Consumer complaint received 2024-07-09 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: VA

Complaint narrative:
I currently started back school XX/XX/XXXX. While attempting to receive Financial Aid for school, I was notified that there was a Parent Plus Loan that was in default. I contacted XXXX XXXX XXXX XXXX XXXX to speak about the loan that was in default. I explained to the representative based off the paper I received in the mail on XX/XX/XXXX that the loan should not be in default because back in XXXX of XXXX, the Depart of education relieved me of the obligation to repay the loan due to them qualifying me for a False Certification Discharge of the loan. She was able to pull up the same paper I had received in the mail because she stated it was on file. She said she had spoke with someone in higher up and they would look into. I explained to her that depending on how long it would take for them to fix the issue, that it was stopping me from starting school in XXXX. She stated that she could email me a paper to give to my school that would allow them to proceed with letting me receive Financial Aid. The paper did allow me to start school and receive Financial Aid, however ; it caused another problem that I am now dealing with. I started to receive emails in XX/XX/XXXX stating that I had been entered into a fresh start program for the Parent Plus loan. I had never asked the representative for a fresh start on the Loan because I had the paper that relieved me from the obligation to repay the Loan, so there would have been no needs for me to ask for a fresh start on the loan. The representative decided on her own to place me in a fresh start program without any acknowledgment and without my consent. The loan is now with my Loan servicer Aidvantage and shows repayment is due. I contacted Aidvantage in XXXX and asked them to remove it because I have the paper stating it was discharged. The representative I talked to advised me to upload the paper to the dashboard and it would be resolved, however ; months past and still no resolution. I contacted the XXXX XXXX XXXX back and spoke with another representative that stated it was nothing they could do anymore because it was out of their hands because it was no longer in default and advised I contact back the Loan servicer. I contacted back Aidvantage and the last representative I spoke with didn't fully understand what I was telling her. I am assuming she thought I was asking to apply for a False Certification Discharge for the loan and I explained no, I already had one that was approved, YET she still decided to get information from me about this old loan and ask questions as to why I needed a False Certification Discharge for the loan. She stated that with the information she would submit it and someone would contact me back, however I received a paper in the mail stating I XXXX be eligible for a False Certification Discharge on the Loan, which again I didn't ask for because I have already received a discharge for the loan. I then contacted the Default Resolution Group again and spoke with a lady that stated she found the paper I received back in XXXX of XXXX as well and she had did some research and that she would be able to get the XXXX took off. I asked how long would this process take, and she stated that it could take up to 60 days. In hesitation, I said ok, hoping that this was the final chapter of this mess, yet it was not. I received a letter in the mail from XXXX XXXX XXXX on XX/XX/XXXX stating that since I am the student and I benefited from the funds the department placed this loan under my name and social security on XX/XX/XXXX to take full responsibility for repaying the debt and their records show that the loan was rehabilitated through the fresh start program on XX/XX/XXXX and the loan is no longer serviced through them. However, I never initiated to have the loan put in a fresh start program being that it was already discharged. This issue is now due to the negligence of the first representative I spoke with from the XXXX XXXX XXXX that decided to initiate this without my consent or knowledge. I have asked them to pull phone recordings of these encounters, I never asked for a fresh start for a loan that was discharged. This has been a frustrating process to say the least. I have been back and forth speaking with parties from Aidvantage and Default Resolution Group for months now and there is still no resolution to removing the loan from my account. If there is certified documentation that states it has been discharged why is it becoming such a hassle to have it removed? I would like this issues resolved before the loan hits my credit and cause more problems. Please just fix the issue. Thank you

Company response to consumer: Closed with explanation