Consumer complaint received 2024-01-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Maximus Federal Services, Inc.
State: GA

Complaint narrative:
On XX/XX/XXXX, I successfully submitted the Income-Contingent Repayment App ( with my IRS info ). The confirmation email stated " We have sent your income-driven repayment ( IDR ) plan request to your federal loan servicer ( s ) to process the request. You can expect to hear from your servicer ( s ) within four weeks, but it may take longer if additional information is needed from you. '' I called my servicer on the XXXX of XXXX ( XXXX ) and the confirmed everything necessary was received. Was told I could expect an update in the next 2 weeks. 

I received no update so I called again on the XXXX of XXXX and again confirmed everything was received but was then told my application was processing and it could take another " 45 business days '' to update. I expressed concern that my first payment ( in XXXX ) would not be for the correct amount and I was told that I would need to call back and check. 

I called back to try someone else and after hours on hold decided to email. The recording and online contact form promised a response with 48 business hours. I submitted the email the evening of XX/XX/XXXX to XXXX. The confirmation email stated " Thank you for contacting Aidvantage via email. Please do not reply to this email as it is an automatic response.You can expect a response from one of our Customer Care Specialists within 2 business days '' I attempted to call again after a few days of no response but finally received a reply XX/XX/XXXX! ( Case # XXXX ). Below is the reply. 

Thank you for reaching out to us regarding your Income-Driven Repayment ( IDR ) Plan request. I have reviewed your account and I'm happy to assist. 
Our records indicate that your Income-Based Repayment ( IBR ) Plan expired XX/XX/XXXX. If you'd like to continue making Income-Driven Repayment ( IDR ) Plan payments, you'll need to renew your plan immediately. 
The fastest and easiest way to apply is online at StudentAid.gov. For your convenience, you can provide consent for the Department of Education to obtain your federal tax information directly from the IRS ; this will automatically calculate your monthly payment amount and allow your IDR plan to be renewed annually. 
We did receive your request to switch your Income-Based Repayment ( IBR ) Plan to the Income Contingent Repayment ( ICR ) Plan on XX/XX/XXXX. 
The Income-Based Repayment ( IBR ) Plan is the only Income-Driven Repayment ( IDR ) Plan that has an exiting procedure. I apologize, because of the? exiting procedure? associated with leaving your Income-Based Repayment ( IBR ) Plan, you would need to contact our call center to request the ICR Plan XXXX Please call XXXX Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., and Thursday and Friday XXXX XXXX. to XXXX XXXX., XXXX. 
Best Regards, XXXX, Loan Servicing Specialist Aidvantage - Official Servicer of Federal Student Aid ref :! XXXX.! XXXX : ref

Company response to consumer: Closed with explanation