Consumer complaint received 2025-07-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Maximus Federal Services, Inc.
State: OH

Complaint narrative:
Aidvantage falsified information or provided incorrect information by sending me an email on XXXXXXXX XXXX XXXX XXXX XXXX  at XXXX XXXX, XXXX received your payment plan " application. '' You need to UPLOAD YOUR DOCUMENTS. 

Aidvantage sent me an email on XXXX / XXXXXXXX XXXX XXXX at XXXX stating, Your IDR plan has been approved. VIEW MY DOCUMENTS. 

These dates are accurate and correct. 

Either their processes are disorganized or they attempted to falsify my document upload responsibility and actions, I did and indeed, complete document upload to be eligible for the IDR on XXXX / XXXX / XXXX 

I took image snapshots of each web page during my upload because I have had ongoing issues with this part of the process EACH YEAR. 

I called Aidvantage on XXXX / XXXX XXXX XXXX after reading this CONFLICTING email from Aidvantage. I spoke to Aidvantage Customer Service Representative XXXX XXXX at XXXX at XXXX XXXX The call took place for :40 minutes.

She placed me on hold for almost :30 minutes. I told her ahead of time that I have confirmation that the documents were uploaded with image snap shots as receipts. She stated that we gave you the documents of approval in your account on XXXX / XXXX / 2025. 

I told her, yes. I received the approval and logged into my account and printed out the IDR approval letter. But you sent me this UPLOAD YOUR DOCUMENT email afterwards. 

Therefore, I assumed you still needed my tax or income documents to be eligible for the IDR. 

She disagreed with me. I tried to tell her I just got this email today on XXXX / XXXX / XXXX at XXXX AFTER I RECEIVED THE APPROVAL LETTER AND ALREADY UPLOADED MY TAX DOCUMENTS on XXXX / XXXX XXXX XXXX. I did upload my documents!!!! 

Is there possibly something wrong with your information system? 
Can you just confirm that you do have MY UPLOADED DOCUMENTS??? 

So I was approved. I uploaded my documents. But received a letter basically that Aidvantage still needed my documents for the final approval after my approval and uploaded tax documents. 

I am writing and documenting this in case other consumers have the same problem or there are future problems with denying I uploaded my documents to disqualify me from the IDR. 

Again, I am writing because the XXXX XXXX disagreed that I received an email on XXXX / XXXXXXXX XXXX XXXX  that they still needed my uploaded documents. I said I am looking right at it. She hung up the phone. I was not yelling. I told her it was not her personal fault. But I did receive a conflicting email. This is why I called. The total called lasted about :45 minutes. I was just being proactive because I was confused and afraid the system didn't get my documents.

It is very confusing for consumers. Because you get the " IDR approval letter '' BEFORE you upload your income documents. " If '' you don't upload you documents than, are you or you may be, disqualified???

It is disorganized, deceptive, and confusing.

Company response to consumer: Closed with explanation