Consumer complaint received 2025-01-23 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:
On my StudentAid.Gov account, I tried to use the PSLF Help Tool on Tuesday, XX/XX/XXXX to complete an updated PSLF Form, and every time I clicked on " Start '' and then " Continue, '' I would continuously get a spinning circle, and I would never be taken to the first page. I've tried many fixes, including using different web browsers, updating my contact information, deleting all of my cache, cookies, and browsing data history, updating the XXXX, XXXX XXXX and XXXX browsers, and using a private incognito tab through all of them to try to access the PSLF Help Tool, and nothing has worked! Because of this, I have then uploaded on Wednesday, XX/XX/XXXX my updated PSLF Form and Employment Verification Letter from my employer manually through the Forms Library as a recommendation from the initial representative I spoke with, and I then spoke to another representative via the chat option to ask what to do next, and I was told that it should show up in my system in 24 hours. However, the forms didn't show up in the " My Activity '' section, so I resubmitted the two forms manually through the Forms Library link on Saturday, XX/XX/XXXX, and I checked my account everyday to see if the forms would show up in my account under " My Activity, '' but it still didn't show up. I then submitted a complaint about this to Federal Student Aid on Wednesday, XX/XX/XXXX to report all of the above issues and to request them to fix the PSLF Help Tool so that I can use it to resubmit a new form. However, on Tuesday, XX/XX/XXXX, I received an email stating the following response below with no further resolution from Federal Student Aid : " Dear XXXX XXXX, This email is in response to your inquiry about issues you experienced while using StudentAid.gov. Your case number is # XXXX. Retain this number for reference. To effectively view and navigate through StudentAid.gov, you will need the latest version of one of the following supported browsers : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  If you have verified you are using a supported browser and continue to have issues using StudentAid.gov, then your security settings, add-on software, or third-party software may be the cause. If you are not using the latest version of one of the browsers listed above, youll still be able to perform basic functionality and view content on the website ; however, your screen visuals and user experience may not be the same as that of a user who is using the latest browser version. We recommend that you download the latest version of one of the supported browsers for a better experience. If you are using a browser thats not supported, issues with this site may include the " Log In '' button not being displayed on the home page, overlapping text, missing links, and the inability to enter data in required and/or optional fields. If you are experiencing any of the issues listed above, try these troubleshooting tips : If you are accessing the site through a mobile device, check for any available software updates in your settings. If you are accessing the site through a supported browser on a computer, verify that you are using the most up-to-date version. If you are accessing the site through a supported browser on a computer, disable any browser add-ons and pop-up blockers, adjust your security settings, and/or exit any software which may affect the loading of a secure webpage. If you continue to experience difficulties with the site, try to access the site using a different supported browser or a different device. If you need more help or have any questions, reply to this email or contact us. Sincerely, Federal Student Aid '' After this above email, no further action was taken on FSA 's part.

Company response to consumer: Untimely response