Student loan -- Dealing with your lender or servicer -- Complaint #6454252
Complaint Overview
Complaint ID: 6454252
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: Mississippi
ZIP Code: 391XX
Date Received: 2023-01-18T12:00:00-05:00
Date Sent to Company: 2023-01-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
On XXXX XX/XX/2022, I submitted a refund request for the loan payments I made after the XXXX student loan payment pause. I was initially informed it would be XXXX to XXXX weeks for processing. After XXXX weeks, I called to check on the repayment and was informed it would be now XXXX to XXXX weeks for processing. I asked to check on my status and was informed that they would have to transfer me. Then the phone hung up. After XXXX weeks had passed, I called to ask what the status was and they informed me that it could be more than XXXX weeks. I asked to get more details on my refund status and again was told that they would have to transfer me. Again, the phone hung up. I called back and asked to get my details. Yet again, they transferred me where the call ended. I called again and told them that I want to talk to a supervisor. I was told that they would transfer me to an account XXXX and just hold. This time it was successful. The account XXXX provided conflicting information. She said that she could confirm that the request was sent to the Department of Education on XXXX XXXX and that there is nothing else they are involved with. The account XXXX informed me that she heard that the Department of Education is now sending them out in the mail. And then asked to confirm my address. I asked why does she need me to confirm my address if there is nothing more on their end is to be done with the refund. I asked her to provide documentation on payments being only made via mailed checks and told her that I was always informed that it would be deposited in the checking account that I used to make the payments. I did not receive any documentation substantiating her claims. It took XXXX tries to reach an " account XXXX, '' and only after requesting to speak to a representative. All the previous times they literally hung up on me after telling me that they would transfer me. When I asked for a direct number to an account XXXX early on in my calls, I called a number and it went straight to either voicemail or non-functioning number ( can't remember which, but the result was the same -- no help ). And they continually increased the time range for receiving my refund. And this was only after I called to ask. And then tell me things that they were unwilling to provide written documentation to back up their claims.
Frequently Asked Questions
What is Complaint #6454252 about?
Complaint #6454252 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 2023-01-18T12:00:00-05:00.
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.