Consumer complaint received 2024-02-06 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: IN

Complaint narrative:
I am requesting your assistance with the Public Service Loan Forgiveness program. 
In XX/XX/XXXX, I was told I qualified for a complete forgiveness as I had paid XXXX payments of {$280.00}, ( XXXX ) and I worked for the XXXX  XXXX XXXX XXXX since XXXX and then after retirement in XXXX I started work for the XXXX XXXX XXXX XXXX. After the pandemic and with the support of the Biden Administration, it had become evident that there was to be a XXXX time program of qualifying all those who had not previously qualified ( XXXX XXXX Loan holders ) and they would also use the XXXX  years of payment suspension as an additional mark for forgiveness. 
When I called the Federal Student Aid, and explained my situation, they looked at all my records and determined that I needed to apply for the PSLF immediately, as the deadline was to be XX/XX/XXXX. 
I downloaded the forms needed, sent to both the XXXX  and the XXXX, I sent a fax to XXXX as instructed and followed it with an overnight package to XXXX. I did obtain a receipt of their acceptance. I continually followed up on the application and was receiving a notification that it was in process. Every time I did that in process. Then a notice stated that there was a duplicate application, however, when I went to research it, nothing could be found. I called several times, which was impossible to get through without an hour or so hold. I finally got through to someone at Federal Student Loans, and they stated there was nothing received, but after research found that my application was not entered correctly. My last name was entered with only an XXXX, at which time she said before they could open anything further, I needed to change my name, by sending a copy of my driver 's license, which I did that evening. Still nothing changed. When I called Student Federal Aid, they then stated my loans had been transferred to XXXX, but XXXX still can not find it. 

I am a Parent and have had a XXXX XXXX Loan since XXXX, after my daughters graduation. 
I was told XXXX XXXX loans did not qualify for the forgiveness program and therefore,, I did not pursue it. 
In XXXX, after my son graduated, I then consolidated my daughter and my sons loans together. 
Started with XXXX XXXX XXXX XX/XX/XXXX Then transferred to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Then transferred to Navient Department of Education Loan Servicing XX/XX/XXXX XXXX with Aidvantage XX/XX/XXXX discussed the PSLF and how to apply, they sent me confirmation of our conversation, however, they only included where I needed to go to apply ; which I did. 
In a notice from the Dept of Education XX/XX/XXXX ; it directed those to go to the Student Aid website, which when I log in, it does not recognize my login information and states I do not have an account. 
ACCOUNT NOT FOUND. TRY CHALLENGE QUESTIONS. I tried, they say they are incorrect. I have had these questions from the start. 

I cant get any resolve!!!! I have sent in complaint after complaint, I have called and left my phone sitting for hours hoping someone would answer. NOTHING! I enrolled in the XXXX XXXX program to get an answer, and now Im sitting here again with no answers. What they are asking me to do I have already done.

Ive completed my application, I have placed my account in forbearance only to find out they will not extend it again until I confirm my income. 

I AM XXXX XXXX XXXX, I AM TRYING TO RETIRE, MY HUSBAND IS RETIRED. I CANT BECAUSE BESIDES MY HOUSE PAYMENT, I NEED TO MAKE THESE PAYMENTS. HELP PLEASE HELP! IM TIRED.

With every question/complaint I send, they just turn around and tell me what to do that I have already done and do not answer my complaint whatsoever. Now Student Aid says they are no longer my servicer that it is with XXXX. I go out there again and this is the message I get. 

________________________________________ Application Error You have encountered an error in our web application.

Our technical staff will address this issue as soon as possible.

Please close your browser, return to our site and attempt to repeat the same process. Sometimes that is all that is needed to fix the problem.

If you continue to receive an error, please Contact Us and provide the reference ID below along with the date and time. 
________________________________________ Reference ID : XXXX XX/XX/XXXX XXXX Footer CALL XXXX ( Toll Free ) I can not do this anymore, I am having to go into default. I have been unfairly treated, and I have paid well over what I borrowed, and I NEED YOUR HELP!!!! Please let me know if you can help me to resolve this. 

I have copies of everything, if needed. I just felt at this time too many pages to attach.

Company response to consumer: Closed with explanation