Consumer complaint received 2024-09-23 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: MD

Complaint narrative:
XXXX XXXX XXXX Issue : Aidvantage can not explain discrepancies between student loan debt information presented on Aidvantage online student loan debt account from XXXX to XX/XX/XXXX. 

Background : With the change in my student loan servicer my online Aidvantage account payment history and loan status information on XX/XX/XXXXXXXX  does not appear or provide the same information on XX/XX/XXXX. Aidvantage representatives can not explain these discrepancies and the current account does not provide me with credible and consistent information to pursue student loan debt relief options. 

I can not determine : whether payments made have been applied to my account whether the information on my loan status is correct whether the information is reliable to apply for any loan repayment adjustments or assistance I lost my job XX/XX/XXXX I applied for IDR assistance in XXXX but with the recent court challenge blocking student loan debt relief I am trying to find other assistance or relief for my student loan debt. I have been paying on my loans for some time even during the pandemic. Aidvantage can not explain the discrepancy between information presented on my Aidvantage online account on XX/XX/XXXX and XX/XX/XXXX. My XXXX account no longer provides any student loan information for my account. Without the correct information I can not provide reliable accurate information for any student debt relief programs. 

Student Loan Servicer Change : On XX/XX/XXXX I was notified the customer service of my student loan account would be transferred from XXXX to a new servicer Aidvantage and that my loan account would be transferred to Aidvantage on or about XX/XX/XXXXXXXX  ( See XXXX Notice of Loan Servicer Transfer ). 

On XX/XX/XXXXXXXX  I received an email ( See ( XXXX  Loan Servicer Transfer Complete ) that the transition had been successful and I was given the following information for XXXX new payment address : U.S. Department of Education XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX New XXXX Account Number Aidvantage Online Account Experience : On or about XX/XX/XXXX I created my new Aidvantage account and called Aidvantage to discuss my account. I reviewed the account information online and noted my loans were in forbearance due to an income driven repayment ( IDR ) request submitted XX/XX/XXXX. ( See XXXX XXXX XXXX XXXX Form Submitted ). 

I reviewed the online account and noted : Billing statements XXXX stating payment due {$130.00} due XXXX XXXX XXXX XXXX stating payment due {$170.00} due XXXX XXXX XXXX Change in repayment plans XXXX Document indicating I was enrolled in the SAVE plan that no interest would accrue on the loans from XXXX XXXX XXXX and my next payment was due XXXX XXXX XXXX in the amount of {$170.00}. ( See XXXX Change in Repayment Terms ). 
Loan Status All loans in forbearance. 
Payment history Payment history from unknown date with payments previously made to XXXX. I did not take screenshots to capture the payment history presented on the Aidvantage site. 

I asked the representative about the forbearance but he was not able to confirm the type of forbearance or whether the forbearance was generating interest. On XXXX XXXX XXXX I visited my online Aidvantage account and printed an account summary with a payment address that differed from the original address I was sent ( See XXXX Account Information Summary ). 
Aidvantage Federal Student Aid Loan Servicing XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX New Aidvatantage Account Number Payment amount {$420.00} due XXXX XXXX XXXX On XX/XX/XXXX I reviewed my Aidvantage student loan online account. 

I noted : Billing statements XXXX stating payment due {$130.00} due XXXX XXXX XXXX XXXX - stating payment due {$170.00} due XXXX XXXX XXXX XXXX - stating payment due {$170.00} due XXXX XXXX XXXX Change in repayment plans No document on any repayment changes. 
Loan Status All loans in No Payment Due status with due dates of XXXX XXXX XXXX. 
Repayment plan says Graduated Extended. 
Payment history No payment history. 

Resolution requested : I called Aidvantage and after an hour on the phone with two different representatives there was no explanation for the discrepancies between the information presented on XX/XX/XXXX and XX/XX/XXXX or why my XXXX payment had not been applied to my account. 

I have been paying throughout the pandemic. I cancelled my XXXX payment but due to the results of the student debt relief lawsuit blocking student debt relief I resumed payments in XXXX. My XXXX student loan payment was sent on XX/XX/XXXX. I send my student loan payments via my bill pay with my credit union. I am ensuring the new account number is reflected on my online banking but this payment goes directly to the Department of Education and has been accurately applied since XXXX. 


Please let me know if additional information is needed. 


Documents available upon request : XXXX Notice of Loan Servicer Transfer XXXX Loan Servicer Transfer Complete XXXX XXXX XXXX XXXX Form Submitted XXXX Change in Repayment Terms XXXX Account Information Summary ( unable to upload due to size. Available on request )

Company response to consumer: Closed with explanation