Consumer complaint received 2026-06-01 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: NY

Complaint narrative:
* * Subject : Complaint Regarding PSLF Buyback Processing Delays and Misleading Timeline Expectations * * I am submitting this complaint regarding the failure to process my Public Service Loan Forgiveness ( PSLF ) Buyback application within the stated timeframe, as well as the broader issue of misleading expectations communicated to borrowers. * * Summary of Issue : * * I submitted a PSLF Buyback application after completing all program requirements, including XXXX qualifying payments. My application has not been processed within the expected XXXX timeframe. * * Borrower Background and Eligibility : * * * I began making qualifying payments in XX/XX/XXXX * XXXX completed my XXXX payment in XX/XX/XXXX * I have remained with the same qualifying employer for the entire XXXX period * I have made all payments on time and maintained a consistent, clean payment history * I have submitted all required employment certification and recertification documentation promptly and without issue * My Buyback request applies only to a limited number of months within an otherwise fully compliant repayment period * * Issue Details : * * Borrowers are informed that PSLF Buyback applications will be processed in approximately XXXX days. However, this expectation is not being met in practice, and no transparent or accurate revised timeline is being provided. While borrowers are expected to meet strict deadlines, maintain perfect compliance, and continue making payments without interruption, the same standard is not being upheld on the servicing side. I am effectively being required to continue making payments indefinitely while waiting for a process that was represented as time-bound. This creates a clear imbalance : rules and timelines are strictly enforced for borrowers, but not for the entities responsible for processing forgiveness. * * Attempts to Resolve : * * I have submitted complaints and inquiries through StudentAid.gov and have not received a substantive response or resolution. * * Impact : * * This delay is preventing me from receiving loan forgiveness that I have earned through XXXX very long years of qualifying service and repayment. It has also resulted in ongoing financial burden and uncertainty due to continued required payments while my application remains unprocessed. * * Requested Resolution : * * I am requesting the following : XXXX. Immediate review and expedited processing of my PSLF Buyback application XXXX. Correction of my account to reflect forgiveness eligibility without further delay XXXX. Accountability for the failure to meet stated processing expectations Borrowers should not be held to strict standards of compliance and timelines while servicers and program administrators fail to meet their own stated obligations. I respectfully request prompt intervention and resolution of this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Untimely response