Consumer complaint received 2025-12-09 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: IL

Complaint narrative:
Subject : Servicer Refusal to Provide Mandatory Borrower Records and Interference with Congressional Inquiry Related Prior CFPB Case XXXX : XXXX ; XXXX ; XXXX Duration of Unresolved Issues : Nearly XXXX full calendar year since the original complaint Narrative : I am filing this complaint because Aidvantage ( Maximus Federal Services ) continues to violate federal student loan servicing requirements by refusing to provide the standard borrower account records to which I am legally entitled. Across nearly a full year and multiple prior CFPB complaintsincluding XXXX IDs XXXX, XXXX, and XXXX has repeatedly failed to supply complete transaction histories, promissory notes, communication logs, and other required documentation. 

Aidvantage is now asserting that it will not provide these documents due to pending litigation. This rationale has no basis in the Higher Education Act, the Code of Federal Regulations, or their federal servicing contract. Litigation does not suspend a servicers obligation to furnish borrower records upon request, nor does it convert standard borrower access rights into discovery. Their position reflects a fundamental misunderstandingor, more accurately, a misuseof their statutory duties. 

1. Improper Use of Litigation as a Justification to Withhold Records Aidvantages refusal to provide my records solely due to ongoing litigation directly contradicts federal regulations, including XXXX C.F.R. XXXX and XXXX, which require accurate recordkeeping and timely provision of borrower account information. They have provided no legal authority authorizing them to suspend servicing obligations toward a borrower who is self-represented. Their refusal undermines both transparency and accuracy in account servicing. 

2. Interference With a Congressional Inquiry The office of Congressman Brad Schneider ( Illinois ' 10th District ) submitted a congressional inquiry regarding my loan servicing concerns. Aidvantage again refused to provide the required information and invoked litigation as justification for not responding substantively. A federal loan servicer may not obstruct or ignore congressional oversight, and litigation does not exempt them from providing information to Congress or to the borrower. 

XXXX. Ongoing Pattern of Noncompliance Over an Entire Year For nearly a year, Aidvantage has demonstrated a pattern of regulatory noncompliance. This includes inconsistent account reporting, unexplained interest behaviors, incomplete documentation, and now an asserted refusal to provide any records whatsoever. Each CFPB complaint has resulted in partial or incomplete responses, with the underlying issues unresolved. 

As a matter of federal servicing law and consumer protection, a servicer may not correct its own errors by retroactively adding interest or otherwise increasing a borrowers balance : capitalization and interest charges must follow the specific events and conditions permitted under the Higher Education Act and its regulations ( e.g., 34 C.F.R. 685.202 on capitalization events ), and any practice that causes avoidable injury to the borrower without countervailing benefit is prohibited as an unfair act or practice under the Consumer Financial Protection Act, 12 U.S.C. 55315536 ; more broadly, basic contract and equity principles do not permit a party to benefit from its own wrongdoing.

Relief Requested I am not asking the CFPB to intervene in or opine on my litigation. 
I am requesting that the CFPB require Aidvantage to : 1. Immediately provide all borrower records mandated under federal law, including my full transaction history, promissory notes, servicing logs, and related documents.

2. Explicitly state the legal rationaleincluding regulatory or statutory authoritythey believe permits them to withhold required borrower records due to litigation.

3. Explain their legal basis for refusing to respond fully to the congressional inquiry submitted by the office of Congressman Brad Schneider ( IL-10 ), and clarify how such refusal aligns with their contractual duties as a federal servicer. 

These requests are limited to enforcing existing borrower rights and ensuring regulatory compliance. Litigation does not eliminate a servicers obligations, and Aidvantage should be required to articulate the legal authority they believe justifies their actions.

Company response to consumer: Closed with explanation