Consumer complaint received 2025-12-24 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: KY

Complaint narrative:
I am submitting this update to provide a clear timeline and to document XXXX continued failure to resolve my student loan servicing dispute despite multiple written requests. 

* * Timeline of Events : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I submitted a written request to Aidvantage requesting a complete life-of-loan payment history audit, including reconciliation of all payments, documentation related to a servicer transfer, and confirmation of how overpayments were applied. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I received a mailed document package from Aidvantage. Upon review, the materials provided were incomplete and did not satisfy my request. The documents consisted primarily of transaction listings and summary records and did not include a full payment audit, loan-by-loan allocation of payments, disclosure of any suspense or unapplied funds, or reconciliation of pre-transfer payments. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I contacted Aidvantage again in writing to address the inaccuracies and deficiencies in the documentation provided and to reiterate my request for a complete accounting and clarification of payment application. 
* * * XX/XX/year> : * * Aidvantage responded in writing, asserting that the documentation already provided included the requested information and encouraging phone-based review rather than providing additional written clarification or corrected documentation. 

* * Outstanding Issues : * * Despite these communications, Aidvantage has not resolved the core issues raised in my dispute. Specifically : * Aidvantage has failed to provide a true life-of-loan payment audit that reconciles payments to balance changes. 
* Aidvantage has not clearly documented how payments made prior to XX/XX/year> were applied, including payments exceeding {$900.00}. 
* Aidvantage has not disclosed whether any payments were held in suspense or unapplied. 
* Aidvantage has not confirmed that overpayments were applied directly to principal rather than absorbed through interest allocation or reallocation during the servicer transfer. 
* Aidvantage declined to place my loans into administrative deferral or forbearance with no interest accrual while these discrepancies are investigated, without addressing whether the unresolved discrepancies constitute a servicing error. 
* Aidvantage has not provided electronic copies of all documents mailed to me, despite a written request to do so. 

Aidvantages reliance on partial documentation and phone-based explanations does not resolve the servicing concerns or provide the transparency required to verify the accuracy of my loan balances and payment history. 

I am requesting the CFPBs assistance in requiring Aidvantage to provide a complete and transparent accounting of my loans, properly investigate and correct any servicing errors, ensure accurate loan balances and reporting, and apply appropriate administrative relief while this dispute is unresolved. 

Thank you for your review and assistance. 

Sincerely, XXXX

Company response to consumer: Closed with explanation