Consumer complaint received 2026-04-14 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: CA

Complaint narrative:
Here is a letter i wrote to the OMBUDSMAN Group, however, instead of the OMBUDSMAN Group, is the lender through the FSA that continues to ask me to reach out to the OMBUDSMAN Group address that i had tried and was returned to me twice. When i was able to file my case online and requested my case to be escalated to the OMBUDSMAN, the lender again responded to me instead of the OMBUDSMAN Group. Here is the letter i had wrote : " XX/XX/XXXX U.S. Department of Education FSA Ombudsman Group XXXX. XXXX XXXX XXXX, KY XXXX Subject : XXXX XXXX XXXX Loan No. XXXX / Duplicate Payment Dispute Dear Ombudsman : I respectfully request your assistance in resolving an ongoing dispute regarding my XXXX XXXX XXXX Loan No. XXXX, under account number XXXX, in the original amount of {$6100.00}. This loan was issued while my daughter was enrolled at XXXX. Due to a personal health issue, my daughter was unable to complete her coursework and remain enrolled during that academic period. As a result, XXXX required me to sign an agreement to repay the funds directly to the school, which I did in full and prior to the contracts due date. This matter concerns a serious discrepancy between the payments I made directly to XXXX and the outstanding loan balance currently being enforced by the loan servicer, aidVantage. I fulfilled my financial obligation by paying the school directly. These payments were withdrawn from my XXXX XXXX XXXX account, and I have documentation confirming that the full amount was paid. Despite this, XXXX has failed to acknowledge receipt of these payments or identify who received or processed the funds. I have made multiple written inquiries to the school, but their responses have been limited and do not address or acknowledge the proof of payment I provided. Instead, they continue to assert that I owe the balance. As a result, aidVantage continues to hold me responsible for the full loan amount, stating that the loan can not be adjusted because the school has not returned the funds. This places me in an unfair and unreasonable position, where I am effectively being required to pay the same obligation twice. I have made repeated attempts to resolve this issue directly with both XXXX and aidVantage ; however, each party continues to redirect responsibility to the other, leaving the matter unresolved. This situation has caused me significant financial, administrative, and personal hardship. I am a responsible borrower, and my payment history across all my loans reflects that I meet my obligations. I respectfully request that your office intervene to investigate this matter and ensure that I am not held liable for a debt that has already been paid. I am seeking appropriate relief and correction of this account. Enclosed, please find supporting documentation, including proof of payment, correspondence with XXXX and aidVantage, and a detailed timeline of events for your review. Thank you for your time and consideration. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX w/Enclsoure : Timeline Events TIMELINE OF EVENTS XX/XX/XXXX Signed agreement with XXXX to repay XXXX XXXX XXXX Loan No. XXXX in the amount of {$6100.00}, plus a {$25.00} administrative fee, on behalf of my daughter, XXXX XXXX XXXX XXXX ( Paid in full ; confirmation reprinted XX/XX/XXXX. ) XX/XX/XXXX Reviewed aidVantage account dashboard ; loan still reflected as outstanding. XX/XX/XXXX Sent written correspondence to aidVantage requesting assistance. XX/XX/XXXX Received response from aidVantage indicating loan remains outstanding. XX/XX/XXXX Reviewed account ; loan status unchanged. XX/XX/XXXX Received loan documentation from aidVantage ; loan still outstanding. XX/XX/XXXX Verified account status ; loan remains outstanding. XX/XX/XXXX Sent request to XXXX to verify payment and notify servicer ; copies sent to Department of Education. XX/XX/XXXX Received XXXX response not acknowledging payment. XX/XX/XXXX Requested clarification from XXXX. XX/XX/XXXX Account still outstanding. XX/XX/XXXX Received acknowledgment from Federal Student Aid Information Center ( Case No. XXXX ). XX/XX/XXXX Sent additional request to aidVantage. XX/XX/XXXX Loan remains outstanding. XX/XX/XXXX Mailed correspondence returned undeliverable. XX/XX/XXXX aidVantage advised escalation to Ombudsman. '' Could anyone please help me? Thank you,

Company response to consumer: Closed with explanation