Consumer complaint received 2023-11-15
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: Maximus Federal Services, Inc. (NE)

Initially submitted consolidation loan request on XX/XX/XXXX selecting XXXX  repayment option with AidVantage as my servicer. The new consolidation loan disbursed XX/XX/XXXX however the loan repayment plan loaded as Standard/Level with a forbearance status showing a repayment due date in XXXX. Upon reviewing this odd future dated due date, called AidVantage Customer Service on XX/XX/XXXX and was advised the due date was pushed out and XXXX  application not processed because of XXXX XXXX to Repayment application ( submitted in XX/XX/XXXX ). The representative advised she would request removal of the forbearance for the XXXX XXXX case so I could enter repayment and XXXX  application be completed. Was quoted monthly payment of approximately {$40.00}. I had also emailed customer service with AidVantage writing out in full the incorrect payment plan and again stating I wanted to forfeit any forbearance and enter repayment. Received email response on XX/XX/XXXX confirming request was successfully sent to have forbearance removed and that my XXXX application would be processed within XXXX days. I waited with no changes or updates and submitted a separate new XXXX  application on XXXX website, ensuring I granted full access to IRS information XXXX XXXX. Received email acknowledgment of application XXXX. On XX/XX/XXXX I received email from AidVantage customer service saying XXXX  application could not be processed due to the XXXX XXXX claim. Instructions in email said if wanting to continue to have application processed to get credit for payments toward forgiveness to Contact Us. So, I sent in an email requesting, again, that I be removed from forbearance so I could have my repayment application processed and be put in XXXX XXXX. I noticed my due date was updated on website to show XXXX and XXXX of XXXX, but I still reflected Level/Standard repayment with $ XXXX  monthly payment. Reached out via email and received response on XX/XX/XXXX explaining I was in admin forbearance while my application was being finalized. On XX/XX/XXXX I logged in and website now showed repayment date back to XXXX. Reached out to customer service via phone and was told Department of Ed placed XXXX XXXX forbearance back on account and was told only Dept of Ed could remove this status. I contacted XXXX XXXX XXXX and requested to simply close out my claim/application to take them out of the process that was hindering my XXXX  application process. On XX/XX/XXXX my case was closed and a STOP Forbearance request was sent to AidVantage. I waited until XX/XX/XXXX when no change was updated so called customer service again that day after reaching out to XXXX XXXX XXXX who confirmed via email notice was sent on XX/XX/XXXX to AidVantage and that if servicer did not update then I needed to submit formal complaint. During call with customer service on XX/XX/XXXX was promised that this was being escalated and the XXXX XXXX XXXX would resolve issue. On XXXX I received email letter dated XXXX again saying XXXX application could not be processed due to XXXX XXXX case. I have emails saved, case numbers and screenshots to verify all this information. I have no open borrower defense case and am being denied to apply for XXXX and enter repayment, all while missing months toward forgiveness and over {$2000.00} in interest accruing. I also called AidVantage customer service on XX/XX/XXXX and was promised a return phone call from a customer advocate which did not happen. This is my last resort for help. Thank you.