Consumer complaint received 2024-12-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Maximus Federal Services, Inc.
State: FL

Complaint narrative:
I've been repaying my XXXX XXXX loans since XX/XX/XXXX. 

XXXX Aidvantage tells me on the phone I'm eligible for forgiveness in XXXX, which is a 30 year repayment term on a 25 year XXXX plan. They assert XXXXXXXX XXXX  has my repayment beginning in XXXX. There is no way to directly contact the people doing the count. 

The Aidvantage website says that I will be paying through XXXX on at least XXXX loan, which is a XXXX year repayment term on a 25 year XXXX plan. 

Meanwhile, the XXXX offered this guidance this week, suggesting the one-time adjustment is complete : XXXX XXXX XXXX " Payment Count Adjustment It is important to note that the Department conducted a one-time payment count adjustment of XXXXqualifying payments for all XXXX XXXX and federally owned XXXX loans in XXXX. Borrowers with commercially-held XXXX loans were eligible for the adjustment if they consolidated their loans into a XXXX XXXX Loan. The payment count adjustment counted time toward XXXX forgiveness, including : any months in a repayment status, regardless of the payments made, loan type, or repayment plan ; XXXX or more months of consecutive XXXX or XXXX or more months of cumulative forbearance ; any months spent in economic hardship or XXXXXXXX XXXX in XXXX or later ; any months spent in any XXXX ( with the exception of XXXX XXXX  ) prior to XXXX ; and any time in repayment ( or XXXX or XXXX, if applicable ) on earlier loans before consolidation of those loans into a XXXX  loan. 

More details about the payment count adjustment can be found on XXXX. 

Even though the XXXX  separation process was not available in time for the one-time payment count adjustment, all XXXX borrowers who submit an Application/Promissory Note by XX/XX/XXXX, will receive the benefit of the payment count adjustment. The adjustment will be applied for both borrowers who apply to separate their XXXX  through the joint application process. 

For separate applications, the remaining co-borrower who did not apply to separate the joint debt will not receive this benefit unless and until the co-borrower submits an Application/Promissory Note to separate and consolidate into a XXXX XXXX Loan by XX/XX/XXXX. 

Likewise, commercially-held XXXX XXXX borrowers who go through the separation and XXXX process will also be credited with earned progress toward XXXX XXXX XXXX XXXX XXXX XXXX XXXX based on the payment count adjustment if the borrowers were working for an eligible employer during the months credited toward XXXX. Each co-borrower will need to use the XXXX Help Tool or complete a XXXX Form to assess their employment eligibility once the individual XXXX XXXX  Loan is made. This can occur after the XXXX payment count adjustment. 

Once separated, borrowers should not expect to have the payment count adjustment credited to their new XXXX XXXX  Loan immediately. The Department will not be prepared to apply the payment count adjustment to separated XXXX until after XX/XX/XXXX. ''

Company response to consumer: Closed with explanation