Consumer complaint received 2026-05-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Servicer under contract with Federal Student Aid
State: MI

Complaint narrative:
I submitted an official PSLF Buyback application at the end of XX/XX/XXXX as soon as my XXXX was processed to confirm my XXXX months of qualifying employment to be able to submit a PSLF Buyback application. I received confirmation that the buyback application was received on XX/XX/XXXX and gave me a case number for my personal records. The initial application required specific verbiage to ensure that this reconsideration request was for XXXX. I ensured that I used the proper terms on that application. This application should have been in my activity feed on my Federal Student Aid profile, I noticed that it wasn't. So, out of caution, I submitted another PSLF reconsideration request for PSLF Buyback for the months I was on forbearance in XXXX on XX/XX/XXXX. I received a confirmation email on XX/XX/XXXX that my PSLF Reconsideration request was received and I was given a case number. Then in XXXX, the Department of Education changed the means of applying specifically for XXXX XXXX. Since they made a change that didn't require specific verbiage, I applied again in XX/XX/XXXX and received email confirmation with a case number stating that my application was received on XX/XX/XXXX. The PSLF Buyback process, according to the FSA website, would take XXXX days to complete. That time passed and I received no correspondence. On the XXXX business day, I submitted a complaint/feedback case inquiring about my XXXX PSLF Buyback cases and to ensure that they are in the queue for review. I received a response from FSA on XX/XX/XXXX stating that my applications were under review, but because of the number of Buyback request ( referencing the general amount that have been submitted by other students ), Buyback requests take some time and that they could not provide a timeline for when my application will be processed. A couple months passed by with no word. Then in XX/XX/XXXX, I submitted another feedback case and got the same response from FSA. A few more months pass and I submitted another feedback case in XX/XX/XXXX. I received the same response. This month, XX/XX/XXXX, I submitted my final feedback case, requesting a supervisor review and or tier-based review and received a response stating that " if I would feel inclined to submit another PSLF reconsideration request, that I should do so. '' The message went on to state the qualifications of PSLF reconsideration, and the verbiage of that reply was geared towards getting an accurate update on my payment counts. That has already happened for me. I was requesting an escalation because I have been waiting XXXX months for XXXX of my applications to be processed. I reply to them with that statement, and shortly after I get the same automated response that I was given initially to my XXXX feedback request. I then decided to escalate the case to Ombudsman. Shortly after my feedback was closed. Ombudsman never reached out to me. It was suggested for me to file an official CFPB complaint. Even more so since I have been waiting XXXX months for my PSLF Buyback Application to be processed.

Company response to consumer: Untimely response