Consumer complaint received 2025-01-07 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: KY

Complaint narrative:
I am currently eligible for XXXX forgiveness as I have completed the XXXX required payments while working for an eligible employer. I have regularly submitted employment certification through the XXXX help tool over the last 10 years to keep my information up to date. Beginning in XX/XX/year>, I have had multiple issues. First, my student loan payments were not being adequately uploaded onto my account despite multiple verifications from my servicer that they had been provided to XXXX. I called and spoke with several agents over months, all of whom gave different rationale. Finally, I had to file a complaint with XXXX for these to even be evaluated and corrected. Counts were not made completely correct until XX/XX/year>. During this time, I submitted an employment certification for XX/XX/year>, XX/XX/year>, and XX/XX/year>. The XX/XX/year> employment certification for XXXX was not reviewed until XX/XX/year> and was denied. When I called to speak to a service agent, they were not of help. At first, they tried to tell me for hours that the employment certification was not complete. After arguing my point, they finally agreed that it was. However, they were not able to give me any information about the denial. I called multiple different agents over numerous days who told me they " don't even know who processes those '', they have " no way of seeing the completed application ''. The XX/XX/year> and XX/XX/year> forms are still pending. Per the advice of multiple agents, it was recommended I now resubmit employment certification. Of note, I have now reached XXXX payments and should be able to apply for forgiveness alongside the resubmission of this certification. I have been trying to do but the submission form link ( help tool ) is now broken on my account. This link has worked for the last 10 years prior to my eligibility for forgiveness. Specifically, as you enter the help tool, you must click through two introductory pages ( XXXX XXXX XXXX ) before beginning to input your information ( https : XXXX ). When I click to enter onto the page to input my information, the " continue '' button goes grey and a circle within the button starts spinning as if it is loading, but will never load the page. Coding running on this page states access denied. Therefore, I am completely unable to apply for the forgiveness as the tool to do so will not work on my account. I have spoken with multiple agents who have told me there is no fix. I have performed hours of troubleshooting per their advice and ultimately was told there is nothing that can be done. This broken link is specific to my account and is not tied to website issues, etc. I have submitted five more complaints to studentaid.gov and spent hours on the phone. During the last call a supervisor hung up on me when I asked for technical support. They continue to close the complaints without addressing my issue. I have completed all the requirements for XXXX forgiveness, dedicated 10 years of my life to public service healthcare, updated my status regularly for a decade using this exact link, and now that I am finally eligible, the link has broken - only for my account - and studentaid.gov will not address.

Company response to consumer: Untimely response