Consumer complaint received 2026-03-07 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:
Subject : Request for IDR Account Adjustment Review, Loan History Reconciliation, and Payment Audit To Whom It May Concern, I am writing to formally request a comprehensive review of my federal student loan account under the Income-Driven Repayment ( IDR ) Account Adjustment initiative administered by the U.S. Department of Education . My federal student loans have been in repayment or servicing status for more than fifteen years and have been transferred between multiple loan servicers during that time. Throughout the life of these loans, I have made substantial payments and have already paid down a significant portion of the principal balance. Due to a number of servicing issues that occurred over the years, I am requesting a full reconciliation of my loan history and an official determination of my qualifying payment count toward IDR forgiveness pursuant to the federal regulations governing income-driven repayment and federal student loan servicing. Over the life of these loans I experienced several issues that I believe should be reviewed as part of this account adjustment : I was placed into repeated and extended periods of forbearance rather than being informed of or guided into income-driven repayment options that may have been more appropriate. I was later informed that I had exhausted all available forbearance time, indicating that these periods were used extensively over the years. I received inconsistent and sometimes incorrect information from customer service representatives when contacting my loan servicers. My account required adjustments that took several years to resolve, raising concerns regarding the accuracy of my loan accounting and repayment history. My loans were transferred between multiple loan servicers over time, which may have contributed to incomplete or inaccurate payment records. I am a XXXX XXXX XXXX veteran and was a veteran at the time these loans were issued and throughout repayment. Despite this, I was never informed of federal borrower protections or veteran-related programs that may apply to my situation, including potential XXXX XXXX XXXX XXXXXXXX XXXX options available to eligible veterans. Given these circumstances, I respectfully request that the Department of Education conduct a full review of my account history to ensure that all qualifying repayment periods have been properly credited and that my account complies with applicable federal student loan regulations. Specifically, I request the following actions : 1. Application of the IDR Account Adjustment to my full loan history in accordance with federal income-driven repayment regulations under 34 C.F.R. 685.209. 2. A complete reconciliation of my repayment, deferment, and forbearance periods across all loan servicers pursuant to XXXX XXXX XXXX regulations in 34 C.F.R. Part 685. 3. My official qualifying payment count toward IDR forgiveness. 4. Confirmation that all eligible months have been properly credited under the Department of Educations IDR Account Adjustment policy. 5. A determination of whether my loans have reached eligibility for forgiveness under applicable IDR timelines. 6. A review to determine whether any payments were made after forgiveness eligibility may have been reached and whether those payments qualify for refund consideration. Additionally, I request review under borrower counseling and information requirements established under 34 C.F.R. 685.304, which requires that borrowers receive clear and accurate information regarding repayment options and federal borrower protections. Given the repeated instances of inconsistent or incorrect information provided by loan servicers over the years, I request that this issue also be considered during the account review. This request is also made pursuant to the XXXX XXXX XXXX authority established under the Higher Education Act, 20 U.S.C. 1087e, which governs federal student loan servicing and borrower protections. Please provide written confirmation of the results of this review, including : my official IDR qualifying payment count any corrections made to my repayment history confirmation of any forgiveness eligibility determination notification of any refunds owed due to excess payments Thank you for your time and attention to this matter. I look forward to receiving written confirmation once this review has been completed. Sincerely,

Company response to consumer: Closed with explanation