Consumer complaint received 2024-07-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Maximus Federal Services, Inc.
State: NJ

Complaint narrative:
XXXX : XXXX, I have received correspondence number XXXX from Aidvantage providing information indicating random billing cycles from XXXX, XXXX, and XXXX of XXXX with an accounting of invoices issued and payments applied. 

They have failed to explain why I was removed from XXXX without any communication or written notice 6 months prior to my scheduled recertification date. This is what caused the account to go into {$170.00} in arrears. My recertification date was originally XX/XX/XXXX XXXX. 

In XXXX of XXXX, I reached out to report fraudulent text messaging asking for personal information and clicking on random links which is how I learned Aidvantage removed my payment plan without communication, personal knowledge or consent. During that call I requested to be removed from all electronic communication and to send by US Mail. It appears they have complied given the recent correspondence that came by US Mail. 

In good faith, and to work with Aidvantage, I immediately paid the additional $ XXXX learning I was removed from XXXX in XX/XX/XXXX to bring the account current. In the letter referenced, Aidvantage acknowledges receipt of this additional payment, but that it was not applied to bring the account current. The check was cashed, so why was it not applied to the loan balance bringing it current? Where is that money now since it was not applied to my loans? 

During that initial call in XXXX, I was instructed to recertify to get back on SAVE and eliminate the randomness of amounts due each month. During that call, I followed the instructions of the representative and was quoted a new monthly payment of {$410.00} effective in XX/XX/XXXX payment. 

On XX/XX/XXXX, I reached out again looking to verify Aidvantage acknowledged the new rate of {$410.00} that I had been quoted in XX/XX/XXXX for accuracy as it was reflecting a higher amount pf {$460.00} in the Aidvantage portal.. The rep was also unable and/or unwilling to explain why I was removed from the payment plan I entered into XX/XX/XXXX. The representative did not see the $ 410 monthly payment agreed upon in May.. She was unable to guarantee any consistency with the amount due month to month. During this call the representative walked me through recertifying for XXXX for the third time, uploading a paycheck stub. I was told during that call everything was fixed and that payments would be lowered to {$310.00} effective my XXXX payment. This representative was more interested in placing the account in forbearance since I had tapped into savings to bring the account current and to pay the additional amount of {$410.00}. I was very specific that I just wanted to know what my payments were and not interested in forbearance. She again repeated {$310.00} was the payment due beginning XX/XX/XXXX and would be for XXXX consecutive months. I let her know that {$310.00} was a sustainable amount that would not require me to bleed savings or borrow to pay and I was not authorizing Forbearance. 

On XX/XX/XXXX, I reached out again after receiving a letter stating my loans were placed in forbearance in lieu of the $ 318 monthly payments agreed upon. During this call, I was told the forbearance was an administrative forbearance because Advantage does not know what my monthly payments should be and had no record of the most recent payment plan quoted at {$310.00} a month. I was encouraged to recertify for the fourth consecutive month which I declined to do.. 

I don't feel I should have to go through the recertification process monthly to figure out what I am supposed to send. 

With this most recent communication, there are several issues : XXXX ] No one is able and/or willing to explain why I was removed from XXXX 6 months prior to my scheduled recertification effective XX/XX/XXXX unfairly causing the account to go into arrears. 

XXXX ] Aidvantage has admitted to receiving additional payment of {$170.00} on XX/XX/XXXX intended to bring the account current despite their errors but the document received is very clear the payment was NOT applied it to clear the delinquencies. Why? Was it applied to any portion of the loan or sitting in limbo? 

XXXX ] Aidvantage has had me recertify XXXX consecutive months to get back on XXXX and has still been unable to confirm what the monthly payments are. The amounts change every time I talk to a representative. 

Given Aidvantage seems to be unable to properly service the account, it has been a frustrating experience to set a budget and make arrangements to pay the loan. 

This experience has exacerbated a health condition due to the stress and uncertainty surrounding other financial obligations. I am XXXX as well as being a primary caregiver for a parent with XXXX managing their affairs and paying for some of their medical expenses. The undue stress Aidvantage continually provides by not knowing what payment they will expect on a month to month basis has been creating constant stress and anxiety, resulting in other medical complications these last several months. 

In total, I have paid on these loans in good faith and throughout the XXXX XXXX paying off several in full. The compounding interest accrued prior to chipping away at the principal during XXXX exceeds the amounts originally borrowed and is in line with the wide spread forgiveness that has been granted to other individuals. 

I believe that since Aidvantage has admitted to receiving monies and not properly applying them in addition to their inability to tell me what my monthly payments are and correct their error removing me from the XXXX plan - is in line with other forgiveness that has been provided to other consumers. 

I would encourage all to consider loan forgiveness since the servicer has been unable to service the loan effectively since taking over from XXXX. 


XXXX XXXX

Company response to consumer: Closed with explanation