Consumer complaint received 2023-10-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Maximus Federal Services, Inc.
State: AZ

Complaint narrative:
My student loans were moved from XXXX to Aidvantage within the last year. The loans that I had through XXXX XXXX here have since forgiven and paid in full per the Department of Education Borrower Defense to Repayment. I have included a copy of the official email correspondence for reference. I have tried contacting Aidvantage several times and was only able to get through and speak to someone once. I was contacting them because even though they had confirmed that there was a XXXX balance on my account, they have still not reported this to the credit bureau. They confirmed that the payment was made earlier this year, as in around XXXX, so there has been plenty of time for them to report this to the credit bureaus. Additionally, I have filed disputes with all three credit bureaus and they all say that the " information is accurate per the loan servicer ''. This makes no sense as I am being told there is a XXXX balance, so why would this not be reported to the credit bureaus. Additionally, I have been locked out of my online account. This occurred prior to me contacting them and was another reason why I needed to as I could not login to verify anything for myself. I have the right to be able to access my account and do not understand WHY in the first place why I was even locked out. This isn't a simple password issue either, as my login and password are correct. When I do attempt to login, I get a screen that says my account has been disabled. I will include a screenshot below for reference. When I spoke to the representative initially, they told me this is temporary and would clear up within 24 hours. This was a lie as I am still locked out over a month later. This business is impossible to get ahold of and so shady. If they do not unlock my account and report my loan forgiveness/dismissal to the credit bureau I will be taking them to court. 

Additionally, they sent an official letter containing personal information about me and my student loans to an address that I have never even resided at. My correct address is listed on the site and has been updated numerous times. Someone could have gotten their hands on my personal information and it is completely their fault that this happened. 

And finally, I have been working with someone at the company named XXXX XXXX who continues to not respond to any calls or emails sent. When calling her directly I am sent straight to voicemail each time, and when I call the general number I am on hold for over an hour waiting. I have called numerous times throughout the day and this is the case each and every single time. She keeps promising to call at scheduled times and then when the day/time rolls around, she will send an email claiming that " something is wrong with their phone system '' or " technical difficulties ''. Then I don't hear from her for another 5 days, and this is only if I am calling her constantly and leaving messages or me or my daughter has emailed her. She is actively dodging assisting at all and I want her removed from the case. I demand to speak with her manager and be assigned to someone else who will actually do their XXXX job. I would hope she gets reprimanded for this because it is despicable behavior.

Company response to consumer: Closed with explanation