Consumer complaint received 2026-04-13 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: TX

Complaint narrative:
Dear CFPB Representative, I am filing a formal complaint regarding serious inconsistencies, misinformation, and failure of proper servicing by Aidvantage, which directly resulted in the cancellation of my Direct Consolidation Loan application and an avoidable 60-day processing restart. In XXXX, I submitted my Direct Consolidation Loan application and was advised that processing would take approximately 60 days. During this period, I made multiple attempts to ensure compliance by contacting Aidvantage customer service representatives for clarification regarding whether additional documentation or actions were required, specifically in relation to an Income-Driven Repayment ( IDR ) notice I received. During my initial call, I was explicitly told by a representative that no further action was required. Relying on this official guidance, I did not submit additional documentation at that time. On a subsequent call, I was given contradictory instructions by a different representative, who advised me that I was required to submit an IDR application and select no income to avoid income verification delays. I immediately complied with this instruction and submitted the requested documentation in good faith. Despite following all instructions provided by Aidvantage representatives, I was later informed that my consolidation application had been cancelled due to missing income documentation and that I must restart the entire application process, resulting in an additional estimated 60-day delay. I was also informed that correspondence had allegedly been sent advising me of this requirement. I did not receive any such notice, and I request verification of the date, method of delivery, and content of any correspondence allegedly sent. Critical Issue : Request for Call Log Review I am formally requesting a full review of recorded call logs between myself and Aidvantage representatives during the relevant time period. These calls contain contradictory guidance that directly led to my inability to properly complete the application process. This includes, but is not limited to : The initial call in which I was told no further action was required The subsequent call in which I was instructed to submit an IDR application with no income selected Any internal notes entered by representatives regarding these interactions Given that Aidvantage records customer service calls for quality assurance and compliance purposes, I expect these recordings to be reviewed as part of this investigation. Impact and Harm This situation has caused : An unnecessary cancellation of my consolidation application A full restart of the 60-day processing timeline Significant administrative delay due solely to conflicting official guidance Disruption to my financial and academic planning I made every effort to comply in good faith with instructions provided directly by Aidvantage representatives . The failure of consistent and accurate guidance has resulted in avoidable harm to my timeline and financial planning.

Company response to consumer: Closed with explanation