Consumer complaint received 2026-03-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Maximus Federal Services, Inc.
State: IL

Complaint narrative:
XXXX : [ XXXX ] ( XXXX : XXXX ) Cc : XXXX Dear Consumer Financial Protection Bureau, I am submitting this formal complaint XXXX request immediate intervention regarding XXXX * * Borrower Defense XXXX Repayment * * applications that remain unresolved through Federal Student Aid. The cases are listed below : Borrower Defense Case # XXXX Borrower Defense Case # XXXX Both applications were submitted through * * StudentAid.gov * * on * * XX/XX/year> * *. Since that date, the cases have remained in a * * pending review * * status with no meaningful updates, determinations, or evidence of active review. As of today, these applications appear XXXX be stalled in XXXX limbo. In addition, none of my federal loan servicersincluding * * MOHELA * *, * * XXXX * *, or * * Aidvantage * * have any record that these XXXX XXXX claims have been reviewed, processed, or communicated XXXX them for action. This lack of transparency XXXX coordination between * * XXXX XXXX XXXX * * and its servicing partners raises serious concerns regarding the handling of these applications XXXX the protections afforded XXXX federal student loan borrowers. The * * XXXX XXXX XXXX XXXX program * *, authorized under federal regulations including * * XXXX XXXX XXXX XXXX XXXX * *, was established XXXX provide relief XXXX borrowers who were misled or harmed by their institutions. The extended delay in reviewing XXXX resolving these cases undermines the intent of these protections XXXX leaves borrowers without clarity, accountability, or resolution. As a borrower who has complied with all submission requirements, I am entitled XXXX transparency XXXX timely processing of my claims. The prolonged inaction on these cases has created ongoing financial uncertainty XXXX administrative hardship. Through this complaint, I respectfully request that the Consumer Financial Protection Bureau intervene XXXX require * * Federal Student Aid / XXXX * * to take the following actions : XXXX. Provide a * * formal written status update * * for XXXX XXXX XXXX # XXXX and XXXX # XXXX. XXXX. Explain * * why these applications have remained in review since XX/XX/year> without visible progress or communication * *. XXXX. Confirm whether these cases have been * * reviewed internally or transmitted XXXX my loan servicers ( MOHELA, XXXX, or XXXX ) * *. XXXX. * * Escalate XXXX cases for immediate review and determination * * by the appropriate Department of Education XXXX. XXXX. Provide a * * clear timeline for final resolution * * of XXXX XXXX XXXX claims. * * Resolution Requested * * To resolve this matter, I request that the Department of Education XXXX XXXX XXXX XXXX immediately review XXXX adjudicate both XXXX XXXX applications XXXX provide a written determination. If the claims meet the criteria under federal borrower defense regulations, I request that my eligible federal student loans associated with these claims be * * XXXX in full * *, including the removal of any related balances, interest, XXXX negative credit reporting associated with those loans. Additionally, I request that all applicable loan servicers be * * promptly notified of the determination * * and that my account records be updated to accurately reflect the resolution of these claims. Given the length of time these applications have been pending without action, I respectfully request that this matter receive a * * formal response within XXXX days of receipt of this complaint * * outlining the status of my cases XXXX the steps being taken toward resolution. If necessary, I am prepared to pursue additional escalation through the * * XXXX XXXX XXXX XXXX XXXX * * XXXX other appropriate oversight channels to ensure that my applications receive the review XXXX determination required under federal borrower protection regulations. I appreciate the Consumer Financial Protection Bureaus role in ensuring accountability XXXX transparency within the federal student loan system, XXXX I respectfully request prompt attention to this matter. Please confirm receipt of this complaint XXXX provide written confirmation of the actions being taken XXXX address these cases. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX il XXXX XXXX XXXX Borrower Defense Case # : XXXX Borrower Defense Case # : XXXX Submission Date : XX/XX/year> 2025

Company response to consumer: Closed with explanation