Consumer complaint received 2024-04-09 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: IL

Complaint narrative:
Incident happened during XXXX and into XX/XX/XXXX with my current student loan servicer, Aidvantage. Main complaint : Incorrect due dates shown in statements, emails, and website application during XX/XX/XXXX. Account suddenly marked as delinquent, though it conflicted with all previous information provided about loan due dates. 

Up until this point my loan status was in student deferment. 

Order of events : XX/XX/XXXX - Email from Aidvantage : " Your monthly statement is ready '' - I received an email from Aidvantage containing my monthly statement. Amount due : {$110.00}, due date : XX/XX/XXXX. 

XX/XX/XXXX - Email from Aidvantage : " Change in Loan Terms '' - Next payment amount : {$110.00}, due date : XX/XX/XXXX. 

XX/XX/XXXX - I checked with my school and confirmed my status change. It was correct, I was below the requirements for half-time and would soon be required to start repayment unless it changed. 

XX/XX/XXXX - Logged into Aidvantage to confirm dates and amounts. Website confirmed, {$110.00} due on XX/XX/XXXX. I added a note to my calendar to remind myself to pay next month. 

XX/XX/XXXX - Email from Aidvantage : " Your monthly statement is ready '' ( odd to receive two a month ) - Payement due : {$220.00}, due date XX/XX/XXXX. 

XX/XX/XXXX - Email from Aidvantage : " Payment reminder '' - " [ Removed ], we haven't received a payment from you. '' XX/XX/XXXX - Logged back into Aidvantage Account : Showing deliquent status and overdue payment. {$220.00} due on XX/XX/XXXX. ( Signed out to deal with tomorrow. ) XX/XX/XXXX - I emailed customer service : with this timeline asking for clarification about incorrect due dates listed on emails, statements, and website and my incorrect delinquency status. 

XX/XX/XXXX - Aidvantage Response : " Thank you for contacting Aidvantage, I will be happy to assist you. I've reviewed your account and confirmed your account entered repayment status on XX/XX/XXXX and you are under the Standard Level Repayment plan ... .. [ More about student deferment process ] '' XX/XX/XXXX - I emailed customer service again : Referenced case # and notified them they didn't explain or clarify my actual issue and reiterated timeline and specifics. 

XX/XX/XXXX Aidvantage Response : " Thank you for reaching out to us, I will be happy to assist you with your recent email request. I have reviewed your account and it is currently showing that XXXX XXXX ended on XX/XX/XXXX and your loans went into active repayment with a payment due date of XX/XX/XXXX. '' XX/XX/XXXX Called Customer Service : Explained the situation to representative. They opened my information and repeated that I was out of forbearance and should have paid on XX/XX/XXXX. I pushed back with my timeline and dates shown to me in XXXX not matching, asking them to pull up my account statements from last month. They confirmed the statements all showed XX/XX/XXXX and were confused by the situation. Even though they had no explanation for the error, the representative said our only option was to place the loan into voluntary forbearance for XXXX and read the terms to me. I stated that this didn't seem like an appropriate solution since it is placing the responsibility on me, using up a finite resource that is my forbearance. They apologized that felt that way but asked if I agreed. I said yes to put this behind me and confirmed with them that this incident would not hit my credit report negatively. 

XX/XX/XXXX Logged into website several hours later : Account summary shows payment due {$110.00} on XX/XX/XXXX.

Company response to consumer: Closed with explanation