Consumer complaint received 2025-01-08 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: CA

Complaint narrative:
In XX/XX/XXXX, I was informed that the federal administration would aid student loan borrowers in reaching their loan forgiveness status by including any student loans made prior to the updated consolidation date in XXXX. I immediately submitted five PSLF/Temporary Expanded Certification Applications ( XXXX. No. XXXX ) for all my current employers and four prior employers from XXXX in hopes of having any student loan payments made during this time to count toward my loan forgiveness counts. 
Since XXXX of XXXX, I have made countless phone calls, from being assigned to XXXX XXXX to XXXX to now StudentAid.gov to check the status and to ensure that my TEPSLF forms were not lost in the transition and would still be counted toward loan forgiveness. I have literally phoned either XXXX XXXX XXXX XXXX, or StudentAid.gov, especially in XXXX  when the deadline for all counts to be updated. I even phoned on XX/XX/XXXX to studentaid.gov to ensure that although I noted the current counts for my current employer only, the counts for the previous employers ( who should have counted under the TEPSLF forms ) were still being evaluated. I was again assured that these counts were still in process and that I should see the dates updated by the end of XXXX even filed a complaint via the student aid.gov website twice about my concerns about these counts and I was told the counts were accurate. My concern was that no one was really taking to time to explain to me how my TEPSLF application was not actually doing what it was set up to do... to include counts of payments I had made PRIOR to XX/XX/XXXX. Keep in mind my student aid account does show all five employers listed and approved since XXXX of XXXX, but the only counts included to date for loan forgiveness stop at XX/XX/XXXX, so nothing prior between XXXX ( which has never changed ). Jump to today, XX/XX/XXXX. My first phone call to StudentAid, I was told any of my payments prior to XX/XX/XXXX would not be counted (!!!! ) I was in shock. When I asked how, she had limited information to provide and suggested I speak to a supervisor, so I waited and waited. Then told to leave a call back number and a supervisor would return my call. I insisted on same day call back ( it is now XXXX PST and still no call back ). I suspected this, so I called studentaid again and asked specifically WHY the TEPSLF applications were approved but not considered in my counts and this time ( rudely, I may add ) I was told something different : 'because the TEPSLF deadline has already passed '. I was confused so shared with her that I have copies of the same forms I sent to studentaid all date back to XX/XX/XXXX, way before the XX/XX/XXXX deadline on the form, so again requested to speak with a supervisor or file a complaint. I asked for information for both suggestions. Again, no supervisor was available to ask to be put on the wait list a second time with notice to call back the same day ( NADA! ). So, I filed a second complaint with the same issue with student aid today ( XX/XX/XXXX at XXXX XXXX  ) with a 15-page PDF copy of all correspondence and copies of the TEPSLF forms originally submitted. In desperation and complete exhaustion of this now 3-plus year saga, I came across your website for help and answers. I am at the point of considering reaching out to the local Congress. No one should have to work on getting a clear answer on this issue for 3 years, especially when they have spent these years consistently calling and waiting for an answer only to be told " it ' 's still in process '' and now 'it doesn't qualify? ' The other suspicion I have is how on my student aid loan forgiveness tracker all the dates now through XX/XX/XXXX are listed, then from XXXX are listed ( and I know these dates do not qualify ) but the dates that would actually put me at 120 plus payments XXXX XXXX are not even listed ( interesting ). I just need a clear answer to what in my mind seems simple. It really hurts to see ones with loans being forgiven just under a year or two from start to finish following the same steps I have been struggling to get through for years trying to be compliant and patient, but this is too much and 3 plus years is more than valid.

Company response to consumer: Untimely response