XXXX I attempted to call my servicer again on this date regarding the change I made to my SAVE application, to again request full disclosure of my loan details, and to better understand the capitalized interest notification that I'd received. I was on hold with the loan servicer for XXXX minutes before the system automatically told me " goodbye '' and hung up on me. 

I just need some transparency into my loan, my plan ( and application ), and the capitalized interest announcement that they recently made and how it effects me as a borrower- so that I can make informed financial choices to ensure my loans are in good standing and remain as such.

Company response to consumer: Closed with explanation