Consumer complaint received 2024-08-28 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: CO

Complaint narrative:
I have several student loans and was already on an XXXX ( XXXX ) repayment plan. I applied for a loan consolidation and reapplied for the XXXX plan via my account on XXXX I have attached a screenshot of the loan consolidation and XXXX application requests being received via my XXXX XXXX on XX/XX/24. 
My loan was approved on XX/XX/24 and the following day I received a second document saying that I was entered into a standard repayment plan ( documents attached ). I immediately called Aidvantage to ask whether my XXXX application had gone through and was assured by a customer service rep that they were still processing it and I could ignore the repayment document for the time being. 
I then received another document on XXXX informing me that the monthly amount of my standard repayment plan had gone up ( attached ) and called them again. The customer service rep told me that I had actually been approved for an XXXX plan already but it had not hit my inbox yet due to lengthy processing times with the current legal issues that were postponing the XXXX plan in court. 
I then received another document today, XX/XX/24, telling me I would need to pay the standard repayment amount in 18 days after my forbearance ended. I called them again and the rep, I spoke to a lady named XXXX at XXXX MST XXXX told me that my XXXX application actually had not been approved because they were waiting for income information from me. She told me I should be able to see that request on my Aidvantage portal, however, when I went to the portal I did not see the request. She did confirm that she was able to see the request on her end, and that instead of sending me the request they had simply kept me on the standard plan. 
The complaint I would like to file is that I do not believe Aidvantage ever actually considered me for the XXXX plan ( a plan I was already on with my prior loan servicer ). I know for a fact that they received the request and necessary application documents from XXXX. Instead they automatically put me on a standard repayment plan which is roughly $ XXXX {$400.00} more per month than my original repayment plan. Their representatives informed me repeatedly that the XXXX plan application was being considered but I was not able to find proof of this, and the last representative was able to see that a request had been made for me to provide additional documentation which I was not able to see or reply to in anyway. Lastly, if I had actually been approved for the XXXX plan as the second representative told me I was, I should have been on a non-interest accruing forbearance and I should still be on that forbearance based on the ruling of the court at the time that had postponed the XXXX plan. However, from the moment my loan consolidation was approved, I was on an interest accruing administrative forbearance, which I am still in until being required to make my first standard repayment XXXX  days from now.

Company response to consumer: Closed with explanation