Consumer complaint received 2026-03-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Maximus Federal Services, Inc.
State: IN

Complaint narrative:
On XX/XX/XXXX, I checked my credit report through XXXX XXXX and noticed my XXXX score had dropped from XXXX points to XXXX points, and my XXXX score had dropped from XXXX points to XXXX points. Upon further review, I observed that Aidvantage, my federal student loan servicer, had reported late payments since XX/XX/XXXX to both credit reporting agencies, though I did not receive any calls or mailed correspondence from Aidvantage regarding any late payments. When I checked Aidvantages website, my account indicated missed payments since XX/XX/XXXX. However, I set up automatic payments for my student loans after graduating college in XXXX, and I have since not opted out of autopay or changed my bank account or routing information. Upon checking my servicer history on studentaid.gov, I confirmed that the Dept of Ed/Aidvantage is has been my provider since XX/XX/XXXX, indicating my discontinued automatic payments were not attributed to a change in loan servicers. XX/XX/XXXX at approximately XXXX XXXX I contacted Aidvantage via phone in reference to the late payments, and I was informed that the late reports I had observed on Credit Karma was accurate with Aidvantage 's records. I inquired why my automatic payments had been suddenly discontinued without my knowledge or authorization, and I was told autopay could drop for a variety of reasons without being provided a specific explanation for why my autopay had dropped. In addition, I asked why Aidvantage did not call or send mail in reference to my late payments, and I was advised that Aidvantage had sent notifications to my university email, which I no longer have access to since graduation. During this call, I advised that I would repay the outstanding late installments in-full, and I inquired if my late payment reports could be removed following repayment. I was informed that I would have to mail a dispute letter to Aidvantage for review to have my negative payment reports reversed. Following my phone call, I repaid the late installments through Aidvantages website, which was fully processed the following day. On XX/XX/XXXX at approximately XXXXXXXX XXXX I contacted Aidvantage and requested the emails reportedly sent to my university email regarding my late payments to be forwarded to my current email address. I was informed that a ticket would be generated for these emails to be sent to my current email, which I both provided over the phone and updated on Aidvantages website. I have since not received the forwarded emails as requested. On XX/XX/XXXX, I mailed my dispute ( attached ) with supporting documentation to Aidvantage. Within the dispute, I stated how my automatic payments had been stopped without explanation, and that I did not receive notification from Aidvantage in reference to missed payments. I also noted contradictions I observed between the information on the credit reports and Aidvantages website in the dispute. On XX/XX/XXXX, I received a response from Aidvantage ( attached ) stating that they confirmed the information they provided to the consumer reporting agencies to be accurate, and they advised that would not remove the negative payment history from my credit reports. Aidvantage did not address the discontinued automatic payments or the lack of late payment notification in their response.

Company response to consumer: Closed with explanation