Consumer complaint received 2025-11-13 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Maximus Federal Services, Inc.
State: CA

Complaint narrative:
In XXXX of XXXX, I set up auto pay for my student loans with aidvantage. The next month, in XXXX, no money was extracted from my account automatically, as I had set up, and so I called advantage and they told me that autopay would not work until 2 months from XXXX. So, I paid them XXXX dollars in XXXX ( what was due was XXXX ). Then, in XXXX, again, no money was extracted from my account automatically, So I called Advantage, and they told that auto pay was not set up, even though we did set it up, and that we had to do it again, and that ALSO, nothing due for the month of XXXX. In XXXX, Auto payment went through, and I money correctly extracted from my account ( XXXX ). Come XXXX ( this month ) auto pay worked again and my monthly payment of ( XXXX ) was extracted from my account. Good. However, On my account, it shows a missed payment of {$120.00} which says PAST DUE XX/XX/year> ( which is yesterday ). 
Now, this total of XXXX, I believe this is what was supposed to be paid in XXXX, even though they told me on the phone nothing was due. Here are my calculations : XX/XX/year> amount due : XXXX Amount I paid : XXXX XX/XX/year> amount due : I was told XXXX Amount I paid : XXXX XX/XX/year> amount due : XXXX Amount I paid : XXXX XX/XX/year> amount due XXXX Amount I paid : XXXX So, in XXXX, I paid XXXX, minus the amount due ( XXXX ), equals XXXX ( the difference ). This, EXTRA AMOUNT I PAID IN XXXX should remain in my account. 

So, lets assume there actually WAS an amount due in XXXX, even though aidvantage told me there was not, of XXXX. Then, XXXX minus the EXTRA AMOUNT I PAID IN XXXX ( XXXX ) is equal to ... XXXX. 

SO, XXXX was due in XXXX. However, Aidvantage told me nothing was due in XXXX, and this missing payment only shows up on my account TODAY, which is XX/XX/XXXX of XXXX. THIS IS A PROBLEM and a MISTAKE FROM AIDVANTAGE which they are not willing to admit and I am worried it will not be further prevented as I, myself, had to calculated where this missing payment comes from. The agent was of no help. ( I will attach the chat between the agent and I below ). 

I do not want to face delinquency charges, have my credit ruined, have to make sure aidvantage is doing their job, or generally be blamed and suffer reprocussions for missing payments which advantage tells me I do not have to pay. 

Aidvantage is unwilling to say they are responsible for this mistake, as seen in the chat I had with their agent, XXXXXXXX chat contents begin now : XXXXXXXX XXXXI see that you have autopay active and I also se that you have a payment pending for the remainder of the amount that will make your account current.XXXX  XXXX XXXX XXXXagain why am I past due when I set up auto since XXXX XXXX you are not doing what tour are supposed to do as far as auto!!! XXXX XXXX XXXXXXXX XXXXis this going to affect my credit? XXXX XXXXXXXX XXXXXXXX XXXXis not fair that I am calling, checking, paying, setting up everything and your company continues to mess upXXXX XXXX XXXXNo it's notXXXX XXXX XXXXThank you for your patience, I'm still researching for you.XXXX XXXX XXXXXXXX XXXXnothing against you personallyXXXX XXXX XXXXXXXX XXXX guess the rep in XXXX messed up when she told me " don't worry '' nothing owed for XXXX auto will kick in in XXXX XXXX XXXX XXXX want this recorded only Acct XXXX XXXX XXXXThank you I understanding I'm looking to see what if you have autopay set upXXXX XXXXXXXX XXXXWhy it's showing late I mean sorry.XXXX XXXX XXXX XXXX XXXX XXXX XXXXI want late payment status removed from my acct pleaseXXXX XXXXXXXX XXXX XXXX XXXX going to affect my credit? XXXX XXXXXXXXXXXX XXXXOk so autopay takes XXXX business day to post it should post tomorrow and it won't show lateXXXX XXXX XXXX XXXX told me XXXX whole months\XXXX XXXX  XXXX XXXXAuto pay was set up in XXXX. I called in XXXX asking why my account wasn't debited and they told me it takes 2 months toXXXX XXXX XXXXFor your autopay to be approved? XXXX XXXX XXXXYour autopay is active and was extracted it just takes 1 business day to postXXXX XXXX XXXX XXXXAuto pay was set up in XXXX. I called in XXXX asking why my account wasn't debited for XXXX. They told me auto pay takes 2 months from XXXX to kick in. So I paid XXXX dollars to them. In XXXX, again it happened. I asked why my account wasn't debited, they said wait til XXXX and nothing is due for XXXX. XXXX ( XXXX payment ) + XXXX ( for XXXX ) = XXXX. Minus the XXXX that I paid in XXXX because I am smart = XXXX. Which shows up as late payment on my account. I imagine this is what was due in XXXX, but they told me nothing was due.XXXX XXXX XXXX XXXXI have auto pay set up. I am very busy. I don't want to have to check every month to make sure there are no errors on your part and my credit is not being negatively affectedXXXX XXXXXXXXXXXXXXXX XXXXI apologize you experienced that on my end today your autopay is active and it was extracted form your account tomorrow your account will be current no late showing.XXXX XXXXXXXX XXXX XXXXPlease explain to me why my account says there is a past amount due : XXXX, and why it says I have missed 1 payment, and to pay now ( I just did ) or contact youXXXX XXXX XXXX XXXXand this payment is, from my calculations, XXXX, when I was told not pay anythingXXXX XXXXXXXXXXXX XXXXThank you for your patience, I'm still researching for you.XXXX XXXX XXXX XXXXOkay . I will give you time. I am frustrated because I can not keep on checking and making sure everything is good on aidvantages end. That is there responsibilityXXXX XXXXXXXXXXXX XXXXYour autopay was approved in XXXX and yes that payment was from XXXX once the payment post your autopay is good to go your next extraction is next month XXXX XXXXXXXX XXXXFor autopay.XXXX XXXXXXXX XXXX XXXXSo did it extract money ifrom my account in XXXX? if not, why so considering auto pay was set up. If yes, what did I just pay for manually ( XXXX XXXX XXXX XXXX XXXXIt was approved after your due dateXXXX XXXX XXXXXXXX XXXXSo, when was that payment due and for what month does it coverXXXX XXXX XXXXXXXX has returned XXXXXXXX XXXXThat XXXX is from XXXX XXXX XXXX XXXXSo, why on my account does it say it was due XX/XX/year>. Today. If it is from XXXX, why is it showing it is due today, and it is saying the payment is lateXXXX XXXX XXXXXXXX XXXXIs that a mistake from you guys XXXX XXXX XXXX XXXX has become idle XXXXXXXX XXXXYour payment will post tomorrow and it will not show lateXXXX XXXXXXXX XXXX XXXXokay. I want an email of this converstation to report this incident to CFPB ( Consumer Financial Protection Bureau ) as this is not the first time we have had problems with Advantage. Please email to XXXX XXXX XXXX has returned XXXXXXXX XXXXI 'm sorry but I'm unable to provide you a transcript of our chat interaction. 
Are there any other questions I can assist you with? XXXX XXXX XXXXThis should not happen again.XXXX XXXX XXXX XXXXOkay. I want supervisors name and phone number or contact XXXXXXXX XXXX XXXX  The Aidvantage Contact Center can be reached at XXXX. Our hours of operation are : Mon : XXXX XXXX EST Tues-Fri : XXXX - XXXX EST Sat : XXXX - XXXX EST Supervisor name is XXXX

Company response to consumer: Closed with explanation