Consumer complaint received 2024-12-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Maximus Federal Services, Inc.
State: GA

Complaint narrative:
1 - They have been totally unable to keep me advised of the ongoing changes in the student loan situation. When I read online about PAYE being reopened for applications, I called them in XXXX. They had no idea what I was talking about. I went onto FederalStudentAid.gov and successfully applied for it. However, if Aidvantage processes the application, I expect an erroneous processing. 
2 - I am currently on the SAVE plan and am in forbearance with no interest accruing. I have continued to make payments as all payments are supposed to go to principal. The payment I made XX/XX/XXXX should have reduced my principal to {$48000.00}, but according to my account information, they applied only {$65.00} to my principal without any explanation. ( See the amount from FSA showing the amount outstanding as of XX/XX/XXXX before my {$230.00} payment was posted ). 
3 - I signed up for autopay through my account ending in XXXX with XXXX XXXX. All my payments were being withheld as proper. Then SAVE was put on hold. I continued to pay through this same account with no difficulty. Tonight when I signed onto Aidvantage, they had the last 4 of my account as XXXX but inexpicably showed my account as being with XXXX with whom I have never had an account. I am old - XXXX yo with almost a XXXX XXXX XXXX XXXXXXXX. This so frightened me, I had to take extra XXXX XXXX XXXX. I printed that page so I have proof. I signed off and later signed back on and then it had XXXX. XXXX is now XXXX, but the routing number is the same. Why did this happen? 
4 - They show my student loans as being for having attended XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, and those loans were paid off at least 50 years ago. The loans I made were for XXXX  XXXX University and XXXX University. 
5 - They can not provide me with a complete history of my outstanding loans. I think they have no idea what they are doing. 
I have zero faith in this servicer. I had XXXX before them and XXXX XXXX before XXXX. 

I think I am entitled to a professional, reliable and competent servicer who has and should provide me with a complete history of my loan history and payments. I think they should be compelled to credit my payments appropriately. I think they should know what changes are coming to the student loan program before I do ( having learned it myself from XXXX online ). I think they should correct all the errors in my record. 

Lacking that, I think I should be assigned a new servicer who can do these things. This is patently unfair to force me or any other borrower to have to rely on such sloppy record keeping when I and others are trying to make good on our payments Tonight, I filed a complaint against them on FederalStudentAid.gov, but see online posts that indicate FSA complaints go nowhere and suggest that your agency actually gets things done. 

I am pleading with you to help me, and I can provide you with documents to verify my statements.

Company response to consumer: Closed with explanation