Consumer complaint received 2026-06-07 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: Georgia Student Finance Authority
State: GA

Complaint narrative:
Complaint Regarding Lack of Account Documentation, Appeal Access, and Communication by Georgia Student Finance Authority I am submitting this complaint regarding the Georgia Student Finance Authority ( GSFA ) and my inability to obtain adequate information, documentation, and communication concerning my student loan account and tax refund offsets. Over the past several months, I have attempted in good faith to understand my account balance, exercise my appeal rights, and obtain records regarding actions taken against my state tax refunds. Unfortunately, I have encountered significant barriers and a lack of transparency. I previously submitted a hardship request after my Georgia state income tax refund was offset. Following that request, the offset was reversed and the refund was returned to me. However, I never received any written determination, explanation, or correspondence regarding that decision. Subsequently, a Georgia surplus tax refund was intercepted and applied to my account. I was verbally advised that I would need to submit another appeal. However, the information published on GSFA 's website appears to state that only one appeal is permitted for an income tax offset. I have been unable to obtain clarification in writing regarding whether the Georgia surplus tax refund is treated differently from a Georgia income tax refund and what appeal rights are available. In addition, I have requested account information and payment history from GSFA. When speaking with a representative, I was informed that he had only limited access to my account and could see only the current balance. He was unable to provide a transaction history, ledger, account notes, offset history, or documentation showing how the balance was calculated. I also submitted a written hardship appeal by email on XX/XX/year>. To date, I have not received a written response, acknowledgment, determination, or status update. I further submitted a settlement, deferment and or a form of options for resolution request in writing on XX/XX/year> and was advised verbally on XX/XX/year> after a second request that nothing could be provided to me in writing and that a response could take approximately two months. My primary concerns are : 1. Lack of written notice and correspondence regarding offsets and account actions. 2. Lack of access to complete account records and transaction history. 3. Inability to obtain documentation supporting the current balance. 4. Inconsistent information regarding appeal rights. 5. Failure to respond to written requests in a timely manner. XXXX. XXXX on verbal communications without written confirmation. XXXX. Lack of transparency regarding the application of tax refund offsets to my account. I am requesting assistance in obtaining : * A complete account history and payment ledger. * Documentation supporting the current balance claimed to be owed. * Copies of all notices, correspondence, and offset certifications issued regarding my account. * Clarification of my appeal rights regarding both Georgia income tax refunds and Georgia surplus tax refunds. * A written response to my hardship appeal and settlement request. * An explanation of GSFA 's policies regarding account communications and record requests. I am not seeking to avoid my obligations. I am simply seeking transparency, documentation, and the ability to understand and verify actions that have been taken against my account. Thank you for your review and assistance.

Company response to consumer: Closed with explanation