Complaints

This profile includes complaints for Aidvantage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aidvantage

  1891 Metro Center Dr Reston, VA 20190-5287

• 

  Aidvantage

  PO Box 9635 Wilkes Barre, PA 18773-9635

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My service provider has not provided me with the specific calculations towards interests accrued on my account and how additional payments I am making are being applied towards paying down my loans. This is my first complaint through BBB, but this is the third complaint through ******** ********* ********** ******, and I have also sent multiple inquiries to my service provider only to receive a generic response advising something to the extent of "we are reviewing and will follow up within 60 days." This concern I have raised has far exceeded 60 days and no one from the service provider has assisted me in resolving this matter, and any "responses" provided seem to be minimal to fulfill obligation to respond despite the lack of understanding to my complaint that I am seeking resolution for. I am owed the calculation and explanation as to why additional payments I am making are not being applied to principal.

  Business Response

  Date: 02/14/2024

  February 14, 2024 
  

  Dear *** *****: 
  

  Thank you for contacting the Better Business Bureau regarding your student loan account. We are here to assist you in any way we can, and we hope the following information is useful. 

  Review of your account confirms that we recently responded to the same concerns you shared with the Consumer Financial Protection Bureau in case #***************. 

  We understand you would like to know how your payments are being applied, how interest is calculated, and how extra payments made get applied to your account. 
  

  It is important to note that your loans are all unsubsidized which means that outside of the interest waiver granted under the CARES Act from March 13, 2020, to August 31, 2023, you are typically responsible for the interest accrual. 
  

  Your payments are applied first to unpaid fees (if any), then to unpaid interest and finally to unpaid principal. To determine the interest accrual on your account, you may use the following simple daily interest formula: 
   
  (Unpaid Principal X Interest Rate) / 365.25 = Approximate Daily Interest. 
  Approximate Daily Interest X Number of Days in Your Billing Period = Approximate Interest Due 
  

  Before your entire payment is applied solely to the principal balance the outstanding accrued interest must be satisfied. Once the outstanding accrued interest is satisfied any remaining portion of your payment will be applied to the principal balance. 
  

  In addition, you can review your transaction history beginning in June 2023 by logging into the Aidvantage website and selecting account history, then by loan, then select the date range for your transaction history. The website is easy to navigate, and the information is available at your fingertips. You can also review the Interest Estimator under Tools and Requests, which will provide the amount of interest that is accruing daily or for a longer period since you can choose the date range. We've also attached a copy of your previous servicer payment history for your records. 
  

  You're welcome to call me directly at ************, x******, with any additional questions you may have about this issue. 
  

  Sincerely, 
  

  Office of the Customer Advocate 
  Aidvantage - Official Servicer of Federal Student Aid 

  Customer Answer

  Date: 02/16/2024

   Complaint: ********
  
  I am rejecting this response because the response is not sufficient or specific to my request.  I wanted to know what day interest is calculated on, and I can adjust my payment schedule to maximize on additional payments made to apply towards principal for a smaller interest charge in the following month.  I have also not received a breakdown for a history of my payments made since Aidvantage has become my service provider.  I do not believe that Aidvantage has their user interface and user experience set up in a way that is beneficial and easily navigated to find the level of detail one may be interested in searching for.  I feel that my requests are not being met, and that they have delayed improving their website to provide the desired transparency for individuals, like myself, who seek to have better understanding of my debts to better plan.  I believe their delay constitutes a potential violation to UDAAP and I would like my debt to be serviced by someone else that can provide me the requests I am asking for.  Their recommendation for me to consolidate as an option is not an option as my payments are based on income driven parameters, and this response only further proves their lack of addressing a problem I've identified.

  Regards,
  
  *********************

• Initial Complaint

  Date:01/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aidvantage transferred my student loan balance of $68,645 to ******. Last reporting date of balance to ********, *******, and ********** is 2/28/23. The loan was transferred to ******, who sent me a confirmation of total loan forgiveness on 4/26/23. I am attaching the letter they sent me. Please have Aidvantage correct all the credit bureaus immediately and remove the balance. This is an inordinate amount of time this is taking to remove it. Unacceptable!

  Business Response

  Date: 01/31/2024

  January 31, 2024 

  Dear *** ********:
  This letter is in response to the concerns you shared with the Better Business Bureau regarding your student loan account. We are here to assist you in any way we can, and we hope the following information is useful.

  Our review of your account confirms that your Direct Consolidation loan was transferred from Aidvantage to ****** on March 16, 2023. However, your credit files were not updated to reflect this information.

  We apologize for any inconvenience caused to you by this issue. We would like to assure you that after researching your account, we submitted the request on January 24, 2024, for your record with all three credit bureaus to be updated to remove the Aidvantage tradelines reporting due to the transfer to ******. Please allow sufficient time for the request to be processed.

  You’re welcome to call us directly at ###-###-#### with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid

  Customer Answer

  Date: 02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to work with Aidvantage since July 2023 to get a loan removed from my name. In October 2023 I was told by customer service that I had to complete a loan discharge unauthorized form with proof of documents. I turned all requested information in just to be told I had submitted the wrong form. I was then told the correct form to complete would be sent via email and for me to check in a few days. No forms were ever sent in. On 12/4/23 I called & spoke with customer service rep ****** to inquire the status of my loan case. ****** was not very helpful & i then requested to speak with a supervisor. ******* **** got on the phone & stated the conversation was being recorded. I then asked why couldn't the company provide proof of my signature on the documents that was supposedly signed by me or provide the name of the bank the check was deposited. ******* stated she would look into who signed the check & what bank the money the money went into. In the meantime I would get an extension on payment. No one contacted me via phone so I called again today on 1/22/2024 spoke with customer service rep ********. I was told ******* only documented in my file that I need to contact The Department of Treasury at ************. No one is giving me accurate information on my acct. No one is willing to provide me with copies of the signature. The number ******** gave me was to the IRS. Saying they bought my loan from the Department of Treasury. My loan should not be in default whereas it was bought by a collection. The account number to Aidvantage is **********. I'm just seeking proof of where signed the loan and where the check was delivered or deposit. It appears Aidvantage want me to pay for a mistake someone at their corporation made. I am a student at ****** ****** ********* College located in Warren, MI. Because I am part time I have been paying cash for my classes. Thus far I have not needed to take out a loan.

  Business Response

  Date: 02/02/2024

  February 2, 2024

  Dear *** ******:
  

  Thank you for reaching out to the Better Business Bureau with your concerns. We are here to assist you in any way we can, and we hope the following information is useful.

  Aidvantage services one Direct ******** Loan disbursed to ****** ********* College on September 14, 2022. It’s important to note that federal student loans are disbursed directly to the school and are not disbursed to the borrower. There is not a signed disbursement check to provide. For information on how these funds were used, you will need to contact the financial aid office of your school directly. Per your request, we have attached a copy of the
  Master Promissory Note used to disbursed this loan.

  You’re welcome to call us directly at ###-###-#### with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid

  Customer Answer

  Date: 02/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will discuss the document with MCCC and reopen the case (only if needed). 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TO WHOM IT MAY CONCERN: We need a working email address to communicate with AIDVANTAGE. They keep sending us emails from: [email protected] telling us that our application is under review and "taking longer than expected" and they still have not updated us. We have tried to respond to their email and simply receive a notice that the email address is not a working email, and they do not monitor it. I believe this has already damaged our credit and will create serious problems for us for decades to come. Thank you, *****************************

  Business Response

  Date: 01/26/2024

  January 25, 2024 
  
  Dear *** *******:
  

  Thank you for reaching out to the Better Business Bureau with your concerns about your student loan account.
  

  Your application for a Student Loan Debt Burden Forbearance has been approved and your payments are postponed until November 22, 2024. When your loans enter repayment, you may explore repayment options online at StudentAid.gov and Aidvantage.com including Income Driven Repayment Options.
  

  Please note that emails alerting you of documentation available or updates on your account are not monitored. To email Aidvantage directly, you will need to login to your online account at Aidvantage.com and email us through your online account. If you are having issues accessing your online account, please contact us ************.

  You’re welcome to call me directly at ###-###-####, x******, with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid

  Customer Answer

  Date: 02/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  RE: Rejct the AidVantage BBB response/Close the matter. Thank you.

  Dear BBB:
  
  I reject the response from AidVantage here via this communication because they did not address my Issue here at all, and merely sent to me what their website already states which is to communicate through their online portals. Those portals do not function, and thus I was forced to file a complaint via BBB.
  
  That said, my complaint here did compel their office to resolve the issue with me outside of the BBB.
  
  Therefore, I thank the BBB for all the hard work and efforts made to assist the little guy and note that BBB is very effective. However, AidVantage has not used this communcation here to openly address the issue.
  
  Thank you BBB. And thank you to the person at AidVantage who actually did resolve my issue (not related to the response sent to me here by that same business).
  
  Thus, I reject the business response, thank BBB, and close the matter all at the same time.
  
  Have a great day. *****************************
  

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my student loans set up for autopay since before they were even due. I received notices that I still had past due amounts. I contacted the servicer and they said certain loans were not set up. They had me make an additional payment, cancel the autopay, and set it up again. They were unwilling to do ANY of this for me, and instead made me do all of this online myself. I did so. Afterwards, I called back to make sure everything was all set. I was ASSURED that everything was completely up to date and set up. However, I am STILL getting notices that a balance is past due. I have tried calling in FOUR times now since then. I was hung up on TWICE- once without even getting to talk to someone- the call was just ended while I was on hold waiting for a supervisor. Another time, I was on hold for over half an hour waiting for a supervisor to come onto the call. I am currently still waiting to get in touch with someone with little to no hope of getting this resolved. I am literally just trying have my monthly payments set up on autopay and they are not helping at all.

  Business Response

  Date: 01/24/2024

  January 23, 2024

  Dear *** *********:
  

  This letter is in response to the concerns you shared with the Better Business Bureau regarding your student loan account. We are here to assist you in any way we can, and we hope the following information is useful.

  Our review of your account confirms that you spoke with an Aidvantage phone representative on January 8, 2024, who explained that you have two billing groups for your loans and walked you through enrollment in Auto Pay for your last billing group. We have enclosed notification of your successful enrollment in Auto Pay dated January 17, 2024, for your review.

  We apologize for any inconvenience you may have experienced while attempting to contact us. Our representatives are available by calling ************ Monday 8 a.m. – 9 p.m., Tuesday and Wednesday 8 a.m. – 8 p.m., and Thursday and Friday 8 a.m. – 6 p.m. Eastern Time.

  Thank you for sharing your experience with us. I apologize on behalf of Aidvantage for any confusion this issue may have caused you. We strive to continuously provide excellent service to all our valued customers, and your feedback will help us reach that goal. 

  You’re welcome to call us directly at ************ with any additional questions you may have about this issue.
  

  Sincerely, 
  

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid 
  

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I never received a notice that my student loans were sold to AIDvantange, or a bill stating that payments were restarting. I had to check my credit report to find what company owned my debt, and then was already behind $500 when I did find out.

  Business Response

  Date: 01/17/2024

  January 17, 2024

  Dear *** ******:
  

  Thank you for contacting the Better Business Bureau regarding your student loan account.
  

  Your inquiry was forwarded to us for response. We are here to assist you in any way we can, and we hope the following information is useful.
  

  At the direction of the Department of Education (ED), your student loan account was transferred to Aidvantage from your prior servicer, ******** ******* **** ********* (****) in May 2023. A welcome letter was sent you via the email to the email address on file from your prior servicer on May 26, 2023, copy enclosed. Additionally, billing and repayment
  notices were sent to you via email based on the permissions with **** and were viewable on your Aidvantage.com inbox. Your delinquency is valid and unable to be waived.
  

  If you are having difficulty making your payments, you may explore repayment options online at Aidvantage.com and StudentAid.gov.
  

  You’re welcome to call me directly at ###-###-####, x******, with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid 
  

  Customer Answer

  Date: 01/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The letter was never received. As well, I never received any notice from AIDvantage that payments were due.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a full ride scholarship from *********************, after withdrawing from school after one semester and paying it off, this institution states I still owe $1400 from the one semester I already paid for. They took it upon themselves to select a payment plan for me and began to report late payments that I never agreed to. I never received no communication on this matter whatsoever.

  Business Response

  Date: 01/16/2024

  January 16, 2024 

  Dear *** *****,
  

  Thank you for reaching out to the Better Business Bureau with your concerns regarding your federal student loan owned by the U.S. Department of Education (ED). We are here to assist you in any way that we can, and we hope the following information is useful.
  Aidvantage services your Direct Stafford Loan disbursed for $1,415.00 in December 2020 to ******* University ***********. At the direction of the U.S. Department of Education, the servicing of this loan was transferred from FedLoan Servicing to Aidvantage in February 2022.
  A review of the account history provided by FedLoan Servicing and StudentAid.gov confirms the loan was in a School Deferment from disbursement until December 19, 2020, then entered the six month Grace Period. In response to the COVID-19 pandemic, Congress passed the CARES Act in order to help Americans affected by this emergency. Under the CARES Act, federal student loan payments were suspended, and interest rates were reduced to 0% from March 13, 2020 through August 31, 2023. No payments have previously been due on this loan. 

  We’re not able to respond to any information or guidance provided by a customer’s school, financial aid advisor, or other financial advisor. We encourage you to pursue any questions you have related to federal or state investigations into ******* University *********** directly with the appropriate state or federal agency involved in those matters.

  The U.S. Department of Education has created a process for borrowers who attended schools that may have violated the law to seek loan discharge based on Borrower Defense to Loan Repayment.

  To learn more about whether you qualify and on how to apply, visit: ********************************************************************
  

  We have attached a copy of the Master Promissory Note used to disburse the loan for your review. If after reviewing, you determine that you did not sign for the loan, you may contact our Fraud and Loss Prevention Unit by calling ###-###-#### to discuss the next steps that need to be taken.

  The loan is currently on a Standard Repayment plan with monthly payments of $50.84. If you’re interested in exploring alternative repayment plans, including Income-Driven Repayment, you can contact us at ###-###-#### or visit StudentAid.gov/loan-simulator or Aidvantage.com. Effective July 30, 2023, the ****** ** * ******** ********* (****) plan (formerly the ****** program) has been updated to eliminate interest capitalization, reduce borrower's interest accrual, and revise how the monthly payment amount is calculated. Lower monthly payments during the **** plan are expected as a result of these changes. For more information regarding ****, visit StudentAid.gov. 

  Please note, the Department of Education does not assess late fees on federal student loans and delinquency is not reported to the  consumer reporting agencies until the month in which a loan becomes at least 90 days past due.

  You’re welcome to call us directly at ###-###-#### with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aidvantage is not honoring my previous and current loanholders, *******, promise that I would never have more than one student loan payment. Aidvantage took over a portion of that debt, thus, taking ownership of that agreement. Due to Aidvantages mishandling I now have two student loan payments per month causing intense financial hardship. Aidvantage does not return calls, emails, or places calls to me which they had promised to do roughly three weeks ago. I have made attempts to contact them via phone and email multiple times in an effort to work with them. Furtermore, Aidvantages mishandling of loan management is currently negatively affecting my credit due to their unwillingness to communicate with me. This must be resolved. It is clear to me, now, they will continue to be unwilling unless I contact a third party. Which I am doing with you by respectfully asking that you attempt to mediate or contact. I'm at my wits end with these people.

  Business Response

  Date: 01/05/2024

  January 3, 2024 

  Dear *** *****:
  

  This letter is in response to the concerns you shared with the Better Business Bureau regarding your student loan account. We are here to assist you in any way we can, and we hope the following information is useful.

  Our review of your account confirms that your six Direct ******** loans disbursed between January 2012 and August 2013 were transferred from ******* – Department of Education Loan Servicing to Aidvantage on December 21, 2021. Your six Direct ******** loans are transferred from one servicer to another at the discretion of the U.S. Department of Education and are still owed per your promissory notes regardless of the servicer who holds your accounts at the time.
  

  Our review of your information on StudentAid.gov confirms that you have a Family Federal Education Loan (FFEL) Consolidation loan currently serviced by ******* Solutions.
  
  You are currently enrolled in the Income Based Repayment plan with a monthly payment of $67.66.

  Please contact Aidvantage at ************ as soon as possible as your account is seriously past due. The delinquency is not currently negatively affecting your credit reporting.

  We attempted to contact you by phone on December 6, 2023, and December 8, 2023. We were unable to reach you but a left a voicemail for a return call to discuss your concerns on December 8, 2023.

  We apologize for any inconvenience you may have experienced while attempting to contact us. Our representatives are available by calling ************ Monday 8 a.m. – 9 p.m., Tuesday and Wednesday 8 a.m. – 8 p.m., and Thursday and Friday 8 a.m. – 6 p.m. Eastern Time.

  Thank you for sharing your experience with us. We strive to continuously provide excellent service to all our valued customers, and your feedback will help us reach that goal.

  You’re welcome to call us directly at ************ with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid

  Customer Answer

  Date: 01/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I have to leave this as rejected and open until I see if my other student loans are forgiven that I've seen reflected in the news in recent days. I understand aidvantage likes to differentiate themselves from the department of education but I lump them into one group. Student loan servicers. I plan to circle back to this ticket at that time. I am very grateful for your assistance in this matter.
  
  Regards,
  
  *******************

  Customer Answer

  Date: 01/14/2024

  Nevermind. Just close the ticket. Thank you very much for your help. I'm very grateful. 

  Very Respectfully,

  ****

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received an email showing a payment due on January 27, 2024 in the amount of $1,633.11 with respect to my student loans. I was told during my recent consolidation that the monthly payment that would be due while I wait for my IDR adjustment would initially be $937.00 under the **** program and then be reduced to $468.50 while I wait for my IDR adjustment. This feels like a bait and switch as I was told one thing and now another. I cannot pay more than $937.00 monthly while I wait for my IDR adjustment.

  Business Response

  Date: 01/12/2024

  January 12, 2024 
  

  Dear *** *****:
  

  Thank you for contacting the Better Business Bureau regarding your student loan account.
  

  We are here to assist you in any way we can, and we hope the following information is useful.
  

  We have reviewed your account and confirmed that your request to be placed into the ****** ** * ******** ********* (****) program was processed on January 4, 2024, decreasing your payments to $937.23 through December 2024.
  

  You’re welcome to call me directly at ###-###-####, x******, with any additional questions you may have about this issue.
  

  Sincerely,

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid 
  

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Aidvantage $220.00. I cannot afford to pay $435.00 because my husband and I retired. I have mentioned this to Aidvantage and they don't seem to care. After I paid $220.00 on December 28th from my checking account, Aidvantage took out an additional $215.00. I did not authorize them to take the additional amount out. I need them to return my $215.00. I have also turned in a dispute transaction request to our bank. This should not be allowed. I have sent them an email explaining this and they have not responded. *********************************

  Business Response

  Date: 01/05/2024

  January 3, 2024

  Dear *** ******:
  

  This letter is in response to the concerns you shared with the Better Business Bureau regarding your student loan account. We are here to assist you in any way we can, and we
  hope the following information is useful.
  

  Our review of your account confirms that you currently do not have AutoPay set up on your account. The two payments made totaling $435.00 on December 28, 2023, were made
  manually by you.
  

  You are currently enrolled in the Graduated repayment plan for a monthly payment amount of $426.43. If this amount is unaffordable, please contact Aidvantage at ###-###-#### to discuss the Income Based Repayment (IBR) plan, deferment, and forbearance.

  You’re welcome to call us directly at ###-###-#### with any additional questions you may have about this issue.
  

  Sincerely, 

  Office of the Customer Advocate
  Aidvantage – Official Servicer of Federal Student Aid