Consumer complaint received 2026-01-15 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:
Aidvantage Response : Thank you for reaching out to the CFPB with your concerns regarding your student loan account. We understand you are requesting removal of your student loan account from your credit report and are disputing the defaulted loans. You stated that you were only aware of loans serviced by XXXX, and that they had transferred to XXXX. When reviewing your student loan information on the National Student Loan Data System ( NSLDS ), it shows that you had six student loans taken out for educational purposes. Although all six loans had been serviced by XXXX at one time, they had been split between two group types that had determined where they transferred next. Four of the loans had been disbursed through the Department of Education ( ED ) and were being serviced under XXXX Department of Education. Two of those loans had been serviced by XXXX as a commercial entity. When XXXX did not renew their contract to service ED owned loans, those loans had transferred to Aidvantage. Shortly after, when XXXX, as a commercial entity, decided that they would no longer service any type of student loans, the remaining two loans were transferred for servicing to XXXX. Another distinction between these loans would be that under the CARES Act, in response to COVID-19, payments and interest were suspended from XX/XX/XXXX, until XX/XX/XXXX, for the four loans under XXXX XXXX  and Aidvantage. Payments resumed on Department of Education loans in good standing in XXXX of XXXX ; this included your account. The loans under XXXX and XXXX were not eligible for this postponement and would have required payments during the CARES Act period. 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. Based on your request we have conducted an investigation which confirmed the information we provided to the consumer reporting agencies is accurate. 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. When FEMA declares a state of emergency due to weather for your county that matches the address in our system, a Natural Disaster Forbearance will be processed on your account if it becomes delinquent. This forbearance was processed four times in XXXX, with the most recent being from XX/XX/XXXX, until XX/XX/XXXX. Despite monthly statements, delinquency notices, and phone calls, no payments were received on the loans, and they defaulted in XXXX and XX/XX/XXXX. If you still believe the information reported is not accurate, please provide additional supporting information. This can include a copy of the relevant section ( XXXX ) 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 ( XXXX ) 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 FTC.gov ; 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 Federal Student Aid, Attn XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX. The loans are now being serviced by the Default Resolutions Group, and they can be contacted at XXXX. We have confirmed that you submitted your complaint using a different name than what is on our system. If you would like the name changed on your student loan account, you are welcome to submit proof of the name change to the address, fax, or email on this letterhead. You can also upload the documents through Aidvantage.studentaid.gov. You may contact us directly through your online account at Aidvantage.studentaid.gov or by calling us directly. Our representatives are available by calling XXXX. Visit Aidvantage.studentaid.gov/contact-us for a current listing of our hours. 


My response to the above : This is the 3rd complaint since you can not answer my request. I have never received any information from XXXX or Aidvantage that Aidvantage took over these loans. You keep saying you tried contacting me through email, phone and letters but no such emails, letters or phone calls exist. I have combed through emails, junk emails and phone records and there is no information. Please provide proof of such phone calls, letters mailed and emails sent. I will not stop with the complaints until this is resolved and Aidvantage admits fault in this matter as I am not the only student borrower you have caused problems with. Send me copy of all emails and certified mail. And yes my name changed from XXXX XXXX to XXXX XXXX.

Company response to consumer: Closed with explanation