Consumer complaint received 2025-11-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Maximus Federal Services, Inc.
State: CO

Complaint narrative:
I am requesting CFPB assistance with ( XXXX ) an unresolved PSLF refund totaling approximately {$20000.00} {$24000.00} in overpayments and ( XXXX ) an incomplete and inaccurate PSLF payment count following my Direct Consolidation Loan, despite repeated requests to both Aidvantage and the XXXX Department of EducationXXXX XXXX I have been redirected between agencies for months without resolution. 

XXXX. Background & Partial Refund Already Received I received a partial refund from XXXX ( ~ {$1800.00} ) in XX/XX/XXXX. 
The substantially larger refund of approximately {$20000.00} {$24000.00} remains outstanding. 
These overpayments were made on my XXXX Consolidation Loan with XXXX before XXXX submitted my Direct Consolidation Loan application on XX/XX/XXXX ( confirmation received XX/XX/XXXX ). 
I have submitted a full payment ledger, bank statements, and overpayment documentation to XXXX multiple times. 

XXXX. Payment Count Has Not Been Corrected After Consolidation My XXXX account previously showed : XXXX PSLF-qualifying months Only XXXX actual payments beyond XXXX required Numerous COVID forbearance months counted inaccurately Since the transfer to Aidvantage, my corrected count has not been calculated, not posted, and not acknowledged despite documented proofs submitted several times between XX/XX/XXXX to present. I began this process of receiving a refund for overpayments in XX/XX/XXXX. 

XXXX. Aidvantage Placed My Account in Forbearance Until May Without Explanation Aidvantage has placed my loans into administrative forbearance through XXXX, without : A written explanation Confirmation that my account is under review A timeline for payment count correction Any connection to the outstanding PSLF recount This forbearance appears arbitrary and has prevented progress on resolving my PSLF status. 

XXXXXXXX XXXX XXXX  Complaints Are Unanswered I have multiple open Ombudsman cases with XXXX, but : I have received no status updates, No requests for additional information, and No clear indication of where my case sits in the queue. 
XXXX has also directed me back to Aidvantage, while Aidvantage directs me to XXXX. 
This has created a closed loop where neither party resolves the issue. 

XXXX. Documentation Already Submitted I have previously provided : Consolidation application & promissory note Consolidation approval letter Complete payment ledger ( XXXX overpayments ) XXXX XXXX screenshots XXXX XXXX XXXX XXXX Payment count and amount documents from XX/XX/XXXX through XX/XX/XXXX Bank statements All servicing transfer documentation XXXX. What I Am Requesting Through CFPB I am formally requesting that CFPB ensure : A. My PSLF-qualifying payment count is recalculated correctly Based on the documents already submitted. 
B. My outstanding refund ( {$20000.00} {$24000.00} ) is processed In accordance with PSLF regulations. 
* * XXXX Aidvantage and XXXX identify who is actually responsible for completing the recount and issuing the refund. * * XXXX Aidvantage explains the administrative forbearance through XX/XX/XXXX including whether my account is being actively reviewed. 
XXXX I receive a written timeline for expected completion. 

XXXX. Harm The extended delays and lack of communication have caused : Financial strain Difficulty planning for future obligations Significant emotional distress Ongoing retraumatization following previous experiences with incorrect servicing and ignored complaints I am seeking CFPB support to obtain a resolution, as neither Aidvantage nor XXXX has fulfilled their obligations.

Company response to consumer: Closed with explanation