Consumer complaint received 2025-07-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: Servicer under contract with Federal Student Aid
State: DC

Complaint narrative:
I am writing to report a serious technical issue with the XXXX website that is currently preventing me from accessing and managing my federal student aid, specifically the Income-Driven Repayment ( IDR ) application process. For [ insert number of days/weeks ], I have attempted to complete my IDR application online, but the necessary options and forms are not available or functioning correctly. Despite logging in successfully, the system either fails to load the IDR application, displays error messages, or omits required selection options entirely. I have tested this across multiple browsers and devices with no success. Several of the websites features to manage loans are currently experiencing errors in XXXXXXXX XXXX. This ongoing technical failure has denied me access to a critical federal benefit, potentially impacting my financial stability, interest accrual, and credit status. I am concerned that this may result in an unnecessary delay or misplacement into forbearance or default status, despite my good-faith effort to comply with program requirements. I have documented the issue, including : Screenshots of the error pages, Dates and times of attempted access, Device and browser details used. To date, my attempts to contact customer service have not resolved the issue. I respectfully request that this matter be escalated, and that my application be processed manually or alternative submission options be provided while the technical issue is being addressed. If this issue is not promptly resolved, I may consider filing a formal complaint with the Consumer Financial Protection Bureau and/or seeking legal recourse for failure to provide access to federal benefits as governed by the Administrative Procedure Act. Thank you for your urgent attention to this matter. 
What do you think would be a fair outcome to your issue?

Immediate Access or Manual Processing. Temporary Forbearance with No Penalty An interest-free administrative forbearance placed on your loans while the issue is resolved, without it affecting your IDR or PSLF eligibility. Formal Acknowledgment Which website were you on? 
XXXX I have been unable to manage my federal student loans for over XXXX months due to persistent technical issues with the StudentAid.gov website. The necessary tools and options to update or apply for loan management programssuch as Income-Driven Repaymentare either missing, nonfunctional, or inaccessible. As a result, I am being forcibly placed into a position of loan mismanagement through no fault of my own. 

This situation effectively denies me due process and access to critical federal resources, preventing me from taking responsible action on my loans. Furthermore, the website fails to offer a reliable method for filing complaints or obtaining support, which leaves me without a pathway to resolve the ongoing technical failures. 

These unresolved issues have now caused measurable harm to my ability to manage repayment and may result in unnecessary financial consequences if not addressed immediately. 

I have been denied access to the website in XXXXXXXX XXXX for over XXXX months. It is not just this feature. There are other features I have been unable to utilize as well.

Company response to consumer: Untimely response