Consumer complaint received 2026-05-13 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:
I am submitting this new complaint because Aidvantages XX/XX/XXXX final response to CFPB Complaint # XXXX created new unresolved servicing issues and failed to answer direct account-level questions regarding notice, interest accrual, and Aidvantages borrower-facing servicing obligations XXXX My prior complaint concerned Aidvantages XX/XX/XXXX written representation that my loans had been placed into an administrative forbearance related to the XXXX repayment plan litigation, that my interest rate would be set to 0.00 %, and that no interest would accrue while I remained in the forbearance. That same written communication also stated that I would be notified before the forbearance came to an end and before billing resumed. In its XX/XX/XXXX CFPB response, Aidvantage acknowledged the substance of my concern : that my loans began accruing interest again on or around XX/XX/XXXX after being in a 0.00 % interest rate and SAVE-related forbearance. Aidvantage also acknowledged that my loans remain in the XXXX forbearance. However, rather than directly answering whether Aidvantage itself provided account-level notice that interest would restart while my loans remained in forbearance, Aidvantage stated only that notification was sent by Federal Student Aid via email. That response does not answer the direct question. I specifically asked whether Aidvantage, as my borrower-facing federal student loan servicer, notified me that interest would resume accruing on my loans while they remained in SAVE-related forbearance. Aidvantage did not answer yes or no. Aidvantage did not state that it sent notice. Aidvantage did not state that it did not send notice. Aidvantage did not identify any Aidvantage portal message, letter, email, phone call, account alert, billing communication, or other account-level communication informing me of the XX/XX/XXXX interest resumption. Aidvantage instead shifted responsibility to XXXX by stating that XXXX allegedly sent an email. Aidvantage provided no copy of that alleged email, no date of transmission, no recipient address, no delivery confirmation, no message ID, no record showing that the email reached me, and no explanation for why no corresponding notice appeared in my Aidvantage online inbox, Aidvantage account correspondence, physical mail, or other borrower-facing servicing records. This creates a new and separate servicing issue. Aidvantage continues to accept payments, calculate balances, assess interest, display account statuses, and communicate with me as the borrower-facing servicer. Yet when asked to explain whether it provided notice of a material interest-status change, Aidvantage disclaims responsibility and redirects me to XXXX. That is not adequate account-level servicing. Aidvantages response also conflates XXXX separate events. Aidvantage stated that I have not been notified of the end of the XXXX forbearance because my loans are still enrolled in the forbearance and that SAVE borrowers will begin receiving future transition notices after XX/XX/XXXX. But my complaint was not limited to the future end of the XXXX forbearance. The issue is that interest allegedly resumed around XX/XX/XXXX while the forbearance continued and while I had a prior written representation from Aidvantage stating that interest would remain at 0.00 % and that no interest would accrue during the forbearance. These are separate questions : XXXX. Did Aidvantage provide me account-level notice that interest would restart in XX/XX/XXXX while my loans remained in SAVE-related forbearance? XXXX. If Aidvantage did not provide notice, what contractual, regulatory, or servicing authority does Aidvantage rely on to avoid providing borrower-facing notice of a material interest-status change? XXXX. If Aidvantage relies on an alleged FSA email, can Aidvantage produce the actual notice, the date sent, the recipient address, delivery confirmation, and proof that the notice was accessible to me? XXXX. Why did no notice appear in my Aidvantage online inbox or account correspondence, despite Aidvantage being the entity that displays my loan balances, accepts payments, and communicates account information? XXXX. What exact date did interest resume on each of my loans? XXXX. How much interest accrued on each loan from XX/XX/XXXX to the present? XXXX. What portion of my payments made after interest resumed was applied to interest rather than principal? XXXX. How does Aidvantage reconcile its XX/XX/XXXX written representation that no interest would accrue during the forbearance with its later position that interest resumed while the forbearance continued? XXXX. Why did Aidvantage take nearly XXXX months to respond to the CFPB complaint but still provide no account-level audit, no proof of notice, and no direct answer to the question of whether Aidvantage itself notified me? XXXX XX/XX/XXXX response therefore did not resolve the matter. It created additional uncertainty. Aidvantage has not identified any provision of the Master Promissory Note, federal regulations, Department guidance, or its servicing authority that permits it to operationally resume interest accrual on my account while refusing to answer whether it provided account-level notice, refusing to produce proof of any alleged FSA notice, and refusing to reconcile the interest that accrued after its prior written 0.00 % representation. This is especially concerning because my account balance is substantial, approximately {$430000.00} across XXXX active loans, with interest rates ranging from 3.40 % to 8.05 %. At full contractual accrual, my account can generate approximately {$65.00} to {$75.00} per day in interest. The lack of notice, audit, and clear account-level explanation is therefore financially material. I am not refusing to repay my loans. I have continued making substantial voluntary payments in good faith. My concern is that Aidvantage continues to collect payments and assess interest while refusing to provide clear, individualized, borrower-facing servicing information about the basis, timing, notice, and financial effect of the interest resumption.

Company response to consumer: Closed with explanation