Consumer complaint received 2025-01-28 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: TX

Complaint narrative:
Starting in XXXX I have contacted Student aid.gov to make sure that my loans were set to be forgiven in XXXXXXXX XXXX XXXX I called weekly and spoke with representatives who confirmed that according to my payments that it would qualify for 120 payments in XXXX. In XXXX I was told that my XX/XX/XXXX payment would not qualify as XXXX placed me in forbearance. I was not aware my account was in forbearance until XX/XX/XXXX. I contacted both XXXX and XXXX XXXX customer service and was notified my XXXX and XXXX months would qualify towards the 120 payments. I was advised to request a refund of my XXXX payment. I requested the payment in XXXX and was informed it would take 45 days to process payment. In the meantime I contacted student gov each week to ensure in the meantime my Pslf certifications would be received. I was then informed to suit the forms digitally instead of upload to the website as my requests had been pending since XX/XX/XXXX. I was able to complete 2 digital copies in XXXX and XXXX which took approximately 19 days to be approved. I have not been able to complete a digital Pslf form since. I called student aid about it over 10 times, I was informed to use different browsers, different devices, and this didnt correct the issue. I called and informed a staff member this didnt work. Two agents logged in themselves and stated it worked for them so they didnt know what the issue was for me but to continue trying. I have tried since XXXX and its no resolve. XX/XX/XXXX I was advised that XXXX and XXXX months would probably not qualify towards my 120 payments. I was advised to compl tthe a reconsideration, which was submitted on XX/XX/XXXX. I called weekly to check the status of this form and was told to told 45 days. Once agent told me it would be checked by XX/XX/XXXX when I called after this deadline I was informed it would take 45 business days and it would be closer to the end of XXXX. I called again and spoke with a gentleman who advised me I had a save plan before even looking at my account. I informed him that I was on the IDR plan. He told me I was confused. After discovering this was XXXX fact my repayment plan he told me everything I had been advised since XXXX was incorrect and I need to complete the buyback reconsideration and include certain wording to ensure they reviewed my form. This was completed on XXXX. As of now I have no information on when my forms will be reviewed and when my loans will be forgiven. I would like insight as calling representatives and making complaints hasnt been successful. 
I have made payments since accounts came out of forbearance from the XXXX relief program and now many of my payments are showing ineligible. 
XXXX, XXXX, XXXX, XXXX, and XXXX payments are showing ineligible. I made 2 payments in XXXX. XXXX on XX/XX/XXXX and then the 2nd after the billing cycle renewed on XX/XX/XXXX. Why would these payments not count towards the 120. I now have 123 payments but only showing 117 in the system,

Company response to consumer: Untimely response