Consumer complaint received 2025-05-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Servicer under contract with Federal Student Aid
State: MD

Complaint narrative:
I've been attempting to receive forgiveness on my student loans through the expanded Public Service Loan Forgiveness programs established during the Covid crisis - most directly, the limited waiver opportunity and one-time payment adjustment. I can not get any action and I've been trying to work with FSA for more than 4.5 years.

Most recently, they rejected a reconsideration request I submitted because my payment counts remain wrong. I should have received count adjustments for all payments made on my prior FFEL loans between XXXX ( start of PSLF program ) and XXXX ( when I completed 120 payments ) due to the opportunity and eligibility expansion of the limited waiver and one-time payment count adjustment. Not a single payment made under toward my debt between early XXXX and XX/XX/XXXX has been counted in any way and I can not get FSA to re-count and apply my payments. 

A brief history follows, drafted for my 2nd reconsideration request on XX/XX/XXXX, which is pending : XX/XX/XXXX To Whom It May Concern, I put in a reconsideration request two months ago and received the following inaccurate or lying response on Friday, XX/XX/XXXX : Dear XXXX Thank you for submitting a Public Service Loan Forgiveness ( PSLF ) and Temporary Expanded PSLF ( TEPSLF ) Reconsideration request. Your case number is # XXXX. Retain this number for reference. 

We have completed our review of your reconsideration request. 

Based on the information provided and our research, we did not process your request because your request is not permitted under the PSLF Program.

Learn more about PSLF.

This reconsideration review is closed.

If you need more help or have any questions, contact us.

Sincerely, Federal Student Aid There are many reasons why this is very problematic and a completely unacceptable response from FSA : 1. I have been employed by a qualifying public sector agency since XX/XX/XXXX, and remain in public service today. 
2. I entered repayment status in summer XXXX. 
3. The PSLF program began in XXXX. I completed 10 years of on-time payments in XXXX. 
4. I was eligible for, and took advantage of, the limited waiver to the PSLF program when it was originally created during the Covid emergency. I remain eligible for the limited waiver because I was applied and was accepted under the program while it was available and it is a grandfathered program. 
5. I completed a new consolidation of my loans as required for the limited waiver program on XX/XX/XXXX a. At this time, I went from having made 18 years of on-time payments and principal-only payments under a low interest rate to a brand new XXXX loan term and starting with almost all interest-only payments. 
b. As you will see from this letter, placing me in such a new loan situation has a dramatic negative impact on my debt and payments. Instead of potentially paying my loans off naturally, quite aside from PSLF, in just a couple of remaining years on an initial 25-year term that started in XXXX, I now have more than 23 additional years of payments added to my initial 18 years. YOU people, FSA, will be responsible for putting me in a 40+ year repayment plan by failing to properly fulfill your commitments to this borrower and not properly counting my payments under either the Limited Waiver or one-time adjustment.

6. Following consolidation to an eligible, as confirmed by FSA loan program, I applied for PSLF/limited waiver on XX/XX/XXXX and was approved on XX/XX/XXXX. 
7. As you full well know, ALL payments made to student loans by anyone in the limited waiver program count towards the 120 payment count for loan forgiveness, regardless of if they were considered qualifying under the original PSLF program from XXXX. 
8. I have never received any count updates for any payment prior to my loan consolidation for eligibility to PSLF/limited waiver in XX/XX/XXXX. 
a. This includes the time the limited waiver was in active status.

b. This includes the time the limited waiver remained available in grandfathered status to those who qualified before the program expired this remains the case today.

c. This includes the one-time adjustment.

d. This is in spite of literally dozens of attempts by me to call FSA , XXXX XXXX XXXX XXXX XXXX, the Ombudsman, XXXX XXXX XXXX XXXX XXXX and Senator XXXX XXXX XXXX Maryland XXXX 
e. FSA lied to Senator XXXX XXXX in its responses to his inquiries on my behalf. The Senator was trying to assist me in obtaining counts before my XX/XX/XXXX consolidation for PSLF/Limited Waiver eligibility . FSA told him that my counts were current based on a late XXXX XXXX Certification I filed in a futile effort to spur XXXX counts. 
f. At least two FSA agents who were looking at my account in real-time during my futile efforts to spur action personally confirmed to me that I am eligible for counts before XX/XX/XXXX and also that nobody has reviewed or updated such payments. 
9. I have never received the one-time payment count update that all borrowers/PSLF program members were to receive. Your website still states outdated information that the one-time adjustment was to be complete by the end of XXXX. 
10. All I am asking in my reconsideration is that you fulfill your borrower commitments. I have done everything required of me to qualify for PSLF/Limited Waiver . FSA is not fulfilling its side of the bargain.

11. Your response of XX/XX/XXXX is woefully inadequate in that you do not tell me why my request is not permitted under the PSLF Program. Not only is it very much permitted, but it is also required of FSA and the PSLF/Limited Waiver program that you go back before XX/XX/XXXX and add prior payments before my XX/XX/XXXX consolidation to my payment count tracking. 
XXXX. I still have an open feedback case XXXX XXXX  ) from XX/XX/XXXX. Its seeking the same thing as these reconsideration requests simply apply my payments as authorizedno, as MANDATED by the Limited Waiver program to which I am still eligible and the one-time payment count adjustment which was never applied to me.

You have my records. You have the information on my contact attempts. You have confirmation that I consolidated to qualifying loan plans for the PSLF/Limited Waiver . You can see my payments prior to XX/XX/XXXX. You know Im grandfathered in the Limited Waiver. You applied a one-time adjustment to literally millions of borrowers that was never applied to me. You never reviewed or updated my counts prior to XX/XX/XXXX. 

I fell through the cracks and my every attempt at bringing this to your attention so that I can receive forgiveness of my student loans through PSLF/Limited Waiver ( or the one-time adjustment ) has failed. All I want is for you to live up to your contractual obligations and fulfill your side of the consumer bargain. 

Apply the payments I made before XX/XX/XXXX to my payment counts. Please. I beg you. Fulfill your promises to me. Fulfill your contractual obligations. 

My next and only remaining recourse is to pursue legal options. 

Thank you,

Company response to consumer: Untimely response