Consumer complaint received 2026-02-21 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: MN

Complaint narrative:
Summary of the problem I am requesting assistance regarding a failure by federal student loan servicers and the Department of Education to maintain accurate payment records and to adjudicate a formal dispute under the XXXX XXXX XXXX XXXX ( PSLF ) program. 
My loans are currently serviced by XXXX XXXX. I have been approved for XXXX, and my qualifying employment has been fully certified across multiple eligible employers from XXXX through XXXX. 
Despite this, my XXXX qualifying payment count is incorrect. Specifically, there is a missing period from XX/XX/XXXX through XX/XX/XXXX ( approximately XXXX  months ) during which my loan was in repayment and payments were made while I was employed by a qualifying employer. These months are not reflected in my qualifying payment count on studentaid.gov. 
This missing period appears to coincide with a loan servicer transition involving XXXX. Based on my review, it appears that payment history was not properly transferred or recorded during this transition. 
Attempts to resolve the issue I have made extensive efforts over more than XXXX year to resolve this issue, including : Submitting a formal PSLF Reconsideration Request through studentaid.gov ( no response received to date ) Contacting XXXX ( prior servicer ) multiple times Contacting XXXX XXXX ( current servicer ), who has been unable to access or reconstruct the missing payment history XXXX XXXX Student Aid directly Despite these efforts, no entity has been able to explain the missing payment history or correct the error. 
Why this is a problem This represents a failure to maintain accurate federally required loan servicing records and a failure to adjudicate a formal borrower dispute within a reasonable timeframe. 
As a result of these missing records : My PSLF qualifying payment count is understated My eligibility timeline for loan forgiveness is being delayed I am being financially harmed by continued repayment obligations that XXXX not be valid Borrowers should not bear the consequences of recordkeeping failures during federal loan servicer transitions. 
What I am requesting I am requesting that the CFPB require the appropriate parties ( XXXX XXXX and/or the Department of Education and XXXX servicers including XXXX and XXXX ) to : Conduct a full reconstruction of my payment history for the period XX/XX/XXXX through XX/XX/XXXX Review all available federal records ( including XXXX and servicer transfer data ) Correct my PSLF qualifying payment count to include all verified qualifying months Provide a written explanation of findings and corrections Additionally, I request confirmation that my previously submitted PSLF reconsideration request is being actively reviewed and a timeline for resolution. 
Additional information This issue has been ongoing for over XXXX year without resolution. I am seeking a formal investigation and timely correction.

Company response to consumer: Untimely response