Consumer complaint received 2026-06-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Maximus Federal Services, Inc.
State: CA

Complaint narrative:
REFILED COMPLAINT : Executive Escalation Regarding Identity Theft & Servicer Obstruction of U.S. Treasury Forgery Investigation TO THE CFPB AND AIDVANTAGE EXECUTIVE COMPLIANCE : This is a brand-new, refiled escalation directly linked to CLOSED CASE ID : XXXX. The previous case was closed unsatisfactorily, and critical new evidence of servicer obstruction has come to light today, XX/XX/2026. I am an active victim of identity theft and federal check forgery regarding stolen refund check number XXXX in the amount of {$8500.00}. Today, the U.S. Treasury Bureau explicitly confirmed to me that they are fully prepared to release my physical fraud forgery packet so I can reclaim my stolen funds. However, the federal system remains completely blocked because Aidvantage has failed to execute a mandatory administrative action : applying XXXX " XXXX XXXX '' ( Disputed/Fraud Status ) to this transaction profile on the servicer side. When I contacted Aidvantage customer service to demand this correction, Customer Advocate XXXX ( ID # XXXX ) and Office of Consumer Advocacy Supervisor XXXX ( ID # XXXX ) gave me a systematic, multi-agency runaround. They explicitly told me I need to go back to the Department of Education, go back to the U.S. Treasury, and go to local law enforcement, claiming that due to a system " time frame, '' Aidvantage " can not do anything. '' This is a direct attempt to evade responsibility. Both the U.S. Treasury and the Department of Education explicitly confirmed to me this morning that Aidvantage is the legal account owner of record in the system. Because Aidvantage owns the account file, the administrative authority and legal responsibility to enter the dispute code rests entirely and exclusively with Aidvantage. I am following their directive and filing an official criminal report with the XXXX Police Department today. Under federal consumer protection laws, a law enforcement identity theft report overrides standard institutional system deadlines. I DEMAND IMMEDIATE ACTION FROM AIDVANTAGE EXECUTIVES : 1. Overrule front-line staff excuses and manually apply Code D to check number XXXX. 2. Transmit this status update to the Bureau of the Fiscal Service immediately so my fraud paperwork can be released. 3. Provide a direct email or fax number for your Executive Fraud Department to receive my incoming police report. PLEASE NOTE : IN ADDITION, SEE ATTACHED FILES FOR REFERENCE. EVIDENTIARY TIMELINE & DECIPHERED CALL NOTES : To ensure full clarity for federal investigators, the attached handwritten scribble notes are deciphered chronologically below : FIRST CONTACT : Agent XXXX XXXX Status : Initial front-line customer service representative. Note Detail : Documented as the original agent who took the initial fraud intake details before the case was pushed into the escalation cycle. SECOND ESCALATION & RECORD REFERENCE : Customer Advocate XXXX ID Number : # XXXX CALL RECORD REFERENCE : This employee 's name and ID number serve as the direct phone log reference for the exact time, day, and duration of this call on Monday, XX/XX/2026. Note Detail : Explicitly stated that Aidvantage 's system " time frame '' prevented them from manually inputting the fraud status. Attempted to route the issue away from the servicer. FINAL SUPERVISOR ESCALATION : Office of Consumer Advocacy Supervisor XXXX ID Number : # XXXX Note Detail : Confirmed the block on the account but refused administrative correction. Directed the consumer to return to the Department of Education, the U.S. Treasury, and local police authorities. Sincerely, XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation