Consumer complaint received 2025-08-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Maximus Federal Services, Inc.
State: OK

Complaint narrative:
My CPA noticed that I had paid over over {$69000.00} in interest in one year on my loans. I reached out to aidvantage that acquired my loans from XXXX. They informed me that over {$30000.00} was from capitalized interest. I did not understand why my loans were capitalized because I was on the IDR plan after graduation and had been making payments. I spoke with several people at different times at XXXX and they each said my account looked like it needed to be audited. I contacted Advantage multiple times requesting all documentation on payment history and capitalization history. I pulled the US department of education national student loan data system information on all of my loans. I noticed that my loans were put into forbearance 3 times. One of them being a delinquency forbearance. In XXXX a capitalization of over {$18000.00} was added to my principle from a forbearance I never knew about, received notification of, and never consented to. It is now XXXX. The capitalization to my existing loan has lead to an excess of around {$70000.00} being added to my loan. I requested an audit from Aidvantage. They sent me a letter saying that all information they have is correct and regurgitated that my loans had been capitalized. I informed them that I have payment records during the time that the payment history does not have payments. I also informed them that I never requested a forbearance from XXXX XXXX and that the forbearance was placed on my loans without my request or consent. I submitted over 2 cases with XXXX, both being closed. After 4 months of trying to contact my case manager I was finally able to reach her. Every time I called I was told that she would call me by the end of the week. This went on for months. She had a scheduled meeting with me and had to cancel. We finally spoke and I gave her a rundown of the situation and told her that I had payment information and that I never consented to a forbearance from XXXX XXXX. She said she would do a thorough look on my account and let me know what she found and would request the documents I had from me. She never requested the documents that I had. I then received an email notice from XXXX that a secure letter from Aidvantage was attached to the email, but no attachment existed. I called back to Aidvantage and they said they would have it attached. I had to wait 3 days and call back yet again to have them attach the document. The document said that they have not changed their minds and that all information is correct. I have stated multiple times that I never consented to a forbearance nor requested it, I was on and IDR plan while making payments, I have payment history that challenges the current payment history they have, and show that the capitalized interest has increased my loans by more than than {$70000.00} dollars and they have not done anything about it because the events of the capitalization happened with the prior servicer before they retained the account.

Company response to consumer: Closed with explanation