Consumer complaint received 2025-06-20 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: TX

Complaint narrative:
When I first took my loan out it was through XXXX and we never missed a single payment. Our preferred method of communication was via physical mail. The statement would come in the mail and a check would be sent off for payment. We stopped receiving statements and communication from navient. I checked my credit on XX/XX/XXXX and noticed a massive drop in my credit of XXXX points and investigated to find a delinquency for my student loans. Through investigation on XXXX XXXX, it showed a 90+ day delinquency from a company called Aidvantage. This came as a surprise to me because I did not know who aidvantage was nor was I told that my loan no longer went through navient. I immediately called aidvantage and explained the situation and they said they could do nothing to help my credit score. I was told my account with them was locked since XXXX, our loan was started with them on XXXX of XXXX and our last payment received was XXXX of XXXX. I asked the representative how my loan was started with them in XXXX of XXXX but my account has been locked his XXXX and she had no answer. I was never told we switched lenders, never contacted by aidvantage with any statements or notice of missed payments. Ive went back on the email they had on file and there is no record of aidvantage ever contacting me at all. As soon as I got off the phone I paid off the remaining balance of my student loans and disputed the items with all credit bureaus and the dispute is still pending. Per my last dispute through cfpb to advantage, I received this as part of their statement from advantage, You did not request to receive future correspondence through email so notices continued to be emailed to the address on file. Even though my preference was set to physical mail they say that they decided to email me the notices continually. We have no record of prior phone calls, email or physical mail from aidvantage from this period. Again our preference was set to physical mail and they even stated themselves they decided to send the statements via email even when we never requested our preference to be email. Aidvantage has given me the run around and will not own up to their mistake. They have contradicted themselves with the above quote and continue to give conflicting dates every time they make a statement. I have also requested the master promissory note, ledger and chain of custody over 30 days ago and still have yet to receive l, therefore the late payments should be taken off my credit report since they are not providing the info requested. Advantage now is trying to say we asked for the communication to switch according to their records, which is not true and they have not provided any evidence of such. I however have attached evidence that we never consented to email notification and have attached to this dispute. This is not a duplicate issue and this problem has yet to be resolved.

Company response to consumer: Closed with explanation