Consumer complaint received 2023-09-26 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: NY

Complaint narrative:
My loan servicer was changed to aidvantage from XXXX  when company became inactive. I really hope they have all my info correctly. 

I was always on SAVE ( REPAYE ) since XXXX. That has never been changed. I do NOT intend to change this plan. Please make sure that this is correct. I can not even confirm this with the rep I talked over phone. 

XX/XX/XXXX, I filed recertification with my XXXX  tax income report. Recieved email from Aidvantahe. " Your application from studentloans.gov has arrived '' -- - no change XX/XX/XXXX, I really don't think I asked for PSLF info as I am not working, has not ever worked in PSLF qualifying position. -- - Assumed aidvantage would be busy to resume payments and this " mistake '' can happen. I decided to wait. 

XX/XX/XXXX, aidvantage sent me email " change in repayment term ''. Apparently, this time, my loan payment has changed to standard 10 years program. I have never requested this change XX/XX/XXXXXXXX  aidvantage sent me another email, " change in repayment term '' confirming the change to 10 years program. I have never requested to change. 

XX/XX/XXXXXXXX  I contacted aidvantage to clarification. I got an email from XXXX, loan servicing specialist. It says I am on SAVE plan. If I don't recertify by XX/XX/XXXX, I would be on standard repayment plan. However, my income shown is incorrect and my payment amount until XX/XX/XXXXXXXX  is {$0.00}, which can not possibly be right -- -- okay, so this was just a warning? 

XX/XX/XXXXXXXX  I resubmitted my application to studentaid.gov thinking I made a mistake. Also, sent aidvantage my XXXX  tax report to update my income. 

XX/XX/XXXX, recieved a confirmation letter of receiving application from aidvantage. 

XX/XX/XXXXXXXX  Aidvantage sent me a letter of approval on loan repayment plan with correct amount of repayment. ( Same as shown on studentaid.gov ) XX/XX/XXXXXXXX  aidvantage sent me invoice of correct repayment amount - I thought we got this corrected now XX/XX/XXXXXXXX  Aidvantage sent me letter saying " borrower incentive program suspension notice '' -- -??????? 

XX/XX/XXXXXXXX  aidvantage sent me email that they have not received my application -- this was sent on XXXX and XXXX. 

XX/XX/XXXXXXXX   sent aidvantage an email for clarification - no response XX/XX/XXXX, called aidvantage to correct the problem. The rep says that they did received the application. Because I sent the income document, somebody thought I was missing the application. Rep told me this was corrected and was updated. I SHOULD SEE CHANGE ON WEBSITE IN A COUPLE DAYS. 

XX/XX/XXXXXXXX  today ( day I am writing this ), I don't see any change! My original date of resuming payment due is XX/XX/XXXX. You should have this corrected 21 days before I make payments. 

XX/XX/XXXX, I paid my originally quoted monthly payment amount ( shown on both aidvantage and studentaid ) that was given to me on XX/XX/XXXX. 

I checked studentaid and aidvantage. Now, for whatever reason, both website shows that I am in forbearance, effective on XX/XX/XXXX. I have never requested for forbearance. I have never requested for {$0.00} payment. I have never made a single change to my REPAYE plan. 

Both studentaid.gov and Aidvantage need to figure this out and reverse all changes that they have made without my knowledge on my loan. Put me back on the right repayment plan that I have never changed since XXXX. I understand that due to this historical pandemic event and resuming massive numbers of payment on massive numbers of borrowers can create this problem. I, as a borrower, do not want to lose qualifying payment history to this repaye/save program. I do not want to get penalized for something I have never done. I do not want to see {$0.00} payment because I SHOULD NOT HAVE {$0.00} PAYMENT! I sent my income info numerous times and application again. You have all the information from me. Please have these two agencies to correct this problem.

Company response to consumer: Closed with explanation