Student loan -- Dealing with your lender or servicer -- Complaint #17961293
Complaint Overview
Complaint ID: 17961293
Company: Maximus Federal Services, INC.
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: California
ZIP Code: 92679
Date Received: 2025-11-26T12:00:00-05:00
Date Sent to Company: 2025-11-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, I am submitting a formal complaint regarding my customer service experience with Aidvantage on XX/XX/year> at approximately XXXX XXXX Mountain Standard Time. This was my third call that day after having difficulty getting through and getting clear information on a prior attempt. The purpose of my call was very specific : to follow up on an existing ticket that had already been manually created to lift a bankruptcy-related hold on my account. During this call, the representative demonstrated the following conduct : I requested a supervisor repeatedly ( approximately six times ), and my request was ignored each time. Instead of escalating the call or explaining next steps, the representative repeatedly placed me on hold without explanation. I was placed on hold on and off for a total of approximately 25 minutes, with no updates, time estimates, or clarification provided. The representative never explained why I was being placed on hold and did not return with substantive answers. Despite clearly explaining the purpose of my call multiple times, the representative appeared confused about the issue, showed unfamiliarity with the existing ticket, and provided no meaningful assistance. The interaction was unprofessional and dismissive, and my time was wasted without resolution. I have a documented call duration of 24 minutes and 55 seconds, after which I was forced to disconnect due to the ongoing lack of progress and refusal to escalate. This experience reflects a failure to : Honor reasonable requests for escalation Provide basic communication during extended holds Demonstrate adequate knowledge of account notes and existing tickets Deliver acceptable customer service standards for a federal loan servicer Because all calls are recorded, I am requesting a formal quality assurance review of this call, including confirmation that the request for a supervisor was improperly ignored. I am also requesting : 1. Written clarification of the correct process for following up on a manually created ticket to lift a bankruptcy hold 2. Confirmation that my account issue is being handled appropriately 3. Confirmation that this complaint has been logged and reviewed Please confirm receipt of this complaint and provide written follow-up once the review has been completed. Thank you, XXXX XXXX Aidvantage acct # XXXX
Frequently Asked Questions
What is Complaint #17961293 about?
Complaint #17961293 was filed against Maximus Federal Services, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-11-26T12:00:00-05:00.
How did Maximus Federal Services, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Maximus Federal Services, INC.?
Yes, visit the Maximus Federal Services, INC. company profile at readthecomplaint.com/company/maximus-federal-services-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.