Consumer complaint received 2024-09-17
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Maximus Federal Services, Inc. (OH)

My loans were recently moved to Aidvantage as my new loan servicer. On XX/XX/XXXX my autopayment was deducted from my checking account for the correct total amount of {$330.00}. But the payments were incorrectly allocated amongst my loans. I had authorized for the amount due to be distributed to each loan ( see below ) but instead the amounts were as follows : Loan 1 : payment authorized {$31.00}, what was applied to loan : {$0.00} Loan 2 : payment authorized {$19.00}, what was applied to loan : {$65.00} Loan 3 : payment authorized {$31.00}, what was applied to loan : {$0.00} Loan 4 : payment authorized {$19.00}, what was applied to loan : {$64.00} Loan 5 : payment authorized {$41.00}, what was applied to loan : {$0.00} Loan 6 : payment authorized {$18.00}, what was applied to loan : {$0.00} Loan 7 : payment authorized {$52.00}, what was applied to loan : {$0.00} Loan 8 : payment authorized {$19.00}, what was applied to loan : {$0.00} Loan 9 : payment authorized {$10.00}, what was applied to loan : {$0.00} Loan 10 : payment authorized {$27.00}, what was applied to loan : {$0.00} Loan 11 : payment authorized {$61.00} ( not due until XXXX ), what was applied to loan : {$200.00} on XXXX I received notice my loans were past due, and was confused. I logged in to see the above allocations, checked my auto pay ( which looked to be correct ) and made a payment of {$230.00}. This was the amount of all my loans that had {$0.00} applied to them. 
on XXXX a payment was deducted without my authorization of XXXX, with the same allocations as above. What should have come out was {$61.00} for loan 11, but {$330.00} was deducted. 
I called to speak with a representative on XXXX. I was advised the issue was because I had multiple due dates, and any time an autopayment was going to come out it would come out for the total amount of {$330.00}. This did not make sense to me from a logical standpoint, but they changed my due date on loan 11, and told me the problem would not persist. 
Prior to my due date, I checked my autopayment and it looked correct. On XXXX, a payment was deducted from my checking account for {$330.00}, but the same allocations as above. 
At this point, I was frustrated. This is a lot of money to be incorrectly applied over and over again. I called Aidvantage 3 times on XXXX and asked to speak to a human for help. I was placed on hold, and when the call connected but no representative was present. After several minutes of not being sure if i was on hold, or being ignored the call would go to a survey and then disconnect. this happened on all three phone calls. 
I had to use the chat box to get any answers. on XXXX i was told told by representative " XXXX '' that she submitted a request to correct my payments, but she could not send me a confirmation. She advised i was to check back on XXXX to see if it was fixed. The chat ended. Once the chat ends, you can not go back to review it. I started a new chat to request a transcript of the prior chat, and was told transcripts were not available. That chat ended due to me being " idle ''. I was actively typing, and the representative ended the chat. I started a XXXX chat in which i was told i could not get a direct line to call anyone, but i could call the general help line ( which i had previously tried to no avail ). This person told me I would simply have to continue to check to see if the payment was corrected on their end. 

I have had no issues with prior servicers, and have always paid my loans on time. This has been the WORST customer service experience I have any with any company. I have not had answers, and have zero confidence in this organization.