Consumer complaint received 2025-08-23 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: OH

Complaint narrative:
I am filing a formal complaint regarding errors in the handling of my Public Service Loan Forgiveness ( PSLF ) payments and status. Specifically, I was placed into forbearance without my knowledge or consent, and as a result, the months of XX/XX/XXXX through XX/XX/XXXX are currently marked as ineligible toward PSLF even though payments were made during this time. I am no longer in forbearance and my payments are still not being counted as eligible payments towards forgiveness. I am requesting a full review, correction of my payment count, and restoration of interest/payment history so these months properly qualify toward forgiveness. 
Background and Timeline XX/XX/XXXX Email Notice : I received an email showing that I had XXXX out of XXXX qualifying payments toward PSLF. 


XXXX XXXX : My billing statements reflect that I was in repayment status and on an income-driven repayment plan. I made my payments on time. The statements do not show forbearance. 


XX/XX/XXXX Email Notice : I received an email titled Extension to Recertify Income-Driven Repayment Plan. It states : This change will have no impact on your current loan repayment status or your current monthly payment amount.Based upon this change to your IDR plan recertification date, you will not need to recertify your IDR plan prior to XX/XX/XXXX. 

This proves that my IDR plan was active, my repayment status was unaffected, and my payments remained valid. 


XX/XX/XXXX : My online PSLF tracker showed these months as eligible. 


XX/XX/XXXX : Without notice, my PSLF count changed and these same months were listed as ineligible. I was never informed that my account was placed in forbearance, nor did I request it. 


XX/XX/XXXX : I spoke with a XXXX representative, who informed me the next step was to exit forbearance and then request a buyback for the affected months. 


XX/XX/XXXX Email Notice : I received another email showing that I now had XXXX out of XXXX qualifying payments toward PSLF, despite continuing to make payments. This demonstrates that my payment count decreased incorrectly because in XXXX it stated XXXX out of XXXX qualifying payments were made. 


XXXX XXXX : I followed the instructions given. I contacted XXXX multiple times to check on progress. In XXXX, XXXX confirmed I was removed from forbearance. 


XX/XX/XXXX First Email : I received an email titled Notice of Repayment Schedule Change, confirming that I was in repayment under an IDR plan. It states : Your repayment plan or schedule on one or more of your loan ( s ) has changed. Your new XXXX XXXX is {$170.00} and will begin on XX/XX/XXXX. Your Repayment Plan is : XXXX XXXX XXXX XXXX XXXX 

This proves I was in repayment and not in forbearance. However, I do not understand why the payments will begin on XX/XX/XXXX when I was making payments the entire time. 


XX/XX/XXXX Second Email : I also received a second email stating : The deferment or forbearance to postpone payments on the loan ( s ) listed below will end on XX/XX/XXXX Your monthly payment amount of {$170.00} will be automatically withdrawn beginning on XX/XX/XXXX. 

This confirms forbearance/deferment ended on XX/XX/XXXX. Since I made payments during this period, these months should count toward PSLF. Also, again the forbearance should have never been put in place to begin with and I would have made my last qualifying payment at this time. This also accurately shows the payments during the forbearance were never correctly placed toward qualifying payments towards my PSLF. 


XX/XX/XXXX : I recertified my employment ( approved through XX/XX/XXXX ). I also recertified my XXXX plan, which is valid until XX/XX/XXXX. 


XX/XX/XXXX : I called again for an update. I was denied the ability to speak with a supervisor despite repeated requests. Instead, I was told to file a detailed complaint even though I had already submitted XXXX. 


My Concerns XXXX. I did not request forbearance. Being placed into forbearance without my consent caused eligible PSLF months ( XXXX XXXX ) to be marked as ineligible. 


XXXX. I made qualifying payments during those months, and my billing statements along with the emails from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX confirm I was in repaymentnot forbearance. 


XXXX. My PSLF count decreased from XXXX to XXXX despite continued repayment, which is a clear error. 


4. My PSLF payment count should be adjusted to include these months, and my interest/payment history should be restored so they are treated as qualifying months.

5. I have complied with all requirements, including employment certification and IBR recertification.

6. I should now qualify for forgiveness based on my service and payment history, yet I am being denied accurate credit.
7. I have been repeatedly told to file a complaint instead of receiving direct resolution or escalation to a supervisor.

Company response to consumer: Untimely response