Consumer complaint received 2025-07-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Maximus Federal Services, Inc.
State: MO

Complaint narrative:
Aidvantage is my loan servicer. Ok fall of XXXX i file for XXXX. Since XXXX i was always in XXXX. I switch to save and they told me to call back months later to know my forgiveness date. Originally I had a 25 year forgiveness date in the save it was now 20 years. XXXX I call aidv and they said your new end date is XXXX/XXXX. I have always enrolled in usps mail not email because i never check their email box. But XX/XX/XXXX the girl says if you do it will go to your email and usps mail. Im like OK its going to both and never aidv email bc I never look at that. I have to say too that before this happened aidv would send me emails and tell me it was me who signed up for them and I never ever allowed this until XX/XX/XXXX as i was told would be both and not aidv email. I always would tell them no I did not sign up for email out me back on usps. This has caused problems with me not getting letters I should have. Thats problem 1. Numb. XXXX XXXX? XXXX I find out from an email from the federal government my loans are in a forced government forbearance until XX/XX/XXXX. I call aidv to find out why. I took the next two months to decide what to do. XX/XX/XXXX I apply for XXXX. Back to what I always been on since XXXX the beginning of my loans. When I called to apply for XXXX the girl verified my XXXX email and said it will be emailed within 48 hours. I said why 48hrs its email. She said thats a good question its is what it is tho. Two days later no email and I was like I can apply online so I did. Then two weeks later I got the application to apply. Part of the issue is some things go to my personal email some come through usps and some go to aidv email when all of it is supposed to be going to my XX/XX/XXXXmail and email. That was my take away XX/XX/XXXX. Back in XXXX when I called to ask about things the girl told me id have to call studentaid.gov for those questions. I said but your my loan servicer. You service the loans. Wince XXXX I've always asked the loan servicer these questions. XX/XX/XXXX I think was the day I called 16 days after filing for XXXX because I hadn't heard anything. They had sent my email to my XXXX so I expected that again. But days later I got rhe notice in the mail the XXXX was approved. This communication all over the place does not work for me and has caused me the biggest issue which is still to come. XX/XX/XXXX a girl tells me your loans been in forbearance since XX/XX/XXXX and im confused because I didnt learn of it till few months ths ago from the federal govt list I put my email on during the save plan because there is so much political agenda going on. She said we sent it XX/XX/XXXX to your XXXX. I did not get this. I looked today and I see it in my aidv email the one I never look at and told them this. Pull my calls from over the years. Listen to me telling them I didnt get this or that bc something is switching me to aidv email and then I tell them stop it put me back. I like a paper trail for these reasons. XXXX XXXX XX/XX/XXXXwas a nightmare. When I ask her my loans went in forbearance XX/XX/XXXX and you didnt send me a notice until XX/XX/XXXX how come. She placed me on hold then hung up on me. I called back and the next lady told me my new forgiveness end date is XX/XX/XXXX. I wanted to know if they had honored my 20 years from save like the girl back in the beginning of XXXX told me the would. Before I switched to XXXX I asked would they switch me back to 25 years and she said no they wont do a take back they will honor 20 years. So end of XXXX im asking this lady why really these years added on. She said you need to call XXXX im not supposed to be telling you a end date they are. She said she's going off the terms. Its always been my loan servicer telling me these things. Doesn't make sense. She said when you call them they will tell you to call us and you need to tell them you already spoke with us. Im in disbelief at this point and XXXX broken that I've lost 1.5 years of qualified months because im in a forbearance I only heard about a few months ago from the federal government not aidv and that one girl maybe wrong about the 20 years honored. Cried a lot and angry. I call XXXX and she obviously told me we don't answer these questions we process apps and give out the money. I told her thats what I thought and told them that as well it's never been this way until now and its been multiple people last 2 or 3 calls so something is wrong here. I call back aidv and tell her what's going on in the end she said its possible they may give some back that count. Until all the court stuff is over and they recalculate it we wont know if they'll honor it or not. For a moment I felt slightly relieved that everyone on XXXX plans are not being counted to forgiveness end date but they have a chance where I do not because I was out in a forbearance. So its not fair at all that im expecting mail to come to my home and my personal email only and one of the most important documents goes to aidv email. What really sucks is XX/XX/XXXX i called back remember and no one told me my loans were now in a forbearance. Is this because timing. As in days or weeks later is the that happened? Had I got that email in XX/XX/XXXX I would have switched back to XXXX and not lost 100 % all those months. I should have known better not to switch during a political war. I want people to be held accountable. I need my documents to all come to usps mail only which I told them this XX/XX/XXXX. Take me off the email. I need to understand why is some coming to 3 different sources making it so confusing. When I told the XXXX girl on XX/XX/XXXX about the XX/XX/XXXX docu she said it went to my aidv and I told her the other girl said it went to my XXXX she then said we'll it can go to either. What the XX/XX/XXXXXX/XX/XXXXXXXX XXXX XXXX! I will be going forward every quarter every 3 months to cover myself be calling aidv to ask has there been any changes and am I still set up for XXXX and I will check my aidv inbox. I still want answers. Why do you find out XX/XX/XXXX and dont tell me till XX/XX/XXXX. Why did you send it to aidv not my personal email. How do you decide what documents are going to aidv personal or home address. What's up with your staff hanging up on me and not doing their job and telling meXX/XX/XXXX has the answers. I take my loans very seriously and try my best to be on top of it. When I switched to the save plan it took me two days to decide and like over an hour asking questions to a few months layer im screwed because politics. Why? How is this fair? Are you honoring the 20 year given to me in the save plan or are you taking it back? Is there anyway you can give me back the last year and half to make all those count as qualified months if the other XXXX plans are given those back? How are you going to clean up your communication so this never happens to me ever again? Thank you

Company response to consumer: Closed with explanation