Consumer complaint received 2025-08-04 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: ME

Complaint narrative:
I have been in conversations with AidVantage for the past couple of years. Back in XXXX, when the COVID pandemic first started, I called and asked if I could get a forbearance for a couple of months, as I was struggling financially. Shortly thereafter, we were all notified that the president was going to suspend student loan payments, and interest would not accrue. I had made an assumption that my requested forbearance was null and void, and I was now pulled into the same forbearance as everyone else. It was evident from the fact that I didn't see any interest accruing during that time. Additionally, during that period, the case of XXXX vs XXXX XXXX resulting in my University XXXX XXXX loans being forgiven. That was another couple of years, and I was told that my account went under a lockdown where I shouldn't be making payments because they were trying to figure out how much money I paid and what needed to be reimbursed back to me, and if I made any payments, it would convolute their process, so not to make payments. When the interest began accruing and everyone had to start making their student loan payments ( in XXXX ), I was informed that my loan was still locked down due to the investigation with the XXXX  XXXX XXXX, and that I should not make payments but keep an eye on the website for more information. Well, since then, my loans have been forgiven, and I could swear I was sent an email stating that my student loans for XXXX XXXX would start in the fall. And so, a couple of months ago, I called AidVantage, and they said that because of the XXXX  program I was under, I was still in forbearance, as they didn't know where that would ultimately land. I didn't know what kind of payments to make because, usually, I provide them with my tax information, and they tell me what my new payment will be. Additionally, after my loans were forgiven, I contacted AidVantage again and spoke with a representative to discuss why interest was still accruing on my loans. I didn't think it was fair that I couldn't make payments on my account, yet I was still being charged interest. They told me not to worry because when it's all said and done, they would remove that interest. Three weeks ago, I called, and they created a ticket to remove the interest, instructing me to check back on XX/XX/XXXX. I called today and was told that the information I was given three weeks ago was incorrect. She then finally saw some notes on my account indicating that it was still under review and that I was in the wrong forbearance. There were two, and I was not in the right one. She then instructed me to contact the XXXX  XXXX XXXX, as they were responsible for the forbearance and would likely have more information. I called, and that was not the case. They sent me back to Aidvantage. NO one seems to know the right answer. NOT once have I ever gotten the same answer twice. I am inquiring about the removal of interest accrued from XXXX, when the student loans became due for everyone, until XX/XX/XXXX, when the interest resumed for all XXXX  participants, and no one can provide a definitive answer. I am beyond frustrated and have no trust in my student loan servicer.

Company response to consumer: Closed with explanation