Consumer complaint received 2025-05-25 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: MA

Complaint narrative:
To Whom It May Concern, Reference is made regarding case # XXXX and XXXX prompting this submission of formal complaint and DEMAND ; to document and seek resolution for the ongoing and unresolved issues I have experienced with the Public Service Loan Forgiveness ( PSLF ) program.

Since XX/XX/XXXX, I have made repeated good-faith efforts to comply with the programs requirements, only to be met with systemic obstacles, inconsistent instructions, and procedural failures that have prevented the proper processing of my application. 

Throughout this process, I have engaged with both XXXX and STUDENT AID numerous times via phone and written correspondence. Additionally, I have submitted all required documentation over a dozen times and have been forced to wait months between each submission, only to be informedwithout justificationthat the documents must be resubmitted in a different format. The guidance provided by various representatives has been inconsistent and contradictory, which has caused undue delay and significant hardship in what should be a transparent and straightforward process. 
Most recently, I submitted required documentation via both fax and certified mailmethods which have been confirmed as received by Student Aid. Yet, despite verified delivery, these documents remain unprocessed, and I have not received a valid explanation or resolution from service representatives. This continued lack of due process and transparency is unacceptable and suggests a fundamental breakdown in the administration of this federally authorized program. 

Further complicating matters, the PSLF system does not offer a secure email option for submitting documents electronically, and the online upload portal is incapable of accepting larger file sizesan issue directly related to the use of IRS tax transcripts, which I am forced to rely on as the IRS does not retain W-2 forms. This technical limitation, combined with the lack of alternative submission options, effectively denies applicants a fair and reasonable means to comply with program requirements. 
After nearly XXXX years of delays, misdirection, and ineffective communication, I am formally requesting the following : 1. A full administrative review of my PSLF application and supporting documentation. 
2. A written explanation of the current status of my application and any pending deficiencies. 
3. Clear, consistent instructions for any further required action. 
4. A secure, functional method to electronically submit large files necessary for my application. 
As a public servant fulfilling the criteria outlined under the PSLF program, I am entitled to timely, consistent, and fair processing under the law. I reserve all rights to escalate this matter to the Department of Educations Ombudsman Group, my elected representatives, or to seek legal remedies if this issue remains unresolved. 
Thank you for your attention to this matter. I look forward to your prompt and thorough response. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Untimely response