Consumer complaint received 2025-05-06 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Maximus Federal Services, Inc.
State: PA

Complaint narrative:
Issue Summary : Servicing failure by Maximus Education XXXX ( XXXX Aidvantage ) led to derogatory credit reporting without borrower notification or account access. Despite full repayment and escalation, Ive received no resolution. 

What Happened? 
Aidvantage reported a late payment to the credit bureaus on a XXXX  student loan in my name, even though I, the legal borrower, was never contacted, never granted account access, and never notified of resumed repayment or delinquency. 

I discovered this only after seeing a XXXX point drop in my credit score, which severely impacted my ability to access business credit. Upon discovery, I immediately : -Paid the loan in full -Updated all contact information -Registered for account access ( for the XXXX  time ever ) -Submitted a formal goodwill adjustment request outlining the servicing failures Aidvantage ignored the core facts, sent XXXX canned responses, and never produced any evidence of contacting me, the borrower. Their only defense was that messages were posted to my " inbox, '' a portal I couldnt access because I was never given login credentials or account info. 

Servicing Failures ( All Documented ) : -No repayment notice after COVID forbearance ended ( a requirement under federal loan guidelines ) -No billing statements, emails, or delinquency alerts sent to me, only to my parents, despite being the borrower -No opportunity to cure the alleged delinquency prior to credit reporting ( a possible FCRA violation ) -No login credentials or account access ever provided, I could not monitor or pay this account until after the derogatory mark was made -No evidence ever provided by Aidvantage that communication attempts were made to me Federal Oversight Failure : On XX/XX/year>, I submitted a detailed complaint to the XXXX XXXX XXXX Ombudsman Group . Their auto-reply promised a response within XXXX days. 

I received no response. 

On XX/XX/year>, I submitted a second follow-up directly through the XXXX platform. 

It is now XX/XX/year> over XXXX days later and the case is still marked " In Review '' with no reply. This government silence has left me with no further path to resolution except for this CFPB filing. 

Requested Resolution : I am respectfully asking the Consumer Financial Protection Bureau to : -Investigate Aidvantages failure to provide borrower-level communication or account access -Support my request for a Goodwill Adjustment and removal of the derogatory mark from all major credit bureaus -Review the breakdown in oversight and responsiveness from the XXXX XXXX XXXX Ombudsman Group Why This Matters : XXXXI have made every effort in good faith to resolve this without escalation. 

XXXXThe loan was relatively small and has been fully repaid. 

XXXXThe derogatory mark was caused solely by servicer negligence, not borrower behavior. 

XXXXThe late mark caused a XXXX point drop in my XXXX score, destroying XXXX years of perfect credit history. 

XXXXThis has directly damaged my small business, which depends on access to credit. 

XXXXI am not seeking to avoid responsibility only fairness.

Company response to consumer: Closed with explanation