Consumer complaint received 2025-02-28 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: TX

Complaint narrative:
To Whom It May Concern, I am writing to formally express my concerns and dissatisfaction regarding the improper management of my loan account with XXXX XXXX. Prior to XX/XX/year>, I had never interacted with your company, yet I recently received a notification from the credit bureaus stating that I am delinquent on a loan under your management. This came as a complete surprise, as I have never received any prior communication from your institution regarding this account. 

Upon further investigation, I discovered that your company has outdated and incorrect contact information on file. The phone number listed under my account has never been registered to me, and the address on record is XXXX that I have not resided at for over XXXX years. Additionally, I have never received any contract or documentation outlining my obligation to your company, making this situation even more concerning. 

On XX/XX/year>, I called your customer service department to address these discrepancies and express my dissatisfaction. During this call, I requested to speak with a supervisor due to the severity of the issue. However, the customer service representative I spoke with responded unprofessionally by chuckling at my request before placing me on hold. After holding for approximately XXXX minutes, the call was disconnected without any follow-up or resolution provided. 

Furthermore, during this call, I also requested to pay the full past-due amount immediately to resolve the delinquency. However, due to the agent disconnecting the call, my request was not fulfilled. As a result, my account remains in a delinquent status, further affecting my credit standing due to no fault of my own. 

This experience has raised serious concerns regarding your company 's handling of my account, its failure to properly notify me of any obligations, and the lack of professionalism displayed by your customer service team. As such, I am requesting the following actions be taken immediately : A full and detailed written explanation of this loan, including all relevant documentation and a breakdown of how this delinquency was determined. 
A correction of my contact information to ensure that any future communications are sent to my correct and current address, email, and phone number. 
A formal response addressing the unprofessional behavior I experienced from your customer service representative. 
Immediate arrangements to allow me to pay the past-due balance in full, as I originally intended during my previous call. 
Prompt updates to my credit file to reflect the resolution of this issue and removal of any negative marks that resulted from this mismanagement. 
Confirmation that my concerns are being investigated and what steps will be taken to ensure such mismanagement does not occur again. 


Please direct your response to my contact information listed above. I appreciate your immediate attention to this serious matter and look forward to your prompt resolution.

Company response to consumer: Closed with explanation