Consumer complaint received 2025-12-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Maximus Federal Services, Inc.
State: AL

Complaint narrative:
I am submitting this complaint to request that a formal investigation be conducted into the federal student loan servicing practices of Aidvantage, which I believe are potentially deceptive, unfair, and predatory in effect. These practices include failing to provide monthly billing statements, maintaining incomplete payment transaction histories, issuing contradictory written communications, failing to provide an accessible accrued interest log ( amortization schedule ), and allowing unexplained interest accrual while my student loans were placed into administrative forbearance due to ongoing litigation involving the Saving on a Valuable Education ( SAVE ) Plan. 

Collectively, these failures have materially impaired my ability to make payments toward interest while in forbearance, as well as understand, validate, and manage my student loan accounts. As a result, my balance has grown unnecessarily, placing me at elevated risk of delinquency or default through no fault of my own. 

XXXX. Servicing History and Record of Timely Payment Aidvantage has been my federal student loan servicer since XXXX, during which I made regular, timely monthly payments toward my student loan balance. I was later placed on a new repayment program through the SAVE Plan. From the time Aidvantage assumed servicing of my loans through the implementation of the SAVE Plan, I consistently made all required payments on time.

My required monthly payment prior to SAVE was approximately {$380.00}, as reflected in my payment history and supporting documentation. I always remained current and did not miss any required payments. 

XXXX. SAVE Plan Enrollment and Continued Compliance When the SAVE Plan was rolled out in XXXX, I enrolled promptly and continued to make payments in accordance with the programs requirements. My payment under SAVE was affordable and sustainable, and I remained fully compliant with the plan. 

XXXX. Litigation-Related Administrative Forbearance As a result of lawsuits filed against the U.S. Department of Education challenging the SAVE Plan, Aidvantage placed my account into administrative forbearance, during which no accrued interest was supposed to be charged. This forbearance was not requested by me and was imposed solely due to ongoing litigation. On XX/XX/XXXX, interest began accruing again on my student loan ; however, I received no written communication or billing statements from Aidvantage. 

XXXX. Written Notice Promised Online Interest Information That Does Not Exist I did not receive any billing statements for the accrued interest or information regarding my unpaid principal balance from Aidvantage. Instead, on XX/XX/XXXX, I received an email stating : Your interest statement from Aidvantage shows an unpaid principal of {$120000.00} and unpaid interest of {$3400.00}, and you are encouraged to review the entire document for additional loan-related information. Review the full interest statement and consider making payments to reduce interest over the life of your loan. 

When logging into my account, no such information ( a full interest statement ) existed. Numerous details were missing, appearing as if Aidvantage had not updated or maintained its website since XXXX. Specifically, my online account lacked : An interest rate log An interest accrual history A monthly or daily interest breakdown A transaction ledger reflecting accrued interest Monthly statements or invoices It should also be noted that Aidvantage does not send paper statements or documents. I have not received any such documents by mail in years, and my current address is updated in their system. This contradiction between Aidvantages written representations and its failure to maintain account history data raises concerns that payment details may be miscalculated, which is deceptive and misleading to borrowers. 

XXXX. Failure to Provide Monthly Billing Statements While Interest Accrued Despite interest accruing beginning XX/XX/XXXX, Aidvantage did not issue monthly billing statements or invoices. 
My Aidvantage online account inbox for XXXX contains only : General notices A tax document ( XXXX ) A single semi-annual interest statement dated XX/XX/XXXX There were no monthly statements for XXXX, XXXX, XXXX, or XX/XX/XXXX. The single letter provided only the total unpaid principal balance and total unpaid interest, lacking any detailed amortization breakdown. This omission leads me to believe that the interest was overcharged and inaccurate. 

XXXX. Incomplete and Missing Loan Amortization Transaction History My online accounts payment history shows no recorded transactions since XXXX, indicating that Aidvantage has not maintained my account properly. The last transaction, when filtering for the full life of the loan, is dated XX/XX/XXXX, showing an unpaid principal of {$120000.00} and {$0.00} for principal, interest, and fees. 
Despite receiving the XX/XX/XXXX letter asserting over {$3400.00} in unpaid interest, there was no transaction history showing the months from XX/XX/XXXX to the present, nor any transaction-level history connecting that amount to my account. 

XXXX. Representations That Payments Could Be Made Without a Functional Way to Do So Aidvantage repeatedly stated that payments could be made while in forbearance. However, when attempting to apply payments since the start of administrative forbearance, I found : No option in their system to make payments directly toward principal or interest No visible interest balance by month No way to calculate monthly interest No assurance that payments would be applied correctly to interest or principal As a result, this deceptive practice prevented me from maintaining my loan balance, making informed payments, and avoiding unnecessary balance growth. 

XXXX. Delayed Lump-Sum Interest Notice Without Breakdown On XX/XX/XXXX, I received my first interest statementfour months after interest began accruing. The statement : Reflected a large lump-sum amount Contained no monthly breakdown Contained no accrual periods Provided no calculation explanation This delay directly caused interest to balloon to an unaffordable amount. 

XXXX. Material Harm and Risk of Default Because of these failures : I can not verify interest accuracy I can not trust payment application I can not manage my loan responsibly I face increased risk of default despite a strong payment history These practices are misleading, unfair, and predatory in effect. 

XXXX. Requested CFPB Action I respectfully request that the CFPB : XXXX. Conduct a formal investigation into Aidvantages servicing practices XXXX. Require a full loan accounting from origination to present XXXX. Require a complete interest accrual ledger from XX/XX/XXXX XXXX. Require an explanation for the missing interest rate log XXXX. Require monthly statements via mail and online while interest accrues XXXX. Prevent adverse consequences caused by loan servicer failures Conclusion I am not disputing that interest may accrue under law. I am disputing Aidvantages failure to provide transparent, verifiable, and timely disclosures, which deprived me of the ability to prevent balance growth and has potentially placed me at risk of default through no fault of my own.

Company response to consumer: Closed with explanation