Consumer complaint received 2025-12-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: Maximus Federal Services, Inc.
State: NJ

Complaint narrative:
My initial complaint ( XXXX ) was closed so I am following up with a new a rebuttal. 

My initial complaint : I am requesting a review of late payment reporting on my federal student loan account serviced by Aidvantage. The late payments reported throughout XXXX occurred during a documented medical/mental-health-related hardship that directly affected my ability to manage daily responsibilities, including repayment. This was not an issue of neglect or unwillingness. I was focused on recovery and regaining stability during that period. I have attached a hospital invoice showing {$7200.00} in medical expenses as evidence of the hardship. Since then, I have brought the account fully current and have demonstrated consistent, on-time payments. I previously contacted Aidvantage directly both in XXXX and XXXX this year with a goodwill request explaining these circumstances, but the reporting has not yet been adjusted to reflect the context or my current repayment performance. The continued reporting of these late payments has created a severe and disproportionate impact on my credit score, housing opportunities, and overall financial progress, despite my account now being in good standing. I am respectfully requesting that these nine ( 9 ) late payment marks be removed in the interest of fairness, accuracy, and compassionate consideration of the circumstances. Thank you for your time and attention to this matter. 

Aidvantage 's ( Maximus Education LLC ) response : Thank you for reaching out to the CFPB with your concerns regarding your student loan account. We understand your concerns to be late payments reporting on your credit during a health-related hardship. While we empathize with your situation, we are unable to honor your request. In accordance with federal regulations, Aidvantage must report your federal student loans to consumer reporting agencies. We will report your loans in a past due status if they are 90 days delinquent at month end. Billing statements and past due notices were sent to your online inbox prior to your account going over 90 days past due. This will provide you with an opportunity to contact us if you are past due and/or having difficulty making payments before negative reporting occurs. The Fair Credit Reporting Act requires lenders and servicers, such as Aidvantage, who report information to the consumer reporting agencies to do so with accuracy. Therefore, we can not remove accurate information from your credit report. From XX/XX/XXXX through XX/XX/XXXX, normally if you were to miss three monthly payments, your loans would be considered delinquent and reported to the national credit reporting agencies. However, XXXX had created a temporary on-ramp period to support you as you start or restart payments following the pandemic pause. As part of the on-ramp, Aidvantage applied a forbearance to your student loan account for the payments you missed during that time period. The final on-ramp forbearance was applied to your account effective XX/XX/XXXX, to XX/XX/XXXX, preventing delinquent reporting. Your student loans were reported 90 days or more past due in XX/XX/XXXX. This reporting is accurate and can not be removed. If you still believe the information reported is not accurate, please provide additional supporting information. This can include a copy of the relevant section ( s ) of your credit report highlighting the disputed reporting ; canceled checks or bank statements reflecting loan payments you believe were not applied to your account ; school enrollment information related to the loan ( s ) involved in the reporting ; an identity theft report and supporting information if you believe your loan is the result of identity theft. This requires filing a report with your local police department or submitting an identity theft claim at XXXX ; any other information you believe is pertinent to your claim. Once we receive this additional information, well be able to research your inquiry further. Please submit the documents listed to Aidvantage - Official Servicer of XXXX XXXX XXXX  Attn : XXXX XXXX XXXXXXXX, XXXX XXXX XXXX, XXXX, TX XXXX. You may contact us directly through your online account at XXXX or by calling us directly. Our representatives are available by calling XXXX. Visit XXXXXXXX for a current listing of our hours. 

My rebuttal : I am submitting this rebuttal because while Aidvantage did notify me that the on-ramp protection was ending, they did not provide the federally required information needed for repayment to resume, including : 1. A specific due date for my next payment 2. The reinstated monthly payment amount 3. The date delinquency would begin 4. The date negative credit reporting would occur.

A general notice that on-ramp protection is ending is not sufficient to meet Aidvantages obligations under the Higher Education Act or the Fair Credit Reporting Act ( FCRA ), which require clear, time-specific, actionable communication. Without an actual due date or payment amount, I was not reasonably informed that repayment had resumed or that my account was at risk of 30/60/90-day delinquency.

Additionally, there has been documented inaccuracy in the way my account was reported. Aidvantage initially reported the late payments twice, resulting in 18 late-payment notations on my credit report, instead of 9. This error was later corrected, but it demonstrates that the reporting on my account has not been consistently accurate. Given this prior reporting mistake, combined with missing due-date information and my documented health-related hardship, the remaining late-payment notations warrant closer scrutiny. For this investigation to continue properly, I am requesting that Aidvantage provide : 1. A copy of the exact notices they claim were sent, including the specific due date and amount due 2. Proof of delivery or transmission of those notices 3. Evidence that I received all information necessary to understand when payments resumed 4. A clear delinquency timeline showing when Aidvantage believes 30/60/90-day lateness began. If Aidvantage can not provide documented proof that all of this information was sent clearly and in accordance with federal requirements, then the XX/XX/XXXX late-payment reporting can not be considered fully accurate. Lastly, once I understood the issue, I acted promptly to bring the account current and have maintained good standing since. Given the communication gap, the previous reporting inaccuracy, and my health-related hardship, the removal of the nine ( 9 ) late-payment is the most credible gesture so that my credit report accurately reflects my true payment intentions and history. Thank you for reopening and reviewing this matter.

Company response to consumer: Closed with explanation