Consumer complaint received 2022-08-04
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Maximus Education, LLC dba Aidvantage

Complaint:
I've been struggling to consolidate my student loans due to unjust, untimely, and incorrect information given by Aid Advantage and they are refusing to cooperate to correct an erroneous denial of my consolidation loan. 

I applied for a recent loan consolidation of my federal student loans in XX/XX/2022. On XX/XX/XXXX, AidAdvantage sent me a letter rejecting several XXXX XXXX XXXX for a reason code XXXX, which referred to an in-school status. Unfortunately, this was a clerical error on the part of XXXX XXXX. Once I got the letter and saw the clerical error of in-school status applied to some of my loans while others at Great Lakes were in the forbearance or grace status that allowed my consolidation since I waived the grace period on my application, I contacted XXXX XXXX to fix the clerical error. They fixed the wrong status on my loans. I immediately called AidAdvantage since the letter states I can simply call in my corrections or ask them to fix errors. This is very simply they need to repull the data about the set of rejected loans and fix my consolidation loan so it encompasses all of the loans. 

After being assured by AidAdvantage over the phone that my loans would be sent to the department and a new summary statement would be mailed to me since I was in the 10 day correction window, the company then underhandedly didn't actually do what they told me on the recorded call. 

They didn't send loans for any correction. 

Today, XX/XX/2022 when I called in a new rep said they only see notes of the rep noting issues and no action done to solve them. As a result, they told me I'm screwed over since my loan was not fixed in the required window for correction. They said they would send an " urgent message '' to the department since the letter they sent me clearly said I could call or email corrections. As attached to this complaint, I also emailed in that they needed to make these fixes. The email the company provides bounces, yet they list it as a legit contact in their letter. 

Since I can not manage to get a live human to do any work at this company, I'm now asking that the Attorney General 's office and the Department of Education in formal complaints to actually help get involved in this matter because this is not only unjust it robs me of qualifying for PSLF by the XXXX deadline. 

Now the company is saying they can not say if or when or if ever I will get my loans consolidated in time to qualify for PSLF before the XXXX deadline. I am not allowed to apply for PSLF without the loans being consolidated and with Aid Advantage not having an operable email as they are ignoring my calls and ignoring my emails, I do not know what else to do to fix this matter. They keep giving me wrong or incomplete information and my loans are not being consolidated and are not being corrected despite their error and a clerical error that should have been easily clarified and fixed within the 10 day window. 

Will you please assist in an expedited resolution of this urgent matter? 

To resolve this, I want the company, AidVantage to : Consolidate all of their erroneously rejected loans with the status of XXXX from their XX/XX/XXXX letter with my other loans in my consolidation loan. 
Issue a corrected summary statement showing the loans were combined.

Company response to consumer: Closed with explanation